MYTHS & REALITIES of RETAIL MARKETS - European Electricity - EEMG ...

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MYTHS & REALITIES of RETAIL MARKETS - European Electricity - EEMG ...
MYTHS & REALITIES of
      European Electricity
      RETAIL MARKETS
MYTHS & REALITIES of RETAIL MARKETS - European Electricity - EEMG ...
WH Y I S TH ERE A NEED TO RE V EA 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     Quote

  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
MYTHS & REALITIES of RETAIL MARKETS - European Electricity - EEMG ...
Let’s debunk the retail electricity myths and focus on the
        real issues preventing customer empowerment.
MYTHS & REALITIES of RETAIL MARKETS - European Electricity - EEMG ...
ENERGY BILLS INCREASE DUE TO
                                                     RISING COMPANY PROFITS

            Many co nsu m ers bel iev e th at elect ri ci t y com pany profit s m ake u p a l arge par t of th ei r energy
            b i ll. I n th e U K m arket f or i nst ance, a 2014 SSE/Yo u gov stu dy showed t hat 30% of the su rveyed
            consu mer s t h oug ht th at energy suppl ier profit s represent t h e l argest par t of t heir energy bill 1.

            Risi ng retail e lec tri city prices are la rge l y a result of gove r nmen t add-ons, no t o f su ppliers’
            ma rg ins . Th ro u gho u t Eu ro pe , a strong an d stead y rise of taxes and charges aim ed at f inancing
Reality     govern men tal policies fo r re ne wable e nerg y, ene rg y eff icien c y and social suppor t can clearl y be
            obs er ved .

            Over the past years, due to the                              liberalisation of elec tr icity mar kets an d the increase in
            co mpet iti on , wh olesale pri ces ha ve                    decreased and suppliers’ oper atio ns have becom e mo re an d
            mo re eff icie nt, dri ving costs down .                     To day, the e ne rg y compo ne n t o nl y represen ts a b ou t a thi rd
            of t he ave ra ge re tail e le c tri cit y bill              in Europe.

            Su ppl i ers’ margins are - l i ke in any o ther market - l in ked to a n u mbe r of var iables an d the y var y
            d epen d ing on the le ve l o f se r vi ce, the type of contract, the pro f ile of cons u mers, e tc . Howeve r,
            in th e EU , margins ge n erally re prese n t a ve r y s mall par t of cons um ers’ en erg y bills 2.

                              Evolution of Household Price Components                                                % of total price paid by Households
Evidence
             €cent/kWh                                                                                       100%
              8.5                                                                                            90%
              8.0                                                                                            80%                                40%           36.8%
                                                                                                                    45%
                    8.1                                                                 7.5   -7%
              7.5                                                7.7                                         70%
                          Energy & Supply                                               7.5
              7.0                                                                             +47%           60%
                          Network
              6.5                                                                                            50%                                              26.7%
                                                                  6.7                                                                           26%
                          Taxes & Levies
              6.0                                                                                            40% 26%

              5.5                                                                                            30%
                    5.1
              5.0
                                                                                        5.4   +18%           20%
                                                                                                                                                34%           36.5%   Energy
                                                                   5.1                                               29%
                                                                                                             10%                                                      Network
              4.5   4.6
                                                                                                              0%                                                      Tax & Levy
              4.0
                      2008          2009    2010     2011       2012      2013       2014                          2008    2009   2010   2011   2012   2013    2014

            Average EU figures – Source EURELECTRIC 2016

            “ Loo king    a t t re nds in e ne rgy p rices si nce 2008, the following main conc lus ions can be d rawn:
            elec tric it y p rices, but eve n m o re i m p o rta ntly, cost s, continued t o rise overall f or bot h hou se hold s
 Quote      and ind ustry, desp i te falling o r stable level s of consumpt io n. (…) This rise in p rices is driven
            m ainly by inc reases in taxes/ lev ies a nd n e twor k cost s. ”

                                            (Co mmu nication from t he Eu ro pean Co mm i ssi o n o n “ Energy prices and cost s in Europe“,2 014, p.1 3)

            “ The result s of t he a nalys is ( ...) su pp ort the conc lu sio ns (. ..) t ha t the energy comp onent of
            elec tric it y a nd ga s re ta il p rices has dec lined. RES cha rges, which rep resent a sign ifica nt sha re
            of the no n-co ntesta ble cha rges, h ave of f-set t he be n ef it s f rom t he falling energy comp onent in
            several ca pital c it ies.”

                                                                                                            (2015 ACE R/CE E R Mar ket Monito ring Repo rt , 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.
MYTHS & REALITIES of RETAIL MARKETS - European Electricity - EEMG ...
CONSUMERS DON’T SEE THE BENEFIT OF DECREASING
                                                           WHOLESALE ELECTRICITY PRICES IN THEIR BILLS

           I t i s oft en aarguedrgued tthhat    at decreasi
                                                      d ecreasing   ng whwholesale
                                                                           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 ait 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
                                                                                                           commpared
                                                                                                               pared t o wholesale prices.
           Th i s i s oftaccomen acco
                                    p an iedm p an
                                                 byied accusat
                                                          by accusat
                                                                   i o ns aga
                                                                          i onsinst
                                                                                 against
                                                                                     suppliesuppliers
                                                                                              rs f or not
                                                                                                       f orbeing
                                                                                                            not being
                                                                                                                  t ransparent
                                                                                                                        t ransparenten 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

           Th ere is a dist in c tio n to b e made b e twe en 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 udes all cost compon en t s, i.e. en erg y, n etwork , taxes and
Reality    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 th e
           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.)
           an d 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-u ps are n ot equivalen t to suppliers’ prof it . Suppliers must
           i ndeed cove r t he 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
Evidence
                                                                   evolution of the mark-up

                            120                                                                        120

                           100                                                                         100

                                80                                                                          80
                    euros/MWh

                                                                                           euros/MWh

                                60                                                                          60

                                40                                                                          40

                                20                                                                          20

                                 0                                                                           0
                                      2008   2009   2010     2011 2012   2013   2014                             2008   2009      2010 2011 2012      2013   2014
                                                           Finland                                                                   Netherlands

                            120                                                                        120

                                                                                                       100
                                100

                                                                                                            80
                                                                                                euros/MWh
                    euros/MWh

                                80
                                                                                                            60
                                60
                                                                                                            40
                                40
                                                                                                            20

                                20
                                                                                                             0

                                  0                                                                     -20
                                      2008   2009   2010    2011 2012    2013   2014                             2008      2009   2010    2011 2012   2013   2014
                                                           Norway                                                                        Sweden
                                                                         Mark-up       Wholesale                  Retail

           Source: 2015 ACER/CEER Market Monitoring Report
MYTHS & REALITIES of RETAIL MARKETS - European Electricity - EEMG ...
Relationship between the wholesale price and the energy component of
                                                      the retail price and the evolution of the mark-up

                          120                                                                           120

                          100                                                                           100

                           80                                                                            80

                                                                                            euros/MWh
             euros/MWh

                           60                                                                            60

                           40                                                                            40

                           20                                                                            20

                            0                                                                             0

                          -20                                                                           -20
                                2008   2009   2010    2011     2012   2013      2014                          2008   2009   2010     2011 2012   2013   2014
                                                     Belgium                                                                       Denmark

