Complaints

NEON on the Energy Union: considering new challenges for consumers

NEON, the National Energy Ombudsmen Network, welcomes the Energy Union Strategy which aims at providing secure, sustainable, competitive, and affordable energy for every European citizen. This holistic approach puts consumers at the core of the energy market. Consumer empowerment is a key word of the strategy, as they are expected to play an active role …

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ADR in the energy sector: strengthening the reputation and moral authority of independent energy ombudsmen

With the support of Professor Christopher Hodges MA PhD FSALS, Professor of Justice Systems, University of Oxford Head of the CMS/Swiss Re Research Programme on Civil Justice Systems, Centre for Socio-Legal Studies, and Fellow of Wolfson College, University of Oxford Honorary Professor, China University of Political Science and Law, Beijing With the 2013/11 Directive on …

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NEON works with CEER to implement the 2020 Vision

NEON is a strong supporter of the 2020 Vision for Europe’s energy customers developed by CEER and BEUC. This vision relies on the RASP principles (Reliability, Affordability, Simplicity and Protection and Empowerment) to empower energy consumers throughout Europe. On 6 November 2014, CEER published its Report on the Implementation of the 2020 Vision for Europe’s Energy Customers by its Supporters.  …

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NEON: 48,866 energy-related disputes handled in 2013

The members of NEON, the National Energy Ombudsman Network, globally handled 48,866 energy-related disputes in 2013. The analysis of its members’ complaint data will feed into NEON’s work programme for 2015. In this context, NEON will set up three main working groups: Consumer data management and complaint handling monitoring; Stakeholder engagement (teaming up with consumers associations, …

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NEON welcomes the European Energy Consumers’ Rights brochure

NEON, the National Energy Ombudsman Network, welcomes EU Commission DG Energy’s European Energy Consumers’ Rights brochure. This brochure explains in detail what energy consumers gain from European legislation, besides the general consumer rights guaranteed in EU legislation, with a special focus on the right to easy resolution of complaints and disputes, through an independent body, such as an …

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