Standard compensation for power cuts lasting more than 12 hours
We pay standard compensation on your invoice for power cuts that last more than 12 consecutive hours. You will receive compensation automatically, and you do not need to take any action.
Compensations for the storm Hannes are being processed
After storm Hannes, there are many compensations to process, and we are reviewing all outages carefully. You will receive the standard compensation directly on your electricity bill once the processing is complete.
The standard compensation will appear on your bill during the spring. Our estimate is that the compensation will be visible on customers’ bills by April at the latest.
The compensation will be shown on the next or the following bill after the power outage has ended. The automatic standard compensation may therefore not appear on the bill issued immediately after the outage.
If the standard compensation does not appear on the next two bills, you can submit a request to review the standard compensation by completing the section Standard compensation review request in the complaint form.
The compensation will appear on the next or subsequent invoice after the end of the power cut. Thus, the automatic compensation might not appear on the invoice you receive immediately after the power cut.
Standard compensation is determined on the basis of the continuous duration of a power cut
According to the contract terms, a power cut is considered to have started when we become aware of the interruption, either from our system or through a customer fault report. If there have been several consecutive power cuts, they are considered to be separate if more than two hours have passed between them.
The standard compensations from 1 January 2024:
| Duration of the outage | Compensation rate |
| 12–24 hours | 10 |
| 24–48 hours | 25 |
| 48–72 hours | 50 |
| 72–120 hours | 100 |
| 120–288 hours | 150 |
| Minimum 288 hours | 200 |
For a single interruption, the maximum amount of standard compensation is 200% of the total estimated network service fees for the year when the power cut took place (basic fees + electricity distribution fees + electricity tax + VAT).
The compensation percentage is based on the duration of the power cut (see the table above). The amount of compensation shall not exceed EUR 2,000.
The maximum amount of standard compensation payable during a calendar year is 200% of the annual network service fee or no more than EUR 2,000.
The basis for our compensation policy is the Electricity Market Act and the general terms and conditions based thereon, such as the Terms of Network Service, Electricity Supply or Connection, contracts signed with our customers and industry recommendations.
Frequently asked questions about standard compensation
Why doesn’t the compensation appear on the next invoice right away?
Forming the compensation requires several background system processes. The exceptional scale of the storm may delay the compensation from appearing on the first invoice – however, the compensation is granted automatically and will appear on your invoice according to your billing cycle.
According to my own records, the power was out for more than 12 hours, but according to you the outage was shorter – why?
Under the contract terms, the outage starts when the interruption has been registered in our system or reported by the customer. This may cause a difference compared with your own records.