The first step is to contact the OPC or the CEME, through the channels provided by the companies.

The OPC should answer the complaints within 15 working days. The CEME has the same response deadline, unless your contact defines a different deadline, which, in any case, can not be longer than 15 working days.

If the OPC or CEME don’t 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. 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. There is no need to duplicate your requests.

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