Brussels, Belgium – The Dutch-speaking socialist party Vooruit has introduced a legislative proposal aimed at ensuring that energy suppliers in Belgium provide mandatory telephone and email support to customers, amid concerns over accessibility and fairness in customer service.
Under current legislation, energy suppliers are required to offer accessible and fair customer service. However, in practice, many providers direct customers to chatbots, email addresses, or online questionnaires, making it difficult to speak with a real person. Some companies even impose additional charges for customers seeking telephone assistance.
Vooruit’s parliamentary leader in the Lower House, Oskar Seuntjens, highlighted the challenges posed by the existing system, particularly for vulnerable groups such as the elderly and those with limited digital skills.
“For vulnerable groups, such as the elderly and people with limited digital skills, this is too great a barrier,” Seuntjens stated in a press release seen by the Belga News Agency.
He pointed out that automated chatbots are often unable to address complex customer inquiries.
“And an email or questionnaire does not provide a quick answer for urgent matters. It becomes really problematic when you realise that half of Belgians have difficulty with digital skills. For that group, an online customer platform is simply not a viable option. Energy suppliers should not abandon those people or charge them extra,” he added.
To address these concerns, Seuntjens has submitted a bill requiring energy suppliers to ensure customer service representatives are available via telephone and email during office hours.
The proposal seeks to make it easier for consumers to obtain timely support, especially when dealing with urgent energy-related issues such as billing disputes, service interruptions, or contract inquiries.
“Accessible and efficient customer service is essential to protect consumers. That certainly applies to the energy sector, a sector we all need to heat our homes, cook our food or power a washing machine,” said Seuntjens.
Beyond improving accessibility, the bill also aims to restore consumer confidence in the energy sector, which has faced increased scrutiny in recent years due to fluctuating energy prices and customer dissatisfaction over service quality.
Seuntjens believes that ensuring direct human interaction will not only improve customer experiences but also help hold energy providers accountable for their services.
The proposal is expected to generate debate among lawmakers, energy suppliers, and consumer advocacy groups.
While some companies may resist the additional requirements due to cost implications, consumer rights organizations are likely to welcome the measure as a step toward greater transparency and fairness in the energy market.
If passed, the bill would mark a significant shift in customer service expectations within the Belgian energy sector, ensuring that consumers, regardless of their digital proficiency, can access the assistance they need without unnecessary barriers.
