CEER is committed to placing customers at the very centre of energy policy and to improving our outreach and communication with customers (see the Feature of the January newsletter on how our 2012 work programme embeds customer issues throughout our work).
The process of building a Customer Vision - stakeholder engagement
CEER is currently preparing to build, in dialogue with stakeholders, a 2020 customer vision of Europe’s energy market. A CEER strategy paper is a first step towards the 2020 customer vision. Feedback on our initial thinking and stakeholder input to the vision will be gathered from customer bodies and other interested parties including at a dedicated customer event in June.
Making markets work for customers
We aim to better understand and work for customer needs. Retail markets should provide a choice of commercial offers at fair and transparent prices, a satisfactory quality of the supply of energy, customer protection and they should also enable innovative services.
This month, CEER has published its Guidelines of Good Practice on Electricity and Gas Retail market design. These voluntary GGP address the roles and responsibilities of market actors, including guidance on the DSOs’ role as a neutral market facilitator. CEER recommends that the general market model should be supplier-centric, with the supplier being the main - but not only - contact to the customer.