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 it.

The paper Complaints Book remains compulsory in all establishments that provide customer support services. Complaints submitted in this way are also sent (original form) to ERSE, which examines them.

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

Watch  the video on how to settle a dispute with your supplier.