How to complain?

A dispute with a system operator

The Energy Agency is responsible for deciding on disputes in the first instance between the system users and the operators, or the electricity market operator, and in the second instance issues concerning connection approval. The Energy Agency is not among legal entities that are under the Administrative Fees Act obliged to charge an administrative fee.

A dispute with a supplier

Supplier shall provide transparent, simple and free-of-charge procedures to household consumers for handling their complaints. To this end, the supplier alone, or jointly with other suppliers within the association shall ensure out-of-court dispute settlement concerning  the supply of electricity to household consumers in front of an independent provider of out-of-court dispute settlement that meets the conditions and ensures a procedure in accordance with the provisions of the applicable law.




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Display date
09.12.2014 15:31
Modified date
10.10.2017 08:40
household consumer complaint dispute complaint handling
Household consumer Electricity Distribution Single point of contact Retail market Decisions and Monitoring