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The Energy Supplies Complaint Board

The Energy Supplies Complaint Board is an independent private complaints board that was founded on the 1st of November 2004.

The board is approved by the Danish Minister of Industry, Business and Financial Affairs in accordance with the Danish act bekendtgørelse om godkendelse af private tvistløsningsorganer.

The organizations of energy suppliers behind the Energy Supplies Complaint Board are Danish Energy, Ørsted Salg & Service A/S, Evida A/S and Danish District Heating Association.

The board processes complaints from consumers against energy companies established in Denmark, concerning agreements and supply of electricity, gas and district heating as well as other related goods and services.

The complaint procedure of the board is in Danish and in writing.

To learn more, go to the scope and process of the board (indsæt hyperlink).

Scope and process

The Energy Supplies Complaint Board processes complaints from consumers against energy companies established in Denmark, concerning agreements and supply of electricity, gas and district heating as well as other related goods and services.

The complaints can concern the bills, the terms of the contract, the energy consumption, etc. The board only processes cases where there is a financial outstanding between the consumer and the energy company. The board does not process complaints regarding costumer service or the energy company’s general behaviour on the energy market.

In order for the board to process a complaint, it is a requirement, that the consumer has made a written complaint to the energy company, and that the energy company has rejected the complaint.

As a main rule, the board only deals with complaints from consumers and only in rare cases deviates from this.

To learn more about the board and to find out, if your complaint qualifies to be processed, you can contact the board’s secretariat on telephone number: +45 41 71 53 01.

 Contact information and opening hours (in Danish).

Do you want to submit a complaint?

In order for the board to process a complaint, it is a requirement that the consumer fill in a complaint form.

The easiest way to do this is through our online platform. The language on the online platform is Danish. Click here to access the online complaint platform.

If there is trouble accessing or using the online platform, it is possible to contact the board’s secretariat in order to receive a complaint form via e-mail.  See the contact information of the board’s secretariat (in Danish).

The charged fee for the board to process a complaint is 160 DKK. When the board receives the complaint form and confirms, that the consumer meets the complaint requirements, the board will send bank account information in order for the consumer to pay the fee.

The board will refund the charged fee of 160 DKK if the board upholds the consumers claim against the energy company, or it turns out that the board cannot process the complaint.

Process

When we receive the complaint and the fee of 160 DKK, we will start processing the complaint.

The board’s secretariat will ensure that all of the relevant information is present. This means contacting the energy company for their statements as well as inquiring for documentation. The parties will often be asked a series of questions relating to the complaint as well.

When the board’s secretariat has gathered sufficient information, the case will be brought before the board, who will then make a decision. The decision will be sent in written form to the parties involved.

If the consumer does not agree with the decision made by the board, the consumer can bring the case before the courts.

The processing of a complaint normally takes about 5 to 10 months.

Members and the secretariat

Members of the board and the secretariat

The Energy Supplies Complaint Board consists of an independent chairman and a number of members, which are equally appointed by the Danish Consumer Council and the energy suppliers behind the board (Danish Energy, Ørsted Salg & Service A/S, Evida A/S and Danish District Heating Association).

The secretariat prepares the cases for the board meetings and is housed by the Danish Competition and Consumer Authority.

Members of the Energy Supplies Complaint Board

Chairman: 

  • Poul Gorm Nielsen – city court judge

Members appointed by the energy suppliers: 

Representatives in electricity complaints – appointed by Danish Energy:

  • Dorte Gram – Legal Counsel in Radius Elnet A/S
  • Tobias Duelund – Senior Legal Advisor in Norlys A/S

Alternate:

  • Mathilde Øelund Salskov Jensen – Team Leader and Chief Consultant in Danish Energy

Representatives in gas complaints – appointed by Danish Energy, Ørsted Salg & Service A/S og Evida A/S:

  • Ane Rask – Chief of Administration in Energi Fyn
  • Jacob Nørregaard – Senior Attorney-a-Law in SEAS-NVE
  • Bjarne Mortensen – Senior Economist i Evida A/S

Alternate:

  • Mathilde Øelund Salskov Jensen – Team Leader and Chief Consultant in Danish Energy

Representatives in district heating complaints – appointed by Danish District Heating Association:

  • Morten Skov – Chief Engineer in HOFOR
  • Carl Hellmers – Director of Fredericia Fjernvarme A.m.b.a.

Alternate:

  • Astrid Birnbaum – Director of Høje Taastrup Fjernvarme A.m.b.a.

Members appointed by the Danish Consumer Council:

  • Christian Jarby – Senior Counsel in Green Transition Denmark
  • Martin Salamon – Chief Consultant in the Danish Consumer Council

Alternates:

  • Regitze Buchwaldt – Complaint Board Coordinator in the Danish Consumer Council
  • Ole Jess Olsen – Professor Emeritus

The secretariat