Bills

• What does the sentence "Readings include forecast amounts" mean on my bill?

  We prepare your bill on the basis of forecast consumption data if we have not received the actual amounts of electricity consumed by the time of issuing your bill. We forecast your electricity consumption on the basis of your consumption history.

  The amounts may be missing due to a data transfer failure in a remotely read meter, or the switching off of the main fuse. In the event of a data transfer failure in a remotely read meter, consumption data is recorded in the meter by the hour. The data failure does not affect the operation or measuring precision of the meter. When data transfer is restored, we will make a new calculation with the actual consumption data.

  Forecasting is subject to the Standard Terms and Conditions of your Network Contract, which have been approved by the Competition Authority.

• What is a joint bill?

  From 1 January 2017, all electricity sellers can send their customers joint bills for electricity and network services.

  The electricity seller decides whether to send joint bills and whether to send joint bills to all its customers or only residential or only business customers. If an electricity seller chooses to send joint bills, its customers cannot choose to receive separate bills.

  See which electricity sellers use joint billing »

• Can I choose to reject joint bills and continue to receive bills for network services from Elektrilevi?

  If your electricity seller decides to send you joint bills, you will receive bills for network services from the electricity seller.

• Who will send me bills?

  From 1 January 2017, all electricity sellers can send their customers joint bills for electricity and network services. Here you can see which electricity sellers use joint billing.

  You will find information on your electricity seller on the network contracts page in the e-service.

  If you have not selected an electricity seller, you will receive a joint bill for the network service and electricity from Eesti Energia.

  To view your bills, you will need Adobe Reader, which can be downloaded here »

• Where will my bill be sent?

  If your electricity seller has selected joint billing, the electricity seller sends your bill to the address you have agreed on with the electricity seller.

  If your electricity seller has not selected joint billing, your bill will be sent to the address you have given us.

  If you have not selected an electricity seller, we will send your bill to the address you have given us.

• Where and how can I pay my bill?

  A bill has to be paid to the bank account indicated on the bill.

• Which bills can I pay in the Elektrilevi e-service?

  You can view and pay bills bearing the Elektrilevi logo in the Elektrilevi e-service.

• Who should I ask if I have questions about my bill?

  Please address any questions to the issuer of your bill.

• Where can I see the electricity bills that I have received?

  If your electricity seller has selected joint billing, please ask your electricity seller.

  If your electricity seller has not selected joint billing, you will see your network service bill in the Elektrilevi e-service. Please ask your electricity seller for your electricity bill.

  If you have not selected an electricity seller, you will see your network service and universal service (balancing energy) bill in the Eesti Energia e-service.

• When do you send bills? What if a bill is late?

  All bills are sent once a month by the 12th day.

  If your electricity seller has selected joint billing, please contact your electricity seller if your bill is late.

  If your electricity seller has not selected joint billing, please contact Elektrilevi if your network service bill is late.

  If you have not selected an electricity seller, please contact Eesti Energia if your bill is late.

  The electricity seller may decide not to send bills under a certain amount.

• When is the payment due date for electricity bills?

  You will find the due date for payment on your bill. You have to pay interest on late payments, which will be added to your next bill.

• What if a bill is incorrect?

  If the bill was issued by Elektrilevi, please inform Elektrilevi of the incorrect bill. If Elektrilevi does not send a corrected bill within 14 days of receiving notice from the customer, the customer shall be compensated by up to 10 euros of the network service part of the bill.

  Elektrilevi's principles for compensation:

  If you have not received a bill by the 12th day or your bill is incorrect, please inform us by e-mailing info@elektrilevi.ee or calling customer service 777 1545. We will send you a new bill within 14 days.

  If a new bill is not issued in due course, you may request compensation. We will pay compensation if a new bill was not issued within 14 days of your request and the original bill contained:

  • an incorrect price;
  • incorrect tax rates;
  • a discrepancy between the network service and amount of electricity;
  • data errors;
  • incorrectly calculated compensation for an outage.

  We do not compensate bills for one-off services, forecast bills, the non-billing of amounts under 3 euros, erroneous bank transfers, errors in reported readings, or your failure to perform your contractual obligations.

  Compensation rates:

  • If the amount on the bill for services is up to 9.99 euros: compensation is for the entire cost of the service
  • If the amount on the bill for services is over 10 euros: the compensation is 10 euros.

  
  

  If a bill covers multiple measuring points, the network service fee is compensated only for the measuring point for which incorrect data was presented on the bill. In special situations where billing problems cover over 10,000 customers at a time, no compensations are paid for incorrect bills. Such special situations will be announced publicly.

  If Elektrilevi does not send a corrected bill within 14 days of receiving notice from the customer, the customer shall be compensated by up to 10 euros of the network service part of the bill.

• What if I make a mistake when I pay my bill?

  If you have made a transfer to the wrong account, contact the bank which you made the transfer through and try to cancel it.

  If you cannot cancel the payment, contact the company to whose account you made the erroneous payment.

  If you have paid more than your bill states, the extra amount will be regarded as advance payment.

• Can I get an advance payment back?

  To get an advance payment back, contact the company to whose bank account you made the advance payment.

• What happens if I don't pay my bill on time?

