News

28 July 2023

Ombudsman Diana Kovacheva sent a recommendation to the representative of Electrohold Sales EAD Vidyo Terziev, in which she insisted on easing the procedure for requesting a paper invoice.

The reason for the recommendation is dozens of complaints to the Ombudsman’s institution from the company’s customers due to its transition to electronic invoices, starting from September 2023, as a result of the adoption of the new General Terms and Conditions for the sale of electricity of Electrohold, which provide for the electricity invoice to be received only electronically, unless the receipt of a paper invoice is expressly stated. People specifically complain about the procedure for requesting a paper invoice, which requires a written application form to be submitted in person by the batch holder at an Electrohold sales centre.

The Ombudsman points out that the company’s sales centres are mainly located in regional and municipal cities, which puts those living in small settlements in a difficult position. In practice, in order to claim receipt of a paper invoice, people have to travel to the relevant locality, which is also associated with additional costs.

“This makes it especially difficult for the elderly people in poor health. Authorising a person to request the service on behalf of the holder is also associated with costs,” writes Diana Kovacheva and adds that some villages even lack transport services.

She also points out another problem for citizens – the short dealine for requesting a paper invoice, limited to the period of the information campaign of Electrohold Sales EAD for switching to an electronic invoice. The Ombudsman points out that after the expiration of this period, many subscribers who for various reasons cannot receive an electronic invoice will be deprived of information about their monthly electricity consumption.

In this regard, Prof. Kovacheva requested the representative of Electrohold Sales to provide additional ways to apply for paper invoices that do not require a personal visit by a customer to the company’s headquarters, e.g. by submitting the application by telephone, e-mail or by regular mail, provided that the applicant provides all the necessary data to identify himself/herself as a customer of the electricity supply company for the relevant facility.

The Ombudsman also insists that additional assistance and guidance be provided to customers who have difficulties with the procedure, including the possibility of consultation by telephone, and that the deadline for customers who wish to continue receiving paper invoices be extended.

“I am confident that the provision of appropriate solutions to simplify the procedure for receiving paper invoices will facilitate customers of the electricity supply company, especially the elderly and the residents of small settlements, given the specific needs of this group of consumers,” the Ombudsman writes.