The regulator considers consumer complaints in accordance with the Law of Ukraine "On Appeals of Citizens". The resolution of disputes arising between business entities operating in the fields of energy and communal services is carried out in accordance with the procedure approved by the Regulator.
During the consideration of complaints and resolution of disputes, the Regulator has the right to demand from business entities operating in the energy and utility sectors, copies of documents, explanations and other information necessary to establish the factual circumstances of the case and settle disputes.
Before making a decision on the merits of a disputed issue, the Regulator may conduct preliminary hearings with the involvement of interested parties and, if necessary, conduct unscheduled inspections. The procedure for holding preliminary hearings is determined by the Regulator.
Based on the results of the complaint review and dispute resolution, the Regulator makes a decision on:
termination of a violation by a business entity operating in the field of energy and utility services of legislation in the relevant field;
- termination of violation of license conditions by a business entity operating in the fields of energy and communal services;
- imposing a fine on a business entity that conducts activities in the fields of energy and communal services, in accordance with the established procedure;
- termination of consideration of the applicant's appeal.
The decision of the Regulator is provided to the economic entity conducting activities in the fields of energy and communal services by sending or handing over a receipt. The decision made by the Regulator during the pre-trial review of the dispute is binding on the parties to the dispute and may be appealed in court. Contacting NKREKP or its territorial subdivision does not deprive the Consumer of the right to resolve the dispute in court. Also, on matters of compliance with legislation in the field of energy, the Consumer can contact: State Inspection for Energy Supervision of Ukraine; Antimonopoly Committee of Ukraine.
Settlement of disputes regarding electricity issues
All disputes and controversies arising from the interpretation and application of the Agreement on the supply of electric energy to the consumer or related to it, as well as other disputes that may arise in the relationship Energy Exchange Solutions (hereinafter – EES) with the Consumer, are resolved by conducting negotiations in a fair and expeditious manner.
The electricity supplier undertakes to consider the complaints received from the Consumers and to report on the results of their consideration within one month. In case of failure to reach an agreement through negotiations, disputes may be referred for resolution to the commercial courts of Ukraine in accordance with the jurisdiction and sub-department established by the current legislation of Ukraine, and considered in accordance with the current legislation of Ukraine.
The consumer also has the right to apply for dispute resolution to the National Commission for State Regulation in the Energy and Utilities Sectors (hereinafter - Regulator) in accordance with Article 21 of the Law of Ukraine "On the National Commission Carrying Out State Regulation in the Fields of Energy and Communal Services" and in accordance with the terms of the contract and current legislation of Ukraine - contact data for appeals are given at this link.
The regulator ensures the protection of the rights and legitimate interests of consumers of goods (services) produced (provided) by business entities operating in the fields of energy and utility services, consideration of appeals from such consumers and settlement of disputes, providing clarifications on the application of regulatory of legal acts of the Regulator.
Contact person: General Director Oleg Oleksandrovych Platkov; tel.: +380666555800
Settlement of disputes regarding gas supply issues
All Disputes and disagreements that may arise regarding the interpretation and application of the Natural Gas Supply Agreement in or in connection with it, or other disputes that may arise during interaction between the Supplier and the Consumer will be resolved through negotiations and consultations. In case of impossibility of reaching an agreement between the Parties in the process of negotiations and consultations, the Parties have the right to apply for resolution of the dispute to the Regulator or its territorial division and/or refer the dispute to the commercial courts of Ukraine. Settlement of disputes by the Regulator or its territorial subdivision is carried out in accordance with the procedure approved by the Regulator. Addressing the regulator or its territorial subdivision does not deprive the Party of the right to resolve the dispute in court.
"Consideration of complaints and settlement of disputes by the Regulator of the Natural Gas Market in Ukraine (The National Commission, which carries out state regulation in the spheres of energy and communal services)
The consumer and the supplier are not limited in their right to apply to the Regulator of the natural gas market in Ukraine (the National Commission that carries out state regulation in the fields of energy and communal services) or its territorial subdivisions for relevant clarifications regarding the application of the Rules for the supply of natural gas and legal relations in the market natural gas. The regulator considers consumer complaints regarding the violation of their rights and interests by business entities operating in the energy and utility sectors, as well as resolves disputes arising between business entities operating in the energy and utility services spheres on issues:
access/connection to electric, heat and gas networks, oil and food pipelines, centralized water supply and drainage networks;
- observance of license conditions by business entities;
- the quality of goods and services provided to consumers in the fields of energy and communal services;
- other issues, consideration of which is attributed by law to the competence of the Regulator.
The regulator considers consumer complaints in accordance with the Law of Ukraine "On Citizen Appeals". During the consideration of complaints and the resolution of disputes, the Regulator has the right to demand from business entities operating in the fields of energy and communal services, copies of documents, explanations and other information necessary to establish the actual circumstances of the case and settle disputes. Before making a decision on the merits of a disputed issue, the Regulator may conduct preliminary hearings with the involvement of interested parties and, if necessary, conduct unscheduled inspections. Based on the results of the complaint review and dispute resolution, the Regulator makes a decision on:
termination of a violation by a business entity operating in the field of energy and utility services of legislation in the relevant field;
- termination of violation of license conditions by a business entity operating in the fields of energy and communal services;
- imposing a fine on a business entity that conducts activities in the fields of energy and communal services, in accordance with the established procedure;
- termination of consideration of the applicant's appeal.
The Regulator's decision is provided to the business entity operating in the fields of energy and communal services by sending or handing over a receipt. The decision made by the Regulator during the pre-trial review of the dispute is binding on the parties to the dispute and may be appealed in court. In case of failure to reach an agreement between the consumer and the supplier, disputed issues are resolved in accordance with the procedure established by the current legislation, including in court. In case of disputes, please contact:
Responsible person - General Director Oleg Oleksandrovych Platkov
tel.: 066-655-58-00 (Mon-Fri 9:00-15:00)
Email: office@ees.group
Working hours: Monday - Friday from 9:00 a.m. to 3:00 p.m.
Saturday, Sunday - weekend
