The delays range from one month to sometimes six months and more. The problem concerns all suppliers and all types of contracts.
The delay is partly explained by the software that regulates the communication between the grid operator and the energy supplier. It went live about a year ago and still suffers from usability issues. Suppliers also report increased pressure caused by high energy prices: customers are asking more questions and switching contracts more often.
This long wait time causes stress for consumers, especially in a context of rising prices. This is the number one cause of complaints to the energy mediation service. “People don’t know what and when they have to pay. We are trying to solve this problem but we often come up against a game of ping-pong between the supplier and the network operator”, explains mediator Eric Houtman.