Consumer Rights

​Specific EU rules are protecting energy consumers, providing them with the freedom to select their energy supplier. By providing consumers with information and offering them options on how they can participate in the energy market, they will be better protected and in a stronger position in the energy supply chain.

Thanks to EU rules, all EU citizens now enjoy general consumer rights as well as a set of defined energy-related rights that have been in place since the opening of the energy supply market.

Energy consumers' rights must be at the heart of national legislation, which must reflect the provisions of EU legislation. Consumers must be guaranteed the right to:
  • an electrical connection so that families are connected to local electricity
  • network and supplied with electricity
  • a choice of electricity and gas suppliers and switching between suppliers, easy and without additional costs
  • clear information on the contract and right of withdrawal
  • accurate consumption and billing information based on consumption.

The EU rules outlines a comprehensive framework for consumer protection, information and empowerment in the EU electricity sector, for example:
  • energy bills will be made clearer and customers will get a summary of key contractual conditions to help them better understand sometimes complex terms and conditions
  • providers should give free-of-charge access to at least one energy comparison tool allowing consumers to find the best deal in the market
  • to help consumers better control their costs, information in electricity bills will be improved.

Citizens' Energy Forums

The Citizens' Energy Forum meets on an annual basis and aims to explore consumers' perspective and role in a competitive, 'smart', energy-efficient and fair energy retail market. As such, the forum serves to structure the debate and channel consumers', regulators' and industry's view on the energy market and its future, directly feeding into the work of the European Commission in the energy and consumer policy areas.

Eleventh Citizens' Energy Forum, 12-13 September 2019

The 2019 forum focused on how to achieve a fair and inclusive energy transition for all, including consumer's role in the changing energy market and their capacity to use opportunities offered by new technologies. The second day was dedicated to a Citizens' dialogue with youth on sustainable consumption. The forum was organised by the European Commission in collaboration with the Commission for Regulation of Utilities (CRU), Ireland’s independent energy and water regulator.
Tenth Citizens' Energy Forum in Dublin, 20-21 September 2018

The 2018 session aimed at placing the discussion on the role of consumers on the energy market in the context of the measures proposed by the Clean energy for all Europeans package and the new deal for consumers package. It also focused on presenting innovative solutions on the energy retail market in terms of consumer engagement and business models. The Citizens' Energy Forum 2018 was organised by the European Commission in collaboration with the Commission for Regulation of Utilities (CRU), Ireland’s independent energy and water regulator.
Ninth Citizens' Energy Forum in London, 30-31 May 2017

The 2017 meeting was dedicated to discussing the 'Clean energy for all Europeans' legislative package. The package places engaged and active consumers at the heart of future energy markets. Its proposed provisions aim to ensure that consumers across the EU have more choice, better information and protection, and the possibility of producing and selling their own electricity, individually and collectively. An adapted regulatory framework and increased transparency together with new energy technologies and innovative products and services will give more opportunities for citizens to become more involved in the energy system and respond to price signals. The forum was organised by the European Commission in collaboration with Ofgem, the UK's electricity and gas regulator.