The country’s only complaints board that assists electricity customers has received a record number of inquiries this year. In two years, the number of inquiries has more than doubled.
– Until today, we have registered over 1,200 written inquiries, a significant increase since last year which was a record year, says Jasmin Abu Sagr, head of the secretariat of the Elklagenmenda to TV 2.
During 2022, both the number of complaints and electricity prices have reached new records. If you want to complain about your electricity supplier, you can do so to the Electricity Complaints Board.
– The high prices have caused many customers to take a closer look at the agreements that have been entered into. The bulk of the inquiries come from customers who have recently entered into an electricity agreement and are questioning the terms of the agreement.
RECORD YEAR: Jasmin Abu Sagr, who is head of the secretariat at the Electricity Complaints Board, tells of a storm of complaints against several electricity companies. Photo: Private
In 2021, the Elklagenmennda received a total of 920 written inquiries. Two years ago, the number of complaints was down to 593.
The Consumer Council is breaking records
The Consumer Council also states that they have received a record number of inquiries from consumers regarding electricity.
– We estimate that we will receive over 2,000 inquiries this year, which is a threefold increase compared to 2020, Inger Lise Blyverket, director of the Consumer Council, tells TV 2.
Expensive electricity and the general rise in prices lead to more pressure on private finances, which are now becoming extra challenging for many consumers to cope with, the Consumer Council believes.
THE INQUIRIES ARE FLOWING: Never before has the Consumer Council received so many inquiries related to electricity, as during 2022. Photo: Sverre Saabye
At the top of the complaint
The Electricity Complaints Board has received the most complaints about three of the large locomotives in the electricity industry, respectively Tinde Energi, NorgesEnergi and Fjordkraft.
– What have people complained about?
– Product changes according to concluded agreement. Many customers also react to additional products that are included in the signed electricity agreement and terms of an electricity agreement. This could, for example, be conditions regarding notification of price changes, price ceilings, lock-in period, termination fee and guarantees, replies Abu Sagr.
INCREASED ATTENTION: The record expensive electricity means that more customers now choose to take a closer look at the electricity agreements and the various conditions. Photo: Aleksander Myklebust / TV 2
– Have the customers received approval for what they are complaining about?
– The cases go in the customers’ favor in cases where the electricity companies have not followed the regulations. For example, cases where electricity companies have not provided sufficient information about an additional product or notified sufficiently about product or price changes. There may also be cases where a condition of the concluded agreement is unclear.
Many win out
Figures from 2021 show that 28 per cent of complaints ended up in full favor for the consumer. Seven percent of appeals ended in partial success.
– Do the power companies comply with what the tribunal determines?
– The Appeal Board feels that there is a high degree of compliance with the board’s decisions. In recent years, most decisions have been complied with in practice, the head of the secretariat of the Elklagenmenda points out to TV 2.
Right to reimbursement
Before an agreement is entered into, the electricity company must obtain the consumer’s express consent to any payment beyond the remuneration for the main service. If such consent is not obtained, the consumer has the right to have the additional payment refunded.
– We have had cases pending where the company has not disclosed the additional product in its offer, order confirmation or welcome letter. In such cases, the tribunal has come to the conclusion that no agreement has been entered into regarding the additional product and there is then a repayment obligation for the company.
EXPENSIVE ELECTRICITY: One reason for the increased number of complaints is due to high electricity prices and increased awareness of various electricity agreements and products. Photo: Braastad, Audun
Misinformed
– Complaints have also been registered where customers claim, among other things, that incorrect information has been provided, that insufficient information has been provided about the terms of the agreement, that the agreement has been changed without consent and that the agreement has been changed without notice.
Sagr points out that in such disputes it is absolutely essential to find out whether the electricity companies have complied with the obligation to provide information to customers.
– There are a number of requirements for what information must be provided before and after the conclusion of an agreement, as well as in what form the information must be provided.
