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CONSUMER INVOLVEMENT In the market opening process

CONSUMER INVOLVEMENT In the market opening process Nina Grall-EDLER 3rd MEDREG IMME Seminar – 11/12 September 2013 - Tunis. OVERVIEW. Why is Consumer Involvement Essential? How to Promote Consumer Involvement ? Adressing the „Poverty Premium“. WHY CONSUMER INVOLVEMENT? [1].

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CONSUMER INVOLVEMENT In the market opening process

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  1. CONSUMER INVOLVEMENT In the market opening process Nina Grall-EDLER3rd MEDREG IMME Seminar – 11/12 September 2013 - Tunis

  2. OVERVIEW Why is Consumer Involvement Essential? How to Promote Consumer Involvement? Adressing the „Poverty Premium“

  3. WHY CONSUMER INVOLVEMENT? [1] • Improving The Position of Consumers Is A Core Scope Of Market Liberalisation • freedom of choice • increasing service quality • price developments • abolishing cross-subsidies in network tariffs • increasing customer protection • (socio-) economic growth

  4. WHY CONSUMER INVOLVEMENT? [1] • But ... consumers need to be (made) aware of • their rights (and responsibilities) in a liberalised market • the benefits they can gain from exercising their rights • Not only related to Hh/ Sme • but in particular • central role of regulators • in cooperation with consumer organisations

  5. HOW TO PROMOTE CONSUMER INVOLVEMENT? [1] • Communication and Transparency • website of the regulator – dedicated sections, FAQs • various media • making liberalisation a topic of discussion – interviews etc • Facilitating Consumers‘ Choice • price comparison tools • Events • participation in energy fairs or similar • organising dedicated awareness raising / eduction events • – example: joint WS CEER / ECRB / ERRA 9 Oct 2013

  6. HOW TO PROMOTE CONSUMER INVOLVEMENT? [3] • Tailor Made Communication • language – catching emotions • content / length • Identify Consumers‘ Needs • surveys etc • Creativity • schools, universities... • Train the Trainer • experience sharing – with other regulators (e.g. joint WS CEER / ECRB / ERRA 9 Oct 2013), consumer representations etc

  7. ADRESSING THE „POVERTY PREMIUM“ • Consumers at low income likely to excluded from the „Best Deals“ • lower credit and range of payment options adding additional costs to customers on low income • limited access to „enabling“ tools (internet)

  8. THANK YOU VERY MUCH FOR YOUR ATTENTION! QUESTIONS? DISCUSSION CONTACT Nina Grall-Edler Head of ECRB Section – Regulatory Affairs Energy Community Secretariat E: nina.grall@energy-community.org W: www.energy-community.org

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