Key Customers Rights

The supply contract must not contain dishonest conditions, that is, provisions that cause a significant imbalance in the rights and obligations between the contracting parties, which may be detrimental to the consumers.

In particular, the provisions that lead to:

1. temporary interruption in the supply or termination of the supply contract, if the customer violated the provisions of another contract concluded with the supplier or with a supplier-related company,
2. avoiding or limiting the performance of contractual services, to the detriment of the consumer,
3. disabling the use of agreed bonuses and discounts by conditionalizing the consumer to extend the contract after the expiration of the deadline for which it is concluded, and
4. collection of services that the supplier offers, which are not agreed or requested by the consumer.

Furthermore, the consumer has the right:

1. to withdraw from the contract based on information from the supplier to change the contractual terms,
2. several possible ways of delivering the invoices at no additional cost,
3. be informed of any change in the final price paid, due to a change in the prices of electricity or tariffs for regulated energy activities contained in the price,
4. clear and precise information on the measured quantities of electricity in the invoice, in a way understandable and accessible to him,
5. the choice of multiple payment methods, for which the consumer's costs for the implementation of the chosen payment method should also be shown,
6. on non-discriminatory treatment by the supplier in the case living in a remote area,
7. regular and accurate notifications of real consumption and electricity costs, which enable the management of their consumption,
8. switching supplier in a transparent and non-discriminatory manner, at no cost and within a period not longer than three weeks from the date when he has submitted a request for change of supplier to the new supplier,
9. upon every switch of the supplier to receive a final invoice from the incumbent supplier for the final closure of the account within six weeks of the switch occurrence,
10. upon his requests, complaints, and objections to be effectively dealt with by the supplier and for the measures taken to receive a written explanation.

Prior to the conclusion of the contract, each supplier should provide the customer in a timely manner with a copy of the customer reminder, containing practical information on consumer rights presented in a clear and unambiguous manner that will not cause confusion with the consumer and will not mislead him when choosing to conclude or to terminate or extend the existing supply contract.