Consideration of complaints and settlement of disputes by the Regulator

The Regulator considers Consumer complaints in accordance with the Law of Ukraine "On Appeals of Citizens". The resolution of disputes arising between business entities operating in the fields of energy and communal services is carried out in accordance with the procedure approved by the Regulator.

During the consideration of complaints and the resolution of disputes, the Regulator has the right to demand from business entities operating in the fields of energy and communal services, copies of documents, explanations and other information necessary to establish the actual circumstances of the case and settle disputes.

Before making a decision on the merits of a disputed issue, the Regulator may conduct preliminary hearings with the involvement of interested parties and, if necessary, conduct unscheduled inspections. The procedure for holding preliminary hearings is determined by the Regulator.

Based on the results of the complaint review and dispute resolution, the Regulator makes a decision on:

- termination of the violation of legislation in the relevant field by a business entity operating in the field of energy and communal services;

- termination of violation of license terms by a business entity operating in the fields of energy and utility services;

- imposition of a fine on a business entity operating in the fields of energy and communal services, in accordance with the established procedure;

- termination of consideration of the applicant's appeal.

The decision of the Regulator is provided to the business entity operating in the fields of energy and communal services by sending or handing it to a receipt. The decision made by the Regulator during the pre-trial review of the dispute is binding on the parties to the dispute and may be appealed in court.

Appealing to the NKREKP or its territorial subdivision does not deprive the Consumer of the right to resolve the dispute in court.

Also, on matters of compliance with the requirements of legislation in the field of energy, the Consumer can contact:

- State Inspection for Energy Supervision of Ukraine;

- Antimonopoly Committee of Ukraine.

Settlement of disputes regarding electricity issues

All disputes and controversies arising from the interpretation and application of the Agreement on the supply of electricity to the consumer or related to it, as well as other disputes that may arise in the relationship between "ELEKTRO PARTNERS" LLC (hereinafter - the Electricity Supplier) and the Consumer, are resolved by conducting negotiations in a fair and expeditious manner.

The electricity supplier undertakes to consider complaints received from Consumers and to report on the results of their consideration within one month.

In the event of failure to reach an agreement through negotiations, disputes may be referred for resolution to the commercial courts of Ukraine in accordance with the jurisdiction and sub-department established by the current legislation of Ukraine, and considered in accordance with the current legislation of Ukraine.

The consumer also has the right to apply for dispute resolution to the National Commission for State Regulation in the Energy and Utilities Sector (hereinafter referred to as the Regulator) in accordance with Article 21 of the Law of Ukraine "On the National Commission for State Regulation in the Energy and Utilities Sector" services" and in accordance with the terms of the contract and the current legislation of Ukraine - contact details for appeals are given at this link.

The regulator ensures the protection of the rights and legal interests of consumers of goods (services) produced (provided) by business entities operating in the fields of energy and utility services, consideration of appeals from such consumers and settlement of disputes, providing clarifications on the application of regulatory and legal acts of the Regulator.

Consideration of appeals, complaints and claims regarding the quality of electricity supply and notifications of electrical safety threats should be submitted to the consumer service center located at the postal address: 001014, Ukraine, Kyiv, str. Zvirynetska, building 63, or electronically by sending a request to the email address elektropartners@ukr.net.