                          120                                                                           120

                          100                                                                           100
              euros/MWh

                                                                                           euros/MWh
                          80                                                                            80

                          60                                                                            60

                          40                                                                            40

                          20                                                                            20

                           0                                                                             0
                                2008   2009   2010    2011     2012   2013      2014                          2008   2009   2010    2011 2012    2013   2014
                                                      Italy                                                                        Portugal

                                                                      Mark-up          Wholesale                 Retail

        Source: 2015 ACER/CEER Market Monitoring Report

        “ Cl early,  m ark-ups a re no t t h e sa me as p rofit s a s su ppliers have to p ay a ddi tion al op erat io nal
        cost s ( e .g. m arke ting , sales, c usto m e r services, overhea ds e tc .) in bri nging a produ ct t o ma rket.”
Quote
                                                                                                        (2 015 AC E R / CEER Ma rket Mo ni t o ri ng R epo rt , p.71)

        “ As   indi ca ted, m ark-u p di f f ere nces ca n be p a rt ially ex pla ined by di ff eren ces i n sup plie rs’
        ope rating cost s and/ o r e xpe nditu res i nc urred i n a cquiring a nd reta ining cons um ers (i.e . ma rk-up
        is no t f ixed a nd can vary f o r the sa m e supplier dur ing ca mp aigns a nd o ther times). These cost s
        may be highe r in count ries ( …) whe re switching rates are re l atively high a nd where sup pliers face
        si gni f ica nt co m p e t it io n a nd t h e re fo re have highe r sales, ma rket ing a nd c u st ome r serv ices cost s. ”

                                                                                                        (2 015 AC E R / CEER Ma rket Mo ni t o ri ng R epo rt , p.72)
REGULATED PRICES ARE A GOOD THING:
                                                      THEY PROTECT CONSUMERS

           Regul a ted pri ces are often pe rceiv ed as a sh ield agai nst th e m arket . Th ey wo u ld protect
           co nsu me r s f rom m arket p ri ces, wh i ch a re t ho u ght t o be inevit ably in creasing.

           Regulated e n d- use r prices may prote ct 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 ense of n on - regulated customers ( e .g. busin esses) , el ec tri city
Reality    com pan ies an d pu bl i c finan ces whe re elec tr icit y tarif f def i cits are in cu rre d. In th e medi u m to
           l ong run , regula te d p ri ces – espe cially w hen set b elow marke t costs – are n ot sustai nable an d
           harm t h e in te rest s o f a ll co nsum e rs.

           Re tail pri ce regulat ion is also a se rious obsta cle to compe titi o n among elec tricit y su ppl y
           com pan ies. I t re d uces the in ce n tive on compan ies to b ecome m ore ef f icien t and may stif le the
           devel opmen t o f val u e -adde d se r vices such as d ynam i c pricing. In additi on, regulated prices
           i mpede co nsu m e rs f rom realising the t rue va l u e of the en erg y they consu me, the refo re
           undermin i ng the pote n tial o f d e man d respo nse .

           So met im es, reg ulate d pri ces a re de vised to protect the f inanciall y vul n erable. H owever, doing
           s o is o f te n co un te rpro d u c tive : it do es not take peo ple o ut of b roader pove r t y; the pricing
           met hodol og y lacks transpare n c y ; an d it may in crease en e rg y costs for vul n e rable and
           no n-vul n erable co nsum e rs al ike . Othe r more sustainable an d targeted measu res (e.g. via gen eral
           taxatio n o r th ro u gh e n e rg y e f ficie n c y fi nan cing schem es) sho uld th erefore b e expl ore d to h el p
           Mem ber S tates phase regulate d p rices ou t . In any case , acco rding to the Eu ropean Cour t of
           J ust ice, regulate d prices can o nly b e appli ed in exce pt io nal circu mstan ces an d n ot as a main rule
           fo r price se tting .

           F ina lly, it is im po r tan t to spe cif y that p hasing- ou t regulated pri ces does n ot im ply the end of f lat
           tarif fs o r f ixe d pay m e n ts, which su ppliers can still pro pose to th eir custome rs.

           I n Bulgaria: capped pr ices fo r ho useh olds are su bsidised by n on - ho usehold custome rs. “The
           e ne rgy co mp one nt f or bu si ness c u st o m ers is mu ch h ighe r and co mp e nsates t he losses fro m the
Evidence   sale o f e ne rgy t o t he hou se h ol ds.” ( Sou rce: Ene rgy Man agem ent Institu te, Bu lga ri a )

                                    Weighted average electricity prices for regulated market since 1 Nov 2015, eur/MWh

                                        80

                                        75                                                               45%77     76
                                                     purchase price 59 eur/MWh from              73
                                        70
                                                     the public provider NEK
                                        65

                                        60

                                        55                                    58
                                                           55
                                        50                         53

                                        45

                                        40

                                        35

                                        30
                                                                households                            non-households
                                                                             CEZ      EVN   Energo-Pro
           Source: Energy Management Institute, Bulgaria
In Fra nce: pr ices for ho use h olds are still full y regulated and sin ce 2012 the gover n me nt
        syste matically has se t re tail pri ces to a dif ferent leve l than the o ne recomm en ded by the natio nal
        reg ulato r y au tho ri ty ( NRA) , leadi ng to tarif f def icit s, cou r t rul ings, red tape, additio na l costs and
        consu mer co nfusio n .

                                                                  2013                               2014                     2015
          Recommend on                                         ↗ 11.3%                              ↗ 1.6%                   ↘ 0.9%
          by NRA
          Decision by                                            ↗ 5% as a sh ield against          ↗ 2.5%
        R egu l ated pri ces are often pe rceived                                                        the m arket . Th ey ↗w 2.5%
                                                                                                                                o u ld prot ect
          government
        co nsu mers f ro m m arket p ri ces, wh i ch a re perceiv ed as inev it ably go ing u p.
        Source: EURELECTRIC table based on figures from Commission Régulation Energie (CRE), France

        E xam ples of co un tries w he re su ppl i e rs are n ot a ll owed 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           45%
                           100
                   euros/MWh

                                                                                           euros/MWh
                                                                                                       80
                               80
                                                                                                       60
                               60
                                                                                                       40
                               40                                                                      20

                               20                                                                       0

                               0                                                                       -20

                                                                                                       -40
                               -20                                                                           2008   2009      2010     2011 2012   2013   2014
                                      2008   2009   2010      2011 2012   2013   2014
                                                           Lithuania                                                                 Romania

                                                                           Mark-up       Wholesale                   Retail

        Source: 2015 ACER/CEER Market Monitoring Report

         “A rt if i c ially low reg u l a ted p rices ( eve n w it h ou t pushing t hem below cost s) l imit m arket entry a nd
        in nova tion , p ro m pt co nsum e rs t o dise ngage f rom t he switching process a nd consequently hinder
Quote   co m pe titio n in re ta i l ma rke t s. In a ddi ti on, they may inc rease investor uncertainty a nd i mp ac t t he
        lo ng-ter m secu rit y o f su p ply. Furt h e rm ore, regu lated pr ices (even when set above cost s) can act
        a s a pr icing f ocal p oint whi ch co m p e t ing suppliers a re able to c luster a round a nd at least in
        ma rke t s featuring stro ng co ns um e r ine rtia can al so consi de ra bly dilute co mp etit ion. ”

