Complaint to an electricity or gas supplier (Greece)

Published byDocMuse

The written complaint to an electricity or gas supplier in Greece, with what it needs to be dealt with: the supply and customer numbers, the meter and its actual reading, the disputed bill, what is wrong and what is asked for. The same complaint must also be lodged on MyRAE, the platform of the regulator ΡΑΑΕΥ (RAAEY): without that, the Greek Energy Mediator will not hear the dispute. The Mediator covers electricity and gas only, not water.

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Common questions

Why must a complaint about a Greek electricity or gas bill also go on MyRAE?

Because the Greek Energy Mediator at the regulator RAAEY hears a dispute only if the complaint was first lodged against the supplier on the MyRAE platform and got nowhere. A letter on its own is not enough. This letter serves as the text of the complaint: it is submitted on MyRAE, which passes it to the supplier automatically, and can also be sent straight to the supplier.

What does the Greek Energy Mediator do, and what does it cost?

Running since 1 February 2024, it examines disputes between consumers and electricity or gas suppliers once the complaint has been lodged on MyRAE and not resolved. The application is made online on RAAEY's ENOMOS platform, within a year of the MyRAE complaint. The procedure is free, ends within 90 days of a complete file, and its proposal does not bind the parties; if it is not accepted, the courts remain open.

Does this Greek energy complaint also cover a water bill?

No. It is written for electricity and gas, where MyRAE and the Energy Mediator apply. Since Law 5037/2023 the regulator RAAEY, the former energy regulator, also regulates water, but water providers are as a rule municipal and the Mediator does not cover water. A water complaint goes to the water provider without the references to MyRAE and the Mediator.