Consumer Dispute Resolution by the Energy Regulatory Office
According to the Energy Act (§ 11q), the consumer is entitled from 01.07.2022 to submit a proposal to the ERO for dispute resolution regarding the fulfillment of obligations from an intermediation contract in energy sectors. Within the resolution of this dispute, the procedure is according to the Consumer Protection Act (Part Four), where the goal of out-of-court dispute resolution is to reach an agreement between the consumer and the intermediary. If no agreement is reached, a binding decision is not issued.
Service Description
Out-of-court settlement of consumer disputes (hereinafter also "ADR") offers consumers a fast and accessible way to resolve disputes. In the energy sector, a consumer dispute is exclusively disputes arising from a contract for the provision of services relating to the supply of electricity, gas, thermal energy or their distribution. Typically, this is a contract for bundled services of electricity or gas supply, or a contract for the supply of thermal energy.
This concerns you if:
You have a consumer dispute with a license holder regarding the fulfillment of obligations from contracts relating to the supply or distribution of electricity, gas or thermal energy, and you have not managed to resolve this dispute directly with this license holder.
What is the benefit of the service?
Using out-of-court settlement of consumer disputes, you can defend your consumer rights in a way that is faster and less costly than court proceedings.
When to use the service
You can use the service at any time if you have a dispute with a supplier from the energy sector.
In the energy sector, a consumer dispute is exclusively disputes arising from a contract for the provision of services, the subject of which is the supply of electricity, gas, thermal energy or their distribution.
Service Processing
Electronically
What you need if you use the service
Information on out-of-court dispute resolution within the competence of the Energy Regulatory Office can be found on its website, in the Out-of-court dispute resolution section.
In the proposal for initiation of out-of-court settlement of a consumer dispute, state:
- who and what the proposal concerns,
- what specifically you demand,
- handwritten signature,
- attachments (all documents related to the problem must be attached to the submission).
Tip: the proposal should be marked as "proposal for decision of a consumer dispute".
Where and how to use the service
Send the proposal to the Energy Regulatory Office:
- to the data box of the Energy Regulatory Office ID: eeuaau7
- by e-mail with a guaranteed electronic signature to the address: podatelna@eru.cz
The proposal should be marked as "proposal for decision of a consumer dispute".
In person or by Mail
What you need if you use the service
In the proposal for initiation of out-of-court settlement of a consumer dispute, state:
- who and what the proposal concerns,
- what specifically the petitioner demands,
- handwritten signature,
- All documents related to the problem must be attached to the submission.
The proposal should be marked as "proposal for decision of a consumer dispute".
Where and how to use the service
Send the proposal for decision of a consumer dispute to the Energy Regulatory Office:
address: Masarykovo nám. 5, 586 01 Jihlava, dispute proceedings department
Mark the proposal as "proposal for decision of a consumer dispute".
Additional Information
Legislation
- Act No. 500/2004 Coll. Administrative Procedure Code §43, 44, 45, 66, 67 )
- Act No. 500/2004 Coll. Administrative Procedure Code §152 para. 1, 2)
- Act No. 634/1992 Coll. Consumer Protection Act §20k para. 1,3,4,5)
- Act No. 500/2004 Coll. Administrative Procedure Code §37 para. 2, 4)
- Act No. 458/2000 Coll. Act on Business Conditions and Public Administration in Energy Sectors and on Amendment to Other Laws (Energy Act) §96 para. 2)
- Act No. 458/2000 Coll. Act on Business Conditions and Public Administration in Energy Sectors and on Amendment to Other Laws (Energy Act) §17 para. 7, letter e)
- Act No. 634/1992 Coll. Consumer Protection Act §20i, 20j)
- Act No. 634/1992 Coll. Consumer Protection Act §20e, letter c)
- Act No. 500/2004 Coll. Administrative Procedure Code §141 para. 2, 7, 8 ,9)
Appeal Options
Against the decision of the Energy Regulatory Office on out-of-court settlement of a consumer dispute, you can file an appeal, which will be decided by the Council of the Energy Regulatory Office.
You can also appeal according to the procedures determined by the following legal regulations:
Language of proceedings
Czech language, Slovak language