                                                                                                              (2015 ACE R/ CEER Market Moni t oring Rep or t , p.87 )

         “We n ote t ha t a pr ice cap m ay reduce the in centives tha t ene rgy suppliers have t o inn ovate, for
        example in te rm s of t im e-of-u se ta rif f s , as t hey are una ble to cha rge a p rem ium f or new/innova t ive
        pro duc t s. Mo reove r, we co nsid e red tha t a pri ce control cou ld de ter e nt ry and growt h by po tential
        co m pe tito rs as t h e re wo u ld be li kely t o be insu ffic ient hea droom wit hin the regula ted price level
        t o allow t hem t o invest in adve rt i sing and ot her cost s ass oc ia ted wi th c ustom er a cqu isit ion. ”

                                     (UK Compet itio n & Ma rke t s Au t ho rity, Energy m arket investigation, N o tice o f p ossible rem edies, 20 15, p.46 )
ELECTRICITY GENERATION AND SUPPLY IN THE
                                                        SAME HANDS CAN ONLY HARM COMPETITION

           So me st akeh ol der s ex press co ncerns a b out v er t ical i ntegra t io n of generat io n and supply in t he
           elec t ri c i ty sect or. Th ey argue t h at su ppliers whi ch are pa r t of a com pany ow ni ng genera t ion
           have n o i n cent iv e to off er co nsum er s energy efficien cy se rvices or fle x ible pro du ct s (e.g.
           pro d u c t s wi t h h o urly sett lement) si n ce t h ey have an int erest in high wholesale pri ces.

           I t is wo r th re calli ng that i n m ost EU co un tries:

Reality                  Th e n u m b e r o f su ppl i e rs wit h n o gen erat ion asset s is g rowing
                         I n tegrate d co m pan ies wi th ge n eratio n an d su ppl y ac tivit ies are organ isa ti onall y di vid ed
                         in to t wo o r m ore com pan ies
                        I f a co nsu m e r in te reste d i n a spe cific pro d u ct ca n n ot get it f rom it s suppl ier, h e /she
                        can swi tch to an o t he r supplier

           Th e i m pac t of ve r tica l in tegra ti o n o f ge nerati o n an d suppl y on compe titi on was on e of th e issu es
           care fully l o o ke d at by th e UK Com pe t iti on & Marke ts A u tho rity (CMA) in it s en erg y mar ke t
           invest iga tion 1. T he CMA co ncl u de d that ver ti cal in tegra t ion in the UK does no t ha rm compe titi on
           sin ce the re is n o evi de n ce that:

                         I n de p e n d e n t ge n era tors a re harmed b ecause of ver tically in tegrated su ppliers refusing
                         to buy fro m them , or buying o n worse te rms
                         Ve r tically in tegrate d ge n era tors refuse to supply in depen de n t ( n on-ver ticall y in tegrated)
                         suppl i e rs , o r suppl y the m o n worse terms
                         Ve r ticall y i ntegrate d supplie rs rais e barri ers to entr y and grow th by ne w su ppl iers by
                         p re ve n ting t he m to se cu re suf f icie n t wh olesale 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 have conside red t h e va riou s m ea ns by whi ch Verti cal Integra t ion (VI) could potentially ha rm
           co m pe tition and ca u se ha rm t o co nsu mers. (…) O ur p rovisi on al view is that V I does not h ave a
 Quote     de trim ental i m p a ct on co m p e t it i o n f o r independent su ppliers a nd ge nera t ors.”

                       (U K Compe t iti on & Ma rke t s Au t hori t y, Ene rgy mar ket invest igati o n, Notice o f p ossi bl e remedies, 2 015, p.2 31-23 2)
LOW SWITCHNIG RATES PROVIDE PROOF
                                                    THAT COMPETITION IS NOT WORKING

           Sw i tch i ng is often co nsi d ered as th e key i ndicat or of well-fu nct io n ing ret ail m arket s. By
           exerc i si ng t h eir ri ght t o swit ch , co nsu mer s pl ace co m pet it ive pressu re o n su pplie rs t o del iver
           b est ser v ices at t h e best pri ces. Low swit ching rates are th us seen as a si gn t hat co nsu mers
           a re n ot engag ed and th at co mpet i t i on do es n ot work eff ect iv ely.

           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
Reality    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
                                                                                                                                                  Too
               0                                                                                                                                 much
                    Insufficient     Lack of      Perceived   Too much    Satisfaction   Loyalty to    Lack of     Regulated   Electricity/gas   choice
                     monetary        trust in      complex     'hassle'       with        existing    awareness      price         are not
                       gain        new supplier   switching   to bother     current    supplier/brand of choice                interesting for
                                                    process                 supplier                                             consumers

                                           1 – not at all important                                  Electricity       Gas
                                           10 – very important

           Source: 2015 ACER/CEER Market Monitoring Report
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

                                                                             In the UK gains drive switching, but many don’t switch despite large gains

                                                                                                                         Switching rates by size of saving (£)

                                                                                                                                                                                                                                                      57.1%

                                                                                                                                                                                                                                                                      56.1%
                                                                                                                                                                                                                            56.5%
                                                                                                                                                                                                               53.8%
                                                                                                                                                                                     49.6%

                                                                                                                                                                                                                                                                                   49.6%
                                                                                                                                                                        49.4%

                                                                                                                                                                                                                                         48.9%
                                                                                                                                                                                                  48.1%
                                                                                                                                              47.9%

                                                                                                                                                           47.8%

                                                                 All respondents
                                                                                                                                 46.3%

                                                                 Wave 1 respondents

                                                                                                                                                                                                                                                                              42.7%
                                                                                                                                                                                                                                                              42.0%
                                                                                                                                                                                                                                                 40.6%
            Percentage of respondents switching

                                                                                                                                                                                                                                                                                           40.1%
                                                                                                                                                                                                                       39.5%

                                                                                                                                                                                                                                    37.8%
                                                                                                                37.1%

                                                                                                                                                                                                          36.7%
                                                                                                                                                                                             36.1%
                                                                                                                                                                                34.9%
                                                                                                    33.8%

                                                                                                                                                                   32.9%
                                                                                                                                                      32.7%
                                                                                                                                         31.7%
                                                                                                                         31.4%
                                                                                                            26.6%
                                                                                       24.6%

                                                                                               22.8%
                                                                          17.6%
                                                                                  16.5%
                                                                     12.3%
                                                            10.2%
                                                         7.1%
                                                  0.9%
                                                  0.7%

                                                                                                                                                                                                                                                  00

                                                                                                                                                                                                                                                               20

                                                                                                                                                                                                                                                                                           +
                                                                                                                                                      60

                                                                                                                                                                                                          40

                                                                                                                                                                                                                       60

                                                                                                                                                                                                                                     80
                                                                                                                                         40

