ERGEG Customer Focus Group 11.10.2005 Karima Björk, Svensk Energi.
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Transcript of ERGEG Customer Focus Group 11.10.2005 Karima Björk, Svensk Energi.
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ERGEG Customer Focus Group11.10.2005
Karima Björk, Svensk Energi
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Four Nordic countries – one market
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AgendaCustomer focus
Swedish experience
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The deregulated electricity market
Grid
Generator
Generator
Generator
Market Place
Supplier
Trader
Customer Customer Customer
CompetitionMonopoly
Regional net
Local net
Customer
TSO
Production Consumption
Customer
Supplier
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Amount of customers that have switched supplier or renegotiated
28 30 3037 35
4549
54 55
0
20
40
60
80
100
00-aug 00-feb 01-aug 01-mar 02-okt 03-sep 04-mar 04-okt 05-feb
%
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8
79
148
67
18
39
67
1565
69
168
2
65
22
71
62
91
62
23
12
26
0
20
40
60
80
100
Never Once Twice Three or more
%
2001 Aug 2002 March 2002 Oct 2003 Sep 2004 March 2004 Oct 2005 Feb
Number of switching
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3845
9
40
17
42
83
15
48
84
14
39
9
42
14
41
88
10
41
89
11
8889 88 88 91
0
20
40
60
80
100
Price comparision Degree of satisfaction Difficulties
%
2000 Aug2001 Feb2001 Aug2002 Mars2002 Okt2003 Sept2004 Mars2004 Okt2005 Feb
Degree of satisfaction switching supplier
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Renegotiated contract or switched supplier
City and region
36
24
23
31
36
32
28
12
34
22
19
23
0 20 40 60 80 100
House
Apt.
Rural
Other cities
Sthlm/Gbg/Malmö
All
%Switch Renegotiation
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66 68
5551 49 47 46
38 3632 32
0
20
40
60
80
100
00-aug 00-feb 01-aug 01-feb 01-aug 01-mar 02-okt 03-sep 04-mar 04-okt 05-feb
%
Certain of not switching
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Contracts – domestic customers2001-2005
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
jan-01
jan-02
jan-03
jan-04
apr-04
maj-04
jun-04
jul-04
aug-04
sep-04
okt-04
nov-04
dec-04
jan-05
feb-05
mar-05
apr-05
maj-05
jun-05
jul-05
aug-05
3 year
2 year
1 year
Spot plus
"Normal"
Statistics Sweden
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Customer confidenceDeregulation
24
18
22
19
15
25
22
23
26
25
42
49
45
49
46
46
45
47
50
53
14
13
13
13
18
13
18
12
11
11
15
13
13
8
11
11
5
5
16
15
0 20 40 60 80 100
Tot: Feb-05
Tot: Okt-04
Tot: Mar-04
Tot: Sept-03
Tot: Mar-03
Tot: Okt-02
Tot-Mar-02
Tot: Aug-01
Tot: Feb-01
Tot: Aug-00
%
very good good neither nor bad/very bad
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Further development…….
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Kundoffensiven – an Electricity Supply Industry Initiative
VarabygdensEnergiekonomiska
Förening
KommunalteknikTrelleborg
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Implementation
Improving rules and regulations
Månadsavläsningföruts. för att fungera
Improvementprogramme
Monthly metering and settlement
Standardized invoice outline
Standardized customer information
Improving information flow between
players
Kundoffensiven – an Electricity Supply Industry Initiative
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• Unique plant identity – EAN code
• Personal code number
• Shorter time for switching supplier
• Central function streamlining customer processes
Propositions Customer switching
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Central function streamlining customer processes
• Common standard and technical solution for retail data exchange
• Managing interaction between players with high quality
• Cost efficiency, automated and reliable data access
• Supplier change, metering and reporting, balance data
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Transparency of energy prices Price comparisons
• Legal framework –new legislation– Price Indication Act (Oct 1 2004), regulation on price
comparisons (July 1 2005)
– Electricity prices only
– ”Prices all inclusive” (energy taxes, VAT and green certificate fees)
– Price comparisons calculated for three customer categories according to Statistics Sweden
– Comparisons must be indicated in all advertisment and commercial (e.g. web sites, price lists, direct marketing, tele marketing)
• Availability of price information– Provided by the Swedish Consumer Agency (voluntary)
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Transparency of bills
• Minimum level of information
– Specific invoice information (date, customer id, invoice number etc.)
– Meter number or similar
– Separate information on consumption, electricity and net services respectively
– Date:13 February 2005 (not 05-02-13)
– Payment information should be very clear including full VAT specification
• The invoice should be easy to understand – common terminology
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Customer protection• Laws and agreements
– i.e Electricity Act– Voluntary agreements and industry recommendations
• Authorities and dispute settlement– The Swedish Consumer Agency– The Swedish Competition Authority – The Energy Markets Inspectorate within the Swedish Energy Agency – National Board for consumer complaints (ARN)– Public court
• Advice– Municipal consumer advisors– Municipal energy consultants– The Swedish Consumer Electricity Advice Bureau
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TOMORROWTODAY
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A common retail market