Dispute resolution

Dispute resolution procedure

All disputes and disagreements that may arise in the performance of an electricity supply contract are to be resolved by the parties through negotiations and consultations in accordance with the Retail Electricity Market Rules approved by NEURC Resolution No. 312 and other laws and by-laws.

If the parties fail to reach agreement through negotiations, the consumer has the right to address the Information and Consultation Centre for electricity consumers established by the supplier in accordance with the Regulations on the Information and Consultation Centre for electricity consumers, approved by Resolution No. 299 of the National Electricity Regulatory Commission of Ukraine of 12 March 2009, registered with the Ministry of Justice of Ukraine on 6 April 2009 under No. 308/16324 (as amended) (hereinafter — the ICC Regulations). When resolving disputes, the parties are guided by the dispute settlement procedure established by the RREMR and the ICC Regulations.

If the parties fail to reach agreement through negotiations, the consumer has the right to file an application for dispute resolution with the Regulator under the Law of Ukraine “On the National Energy and Utilities Regulatory Commission” or its territorial subdivision, and/or with the Energy Ombudsperson, the central executive body responsible for State policy formation in the area of supervision (control) in the electricity sector (or the body forming and implementing State policy in the electricity-power complex), or the Antimonopoly Committee of Ukraine.

Dispute settlement by the Regulator or its territorial subdivision is carried out under the procedure approved by the Regulator.

A consumer’s application to the Regulator or its territorial subdivision does not deprive the parties of the right to resolve the dispute in court.

A decision adopted by the Regulator in the course of pre-trial dispute review is binding on the participants and may be appealed in court.

Procedure for submission and review of consumer appeals, complaints, claims and notices of electricity-safety threats

The general principles of citizens’ right to appeal are set out in the Law of Ukraine “On Citizens’ Appeals”, which provides for the right to address public authorities, local self-government bodies, citizens’ associations, enterprises, institutions and organisations regardless of ownership form, the mass media, and officials within their functional duties, with comments, complaints and proposals concerning their statutory activities, with applications or petitions concerning the exercise of socio-economic, political and personal rights and lawful interests, and with complaints about violations thereof.

Under the Law, citizens’ appeals are written or oral proposals (comments), applications (petitions) and complaints.

Proposal (comment) — an appeal in which advice or a recommendation is given on the activities of public authorities and local self-government bodies, deputies at all levels and officials, and views are expressed on the regulation of social relations and conditions of citizens’ life, on improving the legal basis of public and civic life, and on socio-cultural and other areas of State and societal activity.

Application (petition) — an appeal in which citizens request assistance in exercising the rights and interests fixed by the Constitution and applicable law, or report violations of applicable law or shortcomings in the activities of enterprises, institutions and organisations regardless of ownership form, members of parliament, deputies of local councils and officials, or express views on improving such activities.

Complaint — an appeal demanding the restoration of rights and protection of the lawful interests of citizens that have been violated by the actions (inaction) or decisions of State authorities, local self-government bodies, enterprises, institutions, organisations, citizens’ associations or officials.

An appeal may be oral (stated by the citizen and recorded by an officer at a personal reception) or written, sent by post or delivered by the citizen in person or through an authorised representative. An appeal may be submitted by an individual person or by a group of persons (collective).

Requirements for an appeal

1. the appeal is addressed to public authorities and local self-government bodies, enterprises, institutions, organisations regardless of ownership form, citizens’ associations or officials competent to resolve the matters raised;

2. the appeal must specify:

   • the surname, first name, patronymic, and place of residence of the citizen (if the applicant is a natural person or sole proprietor);
   • the surname, first name, patronymic, position, name of the legal entity, and its location (if the applicant is a legal entity);

3. the address of the electricity-supply facility (the address of the facility to which the goods are supplied);

4. a statement of the matter, comment, proposal, application or complaint, request or demand;

5. a written appeal must be signed by the applicant(s) and dated;

6. an electronic appeal must also include an email address to which a reply may be sent, or details of other means of communication. Use of a qualified electronic signature for an electronic appeal is not required.

An appeal that does not comply with these requirements is returned to the applicant with relevant explanations no later than ten days from receipt.

Time limits for review of appeals

Appeals are reviewed and decided within a period of no more than one month from receipt; those not requiring additional review are dealt with without delay, but no later than fifteen days from receipt. If the issues raised cannot be resolved within a month, the head of the relevant body, enterprise, institution, or organisation, or their deputy, sets the period required for review and notifies the person who submitted the appeal. The total period for resolving issues raised in an appeal cannot exceed forty-five days.

On the citizen’s substantiated written request, the review period may be shortened from the statutory term. Appeals from citizens with statutory privileges are reviewed as a matter of priority.

Appeals are reviewed free of charge.

If a citizen has not received a reply to their appeal, under Article 55 of the Constitution of Ukraine they have the right to appeal in court the decisions, actions or inaction of public authorities, local self-government bodies, and officials.

How to submit a written or oral appeal / complaint / claim to EGT.TRADING LLC

A written appeal to the Company can be submitted in any of the following ways:

• sent by post;
• delivered to the Company in person at the indicated address;
• during a personal reception by the Company’s management;
• sent by email;
• by calling the contact persons (oral notice).

Responsible person

Director: Oksana Bobrovska

Registered address: Baida Vyshnevetskoho street, b. 37, office 405, Cherkasy, 18001, Ukraine

Mailing address: Baida Vyshnevetskoho street, b. 37, office 405, Cherkasy, 18001, Ukraine

Contact phone: +380 (95) 886-88-22

Working hours: Monday — Friday: 09:00 — 18:00; Saturday and Sunday — days off

Email: egt.trading.ua@gmail.com