Problems with energy bills in Belgium persist despite promises to address them, with the Federal Energy Ombudsman receiving a significant number of complaints over the past three months.
Customers have reported missing advance invoices, incorrect final bills and failed supplier changes. The grid operator Fluvius and energy suppliers had pledged to resolve these issues by the summer, but their efforts have fallen short.
Over 100,000 households affected
One affected customer, Dirk Claessens, told VRT that he had been unable to switch gas suppliers for over a year due to blocked measurement data at Fluvius. Investigations have revealed that over 100,000 households in Flanders have experienced difficulties with supplier changes, invoicing errors and incomplete final bills.
The root cause of these problems lies in software issues at both suppliers and network operators, particularly with the new Atrias data platform, implemented in November 2021. However, it remains unclear which authority is responsible for resolving the issues associated with Atrias, as it was developed on behalf of distribution system operators in Flanders, Brussels and Wallonia.
Despite assurances from suppliers and Fluvius to address the software problems, customers continue to face the same issues. The promised resolution of 15,000 blocked cases at Fluvius has not materialised. An investigation into ten problem files by VRT revealed that only three had been resolved, while the others remained unresolved for an extended period, sometimes exceeding a year and a half.
Affected customers have had to endure lengthy email exchanges and discussions between suppliers and Fluvius, with each party often shifting blame onto the other. Even after the installation of digital meters, some customers experienced disruptions in invoicing due to data transmission failures. The persisting problems indicate that substantial work is still required to rectify the situation.
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Fluvius admits that it failed to meet its summer deadline for resolving the issues, citing the complexity of the cases. However, some cases, such as that of Dirk Claessens, do not appear to be complex. The identification code for his gas meter is readily available, yet it has seemingly vanished from the new software system.
The ongoing problems have resulted in higher costs for customers who have been unable to switch to cheaper gas suppliers. Although a compensation scheme was proposed by the ombudsman, most energy suppliers showed little enthusiasm. Fluvius initially disregarded the proposal but has recently indicated a change in stance and willingness to compensate customers for actual damages suffered.
Despite this potential shift, customers remain sceptical and await a resolution to their problems by the end of the summer. The expectation is that even after addressing the current backlog, new problem cases may continue to arise. In the meantime, affected customers endure financial losses while waiting for a permanent solution.
