Myths and realities of European electricity retail markets

MYTHS & REALITIES of
European Electricity
RETAIL MARKETS
WH Y I S TH ERE A NEED TO RE VEA L THE RE TAI L
MY T HS A ND REA L I TI E S?
A number of myths tend to hijack the European debate on retail electricity markets. Common
misconceptions include claims that energy bills increase due to rising company profits, or that
energy suppliers intentionally make it difficult for consumers to compare offers. These myths
need to be addressed and the realities properly clarified and explained.
The record must be set straight to allow the debate to focus on the real issues preventing
retail electricity markets from functioning properly. In this respect, it is crucial to fully and
constructively engage consumers.
To challenge these enduring retail myths, we consider the following elements: the nature of
the myth; the reality; and supporting evidence with quotes from authoritative sources such
as European and national regulatory authorities or the European Commission.
In a limited number of markets, where the situation is more complex, it can be harder to
debunk some of the myths. Where this is the case, we focus on further clarifying the intricacies
to give a more accurate picture of the reality.
Reality
Evidence
EU RE LE C TRI C in brief
The Union of the Electricity Industry – EURELECTRIC – is the sector association
representing the common interests of the electricity industry at pan-European level.
Our work covers all major issues affecting our sector, from electricity generation
and markets to distribution networks and customer issues. Our current members
represent the electricity industry in over 30 European countries, including all EU
Member States. We have also affiliates and associates on several other continents.
Our structure of expertise ensures that input to our policy positions, statements and
in-depth reports comes from several hundred active experts working for power
generators, suppl y c ompanies and distributi on network operators.
We have a permanent Secretariat based in Brussels, which is responsible for the
o v e r a l l o r g a n i s a t i o n a n d c o o r d i n a t i o n o f E U R E L E C T R I C ’s a c t i v i t i e s .
Dépôt légal: D/2016/12.105/14
Quote
Let’s debunk the retail electricity myths and focus on the
real issues preventing customer empowerment.
ENERGY BILLS INCREASE DUE TO
RISING COMPANY PROFITS
Many co nsu m er s b el iev e t h at elect ri city company profit s make up a l arge par t of their energy
b i ll . I n t h e U K m arket f or i nst an ce, a 2014 SSE/Yougov study showed that 30% of the surveyed
co nsu m er s t h o u g ht t h at energy su ppl ier profit s represent the l argest par t of their energy bi ll 1.
Reality
R isi ng re ta il e le c tri cit y prices are la rgely a result of gover nment add-ons, not of suppliers’
ma rg ins . Th ro u gho u t Eu ro pe , a stro ng and steady rise of taxes and charges aimed at financing
governm e n tal pol icies fo r re n e wable e nerg y, energ y efficienc y and social suppor t can clearl y be
obs e r ve d .
O ve r th e past years, du e to the
co m pe t i ti o n , wh olesale pri ces ha ve
m o re e f f i cie n t, dri vi ng costs down .
o f t he a ve ra ge re tail e le c tri cit y bill
l ib eralisation of electricity markets and the increase in
de creased and suppliers’ oper atio ns have become more and
To day, the energ y componen t only represents a bout a third
in Europe.
Su ppl i e rs’ marg ins are - l i ke in any o t her market - lin ked to a n u mber of variables and the y var y
d e pe n d ing o n the le ve l o f se r vi ce , the type of contract, the profile of cons umers, etc . However,
i n th e EU , margins ge n e rall y re prese n t a ver y small par t of cons umers’ energ y bills 2.
Evolution of Household Price Components
Evidence
% of total price paid by Households
100%
€cent/kWh
90%
8.5
8.0
8.1
7.5
7.7
Network
6.5
4.5
4.0
-7%
+47%
80%
45%
40%
36.8%
26%
26.7%
34%
36.5%
70%
60%
50%
6.7
Taxes & Levies
6.0
5.0
7.5
Energy & Supply
7.0
5.5
7.5
40% 26%
30%
5.1
5.4
5.1
20%
10%
4.6
2008
+18%
29%
Network
Tax & Levy
0%
2009
2010
2011
2012
2013
2014
Energy
2008
2009
2010
2011
2012
2013
2014
Average EU figures – Source EURELECTRIC 2016
“ Lo o k ing
Quote
a t t re nds in e ne rgy p rices si nce 2008, the following main conclus ions can be drawn:
elec t ri c i t y p rices, bu t eve n m o re i m p o rtantly, cost s, continued to rise overall for both households
a nd i nd u st ry, desp i te falling o r sta ble level s of consumptio n. (…) This rise in prices is driven
m a i nly by in c rea ses in ta xes/ lev ies a nd n etwork cost s. ”
(Communication from the European Commissi o n o n “Energy prices and cost s in Europe“,2 014, p.1 3)
“ T h e resu lt s o f t h e a naly s is ( ... ) su p port the conclu sio ns (...) that the energy component of
elec t ri c i t y a nd ga s re ta il p r ices ha s declined. RES charges, which represent a significant share
o f t h e no n- co ntesta ble cha rges, h ave off-set the be n efit s from the falling energy component in
seve ral ca p ital c it ies.”
(2015 ACE R/CE ER Market Monitoring Report , p. 31 )
1“Putting the customer first – How can we drive real consumer engagement with energy “, SSE and Yougov report, 2014: http://sse.com/media/268325/SSE_YouGov-Report.pdf
2 Based on informal discussions with our members, suppliers’ margins are estimated to make up less than 5% of consumers’ bills in most EU member states.
CONSUMERS DON’T SEE THE BENEFIT OF DECREASING
WHOLESALE ELECTRICITY PRICES IN THEIR BILLS
I t i s oft en aargued
rgued tthhat
at decreasi
decreasing
ng wh
wholesale
olesale prices
prices are
arenot
notpassed
passedt hro
ontuogh
consu
t o t he
m ers
cust
. Ret
o m ail
er.
elec
R et ai
t ri
l celect
i ty pri
ri cces
i t y pwou
ri ces
l d wo
al way
u l d salriways
se fast
rise
e r faster
t han t hey
t hanfall
t hey
when
fall co
com
mpared
pared t o wholesale prices.
Th i s i s oft
acco
enmacco
p an ied
m p an
byied
accusat
by accusat
i o ns aga
i onsinst
against
supplie
suppliers
rs f or not
f orbeing
not being
t ransparent
t ransparent
en o uen
gho u
and
gh
“and
ri p p“iring
ppoff”
i ng off”
t h ei rt hcust
ei r ocust
m e rosm
. er s
Reality
Th ere is a dist in c tio n to b e made b e tween the total retail price and the en erg y compon en t of the
to ta l re ta il price . T h e fo rm e r in cl u des all cost compon en t s, i.e. en erg y, n etwork , taxes and
cha rges. T he latte r o nl y re f le c ts the costs to sou rce, trade, hedge and su pply electricity from the
w h olesa le ma rke t i n d i f fe re n t ti m e f ram es (for ward, spot, etc.) , incl u ding balancing costs, as well
as suppl ier o p e ra ti ng cost s (e .g . ma rke ting, customer acquisition , customer care, billing, etc.)
and su ppl ie r margin .
W h ilst t he deg re e o f co n n e c tio n b e twe en wholesale electricity prices and the en erg y compon e nt
o f re ta il prices d if fe rs b e twe e n co un tries, b oth elemen ts are strongly correlated in competitive
E U re ta il ma rke ts. In additi o n , ma rk-ups are n ot equivalen t to suppliers’ prof it . Suppliers must
i ndeed cove r the o p e rati ng costs m e n tion ed above.
