Final consumers who have doubts about the value of the invoice should first contact the supplier, who is obliged to provide clear explanations and then, if they are not satisfied with the answer, file a complaint with the National Energy Regulatory Authority (ANRE), at other institutions and even in court, it is shown in a release.

“End customers who have doubts about electricity and gas billing should contact the supplier who issued the invoice in question for clarification, which should provide a clear and easy-to-understand explanation of how the invoice value is calculated, in particular if it is not based on real consumption. To the extent that he or she considers that the necessary clarifications have not been provided by the answer, the final client has the possibility to address ANRE or other institutions that have attributions in this respect, even to the court,” say the ANRE representatives.

ANRE recommends customers to conclude a consumption agreement with the electricity/natural gas supplier; to request the monthly reading of the meter; to verify if the invoicing was performed according to the transmitted index; to verify in the contract the period in which the index must be transmitted to the supplier and to benefit from the self-reading mechanism in order to avoid the invoicing of an estimated consumption and later its regularization; not to ignore the notifications sent by the energy supplier regarding the change of the contractual conditions, in particular the change of prices or tariffs.

If these changes do not comply with the conditions provided in the contract (fixed price for a certain period of time), the final customer has the right to notify ANRE or other institutions that have responsibilities in this regard, even the court.

“We specify that, in the case of the household customer, if after the regularization the amount paid by him in addition is higher than 100 lei, then the supplier is obliged to return the amount paid by the customer within 5 days from the date of issuing the regularization invoice. The amounts below this value will be compensated on account of the following invoices,” ANRE added.