1. ERGEG Customer Focus Group 11.10.2005 Karima Björk, Svensk Energi

2. Four Nordic countries – one market

3. Agenda Customer focus Swedish experience

4. The deregulated electricity market Grid Generator Market Place Supplier Trader Customer CompetitionMonopoly Regional net Local net Customer TSO Production Consumption Customer Supplier

5. Amount of customers that have switched supplier or renegotiated

6. Number of switching

7. Degree of satisfaction switching supplier

8. Renegotiated contract or switched supplier City and region

9. Certain of not switching

10. Contracts – domestic customers 2001-2005 Statistics Sweden

11. Customer confidence Deregulation 24 18 22 19 15 25 22 23 26 25 42 49 45 49 46 45 47 50 53 14 13 18 13 18 12 11 15 13 8 11 5 5 16 15 020406080100 Tot: Feb-05 Tot: Okt-04 Tot: Mar-04 Tot: Sept-03 Tot: Mar-03 Tot: Okt-02 Tot-Mar-02 Tot: Aug-01 Tot: Feb-01 Tot: Aug-00 % very goodgoodneither norbad/very bad

12. Further development…….

13. Kundoffensiven – an Electricity Supply Industry Initiative Varabygdens Energiekonomiska Förening Kommunalteknik Trelleborg

14. Implementation Improving rules and regulations Månadsavläsning föruts. för att fungera Improvement programme Monthly metering and settlement Standardized invoice outline Standardized customer information Improving information flow between players Kundoffensiven – an Electricity Supply Industry Initiative

15. Unique plant identity – EAN code Personal code number Shorter time for switching supplier Central function streamlining customer processes Propositions Customer switching

16. Central function streamlining customer processes Common standard and technical solution for retail data exchange Managing interaction between players with high quality Cost efficiency, automated and reliable data access Supplier change, metering and reporting, balance data

17. Transparency of energy prices Price comparisons Legal framework –new legislation –Price Indication Act (Oct 1 2004), regulation on price comparisons (July 1 2005) –Electricity prices only –”Prices all inclusive” (energy taxes, VAT and green certificate fees) –Price comparisons calculated for three customer categories according to Statistics Sweden –Comparisons must be indicated in all advertisment and commercial (e.g. web sites, price lists, direct marketing, tele marketing) Availability of price information –Provided by the Swedish Consumer Agency (voluntary)

18. Transparency of bills Minimum level of information –Specific invoice information (date, customer id, invoice number etc.) –Meter number or similar –Separate information on consumption, electricity and net services respectively –Date:13 February 2005 (not 05-02-13) –Payment information should be very clear including full VAT specification The invoice should be easy to understand – common terminology

19. Customer protection Laws and agreements –i.e Electricity Act –Voluntary agreements and industry recommendations Authorities and dispute settlement –The Swedish Consumer Agency –The Swedish Competition Authority –The Energy Markets Inspectorate within the Swedish Energy Agency –National Board for consumer complaints (ARN) –Public court Advice –Municipal consumer advisors –Municipal energy consultants –The Swedish Consumer Electricity Advice Bureau

20. TOMORROWTODAY

21. A common retail market