Relationship between the wholesale price and the energy component of the retail price and the
evolution of the mark-up
Evidence
100
100
80
80
euros/MWh
120
euros/MWh
120
60
40
40
20
20
0
2008
2009
2010
2011 2012
Finland
2013
0
2014
2009
2010 2011 2012
Netherlands
2013
2014
2008
2009
2010
2013
2014
100
euros/MWh
100
80
60
80
60
40
40
20
20
0
2008
120
120
euros/MWh
60
0
2008
2009
2010
2011 2012
Norway
2013
2014
Mark-up
Source: 2015 ACER/CEER Market Monitoring Report
-20
Wholesale
Retail
2011 2012
Sweden
120
120
100
100
80
80
euros/MWh
euros/MWh
Relationship between the wholesale price and the energy component of
the retail price and the evolution of the mark-up
60
60
40
40
20
20
0
0
-20
20 0 8
2009
2010
2011
2012
2013
-20
2014
120
120
100
100
euros/MWh
euros/MWh
Belgium
80
60
40
40
20
20
20 0 8
2009
2010
2011
Italy
2012
2013
Mark-up
2009
2010
2011 2012
Denmark
2013
2014
2008
2009
2010
2011 2012
Portugal
2013
2014
80
60
0
2008
0
2014
Wholesale
Retail
Source: 2015 ACER/CEER Market Monitoring Report
“ Cl ea rly,
m a rk-u ps a re no t t h e sa m e a s profit s as suppliers have to pay additional operational
cost s ( e .g. m a rke t ing , sales, c u st o m e r services, overheads etc.) in bringing a product t o market.”
Quote
( 2 015 AC E R / C EER Ma rke t Mo ni t o ri ng R ep o rt , p.71)
“ As
indi ca ted, m a rk-u p di f f e re nces can be p a rtially expla ined by di fferences in suppliers’
o p e ra t i ng cost s a nd/ o r e x p e nditu res i ncurred in acquiring and retaining cons umers (i.e. mark-up
i s no t f ixed a nd ca n va ry f o r t he s a m e supplier during campaigns and other times). These cost s
m ay be h ig he r in co u nt ries ( … ) whe re switching rates are re latively high and where suppliers face
s i g ni f ica nt co m p e t it i o n a nd t h e re f o re have highe r sales, marketing and cu stomer serv ices cost s. ”
( 2 015 AC E R / C EER Ma rke t Mo ni t o ri ng R ep o rt , p.72)
REGULATED PRICES ARE A GOOD THING:
THEY PROTECT CONSUMERS
R egu l a t ed p ri ces are oft en pe rceiv ed as a shield against the market . Th ey w o u ld protect
co nsu mer s f rom m a rket p ri ces, wh i ch are t ho u ght t o be inevit ably increasing.
Reality
Reg ulate d e n d- use r p rices may pro te c t consu mers from increases in en erg y costs in the sho r t
term , bu t th is is o f te n at the ex p e nse of n on -regulated customers (e.g. businesses), el ectricity
co m pan i es an d pu bl i c f inan ces whe re electricity tarif f def i cits are incurre d. In the medium to
l o ng run , regula te d p ri ces – espe ciall y when set b elow market costs – are not sustainable and
harm t h e inte rest s o f a ll co nsu m e rs.
Re ta il p ri ce regulat io n is also a se rious obsta cle to compe titi on among electricity supply
co m pan i es. I t re d u ces the in ce n tive o n companies to become more ef ficient and may stifle the
d e vel o pmen t o f val u e -adde d se r vices such as d ynami c pricing. In additi on, regulated prices
im pede co nsu m e rs f ro m real ising t he t rue va l u e of the en erg y they consu me, the refo re
un de rm i n i ng the po te n tial o f de man d respo nse.
So met im es, reg ulate d p ri ces a re de vised to protect the financially vul n erable. However, doing
s o is o f te n co un te rp ro d u c t ive : it do es not take peo ple out of broader pover t y; the pricing
m et ho d ol o g y lacks tra nspare n c y ; an d it may increase en erg y costs for vul n erable and
n o n-vul n e rable co nsum e rs al ike . Othe r more sustainable and targeted m easu res (e.g. via gen eral
ta xa ti o n o r th ro u gh e n e rg y e f f icie n c y finan cing schem es) sho uld therefore be explored to h elp
Member S ta tes phase regulate d p rices out . In any case , according to the European Cour t of
J ust ice , regulate d prices can o nl y b e appli ed in exce ptio nal circumstances and not as a main rule
fo r pr ice se tting .
F i na ll y, it is im po r tan t to spe cif y that p hasing- out regulated prices does not imply the end of flat
tarif fs o r f ixe d pay m e n ts, which suppl iers can still propose to their customers.
Evidence
I n Bulga ria : cappe d pr ices fo r ho use h olds are subsidised by n on - ho usehold customers. “The
e ne rgy co m p o ne nt f o r bu si ness c u st o m ers is much h ighe r and comp ensates the losses from the
sale o f e ne rgy t o t he ho u se h ol ds.” ( So u rce: Ene rgy Ma n agem e nt Inst itu te , Bu lga ri a )
Weighted average electricity prices for regulated market since 1 Nov 2015, eur/MWh
80
75
70
45%77
purchase price 59 eur/MWh from
the public provider NEK
76
73
65
60
55
50
55
58
53
45
40
35
30
non-households
households
CEZ
Source: Energy Management Institute, Bulgaria
EVN
Energo-Pro
I n F ra nce: pr ices fo r ho use h olds are still fully regulated and since 2012 the gover nment
s yste mat icall y has se t re tail pri ces to a dif ferent level than the one recommended by the natio nal
reg ulato r y au tho ri ty ( NRA) , leadi ng to tariff deficits, cour t rulings, red tape, additio nal costs and
co nsu m e r co n fusio n .
2014
2015
2013
Recommend on
↗ 11.3%
↗ 1.6%
↘ 0.9%
by NRA
Decision by
↗ 5%
↗ 2.5%
R eg u l at ed pri ces are oft en pe rceiv
ed as a shield against
the market . They ↗w 2.5%
ould protect
government
co nsu m er s f ro m m arket p ri ces, wh i ch are perceived as inevit ably going up.
Source: EURELECTRIC table based on figures from Commission Régulation Energie (CRE), France
E xa m ples of co un tries w he re su ppl i e rs are not allowed to cover the ir costs:
Relationship between the wholesale price and the energy component of
the retail price and the evolution of the mark-up
120
120
100
euros/MWh
euros/MWh
100
80
60
80
60
40
40
20
20
0
0
-20
-20
2008
2009
2010
2011 2012
Lithuania
2013
2014
Mark-up
45%
-40
Wholesale
2008
2009
2010
2011 2012
Romania
2013
2014
Retail
Source: 2015 ACER/CEER Market Monitoring Report
Quote
“A r t if i c i ally low reg u l a ted p rices ( eve n w ith out pushing them below cost s) limit market entry and
i n nova t io n , p ro m pt co nsu m e rs t o dise ngage from the switching process and consequently hinder
co mpe t i t io n in re ta i l m a rke t s. In a ddi t i on, they may increase investor uncertainty and i mpact the
l o ng -te r m sec u rit y o f su p ply. Fu rt h e r m ore, regulated prices (even when set above cost s) can act
a s a p r ic ing f o cal p o int whi ch co m p e t ing suppliers are able to cluster around and at least in
m a rke t s f ea tu ring st ro ng co ns u m e r ine rtia can al so considerably dilute competition. ”
(2015 ACE R/CEER Market Monitoring Report , p.87 )
“We n o te t ha t a p r ice ca p m ay redu ce the incentives that energy suppliers have to innovate, for
e xa m ple i n te rm s o f t im e-o f-u se ta r if f s , as they are unable to charge a premium for new/innovative
p ro d u c t s . Mo reove r, we co nsid e red t ha t a price control could de ter entry and growth by potential
co mpe tit o r s a s t h e re wo u ld be li kely t o be insufficient headroom wit hin the regulated price level
t o allow t h e m t o invest in a dve rt i si ng and other cost s ass ocia ted with customer acquisit ion. ”
(UK Competition & Market s Authority, Energy market investigation, N otice o f possible remedies, 20 15, p.46 )
ELECTRICITY GENERATION AND SUPPLY IN THE
SAME HANDS CAN ONLY HARM COMPETITION
So me st akeh ol d er s ex press co n cerns a bout ver tical integra t io n of generat io n and supply in t he
elec t ri c i t y sect or. Th ey arg ue t h at su ppliers which are par t of a company owning genera t ion
h av e n o i n cent iv e t o off er co nsu m er s energy efficiency se rvices or fle x ible produ ct s (e.g.
p ro d u c t s wi t h h o u rly sett lem ent ) si n ce they have an interest in high wholesale prices.
