Customers and Retail Markets Working Group

Background

ERRA launched the Working Group on Customers and Retail Markets in June 2014. The preliminary mandate of the Working Group was from June 2014 through April 2016. The Presidium approved the continuation of the WG until April 2020. Its further mandate is subject to approval by the Presidium in late 2019. 

The main focus of the WG is as follows:

  • analyzing the growing and changing role energy regulators play in protecting consumer interests
  • analyzing consumer protection related issues (complaint handling, dispute settlement, conditions of typical regulated supply contracts, approval of business conduct rules of DSOs and suppliers)
  • consumer education and empowering consumers
  • non-payment related issues
  • affordability, social tariff, vulnerable consumers (identification and support)
  • connecting condition of end-users to the grid
  • metering and payment (settlement) related issues
  • consumer choices on retail market
  • supply quality measurements
  • demand respond of small consumers
  • smart metering issues
  • universal service

Members

ERRA FULL MEMBERS

Albania
Albanian Energy Regulatory Authority (ERE)

Web:  www.ere.gov.al
- no designated member at the moment -

Armenia
Public Services Regulatory Commission (PSRC)

Web:  www.psrc.am
Seda SHAHINYAN - Head of Legal and Licensing Department

Azerbaijan
Tariff (price) Council (TC)

Web:  www.tariff.gov.az
Nurlana GULIYEVA - Head of Energy, Public Utilities and Water Supply Services Sector

Bhutan
Bhutan Electricity Authority (BEA)

Web:  www.bea.gov.bt
Mr. DORJI - Chief, Economic Research Division

Bosnia and Herzegovina
State Electricity Regulatory Commission (SERC)

Web:  www.derk.ba
- no designated member at the moment -

Bulgaria
Energy and Water Regulatory Commission (EWRC)

Web:  www.dker.bg
- no designated member at the moment -

Cameroon
Electricity Sector Regulatory Agency (ARSEL)

Web:  www.arsel-cm.org
- no designated member at the moment -

Croatia
Croatian Energy Regulatory Agency (HERA)

Web:  www.hera.hr
- no designated member at the moment -

Estonia
Estonian Competition Authority (ECA)

Web:  www.konkurentsiamet.ee
Margus KASEPALU - Head of Energy and Postal Communications Department, Chairman of the ERRA Working Group

Georgia
Georgian National Energy and Water Supply Regulatory Commission (GNERC)

Web: www.gnerc.org
Malkhaz DZIDZIKASHVILI - Director of Legal Department

Hungary
Hungarian Energy and Public Utility Regulatory Authority (HEA)

Web: www.mekh.hu
Viktor SZILÁGY - International Expert for Energy

Kazakhstan
Committee on Regulation of Natural Monopolies, Protection of Competition and Consumer Rights under the Ministry of National Economy of the Republic of Kazakhstan

Web: www.kremzk.gov.kz
Yerlan ALZHAN - Head of Control and Claims Administration Division

Kyrgyzstan
State Agency for Fuel and Energy Complex Regulation at the Government of the Kyrgyz Republic

Azat ISHENALIEV - Chief of Department of Monitoring and Complex Analysis
Ainura AKMATOVA - Head of Department of Human Resource Management and Document Management

Latvia
Public Utilities Commission (PUC)

Web: www.sprk.gov.lv
Ieva FELDMANE - Director of the Legal Department
Laura SKVARNOVIČA - Senior Lawyer, Energy Division of the Legal Department

Lithuania
National Commission for Energy Control and Prices (NCC)

Web: www.regula.lt
Sandra GRABAUSKAITĖ - Adviser of Consumers Protection Division

Macedonia
Energy Regulatory Commission (ERC)

Web: http://www.erc.org.mk
Martin MARTINOSKI - Head of Energy Markets Monitoring Department, Vice-Chairman of the Customers/ Retail Markets Working Group
Violeta COKUZOVSKA - Advisor of Legal Department

Moldova
National Energy Regulatory Agency (ANRE)

Web: www.anre.md
Violina SPAC - Head of the Legal and Licensing Department

Mongolia
Energy Regulatory Commission (ERC)

Web: www.erc.mn
Bat-Erdene DERIILLAA - Head of Consumer & Local Regulation Division

Nigeria
Nigerian Electricity Regulatory Commission (NERC)

Web: www.nercng.org
Moses ARIGU - Commissioner, Consumer Affairs
Anthony AKAH -

Oman
Authority for Electricity Regulation (AER)

Web: www.aer-oman.org
-no designated member at this time -

Pakistan
National Electric Power Regulatory Authority (NEPRA)

Web: www.nepra.org.pk
Naweed Illahi SHAIKH - Director – Licensing

Palestine
Palestinian Electricity Regulatory Council (PERC)

Web: http://www.perc.ps/
Ismail Alexander ALAWNEH - Consumers Affairs Director

Poland
Energy Regulatory Office (ERO)

Web: www.ure.gov.pl
-no designated member at this time -

Romania
Romanian Energy Regulatory Authority (ANRE)

Web: www.anre.ro
Romulus TATAR - Expert, Department of Regulation and Monitoring Universal Service Obligations
Diana POPESCU - Expert, Prices for Natural Gas

Russian Federation
Federal Antimonopoly Service (FAS)

Web:  fas.gov.ru
Svetlana BAGDANTSEVA - Head of the Wholesale Electricity Market Tariff Regulation Division of the Electricity Regulation Department

Saudi Arabia
Electricity & Cogeneration Regulatory Authority (ECRA)

Web:  http://www.ecra.gov.sa/en-us/Pages/default.aspx
Saad H. AL SALAMAH - Director, Service Providers Affairs

Serbia
Energy Agency of the Republic of Serbia (AERS)

