The Swedish Consumer Energy Markets Bureau is an independent bureau which provides advice and guidance to consumers. All information and guidance is free of charge. The Bureau’s activities started in 2002. The principles are the three authorities Swedish Consumer Agency, Swedish Energy Agency and the Energy Markets Inspectorate together with the industry organizations Swedenergy, Swedish Gas Association and Swedish District Heating Association.
The guidance is primarily for consumers or for someone representing consumers. The information and guidance is mostly operated by telephone. Consumers can call the Bureau Monday to Friday, 9.00-12.00 am. It’s also possible to contact the Bureau by sending a letter/fax or send in a question via our web mail.
The consumers can turn to the Consumer Bureau in questions concerning the electricity- or gas market or district heating. The Bureau offers pre-purchase information concerning suppliers and their prices. The Energy Markets Bureau gives information about the process connected with a change of supplier. The Bureau also help consumers to understand difficult terms in their bill or contract and common terms used in marketing. The Bureau also provides information about e.g. questions of billing and questions concerning metering.
If the consumer has a problem or a dispute with a supplier or distributor, our advice is that the consumer primarily should contact the company concerned. If the consumer doesn’t reach an acceptable solution - or if the consumer feels insecure about the answers they get from the company - the Bureau can provide the consumer with guidance and information how to deal with the problem. The Bureau informs the consumers about legislation and other regulations, and how they are applied by the suppliers and the distributors.
Another main task for the Energy Markets Bureau is to have a focus on problems that are common between consumers and actors. The Bureau provides statistics based on the problems that the consumers have. The concerned principal agencies are supplied with this statistics as well as the enterprises.
Other counselling
Except the Consumer Bureau, there are Local consumer counsellors based in the swedish municipalities.
The local consumer counsellor can i.e. help the consumer with pre-purchase information concerning suppliers and their prices. They can also give advice how to get a dispute settlement.
Local government energy advisory services are aimed at the general public, at small companies and organisations. They coordinate and complement advice published by public authorities and commercial organisations. Local government energy advisors provide help to those lacking the knowledge or resources to make the best choices themselves. Advice is available in several areas: energy, technology and consumer guidance, but does not include home surveys and must not refer back to the council's own departments or companies. Today, almost all municipalities in Sweden have energy advisors.
Dispute settlement
The National Board for Consumer Complaints (ARN) examines consumer disputes and recommends ways of settling them.
Public Court, there’s ultimately the court that settle disputes.
In case of a new connection to gas or electricity it´s possible to turn to The Energy Markets Inspectorate to ask for a decision about the fairness of the connecting fee and other terms.