Hidden costs and aggressive marketing, or the pain points of Poles on the electricity market

61% of people have encountered fraud on the electricity market, e.g. related to photovoltaics or impersonation of an energy seller or a state institution - according to a study by the Energy Regulatory Office. 20% had problems with their electricity bill, e.g. too high or incomprehensible.

According to the URE study "Accounts under consumer control", 61% of energy consumers have encountered some form of fraud on the electricity market. The most common were: demands for immediate payment with the threat of cutting off electricity (47%), impersonation of an energy seller (41%) and employees of state institutions (38%), or fraud related to photovoltaics (38%).

Every fifth respondent in 2025 experienced problems with their electricity bill. The most common irregularities were:

• too high a bill or an unexpected increase (35%),
• incomprehensible fees or invoices (32%),
• errors in calculating consumption and fees (22 percent).

"Consumers indicate cases of unclear contracts, hidden costs or aggressive marketing by some sellers," URE indicated in the study's conclusions. There is therefore a strong need for the presence of an institution that actively protects consumers, it was emphasized.

In addition, "only" 4 out of 10 consumers assess electricity bills as legible and understandable (40 percent), and knowledge about the individual types of fees on electricity bills "is limited" - it was indicated. The respondents most often indicated: fixed network fee (63 percent) and subscription fee (62 percent). Other components, although they appear on the bill, are much less frequently recognized - it was noted.

At the same time, "only" 23 percent of respondents were able to determine the annual energy consumption in their household. "The lack of this knowledge makes it difficult to make informed choices and analyze the profitability of offers," it was noted. Most consumers (88 percent) knew that the bill consists of a fee for energy consumption and distribution, but 38 percent did not understand the meaning of this division, it added.

"The level of knowledge and understanding of the electricity market mechanisms depend to a large extent on reliable, true and complete information provided to recipients by energy companies. The message addressed to the end recipient, in particular the consumer, must be transparent and the procedures simple. The practice of consumer advocates shows that recipients are not reliably and clearly informed about the differences between the tariff offer and market offers and, unfortunately, they do not have knowledge about the possibilities of choice" - indicated Aleksandra Bielecka, District Consumer Advocate in Kutno, quoted in a press release.

The average declared amount of the last energy bill was PLN 289. Payments are most often made monthly (33%) or twice a month (54%) - according to the study. At the same time, 74% of Poles indicated that energy bills are currently more burdensome than two or three years ago. This feeling is intensified among residents of single-family and terraced houses (80%).

The main factors influencing the increase in energy prices were most often indicated by respondents as: the policy of the European Union (for 61% of respondents it is a factor of key or major importance), national policy (60%) and the prices of energy resources (59%).

66% of Poles said they feared uncontrolled energy price increases in the near future. 7% of respondents had no concerns about this issue.

"Consumers very often declare that the cost of electricity is a significant burden on the household budget. Rising prices are a source of anxiety and uncertainty, especially among people with lower incomes," URE emphasized in the study's conclusions.

Poles clearly expect a stronger role for the state in protecting the interests of energy consumers, it was noted. The greatest support was gained by: price control (70 percent of indications), more effective enforcement of consumer rights (40 percent) and increased transparency of invoices and bills (39 percent).

The survey was conducted using the CAWI method between March 30 and April 2, 2025, on a group of 1,025 people declaring responsibility or co-responsibility for paying electricity bills in their household. (PAP)

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