CEER 2013 ANNUAL CONFERENCE ON ENERGY CUSTOMERS ON THE PATH TOWARDS ACHIEVING THE 2020 VISION (En: CEER. Brussels, 19 June 2013)

The 2nd CEER Annual Conference on Energy Customers On the path towards achieving the 2020 Vision took place on Wednesday 19 June 2013 in Brussels at the Borschette Centre.

This conference followed the success of our first interactive customer conference and the launch of the 2020 Vision for Europe's energy customers at the 2012 Citizens' Energy Forum.

During our 2013 customer conference, there were testimonials on first steps towards implementing the 2020 Vision and four break-out sessions on the following key issues:

Break-out A - Complaint handling: listening and responding to customers Break-out B - Switching and billing Break-out C - Involvement of consumer organisations in the regulatory process Break-out D - Data management and DSO services: on the path towards improving customers' satisfaction

Speakers included high-level representatives from the European Commission, energy regulators, customer organisations and industry.

<b>Presentations</b>

1. Consumers and local initiatives in a changing market. Paul Corton, European Federation of Local Energy Companies (CEDEC)

2. CEER 2013 Annual Conference on Energy Customers. Howard Porter, European Smart Metering Industry Group (ESMIG)

3. Perspectives on the path towards achieving the 2020 vision. Alfredo Ingelmo, International Gas Union (IGU)

4. Eurogas Testimonial on Implementing the CEER-BEUC Vision. Pauline Lawson, Eurogas

5. EURELECTRIC views on CEER/BEUC RASP Principles. Roel Kaljee, EURELECTRIC

6. Break-out A: Protection and empowerment Complaint handling: listening and responding to customers. Christina Veigl-Guthann, Member of the Customer and Retail Markets Working Group, CEER

7. Break-out B: Simplicity and affordability Switching and billing: contact with customers. Gunilla Abrandt, Chair of the Retail Market Functioning Task Force, CEER

8. Customers' priorities for CEER Work Programme 2014. Patricia de Suzzoni, Chair of the Customer and Retail Markets Working Group, CEER

9. Break-out C: Protection and empowerment Involvement of consumer organisations in the regulatory process. Dirk Van Evercooren, Chair of the Customer Empowerment Task Force, CEER

10. Break-out D: Reliability. Innovative Services and DSO performance: on the path towards improving customer satisfaction. Tomás Gómez, Vice-Chair of the Customer and Retail Markets Working Group, CEER

<b>NOTA:</B>La pestaña The conference proceedings ofrece un resumen de las presentaciones realizadas y las conclusiones clave de los debates expuestos en las diferentes sesiones de la conferencia.