Automatic Refunds for Utility Services
The Cabinet of Ministers of Ukraine has adopted a resolution mandating automatic refunds for utility services that were not provided or were of inadequate quality. This rule comes into force upon its official publication and will be applied starting January 1, 2026. The Ministry for Communities, Territories and Infrastructure Development prepared this decision, taking into account the consequences of mass shelling, particularly in January 2026. This policy is a significant consumer protection measure in a country where critical infrastructure is often a target during conflict.
Obligations for Utility Providers
The resolution obliges utility providers to independently recalculate and refund payments for services that were not provided, were partially provided, or were of substandard quality. This applies to:
- heating and water supply services;
- household waste removal.
Service providers must record, for each apartment building, the number of days services were absent or of poor quality. No charges will be applied for days when services were unavailable due to the aftermath of shelling or accidents.
Currently, restoration work is ongoing in the capital, with heat being restored to approximately 250 more buildings. Following the latest mass shelling, residents of nearly 6,000 high-rise buildings in the capital were left without heating, some of them twice. The cost of services will be recalculated for the entire period of non-provision, partial provision, or poor quality, and the results of this recalculation will automatically appear in the following month's utility bills—without any need for consumer requests.
This resolution is a crucial step in protecting the rights of utility consumers, especially under conditions where mass shelling significantly impacts the quality and availability of these essential services.
The automated calculation and refund process will simplify procedures for residents who have endured hardships and ensure more transparent management of communal finances. The implementation of this initiative aims not only to improve service quality but also to increase the accountability of utility providers.