I t is wo r t h re call i ng t hat i n m ost E U co un tries:
Th e n u m b e r o f su ppl i e rs wit h n o gen eration asset s is growing
Reality
I n teg rate d co m pan ies wi th ge n eration and supply activities are organisa tionally divided
i n to t wo o r m o re co m pan ies
I f a co nsu m e r in te reste d i n a spe cific prod uct ca n n ot get it from its su pplier, h e/she
can swi tch to an o t he r su ppl ie r
Th e i m pa c t o f ve r tica l in tegra ti o n o f ge n erati on and su pply on compe titi on was on e of the issues
ca re full y l oo ke d at by th e UK Co m pe titi on & Markets Autho rity (CMA) in its en erg y market
invest iga ti o n 1. T he C M A co n cl u de d that ver ti cal in tegration in the UK does not harm compe titi on
si n ce th e re is n o e vi de n ce that:
I n de p e n d e n t ge n e ra to rs a re harmed because of ver tically integrated suppliers refusing
to buy f ro m t he m , o r buyi ng o n worse terms
Ve r ticall y in tegrate d ge n e ra to rs refuse to supply in depen dent ( n on-ver tically in tegrated)
su ppl i e rs , o r su ppl y t he m o n worse terms
Ve r ticall y i n tegrate d suppl ie rs rais e barriers to entr y and grow th by new su ppliers by
p re ve n ting t he m to se cu re su f f i cient wholesale en erg y
OVERVIEW OF THE ENERGY SECTOR IN INDIVIDUAL EU MEMBER STATES
Evidence
COUNTRY
NUMBER OF MAIN POWER GENERATION UTILITIES
NUMBER OF ELECTRICITY RETAILERS
Austria
4
152
Belgium
2
33
Bulgaria
5
24
Czech Republic
1
360
Croatia
2
9
Cyprus
1
1
Denmark
2
55
Estonia
1
42
Finland
4
70
France
1
183
Germany
4
>1000
Greece
1
11
Source: European Commission, Country Reports, 2014
1 Energy market investigation, Provisional findings report, CMA, July 2015
OVERVIEW OF THE ENERGY SECTOR IN INDIVIDUAL EU MEMBER STATES
Evidence
COUNTRY
NUMBER OF MAIN POWER GENERATION UTILITIES
NUMBER OF ELECTRICITY RETAILERS
Hungary
4
43
Italy
3
412
Ireland
5
6
Latvia
1
6
Lithuania
6
27
Luxembourg
2
11
Netherlands
4
35
Poland
6
82
Portugal
4
10
Romania
5
54
Slovakia
1
71
Slovenia
2
13
Spain
5
225
Sweden
3
120
UK
7
32
Source: European Commission, Country Reports, 2014
“ We h ave co nside red t h e va rio u s m ea ns by whi ch Verti cal Integration (V I) cou ld potentially harm
Quote
co m pe titio n a nd ca u se ha rm t o co nsu me rs. (…) Our provisi onal v iew is that VI does not h ave a
de t rime ntal i m p a c t o n co m p e t it i o n fo r independent suppliers and genera t ors.”
( U K Co mpetition & Market s Authorit y, Energy market invest ig ati on, Notice o f possibl e remedies, 2015, p.231-23 2)
LOW SWITCHING RATES PROVIDE PROOF
THAT COMPETITION IS NOT WORKING
Sw i t ch i ng i s oft en co nsi d ered a s t h e key indicat or of well-funct io n ing ret ail market s. By
e xe rc i si ng t h ei r ri ght t o swi t ch , co nsu mer s pl ace co m pet itive pressure on suppliers to deliver
b est se r v i ces at t h e b est pri ces. Low switching rates are thus seen as a sign that consumers
a re n ot eng ag ed and t h at co m pet i t i o n does not work eff ect ively.
Reality
While switching rates do say something about the level of competiti on in a market, they should
not be considered as the sole ind icator of market functioning. Indeed, consumers may decide not
to switch for a variety of reaso ns, e.g. the y are satisfie d with the contract and qual ity of ser vice
provided by the ir current supplier; their supplier offers a variety of additi onal ser vices that
competitors do not offer; the y perceive the potential gains as too small compared to the ir current
contract; etc.
In addition, consumers some times switch offers or tariffs with the same supplier, which is usually
not counted as switchi ng. Switching may even go down in highly competiti ve markets since it
might no longer offer sufficien t finan cial benefits.
Crucially, whilst real savings are one of the key drivers for switching, it is impor tant to remember
that, on average across Europe, abou t two thirds of the bill are fixed an d devoted to collecting
taxes, policy support costs and network charges. Competition therefore occurs on a small part of
the bill.
Factors preventing electricity and gas consumers from switching – 2014
Evidence
10
9
8
7
6
5
4
3
2
1
0
Insufficient
monetary
gain
Lack of
trust in
new supplier
Perceived
complex
switching
process
Too much
'hassle'
to bother
1 – not at all important
10 – very important
Source: 2015 ACER/CEER Market Monitoring Report
Satisfaction
Loyalty to
Lack of
with
existing
awareness
current
supplier/brand of choice
supplier
Regulated
price
Electricity
Gas
Electricity/gas
are not
interesting for
consumers
Too
much
choice
What factors would motivate you to switch to a new electricity provider?
Better payment options
Base: Respondents in deregulated markets only.