Web:  www.aers.rs
- no designated member at the moment -

Slovakia
Regulatory Office for Network Industries (ÚRSO)

Web:  www.urso.gov.sk
Ján KIMÁK - Specialist – Legislative and Legal Department

Turkey
Energy Market Regulatory Authority (EMRA)

Web:  www.emra.org.tr
Dilek CIVAK ERDAS - Energy Expert
Tevfik Okan SAYGILI - Energy Expert

Ukraine
National Energy and Utilities Regulatory Commission (NEURC)

Web:  www.nerc.gov.ua
Olena BONDAR - Head of Legal Ensuring of Consumers Rights Protection Division of Legal Department

United Arab Emirates
Regulatory and Supervisory Bureau for Electricity and Water of Dubai (RSB)

Web:  www.rsbdubai.gov.ae
- no designated member at the moment -

 

 

ERRA ASSOCIATE MEMBERS

Azerbaijan
Azerbaijan Energy Regulatory Agency (AERA)

Elnur GAFARLI - Sector Leader, Energy Quality Assurance and Control Department

Bosnia and Herzegovina
Regulatory Commission for Energy in Federation of Bosnia and Herzegovina (FERK)

Web: www.ferk.ba
Marijana MATIJEVIĆ - Head of Legal Department
Aida MULIĆ-HADŽIOSMANOVIĆ - Expert for Energy Market and Regulation

Bosnia and Herzegovina
Regulatory Commission for Energy of Republika Srpska (RERS)

Web: www.reers.ba
Milan KOVACINA - Head of Legal Deparment
Velinka TOMIC - Head of Department for Administrative Issues/ Customers’ Protection Expert

ECOWAS Regional Electricity Regulatory Authority (ERERA)
Web: www.erera.arrec.org
Aly Mar NDIAYE - Council Member Engineer
Musa IMAM - IT Officer

Egypt
Gas Regulatory Authority (GASREG)

Web: http://www.gasreg.org.eg/
Mohamed EL TAHAN - Technical Planning Manager

Ghana
Public Utilities Regulatory Commission (PURC)

Web: www.purc.com.gh
-no designated member at this time -

Jordan
Energy and Mineral Regulatory Commission (EMRC)

Web: www.emrc.gov.jo
- no designated member at this time -

Kosovo *

(*This designation is without prejudice to positions on status, and is in line with UNSCR 1244 and the ICJ Opinion on the Kosovo Declaration of Independence.)

Energy Regulatory Office (ERO)

Web: www.ero-ks.org
-no designated member at this time -

Peru
Peru's Regulatory Agency for Investment in Energy and Mining (Osinergmin)

Web: www.osinergmin.gob.pe
María EGÚSQUIZA - Chief of Energy Supervisory Office

USA
National Association of Regulatory Utility Commissioners (NARUC)

Web: www.naruc.org
-no designated member at this time -

 



Materials

Papers prepared by the Customers and Retail Markets Working Group:

 
   2018

12 ERRA member organisations provided data based on a questionnaire. The aim of the Benchmark Analysis was to collect information about:

  • how a customer can switch from a supplier to a new one;
  • steps that a customer should take in order to change a supplier;
  • how the payment obligations are solved during the switching process and/or after the switching process is closed (Different methods and legal requirements how the consumers should handle the remaining bill during the switching process – crediting or full payment before switching).

The document contains detailed flowcharts of the switching process by countries.

Author: Romulus TATAR – Head of Electricity Prices, Romanian Energy Regulatory Authority (ANRE)

   

   

  2017

The analysis was developed based on the answers received from NRA representatives from 12 ERRA member countries covering both electricity and gas retail markets:

  1. State of Market Liberalization   
  2. Types and Features of Suppliers with Public Service Obligation  
  3. Type of institution in charge for issuing licenses for the Suppliers with Public Service Obligation
  4. Process of designating Public Service Obligation           
  5. Setting retail prices of the Supplier with Public Service Obligations         
  6. Comparing retail prices of the Supplier with Public Service Obligations with market based prices
  7. Circumstances which are activating SoLR functions    

Author: Martin MARTINOSKI, MBA – Head of Energy Markets Monitoring Department, Energy Regulatory Commission, Macedonia

   

   
   2016

The Paper aims to provide information on different understandings of dispute settlement and complaint handling procedures in ERRA countries, to compare the competencies of the national regulatory authority and other authorities regarding dispute settlement and complaint handling.

The Analysis was prepared based on information collected from 16 member organizations.

Authors:

  • Ms. Elza BERGMANE – Senior Lawyer, Energy Division of Legal Department, Public Utilities Commission (PUC) of Latvia
  • Ms. Dilek CIVAK ERDAS – Energy Expert, Energy Market Regulatory Authority (EMRA) of Turkey
   

    2015

The aim of the Benchmark Analysis is to collect and analyze the different definitions describing the category of vulnerable consumers with a special focus on different supporting methods (financial and non-financial support schemes) among ERRA countries.

For data collection a questionnaire was prepared and distributed among Working Group Members, 14 Members provided information for the analysis.

Prepared by: Romulus TATAR – Expert, Romanian Energy Regulatory Authority (ANRE)
Edited by: Zsuzsanna ÁGH – Legal Advisor, Hungarian Energy and Public Utility Regulatory Authority (HEA)

   

  2015

The aim of the Benchmark Analysis is to collect different legal procedures and statutory power of the regulators handling illegal consumption. Analyzing typical behavior of license holders to discover and eliminate of such consumption.

For data collection a questionnaire was prepared and distributed among Working Group Members, 17 Members provided information for the analysis.

The document contains the logical scheme of identification, corrective measures and consequences of illegal electricity consumption.

Author: Romulus TATAR – Expert, Romanian Energy Regulatory Authority (ANRE)

 

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