The framework procedure regarding the obligation of electricity and natural gas suppliers to resolve complaints from end customers (approved by ANRE Order no. 16/2015) aims to ensure a unitary, simple and transparent framework and a high standard of complaint resolution. It establishes the stages regarding the receipt, registration, analysis, establishment of measures and resolution of complaints regarding the supply activity in the field of electricity and natural gas.

The procedure includes the way of managing any complaint addressed through a notification, claim, petition or any other form, defined as an expression of dissatisfaction of end customers, addressed to electricity and natural gas suppliers, regarding the activities provided by them, to which an explicit or implicit response or resolution is expected.

FRAMEWORK PROCEDURE FOR RESOLVING END CUSTOMER COMPLAINTS