Source: Actionable Insights for the New Energy Consumer, Accenture, 2012, www.accenture.com
40.1%
42.0%
40.6%
37.8%
42.7%
48.9%
49.6%
56.1%
56.5%
53.8%
39.5%
36.7%
48.1%
49.6%
36.1%
49.4%
34.9%
47.8%
32.9%
32.7%
37.1%
31.4%
26.6%
22.8%
16.5%
+
42
42
£3
20
-3
-3
00
£3
£3
20
00
-3
£2
80
-2
60
£2
£2
40
-2
80
60
40
-2
20
£2
20
-2
£2
00
-2
80
£1
£1
60
-1
00
80
60
-1
40
£1
20
£1
40
-1
20
£1
00
-1
00
-1
0
£8
0
-8
0
0
£6
0
-4
0
-6
0
£4
0
£2
-2
£0
≤£
0
0.7%
0.9%
7.1%
10.2%
12.3%
17.6%
24.6%
33.8%
Percentage of respondents switching
Wave 1 respondents
31.7%
46.3%
All respondents
47.9%
Switching rates by size of saving (£)
57.1%
In the UK gains drive switching, but many don’t switch despite large gains
Source: UK Center for Competition Policy
“ W h i le
Quote
h i g he r switching ra tes a re i ndicative of more co mp etitive market s, they s hou ld be
co nsi d e red in co n j u nc t io n wit h o t he r co mp et it io n indica t ors. Switching rates are, for example,
so m eti m es h igh( e r ) du r ing t h e ea rly stages of market o p ening, when consumers first exercise
t h ei r ch o i ce , bu t m ay t h e n sta b ili se a s a market matures. On the other hand, if consumers are
sa t i sf ied w i t h t heir c u rre nt su p pl ie r s, they may have no reason to change supplier (e.g. their
c u rre nt su p plie r d elive rs co m p e t it ively priced produc t s and g ood quality ser vice) and, the refore,
sw i tch ing ra tes m ay be l ow eve n i n a very co mp et itive market . ”
(2015 ACER/CEER Market Monito ring Report , p.5 7)
“ ( … ) A low switch ing ra te do es no t necessarily imply that consumer inv olvement is low. The sha re
o f co nsu m ers re nego t ia t i ng co nt ra c t s must al so be taken into conside ration, as well as the share
o f co nsu m e rs wh o sea rch f o r be tte r d eal s, but su bsequently make the in fo rmed dec ision not to
sw i tch . ( … ) Ano t he r i m p o rta nt se t o f in forma tion is the number of successful re negotiat ions,
w h e reby t h e c u rre nt su p plie r o f f e r s co mp etit ive p rices and quality ser vices to the satisfa c t ion of
bo th e x ist i ng a nd new c u st o m e rs . ”
(CEER Paper on Well-functioni ng retail market s, 20 15, p.2 4 )
TOO MANY OFFERS MAKE THE MARKETPLACE UNNECESSARILY
COMPLEX. ALL THAT CONSUMERS WANT IS ENERGY
Co nsu m er s are oft en por t rayed as b ei ng a like-minded monolit hic group all wanting the same
p ro d u c t . Th eref ore, rest ri c t i ng t h e n u mber of off ers is seen as benefi cial as it w ould simplify
t h e m a rket .
Reality
Co nsu m e rs are a ll dif fe re n t: so m e wan t the simplest and cheapest prod ucts; others seek to reduce
t h e ir e nviro n m e n tal im pac t an d b e more energ y ef ficient or generate their own renewable
e le c tr i ci ty. S o m e e ngage d co nsu m e rs will want more complex tariffs, such as Ti me of Use.
T h e re fo re , l im it ing th e n um b e r o f o f fe rs - as experimented or considered in some countries - is
n o t t h e rig ht way fo r war d. The b e havi our of consumers - and their underlying motivati ons - are
n o to ri o usl y dif f icul t to m easu re , un de rstan d and pre dict . Wh ilst it may h elp reassure consumers
t hat t h e nu m b e r o f o p tio ns the y face is not in timidating, it may also reduce incentives for them
to e ngage , fo r exam ple by re d u ci ng d if ferentiation between suppliers and weakening suppliers’
a bil it y to tail o r p ro d u c t s to the n e e ds and preferences of different consumers.
T h e re a re many ways to he l p co nsu m e rs choos e the products best suited to their needs without
ha m pe r i ng in n ovati o n , e .g . p rice co m paris on tools, personalised advice by energ y su ppliers or
co nsu m e r asso cia t io ns , e tc.
Three examples of 4-member families with similar appliances, but different lifestyle and load curves
Evidence
Source: Smart Electric Lyon, EDF
Consumer segments have different values and preferences when it comes to energy management
Self-reliants
Tech-savvys
14%
13%
Social
independents
Traditionalists
18%
15%
18%
22%
Service-centrics
Cost-sensitives
Base: All respondents
Methodology note: Results based on a conjoint analysis
Source: Revealing the Values of the New Energy Consumer, Accenture 2011, www.accenture.com
The majority of consumers appreciate a company that allows tailoring of products and services
82%
6%
Agree + strongly agree
Disagree + strongly disagree
Base: All respondents
Source: Building a Differentiated Service Experience Strategy, Accenture 2010, www.accenture.com
“ Th e i nc rea si ng dive r si t y a nd va rie t y of offers, inclu ding those with addit ional ser vices, is a si gn
Quote
o f m o re i n n ova t io n in t h e sec t o r. Su ch offers help raise consumer interest in p rice comp aris on
t o ol s a nd t he m a rke t i n ge ne ral. ”
(2015 ACE R/CEE R Market Monito ring Repo rt , p. 50 )
“ We
co nside r t ha t t h e rest ric t i o ns im p osed by the Retail Market Review (RM R) four-tari ff rule
lim i t th e a bil it y o f su p pl ie rs t o i nn ovate and prov ide product s which m ay be beneficial to
c u sto mer s a nd co m p e t it i o n. This is o f particular concern over the longer term as RM R rules co uld
p o te nt i ally st if l e i nnova t io n a ro u nd sma rt meters. ”
(UK Competition & Market s Autho rit y, Energy market investigat ion, Not ice o f possible remedies, 20 15, p 3 1)
ELECTRICITY COMPANIES INTENTIONALLY MAKE IT
DIFFICULT FOR CONSUMERS TO COMPARE OFFERS
Su p pl ier s are oft en t h o u g ht t o m ake off er s overly complex so that the majority of consumers
can n ot u nder st and and co m pa re t h em . This would make it difficult f or consumers to determine
i f t h ey sh o u l d swi t ch t h ei r su ppl ier or not
Reality
N o t a ll co nsu m e rs have th e sa m e n e e ds and prio rities wi th regard to energ y. It is therefore crucial
to e nsu re t hat the y can f re e l y cho ose f rom a range of prod ucts, ser vices and contract types, like
i n any o t h er mar ke t . T he y sho uld b e able to base t he ir cho ice not only on price and brand, but
a ls o o n featu res su ch as bill ing ty pes and frequenc y, contract durati on, terms of payment, ser vice
le vel , g ran ularit y o f i n fo r mat io n a n d source of electricity.
E n e rg y co m pan i es are wo r king hard to facilitate comparability of offers e.g. by fin ding improved
ways to ex pla in ta r if fs . S im pl if ying t he pres entati on of offers should however not lead to rules
w h i ch re du ce in n ovat io n an d re du ce consumer choice.
T h e re are many ways to h e l p co nsu m e rs cho ose the produc ts that are b est suited to t he ir needs
wi t ho u t ha m pe r ing in n ovat io n :
P r ice co m pa riso n to ols can hel p consumers unde rstand the characteristics of energ y
p ro d u c t s by displaying the m i n a clear ma nner and by using simple language
E n e rg y su ppl i e rs a n d En e rg y S e r vice Companies (ESCO s) can – and already d o – provide
p e rso nal ise d advice to th e i r customers, e.g. what is the cheapest and m ost appro priate
ta r if f co nside ring t he i r si tu a tio n an d consumption p rofile
Regulato rs , busin esses a n d co nsumer associations ca n work toge ther on consumer
i n fo r matio n a n d e du cat io n to im prove understand ing a nd engagement in retail energ y
ma r ke ts
I m p rove d transpar e n c y in p rice an d o f fers is also lin ked to better regulati on. Policy-makers need
to assess t he im pac t o f cu rre n t legislative provisions regulating the presentation of prices an d
o f fe rs to str ike a balan ce b e t we e n sim plicity and unde rstan dabil ity.
