The Energy Supplies Complaint Board

Scope

The Energy Supplies Complaint Board handles civil complaints from consumers against energy companies established in Denmark regarding the purchase and delivery of electricity, natural gas, district heating, and other associated commodities and services.

As a main rule the Complaint Board only handles complaints from consumers. Only in rare cases the Complaint Board deviates from this. The Complaint Board can only handle a complaint if the consumer is or has been in a direct customer relationship with the company.

How to file a complaint

Before filing a complaint, you must previously have submitted a written complaint to the energy company. If the energy company has rejected your claim or has not responded within a period of 30 days, you may file a complaint to the Complaint Board.

When submitting a complaint, you will be charged a fee of 160 DKK. The fee is refunded should you be successful in your complaint.

The complaint can be submitted through this online form. Note that the case handling language is Danish. Please attach a copy of all the documents, which are relevant for your case.

The processing of your complaint normally takes around 5-10 months.

Process

The processing of your complaint will begin after receiving your complaint and your payment of the 160 DKK fee. If needed, the Secretariat will ask you to provide additional information related to the complaint. The energy company is then notified and the outstanding amount will be put on hold. After receiving the response from the energy company to your complaint, you will be asked to provide any potential comments. When both parties have given their final comments, the case will be brought before the Complaint Board.

The decision will be sent to the parties within three weeks after the decision has been made by the Complaint Board. The energy company is bound by the decision if they do not inform the Complaint Board that they do not wish to follow the decision within 30 days after having received the decision. Generally, the energy companies choose to follow the decisions made by the Complaint Board.

If you do not agree with the decision made by the Complaint Board, you will be able to bring your case before the courts.

Contact information

If you have any questions, please don’t hesitate to reach out to the Secretariat at the following contact information:
E-mail post@energianke.dk 
Phone: 4171 5301 (Monday-Thursday, 10 AM to 12 PM)