New Electricity Market Regulation

New Era in the Energy Market: Consumer Services Regulation in Effect

A significant step has been taken in Turkey's energy sector. The Electricity Market Consumer Services Regulation has been published in the Official Gazette and entered into force. This new regulation aims to protect consumer rights and increase transparency and trust in the market by setting standards for consumer services in the electricity market. Centering consumer satisfaction and service quality, which are fundamental pillars of modern electricity markets, this regulation offers a new roadmap for all stakeholders in the sector.

The main objective of the regulation is to clarify the scope, quality, and processes of services provided to consumers in the supply and distribution of electrical energy. This covers a wide range, from electricity subscription processes to billing practices, from fault resolution times to the handling of consumer complaints. Significant mechanisms are being introduced, especially to strengthen communication between service providers and consumers, and to resolve potential disputes more quickly and effectively. This aims to reinforce consumers' trust in energy services and ensure a fairer and more orderly functioning of the market.

Consumer Rights-Focused Approach

The new regulation more clearly defines consumers' fundamental rights regarding electricity services. These rights include uninterrupted and quality energy supply, transparent billing, compliance with service quality standards, and easy access to complaint mechanisms. The regulation also clarifies the timeframes for rectifying deficiencies in services provided to consumers and the sanctions to be applied if these timeframes are exceeded. This particularly aims to minimize consumer grievances in processes such as fault repair, meter reading, or subscription cancellation. Furthermore, new regulations are introduced regarding consumers' access to and understanding of their energy consumption data, contributing to increased awareness of energy efficiency.

New Responsibilities for Sector Stakeholders

New responsibilities and standards have also been determined for supply companies and legal entities holding distribution licenses operating in the electricity market. The regulation explains in more detail the obligations of service providers towards consumers. These obligations include the quality of call center services, the accessibility of services offered via digital platforms, and the transparency of consumer information processes. These standards, set by the Energy Market Regulatory Authority (EMRA), aim to ensure that all players in the sector maintain service quality above a certain level. This is expected to prevent unfair competition in the market and raise overall service quality.

Emphasis on Digitalization and Accessibility

In line with the requirements of the modern age, the regulation places great importance on digitalization and accessibility. Consumers are encouraged to access services more easily through online platforms and to perform operations such as bill inquiry, payment, and complaint submission digitally. This will both increase operational efficiency and offer consumers the opportunity to receive services independently of time and place. Furthermore, regulations to facilitate access to energy services for individuals with disabilities are also addressed within the scope of the regulation, which is considered an important step in terms of social inclusion.

Future Expectations

With the entry into force of the Electricity Market Consumer Services Regulation, it can be said that a more transparent, fair, and consumer-oriented era has begun in Turkey's energy sector. This regulation will contribute in the long term to the energy market achieving a more stable structure, increasing consumer confidence, and thus encouraging investments in the sector. The effective implementation and supervision of the regulation are critically important for achieving the determined goals. Consumers knowing and exercising their rights will be one of the most significant factors in the regulation's success.

Highlights

• The New Regulation has been published in the Official Gazette and entered into force.
• The main objective is to raise the standards of consumer services in the electricity market.
• Consumers' right to uninterrupted and quality energy supply is guaranteed.
• New responsibilities have been introduced for service providers in call center and digital platform services.
• The regulation promises transparency and speed in processes such as fault resolution and billing.