                                                                                                                                                                   80

                                                                                                                                                                                             20

                                                                                                                                                                                                                                                                               42
                                                                                                                         20

                                                                                                                                                                                00
                                                                                   0
                                                                     0
                                                  0

                                                                                                            00

                                                                                                                                                                                                                                                                                       42
                                                            0

                                                                                                0

                                                                                                                                                                                                                                                 -3
                                                                                  -6

                                                                                                                                                                                                                                                              -3
                                                                    -4
                                                  ≤£

                                                                                                                                                      -1

                                                                                                                                                                                                          -2

                                                                                                                                                                                                                       -2

                                                                                                                                                                                                                                    -2
                                                         -2

                                                                                               -8

                                                                                                                                         -1

                                                                                                                                                                   -1

                                                                                                                                                                                             -2

                                                                                                                                                                                                                                                                              -3
                                                                                                                     -1

                                                                                                                                                                                -2
                                                                                                        -1

                                                                                                                                                                                                                                                                                      £3
                                                                                                                                                                                                                                            80
                                                                              0

                                                                                                                                                                                                                                                         00
                                                                0

                                                                                                                                                 40

                                                                                                                                                                                                     20

                                                                                                                                                                                                                  40

                                                                                                                                                                                                                               60
                                                       £0

                                                                                           0

                                                                                                                                   20

                                                                                                                                                              60

                                                                                                                                                                                        00

                                                                                                                                                                                                                                                                        20
                                                                                                                    00

                                                                                                                                                                           80
                                                                           £4
                                                                £2

                                                                                                       0
                                                                                          £6

                                                                                                                                                                                                                                            £2

                                                                                                                                                                                                                                                      £3
                                                                                                    £8

                                                                                                                                              £1

                                                                                                                                                                                                  £2

                                                                                                                                                                                                               £2

                                                                                                                                                                                                                               £2
                                                                                                                             £1

                                                                                                                                                           £1

                                                                                                                                                                                     £2

                                                                                                                                                                                                                                                                   £3
                                                                                                               £1

                                                                                                                                                                        £1

        Source: UK Center for Competition Policy

        “ W h ile h i g he r switching ra tes are indi ca t ive o f more comp e titive ma rket s, they s ho u ld be
        conside red in co nj u nc t ion wit h ot he r co mp et it io n i ndica t or s. Swi tching ra tes a re, for exa mple ,
Quote   so m etimes h igh( er ) du r ing t h e ea rly stages of ma rket o p ening, wh en consum ers first exerc ise
        their choice, bu t m ay t h e n stab ili se as a m a rke t ma tures. On the ot her ha nd, i f consumers are
        sa tisfied w it h their c urre nt suppl ie r s, t hey may have no rea so n to cha nge su pplier (e.g. t heir
        cu rrent su p plie r d elive rs co m p etit ively priced p rodu c t s and g o od quality ser vice) a nd, the ref ore,
        sw itching ra tes m ay be l ow eve n in a ve ry co mp et it ive ma rket . ”

                                                                                                                                                                                              (2015 AC E R/ CEE R Ma rket Monito ri ng Repo rt , p.5 7)

        “ ( … ) A low switch ing ra te do es no t necessarily imply t hat consum er inv olve me nt is low. The sha re
        of co nsum ers re nego t ia t i ng cont ra ct s must al so be taken int o cons ide ra t ion, as well a s t he sh a re
        o f consu me rs wh o search fo r be tte r deal s, but su bsequ ently make the in for med dec isi on not to
        switch . ( …) Anot he r i mp o rta nt se t o f in forma t ion is t he nu mber of su ccessf ul re negotia t io ns,
        whe reby th e cu rre nt su pplie r o f f e r s co m p etit ive p rices and qu alit y ser vi ces t o t he sat isfa c t ion of
        bo th e x isti ng a nd new cu st o me rs . ”

                                                                                                                                                                           ( CEE R Pa per o n Well-func tio ni ng reta il m ar ket s, 20 15, p. 24 )
TOO MANY OFFERS MAKE THE MARKETPLACE UNNECESSARILY
                                              COMPLEX. ALL THAT CONSUMERS WANT IS ENERGY

           Consumers are often por t rayed as b ei ng a like- m inded m o nolit h ic grou p all want ing t he same
           pro d uc t . Th eref ore, rest ri c t ing t h e n u mber of off er s is seen a s benefi cial as it w o ul d sim pl ify
           t h e ma rket .

           Co nsume rs are all diffe ren t: som e wan t the simplest and cheapest prod u cts; others seek to redu ce
           t he ir e nviron m e n tal im pac t an d be mo re en erg y ef ficien t or generate their own ren ewable
Reality    elec tricity. S o m e e ngage d consu m e rs will wan t mo re complex tari ffs, su ch as Time of Use.

           T h e refo re , l im it ing th e n um b er o f o f fe rs - as experim en ted or co nsidered in s om e coun tries - is
           no t the rig ht way fo r war d. The b e haviou r of consu mers - a nd their under lying m otivati o ns - are
           n otori o usl y dif f icul t to measure , unde rstan d and pre dict . Wh ilst it may h el p reassu re consumers
           t hat t h e n u m b er o f op tio ns the y face is n ot in timidating, it may also redu ce in centives for the m
           to engage, for exam ple by re d u ci ng dif feren tiati on b etwee n su ppl iers and weaken ing suppl iers’
           a bility to tail or p ro d uc ts to the n ee ds an d preferen ces of differen t consu me rs.

           Th ere are many ways to he l p co nsu m e rs choos e the prod u cts best su ited to the ir nee ds withou t
           hamper i ng in n ovati o n , e.g . p rice com paris on tools, perso nal ised advice by e nerg y su ppl iers o r
           consu m er asso cia tio ns, etc.

                       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           15%                                      18%

                                                                          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 inc reasi ng dive r si t y a nd varie t y o f o ffer s, including t hose wit h ad dit ional ser vi ces, is a si gn
        of mo re i nn ova t io n in t h e sec t o r. Such o ffe rs help ra ise consumer inte rest in p rice co mp arison
Quote   to ol s and the m a rke t in ge ne ral. ”

                                                                                                              (2015 ACE R/C EE R Market Mo nito ri ng Repo r t , p. 50 )

        “ We    conside r t ha t t h e rest ric t i o ns im p osed by the Re ta il Ma r ket Review (RM R) fo ur- tari ff rule
        lim it th e a bil it y o f su ppl ie rs to i nn ovate a nd p rov ide prod uc t s which m ay be beneficial t o
        c u sto mer s a nd co m p e t it i o n. This is o f pa rtic ula r concern over the longer term a s RM R ru l es co uld
        p ote nti ally st if l e i nnova t io n a ro u nd s m a rt meters. ”

                            (UK Compe t it io n & Market s Autho rit y, Energy market investigat ion , No t ice o f poss ibl e re medies, 20 15, p 3 1)
ELECTRICITY COMPANIES INTENTIONALLY MAKE IT
                                          DIFFICULT FOR CONSUMERS TO COMPARE OFFERS

           Supplier s are often t h oug ht to make off er s overly complex so t hat t he m ajorit y of co nsu mers
           can n ot under st and and co m pa re t h em. This w o ul d m ake it difficu lt f or co nsum ers t o det erm i ne
           i f th ey sh o u l d swi t ch th ei r su ppl ier or n ot

           N ot all co nsu m e rs have th e sam e ne e ds an d prio rities wi th regard to e nerg y. It is therefore cru cial
           to ensure that the y can f re e l y cho ose f rom a range of prod u cts, ser vices and contrac t types, l ike
Reality    in any ot he r mar ke t . T he y sho uld b e able to base t he ir cho ice n ot only on pri ce an d b ra n d, but
           a lso o n featu res such as billing types an d f requ en c y, contract du rati on, te rm s of paym en t, ser vice
           level , g ran ularit y o f i n fo rmat io n a n d source of elec tricity.

