The Netherlands Authority for Consumers and Markets (ACM) has conducted an investigation into four energy suppliers to assess their compliance with regulations concerning disconnection from natural gas and electricity due to non-payment. This investigation was initiated following reports indicating that some suppliers were not adhering to the established rules.

ACM found that Vattenfall fully complies with the disconnection rules and has a low rate of customer disconnections. In contrast, Budget Energie, Essent, and Energiedirect were found to have shortcomings. These suppliers have committed to making necessary improvements to their procedures.

Specific issues identified include Budget Energie's tendency to rush through disconnection procedures, while Essent and Energiedirect failed to timely inform municipalities about households at risk of disconnection. Additionally, these suppliers did not adequately inform customers about their rights to seek debt counseling to avoid disconnection.

ACM emphasizes the importance of early communication with municipalities to provide targeted assistance to households facing payment difficulties. The authority will monitor the three suppliers to ensure they implement the required improvements and comply with the disconnection rules.

Under current regulations, energy suppliers must send at least three payment reminders and offer a payment plan before disconnecting service. Disconnection is prohibited if it poses health risks to any household member or if the customer is actively seeking debt counseling.

New rules regarding disconnection procedures will take effect on January 1, 2026, further clarifying and tightening the process. ACM has published guidance for energy suppliers to ensure they are aware of these changes.