ANRE introduces a classification system for energy and gas suppliers based on how they resolve customer complaints

ANRE has approved a procedure under which electricity and natural gas suppliers will be classified according to how they handle customer complaints. The measure introduces the Complaint Management Index (IGP) and aims to provide consumers with an additional criterion for choosing a supplier, alongside price.

The procedure, established by ANRE Order No. 61/2026, regulates the receipt, registration, analysis and resolution of complaints, as well as informing customers about their outcome. The index will be calculated based on the total number of customers of each supplier, complaints received by ANRE, substantiated complaints, and those that were not resolved within the legal deadline.

Suppliers will be placed into six categories, represented by colors. An index below 50 will be marked in red, while values between 50 and 60 will be marked in light red. The 60–70 range will be associated with yellow, 70–80 with light yellow, 80–90 with light green, and values above 90 with green.

The results will be displayed in the offer comparison tools provided by ANRE. Until these are updated, the authority will publish the indices on its own website. Reporting, publication and calculation of the IGP will be carried out quarterly.

The measure is aligned with the European Energy for Citizens Package, presented in March 2026.