ANRE proposes a new system for resolving complaints from energy and gas customers. Suppliers will be classified by colors based on complaints.

The National Authority for Energy Regulation (ANRE) has initiated a draft order that will come into force on October 1, 2026, aimed at improving the process of resolving complaints from final customers of electricity and natural gas.

The project outlines clear steps for registering and resolving complaints, including the possibility of online reporting through a dedicated platform. Additionally, a classification mechanism for suppliers will be implemented based on the number of complaints, determining a customer satisfaction index (CSI) that will influence consumers' choice of suppliers.

The project responds to the increasing number of complaints and aims to strengthen consumer protection and increase transparency in the energy market.

Suppliers will be classified by colors based on the CSI, and ANRE will periodically publish reports on the complaint resolution activity.