1. ANRE The Regulator’s role with Small and Large Consumers - Romania Lusine Caracasian Head of Public Relations&Cooperation Office LCaracasian@anre.ro

2. ANRE 2 Importance of the Public Involvement “Good governance”: regulatory decisions might be controversial and the public has the right to be heard and to expect the Regulator to be open and responsive Regulator’s actions are more likely to be accepted and supported by public if it had an active role in shaping the decision, even they do not always agree with the outcome of that process The early and meaningful participation can save resources in the long run by avoiding delays and law suits based on public opposition

3. ANRE 3 No.AudienceKey MessageOptimal channel 1MediaPublic Concerns/Transparency of ANRE/Timely information/Education Press releases, Press conferences, ANRE WEB site, Media training 2GovernmentANRE: trust worthily and credibleReports, Annual report, memos, proposals, information packets 3Business Investors/ Banks ANRE’s role/Rules of the game/New opportunities for profit/Security of the electricity market Official National Gazette/Meetings/informational packets/ANRE WEB site 4Producers, TSO, DSOs, Suppliers ANRE’s role/Rules of the gameANRE Discussion Papers, Official National Gazette, Meetings, Annual reports, Brochures 5Producers/ suppliers asking for licenses or authorizations Main steps to obtain the license /authorization Meetings, ANRE WEB site 6Industrial consumers (eligible ones) Price security/Fairness of the rules/Rules of the game/ANRE will preserve a good “business environment” Meetings, Dispute resolutions, Brochures, ANRE WEB site, workshops, media 7Small consumersTariffs, RTPA rules, Rules of supply ANRE’s site – www.anre.rowww.anre.ro Handout (under preparation) Answers to the consumer’s questions (mail, letters, toll-free number) ANRE’s audience (1)

4. ANRE 4 No.AudienceKey MessageOptimal channel 8Electricity & heat consumer associations Information on activities developed by ANRE, involvement in the decision process Meetings during regulations issuing process Invitation to the public hearings for granting Licences & Authorisations organized by ANRE ANRE’s site – www.anre.rowww.anre.ro Booklets concerning electricity tariffs, special guide for eligible customers Answers to the consumer’s questions (mail, letters, toll-free number) Workshops (vulnerable consumers, electricity market liberalisation) 9 Electricians and firms interested in authorization Main steps to obtain the authorizationMeetings, ANRE WEB site 10International organizationsANRE is truly independentBrochures, ANRE WEB site ANRE’s audience (2)

5. ANRE 5 Consumers involvement in ANRE decision-making process The Law (Electricity Law and Law on the transparency in the public administration) requires public notice and gives the opportunity for the public to be heard Annual program for issuing regulations is published on the web-site A “proposed” regulation (draft) is published on the web-site and in a central newspaper with 30 days before to be submitted for the approval to the Regulatory Committee ANRE seeks comments If asked, ANRE holds a public meeting before deciding and adopting the binding decision The meeting has only consultative role, only the Regulator has the power and the responsibility to make the decision The Regulatory Committee is assisted by an Advisory Council made up of nine members appointed by order of the relevant minister, of which 2 members represent the large electricity and heat consumer associations The Advisory Council supports the harmonisation of the interests of both sector companies and consumers, assess the impact of ANRE regulations and make suggestions for improvement as per ANRE organisation and operation rules. ANRE must explain why it has adopted the particular rule and why it did or did not accepted all of the comments made

6. ANRE 6 Communication channels (1) Meetings – disputes resolution, ANRE’s regulations Brochures – are prepared as is useful and provide brief, accurate information that is targeted to one group of energy users. Requires inputs from ANRE’s departments, the Public information persons being the coordinator pf the project. Examples: A guide for eligible consumers Workshops with non-households consumers and associations on June, 15 and 28, 2005 regarding electricity market liberalisation process Annual reports

7. ANRE 7 Communication channels (2) ANRE WEB site “Electricians Authorisation”, “Sector Companies Certification” (two new sections introduced in 2004), “Prices and tariffs”, “Commercial Regulations” and “Discussion Papers” were the most popular sections

8. ANRE 8 Communication channels (3) Subjects of the press articles concerning ANRE activity - 2004

9. ANRE 9 Communication channels (4) An e-mail address, info@anre.ro was created at the beginning of year 2003 to enable direct communication with the public (FOIA Act) Toll-free number: 0800800410 Public information requests received in 2004 1Total no. of public information requests received38 2Total no. of administrative complaints received0 3No. of requests favourably resolved34 4No. of working days necessary (on average) for sending an answer4 5No. of requests addresed by: a) mail10 b) electronic mail28 6No. of requests addresed by natural persons30 7No. of requests addresed by legal persons8 8No. of requests dimissed, depending on reason:4 beyond ANRE competencies3 address of sender unknown0 others1 9Total number of requests concerning Electricity22 Heat6 Others10

10. ANRE 10 Consumer Affairs - ANRE inspection and control office Day to day handling of customers complaints regarding activities in the energy sector Control activity - The control envisages verification of the compliance with the license conditions and contracts provisions, tariff practice, costs covering, and veracity of complaints. Complaints received in 2004 1Total No. of complaints85 2Complaints solved85 3 Case processing time (average) to answer the complaints 20 4Complaints submitted via : a) letter 85 b) email 0 5Complaints submitted by natural persons 46 6Complaints submitted by sector companies 39 7Complaints concerning: - electricity sector 73 - heat sector 12 Communication channels (5)