Davit Narmania: GNERC Regulations Are Focused On Consumer Rights Protection and Service Quality Enhancement
Davit Narmania, 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 Davit 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", Davit Narmania stated in his speech.
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.
It is noteworthy that 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.
We have implemented digital services to improve service availability. Notably, citizens can now obtain information about utility services through a mobile phone by dilaing *303#. As of now, this service has facilitated over 5 million transactions.
The demand for utility services transferred to the Public Service Hall is gradually increasing. According to the latest data, 88,368 applications in this regard have been registered at the Public Service Hall. Currently, we are working on the implementation of artificial intelligence in the call center. In the initial phase, artificial intelligence will be incorporated into the electricity, natural gas, and water supply services. This development aims to alleviate waiting time in the call centers of utility companies", Davit Narmania stated.
From March 11 to 15, the II International Consumer Rights Protection Week is being collectively organized by six regulatory agencies: the Competition and Consumer Agency, GNERC, the Communications Commission, the National Bank, the State Insurance Supervision Service, and the National Food Agency. The primary objective of the week is to enhance the consumer rights protection mechanisms. Members of the government and parliamentary team, representatives from the consumer rights protection sector, local and international experts, as well as representatives from public agencies, regulatory bodies, academia, and the business sector actively participated in the first conference held during the week.