Below is a brief summary of the main rights and obligations of consumers and the supplier. The full list is defined by the Laws of Ukraine “On the Electricity Market” and “On the Natural Gas Market”, the Retail Electricity Market Rules, the Natural Gas Supply Rules and the supply contract.
Consumer rights
- freely choose a supplier and a commercial offer, and change supplier in accordance with the established procedure
- receive electricity or natural gas of proper quality in the volumes specified by the contract
- receive full and clear information on contract terms, prices and settlements
- be notified in advance of changes in prices and contract terms
- submit complaints and requests and receive a reasoned reply within the set time limits
- receive compensation for breaches of guaranteed service quality standards
- apply to NEURC (the National Energy and Utilities Regulatory Commission) or to court if a dispute cannot be settled
Consumer obligations
- pay for supplied energy on time and in full under the contract
- comply with the terms of the contract and safe-use requirements
- keep metering equipment in good order and report its malfunction, as well as any change of details or contact data
- perform other obligations provided for by the contract and legislation
Supplier obligations
- supply in accordance with the contract terms and legal requirements
- publish on the website the contract, supply terms, current prices and other mandatory information
- review appeals and complaints within the set time limits
- give advance notice of changes in prices and supply terms
- observe service quality standards and pay compensation in the cases provided for
- ensure the protection of consumers’ personal data
Where to go if your rights are violated: first, in writing to the supplier (Complaints and appeals). If the issue is not resolved — to NEURC or to court.