Energy
The federal ombudsman has already received a record number of more than 1,700 complaints about energy premiums. Some are still waiting for their premium, even though there is no official budget anymore.
The economic recovery after the corona crisis, but especially the Russian invasion of Ukraine, led to a rarely seen energy crisis in 2022, with sharply increased gas and electricity prices. For countless households, especially those with a variable contract, the bill threatened to become hundreds to thousands of euros more expensive.
The federal government intervened with energy premiums, basic packages for gas and electricity for a maximum of 980 euros, or reimbursements of up to 300 euros for those who heated with oil, propane or pellets.
But implementing the new measures was anything but smooth sailing. While many received the premium automatically via their energy bill, many others had to apply themselves and add the necessary supporting documents. Anyone who ordered, say, oil or pellets from abroad, or was forced to use lamp petroleum for heating, was not entitled to a premium. Others still had no decision months after their application. Refusals were not always clear. Procedures are still ongoing.
Communication
In total, the federal ombudsman, David Baele, saw more than 1,700 complaints received between the end of 2022 and December 2023. “The previous record was 1,300 complaints about temporary unemployment during the corona crisis. The new record shows that there is more going on. The premium was received well by many, but the variety of premiums, organizational problems within the FPS Economy and complexity in legislation caused many problems, not least for the most vulnerable in society. The government must do better to maintain people’s trust.”
Baele wants the government to take further measures. “Citizens who have wrongly not received their premium should still be able to receive it. It is problematic that no official budgets are currently provided, even though the amounts are no longer very large.”
“And for the future: give administrations time to prepare. Also consider vulnerable groups. Those who needed the premiums the most had to make the most effort. Also focus more on communication. When it came out in the press that the application period was about to expire, our site was flooded, sometimes with very simple questions.”
