How to file an application/complaint/claim with Axpo Ukraine LLC
Application may be filed with the company in the following manner:
- by mail at: 19-21A Bohdana Khmelnytskogo Street, Kyiv, 01054
- personally to the company at the above address;
- during personal reception of a consumer by company's management;
- by e-mail at: info.ua@axpo.com
Address and phone number of customer service center:
Working hours:
Monday to Friday:
9.00 a.m. to 1.00 p.m.
2.00 p.m. to 6.00 p.m.
Lunch break from 1 p.m. till 2 p.m.
closed on: Saturday and Sunday.
Requirements to the execution of application/complaint/claim, Mandatory details:
- For household consumption: last name, given name, patronymic, address. For legal entity consumer, individual entrepreneur consumer: name, registered address, electricity supply site.
- Content of the raised issue of a proposal, application or compliant, inquiry or request.
- Written application/complaint/claim must be signed by an applicant (applicants) with specification of the date. When filing an application/complaint/claim in electronic form, e-mail address, at which response may be sent to the applicant, or other applicant's contact details must also be specified. Electronic digital signature is not required when sending via e-mail.
Consideration of application/complaint/claim sent to Axpo Ukraine LLC
If an application/complaint/claim contains an e-mail address, phone number or the company is aware of such information, a provisional response shall be provided as to the possibility of resolving the issue, or a notice of the commencement of application/complaint/claim consideration and time limits thereof shall be provided. A provisional response shall be provided within 1 business day after the day the application/complaint/claim is received. Application/complaint/claim shall be considered within the time limits determined by the current legislation of Ukraine.
Personal reception by Axpo Ukraine LLC management
Personal reception of consumers by the company's management shall be carried out only subject to registration in advance on days and during hours determined as working hours at: 19-21A Bohdana Khmelnytskoho St., Kyiv, 01054. To register in advance for the reception of consumers, please call +38 044 391 14 24
Procedure for reporting threats to consumers' electric safety
This procedure determines the process of providing information about threats to consumers' electric safety and is elaborated for immediate response and prompt containment of events, which pose a threat to the electric safety of people, animals or may lead to systematic malfunctions of equipment or on-site accidents.
І. Actions of employees or witnesses to accident or incident posing a threat to electric safety
- Time limits for providing information: immediately
- Information to be addressed: for employees – to employee's immediate supervisor or another authorized person at the enterprise. For consumers – to Axpo Ukraine LLC
- Action plan: in case of detecting events, which pose a threat to the electric safety of people, animals or may lead to systematic malfunctions of equipment or on-site accidents, it is necessary to immediately make sure to (primarily that you personally) stay at a safe distance from the accident scene (in case of ground short circuit or tree fall on the overhead transmission lines safe distance is at least 8 meters), to notify people around of the danger, to prevent passers-by and animals from approaching the accident scene, and to report the accident through the communication means or an immediate supervisor or another authorized person at the enterprise, for consumers – Axpo Ukraine LLC, by calling +38 044 391 14 24
ІІ. Actions of supervisors or other authorized persons at the enterprise in case of receiving a report of an accident or incident posing a threat to electric safety
- Time limits for providing information: immediately
- Information to be addressed: in case of fire on sites: civil protection, fire safety and mobilization work department, REM, Operative Dispatching Center to be reported by communication means (by calling 101) and Axpo Ukraine LLC – by calling +38 044 391 14 24
- Action plan: first of all, on-site supervisors must assess the situation and determine consequences of the accident or other events posing a threat to electric safety, if necessary, organize first medical aid, and take prompt measures to prevent similar events.
To report a threat to electric safety, please call +38 044 391 14 24 or send an e-mail to info.ua@axpo.com
Please always specify "Threat to electric safety" in subject of an application.
Regulations governing the activity on electricity market
Law of Ukraine On Licensing Types of Business Activity
Law of Ukraine On Citizens' Applications
Law of Ukraine On Access to Public Information
Law of Ukraine On Protection of Personal Data
Law of Ukraine On Consumer Rights Protection
Law of Ukraine On Electricity Market
Law of Ukraine On the National Energy and Utilities Regulatory Commission
Regulation of the National Energy and Utilities Regulatory Commission No. 307. Rules of the Market