Energy Regulatory Office’s resolution of consumer disputes

Main information

Alternative dispute resolution (‘ADR’) for consumer disputes is a swift and affordable way for consumers to resolve their disputes. In the field of energy, consumer disputes are limited to disputes arising from electricity, gas and thermal energy supply or distribution service contracts. These are typically contracts for bundled electricity or gas supply services, or contracts for the supply of thermal energy.

This applies to you if

You find yourself in a consumer dispute with the licensee on the fulfilment of obligations under electricity, gas or thermal energy supply or distribution contracts, and you have been unable to resolve this dispute directly with the licensee.

When to use this service

You may draw on this service whenever you find yourself in a dispute with an energy-sector supplier.

In the field of energy, consumer disputes are limited to disputes arising from electricity, gas and thermal energy supply or distribution service contracts.

Service settlement

What you need if you are using this service

In the ADR application for your consumer dispute, indicate or provide the following:

• who and what the application concerns;
• what exactly you are seeking;
• your signature;
• attachments (all documents relating to the problem must be attached to your application).

Tip: label your application as a ‘consumer dispute resolution application’.

Information on ADR provided by the Energy Regulatory Office can be found in the Alternative Dispute Resolution section of its website.

Where and how to solve this service

Send the ADR application for your consumer dispute to the Energy Regulatory Office as follows:

Energy Regulatory Office

Additional information

What is the benefit of this service

ADR for consumer disputes is a faster and less costly way of exercising your consumer rights than judicial proceedings.

Appeal options

You may file an administrative appeal against the Energy Regulatory Office’s decision in ADR procedure. This appeal will be heard by the of the Board of the Energy Regulatory Office.