Consumer Rights

The scope of protection of consumer rights includes questions, alerts and complaints of those seeking assistance from the Ombudsman to resolve their violated rights regarding:

Heating supply - interruptions of heat supply; poor quality domestic hot water supply; high bills; non-receipt of paper or electronic invoices; malfunctioning of meters; lack of / insufficient information on how bills are formed, etc.;
Gas supply - interruptions in gas supply; inflated bills; non-receipt of paper or electronic invoices; connection of premises to the gas distribution network; no response / unsatisfactory response from the gas supply company to requests from domestic customers for verification of consumption; etc.;
Water and sewerage - allocation of additional quantities of water to individual water and sewerage bills, representing the difference between the total meter reading and the amount of individual consumption (so-called 'total consumption'); overcharged water bills; poor quality of the water service; failure to provide an alternative source of water during a  prolonged shutdown of the water supply, etc.;
Electricity supply - high electricity bills received that are not in line with consumption; poor quality of electricity supply (frequent outages, low voltage, etc.); delayed connection of sites to the electricity distribution networks; inspections and replacement of commercial metering equipment carried out in the absence of customers; lack of information on upcoming meter inspections, unlawful interruptions of electricity supply and refusals to resume electricity services; etc.;
Garbage collection - poor provision of services for which the municipal waste fee is payable (failure to comply with the established frequency of garbage collection, irregular cleaning of pavements, streets and public areas of garbage); inflated municipal waste fee (and its assessment for services that are not actually provided by the respective municipalities); the imposition of additional conditions for partial exemption from the municipal waste fee for properties that are not used during the year; the inaction of the responsible municipal authorities in reporting violations of cleanliness standards, etc.;
Telephone services - high bills and overcharging; poor mobile operator coverage; roaming services; mobile internet; signing contracts with mobile operators;
Internet and TV - service quality issues; inflated bills; charging penalties for returned equipment; suspension of TV channels; national digital TV;
Postal Operators - delayed mail; damage to the integrity of mail; delayed payment of pensions and supplements; problems with release of mail; etc.;
Carriers - lack of / insufficient public transport in small towns; poor vehicle conditions; driver and controller violations; train and intercity bus timetables not followed; cost of transport documents; flight delays; lost luggage; not allowed on board aircraft; etc.