MYTHS & REALITIES of RETAIL MARKETS - European Electricity - EEMG ...
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MYTHS & REALITIES of
European Electricity
RETAIL MARKETS
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
Let’s debunk the retail electricity myths and focus on the
real issues preventing customer empowerment.
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.
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
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, BulgariaIn 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 2015OVERVIEW 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 ReportWhat 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, EDFConsumer 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 – UKIn 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 analysisConsumer 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 VisionExamples 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
h
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 €
h
Document à conserver 5 ans Page 3/4
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.
A
LI
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,
C
A Pour votre information Pour de plus amples informations, reportez-vous aux Conditions Générales de Vente ou rendez-vous sur cgv.edf.com
P
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
U
LI
TRE0240240105860410000002015024O Q
D
TIPS€PA
ICS : FR47EDF001007 Marc DAGNICOURT
Montant en euros
RUM : TIP044024010586041350058753461401 M. DAGNICOURT MARC
67 ROUTE DE 2 015,02
P
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
U
EDF
Q
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
D
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)© photo: fotolia Union of the Electricity Industry - EURELECTRIC Boulevard de l’Impératrice, 66 boîte 2 T.: + 32 (0)2 515 10 00 - F.: + 32 (0)2 515 10 10 1000 Brussels website: www.eurelectric.org Belgium twitter.com/EURELECTRIC EU Transparency Register number: 4271427696-87
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