Complaints and dispute resolution
If you think that the company that supplies your gas or electricity has breached your rights (contract conditions, quality of service, etc.), you can file a complaint with the supplier. The supplier has to tell you how to file the complaint, enabling you to settle your dispute promptly and get reimbursement and/or compensation, if applicable.
If you're not satisfied with how your complaint was managed, you also have the right to try to resolve the dispute with the help of an independent body for out-of-court dispute settlement, such as an energy ombudsman.
This doesn't affect your right to later bring a case before a court, if necessary.
Sample story
An ombudsman can help with your complaint
Helen from France was not happy with her electricity bill. 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. Eight weeks after making the complaint, which was not solved by the company, Helen decided to report her case to the energy ombudsman. The ombudsman asked the company to explain what happened and requested they correct the problem. The company admitted that it had made a mistake when calculating Helen's bill. They also changed their standard bill format, to make the information easier for consumers to understand.
National contact points for energy
All EU countries have national contact points where you can get information on your energy rights, current legislation, and how to deal effectively with a gas or electricity supplier dispute. Some also provide price comparison tools.
Find the national contact point for your country.