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ACM makes sure that heat suppliers send transparent bills

The Netherlands Authority for Consumers and Markets (ACM) has ordered seven heat suppliers to send their customers transparent bills, going forward. This order came after an investigation carried out by ACM that revealed that the heat bills of these suppliers did not comply with the rules. That meant that customers were not able to verify whether or not the bills they had received were correct. All of these suppliers have already adjusted their bills. As a result, it is no longer necessary for ACM to take enforcement action.

In 2020, ACM launched its investigation into the transparency of heat bills, following reports that showed that, in some situations, users found their bills to be unclear, and did not understand what exactly they paid for. Heat bills must be transparent, and it must be easy for users to verify whether the right costs were billed.

Over the next few months, ACM will continue to monitor the level of transparency of heat bills, and calls on consumers to file reports with ACM’s consumer information portal ACM ConsuWijzer if they suspect their bills to be non-compliant. On the website of ACM ConsuWijzer, consumers can find the rules that heat bills need to comply with.

See also:

08-07-2021 ACM: Transparency of heat bills still comes up short
11-12-2020 ACM informs heat suppliers about the transparency requirements for heat bills (in Dutch)

What costs are included in heat bills? | ACM ConsuWijzer) (in Dutch)
Information about district heating and individual-building heating | ACM ConsuWijzer) (in Dutch)