The Core Blocks of Utility Compliance
For a player in the utility sector, compliance depends on five groups of norms: public-service obligations, supplier obligations, information storage, penalty sanctions, and the authorization schedule of public-service suppliers. This page explains all five and shows how they connect to daily operating practice.
The Public-Service Obligation
For the purposes of the general economic interest — supply security, continuity, appropriate quality and price, as well as environmental protection, energy efficiency, generation from renewable sources and climate protection — an energy undertaking may be charged with a public-service obligation, imposed by the government after consultation with the competent state organs, the Commission and the Energy Community Secretariat. For compliance the following matter: the obligation is temporary and regularly reviewed; it must be transparent, non-discriminatory and easily verifiable; compensation or an exclusive right must not exceed the corresponding costs, account taken of revenue and reasonable profit; and the tariff is set by the Commission. Undertakings performing public service ensure supply security, quality supply, environmental protection and energy efficiency, the protection of health, life and property, and consumer rights.
Supplier Obligations and Information Storage
Each supplier is obliged to create an individual service point. The point gives the consumer transparent information on prices, regulated tariffs and standard terms; a choice of several non-discriminatory payment methods — the prepayment system must be fair and adequately reflect expected consumption; information on the possibility of changing supplier free of charge; a transparent, simple and economical complaint procedure; and, for consumption control, systematic and accurate notification of actual consumption and the corresponding cost, free of charge. Disputes must be resolved fairly and in good time within 10 working days, with redress and/or compensation where appropriate. The final bill after a supplier change is received no later than 6 weeks later, and a change in the supply price or other conditions must be notified no less than 1 month before it takes effect — where the consumer disagrees, the contract may be terminated early.
Suppliers serving household consumers and small enterprises additionally ensure service centers that deliver information by telephone, e-mail and in person, and a commission for reviewing complaints; the center must work at least once a week up to 20 hours, and booking must be possible by telephone or e-mail. In documentary terms, the supplier stores, for no less than 5 years, information connected with supply contracts concluded with traders, system operators and, where relevant, the operators of natural gas storage and LNG systems, and with operations carried out by derivatives, and makes it available to the Commission and the competition and consumer protection agency. The five-year memory of documentation is the foundation of audit readiness.