Your energy company sent an inflated bill, charged for electricity you did not use, refused connection, or cut off your power without justification? You have specific rights under the Energy Law and tariff regulations — with deadlines that energy companies are legally required to meet.
Your rights when filing a complaint with an energy company
The legal basis is the Energy Law Act and tariff regulations. The energy seller must resolve your complaint within 14 days of receiving it. If the complaint requires an investigation, the deadline extends to 30 days and the company must notify you of this.
If you are a household consumer, you have the status of a protected customer with additional rights, including the right to uninterrupted energy supply under certain conditions.
Common reasons for complaining to an energy company
- Inflated bills — consumption much higher than in previous periods without any change in habits
- Meter reading error — estimated reading instead of actual, incorrect reading by the meter reader
- Unjustified power cut — disconnection without prior payment demand or in breach of procedure
- Tariff change without consent — switched to a more expensive tariff without your knowledge
- Invoice errors — incorrect data, wrong billing period, double charge
- Contract issues — contract terms changed without notice, discrepancy with the original offer
How to file a complaint with an energy company
- Gather documentation: invoices from the last 12 months, photos of the meter reading with date, previous correspondence
- Identify the specific error — invoice number, billing period, the amount you are disputing
- State your demand: invoice correction, refund of overpayment, explanation of inflated consumption
- Submit in writing — by email to the customer service address or by registered post to the company's headquarters
- Keep proof of submission with the date
Inflated consumption — what to do
If your bill is significantly higher than usual for no clear reason, you have the right to demand a meter inspection. The energy company is obliged to carry out the verification. If the meter proves to be functioning correctly — you cover the verification costs. If the meter is faulty — the company covers the costs, and you are entitled to corrected bills for the entire period of the faulty operation.
Unjustified power cut — your rights
The distribution network operator may suspend energy supply only in strictly defined circumstances (Art. 6c of the Energy Law). Before cutting power, it must:
- Send a written payment demand with a minimum 14-day deadline
- Notify you of the intention to suspend supply at least 7 days in advance
An unlawful power cut entitles you to demand immediate restoration of supply and compensation for damages caused. File a complaint demanding restoration and a complaint to the President of URE (Energy Regulatory Office).
Changing energy supplier — consumer rights
You have the right to change your electricity supplier without paying any penalty. Your current supplier cannot obstruct or block the change. The switching process takes up to 21 days from signing the contract with the new supplier.
When the company does not respond or refuses
- File a complaint with the President of URE (ure.gov.pl) — can open proceedings and order the company to act
- Use mediation at the President of URE — free of charge, effective for tariff disputes
- Contact the Consumer Rights Ombudsman in your district
- For claims up to PLN 30,000 — civil court under simplified proceedings (Art. 505¹ CPC)