Introduction of the new provisions
From January 1, 2024, the Regulatory Authority for Energy, Networks and Environment (Arera) will introduce new rules to protect electricity and gas consumers. These provisions aim to ensure greater transparency and security during the contract cycle, especially for contracts concluded remotely or outside business premises. The new rules are part of a context of increasing attention to consumer rights, in a period characterized by significant price fluctuations and
contractual changes.
Obligations for energy suppliers
One of the main changes concerns the obligation for energy suppliers to provide electronic communication tools to domestic customers. These tools must allow the exchange of written messages on a durable medium, thus ensuring the traceability of communications. In addition, for contracts concluded by telephone, the customer’s consent will be valid only if confirmed through a written document containing all the contractual conditions. This measure is crucial to ensure that consumers are fully informed before making important decisions
.
Extension of the right to reconsider
Another important change concerns the right to reconsider, which will be extended from 14 to 30 days for contracts concluded during unsolicited visits, such as ‘door to door’. This change represents a significant step towards greater consumer protection, allowing them to reflect more calmly on contractual decisions. The ability to cancel a contract without penalty within a longer period is a crucial element in ensuring consumers’ freedom of choice
.
Clear and timely communications
The new rules also establish that communications regarding contractual changes, including renewals and unilateral changes, must be provided on a durable medium and separated from other commercial communications. In addition, suppliers must notify changes at least three months’ notice, thus ensuring that consumers are adequately informed and can make informed decisions. If these terms are not met, sellers will be required to pay automatic compensation, further strengthening consumer protection
.
Seller liability and telemarketing
Finally, Arera underlines the responsibility of sellers to ensure compliance with the Code of Business Conduct, including for telemarketing and telemarketing activities. This responsibility extends to all methods of promotion and conclusion of contracts, regardless of the technologies used. This means that consumers can count on a higher level of protection, even when interacting with third-party operators. The new provisions represent a significant step forward in protecting consumer rights in the energy sector.