Energy and Water services Regulatory Commission

ERC has the legal competencies to act and decide on complaints submitted by:

1. The users of the systems for transmission and distribution of electricity, natural gas and heat:

• Against the acts of the relevant operators which refuse the access or the connection to the relevant system or against the acts determining the amount of the fee and other conditions for joining or
• Due to damages caused by limitation or interruption of the electricity, natural gas and heat supply from and in the systems for transmission or distribution of electricity or natural gas.

2. Consumers against suppliers who have an obligation to provide public or universal service, as well as against suppliers of the last resort in connection with:

• Quality of supply,
• Limiting or disabling the right to switch supplier,
• Calculation of the consumed energy and the bill amount,

ERC decides on these complaints only in cases when the complainant used all means for exercising his right through the procedures established by the energy service providers. The Law on General Administrative Procedure is appropriately applied in the decision-making process.

The decisions of ERC adopted in these procedures are final and an administrative dispute can be initiated against them.

In addition, the ERC decides procedures for resolving disputes arising from the breach of contracts between energy service providers, energy service providers, and consumers, as well as the operators of transmission and distribution systems and the users of those systems when agreed upon by the contracting parties.

Each party in the dispute may, before ERC announces its decision, renounce the procedure and request the dispute to be resolved in another way.

Decisions adopted in the dispute settlement procedure shall be deemed valid.