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Rights and support

Your rights and obligations

In line with current legislation and ANRE regulations.

Your rights as a consumer

  1. Do I have the right to continuous energy supply?

    Yes. You have the right to continuous and safe electricity supply at your consumption point. The supplier must ensure uninterrupted service, except for scheduled maintenance or emergencies.

  2. What information should I receive?

    You have the right to clear information about tariffs, bills and contractual conditions. This includes detailed billing breakdowns, tariff change notifications and transparent contractual terms.

  3. Can I freely switch supplier?

    Yes. You can switch supplier free of charge within a maximum of 21 days, without penalties or service interruptions. The process is guaranteed by ANRE regulations.

  4. How do I file a complaint?

    You can file complaints and will receive a response within 15 working days. If you are not satisfied with the response, you can escalate to ANRE within 30 days.

  5. How fast is reconnection after payment?

    Upon payment of debts, reconnection must occur within 24 hours of the request. This is a guaranteed right under consumer protection regulations.

  6. Will I be notified about planned interruptions?

    Yes. Any planned interruption must be announced at least 5 days in advance. Emergency interruptions should be communicated as soon as possible through available channels.

Obligations

What are my obligations as a customer?

  1. Payment of bills within the established term
  2. Ensuring access to the meter for readings and verification
  3. Correct transmission of meter readings
  4. Notification of any changes to personal data
  5. Compliance with contractual conditions
  6. No interference with metering equipment

What are the supplier's obligations?

  1. Continuous and quality energy supply
  2. Transparent and correct billing
  3. Prompt response to requests (max 15 days)
  4. Notice about tariff changes
  5. Reconnection within 24h after debt payment
  6. Compliance with ANRE quality standards

What is the complaint process?

  1. Contact the supplier

    File a complaint by email, phone or via the customer portal.

  2. Receive confirmation

    You'll receive confirmation and a registration number within 24h.

  3. Analysis and response

    We analyze and respond within a maximum of 15 working days.

  4. ANRE escalation

    If you're not satisfied, you can contact ANRE within 30 days.

Didn't find your answer? Contact us directly.

Contact supportANRE regulations