A study on the relevance of consumer rights and protections in the context of innovative energy-related services

Building on technological development, changes in consumer preferences, and an evolving legal framework, old and new market players are providing consumers (i.e., residential customers) with innovative energy-related services that extend beyond traditional electricity and natural gas supply.

In this increasingly complex landscape, it is crucial to protect consumers from unfair practices, which can erode trust in the market and hinder its effective operation.

This Study aims to evaluate whether current EU provisions on consumer rights and protection—encompassing both sector-specific legislation and horizontal consumer law—are adequate to protect consumers in the context of innovative energy services, and if not, what is needed.

The Study has identified eight innovative energy-related services. Consumer rights and protection applicable to these services have been analysed along the ‘Energy Consumer Journey’, covering all touchpoints a consumer encounters—from the initial stages before entering an agreement to performance and after the contract termination.

The result of this systematic legal analysis enables comparison and the identification of common issues, thereby informing policy recommendations that might be considered within the framework of the upcoming Citizens Energy Package or any future legislative initiative.

The provided suggestions indicate the areas that we consider need to be explored. The precise formulation and the most appropriate instrument need to be further assessed.