The EU Commission has set up a website for online dispute resolution (ODR). The ODR website is dedicated to helping consumers and traders resolve disputes arising from online purchases out of court. The ODR website can be accessed via the following link: http://ec.europa.eu/consumers/odr
The Consumer Service of the Bundesnetzagentur (German Federal Network Agency)
The Consumer Service of the Bundesnetzagentur(German Federal Network Agency) provides information about the relevant laws, your rights as a residential customer and the process for settling electricity and gas disputes. It can be reached via the following contact details: Bundenetzagentur für Elektrizität, Gas, Telekommunikation, Post, Eisenbahnen (German Federal Network Agency for Electricity, Gas, Telecommunications, Post and Rail)
OP O Box 8001, 53105 Bonn
Mon-Fri from 9 am to 3 pm
T 030-22480-500 (nationwide phone information service),
Residential customers wanting to settle an energy dispute may apply to the dispute resolution office, Schlichtungsstelle Energie e.V. for a formal dispute resolution process. To be eligible for such a process, customers must first have phoned our innogy customer service team and been unable to resolve the matter to the mutual satisfaction of both parties. innogy is then obliged to take part in such an officially sanctioned mediation process.
The EU Commission has an internet platform for online dispute resolution (known in German as the “OS-Plattform”). This serves as the vehicle for out-of-court settlement of disputes arising from the contractual obligations of online purchase agreements. The online dispute resolution platform can be reached via the following link: