Information for consumers

General supply conditions, rights and obligations of the consumer and the supplier of natural gas.

EGT.TRADING LLC supplies natural gas to consumers within Ukraine on the basis of a NEURC license and in compliance with the Law of Ukraine “On the Natural Gas Market”, the Natural Gas Supply Rules (NEURC Resolution No. 2496), and the Licensing Conditions for Conducting Economic Activity in the Natural Gas Market (NEURC Resolution No. 201).

Consumer rights

The rights and obligations of the natural gas consumer are exercised in accordance with Article 13 of the Law of Ukraine “On the Natural Gas Market” and the Natural Gas Supply Rules, approved by NEURC Resolution No. 2496.

A non-household consumer has the right, in particular, to:

  1. the free choice of supplier;

  2. the free change of supplier, except in the cases provided for in the second paragraph of part one of Article 14 of the Law of Ukraine “On the Natural Gas Market”;

  3. receive information about the general supply conditions (including prices), the rights and obligations of the supplier and the consumer, the laws governing the relations between the supplier and the consumer, and available pre-trial dispute resolution methods;

  4. receive natural gas of due quality and quantity, the physical and chemical parameters of which comply with the established norms, in accordance with the contracts concluded, except in cases of suspension (restriction) of natural gas supply in accordance with the requirements of legislation and contractual terms;

  5. free receipt of information about the volumes and other indicators of own natural gas consumption;

  6. early termination of the supply contract if the supplier has notified the consumer of the intention to amend the supply contract in respect of supply terms and the new conditions are unacceptable to the consumer;

  7. the simultaneous conclusion of several natural gas supply contracts if its annual natural gas consumption volume exceeds 30 million cubic metres;

  8. free receipt of information on the supplier’s natural gas prices and the procedure for payment;

  9. independently suspend (restrict) the consumption of natural gas for own needs in compliance with applicable law, with written notice to all natural gas market participants with whom relevant contracts are concluded;

  10. demand the resumption of natural gas supply, in the established manner, after the elimination of violations and the compensation of payment for disconnection and connection services, if the gas supply was suspended without the dissolution of the natural gas supply contract;

— other rights provided for by applicable law.

Consumer obligations

A non-household consumer is obliged, in particular, to:

  1. conclude a natural gas supply contract;

  2. ensure timely and full payment for the cost of natural gas under the supply contract terms;

  3. not allow unauthorised offtake of natural gas;

  4. provide unobstructed access for authorised representatives of the gas transmission system operator and the gas distribution system operator to natural gas metering points and for the purpose of installing gas metering points;

  5. suspend (restrict) natural gas consumption in accordance with the requirements of the legislation and contractual terms;

  6. ensure compliance with the discipline of natural gas offtake (consumption) in volumes and on the conditions specified in the contracts;

  7. implement a set of measures aimed at preventing threats to life or injury, damage to equipment and products, and adverse environmental consequences in the event of receiving notice of suspension (restriction) of natural gas supply (distribution / transmission);

  8. independently restrict (suspend) the consumption of natural gas in case of:

    • violation of payment terms under the natural gas supply contract;
    • the absence or insufficiency of the confirmed volume of natural gas allocated to the consumer;
    • exceeding the daily norm and/or the monthly confirmed volume of natural gas without coordination with the supplier;
    • the absence of a concluded natural gas supply contract;

  9. in the event of violation or non-fulfilment of its obligations, the consumer is liable in accordance with the law.

Supplier rights

In accordance with the Natural Gas Supply Rules approved by NEURC Resolution No. 2496 and the Model Contract for the Supply of Natural Gas to Household Consumers, approved by NEURC Resolution No. 2500:

The natural gas supplier has the right to:

  1. receive payment from the consumer for the natural gas supplied;

  2. verify the correctness of the consumer’s payment documents;

  3. initiate the suspension of the supply of natural gas to the consumer in the manner and on the conditions specified in the supply contract and applicable law;

  4. carry out, together with the consumer, the reconciliation of actually consumed natural gas volumes with the signing of the corresponding act;

  5. recover damages from the consumer incurred by the supplier due to the consumer’s non-fulfilment or improper fulfilment of its obligations;

  6. conclude a natural gas supply contract with any consumer and, in the absence of overdue debt to the existing supplier, supply natural gas to the consumer in the period following the period of supply by the existing supplier;

  7. unobstructed access (upon presentation of an official ID) to the consumer’s commercial natural gas metering points for reconciliation of actual natural gas consumption data;

  8. full and accurate information from the consumer with whom a supply contract has been concluded regarding natural gas consumption modes;

  9. other rights provided for by applicable regulatory acts.

Supplier obligations

The natural gas supplier undertakes to:

  1. provide uninterrupted natural gas supply in the manner and on the conditions provided for in the supply contract;

  2. ensure proper quality of natural gas supply services in accordance with the requirements of applicable law and the supply contract;

  3. calculate and issue invoices to the consumer for the natural gas supplied in accordance with the requirements of the supply contract;

  4. provide household consumers with the information provided for by the Law of Ukraine “On Specifics of Access to Information in the Areas of Electricity, Natural Gas, Heating, Centralised Hot-Water Supply, Centralised Drinking Water Supply and Sewerage”, in particular concerning the price of natural gas, the procedure for payment for consumed natural gas, the rights and obligations of the household consumer, and data on actual charges. No additional costs for the provision of information are charged to the household consumer;

  5. publish on the website (and, in cases provided for by law, in the mass media) detailed information on changes in the price of natural gas five days before its entry into force;

  6. issue payment booklets with bill forms, payment documents and appeal forms to the consumer free of charge;

  7. review claims of household consumers regarding charges for consumed natural gas in the established manner;

  8. properly organise its own work to enable the receipt and processing of the consumer’s appeal on issues related to the performance of the supply contract;

  9. accept payment for services rendered by any of the methods provided for in the supply contract;

  10. compensate damages incurred by the consumer in the event of non-fulfilment or improper fulfilment by the supplier of its obligations under the supply contract;

  11. inform the consumer of the conditions of guaranteed natural gas supply by the supplier on which special obligations to supply natural gas to household consumers have been imposed in the manner established by law;

  12. ensure the confidentiality of data received from the consumer;

  13. within three days of the date when the supplier became aware of the inability to continue supplying natural gas to the consumer, inform the consumer of the right to:

  • choose another supplier and the consequences of failing to do so;
  • switch to a supplier on which special obligations have been imposed in the established manner (where one is available), which may not refuse to conclude a natural gas supply contract with the consumer;
  • compensation of damages caused by the inability to further perform the supplier’s obligations under the supply contract;

  1. submit all necessary documents to confirm to the gas transmission system operator the volume of natural gas required by the consumer, provided that the consumer has fulfilled its own obligations to the supplier;

  2. timely notify the consumer if the supplier is in the process of liquidation or recognition as bankrupt, or if the supplier is undergoing the procedure of suspension/cancellation of its license;

  3. comply with the minimum standards and requirements for the quality of natural gas consumer services;

  4. create contact points for providing information to household consumers;

  5. provide the household consumer with a final invoice after a change of supplier or termination of the natural gas supply contract for household consumers no later than six weeks after such change or termination;

  6. notify the consumer of the intention to amend the terms of the natural gas supply contract no less than 30 days before the planned entry into force of such changes (except for the price of natural gas, if it is set for the supplier by the relevant State authorities); the consumer must be informed of the right to refuse the proposed changes;

  7. perform other obligations imposed on the supplier by applicable law and/or the supply contract.

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