+Article 21 2.

Article 21 2.

Final customers shall have the right to a contract with their supplier that specifies:

(a) 

the identity, address and contact details of the supplier;

(b) 

the services provided and the service quality levels included;

(c) 

the types of maintenance service included in the contract without additional charges;

(d) 

the means by which up-to-date information on all applicable tariffs, maintenance charges and bundled products or services may be obtained;

(e) 

the duration of the contract, the conditions for renewal and termination of the contract and services, including products or services that are bundled with those services, and whether terminating the contract without charge is permitted;

(f) 

any compensation and the refund arrangements which apply if contracted service quality levels are not met, including inaccurate or delayed billing;

(g) 

the method of initiating an out-of-court dispute-settlement procedure in accordance with Article 22;

(h) 

information relating to consumer rights, including information on complaint handling and all of the information referred to in this paragraph, which is clearly communicated in the bill or on the enterprise’s website and includes the contact details or link to the website of the single points of contact referred to in Article 22(3), point (e);

(i) 

the contact details enabling the customer to identify relevant one-stop shops as referred to in Article 22(3), point (a).

Suppliers’ conditions shall be fair and shall be provided to final customers in advance. The information referred to in this paragraph shall be provided before the conclusion or confirmation of the contract. Where contracts are concluded through intermediaries, that information shall also be provided before the conclusion of the contract.

Final customers and final users shall be provided with a summary of the key contractual conditions, including prices and tariffs, in a comprehensible manner and in concise and simple language.

Final customers shall be provided with a copy of the contract and clear information, in a transparent manner, on applicable prices and tariffs and on standard terms and conditions in respect of access to and use of heating, cooling and domestic hot water services.

Member States shall decide who is to be responsible for providing the information referred to in this paragraph to final users without a direct or individual contract with a supplier, upon request, in an appropriate manner and free of charge.

1. Overview

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1.1 References

1.2 Identified Requirements

1.3 Related Standards

2. Identified Requirements

Requirements

3. Related Standards

Standards