Lack of transparency: Complaints against energy suppliers doubled since 2021

Lack of transparency: Complaints against energy suppliers doubled since 2021
Illustration picture shows a visit to the Fluxys LNG-terminal (liquefied natural gas) in Zeebrugge, Tuesday 23 August 2022. BELGA PHOTO KURT DESPLENTER

Energy suppliers should be forced to be more transparent about their tariffs, final costs and overpayments, State Secretary for Consumer Protection Eva De Bleeker said in light of rising complaints against these companies.

In 2022, the number of complaints received by the Ombudsman for Energy in Belgium reached 17,417, – up by 9,088 complaints from last year – during which half were registered in the final quarter, meaning the remarkable increase in the number of complaints has been noticeable since October 2021, when the impact of the energy crisis was first felt.

Aside from grievances regarding the energy prices, customers also lamented the billing systems and lack of transparency regarding final invoices and repayments, which according to De Bleeker is leading to them "playing the bank" for energy suppliers who delay the final bill and the repayment.

"In these difficult times, transparency and correct service are extremely important. That's why it is crucial that energy suppliers show which tariffs they use and how they calculate their advance payments," De Bleeker said.

Bills lack clarity

Among customers, the general sentiment is one of uncertainty regarding the amount of the bill, but the timing of when it will arrive and exactly how it is calculated is also cause for concern.

"What is really unacceptable is that energy suppliers delay drawing up the final bill, for example when customers have paid too much in advance and are entitled to a refund," De Bleeker stated. Even when the invoice arrives, some people are left waiting a long time before getting a refund.

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In light of these concerns, she is putting five proposals on the table, from more transparency regarding the available tariffs and setting a 15-day mandatory period within which energy suppliers have to prepare and deliver their final bills to forcing companies to pay refunds within 30 days following the final invoice date and regulating advance payments more strictly.

De Bleeker explained that if these proposals are implemented, the Economic Inspectorate can also check them and fine energy suppliers that violate the new rules in bad faith. She added that there should be compensation for consumers if the deadline for repayment is not met.

"If these deadlines are not met, I think consumers should be compensated for that. That seems only natural to me. Because that also applies to consumers who pay too late," she concluded.


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