The CorrWatch initiative expresses its deep concern about the billing of thermal energy by Termokos and calls for an immediate review following the publication of the October and November bills.

According to a public response on behalf of GLPS, the GAP Institute and INDEP, these bills are considered inflated and inconsistent with consumer protection standards, having a direct impact on citizens' trust and the integrity of the regulatory process in the thermal heating sector .

"One of the most disturbing issues is that the invoices were issued without the approval of the tariffs by ERO. Unacceptably, Termokos has applied the variable component (tariff for supply/consumption), which is for consumers who have heat meters, although many apartments still do not have meters. This has brought numerous complaints from citizens, who are facing a sudden increase in bills of about 30%, without an official announcement announcing the increase in tariffs for 2024. In addition, Termokos has established two new categories of costs, for shared consumption and thermal capacity, without providing a clear explanation of the methodology or reasoning behind these changes. This action is contrary to the Law on Consumer Protection, which requires accurate and transparent information of citizens about any fees and changes related to the service. This situation has created a wave of complaints from consumers, who feel burdened with unreasonable and unjustified costs. ERO, as the authority responsible for consumer protection and tariff monitoring, must urgently intervene to address these issues and ensure that if there has been an increase in tariffs, the relevant reasons and bases are explained, the variable component is removed from the bills for those that do not have a meter, since there is no legal basis for its application, the invoices of October and November reflect the tariffs of the previous year, since they were distributed without the approval of the respective tariffs, the cost of the excess that was applied in these months should be deducted from the December invoices", the response states.

According to the response, proper information, transparency and accountability are key to restoring consumer confidence and protecting the integrity of the regulatory process and the thermal energy operator.

"Increased and unaffordable heating bills mean a decrease in the quality of life of citizens, but also an increase in electricity consumption, which does not contribute to the current phase of the energy transition in which Kosovo is located. CorrWatch calls on Termokos to fulfill its legal obligation for fair and quality service for consumers and on the ERO to intervene whenever their rights are violated", says the reaction.