NMa issues regulation on providing clear information to energy consumers

The Netherlands Competition Authority (NMa) has issued a concrete set of rules with which information issued by energy providers must comply. In accordance with statutory provisions, energy providers shall give out transparent and clear information to consumers, whether on their websites, through advertisements, or by any other means or written of oral communication. 'The regulation provides insight into the exact standard of information required, which will allow us to carry out a 'tit for tat' policy whenever these rules are being violated', comments Peter Plug, Director of the Office of Energy Regulation at the NMa.

The new regulation lays down standards to be observed for tariff information, information on conditions and information about the supplier. Prices shall be listed as all-in tariffs, inclusive of taxes and charges. The conditions governing a (new) contract must be clearly formulated, prior to the contract's conclusion. In this respect, it shall be clear to consumers with which contract party they are dealing. Also, they must know whom to address in case of a complaint or problem. 'This should provide a strong base for repairing consumer confidence in the energy market', states Plug.

Earlier this year the NMa found that consumer information on the websites of energy providers does not always comply with criteria set out in the Electricity Act and the Gas Act. During the investigation improvements were made to the information provided on a number of websites, though other sites still left much to be desired. At the start of the new year, the NMa will give its final verdict.

The regulation on consumer information services issued by the NMa is laid down in the 'Guidelines on consumer information services by energy providers' [Richtsnoeren informatieverstrekking energieleveranciers aan consumenten ]. The Guidelines (available in Dutch only) may be downloaded from the NMa website at https://www.acm.nl. The ConsuWijzer website at https://www.consuwijzer.nl provides consumers with practical tips for comparing energy providers.