According to a report published this Monday, the Energy Regulatory Authority (ERSE) recorded 4,304 complaints in the third quarter, down 875 from the previous quarter. In most cases, companies respond within the legal time frame, because if they fail to do so, they will have to compensate consumers at least five euros.
This compensation is due to electricity and natural gas suppliers if they do not meet the expected deadline for responding to a complaint, which is 15 business days. Typically, customers are reimbursed for the cost of their next invoice.
Complaints submitted in the complaint books are sent to ERSE who, if the response does not satisfy the customer, may intervene to resolve the problems. More than 70% of complaints filed in recent quarters concern the electricity sector.
According to ERSE, invoicing, supply contracts and unfair commercial practices constitute the main issues complained about, accounting for 42.6% of the total complaints recorded in the third quarter.
Author: Raquel Oliveira
Source: CM Jornal
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