Bundesnetzagentur’s energy consumer advice service receives around 57,000 enquiries in 2025
Year of issue 2026
Date of issue 2026.01.16
The Bundesnetzagentur has today published the latest figures from its energy consumer advice service. In 2025, the consumer service received a total of 57,000 queries and complaints. This shows that interest was almost as high as in 2024, when nearly 59,000 enquiries were received.
"Electricity supply contracts are a basic part of everyday life. Consumers with questions about energy supply can contact the Bundesnetzagentur,"
said Klaus Müller, President of the Bundesnetzagentur.
Wide range of topics
The greater share of enquiries focused on electricity supply, with a smaller share about gas. The most common topic was energy supply contracts. Customers asked questions about billing and price components, for example. They also asked about the time period within which suppliers have to issue bills after the end of a contract. The consumer service also received many enquiries about the right to terminate a supply contract.
As in 2024, many consumers contacted the consumer service in 2025 with questions about the rules for connecting heat pumps. Interest in switching from gas to an alternative source of energy also remained high. The latest figures are available on the Bundesnetzagentur’s data portal.
National point of contact for consumers
The energy consumer advice service at the Bundesnetzagentur is a point of contact where consumers can receive information on their rights in the energy sector, applicable legal regulations and effective options in the event of a dispute with a gas or electricity supplier.
Information gained from the energy consumer advice service is also used to identify 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 systematically infringing the Energy Industry Act (EnWG). Information about various aspects of energy supply is available on the Bundesnetzagentur’s website www.bundesnetzagentur.de/energieverbraucher
Please note: the above links may be to German web pages.