In the event of a dispute with your distributor, including issues related to:

• The non-acceptance of a request related to the realization of a connection, a modification or a delay in the realization of the connection or modification
• The non-support of a request for the relocation of a work or delay in the realization of the relocation of the work
• The non-management of a cut, troubleshooting or security problem
• The contestation of the energy bill (excessive amount, incorrect index, cumulation of consumption, etc ....)
• The request for modification of the supply contract (change of tariff and power or flow, etc ....)
• The request for reinstatement following a cut for unpaid
• Voltage / pressure drops
• Problems with counting
• Resale rights (share)
• Incidental compensation

Documents requested:

• For natural persons: surnames, first names, telephone, email and address
• For legal persons: name, form, registered office, legal representative or any other duly authorized person, telephone, email,...
• The number of your supply contract, if you are already supplied with energy
• An explanatory and precise description of the subject matter of your action
• Copies of the supporting documents for referral to the distributor as well as the answers provided by the latter where they exist
• A possible description of the desired solution
• For the purposes of studying your file, the CREG may ask you for any other document or information deemed useful.

Deadlines in days:

Upon receipt of the appeal file, the CREG proceeds to its analysis in order to decide on its admissibility and its competence to process it within a maximum period of three (03) working days at the end of which a letter transmitted indicating the follow-up to the appeal.

When and how delivery takes place:

If the appeal is admissible and the CREG is competent to deal with it.

The CREG asks the distributor to send it the necessary explanations and invites him to respond, within a maximum period of fifteen (15) Days.

The CREG after studying and analyzing the distributor's response acts as follows:

• If the CREG considers that the arguments put forward by the distributor are well founded and that it has acted in accordance with the regulations, it sends the complainant an explanatory letter containing all the information likely to clarify his understanding of the problem and the reasons justifying the closure of the appeal file.
• If the CREG considers that the arguments put forward by the distributor are unfounded and that the situation results from a misinterpretation of the regulations or a malfunction on the part of the latter, the CREG will refer the matter to the distributor in order to enlighten it on the regulatory provisions relating to the dispute and will ask it to comply with them.
• If the distributor agrees to correct the situation, the complainant is informed by the CREG and the appeal file is closed.
• If the distributor maintains its position, the CREG takes a decision against it and decides in favor of the complainant. The decision shall be notified to the distributor and the complainant shall be informed thereof. In all cases, the CREG may, if it deems it necessary, bring together the parties concerned in order to try to reach an amicable solution.

In the event that one of the two parties is not satisfied with the position of the CREG in relation to the appeal submitted to it, it will always have the possibility to bring the dispute before the competent judicial bodies.

Legal anchoring:

Article 115 of Law No.02-01 of 5 February 2002