Energy supplier HEM reduces rates and stops unsolicited phone calls

NOS News•today, 1:07 PM

Energy supplier Hollandse Energie Maatschappij (HEM) is retroactively reducing the rates of all customers who signed a permanent contract last and this year. After discussions with watchdog Netherlands Authority for Consumers and Markets (ACM), the company has also agreed to stop recruiting customers by telephone.

This commitment follows an ACM fine of more than 1 million euros for aggressive commercial practices in telephone sales. The regulator had also announced further measures, because more than a thousand complaints have been received about the energy supplier since the beginning of this year.

“We have concluded that, despite all efforts to get it right, telephone canvassing has not proven to be a suitable means of acquiring customers,” says HEM director Tarik Azaaj. “That’s why we stopped doing that.”

Customers who have signed a permanent contract with HEM in 2023 or up to and including today are eligible for the retroactive rate reduction. They also have the choice to switch to another supplier without having to pay a cancellation fee. Former customers who switched last or this year and paid a cancellation fee can get their money back.

“We have agreed to HEM’s commitment because it is the fastest way for customers to cancel their contracts or take up the offer with reduced rates,” says an ACM spokesperson.

In addition to these commitments, HEM has also agreed with the ACM not to sell their customer base to another supplier. They will also look for another driver.

AMC says it is closely monitoring whether the company adheres to the agreements. “We have appointed a monitoring trustee, an independent supervisor who reports directly to the ACM.”

If HEM does not comply with the agreements, further fines cannot be ruled out and it may have consequences for the company’s permit.