The Chairman of the Georgian National Energy and Water Supply Regulatory Commission (GNERC), delivered a speech at the conference dedicated to the protection of consumer rights. This event took place as part of the II International Week of Consumer Rights Protection. According to David Narmania, GNERC regulations are focused on protecting consumer rights and improving service quality.

“The International Consumer Rights Protection Week is being organized for the second time by six regulatory agencies, underscoring the significance placed by participating organizations on the protection of consumer rights.

One of GNERC’s primary objectives is to maintain a balance between electricity, natural gas, water supply companies, and consumers. Although GNERC consistently monitors the activities of these companies, instances of consumer rights violations are occasionally recorded, prompting a robust response from the Commission. In 2023 alone, GNERC wrote off more than 1.5 million GEL unjustly charged to citizens by companies. Furthermore, as a result of incorrectly implemented billing, GNERC mandated the water supply company to reimburse a sum of 6 million GEL to over 11,000 citizens.

GNERC monitors companies’ responses to citizens’ applications in real time through an electronic journal. Owing to companies" violations of service standards, GNERC decisions have resulted in the disbursement of over 13 million GEL as compensation to citizens since 2017. Any citizen who believes that their rights have been violated by a utility company can reach out to GNERC or the Energy Ombudsman Office at GNERC. We will thoroughly examine all issues”, - said David Narmania.

The GNERC Chairman underscored the effectiveness of the projects implemented for consumer rights protection. He addressed the specifics of the renewed reception of customers in GNERC, highlighting the simplified regulations adopted by the Commission.

“The Commission has instituted a simplified dispute resolution rule, enabling decisions on simple and standard issues to be reached during public sessions without the need for an oral hearing. This streamlined process allows the Commission to promptly address critical concerns for consumers.

The regulatory rules developed by GNERC, applicable in the respective sectors, distinctly define the rights and responsibilities of both companies and consumers. To promote the liberalization of the electricity market, new rules for the retail electricity market have been introduced. These rules incorporate, among other innovations, tax payment concession periods specifically designed for pensioners and various groups. In order to regulate the amelioration sector, we have developed the irrigation water supply rules - the rules govern the guaranteed and forecasted water supply from the irrigation system by the supplier, the service conditions and procedures aasociated with its receipt.