Before the dispute can be taken up, the plaintiff must have made a written complaint that has not resulted in an amicable settlement. Cases shall be brought for the Complaint Board in writing, and within reasonable time from the consumer has received a final reaction to his complaint from the counterpart.
The further handling of the case is in writing. The secretariat shall secure that all relevant information is presented, and that the defendant is given the opportunity to comment upon the case. The secretariat shall take a neutral attitude. It may take an initiative to an amicable solution, or present an opinion based on previous decisions made by the Complaint Board.
In cases brought before the Complaint Board, the secretariat shall present a summary with an adequate overview of the case and the comments of the parties. The Complaint Board shall state the reasons for its decision, and whether the decision is unanimous. If the decision is split, it shall be indicated which representative(s) that dissent, and the reason for the dissent.
The Complaint Board shall state the reasons for its decision as well as for possible dissenting votes.
The Complaint Board may resume a concluded case if the consumer presents new information or evidence, given that it is considered highly probable that this information or evidence might have led to another decision.
Handling of cases cost a fee of DKK 160. The fee is to be paid back, if the Board upheld the consumers’ contention.
In this case, the energy company has to pay a fee to of DKK 7,000 to the board.
If the Board’s decision is not complied with, the secretariat can send the case to the Cunsumer Rights Divison of the Danish Competition and Consumer Authority. The Division will then take the matter to the court, at the request and on behalf of the consumer.
If the consumer does not want to bring the decision court, the Board shall publish the decision on its website on the section “Pillory” with name and address of the energy company.
