News

26 August 2025

Regarding complaints lodged by citizens, at the end of the period for reporting the readings of the metering devices for 2024-2025, Ombudsman Velislava Delcheva reminds the customers of heating subject to annual balance billing who may have objections to the sums accrued, that the deadline to lodge objections is 31 August. This deadline for lodging objections is provided for in the Heating Supply Regulation.

It is important for the customer to compare the readings of the metering devices in their homes with what the heating accountant has entered into the balance billing. In case of doubts about the correctness of the balance billing or of the annual invoice, the customer is free to lodge an objection prior to the time limit.

In case a customer has not received a balance bill and an annual invoice for the said period, it is in his/her interest to request them from the respective company.

Complaints/objections against the rewriting of the balance bill shall not be lodged beyond the law-fixed deadline. Accordingly, the Ombudsman cannot provide the needed assistance. Customers can take an appeal to a court only.

An additional review of the reading devices may be requested by 31 August and that is especially important in the event of failure to ensure access on the regular reporting days.

The right to real metering and invoicing of the amounts used up is one of the fundamental rights of citizens, the Ombudsman emphasizes.