Dispute settlement
For problems with your network operator
Consumers and companies do not always agree with the way network operators work. Are you having problems with a network operator? For example, have you received information too late? Or was the information you received incomplete? Do you have a complaint about tariffs, such as those for your connection to the network? Are you and your network operator unable to resolve the problem? The Board of the NMa can deal with such disputes or it can try to mediate in them. However, it is critical that you have already submitted your complaint to your network operator in writing.
Please note: we do not settle disputes that you have with your supplier
The NMa is not the organization to turn to in cases of disputes with energy suppliers (in Dutch). If you, for example, have received an incorrect energy bill, or if you have another complaint about your supplier, you should submit a complaint with your energy supplier (the energy company) first. If you have already done so, and the dispute has not been settled, you can forward the dispute to the Commission on Disputes concerning Energy and Water (in Dutch). This only applies to consumers. Companies can submit their disputes with the Commission on Disputes concerning Energy and Water for businesses. The case will then be dealt with by a private-law court.
Other options
Alternatively, you as a consumer can also submit your problem with a network operator to the Commission on Disputes concerning Energy and Water. That process is often faster than the dispute settlement procedure at the NMa, and it offers you, for example, the option of claiming compensation. However, you will have to pay a fee of €25, which will be reimbursed if the Commission rules in your favor.
Submitting a dispute settlement request
Would you like to submit your problem with a network operator to the NMa? Please print the dispute settlement request form (in Dutch) and fill out the form. Please send it to the NMa as regular mail or by fax. Make sure that you include all the necessary documents, including the letter to the network operator in which you have informed the network operator of your problem, as well as the network operator’s response to your complaint.
Reaction from network operator
Are you a network operator and have you received a request from the NMa to respond to a complaint? Please print the Network operator response form (in Dutch), and fill it out. Please send it to the NMa as regular mail or by fax.
Mail address for dispute settlement
Board of the NMa
c/o dispute settlement coordinator
P.O. Box 16326
2500 BH The Hague
The Netherlands
Fax: +31-70-330-3370
What happens to your dispute settlement request after it is received by the NMa?
Would you like to know more about the NMa procedure concerning disputes with network operators? Please read the Policy rule on Energy disputes (in Dutch).
If you have filed a dispute settlement request, the Board of the NMa decides in what way the Dutch Electricity Act or the Dutch Gas Act should be interpreted. The Board normally issues a decision within four months after the request has been received. Objections and appeals can be filed against this decision.
