Our promises

  • Reliable network service
  • Hassle free solutions
  • Electrical safety

Elektrilevi invests systematically in improving the quality of its network service and repairing breakdowns as quickly as possible. We would like your contact with Elektrilevi to be simple and fast. We contribute to the prevention of electrical accidents and raise safety awareness.

We respond to enquiries sent through our e-service the next working day at the latest

If you send an enquiry using our E-service, we will answer you the next working day at the latest. We can provide a complete answer to most enquiries immediately. However, more complex enquiries require information be collected from different parties and in this case we will return to you when we have a full reply.

We respond to your enquiries within the set time limit

We answer written enquiries as well as enquiries and problems requiring specialist input within five working days at the latest. If possible, we provide a complete answer immediately. However, more complex enquiries require information be collected from different parties and in this case we will return to you when we can send you a full reply.

We issue correct bills

If Elektrilevi does not send you a corrected bill within 14 days after receiving your notice, we will compensate you for the network service fee on the bill to a value of 10 euros. See more »

We inform you of planned power outages at least two days in advance

We inform you of planned power outages that are necessary for the maintenance and building of electricity networks at least two days before starting the work by email or text message to the mobile phone you have specified in your contact details. We are not obliged to inform you in emergency situations; for example, in life-threatening situations or when we are carrying out rescue work.

We repair breakdowns within the set time limits

We restore the power supply within 12 hours from 1 April to 30 September and within 16 hours from 1 October to 31 March. In emergency situations caused by natural disasters or storms we restore the power supply within 72 hours after the emergency situation has been resolved.

In the case of frequent power outages we reduce the network fee

If there are five or more power outages caused by a breakdown in the power network at your place of consumption within one calendar month, we will compensate you for 80% of the network service fee from the previous month. This only applies outages that last longer than three minutes within one calendar month and that have been registered with Elektrilevi's control centre.

In the case of a voltage problem we reduce the network fee

If uneven voltage quality has been identified at your place of consumption, we will reduce your network fee by 80%. We take into account the voltage fluctuations measured by Elektrilevi if their level is higher than that permitted by the relevant standard.

We contribute to fostering electrical safety

We carry out annual countrywide electrical safety campaigns in order to raise awareness about electrical hazards among children and parents. Elektrilevi's employees contribute at least 500 working hours each year to the prevention of electrical accidents with children. For an overview of our safety awareness raising initiatives, see our web-page at: elektrilevi.ee/ohutus.