Energy suppliers dragging their feet on customer refunds face a new challenge as regulators confirm consumers’ right to deduct outstanding refunds from future payments. According to the Energy Regulatory Office (ERU), some customers are waiting for refunds that can amount to thousands of dollars.
The issue arises when suppliers acknowledge refunds in billing statements but fail to meet payment deadlines and subsequently go silent on customer communications. In response, the ERU has outlined clear steps for affected customers, offering multiple ways to recover their money.
“Customers should first send a written demand for refund payment,” explains ERU Council member Markéta Zemanová. “If this receives no response, they can either gradually deduct the debt from advance payments or pursue legal action to recover the funds”.
For those choosing the offset route, customers need to formally notify their supplier that they will not be paying their advance payments, citing the outstanding refund as the reason. In more serious cases, customers may have grounds to terminate their contracts immediately, though suppliers might propose alternative solutions such as reduced future payments.
As a last resort, customers can pursue full refund recovery through court proceedings or file a dispute with the ERU, which serves as an alternative to legal action.