Our members are guided by the following missions and principles:
By handling consumer disputes as an external appeals body mandated by public authorities, our members strike a balance between customers and energy service providers and ensure the general interest in energy markets is respected.
Our members are autonomous authorities put in place by federal, national, regional or local authorities; their aim is to protect consumers -and not to make a profit. This is also why they are free of charge for the consumer.
Our members are independent both from consumers and from companies over which they have jurisdiction.
Our members publish at least one annual report per year and communicate transparently on their funding and their governance structure.
Our members do not only deal with complaints from household customers, but also help small businesses make their rights respected in energy markets. They also intervene even though there is no contract between the customer and the service provider -this is typically the case of the services provided by distribution companies (DSOs).
Help markets improve
By collecting data at a national / regional level, our members can highlight market failures and work with national authorities, regulators and companies to improve the consumer experience of energy customers.
Respect and enforce human rights
Our members respect principles of fairness and no discrimination with a special mention to the right of good administration, and pay special attention to vulnerable customers. They promote and guarantee human and fundamental rights.