CEZ Ombudsman Activities in 2022
A total of 902 customers contacted the CEZ ombudsman team in 2022. Compared to 2021, it was a 72% increase.
The number of customer claims reflected the turbulent development of the energy market. The ombudsman assessed 75 claims as legitimate, or roughly 8% of the total number. In almost a half of cases (35 claims), the ombudsman exercised his power and applied a specific approach taking into account the customer life situation. In such cases, the company complied with the ombudsman’s decision even if the claim was not justified. In 13 years of activity, the CEZ ombudsman has applied a specific approach in 393 cases.
The ombudsman institute was established by CEZ as one of the first energy companies in Europe and the first in Czechia. The CEZ ombudsman reports directly to the Board of Directors and is completely independent.