Consumer satisfaction
  • CategoryConsumers

AERA's activities to ensure consumer satisfaction and respond to inquiries and requests are governed by the Citizens' Appeals Act and the Consumer Protection Act. The main goal here is the Agency's prompt response to consumer complaints, investigation of contentious issues and ensuring customer satisfaction in the future.

Consumers contact the Agency through the Call Center, social media accounts and the official website. Appeals are registered, investigated and promptly respond to them.

According to the statistics of citizens' appeals for 2022, the Agency received 5856 calls, emails, etc. directly from the Ministry of Energy and the Ministry of Energy on consumer protection, electricity and heat supply, gas supply and other issues.

Out of which:

A total of 4875 applications for 418 information related to electricity supply;

A total of 743 appeals, of which 83 for information on gas supply;

A total of 84 appeals, including 7 on heat supply issues;

In total, there were 154 appeals on other issues, of which 4 were informational.

Out of 5856 applications:

The Agency considered and responded to 4957 appeals (64 appeals were sent to the relevant authorities for consideration and action);

38 requests were implemented jointly with the Ministry of Energy;

349 appeals are under consideration;

Of the 512 informational appeals, 225 were letters of thanks for resolving the issues raised.