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 on citizens’ appeals for 2025, the Agency received a total of 10,425 appeals, submitted both directly and through the Ministry of Energy, concerning consumer rights protection, the supply of electricity, heat and natural gas, and other matters.

Of these:

- 8,884 appeals were related to electricity supply, including 1,477 of informational nature;

- 1,130 appeals concerned natural gas supply, with 129 of them being informational;

- 232 appeals were related to heat supply, including 28 of informational nature;

- 179 appeals concerned other issues, with 15 of them being informational.

Out of 10,425 appeals:

- 8,174 appeals were investigated and responded by the Agency (147 appeals were forwarded to the relevant institution for further consideration and action);

- 35 appeals were executed jointly with the Ministry of Energy;

- 567 appeals are under consideration;

- 688 of the 1,649 informational appeals were expressions of gratitude for resolved issues.