Dear Customers,

I appreciate the fact that you are customers of one of the PRE Group companies.

I am convinced that our employees exert all efforts to meet your justified requirements.

However we live in a world which also brings with it the fact that we all occasionally make mistakes. If the one making the mistake is a PRE employee then this unfortunately means there is an unsatisfied customer on the other side.

As the saying goes: “To err is human, but only the fool persists in his fault”. You must believe that the PRE Group is sincere in making sure that there are as few mistakes on our side as possible and if mistakes do occur then they are rectified quickly and effectively.

However sometimes it is hard to reach a result that both sides can agree on. There could be many reasons, and very often it could be a misunderstanding or wrong understanding of some facts on one or the other side. Disputes then escalate and customers opt for the next leve in order to assert their rights, are exposed to unnecessary stress and their dissatisfaction with PRE grows.

As of 1 January 2014 the PRE Group established the office of ombudsman. The ombudsman’s task is to settle potential disputes between customers and the companies of the PRE Group and look for a solution acceptable to both sides. I hope that by taking this step we will contribute to increasing customer satisfaction.

Dear customers, feel free contact me whenever you think that the requirement or complaint you lodged with any of the companies of the PRE Group was wrongly assessed and resolved.

I am convinced that the employees of the PRE Group proceed in accordance with legislation and PRE’s internal regulations when settling customers’ complaints. However some extraordinary situations require extraordinary solutions. It is necessary to look at a matter from a different angle and assess all circumstances in a different light – and this is what I will genuinely try to do when handling your pleas.

This website was created to guide you through the options of when and how to contact the ombudsman to examine your case.

I will deal with each of your suggestions with all due care, investigate and objectively judge all the circumstances.

I also greatly welcome your feedback. There is always room for improvement and your suggestions can significantly contribute to this.

Diana Stuchlíková
PRE Group Ombudsman

Contact: ombudsman@pre.cz

How to contact the PRE Group Ombudsman?

• use the electronic form,
• send your submission by e-mail to the address ombudsman@pre.cz
• or by mail to the address PRE group Ombudsman, Na Hroudě 1492/4, Prague 10 – Vršovice, 100 00
• call the PRE Customer line (850 550 055 or 267 055 555), where the operator will note the submission to the Ombudsman and will submit it for processing.

What happens with my submission to the ombudsman?

As soon as the ombudsman receives the written submission, they will send confirmation of receipt to the customer. In the next few days they will make an initial assessment of whether they are authorized to deal with the case. If this is not the case, the customer will be informed of this fact.

If the matter does fall into their competence, they will begin their own investigation. There is a 30-day deadline for informing the customer of the outcome. It can happen that in exceptional and complicated cases this deadline may not be objectively observed, and the customer is informed of the reasons within the deadline and of the likely date when they will be informed of the outcome.

When is the ombudsman unable to help?

The ombudsman cannot deal with such submissions when the Energy Regulatory Office deals with the case or when the customer institutes criminal proceedings in the case.

In what way do the departments differ in the way they deal with claims and complaints to that of the PRE Group Ombudsman?

Departments dealing with claims and complaints are engaged in dealing with initial complaints and claims. Each of the PRE Group companies has such a department. The ombudsman is not a replacement for these departments.

The PRE Group Ombudsman was established as an impartial and independent person whose task is to settle potential disputes between the customers of the PRE Group companies and these companies. At a customer’s request the ombudsman investigates whether his complaint or claim was properly considered and settled by the relevant company. The ombudsman’s investigation is impartial and
re-examines all the facts.

In the case that the matter has not been settled as a complaint or claim as part of the standard procedures of the PRE Group, the ombudsman may submit such submissions to the relevant departments and inform the customer of such a step.