Energy

Energy systems are increasingly connected with digital tools and automation becoming more common in consumers’ homes. This digitalisation can be beneficial to consumers. It can help make their energy system more efficient and as consequence lower their energy bills. For example, in order to be able to fully benefit from the advantages of a flexible system , consumers need to have access to digital tools and services that provide real time data. Also, the proliferation of online comparison tools and switching services can help consumers finding an offer that better suits their needs and to switch provider quickly.

Digitalisation can also contribute to the green transition by making it easier for consumers to use and share renewable energy. Consumers with solar panels will benefit from digitalisation as it will help them to optimise the use of electricity generated and, for instance, share the surplus with neighbours.

However, the spreading of digitalisation and AI in the energy sector also comes with important shortcomings that consumers need to be protected from. The misuse of digital tools can undermine consumers’ fundamental rights to privacy and data protection. Poorly cybersecure smart meters could have an impact on peoples’ finances and even health. The use of AI by energy providers could also result in discriminatory practices. Therefore, while BEUC is supportive of the digitalisation of the energy sector, this can only happen if certain conditions are fulfilled and with a high level of consumer protection.

In the paper, we provide a list of recommendations that EU and national policymakers as well as regulators need to bear in mind when considering the further digitalisation of the energy sector.

People have been locked into an energy and transport system fundamentally based on imported fossil fuels. This has a negative impact on the planet, our health, wallets, and geopolitical security. Change is afoot to decarbonise our economy, influenced by clear EU policies in energy, the automotive sector, and product design. A well-managed transition to affordable, clean, and diversified (localised) energy is a major component of improving Europe’s security.

People have been locked into an energy and transport system fundamentally based on (imported) fossil fuels. This has a negative impact on the planet, our health, wallets, and geopolitical security. Change is afoot to decarbonise our economy, influenced by clear EU policies in energy, product design, and the automotive sector. BEUC research has consistently shown that electrification in many consumer areas – cars, cooling, heating – is the most affordable option.

The energy market is too complex and often out of reach for most households to offer consumers fair opportunities to engage. Recent reforms of EU energy law give consumers new rights and protections, but these will only work if properly implemented, monitored, supported, and enforced. BEUC is therefore strongly supportive of the Citizens Energy Package and calls on the European Commission for an ambitious initiative that should result in lower energy bills. All consumers must be properly protected and able to exercise their rights, access renewable energy, and take advantage of innovative energy contracts and schemes.

Below, we summarise the key recommendations that are needed to turn consumers rights into
concrete actions. The measures and best practices are explained in more detail in the respective
sections of the consultation response.

We asked consumers about their personal experience with their heat pump in France, Spain, the Czech Republic and the Netherlands. To this end, a consumer organisation in each country conducted interviews with six to eight heat pump owners last summer (2024) to gain a snapshot of their experience.

The testimonies highlight the benefits heat pumps can bring to people’s homes and show what policymakers can learn from their experience.

This is the executive summary of that exercise. To read the full report, click here.

The energy sector is complex, and many consumers struggle to fully participate in the market or benefit from the opportunities the energy transition offers. Recent reforms have introduced new rights and protections to help consumers and ensure they are properly protected. However, these improvements will only become a reality and consumers will only be adequately protected with the help and active involvement of national regulators and the Council of European Energy Regulators (CEER).

The energy sector is complex, and many consumers struggle to fully participate in the market or benefit from the opportunities the energy transition offers. Recent reforms have introduced new rights and protections to help consumers and ensure they are properly protected. However, these improvements will only become a reality and consumers will only be adequately protected with the help and active involvement of national regulators and the Council of European Energy Regulators (CEER).

The electricity grid is prominent in energy transition debates, including the press, as Europeans take up solar panels, electric cars, heat pumps, and other clean tech. For consumers it is obviously important to be able to connect these to the grid. People should also be able to use electricity flexibly to make use of moments when prices are lower. This should benefit the grid and keep costs for its development in check. Households pay for the electricity grid via network tariffs. These should not disproportionality burden households versus other users of the grid. Finally, innovation in grid technology brings opportunities and challenges: this requires careful monitoring by regulators.