The rights of the final customer

Under the legislation in force, Law No. 108/2016 on natural gas, the regulation on the supply of natural gas and the regulation on the procedure for changing the supplier, the final natural gas customer has the following rights:

• Continuous and reliable supply of natural gas, at the established quality parameters, up to the safety valve (domestic customer) or the delimitation point (non-domestic customer).
• Choice of supplier and conclusion of the supply contract with any supplier.
• Amendment of the contract — to request the conclusion, amendment, extension, suspension or termination of the contract.
• Changing the supplier under the conditions established by law and regulation.
• Suspension of supply for a fixed period, but not less than one month.
• Presence at the meter reading, at the verification and expert examination of the metering equipment and at the inspection of the applied seals.
• Information on the quality parameters, consumption history, payments and penalties calculated and paid.
• Verification of compliance with the contract by the supplier.
• Compensation for damages caused by the supplier or the system operator.
• Access to the telephone service of the system operator, indicated as mandatory on the invoice.
• Information on the prices and tariffs in force, on request.
• Response to petitions and complaints in the manner and within the deadlines established by the normative acts in force.

Respecting these rights is essential for a competitive and transparent natural gas market that protects the interests of final customers.