FAQ

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  1. What is NEON?
  2. Who can become a member of NEON?
  3. Why become a member?
  4. How can my organisation join NEON as a member?
  5. Where does NEON’s money come from?
  6. Can NEON fund some of our projects or activities?
  7. We are not called “ombudsman”, can we join?
  8. Our Ombudsman/mediation service is regional, not national, is that a problem?
  9. We belong to an energy supply or service company, can we apply for membership?
  10. We are a federation of companies of the energy sector, can we become members?
  11. Where can I find more information?

 

1.     What is NEON?

The National Energy Ombudsman Network is an independent European network, consisting of consumer dispute-resolution services and ombudsmen active in the energy sector. Our members have the public mandate to provide an easily-accessible and free-of-charge way to solve disputes between consumers and companies.

NEON’s goals are as follows:

  • Encourage the protection and empowerment of energy consumers through the promotion of statutory, public-interest and independent complaint-resolution bodies;
  • Promote a specific model of Alternative Dispute Resolution (ADR), based on independent, national and regional ADR services that defend the general interest and the rights of all consumers in energy markets;
  • Represent our members at European level and to link up with European counterparts in the fields of energy and consumer protection;
  • Facilitate the exchange of information, experience and good practices among our members.

 

2.     Who can become a member of NEON?

NEON members are autonomous and independent organisations established by national, regional or local authorities that help energy customers solve their disputes with their energy provider.

Our members deal with disputes by taking into account any applicable legislation and by respecting the principles of fairness, impartiality and non-discrimination. Our members publish at least one (annual) report with information on their activities and financing.

Any entity complying with these requirements can join.

 

3.     Why become a member?

We aim to support our members both individually and collectively, in their work to foster positive change and increase consumer trust in Europe and beyond.

NEON aims to facilitate the exchange of information, experience and good practices between members, to represent them at the European level and to link up with European counterparts in the fields of energy and consumer protection.

NEON has lots to offer:

  • Have your voice heard in Europe – becoming a member of the NEON will give access to European institutions and stakeholders,
  • Grow stronger – NEON provides opportunities for collaboration, capacity building, learning and issue-based policy work through regular meetings,
  • Peer exchange and expertise sharing through various networks and expert groups to improve the situation of consumers and ADR in the energy sector,
  • Networking – connect and exchange best practices with peers,
  • Policy and legal expertise – we help you find answers to specific requests for information on the sector,
  • A chance to steer the sector by serving on our General Management body, Administrative Body and Working Groups,
  • Outreach opportunities through our website, newsletters, publications, and social media channels.

Belonging to NEON allows you to join a growing network of dynamic dispute-resolution services and ombudsmen whose expertise and understanding of the energy market are widely acknowledged. By working effectively together, we increase the visibility of the sector, add to public trust and consumer empowerment, and bring further legitimacy to the work of dispute-resolution services in Europe and throughout the world.

Living in a globalised world, issues are not confined by geographic borders, and problems can be best tackled when different perspectives are blended. NEON aims to welcome diverse views and approaches from a range of backgrounds from organisations active in and with Europe. By joining NEON, your organisation and staff can be part of this dynamic community.

4.     How can my organisation join NEON as a member?

Organisations wishing to apply for membership shall apply in writing to NEON giving the following information:

  • A letter stating that the organisation wants to join NEON
  • A letter stating that the organisation accepts the statutes and the internal rules of NEON
  • Legal status of the organisation and proofs of its independence towards, and not belonging to, energy companies or federation of companies in relation to the energy sector
  • Permanent address of the organisation with telephone, fax and e-mail and any other important contact details (e.g. foreign languages spoken, office hours)

Should you wish to get more information on becoming a member, please contact the Secretariat

 

5.     Where does NEON’s money come from?

NEON is entirely funded my member organisations.

 

6.  Can NEON fund some of our projects or activities?

No. NEON does not provide any funding.

 

7.  We are not called “ombudsman”, can we join?

Of course! To facilitate the readability of our statutes and main documents, the members are referred to by the single name of “ombudsman“, whether or not the job is carried out by a man or a woman; whether it is a service within the regulator or any other independent body, and whatever the name of the organisation.

 

8.  Our service is regional, not national, is that a problem?

No problem! Regional dispute-resolution services are welcome as long as they respect the membership criteria.

 

9.  We belong to an energy supply or service company, can we apply for membership?

Unfortunately not. NEON represents publicly-mandated dispute resolution services, not company customer services or ombudsmen. You are however always welcome to get in touch with us!

 

10.  We are a federation of companies of the energy sector, can we become members?

No, NEON represents organisations with a public mandate, not companies or federation of companies in relation to the energy sector. But we should stay in touch!

 

11.  Where can I find more information?

Please feel free to contact the secretariat.