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.
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 are determined as follows:
| Duration of the outage | Compensation rate |
| 12–24 hours | 10 |
| 24–72 hours | 25 |
| 72–120 hours | 50 |
| 120–192 hours | 100 |
| 192–288 hours | 150 |
| Over 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.
Your estimated annual electricity consumption is shown on your latest electricity invoice. You can find your electricity invoices in the Caruna+ online service. Use the Caruna+ energy monitoring service to see your electricity distribution fees in euro.
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.
Sample calculation:
On 3 January 2022, Maija's electricity was cut off for a continuous period of 13 hours. According to Caruna's grounds for compensation, she is entitled to standard compensation of 10% because the power cut lasted for more than 12 hours but less than 24 hours.
Maija can see from her electricity invoice that her estimated annual consumption is 14.000 kWh. Using Caruna+, Maija can see that her electricity distribution fee (basic fees + electricity distribution fees + electricity tax + VAT) is EUR 1.070 per year.
The standard compensation for EUR 1.070 is 10%, so Maija will see standard compensation of approximately EUR 107 on her electricity distribution invoice.