SETTLEMENT MISUNDERSTANDINGS

• The provider is obliged to have end-user service centers where they can receive information and solve problems related to contracting, disconnection, reconnection, invoicing, etc.

• The supplier has the obligation to designate personnel with the right to decide for the examination of complaints and the resolution of end-consumer problems.

• The final consumer has several ways to solve problems with the supplier out of court.

1. Direct negotiations with the supplier:

• The first solution would be a direct discussion with the supplier to find an amicable solution. • It is recommended to keep the relevant documents related to the problem (invoices, complaints, responses from the supplier, etc.).

2. Mediation:

• Mediation is a process facilitated by an impartial mediator who helps the parties to the conflict to find a mutually acceptable solution. • There are organizations that offer free or affordable mediation services.

Reconciliation:

• Conciliation is similar to mediation, but with a more active involvement of the conciliator in finding the solution. • The conciliator can propose his own solutions, but the final decision belongs to the parties.

4. Complaints to the National Agency for Energy Regulation (ANRE):

• The final consumer can submit a complaint to ANRE if he was unable to resolve the problem with the supplier through other methods. • ANRE has the competence to investigate complaints and take the necessary measures to solve the problems.

5. Other ways:

• There are other ways to resolve disagreements/disputes out of court, such as: • Arbitration: a procedure similar to a court trial, but with a shorter duration and lower costs; • Ombudsman: an independent person who can investigate complaints and recommend solutions.

Recommendations:

• It is important that: • The final consumer should inform himself about his rights and the ways to resolve misunderstandings/litigations out of court; • The final consumer to choose the method of solving the problem that is most suitable for his situation; • The end consumer to keep all relevant documents related to the problem.