Useful for customers
Dispute resolution
Ways to resolve disputes out of court.
The supplier is required to maintain customer service centres for final consumers, where they can obtain information and resolve issues related to contracting, disconnection, reconnection, billing, etc. The supplier also appoints staff with decision-making authority to examine complaints and resolve the problems of final consumers.
Ways of resolution
1. Direct negotiations with the supplier
A direct discussion with the supplier is recommended as the first solution, while keeping the relevant documents.
2. Mediation
An impartial mediator facilitates the resolution of the conflict towards mutually acceptable outcomes, through free or affordable services.
3. Conciliation
Similar to mediation, but with more active involvement; the conciliator may propose their own solutions, however the final decision belongs to the parties.
4. Complaints to ANRE
If the other methods fail, customers can submit complaints to the National Energy Regulatory Agency, which investigates and takes the necessary measures.
5. Other ways
Arbitration and the services of the Ombudsman offer additional options for resolving disputes.
Recommendation: learn about your rights, choose the appropriate method of resolution and keep the relevant documents for an efficient out-of-court resolution.
National Power Corp
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