If you want to submit a complaint with URSO, either in the form of an alternative dispute resolution or only in the form of a claim (in case you are not sure about your rights and obligations as a consumer), it is advisable to have the previous correspondence with your energy supplier/distributor documented. The submission must be preceded by a completed complaint in accordance with the complaint procedure of your energy supplier/distributor. URSO shall subsequently assess whether the complaint has been dealt with correctly and whether all the relevant facts have been considered.
- Follow the complaint procedure of your energy supplier/distributor (by letter, e-mail, in person at the consumer center, or by telephone) and wait till it is processed.
- If you are not satisfied with the handling of the complaint, find out which supervisory body you can contact in your case. (What is the competence of URSO in consumer protection? and What is outside URSO competences? )
- Describe your case in chronological order and note all important dates and deadlines.
- State the reason of submitting your complaint and the remedy you wish to achieve.
- Please use the form provided on our website here: submitting a complaint or, where appropriate, submitting a proposal for an alternative dispute resolution.
Contacts
In regard of the complaint you have against your energy supplier/distributor (or several regulated entities), you can contact URSO in three ways:
- by letter to the following address: Úrad pre reguláciu sieťových odvetví, Tomášikova 28C, 821 01 Bratislava 3
- by e-mail to: spotrebitel@urso.gov.sk
- by filling in the form directly on URSO website.