CEER Status Review on the involvement of consumer organisations in the regulatory process as of 1st January 2013
What is the CEER Status Review on the involvement of consumer organisations in the regulatory process?
The CEER Status Review on the involvement of consumer organisations in the regulatory process is the first analysis undertaken within CEER looking at the working relations between NRAs and consumer organisations. The overall aim of this Status Review is to depict if, how and on which particular issues NRAs and consumer organisations collaborate.
What does the report find?
The following statements are true for the majority of countries:
NRAs and consumer organisations cooperate closely and on a wide range of issues;
Cooperation between the two sides takes place on a regular basis;
Cooperation largely takes place on a voluntary basis;
NRAs and consumer organisations particularly work together in the fields of complaint handling and alternative dispute resolution as well as through the preparation and implementation of information campaigns;
NRAs and consumer organisations express will for more cooperation.
How does it work?
The Status Review is based on information gathered from both NRAs and consumer organisations. As a result, the report represents a well-founded situation analysis of the current forms of cooperation between the two sides. It must be noted, however, that in some countries only the NRA provided information. Results therefore do not entirely rely on information from both sides. Furthermore, the Status Review does not contain recommendations to either of the parties.
Why is this important for energy customers? What is the impact on energy customers?
The knowledge acquired through the Status Review provides a useful basis for developing pertinent ideas on how collaboration between NRAs and consumer organisations can be optimized. This in turn could trigger a more conscious dialogue between NRAs and consumer organisations in selected areas of mutual interest and ultimately increase customer benefits e.g. in the form of enhanced customer protection and empowerment as well as through simple and reliable procedures.