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Customer faq 01

Frequently Asked Questions (FAQs)

  • Where can I turn to when I have questions or want to apply for connecting to HERON?

    In respect of any matter relating to your electricity supply, you may contact the Customer Care Department daily by calling 213-0333000. Our representatives will be ready to serve you!

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  • Is the process complex?

    The process is simple, quick and easy! Whether you have a Medium or Low Voltage supply line, whether you are a private individual, a professional, an executive of a businessman, there are only few simple steps that you need to take to shift to a different supplier. For any change of supplier information, you may contact HERON’s Customer Care Department on business days by calling 213-0333000 from 09:00 to 19:00.

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  • What will change substantially if I shift to a different supplier?

    The only thing that changes is the electricity cost and the all-around services you will receive. All other things are exactly the same. The electricity meter, technical support, network and electrical connection will remain the same.

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  • Is there an extra charge or activation fee to be paid by a consumer for shifting to a different supplier and choosing HERON?

    There is no extra charge or activation fee to be paid by a consumer for shifting to a different supplier if you choose HERON as your electricity supplier.

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  • How many days does it take to complete the change of supplier process?

    It takes less than a week from the date of receipt of the Supply Application, in accordance with the procedures of the Distribution Network Operator (DEDDIE).

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  • What happens with the guarantee already paid to the previous supplier and what is the guarantee required by HERON?

    The guarantee/ deposit will be reimbursed by the previous Supplier by offsetting it in the final electricity bill. Upon signing the Supply Application with HERON, you request payment/ transfer of the exact same deposit as that paid to the previous supplier, to avoid any extra charges. The deposit amount will be included in the first electricity bill from HERON.

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  • What are the key commitments made by HERON to a consumer?

    HERON is under obligation to supply electricity to the consumer throughout the term of their agreement. HERON promises to:

    • Offer competitive tariffs at all times, compared to the respective fees charged by basic competitors, throughout the term of the agreement with the consumer.
    • Take action constantly to provide consumers with top quality services.

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  • Could there be a power cutoff at my premises during the change of supplier process?

    No, this is out of the question. The customer will leave the current electricity supplier but will not be disconnected from the Network. HERON is liable to the competent System and/or Network Operator with regard to all the charges relating to the transmission and distribution of electricity.

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  • What bills will I receive, what is the benefit for me and how can I check them?

    HERON will send an invoice per month, including distinct charges for the electricity you have consumed (competitive part), the Regulated Charges (System use, Network use, Public Utility Services) and other charges in the bill (deposit, duties, taxes, etc.), just like the situation has been so far in connection with the previous electricity supplier. The new competitive charges applied to your benefit consist in lower tariffs for the electricity you consume. The resulting benefit is different for each consumer’s invoice category. The supplier will regularly obtain information on the hourly or total electricity consumed in the invoiced period from the competent System Operator (ADMIE) or Network Operator (DEDDIE). All official data measurements may be communicated to the consumer concerned, at his request.

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  • What will I get by becoming a HERON customer?

    By choosing HERON as your electricity supplier, you will ensure reliable cooperation with an important electricity producer, save money thanks to lower electricity costs and benefit from a number of all-around services.

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