BROCHURE FOR ENERGY CONSUMERS RIGHTS SPAIN

Transcription

1 BROCHURE FOR ENERGY CONSUMERS RIGHTS SPAIN 2015

2 1. SCOPE This BROCHURE is an introductory tool in order to give you adequate information on your rights as energy consumer in Spain. It contains useful information concerning: ü Your rights ü Transparent contract information ü Basic information on how to satisfy your needs using energy more efficiently ü Basic information on energy tariffs and bills ü Complaint and dispute resolution procedures 2. PUBLIC AUTHORITY The regulatory authority Comisión Nacional de los Mercados y la Competencia (CNMC) is an independent authority from energy undertakings and it is your reference for energy market related issues. Since October 2013, the CNMC is the new national regulatory authority with responsibility in competition law enforcement as well as in regulation, market monitoring and dispute settlement in certain markets and sectors, including electronic communications, audio-visual, electricity and natural gas, postal, airports and railways. The new authority is created on the philosophy of ensuring competitive and well-functioning markets and quality services for the benefit of customers. The main goals are linked to our common objectives at European level: to establish the European internal energy market, create a stable investment climate, foster reliable energy supply and protecting and empower consumers enabling them to make well-informed choices. The regulatory authority shall take necessary steps to ensure clearness and reliability of information provided by the supplier(s) to consumers, and promote competition in the energy sector. The CNMC provide Consumer s Guides with relevant information concerning the energy market: CNMC Consumer's guide (Natural gas) 1 CNMC Consumer's Guide (Electricity) lectricidad.pdf

3 3. ENERGY SYSTEM The electricity/gas you are using is produced at specific facilities. To reach your house it flows through power networks/gas pipelines. In order to be supplied, you first need to be connected to the distribution network managed by a company serving the area where you live. This company is responsible for physical delivery of electricity/gas to your house.

4 4. GENERAL CONSUMER RIGHTS National legislation guarantees you the right to have your home connected to the local electricity network and be supplied with electricity. You have also the right to have your home connected to the gas grid if your home is in the area covered by a gas distribution company. You as a household customer, have the right to have your home connected to the local electricity network and be supplied with electricity. You have also the right to have your home connected to the gas grid if your home is in the area covered by a gas distribution company. The connection can be done by the network operator (the distribution company) designated to operate the energy infrastructure in your local area; each local network has only one designated operator. Terms, conditions and tariffs for this connection are fixed by the regulation. The regulatory authorities also monitor that the local network operator ensures proper functioning of the local infrastructure. The distribution company is also responsible for servicing and maintenance of distribution system including metering reading. National legislation guarantees you the right to choose your supplier and enter into a contract with any electricity and/or gas supplier offering services to you. Although you cannot decide the designation of the network operator in your area, you are free to choose your energy supplier from the full range of suppliers offering their services in your area. The network operator cannot itself offer energy supplies. Where the network operator is part of a larger company which does offer energy supplies, the network operator must have a separate visual identity in order not to create confusion with the part of the company offering the supplies. The supplier should provide you with all relevant information concerning price, connection and disconnection rules and fees, terms of bills payment, dispute rules, etc. The CNMC provides a price comparison tool were you can compare the energy tariffs for the different suppliers: National legislation guarantees you the right to change your electricity and/or gas supplier in an easy and quick way, without extra charges. lf you decide to change your supplier of electricity or gas, you will not be charged for the change. The network operator in your area must make the change within 3 weeks. Suppliers of electricity and/or gas are not allowed to impose disproportionate obligations that would prevent you from switching. No later than 5 weeks after you switch, you should receive the final closure account from your previous supplier. National legislation guarantees you the right to receive clear information on your energy contract before signing Your contract with your supplier of electricity and/or gas must include details from which you can see: the name and address of the supplier; the type of supply or service; how to obtain information on tariffs and charges;

5 how long the contract is for, conditions for renewal, withdrawal, or termination; what to do in case of a complaint and how disputes are settled. Your supplier must provide you with this information before you sign the contract. The contract must be clear and understandable and avoid non-contractual barriers (e.g. excessive documentation). If you concluded the contract for supply of electricity and/or gas outside the supplier s premises (for example at your home or your workplace) or via other distance means of communication (such as Internet or telephone), you still have the possibility to withdraw from it (e.g. if you change your mind) within 14 days from its conclusion. If your contract permits the supplier of electricity and/or gas to vary the energy prices, the contract should state in a sufficiently clear manner for what reasons and according to what method the prices may be changed. Your supplier has to inform you of any intention to introduce changes to the contract or prices. Price increases must be communicated in a transparent and comprehensible manner. You are free to end the contract if you do not accept the new conditions or the price increases decided by the supplier. Energy companies HAVE TO RESPECT YOUR RIGHTS! 5. COMPLAINTS National legislation guarantees you the right to file a complaint with your gas or electricity supplier. Your supplier of electricity and/or gas has to provide you with information on how to file a complaint. You can file a complaint with your gas or electricity supplier and you are entitled to expect a high standard of service in the way your supplier manages your complaint. This should provide you with a prompt dispute settlement. In the event that your complaint is not managed to your satisfaction, you also have the right to send your complaint to an independent body for out-of-court dispute settlement. These options do not limit your right to subsequently bring a case before a court. You can also ask for help to a consumer association. 6. ENERGY BILL National legislation guarantees you the right to have access to accurate information on your consumption of electricity and/or gas, and be billed based on actual consumption. Your supplier is obliged to regularly send you your energy bill. Your energy bills, contracts, transactions and receipts should set out clearly the current actual prices and how much energy you have used The bill should be based on actual consumption. Your electricity supplier must provide you with information on the mix of its energy sources (renewable, nuclear, etc.) and its environmental impact. If you have a regulated tariff, you can check the accuracy of your electricity bill with this tool:

6 7. REDUCED TARIFFS FOR ELECTRICITY VULNERABLE CONSUMERS In the case of electricity, you are entitled to social tariffs if you belong to one of the following consumer categories: 1- Consumers with 60 or more years old proving to be pensioners for retirement, permanent disability and widowhood and who receive the minimum amounts applicable for those classes 2- Consumers are entitled to be accredited large families (i.e. 3 or more kids) 3- Consumers who prove to be part of a family unit with all members unemployed. 4- Consumers who were natural persons, have a contracted power less than 3 kw in their residence. 8. ENERGY EFFICIENCY You can reduce your energy costs (energy bill) by using energy-efficient measures. You should consider the following: Install a programmable thermostat to lower utility bills and manage your heating and cooling systems efficiently; Air dry dishes instead of using your dishwasher s drying cycle; Turn electric devices off when you are not in the room such as lights, TV, entertainment systems, and your computer and monitor; Plug home electronics, such as TVs and DVD players, into power strips; turn the power strips off when the equipment is not in use TVs and DVDs in standby mode still use several watts of power; Lower the thermostat on your water heater; Take short showers instead of baths and use low-flow showerheads for additional energy savings; Wash only full loads of dishes and clothes; Air dry clothes; Check to see that windows and doors are closed when heating or cooling your home; Drive sensibly; aggressive driving such as speeding, and rapid acceleration and braking, wastes fuel; Take advantage of daylight when lighting in your home; Use thermal insulation for buildings to reduce your energy bill; Use energy-saving lamps wherever possible. For more detailed information on how to save energy and money, contact the information page of the Instituto para la Diversificación y el Ahorro de Energía: