How to Force a Gas Company to Compensate for Damages: An Instruction from the NERC

If direct communication with the gas supplier or local gas company does not resolve the issue, and your official claims remain unanswered, Ukrainian consumers have an effective mechanism to protect their rights.

This involves contacting an independent arbitrator - the National Commission for State Regulation in the Spheres of Energy and Public Utilities (NERC). The information resource 'GasPravda' has prepared a video instruction on how to properly file a complaint and force gas workers to comply with the law.

Many Ukrainians face communication problems with gas companies: ignoring requests for recalculation, refusing compensation for damages, or delaying refunds for overpayments. When all attempts to negotiate directly are exhausted, the next step should be a complaint to the national regulator.

«What to do if the issue with gas workers regarding compensation for damages inflicted on you, recalculation, and refund of overpaid funds cannot be resolved during direct communication? If your officially sent claim has been ignored for over a month or the response to it does not satisfy you? An independent competent body, specifically the NERC, should come to your aid,» explains the host of 'GasPravda' Iryna Polotay.

What Can NERC Do?

The national regulator has significant powers to influence market participants. In response to a consumer complaint, NERC specialists can:

• Request copies of documents, explanations, and other information from gas suppliers or gas distribution system operators (local gas companies) to establish the actual circumstances of the case.

• If there are sufficient grounds, conduct an on-site inspection of the company.

• Based on the inspection, impose penalties on violators.

• In extreme cases, suspend or even revoke the company’s license to provide public utility services.

Oral or Written Complaint: Which to Choose?

Consumers can contact the regulator orally or in writing, but these forms are intended for different situations.

are suitable for submitting proposals, comments, or obtaining consultations. This can be done:

• In person during citizen reception at: Kyiv, Brodskiy Family St, 19.

• By phone on the 'hotline': (044) 207-19-31.

The reception of citizens and the hotline work on weekdays during working hours.

are the tool for those cases when you require specific actions: compensation for damages, recalculation for services rendered, or return of funds.

«A complaint is a type of appeal to the regulator in which the consumer demands compensation for damages incurred from gas workers, recalculation of services provided, refund of overpaid funds, etc.», emphasizes 'GasPravda'.

A complaint must include documents that substantiate the circumstances outlined in it: photos of the meter, screenshots from your personal account, copies of receipts, acts of completed works, etc. A copy of your initial claim to the gas company and their response is a mandatory requirement. If there was no response, this should be explicitly stated in the text of the complaint.

How to Submit a Written Complaint?

1. Paper Option:

   • In person or through the mailbox for appeals at the NERC office.

   • By mail to: Kyiv, Brodskiy Family St, 19, postal index 03057. It is recommended to send by registered mail with a description of the contents and a delivery confirmation.

2. Electronic Option:

   • To the official email: [email protected].

   • Through a special electronic form on the official website of the regulator in the 'For Public' section -> 'Citizen Appeals'.

Review Period and Possible Reasons for Refusal

By law, NERC provides a response to the appeal within one month. If the matter requires additional study, the period may be extended to 45 days.

At the same time, there are grounds on which the regulator may refuse to consider the appeal. Among them:

• Absence of the applicant's address or signature in the appeal.

• An existing court decision regarding the raised issue.

• The appeal contains insults, foul language, or calls that contradict the law.

• The matter does not fall under the competence of NERC.

• The appeal is submitted by a person recognized by the court as incapacitated.

Thus, Ukrainian consumers have a clear and legislatively established algorithm of actions to protect their rights in disputes with public utility providers.

Summary: The article explains how Ukrainian consumers can protect their rights in the field of gas supply when problems arise with gas suppliers. It provides an instruction on how to properly file a complaint with the National Commission for State Regulation in this area (NERC). The possibilities and procedures that NERC can follow in resolving disputes between consumers and gas suppliers are discussed. The quality of information and documents attached to the complaint, as well as important details, are emphasized.