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Energy Ombudsman to mediate between consumers and suppliers

The Greek Energy Ombudsman is a new service  to facilitate the resolution of disputes between consumers and suppliers.

The service goes in operation on Thursday, February 1, 2024, the Waste, Energy and Water Regulatory Authority announced today, Tuesday

The Energy Ombudsman mediates in order to facilitate the out-of-court resolution of disputes between consumers/customers of electricity or natural gas and suppliers/operators of electricity or natural gas networks.

The subject of energy mediation can be, for example, disputes over charges, clauses, the amount of consumption, the ambiguity of the bill, etc.

The submission of the consumer’s application for mediation is made through the ENOMOS (Energy Ombudsman Operating System) online platform developed by ERAEF for this purpose.

Conditions for submitting the mediation application are:

  • The previous submission of a complaint to the www.myrae.gr application which was unsuccessful
  • The difference falls under the acceptable categories of mediation
  • The acceptance of consideration of the dispute by the Energy Ombudsman

The Energy Ombudsman completes the process of resolving the dispute between the consumer and the supplier/operator within 90 days from the date of receipt of the complete file of the report/complaint.

It is noted that the entire process is offered to consumers free of charge.

The platform is not yet in operation, but KTG understands that it is to be found on enomos.gr – or e-nomos.gr maybe? –

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