ANRE introduces new complaint rules for Romanian energy consumers

The National Energy Regulatory Authority (ANRE) has implemented new rules regarding how energy consumers in Romania can file complaints about electricity and gas bills. Under the updated procedure, energy providers are permitted to classify certain complaints without providing a substantive response if the communication contains insults, inappropriate language, or fails to clearly describe the specific issue being contested.

These changes, published in the Official Gazette, update the regulations for managing consumer complaints for the first time in approximately 11 years. While providers can close complaints that use trivial or offensive language, they are still required to inform the applicant of this measure. The rule is intended to establish specific content conditions for complaints rather than allowing companies to reject any dissatisfaction.