The European Union Agency for the Cooperation of Energy Regulators and the Council of European Energy Regulators accept no responsibility or liability for any consequences arising from the use of the data contained in this document. [...] © European Union Agency for the Cooperation of Energy Regulators and the Council of European Energy Regulators, 2019 Reproduction is authorised provided the source is acknowledged. [...] 2 A C E R / C E E R A N N U A L R E P O R T O N T H E R E S U L T S O F M O N I T O R I N G T H E I N T E R N A L E L E C T R I C I T Y A N D N A T U R A L G A S M A R K E T S I N 2 0 1 8 ACER/CEER Annual Report on the Results of Monitoring the Internal Electricity and Natural Gas Markets in 2018 Consumer Empowerment Volume October 2019 The support of the Energy Community Secretariat in coordinati. [...] If you have any queries relating to this report, please contact: ACER CEER M r David Merino M r Charles Esser T +386 (0)8 2053 417 T +32 (0)2 788 73 30 E p ress@acer.europa.eu E brussels@ceer.eu Trg republike 3 Cours Saint-Michel 30a, box F 1000 Ljubljana 1040 Brussels Slovenia Belgium 3 A C E R / C E E R A N N U A L R E P O R T O N T H E R E S U L T S O F M O N I T O R I N G T H E I N T E R N A L. [...] 11 2.1.1 Functions of supply of last resort.
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Table of Contents
- Figure 1: Supply of last resort: availability and functions in EU MSs and Norway – 2018 (number of MSs) 12
- Figure 2: Entity determining the energy price for SOLR in EU MSs and Norway – 2018 (number of MSs) 13
- Figure 3: SOLR energy price compared to conventional energy prices in EU MSs and Norway – 2018 14
- Figure 4: Legal minimum duration of the disconnection process in EU MSs and Norway – 2018 (in working days) 16
- Figure 5: Share of disconnections due to non-payment in EU MSs and Norway – 2018 (%) 17
- Figure 6: Measures in place to protect vulnerable consumers in EU MSs and Norway – 2018 (number of MSs) 19
- Figure 7: Information elements provided on household consumer bills in EU MSs and Norway – 2018 (number of MSs) 22
- Figure 8: Frequency of issuing energy bills to final household customers in EU MSs and Norway – 2018 22
- Figure 9: Target year by when the 80 % rate of electricity smart meters will be reached in EU MSs and Norway – 2018 25
- Figure 10: Electricity smart meter roll-out rates in EU MSs and Norway – 2018 (%) 25
- Figure 11: Main legal requirements for smart meters in EU MSs and Norway – 2018 (number of MSs) 26
- Figure 12: Complementary information on historical consumption that final household consumers with smart meters must have access to – 2018 (number of MSs) 27
- Figure 13: Maximum time granularity in electricity smart meters for electricity in EU MSs and Norway – 2018 27
- Figure 14: Types of electricity smart meter products available in EU MSs and Norway – 2018 (number of MSs) 28
- Figure 15: Legal and actual switching time in EU MSs and Norway – 2018 (in working days) 30
- Figure 16: Actual maximum time between switching supplier and actual receipt of the final bill in EU MSs and Norway – 2018 (in weeks) 31
- Figure 17: Number of types of CTs in EU MSs and Norway – 2018 34
- Figure 18: MSs where a public authority provides a comparison tool in EU MSs and Norway – 2018 35
- Figure 19: Role of NRAs in complaint handling in EU MSs and Norway – 2018 (number of MSs) 36
- Figure 20: Legal maximum processing time to handle complaints in EU MSs and Norway – 2018 (number of MSs) 37
- Figure 21: Average national shares of types of final household consumer complaints in electricity directly addressed to NRAs for EU MSs and Norway – 2018 (%) 38
- Figure 22: Entities responsible for ADR in EU MSs and Norway – 2018 (number of MSs) 39
- Table 1: Determining criteria for the concept of vulnerable customers in electricity and/or gas in EU MSs and Norway – 2018 18
- Executive Summary 6
- Recommendations 9
- 1. Introduction 11
- 2. Public service obligations 12
- 2.1 Supply of last resort 12
- 2.1.1 Functions of supply of last resort 12
- 2.1.2 Main characteristics of supply of last resort pricing 13
- 2.2 Restrictions to disconnecting non-paying consumers 15
- 2.2.1 Minimum duration of a disconnection process due to non-payment 15
- 2.2.2 Information about alternatives to disconnections 16
- 2.2.3 Shares of consumers disconnected due to non-payment 17
- 3. Protection of vulnerable consumers 18
- 3.1 Definition of the concept of vulnerable consumers 18
- 3.2 Protections for vulnerable consumers 19
- 3.3 Energy poverty 19
- 4. Consumer information rights 21
- 4.1 Information on bills 21
- 4.2 Frequency of billing 22
- 5. Smart metering 24
- 5.1 Roll-out 24
- 5.2 Functionalities and consumption information 26
- 5.3 Time intervals of smart meter readings 27
- 5.4 Types of smart meter products for electricity consumers 28
- 6. Consumer choice 29
- 6.1 Active consumer roles 29
- 6.1.1 Switching 29
- 6.1.2 Prosuming 31
- 6.1.3 Energy communities 32
- 6.1.4 Demand response activities for electricity consumption 32
- 6.2 Comparison tools 33
- 7. Complaints and ADR 36
- 7.1 Complaint handling bodies and procedures 36
- 7.2 Complaint data 37
- 7.2.1 Number of complaints 37
- 7.3 Classification of consumer complaints 38
- 7.4 Alternative dispute resolution 38
