Dispute resolution

Dispute resolution procedure

All disputes and disagreements that may arise regarding the interpretation and application of the natural gas supply contract or in connection with it shall be resolved by the parties through negotiations and consultations in accordance with the Natural Gas Supply Rules approved by NEURC Resolution No. 2496.

If the parties fail to reach agreement during negotiations and consultations, the dispute is referred to the natural gas market Regulator under the Law of Ukraine “On the National Energy and Utilities Regulatory Commission” and/or referred to court in accordance with applicable Ukrainian legislation.

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 and claims

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 facility to which the goods are supplied (the service is provided, or distribution is carried out);

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 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