A new opportunity is coming for the most vulnerable customers of the electricity market: theArera (Authority for Energy, Networks and the Environment) has introduced a derogation temporary which allows those who are considered vulnerable to access the Gradual protection service (Stg). This measure, provided for by the Competition Law of 2024, aims to protect the weakest consumers during the delicate transition phase towards the free energy market. But what does it mean is this really new and how does it work?
Electricity bills, two services to protect vulnerable consumers
Currently, i vulnerable customers can access two protected services:
- Greater protection service (Smt): the price of energy is defined quarterly by Arera, offering stability but without direct connections to the mechanisms of the free market.
- Gradual protection service (Stg): a formula that combines prices partly linked to the free market and partly established by Arera. This service is designed for those who want a guided transition to the liberalized market.
With the new exemption, vulnerable customers can choose to switch from Smt to Stg, instead of automatically remaining in the former.
What is the Graduated Protection Service?
Il Gradual protection service It is designed for those who, even if they have not yet chosen a supplier on the free market, want to avoid the risk of suddenly finding themselves without a guide in the complicated panorama of energy offers. This system offers contractual conditions defined by Arera, with clearer and more transparent tariffs, similar to those of the old protected market, but with special attention to vulnerable consumers.
With the exemption introduced, those who are already considered vulnerable – or will become so by 30 June 2025 – will be able to request to be included in this temporary service, thus ensuring more favourable treatment.
Who are vulnerable customers?
They fall into the category of clients vulnerable people who find themselves in particular conditions, such as:
- Economic difficulties.
- Situations of social or health hardship.
- Elderly people or other categories protected by the legislation.
This measure represents a response to the growing difficulties that many families are facing, especially due to the recent bill increases.
How to apply for the service?
Log into At Stg it's simple, but you have to follow some rules:
- Submit a request to your supplier: each operator must make at least three channels available to customers to submit the application: a telephone number; an online form on the website; a physical counter, if present.
- Required documentation: to demonstrate your state of vulnerability, you will need to fill out a self-certification form, similar to the one used for the Greater Protection Service.
- Keep proof of sending: the date on which the request is submitted will be used to determine access to the service.
Additional protection: no contract terminations until 2025
An important aspect of the exemption is that the suppliers will not be able to interrupt the energy contract for vulnerable customers until June 30, 2025. This means that those who are experiencing economic or social difficulties will have more time to understand the new market rules and choose the most suitable solution.
After this date, vulnerable customers who have not chosen to switch to the Stg will be automatically included in the Greater protection service, as required by current legislation. This is because the temporary derogation will have exhausted its effects, returning the system to the standard rules.
An information campaign to clarify doubts
To ensure that all customers are adequately informed, theArera has established that:
- I providers must update their websites within 30 days with all the necessary information, including how to access the service.
- in bills will be inserted Message information to explain to customers how to request access to the Stg.
- Indications on self-certification forms to certify the condition of vulnerability, which will be similar to those already used in the past for access to the Stg.
Also, the Consumer Help Desk Energy and Environment and the Arera official website will offer practical details for anyone wishing to access the new service.