Energy supplier overcharging — who do I complain to?
For an energy-supplier dispute: (1) Written complaint to your own supplier — legally required first step. State complaint + deadline (4 weeks) + consequence (Disputes Commission). (2) Disputes Commission Energy 070-310 5310 — binding ruling for claims up to €14,000, entry fee €52.50, processing time ~3 months. (3) ACM ConsuWijzer 088-070 0707 — consumer authority, no individual mediation but advises + monitors market. (4) Civil court for large amounts or refused commission. Important: never unilaterally cancel contract; pay the undisputed portion to prevent disconnection; keep all invoices, meter readings, email correspondence for 3 years.
Step by step
- 1Collect evidenceGather all invoices (past 12 months), meter-reading photos with dates, email correspondence, contract PDF. Build Excel of daily/monthly consumption to demonstrate deviation.
- 2Written complaint to supplierSend registered or via complaint form. State facts, requested fix, 4-week deadline, consequence (Disputes Commission). Keep proof of sending.
- 3Engage Disputes CommissionNo answer or unsatisfactory? Submit online via degeschillencommissie.nl. Costs €52.50, refunded if you win. Binding ruling in ~3 months.
- 4ACM ConsuWijzer for adviceCall 088-070 0707 for consumer advice. No individual mediation, but they know the terrain and can refer you. Complaint with ACM helps pattern enforcement.
- 5Court for large amountsAmount >€14,000 or supplier refuses commission: subdistrict court (no lawyer needed up to €25,000). Legal-aid insurance: costs often covered.
All contacts
Frequently asked questions
Can the supplier disconnect me for non-payment?
Not just like that. Legally: written warning + 14-day deadline + disconnection notice. Disconnection ban in winter (1 Oct–1 Apr) for families with children, elderly or vulnerable persons. With payment plan agreement: never disconnect.
What if I suspect my meter is faulty?
First ask supplier for recalibration (~€100–200, refunded if defective). Smart meter: data via supplier app, take two simultaneous readings to demonstrate deviation.
What to do with sudden huge bill?
Request breakdown: kWh+m³ per month, cost split. Compare with last year. If double: almost always meter error, estimate or smart-meter glitch. Dispute in writing immediately, keep paying old rate provisionally.
How far back can I dispute?
For incorrect billing: up to 2 years after invoice receipt. For systematic issues (wrong contract): up to 5 years. Keep all invoices for minimum 3 years, with meter-reading photos.
Can I switch supplier during a dispute?
Yes always. Switching doesn't block running complaint. Open complaint stays with old supplier or escalates to Geschillencommissie. Tip: pay running bill under reserve (“pending outcome”).
What if my smart meter is measuring wrong?
Call grid operator (Liander/Stedin) — free readout and possibly replacement. In dispute: ACM ConsuWijzer and possibly Geschillencommissie. Keep monthly readings yourself as backup.
Sources
🔎 Common search queries
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