MEDREG and ECRB publish joint report on consumer complaint handling and disputes settlement procedures in the energy market

10 January 2019

The Association of Mediterranean Energy Regulators (MEDREG) and the Energy Community Regulatory Board (ECRB), representing Energy Regulators of the Mediterranean and the Eastern and Black Sea regions, joined forces to review the procedures available to energy consumers to handle complaints and settle disputes and proposed best practices.

This report maps out the current status and nature of complaint handling, dispute settlement and consumer awareness in the Eastern Europe and Mediterranean countries. It is accompanied by recommendations applicable to disputes between consumers and their providers. Based on a survey answered by 19 members from MEDREG and ECRB, the report reveals that regardless of the level of customers’ protection, consumers’ protection is gaining a growing interest.

As a next step, ECRB and MEDREG will seek to publicly discuss the findings of this report to bring the understanding of customers’ rights protection to the attention of high level stakeholders and ensure more accountable responses from the authorities.