The Law of Ukraine "On Appeals of Citizens" defines the general principles for the realization of the citizens' right to appeal, which provides for the right to contact state authorities, local governments, associations of citizens, enterprises, institutions, organizations regardless of ownership forms, mass media, and officials according to their functional duties with comments, complaints, and suggestions related to their statutory activities, an application or petition regarding the realization of their socio-economic, political, and personal rights and legitimate interests, and a complaint about their violation. According to the Law, appeals of citizens should be understood as proposals (comments), applications (petitions), and complaints set forth in written or oral form.

Proposal (comment) – an appeal by citizens expressing advice or recommendations regarding the activities of state and local government bodies, deputies of all levels, and officials, as well as opinions on regulating social relations and living conditions, improving the legal basis of state and public life, socio-cultural, and other spheres of state and society.

Application (petition) – an appeal by citizens requesting assistance in realizing their rights and interests established by the Constitution and current legislation, or a notification of violations of current legislation or deficiencies in the activities of enterprises, institutions, organizations regardless of ownership, People's Deputies of Ukraine, local council deputies, and officials, as well as expressing opinions on improving their activities.

Petition - a written appeal requesting the recognition of a person's corresponding status, rights, or freedoms, etc.

Complaint – an appeal demanding the restoration of rights and protection of legitimate interests of citizens violated by actions (inaction) or decisions of state bodies, local government bodies, enterprises, institutions, organizations, associations of citizens, or officials. As noted above, an appeal can be oral (stated by a citizen and recorded by an official during a personal meeting) or written, sent by mail or submitted by a citizen to the relevant body or institution personally or through an authorized person, provided these powers are formalized in accordance with current legislation.

An appeal can be submitted either by an individual (individual) or by a group of persons (collective).

In addition, the Law establishes the following requirements for an appeal:

- appeals are addressed to state and local government bodies, enterprises, institutions, organizations regardless of ownership, associations of citizens, or officials whose powers include resolving the issues raised;

- the appeal must state the surname, first name, patronymic, and place of residence of the citizen;

- the essence of the issue raised, comments, suggestions, applications or complaints, requests or demands are set forth;

- the written appeal must be signed by the applicant(s) and dated.

An appeal formalized without compliance with these requirements shall be returned to the applicant with appropriate explanations no later than ten days from the date of its receipt.

It should be noted that a written appeal without an indicated place of residence, not signed by the author(s), as well as one from which authorship cannot be established, shall be recognized as anonymous and is not subject to consideration.

Repeated appeals to the same body from the same citizen on the same issue are also not considered if the first one has been resolved on its merits, as well as appeals from persons recognized by the court as legally incompetent.

In addition, if the issues raised in an appeal received by a state authority, local government, enterprises, institutions, organizations regardless of ownership, associations of citizens, or officials do not fall within their powers, such appeal shall be forwarded by them to the relevant body or official within no more than five days, of which the citizen who submitted the appeal is notified.

Regarding the timeframes for considering appeals, the Law stipulates that they are considered and resolved within a period of no more than one month from the date of receipt, and those that do not require additional study — immediately, but no later than fifteen days from the date of receipt. If it is impossible to resolve the issues raised in the appeal within a month, the head of the relevant body, enterprise, institution, organization, or their deputy sets the necessary timeframe for its consideration, of which the person who submitted the appeal is notified.

At the same time, the total timeframe for resolving issues raised in an appeal cannot exceed forty-five days. Upon a justified written request from a citizen, the consideration timeframe may be reduced from the timeframe established by Law.

Appeals from citizens who have benefits established by law are considered as a priority.

The Law defines that state authorities, local governments, enterprises, institutions, organizations regardless of ownership, associations of citizens, and officials consider citizens' appeals without charging a fee.

Furthermore, the Law prohibits refusal to accept and consider an appeal based on political views, party affiliation, gender, age, religion, or nationality of the citizen.

In case a citizen has not received a response to their appeal, they have the right, in accordance with Article 55 of the Constitution of Ukraine, to appeal in court the decisions, actions, or omissions of state authorities, local government bodies, and officials.

Your proposals, complaints, claims, as well as notifications of electrical safety threats can be submitted:

- in writing at the address:

- in electronic form to the e-mail:

- by consumer service phone number:

- by call center phone number:

After processing the information from the appeals, our specialist will contact you as soon as possible.

Additionally, we inform you that in order to simplify access to information and increase the level of transparency in the energy sector of Ukraine, and to facilitate quick and easy feedback between consumers and retail market participants, the NEURC has launched the "Energy Online" mobile application, where consumers can promptly send a complaint to the relevant company.

The mobile application can be downloaded from Google Play under the name EnergyOnline https://play.google.com/store/apps/details?id=com.energyonline