CHANGE OF SUPPLIER
What is the procedure for switching to a new supplier?
The procedure for choosing and changing a natural gas supplier is simple. The supply of natural gas requires you to enter into a supply agreement between supplier and customer, based on the offer of supply submitted by the supplier to the customer, following the customer’s application. The submission of an application requires the existence of a supply connection for natural gas, whether active or not, within the premises of the customer, in order to connect to the system or the network.
Is there a cost when switching to a new supplier?
Customers may choose and change their suppliers easily, without restrictions or additional costs.
How long does it take to complete the procedure for switching to a new supplier?
The whole procedure is completed within 2 weeks, in accordance with the procedures of the competent natural gas distribution company.
The application for change of representation is made by HERON immediately after the expiry of the deadline for withdrawal; however, if you wish, you can send an explicit request to HERON and ask for your application for change of representation to be filed during the deadline for withdrawal, with simultaneous waiver of your right of withdrawal; for example, you can send the following message: “I hereby apply for the immediate execution of the Electricity Supply Agreement and accept that I shall waive my right of withdrawal from the Agreement as soon as my application for representation is fully executed”.
Is there a chance I will remain without natural gas supply during the process of changing a supplier?
If there is an active supply connection with a regular supply of natural gas, this supply will not be interrupted, since the procedure does not involve any changes in the meter or the interior installations of the premises; at the same time, the competent distribution network operator (i.e. the natural gas distribution company) ensures that the premises will be supplied with natural gas at all times.
Is HERON capable of providing natural gas all over Greece?
HERON can supply natural gas to all areas within the territory of Greece that are connected to the Gas Distribution System.
What is the Electronic Delivery Point Identification Code (IKASP in Greek)?
IKASP is the unique electronic code identifying a specific delivery point. This code is generated by the competent distribution network operator (i.e. the natural gas distribution company) and included in the connection agreement and the consumption bill.
Are there any provisions for Vulnerable Consumers in the case of Natural Gas?
According to the provisions of article 3, section of the Code of Supply of Natural Gas to Consumers, the criteria, conditions and the procedure for inclusion of Consumers to the category of Vulnerable Consumers, including the procedure for exclusion of consumers from this category, along with all necessary documents, are specified by resolution of the Minister of Environment and Energy. Our Company has filed a relevant application and is waiting for the State to immediately proceed to the issuance of the necessary Ministerial Resolution so we can offer the respective framework of protection for Vulnerable Consumers in the natural gas market.
What is Alternative Dispute Resolution and Online Dispute Resolution?
The Alternative Resolution of consumer disputes is a method of out-of-court resolution of disputes, which is easier, faster and cheaper than appealing to a court; this method gives you the opportunity to ask a neutral third party, which is the dispute resolution body, to help you find a solution out of court.
In Greece, the dispute resolution bodies which are registered in the relevant Register and involved in the resolution of disputes in the energy industry are the following:
1) The HELLENIC CONSUMERS’ OMBUDSMAN: Find out more here.
2) The CENTRE FOR ALTERNATIVE DISPUTE RESOLUTION – ADR POINT ΙΚΕ (P.C.): Find out more here.
3) The EUROPEAN INSTITUTE FOR CONFLICT RESOLUTION (E.I.C.R.): Find out more here.
4) The ALTERNATIVE DISPUTE RESOLUTION INSTITUTE (startADR): Find out more here.
The procedures of Alternative Dispute Resolution also include the procedure of Online Dispute Resolution through the online dispute resolution (ODR) platform for products or services you have purchase online from our Company; this platform is provided by the European Commission. If you file a complaint through the ODR platform, you and our Company - in the capacity of Supplier - will have to come to an agreement about the alternative dispute resolution body that will investigate our dispute. Each body applies its own rules and procedures and is free for consumers. Find out more here.
What will happen with the security deposit I paid to the previous supplier?
In the absence of any overdue debts allowing the previous supplier to forfeit the amount of the security deposit and offset it against the amount of overdue debt, once the supply agreement is terminated, either by notification or automatically, the amount of the security deposit will be offset against the amount payable in the last actual consumption bill up to the date of interruption of supply. Any credit balances resulting after the offsetting of the amounts will be paid to the customer without interest within no more than one (1) month after the issuance of the last actual consumption bill.
