Complaints
Our aim is to supply quality services, and to create value for your money. Still, we are aware that sometimes we make mistakes, and things do not always developas we want them to. In case such undesired events occur, it is clearly necessary to take corrective action, that could prevent any future client insatisfaction.
Also, we are aware that only a small percentage of unsatisfied customers actually file a complaint. Consequently, a reduced number of complaints really represent the insatisfaction of a larger group. Based on these ideas, our company does not look at complaints as unpleasant, conflict generating aspects, but rather as useful signals, important sources of information from clients. All information obtained from complaints is periodically processed, and proposals are presented to company management, in order to improve services.
Complaint presenting
You can file a complaint in writting or on the phone, in Romanian or Hungarian, personally or through a representative.
Your complaint must include the following information: subject of complaint, identification data (name, mail adress, consumption point address, contract holder, client code), contact telephone number. The complaint form can be obtained from the Client Relations Center or downloaded from the company website (forms).
Anonymous complaints shall be taken into consideration only if enough information are included in order to be investigated, and if the problem in question is a serious, severe one. Otherwise, these shall not be taken into acount and will be filed, according to Government Ordinance no. 27/2002, approved by Law no. 232/2002.
Complaint Management
All complaints have equal priority, regardless of their object, form or language. Complaints are managed on 4 levels.
Level 1
Operators in the Client Relations Center do their best in trying to solve verbal complaints (on telephone, personal) during their first contact with you. Most complaints of this type are solved by supplying information.
Level 2
If the answer received at level 1 does not meet your requirements, you can fill in a complaint form. These complaints, as well as those submitted in writting (e-mail, fax, post) are investigated and solved by management staff assigned in this respect. An answer is issued for any type of complaint. This can be submitted in writting by post, fax, or by telephone, according to your requirement, expressed in the complaint form.
Level 3
If you consider that the answer received at level 2 does not solve your problem according to your expectations, you can always come back to your complaint. These complaints are investigated by the company’s Complaints Committee, made of company management staff. A written response is also issued to you at this level.
Level 4
If the solution offered by our company does not meet your expectations after using all internal appeal methods, you can choose an external guidance by:
•Mures County Service for Legal Metrology (CSLM)
540472 Tîrgu Mureş, 7 Livezeni Street, 1st floor
Telephone no.: 0265-254.515
Telephone /fax no.: 0265-254.325
•Consumer Protection Office
540472 Tîrgu Mureş, 7 Livezeni Street
Telephone no.: 0265-254.625
Fax no.: 0265-255.153
E-mail: ojpcmures@anpc.ro
•National Authority for Regulation of Communal Management Public Services
Control, Complaints and Public Relations Department
023986 Bucharest, Sector 2, 6 Romulus Street
Telephone no.: 021-326.17.81
Telephone / fax no.: 021-326.17.82
Complaint settlement term
Your complaint will be solved within 10 calendar days (date of reply) from the date of complaint submission.
In case of complaints that require complex investigations, this term can be extended up to 45 calendar days, according to Goverment Ordinance no. 27/2002 on regulating the activity of complaint management. In such cases, you will be informed in writting about the term extension and the statuts of your complaint.
