Beyond advocating well-designed and competitive retail markets, EURELECTRIC is actively involved in consumer issues, spanning all pre-sale and post-sale processes. Areas such as marketing and contracting on the one hand and billing, customer care, switching and dispute resolution on the other are all key to making consumers feel at ease while dealing with their electricity retailer.
As a means towards better customer service EURELECTRIC endorses the four core principles of the 2020 Vision for Europe's energy customers: reliability, affordability, simplicity, and protection & empowerment (RASP). Consumers should be given the tools to make informed choices, to benefit from transparent bills, fair prices and impartial dispute settlement mechanisms, as well as being sure that their consumption data are protected and secure.
A joint statement signed by BEUC, Eurogas and EURELECTRIC, calls on energy suppliers to further support the comparability of energy offers, designing bills where key information is provided to customers in a short, understandable and accessible manner.