The Netherlands Authority for Consumers and Markets (ACM) has released a study examining the practices of 16 heat suppliers, which collectively serve over 490,000 connections. The findings indicate that there are no statutory violations among these suppliers, but significant opportunities for improvement in transparency and customer service exist.

One of the key recommendations from the study is for heat suppliers to ensure that consumers have individual heat meters. Currently, 95% of consumers in the study have such meters, which are essential for providing a clear overview of heat consumption. Additionally, ACM emphasizes the importance of daily data collection to help consumers monitor their usage effectively.

The study also highlights that while half of the heat suppliers take responsibility for reading and processing measurement data, the other half outsource this task. ACM stresses that suppliers must maintain ultimate responsibility for accurate data registration and processing, regardless of whether they hire external companies. Furthermore, a robust complaint-handling process is crucial for delivering high-quality customer service.

ACM has compiled a list of good practices for heat suppliers to adopt, aiming to enhance customer service and promote more efficient energy consumption among users. The authority expects these suppliers to implement these recommendations to foster better transparency and consumer awareness in the energy transition.