Energy consumer advice service receives high number of enquiries again in 2024
Year of issue 2025
Date of issue 2025.01.16
The Bundesnetzagentur has published the latest figures from its energy consumer advice service. The majority of complaints related to the electricity supply. In 2024, the consumer service received a total of 58,994 queries and complaints. This was only slightly less than in 2023 when an all-time high was reached with 61,401 queries, which marked a significant jump from previous years.
"Issues to do with the supply of electricity and gas are becoming more complex and are preoccupying the public. The energy consumer advice service creates transparency and thus security for the consumer,"
said Klaus Müller, President of the Bundesnetzagentur.
A wide range of topics
The greater share of queries focused on the electricity supply, while queries about gas declined when compared with the previous year. The consumer advice service deals with a wide range of topics. Most of the incoming queries were issues to do with energy supply contracts. For instance, consumers asked about their right to early termination in the event of a price increase or when moving home. The consumer advice service also received many questions about billing. Some queries concerned the individual components of the electricity price. Consumers also asked questions about the electricity and gas price brake or about the time period within which suppliers must issue their bills.
Greater interest was shown this year in connecting controllable consumer devices such as heat pumps or wallbox chargers. Consumers also turned to the consumer advice service in 2024 because they wanted to change their gas supply to a different source of energy.
National point of contact for consumers
The energy consumer advice service at the Bundesnetzagentur is a point of contact for consumers. Here they receive information on their rights in the energy sector, applicable legal regulations and an effective approach to disputes with a gas or electricity supplier. The Bundesnetzagentur publishes information on this (in German) on its website www.bundesnetzagentur.de/energieverbraucher.
Information gained from the energy consumer advice service is also used to identify systematic shortcomings. The Bundesnetzagentur examines whether suppliers are complying with their obligations under energy law. It may initiate regulatory steps if it is suspected that energy undertakings are in violation of the Energy Industry Act.