Denmark | Finland | Iceland | Norway | Sweden | |
Retailer requirements | |||||
Vertical integration | Unbundling requirements apply to vertically integrated DSOs with more than 100,000 connected customers. | The DSOs are required to be legally unbundled when a threshold of 200 GWh is met for more than three consecutive years. | A single power company can function as generator, distributor, and supplier. Accounting separation is required between concession and competitive activities. | Unbundling requirements apply to vertically integrated entities that have been assigned system responsibility or have more than 100,000 network customers. | Provisions that prohibit the involvement of electricity grid companies that are a part of a group that collectively serves at least 100,000 electricity users with companies who trade or produce electricity. |
Invoicing | |||||
Required information on invoice | Requirements presented in Executive Order no. 1696 of 2020. One invoice from the electricity supplier. | Requirements regarding the minimum information to be presented in the invoice. Possible with one invoice or two invoices. | Requirements follow government regulation. Two invoices, one from the electricity supplier and one from the DSO. | Requirements are specified in the Regulations on settlements. Possible with one invoice or two invoices. | Requirements follows from the Electricity Act. Possible with one invoice or two invoices. |
Possibility of prepayment or post-payment | Both possible. | Both possible. | Only post-payment. | Both possible. | Both possible. |
Contracts | |||||
How to enter new agreement | Free to change electricity supplier; the new supplier notifies the previous supplier. | Free to change electricity supplier; the new supplier notifies the previous supplier. | Free to change electricity supplier; the new supplier notifies the previous supplier. | Free to change electricity supplier; the new supplier notifies the previous supplier. | Free to change electricity supplier; the customer should contact the current supplier to terminate their current agreement. |
Lock-in periods and right to withdraw | Maximum lock-in period of six months for households, no corresponding rules for SMEs. 14-day right of withdrawal if the contract is a remote sale. | Maximum lock-in period of 24 months for fixed-price contracts. 14-day right of withdrawal if the contract is a remote sale. | Customers can terminate their contract with three months or shorter notice. Three weeks’ notice for households and SMEs with consumption less than 0.5 GWh per year, three months for consumption between 0.1 and 1 GWh per year, and longer for consumption over 1 GWh per year. | Maximum lock-in period of 12 months, with the exception of fixed-price contracts. 14-day right of withdrawal if the contract is a remote sale. | No maximum lock-in period except for assigned-price contracts, which have a maximum 14-day lock-in period. 14-day right of withdrawal if the contract is a remote sale. |
Requirements on how to find information about contracts | Electricity suppliers are required to ensure that relevant and correct information about all their products, including price and terms, is available at all times on their website. In addition, electricity suppliers are obligated to publish their current prices and products on the price comparison tool. | Electricity suppliers are obligated to report contract prices for small customers (applies to households and many SMEs) to the NRA. | No requirements, but the information is available at the price comparison tool. | Electricity suppliers are required to have an up-to-date price list readily available. Electricity suppliers are obligated to register their prices on the price comparison tool. | Electricity suppliers are required to provide certain information about their products and services, such as price and terms of the contract, on their website or in other easily accessible channels. |
Requirements when making changes to existing contracts | The electricity supplier must directly notify customers of changes in the contract conditions. At least three months’ notice for households and 14 days for SMEs. | The electricity retailer must notify customers of changes to pricing or terms of an open-ended contract at least 30 days before. | The electricity retailer can change the contract whenever they want and publish information about the changes on their website. Customers who have signed up can receive an email about the changes. | The electricity supplier must notify the consumer of all changes to or termination of the electricity agreement no later than 30 days before the change or termination of the agreement takes effect. | The electricity supplier must notify customers about the changes and their right to terminate the agreement. At least two months’ notice for households and 14 days for SMEs. |
Marketing | |||||
Required information to include in marketing of contracts | Follows from the general marketing regulations. | Follows from the general market regulations. | Follows from the general market regulations. | Follows from the general marketing regulations. New and stricter rules were introduced in November 2022, which largely meant a clarification of requirements from the Marketing Act. | Follows from the general marketing regulations. |
Win-back strategies, telephone sales, or selling contracts on the street | Allowed with win-back strategies and telephone sales, but the customer must have consented to be contacted. This applies to households but not SMEs. | Allowed with win-back strategies. | Allowed with win-back strategies. No telephone sales or direct sales on the street. | Allowed with win-back strategies, which can take place by telephone, at the door, and in writing. | Allowed with win-back strategies, but it must occur following certain rules. |
Sanctioning | |||||
Can licences be withdrawn? | No licence required. The electricity retailer can be deprived of the right to be registered at DataHub. | No licence required. | Retailer licences can be withdrawn. | Retailer licences can be withdrawn. | No licence required. |
SMEs’ customer rights | Electricity supply regulation applies to both households and SMEs, but some points apply to SMEs to a lesser degree. | Many of the electricity market-specific regulations applies to SMEs. | Consumer protection covers both households and SMEs. | SMEs do not have the same consumer rights as households. | SMEs do not have the same consumer rights as households. |