Find out the answers to all questions you may have
FREQUENTLY ASKED QUESTIONS
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ExpandSupply Coverage
- Do you supply electricity to both Business and Residential customers?
Of course we do. ELPEDISON supplies electricity to residential customers, through its ElectricityHome & ElectricityHome Protect product range and to business customers, through its Energy Premium & Energy Premium Plus product ranges.
- Do you supply electricity all over Greece?
Yes. ELPEDISON now has the possibility to supply electricity all over Greece, mainland and islands, considering that, since the beginning of 2016 took place the opening of the electricity market to the Non-Interconnected Islands.
Click here for the contact telephone numbers of Islands Region for faults and metering.
- Do you supply electricity to both Business and Residential customers?
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ExpandUseful Forms
- Which are the Forms that may be useful to me?
For the Revocation Application - Electricity, please press here
For the Meter Control Application, please press here
For the Consumption Bill Contest Form, please press here
For the Information Request for Consumption Data Form, please press here
For the Meter Representation Declaration Form, please press here
For the Authorization for Customer Representation Form, please press here
For the Supply Contract Denouncement Form in Low Voltage, please press here
For the Supply Contract Denouncement Form in Medium Voltage, please press here
For the Contract Modification Application Form, please press here
For the Complaints Submission Form, please press here
For the Authorization form for Power Disconnection, please press here
For the Authorization form for Meter Disconnection, please press here
For the Electricity Services Document, please press here
For the Revocation Application - Natural Gas, please press here
For the Responsible Statement - authorization, please press here
For the Responsible Statement - no long-term debts, please press here
For the Responsible Statement - lack of lease, please press here
For the Responsible Statement - cohabitant, please press here
For the Responsible Statement - building administrator, please press here
For the Responsible Statement - "Promo Εξοχικό", please press here
For the information regarding Social Residential Tariff, please press here
- Which are the Forms that may be useful to me?
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ExpandInformation from TIRESIAS S.A. anf other Operators
- To which bodies can I address to resolve extra-judicial issues?
Bodies of out-of-court settlement of disputes
- Regulatory Authority for Energy (RAE)
If the Supplier breaches the regulatory framework, the consumer may file justifiable complaint before RAE based on article 43 of Law 4001/2011- Hellenic Consumer’s Ombudsman
- General Secretariat of Consumer
- How can I be informed about the processing of personal data from TIRESIAS S.A.?
For the Information regarding the processing of personal data from TIRESIAS SA's, please press here.
- To which bodies can I address to resolve extra-judicial issues?
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ExpandBenefits of the Market Liberalization
- What are the "Communication Principles with a Customer" that ELPEDISON follows, when communicating with its customers or/and promoting its products?
The "Communication Principles with a Customer" that ELPEDISON follows are those being defined in Appendix I of the New Supply Code for Electricity (GG B' 832/09-04-13). To read this Appendix, you may double-click here.
- What does deregulation of the electricity market mean and what are the benefits for the consumer?
Practically, liberalization means that the consumer can choose his supplier and is no longer obliged to purchase energy from the incumbent, through regulated and non negotiable rates.
Since 2007, the electricity market has been liberalized for all consumers and all customers in Greece are eligible to change their Electricity Supplier.
The consumer enjoys the right to select its electricity supplier and to freely negotiate the energy prices and the terms and conditions of the related services.
The organization of the market after the deregulation, as per the Laws 2773/1999 and 4001/2011, is briefly depicted in the following diagram:
- What are the "Communication Principles with a Customer" that ELPEDISON follows, when communicating with its customers or/and promoting its products?
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ExpandWhy should I choose ELPEDISON?
- Why should I choose ELPEDISON as the Electricity Supplier of my Business or/and Household?
Because ΕLPEDISON will assist you with a top energy planning of your business, having as objective the reduction of your electricity costs and providing you with a competitive product offering matching the needs of your business. On top, ELPEDISON offers you a competitive proposition for the electricity needs of your home, while offering you energy services that can add real value to you.
One of ELPEDISON's strengths is customer care and support. For us, serving the customer is a way of living. The long list of the highly energy-demanding companies that have trusted us so far, as well as the significant residential customer portfolio we have already built, is a guarantee of our competitive energy products, high quality services as well as of our reliability, integrity and professionalism.
- Who is ELPEDISON?
The ELPEDISON Group has been created by two European giants in the sector of energy, HELLENIC PETROLEUM and EDISON, both leaders on their national market.
ELPEDISON owns two modern power plants located in Thessaloniki (400 MW) and Thisvi (420 MW) and is the first independent energy producer in Greece.
