Customers and Retail Markets Working Group (CRM)

The Customers and Retail Markets Working Group (CRM WG) is dedicated to putting the interests of consumers first by promoting customer empowerment and retail market functioning, in order to facilitate the development of competition in the energy consumers’ interests.

The CRM WG has three task forces and one work stream:
  • Market Monitoring Report Work Stream (MMR WS), working primarily on drafting the Consumer Protection and Empowerment chapter of the annual ACER-CEER Market Monitoring Report.
  • Retail Market Functioning Task Force (RMF TF), working on retail markets with respect to smart metering, monitoring and market design for both electricity and gas markets. The TF focuses on how to empower the energy customer by enhancing competition among stakeholders and increasing the level of choice for customers through designing robust market processes and metering services.
  • Customer Empowerment Task Force (CEM TF), working on retail market issues such as billing, complaint handling, alternative dispute resolution, comparison tools, protecting vulnerable energy customers, etc.
  • Strategy and Communication Task Force (SC TF), working for the full development and implementation of the 2020 Vision for Europe’s Energy Customers. Among other things, the SC TF will develop new forms of communication, new approaches to engagement and capacity building.