“The aim is that for each offer there is a harmonised form in which everything that is relevant is recorded so that the consumer does not have to read small print,” Vítor Santos, the president of the country’s regulator, the ERSE, said recently in the run up to World Consumer Rights Day.
In comments to journalists, Santos recalled that at present there are more than 50 different supply contracts, which “makes everything much more complex for the consumer”.
The ERSE has therefore developed a standard contractual form, which covers both the period prior to the signing of the contract and the contract itself, with information to be provided on the duration, period of validity of any special provisions, billing and payment conditions, complaint procedures and any additional services. It also stipulates the type of supply (electricity and/or gas), price and indexation, if it exists, as well as specific information on the consumer, such as eligibility for the cut-price ‘social tariff’ and any other special needs.
The new form is being put out for public consultation for 10 days, and is then to be published.
The ERSE has also created, in partnership with consumer associations, a working group that is to resolve consumer disputes, as well as a helpline to provide information to energy consumers.
According to the regulator, there has been a rising number of complaints about the liberalised market, although it believes this is also due to greater information and more demanding consumers.