The Customer fills the Customer Complaint form and returns it to the Customer Service Offices in his region, or you can call us one 80077700
Stage 1 - contact your supplier
If you have a problem, get in touch with us. We will immediately acknowledge your complaint and will normally respond to you within 10 working days. In exceptional cases we are allowed up to 30 working days.
Stage 2 – Manager of Customer Services
If you are not satisfied with the way we have dealt with your complaint let us know. We will escalate your complaint to the Director of Customer Services. He will respond to you within 40 working days from our receipt of your original complaint.
Stage 3 – referral to the Authority
If you are still not satisfied with our response you may refer your complaint to the Authority for Electricity Regulation. The Authority has the legal power to investigate and to determine your complaint. You may contact the Authority at any time for further advice on this process.
Stage 4 – appeal to the Court
If the Authority issues a determination you have the right to dispute it in Court, in accordance with the provisions of Article 125 of the Sector Law.