Rights

One of the priorities of ERO, provided by the Law on Energy Regulator, is the protection of customer rights, ensuring that energy companies provide the proper services by not discriminating against customers under any circumstances. All customers enjoy the right to information on the services provided by energy companies as well as on the costs of various services which are of particular importance to customers.

All customers are entitled to:

have fair and non-discriminatory treatment during the supply of electricity by suppliers, as well as to have open access to information from the supplier;
request the connection of their facilities and energy equipment to the system operator network, if such connection is technically possible, according to the provisions of the Grid Code or Distribution Code, or any other code or rule in force;
have a transparent contractual relationship with the supplier;
submit complaints according to the provisions of the Rule on Resolution of Complaints and Disputes in the Energy Sector;
pay for the consumed energy, according to the contract for Energy Supply bonded with the Energy Supplier, as well as for the use of system tariffs, approved by ERO;
receive compensation from the supplier, for undelivered energy or for poor quality energy supply and service, which is not in accordance with the energy supply contract and the standards of supply and service provided to customers;
receive adequate notices for the purpose of modifying the terms of the contract, as well as information on their right of withdrawal when that notice is given. Service providers directly notify their customers of any increase in costs at the appropriate time, no later than thirty (30) days after the increase has entered into force, in a transparent and comprehensive manner. The customers are entitled to withdraw from the contract if they do not accept the new conditions notified to them by the energy service provider.
switch their supplier and transfer to the new supplier free of charge