Lisbon, April 24, 2025 (Lusa) - Portugal's energy regulator received 5,166 complaints in the first quarter, an increase of 12% on the previous quarter, but in line with the same period in 2024.

According to the bulletin published by the Energy Services Regulatory Authority (ERSE) on Thursday, the electricity sector continues to be the main cause of consumer complaints.

"In the last four quarters, the complaints submitted through the complaints books (physical and electronic) mainly concerned the electricity sector (79.6%), followed by those relating to dual supply (electricity and natural gas), with 8.1%," the regulator explained.

In the first quarter, the three most complained about topics - billing, supply contracts and unfair commercial practices - accounted for 45.9% of the complaints submitted by consumers to companies' complaints books.

ERSE said that if a complaint lodged with the respective supplier does not receive a response or is considered unsatisfactory, the consumer can resort to the regulator's intervention.

In addition to providing information to the consumer, if there is a dispute, ERSE can recommend its resolution, but cannot impose a solution on the specific case.

Under this remit, ERSE received 1,130 requests for intervention from January to March 2025, which represents an increase of 26% compared to the previous quarter and 23% compared to the same quarter in 2024.

Most requests for intervention also concern the electricity sector (86.5%), and billing continues to generate the most conflict (27.8%).

"In 43% of the cases in which ERSE was asked to intervene, consumers' claims were fully or partially satisfied and, in 25%, the information necessary to clarify the consumer was provided," says the organisation led by Pedro Verdelho.

SCR/ADB // ADB.

Lusa