ACM’s guidelines provide clarity on the supply of heat


The Netherlands Authority for Consumers and Markets (ACM) has drawn up guidelines in which the rules for supplying heat are explained in detail. In these guidelines, it is explained, among other things, how heat suppliers must inform their customers about what exactly they are supplied, and what they have to pay for that.

The draft version of these guidelines was presented to market participants in the heat sector, and their responses have been included in the final version, which has now been published. Remko Bos, Director of ACM’s Energy Department, explains: “Heat will play an increasingly larger role as the share of consumers and companies that use heat grows. In order to ensure that the energy transition takes place in a smooth manner, it is important that heat suppliers know what is and what is not allowed, and that customers know what their rights are.” With these guidelines, ACM addresses the sector’s need for more clarity. For customers, the guidelines provide more clarity regarding matters such as the duration of their contracts, what they need to pay, and where they can go to if they have complaints.

Heat suppliers must offer certainty

Heat is a special product. It is used for space heating and for hot tap water. Heat can be supplied at different temperatures and in different ways. Sometimes, it is supplied ready-to-use, and sometimes it must be upgraded using a personal installation. In addition, there are many different systems where heat and/or cold is supplied such as district heating, individual-building heating or seasonal thermal energy storage. Heat suppliers must provide certainty about all products and services that they offer, and about the conditions that apply to those products and services, just like suppliers of electricity and natural gas do.

More in this case

02-11-2020 Guidelines regarding the requirements for heat suppliers (in Dutch)