Many suppliers display their offers on a like for like manner as much as possible:
Evidence
Engie/Electrabel - Belgium
EDF energy – UK
In Februar y 2016 EUREL ECTRIC co-signe d a statement wi th Eurogas and the European
consumer’ s organ isati on BEUC through w hich su pplie rs commit to fur th er suppo r t the
compara bility of energ y offers by providing 5 key elements to consumers in one place ,in a
short,
easily
understandable,
prominent
and
accessible
manner:
http://www.eurelectric.org/media/263669/joint_statement_-_improved_
comparability_of_energy_offers_-2016-030-0116-01-e.pdf
Pri ce co m pa riso n websi tes a re available in most EU countries:
Availability of price comparison websites
Country
Electricity
Gas
AUSTRIA
http://www.e-control.at/haushalts-tarifkalkulator
http://www.e-control.at/haushalts-tarifkalkulator
BELGIUM
http://www.brusim.be/
http://www.brusim.be/
BULGARIA
Information from NRA
Information from NRA
CROATIA
https://kompare.hr/
Supplier’s site: http://www.gpz-opskrba.hr/
CZECH REPUBLIC
http://kalkulator.eru.cz/ and http://www.cenyenergie.cz
http://www.cenyenergie.cz
CYPRUS
Information from NRA
n.a.
DENMARK
http://www.elpristavlen.dk/
http://gasprisguiden.dk
ESTONIA
https://minuelekter.ee/calc
Supplier’s site: http://www.gaas.ee
FINLAND
http://www.sahkonhinta.fi/
http://www.gasum.fi/Yksityisille/Kodin-lammitys/hinnastot/
HUNGARY
Information from NRA and other offers from 3 suppliers
http://www.vasarlocsapat.hu
IRELAND
http://www.bonkers.ie/compare-gas-electricity-prices/electricity/
http://www.bonkers.ie/compare-gas-electricity-prices/gas
ITALY
http://trovaofferte.autorita.energia.it/
http://trovaofferte.autorita.energia.it/
LATVIA
Information from NRA
Information from NRA
LITHUANIA
Information from NRA
Information from NRA
LUXEMBOURG
www.calculix.lu
http://www.ilr.public.lu/gaz/fournisseurs/
MALTA
Information from NRA
n.a.
NETHERLANDS
http://www.energieleveranciers.nl/energie-vergelijken
http://www.easyswitch.nl/energie
NORTHERN IRELAND
http://www.consumercouncil.org.uk/energy/price-comparison-/
n.a.
NORWAY
http://www.konkurransetilsynet.no/en/Electricity-prices/Check- power-prices/ n.a.
POLAND
http://ure.gov.pl/ftp/ure-kalkulator/ure/formularz_kalkulator_html. php
Information from NRA
PORTUGAL
http://www.erse.pt / Simulador de Preços de Energia Elétrica
http://www.erse.pt / Simulador de Preços des Gas Natural
ROMANIA
Information from NRA
Information from NRA
SLOVAKIA
http://www.urso.gov.sk:8088/CISRES/Agenda.nsf/ KalkulackaElektrinaNewWeb http://www.urso.gov.sk:8088/CISRES/Agenda.nsf/ KalkulackaPlynNewWeb
SLOVENIA
SPAIN
http://www.agen-rs.si/primerjalnik/index.php?/kalkulatorelektrika/
http://comparadorofertasenergia.cnmc.es/comparador/
kalkulator/action/korak2/redirected/1/
http://comparadorofertasenergia.cnmc.es/comparador/
SWEDEN
http://www.ei.se/elpriskollen/
http://www.energimarknadsbyran.se/Gas/Dina-avtal-och- kostnader/Gaspriskollen/
Su
p pl ie r s are sowww.energie-info.fr
m et i m es sai d t o m ake off ers overly complex
so that the maj ority of consumers
FRANCE
www.energie-info.fr
can
n
ot
u
nd
er
st
and
and
co
m
pare
t
h
em,
making
it
di
ffi
cult
to
determ i ne if they sho u ld swit ch
GERMANY
www.verivox.de
www.verivox.de
su
ppl ier or n ot . NRA
GREECE
http://www.aerioattikis.gr/default.aspx?pid=34&la=1&artid=135
http://www.agen-rs.si/primerjalnik/index.php?/kalkulatorplin/
Source: ACER, November-December 2014
“ Th e
Quote
Fo ru m welco m es t he j o i nt sta te ment of BEUC , EURE LECTRIC and EU ROGAS on imp roved
co mpa ra b ilit y o f e ne rgy o f f e rs t o allow consumers to make choices that best meet their needs,
a nd en co u rag es rel eva nt m a r ke t a c t o r s t o follow these principles . ”
(Conclu sions from the 8th EU Cit izens ‘Energy Forum, 201 6)
“ Th e i nc rea si ng dive r si t y a nd va rie t y o f offers, inclu ding those with addit ional ser vices, is a sign
o f m o re i n n ova t io n in t h e sec t o r. Su ch offers help raise consumer interest in p rice comp arison
t o ol s a nd t he m a rke t i n ge ne ral. ”
(2015 ACE R/CEE R Market Monito ring Repo rt , p. 50 )
CONSUMERS ACROSS EUROPE ARE NOT
SATISFIED WITH ELECTRICITY COMPANIES
Th e Eu ro pean Co m m i ssi o n’ s co nsu m er scorebo ard regul arly pictures t he energy sector as one
of th e wor st per f or m i ng f or co nsu m e r s at EU level.
Reality
We do a cknowle d ge that su ppl ie rs, n e w and old, have had a l ot to learn and are still learning.
Clearl y, co m pan ies m ust fu r the r wo r k to en ha n ce consu mers’ trust – in pre-sale areas like
marke ti ng an d co n tra c ti ng a n d i n post-sale operations like consu mer satisfaction , billing, and
d ispu te resol u tio n – an d to design o f fers that respon d to consu mers’ n eeds.
Howe ve r, we als o th i n k it is fa i r to obser ve that:
Th e le ve l o f co nsum e r sa tis fa c t ion is quite high a n d is improving in several countries,
e .g . Be lgium , Finla n d , Fran ce , the Net herlands, Nor way, Sweden , the UK, etc.
Ma ny co nsu m e rs ’ co m pla i n t s a re a b o u t i n creasi ng p r i ces – s o m e t h i ng su ppl i e rs a re
ma rgina ll y resp o nsible fo r as rising prices are mainly du e to govern men t add- ons (strong
r ise o f taxes a n d su pp o r t costs for ren ewable en erg y, social suppor t and en erg y
effici e n c y )
Many o p ti o ns wh ich will all ow suppliers to improve the consu mer’s experien ce are n ot
ye t in pla ce , e.g. s mar t m e te rs, bill ing on a ctu a l consu mption , e tc.
Consumer satisfaction with electricity suppliers in Sweden, Finland and Norway:
Evidence
76
74
72
%
70
68
66
64
2011
2012
2013
2014
2015
Sweden
Finland
Norway
Source: EPSI Rating Danmark, 2015
Consumer satisfaction with electricity suppliers in Belgium (Flanders):
Complaints about suppliers
to Ombudsman
6.759
- 41%
3.982
Suppliers with 5 VREG stars for
quality of service
20%
63%
80%
Complaints
2012
2014
2012
2013
Source: Ombudsman Energie, Activiteitenverslag 2012, 2013, 2014 VREG service checks, 12 January 2015, Accenture analysis
2014
Consumer satisfaction with the services provided by their energy supplier in the Netherlands:
22%
Switching
67%
9%
Overall service
13%
68%
18%
Energy bills
13%
67%
17%
Customer-friendliness of
your energy supplier
14%
66%
19%
Handling questions
or complaints
16%
Price
18%
62%
10%
54%
31%
4%
Source: Consumentenmarkt elektriciteit en gas eerste helft 2015 (National Regulatory Authority)
Most household customers are not yet equipped with smart meters for electricity – 2014 (%)
100
90
80
70
60
50
%
40
30
20
2013
IT
SE
FI
EE
MT
SI
DK
NL
ES
AT
NO
PL
CZ
GB
BE
LV
FR
SK
RO
PT
LU
IE
LT
HU
HR
GR
CY
DE
0
BG
10
2014
Source: CEER Database, National Indicators (2014–2015).
