“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.