The procedure for submission of appeals, complaints, claims by consumers, provision of notifications about the threat of electrical safety and their consideration.
Appeals, complaints and claims of consumers are considered in accordance with the requirements of Section 8 of the Rules of the Retail Electricity Market, approved by Resolution No. 312 of NKREKP dated March 14, 2018. In case of violation of his rights and legitimate interests, the consumer should first of all contact LLC “ENERGETYCHNA MEREZHA” with a request, a complaint, a claim regarding the elimination of the violation and the restoration of the rights and legitimate interests of the consumer.
The following terms are hereby defined:
appeal – consumer’s request for information and/or consultation regarding the distribution of electrical energy and services related to the distribution of electrical energy;
commercial quality of the provision of services for the distribution of electric energy – the quality of the provision of services by the licensee to the consumer, which provides for the observance by the licensee of the deadlines for the provision of services and the performance of work, consideration of appeals from consumers established by the current legislation, in particular the Code of distribution systems, approved by the resolution of the NCREKP dated March 14, 2018 No. 310, The Code of Commercial Accounting of Electric Energy, approved by Resolution No. 311 of NKREKP dated March 14, 2018, Rules of the Retail Market of Electric Energy, approved by Resolution No. 312 of NKREKP dated March 14, 2018;
claim – the demand of the consumer to the subject of the retail electricity market for the elimination of violations of the terms of the relevant contract, including regarding the quality of services for the distribution of electric energy and/or the quality of electric energy, and for compensation for losses caused by the participant of the retail electricity market as a result of such violations ;
complaint – dissatisfaction expressed by the consumer in written, electronic or oral form regarding the supply of electric energy and/or the provision of services related to the supply of electric energy with a demand for the renewal of his rights violated by the actions (inaction) of the relevant participant in the retail electricity market, as well as the protection of legal interests
The Law of Ukraine “On Appeals of Citizens” establishes the following requirements for appeals:
- appeals are addressed to state authorities and local self-government bodies, enterprises, institutions, organizations regardless of the form of ownership, citizens’ associations or officials whose authority is to resolve the issues raised;
- the citizen’s surname, first name, patronymic, place of residence must be specified in the application;
- the essence of the raised issue, remark, proposal, statement or complaint, request or demand is outlined;
- the written appeal must be signed by the applicant(s) and dated.
An application made without complying with these requirements shall be returned to the applicant with relevant explanations no later than ten days after its receipt.
It is worth noting that a written application without indicating the place of residence, not signed by the author (authors), as well as one from which it is impossible to establish authorship, is recognized as anonymous and is not subject to consideration.
Repeated appeals by the same body from the same citizen on the same issue, if the first one has been decided on merits, as well as appeals by persons recognized by the court as incompetent, are also not considered.
In addition, if the issues raised in an appeal received by a body of state power, local self-government, enterprises, institutions, organizations regardless of the form of ownership, associations of citizens or officials are not within their powers, such an appeal within a period of no more than days, it is forwarded by them to the appropriate body or official, which is notified to the citizen who submitted the appeal.
The representative of the supplier, who registers the appeal/complaint/claim, is obliged, at the request of the consumer, to inform about the assignment of the registration number of the appeal by:
- notification of the registration number of the appeal/complaint/claim to the consumer at
- personal application by the consumer immediately after registration;
- sending an email to the consumer’s email address;
- verbal message when making a phone call.
With regard to the terms of consideration of appeals, the Law establishes that they are considered and decided within a period of no more than one month from the day of their receipt, and those that do not require additional study – immediately, but no later than fifteen days from the day of their receipt. If it is impossible to resolve the issues raised in the appeal within a month, the head of the relevant body, enterprise, institution, organization or his deputy shall set the necessary deadline for its consideration, which shall be notified to the person who submitted the appeal. At the same time, the total term for solving the issues raised in the appeal cannot exceed forty-five days.
Upon a substantiated written request of a citizen, the review period may be shortened from the period established by the Law.
The law stipulates that bodies of state power, local self-government, enterprises, institutions, organizations regardless of the form of ownership, associations of citizens, and officials consider appeals from citizens without charging a fee for this.
In addition, the Law prohibits refusal to accept and consider an appeal based on a citizen’s political views, party affiliation, gender, age, religion, and nationality.
If a citizen has not received a response to his appeal, he has the right to appeal in court decisions, actions or inaction of state authorities, local self-government bodies, officials and officials in accordance with Article 55 of the Constitution of Ukraine.
You can submit your suggestions, complaints, claims, as well as notifications about the threat of electrical safety:
- in writing at the address: Ukraine, 01033, city of Kyiv, str. Zhilyanska, building 30A, room 57
- in electronic form to e-mail: energompany@ukr.net
- by phone for consumer inquiries: +380 (97)-508-31-79
After processing the information on appeals, our specialist will contact you in the near future