The 5 Steps to Complain:
 
  1. Any energy consumer may submit a written complaint to the EAC as a supplier and / or Distribution System Operator (GOC) regarding a alleged breach of its obligations, responsibilities and duties.
  2. The EAC, in its capacity as such, should consider the complaint within the deadline specified in the performance indices and inform the consumer of its decision or action on the complaint.
  3. The energy consumer is entitled, in the event that his complaint is not satisfied, from the decision of the EAC as a supplier and / or an ADC to submit a complaint for a second time within seven days from the date of notification of the decision.
  4. Only if the energy consumer following the above process is NOT satisfied by the EAC as a supplier and / or an ATC can submit a written complaint to CERA, which conducts an investigation and examines the complaint in accordance with the regulations in force.
  5. After consulting the EAC as a supplier and / or an ATC and after examining any objections from the consumer, CERA, after examining the data obtained from the investigation, issues a decision ordering the EAC as a supplier and / or an ATC to receive those Measures that CERA considers necessary to remedy the breach or to prevent a future infringement and finally inform the consumer.

For complaints, you can send a letter with your complaint or fill in the Submission Form.