Oct , Kiev1 REGULATORY PARTICIPATION & COMMUNICATION WORKSHOP RELATIONS WITH NGOs AND WORK FOR CONSUMERS Vassil Iliev Customer Department Manager & Yani Ouzounov PR expert REGULATORY PARTICIPATION & COMMUNICATION WORKSHOP RELATIONS WITH NGOs AND WORK FOR CONSUMERS Vassil Iliev Customer Department Manager & Yani Ouzounov PR expert STATE ENERGYAND WATER REGULATORY COMMISSION OF BULGARIA STATE ENERGYAND WATER REGULATORY COMMISSION OF BULGARIA

Oct , Kiev2 R E G U L A T O R ` S MISSION I S T O K E E P T H E B A L A N C E B E T W E E N T H E I N T E R E S T S O F E N T E R P R I S E S A N D I N T E R E S T S O F E N T E R P R I S E S A N D C O N S U M E R S R E G U L A T O R ` S MISSION I S T O K E E P T H E B A L A N C E B E T W E E N T H E I N T E R E S T S O F E N T E R P R I S E S A N D I N T E R E S T S O F E N T E R P R I S E S A N D C O N S U M E R S S EW R CS EW R C

Oct , Kiev3 LEGISLATIVE BASE  Energy Act, Protection of Competition Act, Protection of Consumers and Trade Rules Act, Proposals, Signals, Complaints and Petitions Act;  Service quality indicators in the energy supply sector /SERWC/  General terms of the contracts for energy supply to the consumers  Rules of the Licensees for work with the consumers, approved by SERWC  SERWC guidelines concerning resolution of disputes and complaints LEGISLATIVE BASE  Energy Act, Protection of Competition Act, Protection of Consumers and Trade Rules Act, Proposals, Signals, Complaints and Petitions Act;  Service quality indicators in the energy supply sector /SERWC/  General terms of the contracts for energy supply to the consumers  Rules of the Licensees for work with the consumers, approved by SERWC  SERWC guidelines concerning resolution of disputes and complaints S EW R CS EW R C

Oct , Kiev4 RELATIONS AND ACTIVE COOPERATION WITH : GOVERNMENT ORGANISATIONS  Commission for Protection of Competition  Commission for Commerce and Consumer Protection NGOs  Bulgarian National Consumer Association  Federation of the Consumers in Bulgaria RELATIONS AND ACTIVE COOPERATION WITH : GOVERNMENT ORGANISATIONS  Commission for Protection of Competition  Commission for Commerce and Consumer Protection NGOs  Bulgarian National Consumer Association  Federation of the Consumers in Bulgaria S EW R CS EW R C

Oct , Kiev5 POLICY OF SERWC ON CONSUMER PROTECTION AND TRAINING  Enforcing standards for consumer service concerning the right to access, continuity of supply, quality of energy and trade service  Encouragement and methodological support for the establishment of Centers for Work for the Consumers at the energy enterprises  Publicity and public discussion with stakeholders and consumer organizations POLICY OF SERWC ON CONSUMER PROTECTION AND TRAINING  Enforcing standards for consumer service concerning the right to access, continuity of supply, quality of energy and trade service  Encouragement and methodological support for the establishment of Centers for Work for the Consumers at the energy enterprises  Publicity and public discussion with stakeholders and consumer organizations S EW R CS EW R C

Oct , Kiev6 POLICY OF SERWC ON CONSUMER PROTECTION AND TRAINING  Open sessions of the Commission  Formal and informal meetings with opinion leaders and trade unions, working groups  Access to information (informed choice) through SERWC web page and bulletin, announcements, specialized publications, interviews and seminars POLICY OF SERWC ON CONSUMER PROTECTION AND TRAINING  Open sessions of the Commission  Formal and informal meetings with opinion leaders and trade unions, working groups  Access to information (informed choice) through SERWC web page and bulletin, announcements, specialized publications, interviews and seminars S EW R CS EW R C

Oct , Kiev7 STATISTICAL DATA ABOUT COMPLAINTS

Oct , Kiev8 SECTOR E-POWER ANALYSIS OF THE COMPLAINTS

Oct , Kiev9 S EW R CS EW R C

10 DISPUTE RESOLUTION SERWC assists in voluntary dispute resolution when the parties submit a written request to perform a concilliation procedure.  SERWC assists in voluntary dispute resolution when the parties submit a written request to perform a concilliation procedure.  If the Commission finds out that a licensee violates or limits the competition, upon execution of its powers, it shall refer the matter to the Commission for Protection of Competition. DISPUTE RESOLUTION SERWC assists in voluntary dispute resolution when the parties submit a written request to perform a concilliation procedure.  SERWC assists in voluntary dispute resolution when the parties submit a written request to perform a concilliation procedure.  If the Commission finds out that a licensee violates or limits the competition, upon execution of its powers, it shall refer the matter to the Commission for Protection of Competition. S EW R CS EW R C

Oct , Kiev11 T H A N K Y O U Vassil Iliev – Customer Department Manager & Yani Ouzounov – PR expert