Submitting complaints or enquiries
To submit a complaint or enquiry, contact your supplier through the channels provided and specified in your contract or via the Electronic Complaints Book. ERSE responds to all enquiries and follows up on all complaints submitted through this channel.
The physical Complaints Book remains compulsory in all establishments that provide customer support services. Complaints submitted in this way are also sent (original sheet) to ERSE.
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.
Watch the video on how to settle a dispute with your supplier.