Customer complaints are considered a top level indicator, which can contribute to monitoring markets from a customer perspective and identifying market malfunctioning. The present report, which focuses on the electricity and gas sectors, includes 15 recommendations on complaint handling, as well as a proposal for complaint classification, inspired by a draft classification published by the European Commission. ERGEG's draft advice aims to provide Member States and national regulators with an input on how to translate the new legal provisions on customer complaints in the 3rd Package into operational modalities.

In addition to views on the scope of the recommendations, we would also be interested in feedback on ERGEG’s proposal for complaint classification.

Interested parties are invited to submit comments by 2 December 2009 and these should be sent by e-mail to: consumers@ergeg.org.  

Following the end of the public consultation period, ERGEG will publish all comments and replies to questions received from stakeholders.  If a respondent would like ERGEG to treat their contribution with confidentiality then this must be explicitly mentioned in their reply. If possible, confidential information should be provided as a separate annex, so that the main document may be published. Unless marked as confidential, all responses will be published by placing them on the ERGEG website: http://www.energy-regulators.eu .  

Any questions relating to this document should in the first instance be directed to:

  Mrs. Fay Geitona
  CEER Secretary General
  Email: fay.geitona@ceer.eu
  Fax +32 2 788 73 50
  Tel. +32 2 788 73 30