Contacts


Customer Service Center Address:  01013, Kyiv, st. Woodworking, 7

Your suggestions, complaints, claims, as well as reports on the threat of electrical safety can be filed:

- in writing in the address of the Consumer Service Center;
- in electronic form on e-mail: This email address is being protected from spambots. You need JavaScript enabled to view it.;
- using the feedback form.

After processing the information on the hits, our operator will contact you in the near future.

 

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Dispute settlement between supplier and consumer

All disputes and disputes between supplier and consumer are resolved through pre-trial settlement of disputes in a transparent, just and fast way. The supplier is obliged to consider all complaints received from consumers, and within one month to report the results of their consideration.

In the event of a failure between the consumer and the supplier of consent, disputes are resolved in accordance with the procedure established by the current legislation, including in court. In particular, the consumer has the right to file a petition for resolution of the dispute to the Market Regulator in accordance with Article 21 of the Law of Ukraine "On the National Commission that carries out state regulation in the fields of energy and utilities" and / or to submit the dispute to the court for review in accordance with the current legislation of Ukraine.

The procedure for reviewing complaints and settling disputes is set out in Article 21 of the Law of Ukraine "On the National Commission that carries out state regulation in the fields of energy and utilities".

Rights and Duties of the Regulator

The regulator considers consumer complaints regarding violation of their rights and interests by economic entities engaged in energy and utilities, as well as resolving disputes between entities operating in the energy and utilities sectors in matters concerning : access / connection to electric, heat and gas networks, oil and product pipelines, centralized water supply and drainage networks; compliance with the licensing conditions by economic entities; the quality of goods and services provided to consumers in the fields of energy and utilities; other issues, the consideration of which is regulated by the law.

The regulator reviews consumer complaints in accordance with the Law of Ukraine "On Citizens' Appeals". Settlement of disputes between economic entities engaged in energy and utilities services is carried out in accordance with the procedure approved by the Regulator.

In dealing with complaints and resolving disputes, the Regulator has the right to require economic entities operating in the energy and utilities sectors, copies of documents, explanations and other information necessary to establish the actual circumstances of the case and resolve disputes.

Prior to making a decision on the substance of a controversial issue, the Regulator may hold preliminary hearings involving interested parties and, if necessary, carry out unscheduled inspections. The procedure for conducting preliminary hearings is determined by the Regulator.

As a result of consideration of a complaint, resolution of disputes, the Regulator shall decide on:

termination of a violation by a business entity that carries out activities in the field of energy and utilities, legislation in the relevant field;

termination of a violation by a business entity that carries out activities in the fields of energy and utilities, licensing conditions;

imposition of a fine on a business entity that carries out activities in the spheres of energy and utilities in accordance with the established procedure;

termination of consideration of application by the applicant. The regulator's decision is given to the entity operating in the energy and utilities sectors by sending or submitting a receipt. The decision taken by the Regulator during the pre-trial consideration of the dispute is binding on the parties to the dispute and may be appealed in court.

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