NMa focuses on quality of energy bills
The Netherlands Competition Authority (NMa) is again pleased to find that a high percentage of energy bills is now structurally being sent out on time by a large number of providers. The scorecard over the second quarter of 2007 shows average market figures to be above the standard norm. As the NMa considers it very important that consumers in a liberalised energy market have insight into the performance of energy companies, it will this year verify the timeliness as well as the accuracy of energy bills.
Energy providers falling short of the norm for timeliness, established at 98%, are often in the midst of renewal processes involving the introduction of a new billing system. This has given rise to deteriorating results for the timeliness of bills. It has been agreed with the parties concerned that their performance will have been brought in line with the established norm by September this year at the latest. As for now, the NMa has no indication of a rise in complaints on the timeliness of bills submitted to ConsuWijzer. The NMa has not disclosed any results for OXXIO on this Scorecard, as figures submitted by OXXIO presented too rosy a picture. As soon as OXXIO submits figures in accordance with instructions, these will be included in the Scorecard. The NMa will continue its close monitoring of energy companies whose performance is still below par.
Furthermore, the NMa observes that in general energy bills too often contain errors. Also, consumers cannot by themselves verify energy bills. Therefore, the NMa will this year once again check the accuracy of bills that are being sent out. It will randomly examine whether the correct tariffs have been applied for every part of the energy bill and whether the final amount has been correctly calculated. In the event of inaccuracies the NMa may implement appropriate measures. Also, the Authority is meeting with branch organisation EnergieNed to discuss possible adjustments for improving opportunities for consumers to verify their bills. In this respect, the NMa takes the view that consumers must be able to check how the final amount was arrived at.
The scorecards over the second quarter of this year have been made available on the website of the Office of Energy Regulation of the NMa. The percentages on the scorecards indicate whether energy companies send out bills in a timely fashion (i.e. within a period of two months) following a change of address or switch of provider. Timeliness as regards the dispatch of annual settlements is also outlined here.