+Article 10 3.

Article 10 3.

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

(a) 

the identity and address of the supplier;

(b) 

the services provided, the service quality levels offered, as well as the time for the initial connection;

(c) 

the types of maintenance service offered;

(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 26;

(h) 

information relating to consumer rights, including information on complaint handling and all of the information referred to in this paragraph, that is clearly communicated on the bill or the electricity undertaking's web site.

Conditions shall be fair and well known in advance. In any case, this information shall be provided prior to the conclusion or confirmation of the contract. Where contracts are concluded through intermediaries, the information relating to the matters set out in this paragraph shall also be provided prior to the conclusion of the contract.

Final customers shall be provided with a summary of the key contractual conditions in a prominent manner and in concise and simple language.

1. Vue d’ensemble

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1.1 Références

1.2 Exigences identifiées

1.3 Normes associées

2. Exigences identifiées

Exigences

3. Normes associées

Normes