Czech energy regulator sees rise in complaints over consumption calculations, which can also be estimated

The Energy Regulatory Office (ERÚ) has been dealing with an increased number of consumer complaints about energy bills in recent weeks. Customers often dispute how their consumption was determined without anyone physically checking their electricity or gas meter. According to the regulator, however, this does not necessarily mean there has been an error: the distributor can also calculate consumption using a remote estimate. ERÚ said this in a press release today.

According to the regulator, this year has been unusual in the increased number of enquiries about consumption being determined by estimate. Consumers often do not understand how their energy consumption could have been calculated without anyone seeing their electricity or gas meter, ERÚ said.

According to ERÚ, a distributor’s estimate can indeed be used for billing. It is not a random estimate, but is based on values derived from so-called typical supply diagrams (TDD), or consumption models for different types of customers. According to the regulator, consumption can be estimated this way no more than twice in a row; after that, the meter must be read physically again or the customer must submit a self-reading.

"In general, a distributor’s estimate should reflect reality, as it is based on a large number of readings from households of a similar type. Of course, there may be cases where it does not, for example because a particular consumer saves significantly on heating or does not use certain appliances at all. In such cases, they can dispute the bill with their supplier, and if they provide evidence of their actual consumption, the supplier should uphold their complaint," said Markéta Zemanová, a member of the ERÚ Council.

She noted that consumers should nevertheless pay any amount owed by the due date, as otherwise they risked penalties while their complaint was being processed. If their complaint is subsequently upheld and their consumption adjusted, the supplier must then reimburse the difference.

According to the regulator, consumers can avoid a distributor’s estimate altogether by submitting their own meter readings. This involves noting the value on the electricity or gas meter, or taking a photo of it, and sending this information and other basic details to the distributor.