Damages

There may be occasional interruptions in the power grid. If we do not rectify the breakdown within the legal timeframe, we will automatically reduce the service charge on your invoice. If, however, the breakdown caused by us causes damage to your property, you have the right to ask for compensation.

Indemnification

If the breakdown caused by us causes damage to your property, you have the right to ask for indemnification. In order to get compensation, you need to submit a claim.

My property has been damaged due to incident caused by Elektrilevi.

Submit a claim

Grounds for reimbursement

There are always three aspects for analysing damages related to power outages.

  • The damage was caused by Elektrilevi or by an event controlled by us in the electricity network. For example, force majeure events such as thunderstorms or severe storms causing interruptions which cannot be prevented by Elektrilevi. Iterruptions caused by your own electrical system do not qualify for condition 1 either.
  • If condition 1 is met, the condition must also satisfy at least one of the following conditions:

  • The interruption caused a surge in the voltage of your electrical system that exceeds the legal limit.
  • Elimination of the interruption took longer than required by law for a specific period (12 h in summer and 16 h in winter).
  • Submitting claim for damages

    Submit a claim

    A claim can comfortably be submitted in self-service.

    Processing of the application

    We will respond within 15 calendar days at the latest.

    Communication of the result

    We will announce the results and agree on the next steps.

    Indemnification

    In order to get compensation for the damage, you have to submit a receipt and an estimated price of the new device.

    Read more about the steps

    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.

  • We reduce the network fee if the power outage is longer than permitted by law.
  • There is no need to file a claim to reduce the network fee, we will automatically reduce the network fee.
  • 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 case of emergency situations (e.g strong wind, ice, flood, storm), which will
    be published on Elektrilevi website and in press.
    Within 72 h from the end of the emergency situation

    Permitted interruption lengths

    There may be up to 70 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.

  • Single interruption
    The indemnification will be reflected at the latest on your following invoice.
  • Interruptions during the year
    The indemnification shall be calculated once a year after the end of the calendar year.
  • 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)
    7.99 € 15.98 € 23.97 €
    Low voltage consumption of more than 63 A,
    (large business)
    0.13 €/A 10.26 €/A 0.38 €/A
    Place of consumption, medium voltage 0.77 €/kW 1.53 €/kW 2.30 €/kW

    Read more about the steps

    Claim form in e-service »

    For more information on how to file a claim, please call our customer service 777 1545.

    We will respond within 15 calendar days at the latest.

    After submitting your claim:

  • We will contact you to confirm acceptance of the claim and, if necessary, to clarify the circumstances of the loss event
  • We will verify the connection of the described event with the events in our electricity grid at the same time
  • We will respond within 15 calendar days of receipt of the claim
  • When making a claim for compensation of damage, we follow the principles of Elektrilevi's compensation of damage (pdf) »
  • Communication of the result

    Our representative will inform you of the outcome of the claim procedure. 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 »

    In order to get compensation for the damage, you have to submit a receipt and an estimated price of the new device.

    If we have decided to indemnify your damage, we kindly ask you to provide:

  • a defect statement prepared by a repairer or inspector of the equipment or an estimate of the cost of the new equipment
  • repair or purchase invoice
  • Compensation will be credited to your bank account within 5 calendar days of receipt of valid documentation.

  • Form of the defect statement (doc) »
  • Necessary documents for indemnification of damages (pdf) »
  • 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 Technical Surveillance Authority and Tallinn University of Technology in addition to representatives of Elektrilevi.