Official Information for Consumers
ECU complies with all requirements and standards established by government bodies regarding the quality of customer service
Procedure for submitting appeals, complaints, and claims
Submitting a written application during a personal meeting with the company's management
Sending a written application to the company's postal address
Submitting an electronic application to the company's email address
Requirements for appeals, complaints, claims of consumers
The following must be specified: the full name of the consumer in accordance with the founding documents, the legal address, and the address of the electricity supply facility
The issue, proposal, statement, complaint, or message must be specified
The consumer's written request/complaint/claim must be signed by the applicant(s) and dated. The consumer must attach the available originals or copies of decisions made on their request/complaint/claim, as well as any documents necessary for consideration. These documents will be returned to the consumer after consideration. If the application/complaint/claim is submitted in electronic form, an email address or other contact information for sending a reply must be provided. The use of an electronic digital signature is not required for electronic submissions
The procedure for consideration of appeals, complaints, and claims from clients
A preliminary response to a consumer's appeal, complaint, or claim is provided within 1 (one) business day from the date of receipt, provided that the consumer's email address and phone number are indicated. Appeals, complaints, and notifications from consumers about electrical safety threats are considered substantively within the timeframes established by current legislation, depending on the subject matter of the issues raised
The procedure for notifying about threats to consumer electrical safety
Order defines
This procedure outlines the steps for providing information about threats to consumer electrical safety. It aims to ensure a prompt response and quick localization of incidents that pose a threat to the electrical safety of people, animals, or that may lead to system failures in equipment operation or production accidents.
I. Actions of employees or witnesses
Actions of employees or witnesses of an incident that may pose a threat to electrical safety:
Deadline for submitting information: Immediately
To whom the information is provided: Employees: The employee's direct supervisor or another authorized person at the enterprise Consumers: The consumer service center of JSC "Energy Company of Ukraine"
Procedure: In the case of detection of events that pose a threat to the electrical safety of people, animals or may lead to system failures in the operation of equipment or accidents at work, it is necessary to immediately, first of all, keep a safe distance from the scene of the event (in the event of a short circuit to the ground or a tree falling on the wires of overhead lines the safe distance is no closer than 8 meters), notify others of the danger, prevent bystanders or animals from approaching the scene of the accident, and report what has happened through communication means or directly to the manager or another authorized person at the enterprise, for consumers - customer service center of JSC "Energy Company of Ukraine" by phone: 068-268-05-60
II. Actions of managers or other authorized persons
Actions of managers or other authorized persons at the enterprise upon receiving a report of an accident or incident that poses a threat to electrical safety
Deadline for submitting information: Immediately
To whom the information is provided: In the event of a fire at facilities, notify via communication tools: Civil Protection, Fire Safety, and Mobilization Department On-duty dispatcher of local department of power distribution company, operational dispatch service Consumer service center of JSC "Energy Company of Ukraine" by phone: 068-268-05-60
Procedure: Managers on-site must first assess the situation and determine the consequences of the accident or other incidents that pose a threat to electrical safety. They must organize, if necessary, the provision of first aid and take immediate measures to prevent similar incidents in the future
Tariff Changes
Changes to regulated prices (tariffs) are published on the website of the National Commission for State Regulation of Energy and Public Utilities: https://www.nerc.gov.ua https://www.nerc.gov.ua
Price changes in the day-ahead market and intra-day market segments are published on the website of the Market Operator: https://www.oree.com.ua https://www.oree.com.ua
Current tariffs for electricity distribution services effective from January 1, 2022, in accordance with the relevant Resolutions of the National Commission for State Regulation of Energy and Public Utilities, can be found on the website of the Commission: https://www.nerc.gov.ua/?id=37480 https://www.nerc.gov.ua/?id=37480
How to Apply
JSC "Energy Company of Ukraine" (ECU)
Operating hours
Monday – Friday
09:00 – 18:00
Weekends
Saturday – Sunday
Address
04070, Kyiv, Illinska St. 8
Phone
+380 68 268 05 60
office@ecu.gov.ua
Registration number
32984271