“The Institution of the Ombudsman has received about 1,000 complaints from citizens, 800 of which specifically concern inflated electricity bills. More than 900 people have also approached me with petitions from 14 localities. These reports continue to come in daily.” This was stated by Ombudsman Velislava Delcheva at the opening of the meeting she organised on the topic: “Measures for the Effective Protection of Electricity Consumers.”

20 March 2026

“The Institution of the Ombudsman has received about 1,000 complaints from citizens, 800 of which specifically concern inflated electricity bills. More than 900 people have also approached me with petitions from 14 localities. These reports continue to come in daily.” This was stated by Ombudsman Velislava Delcheva at the opening of the meeting she organised on the topic: “Measures for the Effective Protection of Electricity Consumers.”

The forum was attended by Traicho Traikov, acting Minister of Energy, and Irina Shtonova, acting Minister of Economy and Industry; Plamen Mladenovski, Chairman of the Energy and Water Regulatory Commission (EWRC); Alexander Kolyachev, Chairman of the Commission for Consumer Protection (CCP), and members Katerina Gramatikova and Tsvetislava Lakova; representatives from the three electricity distribution and supply companies—Plamen Stefanov from Energo-Pro and Atanas Kolev from Elektrorazpredelenie Sever; Zornitsa Genova and Georgi Milkov from Elektrohold Bulgaria and Elektrorazpredeleni Mreji Zapad; Kalina Trifonova and Shteryu Radev from EVN Bulgaria; Bogomil Nikolov from the Bulgarian National Association “Active Consumers”; Emil Georgiev and Konstantin Pavlov from the Federation of Consumers in Bulgaria.

The Ombudsman has pointed out that citizens are entitled to clear and specific answers. In their complaints, they state that they have not changed their consumption habits and that they are using the same electrical appliances. Other complaints include low voltage and the lack of an option for payment in installments.

“People want their electricity meters checked and want more control over how their bills are calculated,” said Delcheva.

The Ombudsman also noted that the institution is monitoring the issue of energy poverty. “Just a few days ago, I submitted an opinion on the draft ordinance for determining the status of households in a situation of energy poverty and vulnerable customers, in which I warned that the proposed criteria could limit the scope of those receiving assistance, as a significant portion of the elderly risk being excluded from the ‘vulnerable customer’ category .

During the discussion, Minister of Economy and Industry Irina Shtonova called for an in-depth analysis of the situation regarding February’s utility bills and the introduction of automated mechanisms for monitoring consumption. She raised the issue of high utility bills for unoccupied properties.

“Consumers must not have even a shred of doubt about the accuracy of their electricity bills. We must ensure that no customer pays a single cent more than they have used, and every bill that is the subject of a complaint must be thoroughly reviewed. We are actively working toward this goal. It is precisely the specialised inspections currently being conducted by independent laboratories at the request of the Energy and Water Regulatory Commission that will provide this clarity, and for us, this is the right path to restoring consumers’ fragile trust in the system,” said Energy Minister Traicho Traikov. He noted that the issue was a priority for the caretaker government.

Plamen Mladenovski, Chairman of the Energy and Water Regulatory Commission (EWRC), announced that 6,548 complaints have been received to date, of which 3,707 have been processed. According to the regulator, lower consumption in November was followed by a sharp increase in December and January, driven by colder weather and higher volumes of purchased electricity.

Alexander Kolyachev, Chairman of the Commission for Consumer Protection (CCP), has announced that unfair commercial practices and unfair terms have been identified in companies’ general terms and conditions. The Commission has initiated proceedings in three areas and has issued administrative orders to cease the identified practices. Shortcomings in the provision of information on the companies’ websites were also noted.

Consumer organisations have recommended the introduction of remote meter reading, greater transparency, and options for out-of-court dispute resolution, as well as the introduction of payment plans involving equal monthly installments with annual adjustments.

Representatives of the energy companies have presented data on the complaints received and the inspections conducted.

“Of the 4,000 complaints regarding inflated electricity bills, 38 were found to be valid,” said Plamen Stefanov, Chairman of the Board of Directors of Energo-Pro Sales AD, during a public meeting. He pointed out that every complaint was carefully reviewed to identify any potential irregularities.

Zornitsa Genova, CEO of Electrohold, has announced that complaints account for a small percentage of the total number of bills, and that the increase in complaints is linked to media coverage.

Kalina Trifonova of EVN Bulgaria has stated that increased consumption during the winter months is a real factor behind the higher bills.

All electricity distribution companies have declared their readiness to improve transparency and access to information for customers, including procedures for filing and examining complaints.

At the end of the discussion, the Ombudsman has summarised that she would send recommendations to energy companies to provide customers with clear and understandable information on how electricity bills are calculated, as well as how to monitor their consumption, including the procedure for filing complaints about high bills.

Velislava Delcheva also insists on ensuring protection for socially vulnerable people who cannot cope with the higher bills on their own. This should be achieved by providing the option of deferred payment of electricity bills, with customers being given clear information on how to apply for deferral; the introduction of the option to pay electricity bills in equal monthly installments, with annual adjustments, should also be discussed. The Ombudsman will also recommend that the Energy and Water Regulatory Commission (EWRC) facilitate the ability to file complaints online by eliminating the requirement for an electronic signature.

El acto, que ha tenido lugar en el Palacio de Armijo, es una tradición que une a la institución y a la cofradía desde 1994

La Cofradía de la Piedad ha comunicado este miércoles formalmente a la justicia de Aragón el indulto de una persona interna, solicitado al Estado con motivo de la Semana Santa.

