The Regulatory Commission for Energy, Water Services and Waste Management Services of the Republic of North Macedonia (“Regulatory Commission”) has introduced new Rules on Handling Complaints and Resolving Disputes (“Rules”), aligned with the new Energy Law.
Broader Regulatory Coverage
The Rules preserve the existing protection mechanisms for users of transmission and distribution systems, customers of public service and last-resort suppliers, as well as for energy undertakings or consumers seeking remedies against operator decisions. In addition, the Rules expand the competencies of the Regulatory Commission, authorising it to decide on complaints filed by:
- Consumers, active consumers, aggregated consumers, and electricity storage operators against electricity suppliers, electricity system operators, and the electricity market operator;
- Users of oil or petroleum product pipelines against operators of crude oil or petroleum product transport systems;
- Consumers challenging loss-of-profit fees charged by electricity suppliers for early contract termination;
- Vulnerable consumers.
Extended Review Period
Consistent with the previously applicable rules, complaints must be filed with the Regulatory Commission within 15 days from the date on which a decision is issued, an action is taken, or a failure to act by the opposing party becomes known. The complaint procedure is conducted by a specially appointed Complaints and Disputes Commission established within the Regulatory Commission. This body is authorised to review submitted evidence, hold hearings when necessary, conduct on-site inspections, and engage experts to ensure a thorough and impartial assessment.
Pursuant to the new Rules, complaints must now be resolved within four months, which constitutes a two-month extension compared to the previous deadline.
Focus on Vulnerable Consumers
The new Rules place greater emphasis on complaints submitted by vulnerable consumers, such as individuals with limited mobility, financial difficulties, or other social challenges, by treating these complaints as urgent and giving them priority. Additional measures and procedures are introduced to protect and promote the rights of vulnerable consumers, particularly with respect to the connection of their premises to energy networks, the terms of supply contracts, and the handling of complaints.
Dispute Resolution
The Regulatory Commission continues to serve as a forum for resolving disputes between energy market participants. It adjudicates conflicts arising from the performance of contracts between energy operators, between energy operators and consumers, and between transmission and distribution system operators and the users of those systems, provided the contracting parties have agreed to submit the dispute to the Regulatory Commission.
Following a procedure based on a full evidentiary review, any decisions or settlements reached are legally binding on the parties. This approach ensures fairness and promotes the timely and effective resolution of conflicts.
The information in this document does not constitute legal advice on any particular matter and is provided for general informational purposes only.