  Late interest will be charged for each day your bill is overdue. The interest for residential customers is 0.07% and for business customers 0.1% of the sum due for network services as indicated on the bill (for each day of the delay). The interest for the service of connection to the electricity network is 0.06% of the overdue amount per day. Interest is calculated from the day after the payment due date until the day the bill is paid.

  The interest can be seen on the next regular bill, and therefore, you only have to pay the interest with the next bill.

  The electricity seller and network operator may disconnect a consumption point in the event of arrears.

• How can I see if I am in arrears with bills?

  Arrears are handled by the electricity seller.

  Any arrears occurring before joint billing will be shown in the Elektrilevi e-service.

  Information on arrears occurring after the electricity seller started using joint billing is available from the electricity seller.

• How soon will the electricity be reconnected after I pay my debt?

  Arrears are handled by the electricity seller.

  If you have paid your debt and informed the company that issued the bill that you want to use electricity again, you can generally expect to be reconnected the next day. If your consumption point was disconnected from the line , you may have to wait up to eight working days.

  Disconnection and reconnection of supply are subject to a charge, which is 44.06 euros each (including VAT).

• What law entitles you to charge interest?

  The right to charge interest is regulated by the Law of Obligations Act, which states that upon a delay in the performance of a monetary obligation, the obligee may require the obligor to pay interest on the delay (penalty for late payment) for the period as of the time the obligation falls due until conforming performance is rendered. The standard conditions of Elektrilevi give us the right to charge interest for every day a debt is overdue.

• What does the sentence "Readings include forecast amounts" mean on my bill?

  We prepare a bill on the basis of forecast readings if we have not received the actual meter readings by the time of issuing the bill. We forecast your electricity consumption on the basis of your consumption history.

  A reading may be missing because it was not reported, or due to data transfer failure in a remotely read meter or the switching off of the main fuse. In the event of a data transfer failure in a remotely read meter, consumption data is recorded in the meter by the hour. The data failure does not affect the operation or measuring precision of the meter. When data transfer is restored, we will make a new calculation with the actual consumption data.

• When is a forecast bill offset?

  When we receive actual readings, we will make a new calculation, which will be shown on your next month's bill.

• How are forecast bills calculated?

  We forecast your consumption based on your consumption data for the past 12 months and the standard consumption schedule for your place of consumption.

  Standard consumption schedules

  We assign standard consumption schedules for places of consumption to match the electricity consumption of the previous twelve months and the type of place of consumption.

  The consumption schedule for conventional consumption is for houses where the yearly consumption is below 4000 kWh, and for apartment buildings with more than twelve apartments that use district heating.

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  The seasonal consumption schedule is used for houses where the yearly consumption is between 4000 and 10,000 kWh, and in apartment buildings with less than twelve apartments that do not use central heating.

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  The standard electric heating consumption schedule is used for customers whose yearly consumption exceeds 10,000 kWh or for those who have notified us that they use electric heating.

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  Summer consumption schedules are for summer houses or for customers who have notified us that they mostly use electricity in summer. This schedule cannot be used for apartments.

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  The standard consumer schedule for business customers is for places of consumption belonging to business customers with a main fuse rating of less than 63 A or with a distribution network connection, such as street lighting, utility rooms, basements or general lightning in apartment buildings.

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  General lighting in apartment buildings is for points of consumption in apartment buildings other than apartments, such as the supply for utility rooms, basements, or general lighting.

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  The street lighting schedule is for places of consumption classed as street lighting.

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• Does forecasting the readings mean that a remotely read meter has failed?

  Readings are forecast if we have not received actual meter readings by the time of billing. Readings may be missing due to a data transfer failure in a remotely read meter, or the switching off of the main fuse. In the event of a data transfer failure, consumption data is recorded in the meter by the hour. The data failure does not affect the operation or measuring precision of the meter. When data transfer is restored, we will make a new calculation with the actual consumption data.

• Can I set up a standing order in somebody else's name if the contract is in my name?

  Yes, please contact your bank.

• What does the electricity excise tax on my bill represent?

  The alcohol, tobacco, fuel and electricity excise tax laws put excise tax on every kilowatt-hour of electricity consumed from 1 January 2008. The excise is collected by the network operator and passed on to the state budget in full. The government uses the electricity excise tax it receives for environmental conservation, restoring natural resources and remedying environmental damage under the Environmental Charges Act.

• What does the renewable energy charge on my bill mean?

  The renewable energy charge is levied by the state to subsidise the production of electricity from renewable sources or in the combined production of heat and electricity in Estonia. The charge has been in place since 1 May 2007 and is the same per kilowatt-hour for all customers. The renewable energy charge is collected by network operators and sent to the transmission system operator Elering in full. Elering uses the renewable energy charges that it receives to pay subsidies to companies that produce electricity from renewable sources or in the combined production of heat and electricity.

• What do I have to pay for if electricity is not used in a place of consumption?

  The network service essentially means ensuring the readiness to supply electricity, and the costs of the network service do not particularly depend on whether electricity is used or how much. This is why the customer has to pay a fixed monthly fee even if there is no consumption. A readiness fee will motivate customers to think if they need a network connection and, if they do, to contribute to keeping it ready.