Member States shall take appropriate measures to protectfinal customers, and shall, in particular, ensure that there areadequate safeguards to protect vulnerable customers. In this context, each Member State shall define the concept of vulnerablecustomers which may refer to energy poverty and, inter alia, to theprohibition of disconnection of gas to such customers in criticaltimes. Member States shall ensure that rights and obligations linked to vulnerable customers are applied. In particular, theyshall take appropriate measures to protect final customers inremote areas who are connected to the gas system. Member States may appoint supplier of last resort for customers connected to the gas system. They shall ensure high levels of consumer protection, particularly with respect to transparency regarding contractual terms and conditions, general information and disputesettlement mechanisms. Member States shall ensure that the eligible customer is in fact able easily to switch to a new supplier.As regards at least household customers those measures shallinclude those set out in Annex I.
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