In recent weeks, Czech households have been receiving their energy bills, with many discovering overpayments. However, some energy providers are reluctant to refund these overpayments or deliberately delay the process.
According to Karolína Valouchová from the consumer organization dTest, customers can file a billing complaint which providers must resolve within 15 days. Failure to do so entitles customers to compensation – up to 7,500 crowns for gas (750 crowns per day) and up to 24,000 crowns for electricity (600 crowns per day).
One practical solution is offsetting the overpayment against future advance payments. Customers must formally notify their provider in writing about this intention, as simply stopping payments without notice could result in service disconnection.
In cases of significant overpayments, customers can terminate their contract for substantial breach. However, Valouchová warns that termination becomes effective immediately upon delivery to the provider, so having a new supplier lined up is crucial.
For dispute resolution, customers can seek help from the Energy Regulatory Office (ERÚ) through their free mediation service. This approach is more advantageous than court proceedings as it requires no legal representation or fees, and repeated complaints against a provider may trigger regulatory investigations.