At the same time, ELPEDISON represents one of the most reliable Alternative Suppliers to the incumbent, for the supply of final customers in Greece. It also enjoys a major presence in the Southeastern European Region, in the trading of electricity, by participating in the wholesale market as well as in the cross-border exchange with neighboring countries. In this way, ELPEDISON brings to final customers significant discounts to their energy bill and contributes to the economic development of the country
- Why should I choose ELPEDISON as the Electricity Supplier of my Business or/and Household?
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ExpandSwitching Process
- What is the required time-frame for the initiation of the electricity supply of my Business or Home by ELPEDISON?
The required time is at most one month after the acceptance of the application of the potential customer and it is subject to the procedures of the Distribution System Operator.
- Are there any additional charges in case I choose an Alternative Electricity Supplier?
No, there are no additional charges or any changes in your network and metering infrastructure, whether of your Home or your Business.
- How can I switch to ELPEDISON?
The only thing you have to do is to call our Customer Service, at 18128.
- During the switching stage to ELPEDISON is there any risk of temporary power disruption?
No. The transaction is purely commercial. The continuity of the supply is guaranteed by the Distribution Network Operator with no disruption at all.
- Do I have the option to disconnect from ELPEDISON, if required? If yes, what is the disconnection process?
In case you wish to cease the Energy Supply by ELPEDISON, you can do so by filling in the related Disconnection Application, so as to initiate the corresponding disconnection process.
The disconnection time period is three (3) months from the date of the submission of your disconnection application, as it is defined by the current Greek Legislation Framework.
- What is the required time-frame for the initiation of the electricity supply of my Business or Home by ELPEDISON?
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ExpandGuarantees
- What is the guarantee requested by ELPEDISON for Medium Voltage customers?
For Medium Voltage customers with a 1-year contract, ELPEDISON requests a guarantee which corresponds to an one to three months consumption, depending on the customer’s creditworthiness, and it can be paid by Cash or by a Guarantee Letter.
- Is it requested by ELPEDISON a guarantee for Low Voltage customers?
ELPEDISON requests a guarantee that corresponds to thirty (30) days of consumption and it is charged on the first bill which the customer will receive from ELPEDISON.
- How will the guarantee appear in my electricity bill if I have selected the Standing Order via Credit Card as the way of the bill payment?
The guarantee amount will appear in your bill, until the moment that you activate the Standing Order via your Credit Card, at your preferred Bank Branch.
The appearance of the guarantee charge in the bill of ELPEDISON, up to the activation of the corresponding Standing Order, is necessary for accounting reasons.
The activation of the Standing Order will be implemented by the Banking Institution, where you made the corresponding application. Thus, ELPEDISON will be informed accordingly, by the Banking System.
Following the first successful operation of your Standing Order, the next bill, that ELPEDISON will issue, will NOT include any more the Guarantee amount.
ELPEDISON depicts the deletion of the guarantee, thanks to the use of the Standing Order, through the issuance of a corresponding bill, which sends next to the consumer.
In case that you have selected to revoke the Standing Order and you have properly filled in the corresponding Revocation document, you become IMMEDIATELY liable for the submission of the guarantee.
- What is the guarantee requested by ELPEDISON for Medium Voltage customers?
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Expand"Last Resort" Supplier
- Who is the "Last Resort" Supplier?
"Last Resort" Supplier is the Energy Supplier (according to the Law 4001) who is obliged to supply electricity to customers, who are not represented by any Supplier, due to the fault of their previous Supplier and not of themselves.
- For how long is the "Last Resort" Supplier obliged to supply the customers who are not represented by any Supplier?
The "Last Resort" Supplier is obliged to supply such customers temporarily only and, in any case, for a period of maximum three (3) months. During this period, these customers have the option to negotiate new supply contracts with a Supplier of their choice.
- Who is, today, the "Last Resort" Supplier in the energy market?
As "Last Resort" Supplier is defined by the Regulatory Authority of Energy (RAE) the Supplier with the largest market share in every customer group. Thus, today it is PPC.
- Once moved to the "Last Resort" Supplier, when do I have the right to select ELPEDISON as my new Supplier?
At any time, during the three (3) month period you will be with the "Last Resort" Supplier, you have the option to proceed to an electricity supply contract with ELPEDISON and become our customer without any extra cost.
- What will happen with the payments and the guarantees that I have paid to my previous Supplier?
ELPEDISON, according to its current policy, does not ask any guarantee, if the customer selects to pay its electricity bills through a Standing Order. In all cases, you need to settle first any pending payments to other Suppliers in order to become, next, our customer.
