Here’s a summary of the article, focusing on the key points:
Spain’s CNMC (National Markets and Competition Commission) Report on Electricity & Gas Marketers
The CNMC has published a report revealing ongoing problems with how electricity and gas companies in Spain inform and interact with consumers. Key findings include:
Accessibility & Openness Issues: difficulties accessing information and services both by phone (long wait times, contract withdrawal problems, claim filing issues) and online (missing basic contract information in customer portals).
Insufficient/Unclear Information: Pre-contractual information is often inadequate, particularly regarding pricing, contract duration, early termination fees, and withdrawal rights. Some hirings were even completed without the consumer fully reviewing the details.
Separation of Markets: non-compliance with separating activities between free and regulated market marketers, causing potential user confusion.
Persistent Problems: Despite previous demands for advancement, many of these issues remain.
Methodology: The report is based on 835 “mystery shopper” interactions with 29 marketers (15 electricity,14 gas) representing the vast majority of Spanish supply points.CNMC Recommendations:
Easier Contract Withdrawal: Allow withdrawal with a single contact, using channels equivalent to those used for hiring.
Improved Online Access: Create a dedicated section in online customer accounts with clear contract terms and consumer rights.
Telephone Service Improvements: Equalize telephone support resources, avoid confirming contracts during the call, and proactively provide pre-contractual information verbally.
* Agent Training & Audits: Better train sales agents (especially with regulatory changes) and conduct regular internal audits (preferably by self-reliant parties).
Follow-Up:
The CNMC will inform companies of the deficiencies and monitor corrective actions.Thay reserve the right to take further action if problems persist.
In essence, the report highlights a continued lack of transparency and consumer-amiable practices within the Spanish energy market, despite previous interventions by the CNMC.