This app provides for the possibility of lodging complaints against service providers for poorly provided electricity and gas supply services.
Consumers’ complaints and claims for compensation for poorly provided electricity and gas supply services will be sent to the official e-mail addresses of the licensees from the e-mail address: firstname.lastname@example.org, sender's name: Energy Online App.
According to the Law of Ukraine “On Citizens' Appeals”, an appeal may be oral or written. Written appeal can also be sent using the Internet, means of electronic communications (e-mail). Duly executed and filed appeals are subject to mandatory processing and consideration.
Thus, citizens’ complaints and appeals that will be received by the NEURC’s licensees at e-mail addresses from Energy Online Map should be considered within the time limits and in accordance with the requirements of the Law of Ukraine “On Citizens' Appeals”.
At the same time, failure to provide consumers with replies to the complaints and appeals so received will be considered by the NEURC as non-compliance with the minimum standards and requirements for the quality of energy services provided to consumers.
The NERC, by its letter No. 2612/15/7-19 dated 11 March 2019, drew the licensees’ attention to the strict observance of the requirements of Ukrainian legislation, a more conscientious and responsible attitude towards consumers, the need to improve service provision and communication with consumers, in particular, concerning quality consideration of applications, complaints, etc., including those sent via Energy Online App.
If you have any questions concerning technical support of the mobile application or any comments or suggestions, please feel free to contact us via email: email@example.com.