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Updated : 16/06/2017

Complaints and dispute resolution

You have several options if you think your electricity supplier has breached your rights (contract conditions, quality of service, etc.).

You can file a complaint with your gas or electricity supplier. Your supplier has to provide you with information on how to do this.

This should enable you to settle your dispute promptly and get reimbursement and/or compensation if warranted.

In the event that your complaint is not managed to your satisfaction, you also have the right to send your complaint to an independent body for out-of-court dispute settlement such as an energy ombudsman.

These options do not limit your right to subsequently bring a case before a Court.

 

Sample story

Helen from the UK was not happy with her electricity bill as she couldn't understand how the company had calculated the total amount to be paid...and it seemed excessive.

She complained in writing to her electricity provider but the reply she got was not satisfactory. 8 weeks after making the complaint, which was not solved by the company, Helen decided to bring the case before the Ombudsman Services for Energy. The Ombudsman required the company to explain what happened and correct the problem. The company admitted that it had made a mistake when calculating the bill. In addition the company changed the standard bill form to make the information easier to understand for consumers.

National contact points for energy

You must have access, within your country, to a single point of contact from where you can obtain all the information you need concerning your energy rights, current legislation and how to deal effectively with any gas or electricity supplier dispute.

National regulatory authorities

Your rights as an energy consumer in the EU have to be set out in the national laws of your country. For more information contact your national regulatory authority which must ensure that consumers are protected in line with EU law.

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