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Consumer rights and protection in relation to the phasing-out of natural gas Where the disconnection of network users pursuant to Article 38(6) is allowed, Member States shall ensure that:

(a) the network users concerned and other relevant stakeholders, in particular consumer bodies, have been consulted;

(b) network users, final customers and relevant stakeholders are informed sufficiently in advance of the planned date, the procedure for disconnection, the steps planned and the relevant timeline;

(c) final customers receive information on and have access to sufficient advice on sustainable heating options, as well as information on financial support through relevant bodies to be identified by national authorities, including one-stop shops established pursuant to Articles 21 and 22 of Directive (EU) 2023/1791 and Article 18 of Directive (EU) 2024/1275 of the European Parliament and of the Council , and contact points set up or designated pursuant to Article 16(3) of Directive (EU) 2018/2001;

(d) when planning and carrying out the phase-out of natural gas, specific needs of vulnerable customers as referred to in Article 26 and customers affected by energy poverty are duly taken into account and, where applicable, appropriate measures are taken with the aim of removing adverse effects of the natural gas phase-out taking into account the guidance referred to in Article 27, which measures may include the use of public funding and funding facilities established at Union level;

(e) any financial transfer between regulated services follows the rules set out in Article 5 of Regulation (EU) 2024/1789 and there is no discrimination between different categories of customers and between energy carriers.