“ The
m ost co m m o n co m pla i nt s by ho u sehold cust omers are related to price, contract or billing
i ssu es ( … ) . T his i s t ru e f o r t he el ec t ric it y as well as for the ga s reta il market.”
Quote
(2015 ACE R/CE E R Market Monitoring Report , p. 13 3)
SUPPLIERS ARE AGAINST ENERGY EFFICIENCY,
SELF-GENERATION AND ENERGY COOPERATIVES
Su p pl ier s a re oft en t h o u g ht t o oppose t he develo pment of energy efficiency, self-generat ion
and ene rgy co ope rat iv es because i t wou ld unde rm ine t heir business m o del.
Reality
Suppl iers’ trad iti o nal co re busi n ess is progressivel y changing and the ir poten tial growth
o ppo r tuni ty pre cis e l y l ies in a n um b e r of n ew produ cts a n d ser vices for consu mers. Suppliers
i ncreasi ng l y o f fe r n e w val u e packages aroun d deman d response, sel f-gen eration , batte r y
sto rage, ene rg y e f f icie n c y in cl u ding building ren ovation , as well as quick win sol u tions like smar t
t h erm osta ts . T h e y a re at th e fo re f ro n t of in n ovation in many European marke ts, sometimes taking
u p th e role o f En e rg y S e r vice Co m pa ny (ESCO) or a ggregator, sometimes par tn ering with them .
Suppl iers a ls o have co m m e rcial in ce n tives to devel op en erg y ef f icien cy ser vices (e.g. interac tive
tools to h el p co nsum e rs regulate t he i r consu mption ) which are a means to reduce peak load
cu r ves an d to make ro o m fo r n e w de ma n ds for elect ricity such as electric vehicles.
Many su ppl ie rs su pp o r t t heir custo mers who want to invest in jointly-own ed photovoltaic
sch emes o r wi n d fa rm s . T h e y ca n ta ke on the constru ct ion and opera ting risks con n ected to the
p ro du c tio n o f e le c tr i cit y, wh ile all owing people to buy stakes in the projects, inciden tally
i ncreasi ng th e acce p tan ce o f thes e te chnol ogies.
Fi na ll y, so m e su ppl i e rs su pp o r t co nsu m ers who wa n t to set up an en erg y cooperative, by e.g.
ma na gi ng all adm in istra ti ve p ro cesses and fina n cial f l ows, hel ping them bu ild the ir own green
energ y su ppl y ste p by ste p, a n d backing them u p with 1 00% ren ewable electricity as l ong as
needed.
Utilities’ traditional core business is shrinking, but new growth areas can offset the decline
Evidence
European industry EBIT, EUR billions
138
45%
114
Downstream
1
6
6
14
31
T&D 2
25
RES
16
30
Conventional
generation 3
55
49
2012
Decline in
conventional
generation
Growth in
traditional
T&D
RES
Downstream
2020
1 Includes power sales and new downstream (distributed generation and storage, electric vehicle infrastructure, new downstream products
and services, power flow optimization)
2 Includes smart grids
3 Assuming no change in commodity prices vs. today
Source: McKinsey Industry Vision
Examples of innovative services by suppliers are featured in EURELECTRIC’s innovation website
45%
Source: EURELECTRIC - http://www.eurelectric.org/innovation/
“ O ve r
Quote
th e la st f ew yea r s, re ta i l e ne rgy ma rket s have w itnessed increased ev iden ce of produc t
inn ova tio n o f f e red by bo t h well-esta bl ished suppliers and by smaller niche pl aye rs. (…) The
in n ova tio n in re ta il p ro d u c t s m ay i nclude characteristic s such as contract duratio n, price
p rese rva tio n p e rio ds, du al-f u el o f f e rs, a ddit ional ser vice prov isi on or re newable/green features.
T h ese innova t ive p ro du c t s o f f e r m o re choice to consumers in an industry that was once considered
to be co m ple tely h o m o ge neo u s . ”
(ACER/CEE R 2014 Market Mo nito r i ng Repo rt , p. 6 6 )
“ In
so me co u nt r ies ( e .g . Grea t Br itain and Ireland), elec t ricity and gas suppliers are al so
e x pa nding t heir bu siness a rea s a nd m oving towa rds becoming ‘energy ser vice providers’. Most
su p pl ie r s o f f e r h o m e i nsu la t io n , bo i le r insurance and s ma rt metering produc t s and services.
A no th e r em e rgi ng m a rke t is t h a t o f m i cro-genera t io n. Most suppliers offer product s and services
i n th i s a rea , inc lu di ng install a t io ns of technologies such as Photovoltaic s (P V), wind, solar
th e rm al, biom a ss a nd hea t p u m ps. B o i ler installation and other t y pes of ho me improvement , su ch
a s i nsu la t io n a nd bo i le r m a i nte na nce , are al so offered by many supplie rs. So me suppliers al so
o f f e r plu mbing, dra inage a nd el e c t rical i nsurance (…). A limited number of suppliers al so o ffer
ph o ne a nd/o r bro a dba nd se rv ices . ”
(2014 ACE R/CEE R Market Monito ring Repo rt , p. 67 )
SUPPLIERS INTENTIONALLY MAKE BILLS
COMPLEX TO CONFUSE CONSUMERS
Ene rgy b i ll s are oft en repor t ed t o b e t oo complex . Many consumers – and consumer associa t ions
– th i n k t h ei r su p pl ier s a re respo nsi ble f or that . As t he situat io n does not seem to improve,
so me suggest st anda rdi si ng t h e b i ll ’ s f ormat .
Su ppl ie rs are in co nstan t dia l o gu e with their customers (e.g. consu mer panels) and they are
ta king ste ps to make e n e rg y bills clearer 1.
Reality
H owe ve r, i n m ost EU Me m b e r S tates, bills are heavily regulate d. While many consu mers indee d
co m plai n t hat the re is to o m u ch in fo r mation on their bills, making them difficult to read, suppliers
a re o f ten n o t all owe d to sim pl if y o r i m prove them.
Be fo re co m ing u p wi th m o re regulation , polic y-makers should assess the impact of current
Eu ro pea n an d natio nal legislati ve provisio ns regula ting the presentation of bills. There would
b e meri t i n e n co u ra gi ng m o re e vi de n ce and principle-base d regula tion rather than dictati ng the
fo r mat and co n te n t o f bills .
