Vattenfall AB ADR in the Swedish energy sector

1. Vattenfall ABADR in the Swedish energy sector • Most disputes are solved within the Customer service departments. • Some disputes escalateto complaints or to ADR schemes in or outside the company. • Customers are free to choose which bodies they contact to help resolve disputes. • When needed, the Customer Ombudsman can provide the customer with all necessary information for discussions with external agencies. • Customer Ombudsman assists customers quickly. A typical case takes no more than one month to resolve, often sooner than that. It is also of utmost importance for the CO to give feed-back to the company for future customer serviceimprovements. • The company has the main responsibility for solving a dispute. However, if the company and even the CO fails to do it, the public authorities are there for the consumer. Customer

2. Vattenfall AB ADR in the Swedish energy sector The Swedish energy customer who seeks support to solve a dispute can either turn to his energy company or one of three public authorities. All companies have a customer service department, some have special complaints units and some also provide ADR from an independent Customer Ombudsman. The public authorities provides advice and dialogue support via the municipalities and the Electricity Advice Bureau and decisions formed as recommendations, at the National Board for Consumer Disputes. The vast majority of companies (80%) follow the Boards decisions. If the customer wishes the Customer Ombudsman will also provide all necessary background information for contactwith the public authorities. Links to public authorities: Municipality Consumer Advisor (Kommunala konsumentvägledare): http://www.konsumentverket.se/Personlig-Radgivning/Personlig-radgivning-fore-kop/ Swedish Electricity Consumer Advice Bureau (Konsumenternas Elrådgivningsbyrå): http://www.elradgivningsbyran.se/ The National Board for Consumer Disputes (ARN): http://www.arn.se/