NERC has initiated large-scale inspections of gas suppliers: how to file a complaint against a supplier.

According to inkorr.com: If you have been unable to resolve an issue with your gas supplier or gas distribution company, and your official requests remain unanswered, Ukrainians have an effective mechanism to protect their rights.

This mechanism is an appeal to an independent arbiter, the National Commission for State Regulation in the Spheres of Energy and Public Utilities (NERC). The information resource 'GazPravda' has prepared video instructions on how to properly file a complaint and make gas suppliers comply with the law.

Many Ukrainians face difficulties in communication with gas companies: ignoring requests for recalculation, refusals to compensate losses, or delays in returning overpayments. When all attempts to negotiate personally are exhausted, the next step is a complaint to the national regulator.

"What to do if you cannot resolve the issue with gas suppliers regarding compensation for the damage caused, recalculation, and return of overpaid funds during direct communication? Your officially submitted complaint has been ignored for over a month or the response does not satisfy you? An independent competent body, namely NERC, should come to your aid," said 'GazPravda' host Irina Polotay.

What actions can NERC take?

The national regulator has broad powers to influence market participants. In response to a consumer complaint, NERC specialists can:

• Demand from gas suppliers or gas distribution operators (oblgas) copies of documents, explanations, and other information to establish the actual circumstances of the case.

• If there are sufficient grounds, conduct an on-site inspection of the company.

• Based on the inspection, impose fines on violators.

• As a last resort, suspend or even revoke the company's license to provide public services.

How to choose between oral and written forms of appeal?

Consumers can appeal to the regulator both orally and in writing, although these forms are intended for different situations.

• In person during citizen reception at the address: Kyiv, Brodskiy Family Street, 19.

• By calling the 'hotline': (044) 207-19-31.

Citizen reception and hotline operation take place on weekdays during business hours.

"A complaint is a type of appeal to the regulator in which the consumer demands compensation for damages caused by gas suppliers, recalculation of services provided, refund of overpayments, etc.," emphasizes 'GazPravda'.

The complaint should include documents that confirm the circumstances stated: photos of the meter, screenshots from the personal account, copies of invoices, acts of completed work, etc. A copy of the initial complaint to the gas company and their response must also be provided. If there was no response, this should be indicated in the text of the complaint.

How to submit a written complaint?

1. Paper version:

   • In person or through the submission box at NERC's office.

   • By mail to the address: Kyiv, Brodskiy Family Street, 19, postal code 03057. It is recommended to send it by registered letter with a description of the contents and delivery notification.

2. Electronic version:

   • To the official email: [email protected].

   • Through the special electronic form on the regulator's official website in the section 'For the public' -> 'Citizens' appeals'.

Review periods and reasons for refusal

According to the law, NERC must respond to appeals within one month. If the issue requires further consideration, the period may be extended to 45 days.

Reasons for which the regulator can refuse to consider an appeal include:

• Lack of the applicant's address or signature in the appeal.

• Existence of a valid court decision on the raised issue.

• The appeal contains insults, profanity, or calls that contradict the law.

• The issue is not within NERC's competence.

• The appeal is submitted by a person recognized as incapable by the court.

Thus, Ukrainian consumers have a clear algorithm for actions to protect their rights in conflicts with public utility suppliers.