In the event of a dispute with your distributor, particularly regarding issues related to:

• The failure to process a request related to the completion or modification of a connection, or delays in completing the connection or modification;
• The failure to process a request for the relocation of facilities or delays in completing the relocation;
• The failure to address a power outage, repair, or safety issue;
• A dispute over the energy bill (excessive amount, incorrect meter reading, cumulative consumption, etc.);
• A request for a change to the supply contract (change in tariff, power, or flow rate, etc.);
• A request for reconnection following disconnection due to non-payment;
• Voltage/pressure drops;
• Issues related to metering;
• Rights of follow-up (proportional share);
• Compensation for incidents.

Any complaint of a technical, commercial, or administrative nature (billing errors, long delays, power outages, etc.) must first be submitted to the electricity and natural gas distributor in accordance with its internal complaint handling procedure approved by the CREG (available on our website: www.creg.gov.dz).

Contact details for the Algerian Electricity and Gas Distribution Company (Sonelgaz – Distribution):

Sonelgaz- Distribution Address: 500 Office Building – Route No. 38 – Gué de Constantine – Algiers Tel:  023.61.25.44/45  Website: www.sonelgaz-distribution.dz

Good to know: You can contact your distributor on your own or consult a consumer protection association to advise and assist you in your démarches.

Consult the list of consumer protection associations on the website: https://www.commerce.gov.dz/les-associations-de-protection-de-consommateurs

When?

If you have not received a response from your distributor within a maximum period of two (02) months, or if the response you received is unsatisfactory, you can file an appeal with the Electricity and Gas Regulatory Commission (CREG), along with the necessary supporting documents (copies of all letters sent to the distributor and, if applicable, the corresponding responses).

How?

You can contact the CREG either online or by mail:

• Online: By filling out the online form below.
• By mail: By downloading the form.

• Submit a letter of appeal to the Commission’s headquarters during working hours (Sunday to Thursday, 09:00 AM to 04:00 PM);
• Mail the letter to: CREG, Section N°04 lot n°788 Zone d’activité Amara, Cheraga, Algiers, Algeria.
• Fax the letter to: 028 91 03 02;
• Email the letter to: recours@creg.gov.dz.

Upon receipt of the appeal file, the CREG analyzes it to determine its admissibility and whether it is competent to handle the case. This analysis is done within a maximum period of five (05) working days, after which a letter will be sent to you informing you of the outcome of your appeal.

• If your appeal is outside its competence, the CREG will send you a letter to that effect.
• If your appeal falls within the competence of the CREG but is not admissible, the CREG will explain the reasons, such as:
  • You did not first approach your distributor (failure to exhaust all internal appeal options);
  • Your file is incomplete;
  • Your dispute is currently being examined by a competent judicial authority or has already been resolved by that authority.

If your appeal is admissible and within the competence of the CREG:

The CREG will request your distributor to provide the necessary explanations and will invite them to respond within a maximum period of fifteen (15) days.

After studying and analyzing the distributor’s response, the CREG will act as follows:

1. If the CREG deems the distributor’s arguments valid and that the distributor has acted in accordance with the regulations, the CREG will send a letter to the complainant, containing all the information necessary to clarify the issue and the reasons for closing the appeal case.
2. If the CREG deems the distributor’s arguments unfounded and that the situation results from a misinterpretation of the regulations or a failure on the part of the distributor, the CREG will inform the distributor of the regulatory provisions related to the dispute and will ask them to comply.
   • If the distributor agrees to correct the situation, the complainant will be informed by the CREG, and the appeal case will be closed.
   • If the distributor maintains its position, the CREG will make a decision against the distributor and rule in favor of the complainant. The decision will be notified to the distributor, and the complainant will be informed.

In all cases, the CREG may, if deemed necessary, convene the concerned parties in an attempt to reach an amicable solution.

If either of the parties is not satisfied with the CREG’s position on the appeal, they will always have the option to take the dispute before the competent judicial authorities.