Code of practice of handling Customer Inquiries and Complaints

We respond to your Inquiries or Complaints in an objective and efficient manner

Code of practice of handling Customer Inquiries and Complaints 

At nrg we value your trust in us and we are always seeking new ways to improve our customer support. This is why each and every customer inquiry or complaint is highly appreciated, helping us to improve our ability to serve you. Responding to your inquiries and complaints in an objective and efficient manner, is our key priority. By applying the following handling procedure we ensure uninterrupted delivery and ongoing improvement of our services and products. 
 

Specifically:

  • Our Customer Support Department collects all customer inquiries and complaints for processing and classification by:
    • degree of urgency
    • category (product, service, financial issue, technical issue etc)
    • type (request, suggestion, complaint, positive comment)
  • If deemed necessary, the Customer Support Department contacts the customer for further clarifications.
  • Our Customer Support Department then forwards each request to the competent department, depending on the nature of the request.
  • The Department responsible for handling the request, shall give a response to the Customer Support Department within three business days at the latest.
  • The Customer Support Department shall then contact you to resolve the issue within two business days after having received the response.
  • The Department keeps a detailed record of all requests and complaints, for further processing, to draw conclusions and optimize the services provided. 
 
Any comments, suggestions, complaints or reporting of faults related to installed network meters or the electricity distribution network or network connection issues in general, do not fall within the responsibility of nrg and are submitted directly to the Hellenic Electricity Distribution Network Operator (DEDDIE), via its webpage www.deddie.gr or at the phone numbers posted on the website www.deddie.gr/el/tilefwna-gia-vlaves

At nrg we value your trust in us

Submit an inquiry or complaint

 
In order to follow the above procedure, in case you wish to submit an inquiry or complaint, please fill out the Inquiry-Complaint Form here.
 

Other ways to contact us

 
nrg Τρόποι επικοινωνίαςAlternatively, you can contact nrg Customer Support Department in any of the following ways: 
 
  • by e-mail: cs@nrgprovider.com
  • by telephone: call our Customer Support at +30 801 22 22 555, Monday to Friday, 09:00 - 19:00
  • by Fax: +30 210 9606021
  • by Letter: you can send us a letter by regular mail to the following address: 103 Kallirois str, 117 45 Athens, Recipient name: nrg Customer Support Department
 
 
 
 
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