Bulgarian utility consumer protection initiatives

Bulgarian Ombudsman Velislava Delcheva has initiated efforts to strengthen consumer protections regarding utility services. Initially, Delcheva proposed amendments to water utility regulations to address systemic issues such as inaccurate billing, incorrect inhabitant data, and unfair financial burdens placed on law-abiding citizens in apartment buildings. Her proposals also sought stricter rules for water supply restrictions, requiring formal orders from mayors and protecting vulnerable groups during outages.

Following these regulatory proposals, the focus expanded to include heating services in the capital. Delcheva requested an extraordinary inspection of Toplofikacia Sofia by the Energy and Water Regulatory Commission (EWRC) due to frequent accidents and prolonged hot water outages in several eastern districts of Sofia. Residents reported that repairs often exceeded the legal 48-hour limit and that reported leaks frequently led to flooding. In response, the Ombudsman advocated for an automatic compensation mechanism to reimburse customers if service interruptions are not resolved within the mandated timeframe.