Over 133,000 Ukrainians took advantage of Energy Online app and its services
Since DiXi Group launched Energy Online mobile app, almost 133,305 users took advantage of its services. The app’s rating in Google Play is 4.246 out of 5 possible points, based on votes by 1994 users.
Between March 2019 and September 2021, 4007 inquiries were placed via this app.
- 2670 utility bill recalculation requests;
- 416 applications for compensation;
- 921 reports of abuse.
Applications for compensation were placed for the total of 70,526 hryvnias.
Ukrainians complained via the mobile app the most often about incorrect billing (1066 complaints), service quality (332 complaints), collection and transmission of meter readings (279 complaints).
The largest number of applications and complaints was received from users in Kyiv and the Kyiv, Zaporizhia and Kharkiv Oblasts.
The largest number of inquiries was addressed to Kyiv Oblast Energy Supply Company LLC (383), Kharkivenergozbut PrJSC (178) and Zaporizhiaoblenergo LLC (117).
The procedure of reviewing complaints lodged via the mobile app is regulated by the Law on Public Inquiries and the letter No 2612/15/7-19 of the National Energy and Utilities Regulatory Commission (NEURC) of 11.03.2019 regarding review of consumer complaints and applications for compensation for poor-quality services in the electricity and gas supply sectors, placed with licensees via Energy Online mobile app.
If the company concerned fails to provide a response within the timeframe required by law, the NEURC has the right to inspect and penalize that company. The mobile app’s functions include the option of creating and lodging complaints with NEURC licensees, and repeated complaints with a copy to the NEURC using the form agreed with the energy regulator.
In addition, this app allows household consumers to compare price offers in the electricity and gas markets and evaluate services provided by the participants of these markets.
It is worth reminding that Energy Online mobile app was created to improve interaction among public authorities, NEURC licensees and energy consumers.
Technical support for the app is provided by DiXi Group under USAID’s Energy Sector Transparency project.
The content of this publication is the sole responsibility of DiXi Group, and it does not necessarily reflect the views of USAID or the United States Government.