The decisions of the Regulator are taken by its Board.

The Board of the Regulator consists of 5 members, one of whom is elected Chairman. The Chairman and members of the Board are appointed by the Assembly of the Republic of Kosovo and have a five-year term with the possibility of being elected for another term.

 The Board of the Regulator is responsible for making all decisions for the economic regulation of the energy sector, including:

o drafting and approving sub-legal acts that are required for implementation of the Law on Energy Regulator; Law on Energy; Law on Electricity; Law on Gas  and other laws for the operation of the Regulator.

o   approval of regulatory and operational policies of the Regulator;

o   organizing and supervising the work of the Regulator;

o   supervising the implementation of the budget and the financial management of the Regulator;

o   approval of the reports and financial statements;

o   organization of recruitment procedures and supervision of the work of the staff employed by the Regulator;

o   approval of the level of compensation and other employment criteria for the employees of the Regulator;

o   drafting and approving the Code of Professional Ethics for the members and staff of the Regulator; and other duties set out in the Law on the Energy Regulator;

Currently, the ERO Board consists of four members: Mr. Arsim Janova, who is also Acting Chairman, Mr. Besim Sejfijaj, Mr. Selman Hoti and Mr. Izet Rushiti.

The organization of the Energy Regulator is the competence of its Board; currently the organizational scheme of the Regulator is this: the link of the Organizational Scheme is set.

The Regulator is responsible for drafting procedures for resolving disputes in the energy sector, including:

• customer complaints against licensees, in relation to the services provided;

• complaints from the licensees against other licensees, regarding the performance of licensed activities; and

• Complaints related to the access of third parties 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.

Customer Complaints Procedures enable disputes to be resolved fairly and quickly. Exercising the rules for resolving disputes works without prejudice to the rights of the parties to exercise the right to appeal which are provided to them by the applicable laws in Kosovo.

As a customer, you will have the right to choose your electricity supplier. This means that you will be able to decide from which supplier you will receive the electricity, as well as choose the offer that suits you best.

Simply put, this is called "opening up the energy market."

According to the Law on Electricity, since 1 January 2015, all customers are qualified customers and have the right to choose the supplier. Currently, not all licensed suppliers are exercising their role, except for the public supplier, but this is expected to happen very soon in the future.

The electricity you use is produced in specific plants. To get to your home, it has to go through the power grid. Your home is connected to the distribution network, which is managed by the company that operates in the area where you live. This company is responsible for physically delivering electricity to your home no matter who you buy the energy from.

Because you are the one who pays, for the company you are not just a customer but also a client. As a client you have the right to access the price policy of your supplier, the level of customer service, payment options and so on. If you are not satisfied with the current service and/or have found a better price from another supplier, you can use your right to switch the supplier.

  How does the switch take place?

Electricity suppliers propose a variety of offers. You review the different offers of different suppliers and choose the one that can provide the best offer, in terms of price, performance, and so on.

It depends on the customer's choice. If you intend to switch the supplier, it means that you are not satisfied with the current supplier or that another supplier provides a better offer.

Of course, one of the key criteria is the price per unit of energy. If they do not find cheaper offers in the market, they can continue with the current supplier.

Upon the opening of the market, new suppliers will begin to provide services to household customers and promote (advertise) their offers. ERO possesses the list of the licensees for electricity supply. Customers can also find other suppliers on the PCT platform. It is up to them to choose the best offer and use the opportunities that are offered to them.

Customers are not obliged to switch suppliers if they do not want to. In addition, the current supplier is required to supply you with electricity at prices that are already regulated by the Energy Regulatory Office.

The Regulator is responsible for protecting the rights of customers but customers would be very helpful if they are informed of their rights and notify the Regulator when they are violated.

The Kosovo Energy Regulator is a partner of customers in energy market issues. As an independent body, the Regulator issues rules for ensuring fair competition and information to customers about their rights, current legislation, the new contract and complaints and dispute resolution procedures.

PCT is the English abbreviation for Price Comparison Tool. The Price Comparison Tool is an Online platform created by the Regulator, supported by USAID, to enable customers to view all market offers for electricity as well as compare prices offered by licensed suppliers operating in market.

REMIT is the abbreviation for the Rule on the Integrity and Transparency of the Wholesale Energy Market. This rule, which will be applied by the Regulator, sets out the criteria that prohibit abusive practices that affect wholesale energy markets, and also provides for the monitoring of wholesale energy markets in the country. The approval of this rule proves the importance that the Regulator attaches to the competitive market, and the need to ensure the integrity of this market, based on the Acquis of the European Union Acquis.

BRE is an abbreviation for Renewable Energy Sources