Complaint handling in the energy sector is not a matter of courtesy, but a legal obligation: consumer complaints must be responded to in a timely and documented manner, and the entire process must be traceable. BürOffice provides a complaint management system designed for this purpose: it places the complaint in a separate workflow upon receipt, counts down the deadline, and escalates the issue if the response is delayed.
The agent can view the complaint, the consumer’s history, and response templates all on a single screen. The manager, meanwhile, can see how many complaints are pending, which ones are nearing their deadlines, and where intervention is needed. This page explains how complaint management is structured in BürOffice.
Complaints come in via email, mail, phone, and in person—four channels, four separate records. Some people track deadlines in Excel; others in their calendars. When the colleague in charge goes on vacation, the complaint just sits on their desk.
Delays here aren’t just an internal matter. A complaint answered after the deadline can lead to regulatory action and fines, while incomplete documentation leaves the service provider unable to defend itself. And every mishandled complaint means a lost customer—who will go on to share their bad experience with others.
Quarterly complaint statistics are a whole other story: someone spends days compiling data from spreadsheets to determine how many complaints were received, what they were about, and how long it took to resolve them. Manually, after the fact, with room for error.
Meanwhile, customer service doesn’t realize that the caller has an open complaint—and, acting in good faith, makes a promise that interferes with the ongoing investigation.
According to the law, the deadline for responding to a written consumer complaint is 15 days, which may be extended once by 15 days if justified. If the consumer then turns to the MEKH, the administrative deadline for the regulatory proceedings is 55 days, or 75 days for water utility matters—and the authority requests the service provider’s complete documentation.
BürOffice automatically starts the countdown for every complaint. The system alerts users when the deadline is approaching and escalates the issue if a response is delayed—the manager in charge is notified while there is still time to take action. Thus, the MEKH complaint-handling deadline is not a source of stress, but a set rule.
If the consumer responds to the reply, the system attaches their message to the original complaint—the thread of the consumer complaint’s handling remains unbroken, no matter how many rounds of correspondence there are.
Complaints made by phone or in person are the easiest to lose track of: a colleague takes notes, and then those notes stay in a drawer. In BürOffice, recording a verbal complaint immediately creates a complaint file—complete with an ID number, a deadline, and a designated person in charge.
The report is generated from a template right during the call. The customer is still on the line when their complaint is already in the system—rather than waiting on a scrap of paper for its fate to be decided.
A complaint is almost always a symptom of another issue: an incorrect invoice, a missed meter reading, or a delivery problem. In BürOffice, a complaint file therefore does not start from scratch—the related invoice, report, and correspondence are automatically attached to the file from the invoicing system and the document repository.
This way, the case manager doesn’t have to go digging for information—they can simply investigate. The response is faster and more well-founded—and the customer can tell the difference between having their issue genuinely resolved and simply being brushed off.
If the investigation stalls—the person in charge is on leave, or the technical department isn’t responding—the system escalates the issue: first it sends a reminder, then it escalates the matter to the manager. Meeting the deadline doesn’t depend on whether someone is paying attention.
For complaints involving multiple departments, the built-in chat feature speeds up coordination: colleagues discuss the issue within the case file, and the message exchange is saved with the case—this also serves as documentation for a later investigation.
When handling an inquiry from MEKH or a consumer protection agency, the questions are always the same: when was the complaint received, who handled it, what was the response, and when did the consumer receive it? In BürOffice, the answer to all of these questions is available within minutes—complete with a logged, timestamped document trail and proof of delivery.
During the conciliation board or regulatory phase, this is what decides cases: those who have documented everything thoroughly can defend themselves. Those who haven’t must pay—even if they were otherwise in the right.
Official data reporting and complaint statistics are not separate projects either: reports are generated directly from the system, without the need for manual spreadsheet creation. Compiling the quarterly report is reduced from days to minutes.
The control panel displays in real time how many complaints are pending, which phase they are in, and which ones are nearing their deadline. The KPI reports also show individual workloads—during critical periods, a manager can reallocate capacity to a complaint handler’s workload with a single click.
The quality of complaint handling can thus be tracked and improved: response time, the percentage of complaints resolved on the first contact, and the number of repeat complaints—all of which are measurable, both by agent and by complaint type. Trends also reveal whether a new template or process change has lived up to expectations.
The control panel displays in real time how many complaints are pending, which phase they are in, and which ones are nearing their deadline. The KPI reports also show individual workloads—during critical periods, a manager can reallocate capacity to a complaint handler’s workload with a single click.
The quality of complaint handling can thus be tracked and improved: response time, the percentage of complaints resolved on the first contact, and the number of repeat complaints—all of which are measurable, both by agent and by complaint type. Trends also reveal whether a new template or process change has lived up to expectations.
Yes. BürOffice integrates with the CRM and the invoicing system, and the complaint module is based on existing customer data—the agent can view the consumer’s entire history along with the complaint.
The complaint-handling process will go live in a few weeks—a well-defined area with quick results.
The rules engine categorizes cases based on the specified criteria, and in cases of doubt, the case handler makes the decision—classifying the case as a complaint with a single click, which triggers the calculation of the deadline.
The system meets the high-level requirements of NIS2, complies with the GDPR, and provides authentic archiving in accordance with eIDAS—ensuring that the records remain admissible as evidence even decades from now.
Complaint management is a process where even a single slip-up can result in fines and reputational damage—and where order can be established most quickly. Request a free demo, and in one hour we’ll show you how the complaint management system works within your processes.
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