Status Review of Customer and Retail Market Provisions from the 3rd Package as of 1 January 2012

This document examines the extent to which the customer and retail market provisions of the 3rd Package have been legally and practically implemented by 1 January 2012 and gives insight into how the 3rd Package provisions were interpreted across Europe, i.e. which individual arrangements have been used to implement the provisions. The key issues addressed include: universal service, supplier switching, vulnerable customers, customer information requirements, alternative dispute resolution mechanisms and information on regulated end-user prices in CEER member countries.