           E nerg y com pan i es are wo r king hard to facilitate comparabil ity of of fers e.g. by f in ding im proved
           ways to expla in ta r if fs . S im plif ying t he pres en tati on of of fers sho uld however n ot lead to rules
           w h i ch re du ce in n ovatio n an d re du ce consum er choice.

           Th ere are many ways to h e l p co nsu m e rs cho ose the produ c ts that are b est su ited to t he ir n eeds
           wit ho u t ha m pe r ing in n ovat io n:

                   Pr ice co m pa riso n to ols can he l p consumers unde rstand the charac teristics of en erg y
                   pro d u c t s by displaying the m i n a clear ma n ne r an d by using sim ple langu age
                   E ne rg y su ppli e rs a n d En e rg y S e r vice Compan ies (ESCO s) can – an d already d o – provid e
                   pe rso nal ise d advice to th e i r custome rs, e.g. what is the cheap est a nd m ost appro priate
                   ta rif f co nside ring the i r si tu a tio n an d consu mpt ion p ro file
                   Regulato rs , busin esses a n d co nsu mer asso ciations ca n wo rk toge ther on co nsu mer
                   i nfo r mati o n an d e du cat io n to im prove understan d ing a n d engagem en t in retail ene rg y
                   mar ke ts

           I mprove d transpar e n c y in price an d o f fers is also l in ked to bet ter regulati on . Pol icy-makers n eed
           to assess the im pac t o f cu rre n t legislative pr ovisions regulating the presen tation of prices an d
           o ffe rs to str ike a balan ce b e twe e n sim pli cit y an d un de rstan dabil it y.

                           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 mpa riso n websites a re available in most EU coun tries:

                                                                 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/
        Supplier
        FRANCE
                    s are sowww.energie-info.fr
                             m et i mes said to make off ers overly co mwww.energie-info.fr
                                                                                plex so t h at the maj orit y of co nsu mers
        can n
        GERMANY
               ot u nder st and  and      com
                             www.verivox.de
                                                pare th em, m aking it di ffi cu   lt to det erm i ne i f t hey sho u l d swit ch
                                                                               www.verivox.de
        su ppl ier or n ot . NRA
        GREECE                                                                 http://www.aerioattikis.gr/default.aspx?pid=34&la=1&artid=135
        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                  http://www.agen-rs.si/primerjalnik/index.php?/kalkulatorelektrika/           http://www.agen-rs.si/primerjalnik/index.php?/kalkulatorplin/
        SPAIN                     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/
        Source: ACER, November-December 2014

        “ Th e Forum welco m es t he j o i nt state me nt o f BEUC , EUR E LECTR IC a nd EU R OGAS o n imp roved
        co m parabil it y o f e ne rgy o f f ers t o allow consumer s to ma ke choices that best m eet their needs,
Quote   and en co urag es rel evant m a r ke t a c t o rs t o f ollow these princ iples . ”

                                                                                                    (Conclu si ons fro m t he 8th EU Cit izens ‘Energy Fo ru m, 2016)

        “ Th e inc reasi ng dive r si t y a nd varie t y o f o ffer s, including t hose wit h a d dit ional ser vi ces, is a sign
        of mo re i nn ova t io n in t h e sec t o r. Such o ffe rs help ra ise consumer inte rest in p rice co mp arison
        to ol s and the m a rke t i n ge ne ral. ”

                                                                                                              (2015 ACE R/C EE R Market Mo nito ri ng Repo r t , p. 50 )
CONSUMERS ACROSS EUROPE ARE NOT
                                                      SATISFIED WITH ELECTRICITY COMPANIES

           Th e Eu ro pean Com m i ssi on ’ 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.

           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
Reality    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 utio 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 i t is fa i r to obser ve that:

                       Th e le ve l o f co nsum e r sa tis fa c tion is quite high a n d is improving in several countries,
                       e .g . Be lgiu m , 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 , etc.

                                    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                               Suppliers with 5 VREG stars for
                                                        to Ombudsman                                                quality of service

                                                                                                                             80%
                                                                                                              63%
                                   6.759

                                                        - 41%            3.982
                                                                                                 20%
                                                       Complaints
                                    2012                                 2014                      2012              2013             2014

           Source: Ombudsman Energie, Activiteitenverslag 2012, 2013, 2014 VREG service checks, 12 January 2015, Accenture analysis
Consumer satisfaction with the services provided by their energy supplier in the Netherlands:

                                        Switching               22%                                67%                                      9%

                                  Overall service           13%                               68%                                      18%

                                       Energy bills         13%                               67%                                          17%

                     Customer-friendliness of               14%                               66%                                      19%
                        your energy supplier

                             Handling questions              16%                                62%                                    18%
                                  or complaints

                                              Price        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

                        10

                         0
                                                                                                                  PL

                                                                                                                                 NL
                                                                                                                       AT
                                  CY

                                                                LT

                                                                          PT

                                                                                                                                                           MT

                                                                                                                                                                     IT
                             BG

                                       DE
                                            GR
                                                 HR
                                                      HU
                                                           IE

                                                                     LU

                                                                               RO
                                                                                    SK
                                                                                         LV
                                                                                              FR
                                                                                                   BE
                                                                                                        CZ
                                                                                                             GB

                                                                                                                            NO

                                                                                                                                      ES
                                                                                                                                           SI
                                                                                                                                                 DK
                                                                                                                                                      EE

                                                                                                                                                                FI

                                                                                                                                                                          SE

                                                                                         2013                 2014
        Source: CEER Database, National Indicators (2014–2015).

        “ The  most co m m o n com plai nt s by ho u se hold c ust omers a re rela ted to p rice, co nt ra ct or billing
        issu es (…) . T his is tru e f o r t he el ect ricit y as well as for the ga s reta il market.”
Quote
                                                                                                              ( 2015 AC E R/CE E R Mar ket Mo nito ring Rep ort , 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 o ppose t he develo pment of energy efficiency, self-generat ion
           and ene rgy co ope rat iv es because i t wo u ld unde rm ine t heir business m o del.

           Su ppl iers’ traditi o nal co re busi n ess is progressivel y changing and their poten tial growth
           o ppo r tun i 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
Reality    in creasi ng l y o f fe r n e w val u e packages aroun d deman d response, sel f-gen eration , batter y
           sto rage, en e rg y e f f icie n c y in cl uding 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 mpa ny (ESCO) or aggregator, sometimes par tn ering with them .

