Settlement of disputes
All disputes and disputes arising from the interpretation and application of the Electricity Supply Contract or in connection with it, the quality of electrical supply or the threat of electrical safety, as well as other disputes that may arise in the interaction between the supplier and the consumer, are resolved through negotiations. in a transparent, just and fast way. The supplier is obliged to consider all complaints received from consumers and to inform about the results of their consideration within one month.
Dispute Resolution Officer: b>
Director of "Eurovision Energy of Ukraine" Ltd: Naumenko Vyacheslav Vasilievich
Location: b> Ukraine, Kyiv, Klevsky descent, d. 7, of. 39/2
Email: b> firstname.lastname@example.org
Phone: b> +38 (044) 281 23 23
Hours: b> Mon-Fri from 09:00 to 18:00
In case of failure to reach an agreement by negotiation, the consumer has the right to submit a petition for resolution of the dispute to the National Commission that carries out state regulation in the fields of energy and utilities (hereinafter - the Regulator) in accordance with Article 21 of the Law of Ukraine "On the National Commission that carries out the state regulation in the fields of energy and utilities "and / or transfer the dispute to the court for review in accordance with the current legislation of Ukraine.
Regulator Functions and Powers b>
The regulator ensures the protection of the rights and legitimate interests of consumers of goods (services) produced (provided) by entities conducting activities in the fields of energy and utilities, consideration of appeals of such consumers and settling disputes, providing explanations on the application of normative- regulatory acts of the Regulator;
Complaints and Disputes Settlement b>
The regulator considers consumer complaints regarding violation of their rights and interests by economic entities engaged in energy and utilities, as well as resolving disputes between entities operating in the energy and utilities sectors in matters concerning :
1) access / connection to electric, heat and gas networks, oil and product pipelines, centralized water supply and drainage networks;
2) observance of licensing conditions by economic entities;
3) the quality of goods and services provided to consumers in the fields of energy and utilities;
4) other issues, the consideration of which is regulated by the law.
The Regulator reviews consumer complaints b> in accordance with the Law of Ukraine "On Citizens' Appeals". Settlement of disputes between economic entities engaged in energy and utilities services is carried out in accordance with the procedure approved by the Regulator.
In the process of handling complaints, resolving disputes, the Regulator has the right b> to require from business entities operating in the energy and utilities sectors copies of documents, explanations and other information necessary to establish the actual circumstances of the case and the settlement disputes
Prior to making a decision b> on the substance of the disputed issue, the Regulator may hold preliminary hearings with the involvement of interested parties and, if necessary, carry out unscheduled inspections. The procedure for conducting preliminary hearings is determined by the Regulator.
Based on the review of the complaint b>, dispute resolution The Regulator decides on:
1) termination of violation by a business entity that carries out activities in the field of energy and utilities, legislation in the relevant field;
2) termination of a violation by a business entity that carries out activities in the spheres
energy and utilities, licensing conditions;
3) imposition of a fine on a business entity that carries out activities in the fields of energy and utilities in accordance with the established procedure;
4) termination of consideration of the application of the applicant.
The regulator's decision is given to the entity operating in the energy and utilities sectors by sending or submitting a receipt. The decision taken by the Regulator during the pre-trial consideration of the dispute is binding on the parties to the dispute and may be appealed in court.