Complaints
The Regulator, in line with the Law on Energy Regulator is responsible for resolving complaints and disputes between customers and licensees, between two licensees, and in relation to the third party's access to the transmission or distribution system of electricity, thermal energy or natural gas, as well as transmission, cross-border flows of electricity and natural gas.
Based on ERO’s responsibilities, the Rule on Resolution of Complaints and Disputes in the Energy Sector has been developed and approved. The purpose of this rule is to determine the criteria and procedures for filing, reviewing and resolving customer complaints against energy companies in the energy sector, as well as resolving disputes between licensees.
According to the provisions of the Rule on Resolution of Complaints and Disputes in the energy sector all customers are entitled to file complaints related to the services provided by the supplier or system operator. The procedure for filing complaints stipulates that the customer, in order to file complaints or even requests, must first contact their supplier or distribution operator as a first instance body, which reviews the complaint and issues a response within the legal deadline. After receiving the answer, the customer can address the Regulator for further review of his complaint.
If you would like to contact the regulator regarding any complaints, please click here in the email below.
The Rule on Resolution of Complaints and Disputes is presented in the link below:
