Elenia’s compensation for outages lasting over 6 hours
We are working hard to prevent long outages. We pay our customers Elenia’s voluntary compensation for outages lasting over 6 hours.
A statutory standard compensation is paid for outages lasting over 12 hours. When it comes to outages, we outperform the legal requirements, paying our customers a voluntary compensation for outages lasting over 6 hours. We automatically reimburse 3% of the annual network service fee on the electricity invoice within 6 months of the power outage. Our customers do not need to do anything to receive the reimbursement.
In some exceptional circumstances, for instance, during heavy snowfall or a storm, we may be unable to limit the outage to under 6 hours through our own actions or due to occupational safety reasons. The compensation will then be decided on a case-by-case basis.
Compensation will not be paid when we pay the statutory standard compensation for an interruption in electricity distribution. Outages will not be subject to compensation if the interruption of supply results from the actions of a third party or is due to a disruption or interruption in the operation of the base network. An interruption period that entitles customers to compensation begins when we become aware of the outage and we have had the chance to start repairing the fault. The maximum amount of voluntary compensation we pay for outages lasting over 6 hours is EUR 350.
Standard compensation for outages lasting over 12 hours
The amount of the statutory standard compensation depends on the annual network service fee. The statutory interruption period begins when we become aware of the interruption and we have had the chance to start repairing the fault. The standard compensation is based on the continuous duration of the outage.
Standard compensation based on the duration of the outage
- 12–24 hours: 10% of the annual network service fee
- 24–72 hours: 25% of the annual network service fee
- 72–120 hours: 50% of the annual network service fee
- 120–192 hours: 100% of the annual network service fee
- 192–288 hours: 150% of the annual network service fee
- 192–288 hours: 200% of the annual network service fee
The maximum standard compensation is EUR 2,000.
The standard compensation is paid on the electricity invoice no later than 6 months from the outage. The maximum amount of standard compensation paid for an interruption of electricity distribution is EUR 2,000.
However, the maximum amount of standard compensation payable during a calendar year is 200% of the annual network service fee or EUR 2,000. When calculating the maximum compensation, if the interruption extends over two calendar years, the standard compensation payable will be valued according to the interruption period applicable to each calendar year.
Providing an account number for the compensation
You can check the amount of compensation and provide your account number in the Elenia Aina service. You can also provide your account number by filling in the electronic form.
Compensation for interruptions in the supply of electricity is paid in accordance with the Electricity Market Act and the general terms based on it. Unless otherwise agreed, electricity supply is erroneous if the quality of the electricity does not meet the Finnish standards or if the supply of electricity has been continuously or repeatedly interrupted and the interruption cannot be considered minor taking into account the reason for it as well as the circumstances. It is unreasonable to expect electricity distribution to be uninterrupted. The electricity network is constantly exposed to various natural and other phenomena that may cause interruptions.
Quick voltage fluctuation is a common byproduct of outages. Electrical devices should be able to cope with the fluctuations, just the way they do when disconnected from or connected to the electricity network. Therefore, damage to a device in connection with an outage does not normally constitute valid grounds for damages. An exception to the rule is, for example, a situation where a neutral wire is cut due to a tree falling on a low-voltage line. In such a case, even perfectly functioning electrical equipment can be damaged if the quality of electricity has been materially compromised.
A fault in the electricity supply may entitle the customer to a price reduction corresponding to the fault or compensation for the loss suffered as a result of the fault. Elenia will assess all claims for compensation on a case-by-case basis. Receiving compensation from your insurance company depends on the scope of your insurance cover.
For more information on the terms and conditions of damages, please refer to the information sources below.
Information on the settlement of disputes
If a dispute pertaining to a contract can’t be settled by negotiations between the parties, a consumer can submit the case to the Consumer Disputes Board (www.kuluttajariita.fi).
Before submitting a case to the Consumer Disputes Board, the consumer must contact the Consumer Advisory Services (https://www.kkv.fi/en/consumer-advice/).