Benchmarking Report on the roles and responsibilities of NRAs in customer empowerment and protection as of 1st January 2011

This Benchmarking Report describes the current situation and highlights activities of the NRAs, including their work with the industry, consumer organisations and public authorities. Moreover, it provides information and figures on the resources upon which NRAs rely in the following activities: informing consumers, handling complaints/disputes, promoting energy savings/smart use of energy and protecting vulnerable customers.