Esta tradición une a la institución y a la cofradía desde 1994 y se ha convertido en una ceremonia significativa dentro de la Semana Santa de Zaragoza.

El acto ha tenido lugar en el Palacio de Armijo y ha contado con la presencia de la justicia, Concepción Gimeno; el Hermano Mayor de la Piedad, Luis Bernal; el secretario de Caridad, Luis Miguel García, y representantes del Centro de Inserción Social ‘Las Trece Rosas’.

La justicia de Aragón ha explicado que este acto es una oportunidad para reconocer la labor que desempeña La Piedad para apoyar a las personas privadas de libertad: “Me consta su trabajo de seguimiento de los internos, la asistencia económica y social a sus familias y el acompañamiento después de cumplir la pena para apoyar su integración en la sociedad y prevenir la reincidencia”.

Los representantes de la Cofradía han explicado que el indulto se propone para personas con las que la cofradía ha tenido contacto por su labor de acompañamiento en cárceles y centros de internamiento, como el Centro de Inserción Social ‘Las Trece Rosas’ y el Centro Penitenciario de Zuera.

En este caso, la cofradía elevó la propuesta al Gobierno central, quién publicó el indulto en el Boletín Oficial del Estado el pasado 25 de marzo. En él, se indulta “la pena privativa de libertad pendiente de cumplimiento con la condición de que no vuelva a cometer delito doloroso en el plazo de tres años”.

Las personas que pueden optar a esta medida de gracia deben estar cumpliendo condenas por delitos no graves y tienen que tener informes favorables por parte de la dirección del centro penitenciario en el que cumplen condena. Además, han tenido que mostrar buen comportamientos y signos claros de rehabilitación.

Según el BOE del 24 de marzo, la persona indultada había sido condenada por un delito continuado de estafa a la pena de tres años de prisión. Además, Luis Miguel García ha subrayado que todo el mundo comete errores y todos tenemos derecho a una segunda oportunidad: “Hay que poner el foco en el futuro de esa persona y no en un momento determinado del pasado”.

ORÍGENES DEL INDULTO

La tradición de conceder indultos con motivo de la Semana Santa en España tiene raíces históricas vinculadas a prácticas de misericordia y redención cristiana y suele relacionarse con privilegios concedidos en el siglo XVIII —como el otorgado por Carlos III a la cofradía de Jesús “El Rico” de Málaga.

Actualmente, la concesión de indultos en España se rige por la Ley de 18 de junio de 1870, aún vigente, que regula el ejercicio de esta medida de gracia por parte del Gobierno.

En Zaragoza, la tradición se mantiene a través de la Cofradía de la Piedad, que cada Semana Santa solicita el indulto de un preso. La decisión final corresponde al Consejo de Ministros.

Accede a la publicación del indulto en el BOE

31 March 2026

The Parliamentary and Health Service Ombudsman (PHSO) has appointed Sir Jonathan Jones KCB KC (Hon), Professor Sir Stephen Powis and Dr Mark Chakravarty to its Board as non-executive members.  

Sir Stephen and Dr Chakravarty will join the Board on 1 April 2026, with Sir Jonathan taking up his role on 1 July 2026. 

The Board provides strategic oversight of PHSO and supports the Ombudsman in ensuring the service operates effectively, independently and in the public interest. 

Parliamentary and Health Service Ombudsman Paula Sussex CBE said:

“Sir Jonathan, Sir Stephen and Dr Chakravarty bring a wealth of experience from government, health and the healthcare sector. I’m delighted to welcome them to the Board.  

“Their expertise and passion for public service will be invaluable as we deliver our new strategy, providing the insight, independence and leadership necessary to enhance how we serve the public.  

“As we enter the next phase of our work, our focus continues to be to deliver fair and impartial justice for individuals whilst driving public service improvements and helping public services learn from complaints. 

“I look forward to working with them as we transform PHSO into a first-class complaint handling service that will help improve the user experience for all.” 

On 30 March 2026, members of the DPM and an external expert carried out an unannounced thematic visit to the Dolfka Boštjančič Draga Centre for Training, Work and Care. The purpose of the visit was to examine the use of a special protection measure (PVU).

During the visit, it was established that CUDV Draga applies a special protection measure involving restriction within a single room to certain users with the most severe emotional and behavioural disorders. This measure is used as a measure of last resort when less intrusive approaches fail to manage an individual’s dangerous behaviour. Although CUDV Draga has developed a positive behavioural support programme to assist users in situations of distress, the PVU is still used in certain cases. The DPM pointed out that such measures may only be carried out in a secure ward of a social welfare institution, where individuals must be accommodated in accordance with the provisions of the Mental Health Act (ZDZdr), which clearly defines the conditions and manner of their use. At the time of the visit, however, none of the users were accommodated in accordance with these provisions, although some were unable to leave their living premises independently.

The DPM discussed with representatives of CUDV Draga the need for the systematic regulation of the legal basis for restricting personal liberty in training institutions. The DPM also reminded the institution’s representatives that they must strictly comply with the provisions of the Mental Health Act when applying the PVU.

The DPM will prepare a report on the visit containing recommendations for improvement. The report will first be sent to the visited institution and, after receiving its response, also to the Ministry of a Solidarity-Based Future, with the Social Inspectorate informed thereof.