           Su ppl 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 and to make ro o m fo r n e w de man 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
           in creasi ng th e acce p tan ce o f thes e te chnol ogies.

           Fina 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
           en erg y su ppl y ste p by ste p, a n d backing them u p with 100% 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
                                                                                                              45%
                                                                                                                                                    138

                                        114                                                              14
                                 1                           6                     6
               Downstream
                                                                                                                                                     31
               T&D 2                     25

               RES                       16                                                                                                          30

               Conventional
               generation 3              55                                                                                                          49

                                      2012            Decline in            Growth in                  RES              Downstream                  2020
                                                      conventional          traditional
                                                      generation            T&D

               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/

        “ Ove r  th e la st f ew yea r s, re ta i l e nergy ma rket s have w it nessed inc rea sed eviden ce o f p ro duc t
        inn ova tio n o f f ered by bo th well-esta bl ished sup pliers a nd by smaller niche pl ayers. ( …) T he
Quote   in nova tio n in re tail p ro d u ct s may i nc lude cha ra c ter ist ic s such a s co nt ra c t dura tio n, price
        p rese rva tion p e rio ds, dual-f uel o f f e rs, a dd it io n al ser vice p rovisi on o r re newa bl e/green features.
        Th ese innova t ive p rodu ct s o f f er m o re choi ce t o consumer s in a n indust ry tha t wa s once considered
        to be co mple tely h o m o ge neo u s . ”

                                                                               (ACER/C EE R 2014 Market Mo nito r i ng Repo r t , p. 66 )

        “ In    so m e cou nt r ies ( e .g . Great Br itain a nd Irela nd), elec t ric it y a nd ga s su ppliers a re al so
        e x panding t heir bu siness a reas a nd m ovi ng towa rds becoming ‘ energy ser vi ce p roviders’. Most
        su ppl ier s o f f e r h o m e i nsu lat io n , bo ile r insura nce a nd s ma rt m etering produ c t s a nd serv ices.
        A no th e r em e rgi ng m arke t is t h a t o f m i cro-genera t io n. Most su pplie rs offe r p roduc t s and se rvices
        in th i s area , inc ludi ng install at io ns of technolog ies such a s Ph ot ovoltaic s (P V), wind, sola r
        th e rm al, biom a ss a nd hea t p u m ps. B o iler installat io n and ot her t y p es of home im proveme nt , su ch
        a s insu la tio n a nd bo i le r m a inte na nce , a re al so o ffered by many sup plie rs. Some supplie rs al s o
        o f f er plu m bing, dra inage a nd el e c t rical i nsurance (… ). A limited n u mbe r of sup plie rs al so o ffer
        ph o ne a nd/o r bro adba nd se rv ices. ”

                                                                               (2014 ACE R/C EE R Market Mo nito ri ng Repo r t , p. 67)
SUPPLIERS INTENTIONALLY MAKE BILLS
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                       COMPLEX TO CONFUSE CONSUMERS

            Energy b i ll s are often repor ted t o be t oo com plex . Many co nsum ers – and co nsu m er associa t ions
            – th i n k t h ei r su p pl ier s are respo nsible f or t h at . As t he situ at io n do es n ot seem t o im prove,
            so me su ggest st andardi sing t h e b ill’ s f ormat .

            Su ppl iers are in co nstan t dia l ogu e with their custome rs (e.g. consu mer pa n els) a nd they are
            taking steps to make e n e rg y bills clearer 1.
Reality

            Howe ve r, in m ost EU Me m b e r States, bills are heavil y regulate d. While many co nsu mers in d ee d
            com plain t hat the re is to o m uch in fo r mation o n their bills, ma king t hem diff icult to read, suppl iers
            a re of ten n ot all owe d to sim plif y o r i m prove t hem.

            Before co m ing u p wi th m o re regulation , polic y- makers sho uld assess the impac t of cu rren t
            Euro pean an d national legislative provisio ns regula ting th e presen tati on of bills. The re would
            be m eri t i n e n co u ragi ng m ore e vi de n ce and principl e- base d regula ti on rather than dictati ng the
            fo rmat an d 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                    Page 1/4
                                                                                                                                                                                                                                                       N° client : 6 007 344 399                                                                                                                                                                                                                                                                                                                                                                                                                                                                    Document à conserver 5 ans                   Page 2/4
                                                                                                                                                                                                                                                       Identifiant Internet :
                                                                                                                                                                                                                                                       SBOUTHEON@GMAIL.COM
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                   Détail de la facture du 14/01/2016 N°35005875346
                                                                                                                                                                                                                                                       G                                                                                                                                  Par Internet
                                                                                                                                                                                                                                                                                                                                                                                                            edf.fr
                                                                                                                                                                                                                                                                                                                                                                                                 sur Smartphone et Tablette
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                     I     Votre contrat Electricité
                                                                                                                                                                                                                                                                                                                                                                                         Télécharger l'appli mobile EDF&MOI
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                 BOUTHEON   SOIZIC
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                    Nom, Prénom
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                     "Tarif Bleu" - 12 kVA - Option Heures Pleines/Heures Creuses - Compteur électronique n°141
                                                                                                                                                                                                                                                                                                                                                                                               mail : serviceclient@edf.fr
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                 M. Adresse
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                    DAGNICOURT    MARC
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                            de facturation                                                                           Horaires heures creuses - 22H30-6H30 - (peuvent varier de quelques minutes)
                                                                                                                                                                                                                                                             F                                                                                                                            Par téléphone                                                                                                          67 ROUTE DE FONTAINEBLEAU
                                                                                                                                                                                                                                                                                                                                                                                          Du lundi au samedi dès 8h et jusqu’à 21h                                                                               91490 MILLY LA FORET
                                                                                                                                                                                                                                                                                                                                                                                                       09 69 36 66 66                                                                                                                                                                                                Consommation
                          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

                                                                                                                                                                                                                                                                                                                                                                                                  (Service gratuit + prix appel)
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                     Régularisation tarifaire Base - 06kVA - du 30/07/2013
                                                                                                                                                                                                                                                       D Par courrier                                                                                                                                                                                                                                                                                                                                                                                                                                                                                     9               0,0041              0,04          19,6%
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                     au 31/07/2013 (1)
                                                                                                                                                                                                                                                                                                                                                                                          EDF SERVICE CLIENTS TSA 20012
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                   TA