Features of electricity bill mandated by regulation in France (in yellow)
Evidence
20160115_003215_00014_HP0_PAR011_222
NOUS CONTACTER
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Document à conserver 5 ans
I
sur Smartphone et Tablette
Télécharger l'appli mobile EDF&MOI
mail : [email protected]
09 69 36 66 66
Horaires heures creuses - 22H30-6H30 - (peuvent varier de quelques minutes)
Consommation
(Service gratuit + prix appel)
Régularisation tarifaire Base - 06kVA - du 30/07/2013
au 31/07/2013 (1)
D Par courrier
TA
EDF SERVICE CLIENTS TSA 20012
41975 BLOIS CEDEX 9
B
Nos boutiques
Retrouver la boutique la plus proche de
chez vous sur boutiques.edf.com
K
Urgence dépannage Electricité (ERDF)
Facture du 14/01/2016
N° 35 005 875 346
09 726 750 91 (Service gratuit + prix appel)
B
Lieu de consommation
BRT DE CHANTIER
67 ROUTE DE FONTAINEBLEAU
91490 MILLY LA FORET
Titulaire du contrat
Mme BOUTHEON SOIZIC
M. DAGNICOURT MARC
f
T
T
e
r
C
C
u
t
c
a
Heures Creuses - 12kVA - du 25/09/2014 au
22/12/2014
TTC
Heures Pleines - 12kVA - du 25/09/2014 au
22/12/2014
A payer avant
le 29/01/2016
Heures Creuses - 12kVA - du 23/12/2014 au
19/06/2015
Heures Pleines - 12kVA - du 23/12/2014 au
19/06/2015
Montant total
2 015,02 €
2 606,10 €
€
-1 087,68 €
A
Electricité (relevé ERDF)
A
V
T
Paiements déjà effectués
Base - 06kVA - du 20/06/2014 au 24/09/2014
0
6
,
F
6
€
9
2
4
0
,
5
1
0
2
Votre contrat
ERDF
18374
ERDF
ERDF
0
1230
0
3862
ERDF
ERDF
1230
4855
3862
14586
Abonnement
Déduction - Base - 06kVA - du 20/06/2014 au 20/07/2014
19,6%
134,48
20,0%
1230
76,24
20,0%
3862
0,1014 (3)
391,52
20,0%
3625
0,0623
225,84
20,0%
1 092,78
20,0%
10724
TVA
5,56
-5,56
5,5%
0,27
0,01
5,5%
7,68
5,5%
10,05
5,5%
13,01
15,83
5,5%
13,28
100,86
5,5%
13,28
5,56
13,28
5,56
Conso kWh
Prix du kWh
Montant €HT
TVA
Taxe sur la Consommation Finale d'Electricité (TCFE)
20964
0,00618 (5)
129,63
20,0%
Contribution au Service Public d'Electricité (CSPE)
20964
0,01840 (4)
385,76
20,0%
27,66
5,5%
D
U
PL
Total Taxes et Contributions
543,05
Total Electricité hors TVA
2 606,10
Total facture hors TVA
2 606,10 €
TVA 19,60 % sur un montant total de 0,04 €
Pour vos prochaines factures, simplifiez-vous la vie !
0,01 €
TVA 20,00 % sur un montant total de 2 436,25 €
487,25 €
TVA 5,50 % sur un montant total de 169,81 €
9,34 €
Total facture TTC
3102,70 €
h
Page 3/4
Montant total
2 015,02 €
TTC
-1087,68 €
Document à conserver 5 ans
Evolution de votre consommation facturée en kWh
Relevé Client
5,5%
142,15
Paiements déjà effectués
Page 4/4
Consommation
Relevé estimé
(1) Régularisation tarifaire : le montant de cette régularisation est calculé en application de l'arrêté du 28 juillet 2014 relatif aux Tarifs Réglementés de Vente de
l'électricité qui modifie rétroactivement les barèmes de prix pour la période comprise entre le 23 juillet 2012 et le 31 juillet 2013. Le prix unitaire appliqué correspond à la
différence entre le prix publié dans le nouvel arrêté et celui qui vous a été précédemment facturé. Pour plus de détails, connectez-vous sur regultarifpart.edf.com.
Le montant total de votre régularisation tarifaire, pour la période du 30/07/2013 au 31/07/2013, est égal à 0,07 € HT pour la consommation (17 kWh) et 0,02 € HT pour
l'abonnement. Il n'est soumis qu'à la TVA. Selon votre situation contractuelle et votre rythme de facturati on, ce montant vous sera facturé sur une ou plusieurs lignes
(identiques) en une ou plusieurs fois. - (2) Evolution au 01/11/2014 : sur les 1230 kWh facturés, 305 kWh à 0,0610 €/kWh et 925 kW h à 0,0623 €/kWh - (3) Evolution au
01/11/2014 : sur les 3862 kWh facturés, 960 kWh à 0,0998 €/kWh et 2902 kWh à 0,1019 €/kWh - (4) Evolution au 01/01/2015 : sur les 20964 kWh facturés, 7680 kWh à
0,01650 €/kWh et 13284 kWh à 0,01950 €/kWh - (5) Evolution au 01/01/2015 : sur les 20964 kWh facturés, 7680 kWh à 0,00317 €/kWh et 13284 kWh à 0,00319 €/kWh
Taxes et contributions
HP 10724
CTA électricité : 27,04% de la part acheminement de l'abonnement
Pénalités de retard
TA
De plus, conformément aux conditions générales de vente, à défaut de paiement intégral dans le délai prévu pour leur rège
l m ent, les sommes dues seront
majorées de plein droit de pénalités de retard calculées surla base d’ une fois et demie le taux d’intérêt légal appliqué a
u montant de la créance TTC. Le montant
de ces pénalités ne peut être inférieur à 7,50 €.
de Déc14 à Jun15
Mentions relatives à votre contrat d'électricité :
Résiliation possible du contrat à tout moment sans préavis n i pénalité.
Offre à tarif réglementé.
A
Origine 2014 de l'électricité : 82,2 % nucléaire, 13,6 % renouvelables(dont 7,9 % hydraulique), 1,6 % charbon, 1,3 % gaz, 1 % fioul et 0,3 % autres. Indicateurs
d'impact environnemental sur www.edf.com
E Des infos à portée de main !
Vous souhaitez faire une réclamation écrite ?
C
Vous pouvez vous adresser à EDF, qui met à disposition un parcours en trois étapes, pour vous assurer une réponse dans les meilleurs délais :
·
Etape 1 : vous adressez votre réclamation par internet à particulier.edf.fr ou par courrier à EDF Service Client - TSA 20012 - 41975 BLOIS CEDEX.
·
Etape 2 : la réponse apportée par le Service Client ne vous satisfait pas, vous pouvez alors envoyer votre réclamation par internet à particulier.edf.fr ou par
courrier à EDF Service Consommateurs - TSA 20021 - 41975 BLOIS CEDEX 9.
·
Etape 3 : vous restez en désaccord avec la réponse du Service Consommateurs, vous pouvez dans ce cas solliciter le Médiateur EDF par internet sur
https://mediateur.edf.fr ou par écrit au Médiateur EDF - TSA 50026 - 75804 PARIS CEDEX 8.
Des explications concernant les taxes et contributions sur
taxes.edf.com
A
Mieux comprendre les détails de votre facture sur
facture.edf.com
Etre informé sur les prix sur
infoprix.edf.com
Si dans un délai de deux mois, votre réclamation écrite auprès d'EDF n'a pas permis de régler le différend, en cas de litige lié à l'exécution du contrat, vous pouvez
saisir le médiateur national de l'énergie sur www.energie-mediateur.fr ou par écrit au Médiateur national de l'énergie - Libre Réponse n°59252 - 75443 PARIS CEDEX 9.
C
Tout sur vos démarches, vos droits et les économies d'énergie : www.energie-info.fr, le site d'information des pouvoirs publics,
A Pour votre information
Pour de plus amples informations, reportez-vous aux Conditions Générales de Vente ou rendez-vous sur cgv.edf.com
Prix et Réglementation
Electricité : Vos Conditions Générales de Vente ont été modifiées au 15/07/2015. Sur décision des pouvoirs publics, le Tarif Réglementé de Vente a évolué au
01/08/2015. Le montant de la CTA a évolué au 01/08/2015. Selon la réglementation en vigueur, les montants de la CSPE et des TCFE ont évolué au 01/01/2016. Plus
d'information sur le site edf.fr
Nouveau taux de taxe : TCFE 0,0062€/kW h à compter du 01/01/2015
TRE0240240105860410000002015024O
Flashez-moi pour
Marc DAGNICOURT
M. DAGNICOURT MARC
67 ROUTE DE
FONTAINEBLEAU 91490
MILLY LA FORET
DATE
TIPS€PA
Identification
règlement
4 02
Montant en euros
Mandat de prélèvement SEPA ponctuel : en signant ce formulai re de mandat, vous autorisez EDF à envoyer
ces instructions à votre banque pour débiter votre compte, e t votre banque à débiter votre compte
conformément aux instructions de EDF. Vous bénéficiez du dro it d'être remboursé par votre ba nque selon les
conditions décrites dans la convention que vous avez passée avec elle. Une demande de remboursement
doit être présentée dans les 8 semaines suivant la date de déb it de votre compte pour un prélèvement
autorisé. Vos droits concernant le présent ma ndat sont expl iqués dans un document que vous pouvez obtenir
auprès de votre banque.
