When can you make a complaint to ERRU?

Any interested person can submit a written complaint to ERRU if he/she is of the opinion that his/her operator is not related to the law and/or contractual. As a first instance, any complaint must be submitted to the operator, so that it can be pursued through the operator's complaint resolution procedures. In case the customer remains unsatisfied and the problem persists, you can file a written complaint with the Water Regulatory Authority. ERRU to analyze the case, inform the operator about the alleged violation of the contract or against the law and requesting a written fault. The consumer can also submit a complaint to the Commission for Consumer Protection or to other institutions charged by law for their protection.

My water meter isn't working properly and I'm overbilled?

Water supply is calculated on the basis of real consumption and assessed through measuring devices. The operator must install the water meter for each consumer, according to the legislation in force on metrology, If it is proven that the water meter did not function properly for technical reasons and as a result, the estimate of the amount of water consumed was made on the basis of incorrect readings, the operator is responsible for the value of the last tax invoice. If it is proven that the water meter is not working properly, the consumer is liable for the value of the last tax bill.

The water meter is damaged, what should I do?

According to the Model Contract for Water and Sewerage services, point 6/a, the operator that provides the water supply service has the legal responsibility to enable periodic verification of water meters by the General Directorate of Metrology or a legal entity authorized by it the last, according to the metrology legislation. If the water meter is accidentally damaged by the consumer or as a result of atmospheric conditions, the consumer must notify the operator within five days. The operator records the report and gives the consumer an official written confirmation with the date of the report and the date when the damage occurred. The operator must take measures to replace the water meter within 30 days of the reporting date. The consumer who does not notify the operator within five days is obliged to pay twice the value of the last month's tax bill if he is a family and 5 times the value of the last month's tax bill if he is a non-family consumer. The cost of removing, restoring or replacing the water meter is the responsibility of the consumer in cases of accidental damage. Water consumption during the time the water meter is missing will be calculated according to the average monthly consumption calculated during the last 12 months from the moment the meter is missing.

I don't agree with the invoice value, how do I complain?

The customer who does not agree with the value of the invoice has the right to submit a written complaint to the operator within 30 days from the day of receipt of the invoice. The consumer, for every complaint he submits, must be given an official written confirmation from the operator that confirms the date of delivery and the corresponding registration number of the complaint. The operator must review, make a decision and notify the consumer about the complaint within 10 days from the date of registration of the complaint. If the operator does not notify the consumer within the specified period, then the consumer is not obliged to pay the late interest for which he complained.

I want to terminate the contract with the operator, how should I act?

Konsumatori, i cili për arsye të ndryshme dëshiron të ndërpresë përkohësisht shërbimet e ujësjellës kanalizimeve, mund ta pezullojë kontratën me operatorin. Konsumatori i paraqet operatorit kërkesën me shkrim për ndërprerjen e furnizimit me ujë duke treguar datën e fillimit dhe të mbarimit të ndërprerjes. Kjo kërkesë duhet të paraqitet jo më vonë se 15 ditë para datës së kërkuar për ndërprerje. Nëse operatori nuk e pezullon kontratën në datën e kërkuar nga konsumatori, ky i fundit nuk është përgjegjës për konsumin e faturuar në faturat pasardhëse të shërbimit.

Për zgjidhjen e kontratës, konsumatori ka të drejtë ta kërkojë zgjidhjen në çdo kohë dhe për çdo arsye. Konsumatori duhet që jo më vonë se 15 ditë para datës së zgjidhjes së kontratës t’i paraqesë operatorit kërkesën me shkrim duke përcaktuar datën e zgjidhjes së kontratës. Operatori regjistron kërkesën dhe i jep konsumatorit një konfirmime shkrim me datën e regjistrimit dhe që tregon datën e zgjidhjes së kontratës. Konsumatori është përgjegjës për të gjithë sasinë e furnizuar nga operatori deri në datën e zgjidhjes së kontratës. Nëse nuk e bën, ndaj tij do të ndiqen procedurat ligjore në fuqi dhe ato të parashikuara në këtë kontratë.