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SUPPORT / NATURAL GAS / TROUBLESHOOTING AND HANDLING OF COMPLAINTS

Handling complaints

Information on complaints and appeals.

Information to household electricity and natural gas customers regarding claims and complaints 

(on the basis of Articles 50 and 175 of the Energy Act, Official Gazette of the Republic of Slovenia, Nos. 17/14 and 81/15) 

 

The supplier of electricity and natural gas, GEN-I, trgovanje in prodaja električne energije, d.o.o., Vrbina 17, SI - 8270 Krško, undertakes to observe all the rights to which household customers are entitled when resolving claims and complaints. 

In connection with alleged breaches committed by the supplier in the implementation of the electricity and natural gas supply contract, the customer can do the following: 

1. First file a written complaint with the supplier, i.e. addressed to GEN-I, trgovanje in prodaja električne energije, d.o.o., 8270 Krško, Ulica Vinka Vodopivca 45 a, 5000 Nova Gorica, via fax +386 (0)5 33 17 807 or email elektrika@gen-i.si (if the complaint/claim relates to the supplier’s alleged breach in the implementation of the electricity supply contract) or plin@gen-i.si (if the complaint/claim relates to the supplier’s alleged breach in the implementation of the natural gas supply contract). If a household customer does not agree with the supplier’s response to a complaint, it can decide to file an additional written complaint to the aforementioned addresses.

2. If a customer disagrees with the supplier’s final decision (second response) regarding a complaint in connection with alleged breaches committed by the supplier in the implementation of the electricity or natural gas supply contract, they can file a request to initiate an out-of-court consumer dispute settlement (hereinafter: OCCDS) process with the European Centre for Dispute Resolution – ECDR (hereinafter: appointed OCCDS provider).

The request will be discussed by the appointed OCCDS provider in the scope of the OCCDS process in accordance with the Out-of-Court Settlement of Consumer Disputes Act (Official Gazette of the Republic of Slovenia, No. 81/15). 

Household customers file requests for the initiation of the OCCDS process directly with the appointed OCCDS provider. Detailed information in connection with the OCCDS process can be obtained by household customers directly at www.ecdr.si  or via email info@ecdr.si, or by phone at +386 (0)8 20 56 590 from the appointed OCCDS provider. 

Household customers also have an online dispute resolution (ODR) platform available to them. The platform is available to household customers at the following link: http://ec.europa.eu/odr.  

GEN-I, trgovanje in prodaja električne energije, d.o.o. 
Vrbina 17, SI - 8270 Krško 

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