Procedure for examination of disputes/complaints

In order to protect the rights of consumers, the company operates a complaints commission, which ensures the consideration of consumer complaints and the adoption of appropriate decisions in accordance with the principles of equality, impartiality and justice.

The Complaints Commission will consider the complaint based on the investigation and evaluation of the evidence, taking into account the interests of the consumer. The Claims Commission is guided by the law and other legal acts approved by Gnerc when considering a claim.

Complaints received from customers can be registered in the company's customer service centers, as well as by e-mail:

The Claims Commission notifies the consumer of the decision to satisfy the claim or reject it within 10 working days after the submission of the claim by the user.

If the claim is satisfied, the company will immediately, but not later than within 3 days, ensure the implementation of the decision, and in case of refusal, it will inform the customer about the right to appeal to the public defender of consumer interests at Semek, as well as the right to appeal to Gnerc and the court.