- Who is the "Last Resort" Supplier?
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ExpandNetwork Issues
- In case of a power disruption, to whom do I have to address?
You should address yourself to the Power Outages Service of the Hellenic Electricity Distribution Network Operator (HEDNO-DEDDIE), which is responsible for the development, maintenance and operation of the network.
- Who is responsible for the measurements?
For the low voltage meters, the responsibility of the consumption measurements is with the Hellenic Electricity Distribution Network Operator, HEDNO-DEDDIE. For the medium and high voltage meters, the responsibility is with the Independent Transmission Network Operator, ADMIE and the process of collecting measurements is automated.
- In case of a power disruption, to whom do I have to address?
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ExpandProducts and Charges
- Which is the average unit price of the readjustment charge for the previous year of the supply agreement?
The average unit price of the readjustment charge for the year 2018 is 0,015€/kWh.
- What are the conditions in order to become a Medium Voltage customer of ELPEDISON, selecting Energy High or Energy Low products?
In order to become a Medium Voltage customer of ELPEDISON and select Energy High or Energy Low product, you should be connected to the Medium Voltage grid (Agreed Capacity between 250 kVA and 10 MVA), have a yearly energy consumption of up to 3.000.000 kWh per supply meter, with a Load Factor of up to 70%.
- In case I do not match the conditions required for the Energy High or Energy Low products, do I still have the option to get an offer by ELPEDISON?
Even if your yearly energy consumption exceeds the 3 GWh per supply meter or/and the load factor is higher than 70%, you can become our customer, since ELPEDISON Energy undertakes the formulation of a proposition especially for your Company. Precisely, our Marketing Department analyses in dept your energy profile, based on your last twelve (12) electricity bills, in order to formulate the best possible proposition for your Company.
- Which is the pricelist of ELPEDISON for the Medium Voltage products?
Please click here for ELPEDISON's Medium Voltage Pricelist.
- What does the ELPEDISON competitive charges include per Energy Plus product?
ELPEDISON's competitive charges/kWh per Energy Plus product do include all costs related to the energy supply, such as the cost of Energy, the cost related to the Grid Losses, the cost for the Capacity Availability Certificates, the charges for the Recovery of Variable Cost of Generation Units, the Charges for Ancillary Services, the System Imbalances and the charges included in the Uplift Account (LP-3).
- Apart from the ELPEDISON competitive charges/kWh per product, what other cost should I take into account?
You should also take into account the applicable Regulated Charges plus the VAT and any applicable taxes and levies.
- What are the Regulated Charges for the Low Voltage?
For the Regulated Charges in the Low Voltage, common to all Energy Suppliers, please click here.
- What are the Regulated Charges for the Medium Voltage products?
In order to see the Regulated Charges for the Medium Voltage products, please click here.
- What does ELPEDISON’s competitive charge/kWh include per Energy Premium product type?
The charge/kWh includes in each case the energy supply cost, the cost for the capacity availability certificates, the charges for the variable energy production cost and the charges for the ancillary services.
- Apart from the Energy Premium & Energy Premium Plus competitive charge/kWh per product type and the ElectricityHome & ElectricityHome Protect competitive charge/kWh per product type, what other cost should I take into account?
On top of the competitive charge of each Energy Premium & Energy Premium Plus and ElectricityHome & ElectricityHome Protect product, you should also add the applicable Regulated Charges plus the VAT and any applicable taxes and levies.
- What does ‘Agreed Capacity’ of my supply connection mean?
The ‘Agreed Capacity’ of your supply connection represents the maximum power that your company or home can absorb from the grid and which the Distribution System Operator will ensure can be delivered through the grid. It is reported on your electricity bill, at the field “Agr. Capacity of Connection”, on the bottom left hand side of your electricity bill, and is expressed in kVA.
- Which is the average unit price of the readjustment charge for the previous year of the supply agreement?
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ExpandPayment and Bills
- How is the On Account Bill calculated?
On Account Bills are issued in cases that there are no indications for billing.
The charge and depiction of against and clearing bills are made the same way, with the following differences:
- The charged consumption is estimated and not real
- It is not made charge of value of excise duty (ΕΦΚ) and special duty 5‰ (Law 2093/1992)
- It is not made charge for ERT
The estimation of consumption to the against bills is based:- on consumption data which are sent to the suppliers for each meter from the Network Operator (HEDNO) through ex-ante consumption archives
- on previous clearing bills issued by our company
- How will I receive my bill?
We give you the option to receive it through post or electronically through the e-bill service of ELPEDISON. For more information or to activate the e-bill service, please press here.
