ACM study into the measurement of heat consumption: it is up to suppliers to improve transparency and customer services

Make sure that heat consumers have individual heat meters, collect measuring data every day, and take responsibility by reading and processing measuring data yourself. These are the most important points of action for heat suppliers on the basis of a study conducted by the Netherlands Authority for Consumers and Markets (ACM) into the measurement of heat and thereto-related services by heat suppliers.

The study was prompted by reports and questions from heat consumers that have trouble working out how their heat suppliers determine how much heat they have consumed. It is important that heat consumers understand the different components of their bills, and how the amount of consumed heat is determined. Having a clear overview of their heat consumptions also ensures that heat consumers become aware of their consumptions, and can be stimulated to consume heat more efficiently. This is important for the energy transition.

The study across 16 heat suppliers with in total more than 490,000 connections reveals that there are no indications that heat suppliers violate any statutory rules. However, ACM does see that there are differences in the ways in which heat suppliers measure heat consumption and how they charge their customers, and that, in these areas, there is room for improvement among several suppliers. ACM has, on the basis of a study, listed a number of good practices. ACM expects heat suppliers to implement these practices in order to improve their customer services further.

Individual heat meters

The study reveals that 95 percent of heat consumers in this study have individual heat meters. An individual heat meter is important for having a clear overview of one’s own heat consumption. For a clear overview of your consumption, it is also important that suppliers ensure that the measuring data is collected every day, so that consumers are able to see exactly how much heat they consume each day.

Suppliers bear final responsibility

The study reveals that half of the heat suppliers bear responsibility themselves for reading and processing the measuring data. The other half of the suppliers hire measuring companies for this activity. ACM reminds suppliers that they always bear responsibility themselves for the correct registration and processing of measuring data, even if they hire an external company for this. To safeguard quality, ACM therefore advises suppliers to make arrangements themselves regarding the reading and processing of measuring data. ACM also reminds heat suppliers that they bear responsibility for a proper complaint-handling process, even if they contract another company for their customer services. Having a clear overview of complaints as well as the follow-up of these complaints is crucial for high-quality customer services.

See also

• 10-07-2025 Measuring heat consumption: high-quality customer services (in Dutch)
• Measuring or calculating your heat consumption (in Dutch)