File a complaint about switching energy providers
File a complaint with the Federal Network Agency (Energy Dispute Resolution Board) if the switch to a new energy provider was not carried out properly, e.g., due to a delayed switchover or double billing.
How to proceed
- 1
First, contact your energy provider
Written complaint with a deadline.
- 2
Complaint to the Energy Dispute Resolution Board/Federal Network Agency
If no solution is reached.
- 3
Conciliation proceedings
The arbitration board reviews the case and mediates between the consumer and the provider.
Required documents
- Letter of Complaint to the VendorMandatory
Proof of prior contact with the energy provider.
Responsible authority
The authority of your main place of residence is responsible.Find authority →
Fees
Varies by case
Processing time
approx. 2 months
Official: max. approx. 3 months
Online application
Online possible – at the responsible authority
Common mistakes
- • Filed a complaint with the arbitration board without first contacting the provider
- • Deadlines for switching suppliers (maximum of 3 weeks by law) not documented
Common reasons for rejection
- • No evidence of a prior complaint filed directly with the energy provider
The essentials before applying
Who is eligible?
Consumers whose switch to a new electricity or gas provider did not go smoothly.
Income limit
The limit varies by household and region – see the table at the responsible authority or in the application assistant.
Processing time
Nationwide: approx. approx. 2 months
Success rate
approx. 65.0 % (estimate)
Most common mistakes
- •Filed a complaint with the arbitration board without first contacting the provider
- •Deadlines for switching suppliers (maximum of 3 weeks by law) not documented
Common reasons for rejection
- •No evidence of a prior complaint filed directly with the energy provider
Alternatives
- Check related services in the application assistant
- Use social counselling before applying
If rejected
Read the decision carefully: often submitting missing documents or reapplying helps more than an objection.
Questions & Answers
Is mediation free of charge?▼
Yes, the proceedings before the Energy Dispute Resolution Board are free of charge for consumers.