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 2024, the Agency received a total of 7,931 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:

- 6,821 appeals were related to electricity supply, including 819 of informational nature;

- 828 appeals concerned natural gas supply, with 81 of them being informational;

- 123 appeals were related to heat supply, including 8 of informational nature;

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

Out of 7,931 appeals:

- 6,704 appeals were investigated and responded by the Agency (87 appeals were forwarded to the relevant institution for further consideration and action);

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

- 278 appeals are under consideration;

- 465 of the 923 informational appeals were expressions of gratitude for resolved issues.