- How many bills will I receive?
You will receive a monthly bill by ELPEDISON, with the charges related to your energy consumption and the municipality fees.
- Is there any case where I might receive more bills? If yes, how many bills will I receive and how these should be paid?
According to the Commercial Policy of ELPEDISON (as also defined in the General Supply Terms), a consumer, based on the energy data that there will be received from DEDDIE, the type of the power supply and the billing cycle, will receive a bill every month ("ENANTI" or "EKKATHARISTIKOS").
An exception to the above rule is the meter change (from DEDDIE), where ELPEDISON is obliged to reflect the change in two consecutive bills, or in the case of direct debit activation where it is published with the current bill and the credit one in the amount of the guarantee, or in the case of a corrective bill (after relative correction of indications from DEDDIE).
- How frequently do I receive bills? How soon do I have to pay them?
ELPEDISON issues the electricity bills on a monthly basis. Each bill is payable no later than the last calendar day of the month it was issued.
- Where can I pay my ELPEDISON bill?
ELPEDISON offers you different payment methods, for your facilitation. You can pay your ELPEDISON bill, through
1. The Company’s web-site, www.elpedison.gr, with the usage of the ‘Pay On-line’ service and your Credit Card
- VISA
- MASTERCARD
2. Α Standing Order Payment through your Bank Account or your Credit Card VISA or MASTERCARD
If you select the Standing Order payment option through your Credit Card or Bank Account, you are NOT requested to pay any guarantee.
3. Debit of your Bank Account, at all Banks
Pre-requisite: you should have the assignment/payment code that appears on the 1st page of your bill
4. Payment in Cash, at the branches of the Banks NBG, EUROBANK and PIRAEUS (easy pay)
Pre-requisite: you should have an account at the Bank you are going to visit and you should give the assignment/payment code, which appears on the 1st page of your bill
5. Web Banking, through your Bank Account
6. Phone Banking, through your Bank Account
7. Debit or Credit Card VISA or MASTERCARD, through the electronic system of safe banking transactions www.livepay.gr of Eurobank EFG
8. myelpedison (through your Credit or Debit Card)
9. Viva Payments, through Viva Wallet Application or with cash in over 1.100 payment points nationwide of the network Viva Spots
10. Debit or Credit Card VISA or MASTERCARD in all ELPEDISON shops and points of presence (Kifissia, Kallithea, Piraeus, N. Philadelphia, Agia Paraskevi, Larissa, Thessaloniki - Tsimiski, Kalamaria) as well as shops in shops inside hypermarket SKLAVENITIS shopping galleries at Alimos, N.Ionia, Ilion, Patra- Patra Mall, Thessaloniki - Makedonia Mall
11. Payment in Cash at ELPEDISON shop in Kifissia, Kifissias Av. 283, 145 62
- How is the On Account Bill calculated?
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ExpandExemption from Municipal Charges
- By the time, I own a property which is not supplied nor used, do I have to pay the municipal charges?
For your exemption from the cleaning and lighting charges in favor of the municipality, for the property in which the power supply is interrupted, and which will not be used, you have to file a declaration at the relevant municipality, where you will also be informed about the terms of the exemption (art. 222, Law 4555/2018 (GG A’ 133/19.07.2018).
- By the time, I own a property which is not supplied nor used, do I have to pay the municipal charges?
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ExpandGreen Energy
- Do you provide "Guarantees of Origin"?
ELPEDISON provides Guarantees of Origin through its ELPEDISON Green service for all its Low Voltage customers and ELPEDISON Green Certificate service for its Medium and High Voltage customers.
ELPEDISON Green and ELPEDISON Green Certificate are services that allow you to purchase “green” energy that is produced 100% from Renewable Energy Sources (RES).
- Do you provide "Guarantees of Origin"?
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ExpandCustomer Support
- What procedures does ELPEDISON follow for managing its Consumer Claims and Complaints?
ELPEDISON adopts and implements the attached Code of Conduct for Consumer Claims and Complaints, which described in detail the relevant service procedures.
- What procedures does ELPEDISON follow for managing its Consumer Claims and Complaints?
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ExpandCustomer Settlements
- Is customer settlement offered as an option?
ELPEDISON offers to its customers the option to settle their balance. The framework under which a settlement is set, is based on the balance amount. A customer who wishes to proceed to a settlement should contact the ELPEDISON Call Center at 18128.
Regarding vulnerable customers, the settlement framework is thoroughly described in the Supply code (par. 3, article 34).
- Is customer settlement offered as an option?