Le présent document a valeur de mandat de prélèvement SEPA ponctuel. Votre signature vaut
autorisation pour débiter, à réception, votre compte pour le montant in diqué.
350058753469 MARC DAGNICOURT
EDF
TSA 60002
75937 PARIS CEDEX 19
30003013470005010065149
070150140117 41402401058604135005875346680104
201502
2 015,02
4010586041 35005875346
SIGNATURE
Q
payer en ligne
IBAN : FR76 3000 3013 4700 0501 0065 149
EN CAS DE MODIFICATION JOINDRE UN RELEVÉ D'IDENTITÉ BANCAIRE
Q
ICS : FR47EDF001007
RUM : TIP044024010586041350058753461401
D
U
P
LI
de Sep14 à Déc14
TA
HC 3625
HP 3862
HC 1230
Votre consommation en Electricité
D
U
P
LI
EDF Société anonyme au capital de 930 004 234 € S i è g e s o c i a l :22-30 avenue de W agram 75382 Paris Cedex 08 - France R.C.S. PAR
IS 552 081 317 N.I.T.V.A. FR 03 552 081 317
Montant €HT
En conclusion : situation de votre compte depuis le démarrage de votre échéancier
Tenez compte des délais postaux : la date de paiement sur votre facture est celle à
laquelle nous devons avoir reçu votre règlement.
Connectez-vous dès maintenant sur votre espace Client.
I
Prix €HT/mois
Contribution Tarifaire d'Acheminement Electricité (CTA)
Document à conserver 5 ans
1 920,90
Heures Pleines/Heures Creuses - 12kVA - du 20/06/2015 au 20/07/2015
Taxes et Contributions
Payez par prélèvement automatique mensuel ou bimestriel.
Relevé ERDF
0,1019
Total Abonnement (dont acheminement 102,31 €)
Par Internet : choisir « Payer ma facture ».
Par téléphone : choisir « Payer ma facture ».
Par TIP : détacher le TIP et suivre les instructions sur l’enveloppe jointe.
Par chèque : à l’ordre d‘EDF en joignant le TIP.
En espèces : dans un bureau de poste avec votre facture.
A
0,0620
(2)
Heures Pleines/Heures Creuses - 12kVA - du 01/11/2014 au 19/06/2015
Base - 06kVA - du 01/08/2014 au 24/09/2014
Comment payer ?
g
0,04
0,0883
Heures Pleines/Heures Creuses - 12kVA - du 25/09/2014 au 31/10/2014
Base - 06kVA - du 20/06/2014 au 31/07/2014
• Point de livraison (PDL) :
N° 22 251 085 317 651
• Puissance : 12 kVA
• Heures Pleines/Heures Creuses
22H30-6H30
H
0,0041
Régularisation tarifaire Tarif Bleu 06 kVA Base - du 30/07/2013 au 31/07/2013 (1)
Electricité "Tarif Bleu"
C
9
1523
20973
Les prochaines étapes
• Prochaine facture vers le 19/06/2016.
• Prochaine relève ERDF vers le 19/06/2016.
N° de client : 6 007 344 399
N° de compte : 4 02 4 010 586 041
(numéro à transmettre pour le règlement de
vos factures)
ERDF
16851
Total Consommation (dont acheminement 665,34 €)
D
U
P
LI
EDF Société anonyme au capital de 930 004 234 € Siège social : 22-30 avenue de Wagram 75382 Paris Cedex 08 - France R.C.S. PARIS 552 081 317 N.I.T.V.A. FR 03 552 081 317
Du lundi au samedi dès 8h et jusqu’à 21h
Votre contrat Electricité
"Tarif Bleu" - 12 kVA - Option Heures Pleines/Heures Creuses - Compteur électronique n°141
BOUTHEON
SOIZIC
Nom, Prénom
M. Adresse
DAGNICOURT
MARC
de facturation
67 ROUTE DE FONTAINEBLEAU
91490 MILLY LA FORET
Par téléphone
A
F
Page 2/4
Détail de la facture du 14/01/2016 N°35005875346
edf.fr
AT
Par Internet
IC
G
h
Document à conserver 5 ans
N° client : 6 007 344 399
Identifiant Internet :
[email protected]
Source: EDF
1 See for instance: http://sse.com/newsandviews/allarticles/2016/02/new-sse-bill-design-aims-to-end-energy-bill-confusion/
Information suppliers must provide on household customer bills in Member States (MSs) – 2014 (number of countries)
Evidence
Single point of contact
45%
Customers’s rights regarding dispute settlement
Switching infromation
Payment modalities
Suppliers’ details
DSO details
Consumption period
Breakdown of price
Actual consumption
Estimated consumption
Duration of contract
Energy mix
Price comparison tools
Other
0
Electricity
5
Gas
10
15
20
Number of jurisdictions
25
30
Source: CEER Database, National Indicators (2014–2015), figure 55
“ Me m be r
Quote
Sta tes h ave p u t in pla ce regulat io ns on the distributio n of informa t i on to consumers
o n e ne rgy rela ted t o p ic s, su ch a s ( … ) informat ion provid ed on bill s and billing information based
o n a c tu al co nsu m pt io n . ”
(2015 ACE R/CE ER Market Monito ring Report , p. 12 8 )
“ I n m ost MS s, m a ny o f t he in f o rm a t i o n ele m e nt s li sted in figu re 5 5 a re inc lu ded o n t he bill.
G iv i ng i nf o rm a t io n t o co nsu m e r s i n a n easy and under standable way is imp ortant . Yet , the da nge r
p e r si st s t ha t p rese nt i ng t o o m a ny di f f erent pieces of informat ion on the bill m ight make it less
a ccessible t o t he co nsu m e r, beca u se o f the plet hora of detail s which are all prese nted at once at
l o ng i nte r val s. Whe n co m m u nica t ing w ith co nsumers, ot her communication chan nel s m ay be at
l ea st a s ef f ic ie nt a s t h e bill, su ch a s reg ular email or the consumer’s ‘my pag e’ on the supplier
a nd / o r DSO websi te . ”
(2015 ACE R/CE ER Market Monito ring Report , p. 12 5 )
“ We
wo u ld u rge ( t he Co m m i ss io n ) t o conside r carefully the level of prescription in relation to
t h e co nte nt o r f o rm a t o f bill s a nd o t he r cust omer communications. Anecdo tal evidence suggest s
t h a t co nsu m e r s al rea d y receive a lo t o f informat ion and that this can lead to less ra t her than more
e ngage m e nt in ce rta in c irc u m sta nces. Deta iled requirement s can al so reduce the scope for
i n n ova ti o n a m o ng su p pl ie rs a nd co u l d become outdated quickly (e.g. as more people opting for
elec t ro ni c b illing ) . ”
(CEER Response to European Commission Public Consultatio n
on th e Review o f Directive 2012/27/ EU on Energy Effic iency, 2016, p. 2)
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Union of the Electricity Industry - EURELECTRIC
Boulevard de l’Impératrice, 66 boîte 2
1000 Brussels
Belgium
T.: + 32 (0)2 515 10 00 - F.: + 32 (0)2 515 10 10
website: www.eurelectric.org
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