                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                      ERDF           ERDF
                                                                                                                                                                                                                                                                                                                                                                                          41975 BLOIS CEDEX 9
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                     Base - 06kVA - du 20/06/2014 au 24/09/2014                       16851          18374                                             1523               0,0883             134,48         20,0%
                                                                                                                                                                                                                                                       B                                                                                                                                  Nos boutiques
                                                                                                                                                                                                                                                                                                                                                                                          Retrouver la boutique la plus proche de                                                                                                                                                                                                                                                     ERDF           ERDF
                                                                                                                                                                                                                                                                                                                                                                                          chez vous sur boutiques.edf.com                                          K      Facture du 14/01/2016                                                                                                                      Heures Creuses - 12kVA - du 25/09/2014 au
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                         0           1230                                              1230              0,0620    (2)
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                              76,24         20,0%
                                                                                                                                                                                                                                                                                                         Urgence dépannage Electricité (ERDF)                                                                                                                             N° 35 005 875 346                                                                                        Montant total                     22/12/2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          A
                                                                                                                                                                                                                                                                                                                                                                                          09 726 750 91 (Service gratuit + prix appel)                                                                                                                                             2 015,02 €                        Heures Pleines - 12kVA - du 25/09/2014 au
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                         0           3862                                              3862              0,1014 (3)          391,52         20,0%
                                                                                                                                                                                                                                                                                                                                                                                                                                                                   Electricité (relevé ERDF)                                    2 606,10 €                                                 TTC                       22/12/2014
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                A

                                                                                                                                                                                                                                                                                                                                                                                                                                                                      A    V     T                                                       €                       0     6   ,   6   9   4                                                                                              ERDF           ERDF
                                                                                                                                                                                                                                                       B   Lieu de consommation                                                                                                                                                                                    Paiements déjà effectués                                    -1 087,68 €                                         A payer avant                     Heures Creuses - 12kVA - du 23/12/2014 au
                                                                                                                                                                                                                                                       BRT DE CHANTIER                                                                                                                                                                                                                                                                                                             le 29/01/2016                                                                                       1230          4855                                              3625               0,0623             225,84         20,0%
                                                                                                                                                                                                                                                       67 ROUTE DE FONTAINEBLEAU
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                     19/06/2015
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        C       T      T          e   r    u      t        c      a          F                 €   2   0    ,     5   1   0    2
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                      AT

                                                                                                                                                                                                                                                       91490 MILLY LA FORET                                                                                                                                                                                                                                                                                                                                          Heures Pleines - 12kVA - du 23/12/2014 au
                                                                                                                                                                                                                                                                                                                                                                                                                                                                       C

                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                       3862          14586                                             10724              0,1019            1 092,78        20,0%
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                     19/06/2015
                                                                                                                                                                                                                                                       Titulaire du contrat
                                                                                                                                                                                                                                                       Mme BOUTHEON SOIZIC
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                     Total Consommation (dont acheminement 665,34 €)                                                                                   20973                               1 920,90
                                                                                                                                                                                                                                                       M. DAGNICOURT MARC                                                                                                                                                                                          f         Les prochaines étapes                                                                                                                                                                                                                                                                    Prix €HT/mois      Montant €HT         TVA
                         LI

                                                                                                                                                                                                                                                       Votre contrat                                                                                                                                                                                                   • Prochaine facture vers le 19/06/2016.                                                                                                       Abonnement
                                                                                                                                                                                                                                                     N° de client : 6 007 344 399
                                                                                                                                                                                                                                                     N° de compte : 4 02 4 010 586 041                                                                                                                                                                                 • Prochaine relève ERDF vers le 19/06/2016.                                                                                                   Déduction - Base - 06kVA - du 20/06/2014 au 20/07/2014                                                                                                 5,56              -5,56          5,5%
                                                                                                                                                                                                                                                     (numéro à transmettre pour le règlement de
                                                                                                                                                                                                                                                     vos factures)                                                                                                                                                                                                                                                                                                                                                   Régularisation tarifaire Tarif Bleu 06 kVA Base - du 30/07/2013 au 31/07/2013 (1)                                                                      0,27              0,01           5,5%
                                                                                                                                                                                                                                                                                                                                                                                                    Electricité "Tarif Bleu"                                                                                                                                                                                         Base - 06kVA - du 20/06/2014 au 31/07/2014                                                                                                             5,56              7,68           5,5%
                        P

                                                                                                                                                                                                                                                     • Point de livraison (PDL) :                                                                                                                                                                                                                                                                                                                                    Base - 06kVA - du 01/08/2014 au 24/09/2014                                                                                                             5,56              10,05          5,5%
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                           IC

                                                                                                                                                                                                                                                     N° 22 251 085 317 651
                                                                                                                                                                                                                                                     • Puissance : 12 kVA                                                                                                                                                                                                                                                                                                                                            Heures Pleines/Heures Creuses - 12kVA - du 25/09/2014 au 31/10/2014                                                                                   13,01              15,83          5,5%
                                                                                                                                                                                                                                                     • Heures Pleines/Heures Creuses
                                                                                                                                                                                                                                                     22H30-6H30                                                                                                                                                                                                                                                                                                                                                      Heures Pleines/Heures Creuses - 12kVA - du 01/11/2014 au 19/06/2015                                                                                   13,28             100,86          5,5%
                       U

                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                     Heures Pleines/Heures Creuses - 12kVA - du 20/06/2015 au 20/07/2015                                                                                   13,28              13,28          5,5%
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                     Total Abonnement (dont acheminement 102,31 €)                                                                                                                          142,15
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                    Conso kWh          Prix du kWh       Montant €HT         TVA
                      D

                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                     Taxes et Contributions
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                     Taxe sur la Consommation Finale d'Electricité (TCFE)                                                                              20964            0,00618 (5)          129,63         20,0%
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                     PL

                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                     Contribution au Service Public d'Electricité (CSPE)                                                                               20964            0,01840 (4)          385,76         20,0%
                                                                                                                                                                                                                                                                                                                                                                                                                                                                        C          Comment payer ?                                                                                                                   Contribution Tarifaire d'Acheminement Electricité (CTA)                                                                                                                  27,66          5,5%
                                                                                                                                                                                                                                                                                                                                                                                                                                                                         Par Internet : choisir « Payer ma facture ».                                                                                                Total Taxes et Contributions                                                                                                                                           543,05
                                                                                                                                                                                                                                                                                                                                                                                                                                                                         Par téléphone : choisir « Payer ma facture ».
                                                                                                                                                                                                                                                                                                                                                                                                                                                                         Par TIP : détacher le TIP et suivre les instructions sur l’enveloppe jointe.
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                     Total Electricité hors TVA                                                                                                                                           2 606,10
                                                                                                                                                                                                                                                                                                                                                                                                                                                                         Par chèque : à l’ordre d‘EDF en joignant le TIP.
                                                                                                                                                                                                                                                                                                                                                                                                                                                                         En espèces : dans un bureau de poste avec votre facture.                                                                                  En conclusion : situation de votre compte depuis le démarrage de votre échéancier
                                                                                                                                                                                                                                                                                                                                                                                                                                                                         H      Tenez compte des délais postaux : la date de paiement sur votre facture est celle à
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                laquelle nous devons avoir reçu votre règlement.                                                                                     Total facture hors TVA                                                                                                                          2 606,10 €
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                    U

                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                     TVA 19,60 % sur un montant total de 0,04 €
                                                                                                                                                                                                                                                                                                                                                                                                                                                                        g          Pour vos prochaines factures, simplifiez-vous la vie !
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                     TVA 20,00 % sur un montant total de 2 436,25 €
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          0,01 €
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        487,25 €
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                     TVA 5,50 % sur un montant total de 169,81 €
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          Montant total
                                                                                                                                                                                                                                                                                                                                                                                                                                                                         Payez par prélèvement automatique mensuel ou bimestriel.                                                                                                                                                                                                                                         9,34 €
                                                                                                                                                                                                                                                                                                                                                                                                                                                                         Connectez-vous dès maintenant sur votre espace Client.
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                     Total facture TTC                                                                                                                              3102,70 €
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          2 015,02 €
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                     TTC
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                   D

