CONSUMER ENGAGEMENT information to find a better deal or reduce usage. How can the smart meter provide consumers with the information needed to make these decisions? There are obvious similarities between the use of fuel for motoring and use of energy in the home, so how effective is the in-car display for saving fuel? Studies show that changing the way we drive can reduce fuel usage by up to 15% and the position of the display, right in front of the driver, means it provides information ‘at a glance’ that gives instant feedback on the effect of any change in driver behaviour. Feedback from smart metering deployments highlights what works for energy consumers. Instant feedback is clearly important as a way of encouraging consumers to take action to reduce usage, but consumers also need information on how their historical usage compares with similar users. This means providing the consumer with easy access to a usable interface that allows historical consumption METERING INTERNATIONAL ISSUE – 6 | 2014 information to be downloaded and shared with third parties. The choice of channels for providing data should reflect the preferences of individual consumers. Whilst IT literate consumers may prefer to receive information on their smart phone or tablet, others may prefer in-home displays which can be seen by all users in the house and not just the bill payer. Unfortunately many of the displays do not comply with the minimum ergonomic requirements of ISO standards so some consumers may not find them easy to use. Whilst the in-home display is very effective for providing instant feedback, it is less good for analysing historical information so the choice of channel should also reflect the type of information being provided. The biggest concern is that many smart meters will not provide easy access to real time consumption information. The EC’s Benchmarking report showed that of the 16 Member States planning large scale rollouts, only five meet the minimum recommended functionalities and provide instant consumption data every few seconds. Updates every 15 minutes will not provide real time feedback to consumers on actions taken. Removing the barriers and incentivising engagement Consumers must be protected against new risks that arise from smart meters and control of data. This includes the right to refuse a smart meter and to access information held in the meter. Increased complexity and tariff proliferation make it difficult to find the best deal unless consumers can compare offers using independent comparison tools. Price comparison and review sites may be open to abuse, so the information provided is not always reliable. Control is required on the way in which these sites collect and display information. Effective enforcement of the Unfair Commercial Practices and Consumer Rights directives will help protect consumers against aggressive and misleading 37