What is a security deposit and why is it paid?
The security deposit is the amount paid to suppliers in order to secure payments of future debts resulting from a natural gas supply agreement; the deposit is calculated as indicated here.
BILL AND TARIFFS
When will my bill be issued? Will it be for estimated or actual consumption?
The billing period follows the periods of metering of consumption. Depending on the type of bill and the metering period, bills are divided into:
- Estimated (issued based on estimated consumption) per month
- Actual (issued based on actual consumption) according to the metering of consumption by the competent natural gas distribution company.
Your bills will be issued on a monthly basis for the metering period or as estimated bills based on an estimation of consumption.
Other than the tariff for consumption, does my bill include more tariffs?
The natural gas consumption bill includes supply tariffs, regulated tariffs, taxes, fees and all other amounts payable from clients to suppliers according to the supply agreement or the legislation in force.
What costs do supply / competitive tariffs include?
The supply tariffs include the tariff for natural gas consumption, which is calculated after the cubic meters (m3) are converted to regular cubic meters through the adjustment factor set by the natural gas distribution company and finally to kilowatt-hours (kWh) based on the heat-producing energy (kWh/Nm3) of the delivery point for the billed consumption period.
What are regulated tariffs?
The regulated tariffs include costs borne by all natural gas consumers for the transmission and distribution networks and any potential additional services provided by the distribution network operator. The amounts of these tariffs are afterwards paid to the respective operators.
Who meters natural gas consumption?
Consumption metering is performed by the competent distribution network operators, namely the Attica Gas Distribution Company (EDA ATTIKIS) S.A., the Thessaloniki-Thessaly Natural Gas Distribution Company (EDA THESS) S.A. and the Public Corporation of Gas Distribution Networks S.A. (DEDA).
Who do I contact in case of failure or gas odours?
If you are a consumer of gas and wish to address or notify issues concerning security, safety, network operation and emergencies, you should immediately contact your competent distribution company at the telephone numbers listed below:
- ATTICA – Attica Gas Distribution Company S.A.
- Immediate Intervention Control Centre (K.E.A.E. in Greek): 8001111330
- Customer Call Centre: 11322
- THESSALONIKI / THESSALY-Thessaloniki/Thessaly Gas Distribution Company S.A.
- Immediate Intervention Call Centre (K.E.A.E. in Greek): 10302 or 800 11 87878
- Customer Call Centre: 11150
- REST OF GREECE – Gas Distribution Company Rest of Greece S.A.
- Immediate Intervention Call Centre (K.E.A.E. in Greek): 8001122222 or 2105551666
- Customer Call Centre: 2162000401
GAS SAFETY ISSUES
Is it safe to use natural gas?
Natural gas is absolutely safe, because the networks and facilities for gas have been built according to strict specifications and are subject to regular scheduled inspections. In addition, natural gas does not contain carbon monoxide and is non-toxic, and therefore cleaner when compared to other conventional fuels. Furthermore, while natural gas is odourless, another substance with a distinct odour is added during transmission, in order to make it easily detectable in the event of a leak. Moreover, natural gas is a fuel distributed through networks and users never come in direct contact with it. Natural gas is not easily flammable.
How do we ensure it is safe to use natural gas?
In order to ensure proper operation of natural gas facilities, it is imperative to apply proper management, timely inspections and regular preventive scheduled maintenance, in accordance with the records of the natural gas facility and the operation and maintenance schedule.
The safety of interior natural gas installations is based on the proper installation and maintenance of pipes, instruments, equipment and appliances (kitchen, boiler tank, furnace or burner, etc.) situated in the transmission delivery point (gas meter) and the air openings of the premises (up to the exhaust gas outlet) where the natural gas appliances are installed.
In any case, consumers are not allowed to make any interventions to the equipment of the installations. Consumers should do nothing more than “inspect the installations” and make sure that all appliances and pipes are regularly maintained.
How can we guarantee the safety of natural gas appliances?
All natural gas appliances are subject to the European Directive relating to appliances burning gaseous fuels (2009/142/EC). The body of the appliances or their signs must include the CE label (which warrants that appliances comply with safety standards) and they must be suitable for their country of destination (GR). This means that all Greek regulations for installation and connection have been applied and each appliance comes with use and installation instructions in Greek, which take into account Greek regulations for installation.