The Legal Basis of Utility Subscriptions
Registering as a utility subscriber for water, gas or electricity means, legally, a supply-contract relationship with a provider. Under the energy law, the supply of electricity or natural gas to a final consumer proceeds in the manner established by the law and the subordinate acts issued on its basis; apart from cases directly specified in the law, supply takes place at an unregulated market price, on the basis of a supply contract concluded between the consumer and the supplier. Household consumers and small enterprises have the right, in the cases provided by the law, to enjoy supply services. Subscription is thus a market relationship: your rights and the supplier's obligations mirror each other, and the law regulates that balance in detail.
Information, Service Centers and Claims
Every supplier is obliged to create an individual service point that keeps the final consumer informed of their rights, the regulations in force and the routes for resolving disputes. Through this point the consumer can obtain transparent information on prices, regulated tariffs and standard conditions; can have a choice of several non-discriminatory payment methods — a prepayment system must be fair and adequately reflect expected consumption; can receive information on the possibility of changing supplier free of charge; and can learn the transparent, simple and economical procedure for examining claims. Disputes must be resolved fairly and promptly within 10 working days, with reimbursement or compensation where appropriate. For consumption control, the consumer is supplied free of charge with systematic and accurate notice of actual consumption and the corresponding cost, and after the supplier-change procedure ends must receive the final statement (invoice) no later than 6 weeks.
For household consumers and small enterprises the supplier provides additional instruments: it creates service centers that deliver information by phone and email as well as in person and examine requests and claims; it creates a claims-examining commission for consumer protection; and it sets the service center's working hours according to consumers' needs on condition that the center works at least once a week up to 20 hours, with appointments possible by phone or email. The supplier publishes on its website an information card for energy consumers containing practical information about their rights. The charge for the energy delivered and for related services must be reflected clearly and comprehensibly in the invoice.
Notice of Price Changes and the Right to Terminate
The supplier is obliged to notify the consumer of a change in the price or other conditions of supply no later than 1 month before the change takes effect, including information about the right to terminate the contract early. If you do not agree with the changed conditions, you have the right to terminate the contract. The supplier also develops an action program that helps consumers perform their obligations properly — so that interruption of supply is avoided — and promotes supply to remotely located consumers; it regularly provides information on energy-efficiency measures and environmental matters, including the share of energy sources in its portfolio.
Consumer Rights and Duties
The final consumer has the right to freely choose and change the supplier of electricity or natural gas, to receive free of charge all necessary information and metering data on consumption, and to make that data available without charge to any registered supplier. A large consumer may conclude supply contracts with several suppliers simultaneously, and if it wishes to trade on the wholesale market it must register in the manner established by the Commission. The consumer may demand the prompt elimination of a technical or other interruption of supply, where it is not caused by the consumer's own devices. At the same time, the consumer must consume electricity and gas in accordance with the network rules, the legislation and the contract.
Protection of Vulnerable Consumers and Interruption of Supply
For the protection of vulnerable consumers, state and municipal bodies, in consultation with the Commission and other interested parties, develop special programs, measures and benefits to promote accessibility of electricity, natural gas and water supply, and define who may benefit from them. As for interruption: the supplier may request the termination of supply to a final consumer for non-performance of obligations defined in the supply contract — but only in the manner established by a normative act of the Commission. Disconnection is therefore not the supplier's arbitrary decision: the procedure is regulated by law, and its breach is ground for complaint.
Frequently Asked Questions
Within what period must a claim be resolved?
Disputes must be resolved fairly and without delay within 10 working days, where appropriate with indemnification or compensation; the claims procedure must be transparent, simple and inexpensive, and the supplier's handling of claims is supervised by the commission.
May the supplier be changed?
Yes — the final consumer freely chooses and changes the supplier; consumption data are made available free of charge to any registered supplier, and after the change is completed the final account is issued no later than 6 weeks afterwards.
When may supply be interrupted?
Only for non-performance of the obligations defined in the supply contract and only in the manner established by the commission's normative act — arbitrary disconnection is excluded by law.
How am I informed of a change in price or conditions?
The supplier must give notice no less than 1 month before the change enters into force, indicating the right to terminate the contract before term; if you do not accept the new conditions, termination is possible.
How We Help on Legal.ge
On the Legal.ge platform you can obtain qualified assistance on utility matters: arranging subscriptions, changing suppliers, disputes over invoices and tariffs, appealing interruptions of supply and protecting the rights of vulnerable consumers. A lawyer will assess your situation, prepare the claim or complaint and defend your interests in dealings with the supplier and the Commission.