Stricter Energy Rules in 2026 Will Protect Households and Small Businesses

New customer service rules for electricity and gas suppliers will come into force on January 1, 2026. The changes, introduced by ARERA, aim to provide stronger protections for households and small businesses in the energy sector.

The updated regulations focus on low-voltage electricity supplies and gas consumption up to 200,000 standard cubic meters per year. These measures are designed to offer greater safeguards for families and small commercial enterprises.

Under the new rules, call centres must follow stricter guidelines, including improved standards for voice assistants and online support. The complaints process has also been simplified, with clearer response times and higher automatic compensation for missed deadlines.

ARERA has set out firmer requirements to ensure suppliers meet these standards. The goal is to reduce delays and improve overall service quality for customers.

The regulations take effect from January 1, 2026, and will apply to all relevant energy suppliers. Customers can expect faster complaint resolutions and increased compensation when deadlines are not met. The changes reflect ARERA's push for better accountability in the energy market.