Half of energy suppliers difficult to reach, Consumers Association notes

Half of the energy suppliers in the Netherlands are difficult to reach for customers. This is what the Consumers’ Association says after a tour of all 32 energy companies. This would not comply with the legal rules, which were tightened in May last year.

Since then, companies must be accessible to customers in a clear and understandable way, by offering at least an email address and telephone number. But according to the Consumers’ Association, fourteen do not have an email address and four companies lack a telephone number.

At two other companies, people only receive a number if they specifically request it via a chatbot on the website. But that is too unclear, says the union. For companies that do not have an e-mail address, people can fill in a contact form. The problem, according to the union, is that you often have no proof that you sent something and when. It is also often not possible to send attachments.

In recent weeks, the Consumers’ Association says it has received many complaints from people about the accessibility of energy suppliers, after which the union decided to investigate the matter itself.

Many people are uneasy about the fluctuating energy prices and the price ceiling set up by the cabinet, says director Sandra Molenaar. People often cannot ask their supplier questions.

“For example, they get stuck on a chatbot that does not understand their questions. Or they can only ask questions via WhatsApp, but they are not answered immediately, and sometimes never even. Of course, the long waiting times on the phone are also problematic, but if you if the supplier does not (clearly) offer all contact options, you make it very difficult for consumers.”

The Consumers’ Association therefore calls on energy suppliers to be more accessible and to comply with the legal requirements.

Branch organization Energie-Nederland says it understands the frustration about waiting times at suppliers. “It was a monster job to arrange the ceiling and taking meter readings all in time. We are working hard to help everyone as quickly as possible.”

But the sector organization has no position on the accessibility of the suppliers. “It is the responsibility of the individual companies to be reachable.”