PROCEDURES FOR COMPLAINTS

• What are the procedures to follow to make a complaint?
• When is a complaint declared inadmissible?
• What is the course of a complaint?
• If a client does not agree with the resolution issued, what can he/she do?
• What is OSINERG?

What are the procedures to follow to make a complaint?

In conformance with resolution 180-98-OS/CD, the client can complain verbally, in writing or by telephone previous submission of the following admissibility requirements:

1. User identification. 
2. Supply number. 
3. Address to which notices can be sent. 
4. The list of demands that includes a clear and concrete determination of what is being demanded. 
   Means of proof. 
5. Signature of user, attorney or representative, whatever the case may be, enclosing a copy of the corresponding power of attorney. 
6. Place and date. 

The company has three working days as of the day of the reception of the complaint to inform the user of any omission. Then, the user has three working days for rectification.

When is a complaint declared inadmissible?

The complaint will be declared inadmissible when:

1. The complaining party does not show interest or legitimacy in his/her actions. 
2. There is no connection between the facts and the list of demands. 
3. The list of demands is legally or physically impossible. 
4. The dealer has no competency to find a solution. 

What is the course of a complaint?

1. Once the complaint has been filed, the Dealer will evaluate it. If it is considered as admissible and legitimate, a preliminary investigation of the facts will be ordered for a term of 8 working days.
2. The company will notify the user, and will summon him/her to a hearing, which will be held within at least 5 working days. Two dates, 2 days apart from each, will be set.
3. A minute containing the agreement and how it will be complied with will be signed. Should a settlement not be reached, the company will have 30 days as of the filing of the complaint to issue a resolution.

If a client does not agree with the resolution issued, what can he/she do?
If a client does not agree with the resolution, he/she may submit the following challenging resources: 

1. Remedy of reconsideration: It must be submitted during a term of 15 working days following the resolution notification date, after which the company will have 30 days to issue a new resolution. New evidence must support this remedy.
2. Remedy of appeal: Should the remedy of reconsideration be declared partially or totally inadmissible, the user will have 15 working days following the notification date to submit a remedy of appeal. The Dealer has 5 working days as of the submission of said remedy to present the claim to OSINERG to obtain resolution at a second instance.

What is OSINERG?
It is the Supervising Body of Energy Investment in charge of overseeing electrical companies.

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