Complaint to an electricity or gas supplier (Poland)

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A household customer's complaint to a Polish electricity or gas supplier — about an inflated bill, an estimated reading, the wrong tariff or an interruption: the customer, contract and meter numbers, the invoice and billing period, the meter reading, what is wrong, the demand and the account for an overpayment. It reminds the supplier that a complaint not dealt with in 14 days is upheld, and that one filed after a disconnection notice holds off the disconnection until it is decided.

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Common questions

How long does a Polish electricity or gas supplier have to deal with a complaint?

14 days from the complaint; if it is not dealt with in that time, it is deemed upheld (art. 6c(2) of the Energy Law). If the complaint is rejected, a household customer can turn free of charge to the Negotiation Coordinator at the President of the Energy Regulatory Office, who runs an out-of-court procedure — for electricity, the supplier must take part — or to the local consumer ombudsman or a court.

Can the power or gas be cut off while a billing complaint is pending?

If a household customer complains within 14 days of receiving notice of an intended disconnection, supply is not suspended until the complaint is decided (art. 6c(1) of the Energy Law). So the complaint must go in quickly, with proof of the date it was made. It is wise to pay the undisputed part of the bill, as the protection concerns the amount in dispute.

What if a power or gas bill was based on an inflated estimated reading?

Give the actual meter reading in the complaint with the date it was taken, ideally with a photo, and ask for the bill to be corrected, a corrective invoice to be issued, and the overpayment refunded or credited against future bills. Estimates usually rely on past consumption, so they run high after changes in the household or its appliances. Many suppliers also let customers submit readings themselves through their online account.