Damages
The power supply may be interrupted from time to time. This is inevitable and stems from the construction of the electricity grid. Faults can be caused by both switching and faults, but also by force majeure, such as thunder.
Indemnification
My property has been damaged due to incident caused by Elektrilevi.
Grounds for reimbursement
There are always three aspects for analysing damages related to power outages.
If condition 1 (ie the damage was caused by an event controlled by us, Elektrilevi), is met, the condition must also satisfy at least one of the following conditions:
Submitting claim for damages
Submit a claim
A claim can comfortably be submitted in self-service.
Processing
After receiving the application, we will investigate the loss event. If necessary, we will contact you again to clarify the circumstances of the loss event.
Communication of the result
We will notify you of the decision within 12 working days at the latest.
Reduction of network fees
If we have not eliminated the power outage within the legal timeframe, we will reduce your network service fee on your invoice.
Interruption elimination times
| Period | Timeframe for elimination
of unexpected interruption |
Total time for
scheduled interruptions |
|---|---|---|
| Summer time (1. April – 30. September) | Within 12 hours | Up to 10 hours |
| Winter time (1. October – 31. March) | Within 16 hours | Up to 8 hours |
| In the case of extraordinary events (e.g. strong winds, ice, floods, storms), regarding which information is published on the Elektrilevi website and in the press. | Within 72 h as from the end of the emergency event | |
Permitted interruption lengths
There may be up to 50 hours of unexpected interruptions and up to 64 hours of planned interruptions per consumption point per year. The length of permitted interruptions and the amount of compensation are set by regulation of the Minister for Economic Affairs and Communications.
The indemnification will be reflected at the latest on your following invoice.
The compensation is calculated once a year after the end of the calendar year and is included in the first quarterly network service invoice at the latest.
Indemnification rates
Indemnification rates depend on the place of consumption and the length of time it took to eliminate the interruption:
| Place of consumption | Exceeding allowed time (in hours) | ||
| Up to 48 h | 48–96 h | 96 h | |
| Low voltage consumption up to 63 A, (home customer and small business) |
24.00 € | 48.00 € | 72.00 € |
| Low voltage consumption of more than 63 A, (large business) |
0.40 €/A | 0.80 €/A | 1.15 €/A |
| Place of consumption, medium voltage | 2.30 €/kW | 4.60 €/kW | 6.90 €/kW |
Compensation for voltage problems
Voltage quality problems can occur on rural electrical lines that have been built before 1980. Signs of a voltage problem can for example be lightbulbs not lighting at their full intensity or being able to turn appliances on only one at a time. If you suspect that your place of consumption has a voltage quality problem, please let us know by e-mail at [email protected] and describe as accurately as possible, since when and how the voltage deviation occurs.
If it is found that the voltage does not conform to the standard, we will lower the network fee by up to 80%.
As a network company, we have to ensure the quality of voltage up to the connection point of a place of consumption. We determine the required voltage based on the Estonian standard EVS-EN 50160:2010.
Read more about the steps
For more information on how to file a claim, please call our customer service 777 1545.
After submitting your claim:
We will respond within 12 working days of receiving your application.
We will communicate the results and, if necessary, agree on the next steps.
In the event of a indemnification decision, we will agree to repair the equipment or, if repair is not possible, to purchase a new equivalent. If the damage was caused by a reason that is not indemnified, we will provide you with feedback. We also share instructions on how to protect your electrical equipment in the future. Read more »
If you have received a positive decision on compensation for damages, please submit additional documents:
Compensation will be credited to your bank account within 5 calendar days of receipt of valid documentation.
If you disagree with the decision on indemnification, you have the right to file an claim for review by the special committee. The special claims committee is an independent claims litigation committee consisting of experts from the Ministry of Economic Affairs and Communications, the Consumer Protection and Tallinn University of Technology in addition to representatives of Elektrilevi.
If the damage to the electrical equipment is caused by a fault in our electrical network or another event under our control, we will reimburse the costs of repairing the equipment. If it is impossible or impractical to repair the device, we will reimburse you for the cost of obtaining equivalent equipment in terms of price, quality and functionality. When reimbursing repair costs and purchasing a new device, we will indemnify the damage at the following rates depending on the age of the damaged device.
Damaged electrical equipment
| Age in years | Up to 1 | 1-2 | 2-3 | 3-4 | 4-6 | 6-10 | Over 10 |
| Compensation rate | 100% | 90% | 80% | 70% | 60% | 40% | 20% |
Damaged IT equipment (computers, monitors, printers, etc.)
| Age in years | Up to 1 | 1-2 | 2-3 | üle 3 |
| Compensation rate | 100% | 70% | 40% | 20% |
The following are not subject to compensation
