The first step is to contact your supplier through the channels provided and specified in your contract.

If the supplier does not respond, or if you are not satisfied with the response you receive, you can submit your complaint or enquiry to ERSE via the Electronic Complaints Book.

ERSE responds to all enquiries and follows up on all complaints submitted through this channel, which are automatically sent to us.

The physical Complaints Book remains compulsory in all establishments that provide customer support services.

ERSE receives a copy of all complaints submitted through the Complaints Book (physical or electronic) and also receives copies of the replies, that within 15 working days, should be sent by the supplier to the consumer. There is no need to duplicate your requests.

If you don’t agree with the supplier reply or if you don’t receive it within the deadline, you can request ERSE’s intervention, by filling out the form.

Watch the video on how to settle a dispute with your supplier and see the informative leaflet how to complaint.