                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                     Paiements déjà effectués                                                                                                                      -1087,68 €

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                                                                                                                                                                                                                                                                                                                                           IS 552 081 317 N.I.T.V.A. FR 03 552 081 317

                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                    Document à conserver 5 ans              Page 4/4
                                                                                                                                                                                                                                                                                                                                                                                         A      Evolution de votre consommation facturée en kWh

                                                                                                                                                                                                                                                                                                                                                                                                       Relevé ERDF                                                         Relevé Client                                                       Relevé estimé                                                                  Consommation
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                              (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.
                                                                                                                                                                                                                                                                                                                                                                                          I    Votre consommation en Electricité                                                                                                                                                                                              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
                                                                                                                                                                                                      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

                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                              (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
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                      HP 3862

                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                               HC 3625

                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                              Pénalités de retard
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                      HC 1230

                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                      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 Sep14 à Déc14                         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.
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                   TA
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                 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 ?
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          Vous pouvez vous adresser à EDF, qui met à disposition un parcours en trois étapes, pour vous assurer une réponse dans les meilleurs délais :
                                                                                                                                                                                                                                                                                              C

                                                                                                                                                                                                                                                                                                                                                                                                                                                                   Des explications concernant les taxes et contributions sur                                                                                                  ·   Etape 1 : vous adressez votre réclamation par internet à particulier.edf.fr ou par courrier à EDF Service Client - TSA 20012 - 41975 BLOIS CEDEX.
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                       taxes.edf.com                                                                                                                           ·   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.
                                                                                                                                                                                                                                                                                                                                                                                                                                                                         Mieux comprendre les détails de votre facture sur
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                               ·   Etape 3 : vous restez en désaccord avec la réponse du Service Consommateurs, vous pouvez dans ce cas solliciter le Médiateur EDF par internet sur
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                       facture.edf.com
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                   https://mediateur.edf.fr ou par écrit au Médiateur EDF - TSA 50026 - 75804 PARIS CEDEX 8.
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                                                                                                                                                                                                                                                                                                                                                                                                                                                                                      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.

                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          Tout sur vos démarches, vos droits et les économies d'énergie : www.energie-info.fr, le site d'information des pouvoirs publics,
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                                                                                                                                                                                                                                                                                                                                                                                         A Pour votre information                                                                                                                                                                                                         Pour de plus amples informations, reportez-vous aux Conditions Générales de Vente ou rendez-vous sur cgv.edf.com
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                                                                                                                                                                                                                                                                                                                                                                                              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
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                                                                                                                                                                                                                                                                                                                                                                                                                            TRE0240240105860410000002015024O                                                                                                                       Q
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                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                TIPS€PA
                                                                                                                                                                                                                                                                                                                                                                                                                     ICS : FR47EDF001007                                                                        Marc DAGNICOURT
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                            Montant en euros
                                                                                                                                                                                                                                                                                                                                                                                                                     RUM : TIP044024010586041350058753461401                                                    M. DAGNICOURT MARC
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                67 ROUTE DE                                                                           2 015,02
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                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                FONTAINEBLEAU 91490
                                                                                                                                                                                                                                                                                                                                                                                                                      Flashez-moi pour                                                                          MILLY LA FORET
                                                                                                                                                                                                                                                                                                                                                                                                                                               payer en ligne

                                                                                                                                                                                                                                                                                                                                                                                                                                                                IBAN : FR76 3000 3013 4700 0501 0065 149
                                                                                                                                                                                                                                                                                                                                                                                                                                                                EN CAS DE MODIFICATION JOINDRE UN RELEVÉ D'IDENTITÉ BANCAIRE
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                         Identification
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                         règlement
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                 4 02          4010586041 35005875346

                                                                                                                                                                                                                                                                                                                                                                                                                                                                       DATE                      SIGNATURE
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                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                 EDF
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                                                                                                                                                                                                                                                                                                                                                                                                                     Mandat de prélèvement SEPA ponctuel : en signant ce formulai re de mandat, vous autorisez EDF à envoyer                                     TSA 60002
                                                                                                                                                                                                                                                                                                                                                                                                                     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
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                 75937 PARIS CEDEX 19
                                                                                                                                                                                                                                                                                                                                                                                                                     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
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                                                                                                                                                                                                                                                                                                                                                                                                                     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                                                  30003013470005010065149

                                                                                                                                                                                                                                                                                                                                                                                                                                                        070150140117 41402401058604135005875346680104                                                                201502

            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     5        10     15         20        25       30
                                                                                                        Number of jurisdictions
                                                                       Electricity           Gas

           Source: CEER Database, National Indicators (2014–2015), figure 55

           “ Mem ber    Sta tes h ave p u t in place regu la t io ns o n t he dist r ibut io n o f informa t i on t o consu mers
           on energy related t o p ic s, su ch a s ( …) info rma t io n p rovid ed on bill s a nd billing in forma tion ba sed
 Quote     o n ac tu al consu m pt io n. ”

                                                                                                        (2015 ACER/CE ER Mar ket Monit o ring Repo r t , p. 1 2 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 ing i nf o rma t ion t o consu m e r s i n an easy a nd u nder standa ble way is imp orta nt . Yet , the da nge r
           pe rsist s tha t prese nt ing t o o m any di ff e rent pieces o f informa t ion o n t he bill m ight ma ke it less
           accessible t o t he co nsu me r, beca use o f t he plet hora of de ta il s which a re all prese nted at on ce a t
           long inter val s. Whe n co m m unicat ing w ith co nsumers, o t her co mmunica tion cha n nel s m ay be at
           least as ef f ic ie nt as t h e bill, su ch a s reg ul a r ema il or t he consumer’s ‘my pag e ’ on t he su p plier
           and/or DSO websi te . ”

                                                                                                        (2015 ACER/CE ER Mar ket Monit o ring Repo r t , p. 1 2 5)

           “ We    wo uld urge ( t he Co m m i ss ion ) t o cons ide r ca refully the level o f p resc ript ion in rela t ion to
           th e co ntent or f o rm a t o f bill s and o the r c ust omer co mmu n ica tions. Anecdo tal evidence sugg est s
           th a t co nsu m e r s al rea d y receive a lot o f informa t io n and tha t t his ca n lead t o less ra t her t ha n more
           e ngage me nt in ce rta in circum stances. Deta il ed req uirement s can al so reduce t he scop e for
           in n ova ti o n a m o ng su p plie rs and coul d become o utdated quickly (e.g. as m ore p eople opting for
           elec tro nic billing ) . ”

                                                                                                (C E ER Response to Euro pean Com missi o n Pu bl ic Co nsultatio n
                                                                                   o n th e Rev iew o f Directive 201 2/27/ EU o n Energy Effi c ien cy, 2016, p. 2)
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