ANRE a aprobat implementarea „semaforului” furnizorilor de energie. Cum funcționează Indicele de Gestionare a Plângerilor

The National Energy Regulatory Authority (ANRE) has approved a framework procedure for energy suppliers to handle customer complaints. This includes the introduction of a Complaints Management Index (IGP) to classify suppliers based on their complaint resolution performance. The IGP is calculated based on the number of complaints received, justified complaints, and unresolved justified complaints. Suppliers will be rated quarterly, with a color code indicating their performance level. This initiative aims to enhance transparency and allow consumers to compare not only prices but also service quality. The measure aligns with the European Commission's Citizens Energy Package, promoting better consumer trust and complaint management.