Huge electricity, gas or water bill: wrong meter readings, recalculation: what to do under Georgian law

What to do

1. Qualification: the utility (electricity, gas or water), whether there is an individual meter, and where the amount comes from — meter readings, “average” estimate, “number of residents”, or another person’s debt transferred to you. Water: if there is a meter, charges are based only on it; if there is none, on the number of residents (GNERC Rules on Drinking Water Supply and Consumption, Art. 9).
2. First, a written claim requesting verification and recalculation: a reasoned response to the application no later than 10 working days (Electricity Distribution Network Rules, Art. 7 — GNERC); a meter check on site with the consumer, with a report, no later than 10 working days from the application (Electricity Distribution Network Rules, Art. 32); gas: verification of readings and a report no later than 5 working days from the demand (Natural Gas Supply and Consumption Rules, Art. 12); water: review of the charge and meter check within 5 working days (Drinking Water Rules, Art. 11).
3. Meter check and recalculation: if metering or readings are wrong, the operator must correct the data (Electricity Distribution Network Rules, Art. 32); the check is carried out by the metrology agency or an accredited laboratory; if the error exceeds the permitted margin, the costs fall on the operator (Electricity Distribution Network Rules, Art. 32); an error to the consumer’s detriment — recalculation from the start of the error until the check (Electricity Distribution Network Rules, Art. 32); if the start date of the error is unknown — recalculation for no more than 3 months (Electricity Distribution Network Rules, Art. 32). Charging “on average”: an average estimate is permitted only with written consent, once, and for no more than 1 month (Electricity Distribution Network Rules, Art. 32).
4. During the dispute: continue to pay for current consumption (Natural Gas Supply and Consumption Rules, Art. 13); while the dispute is pending before the Commission or a court, the service may not be cut off over the disputed amount without their decision (except for current payments where the meter is working) (Natural Gas Supply and Consumption Rules, Art. 13).
5. If the company refuses or does not respond: the GNERC complaints department examines disputes with companies, reconciles them or refers them to the Commission (GNERC Statute, Art. 19); GNERC has a Public Consumer Advocate (GNERC Statute, Art. 11); then court.
6. Where to apply: company (written application) → GNERC (ენერგეტიკისა და წყალმომარაგების მარეგულირებელი კომისია) → court.
7. Evidence: past bills, dated photos of the meter, the inspection report, the claim with its number, evidence that the flat was unoccupied.
8. Pitfalls: stopping all payments; opening the meter yourself — risk of being accused of illegal consumption; waiting for an individual dispute decision from the Competition and Consumer Protection Agency — utility disputes are handled by the sector regulator, GNERC.

Be sure to check

• a written claim to the company and a joint meter check with a report within a short period
• if an error or wrong readings are confirmed — mandatory recalculation (limited in period if the error date is unknown)
• “average” billing — only with written consent and only once
• pay current bills; dispute with GNERC (complaints department, public consumer advocate), then court