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  • CATEGORY
    • ELECTRICITY
    • NATURAL GAS
    • GENERAL
ELECTRICITY
NATURAL GAS
GENERAL
ALL THE RESULTS
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QUESTION 01
Πόσο χρήσιμες σου φάνηκαν οι πληροφορίες σχετικά τα θέματα που σε ενδιέφεραν; EN
QUESTION 02
Βρήκες όλες τις πληροφορίες που χρειαζόσουν; EN
QUESTION 03
Πόσο εύκολα βρήκες τις πληροφορίες που σε ενδιέφεραν; EN
QUESTION 04
Θα έλεγες ότι οι εντυπώσεις σου από το σύνολο της ιστοσελίδας ΗΡΩΝ είναι ικανοποιητικές; EN
QUESTION 05
Υπάρχει κάτι επιπλέον, που θα ήθελες να υπάρχει μέσα στην ιστοσελίδα αλλά δεν το βρήκες; EN
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NATURAL
GAS

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.

SECURITY DEPOSIT

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.

Where can I register my counter?

You can register your counter readings to the Gas Distribution Companies.

Here for ETA of ATTICA and here for EDA of Thessaloniki.

NETWORK ISSUES

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.
  1. Immediate Intervention Control Centre (K.E.A.E. in Greek): 8001111330
  2. Customer Call Centre: 11322
  • THESSALONIKI / THESSALY-Thessaloniki/Thessaly Gas Distribution Company S.A.
  1. Immediate Intervention Call Centre (K.E.A.E. in Greek): 10302 or 800 11 87878
  2. Customer Call Centre: 11150
  • REST OF GREECE – Gas Distribution Company Rest of Greece S.A.
  1. Immediate Intervention Call Centre (K.E.A.E. in Greek): 8001122222 or 2105551666
  2. 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.

BACK
GENERAL

FREQUENTLY ASKED QUESTIONS

Where can I find HERON’s e-bikes in Kalamata?

You can find our e-bikes at the following rental stations:

  1. South of the Central Market of Kalamata, opposite to the Holy Church of Agios Ioannis.
  2. Near the main entrance of “Tenta”. Due to its close proximity to the University of Peloponnese, this station is very convenient for students and users of the city’s sports facilities.
  3. At the south segment of 23rd Martiou Street, opposite to the eponymous square.
  4. At the Town Hall Square (Plateia Dimarcheiou), opposite to the old town hall building.
  5. At the designated station area found at the west sidewalk of Aristomenous street, right beside Xenofontos Street.
  6. At the designated station area situated at the Coastal Zone of the Port of Kalamata, opposite to the junction of Maizonos Street and Navarinou Street. This station was established following the relevant approval by the Municipal Port Authority/

South of the Ierou Naou Anastaseos Square, at the south sidewalk of Navarinou Street.

Where can I find HERON’S e-bikes in Athens?

You can find our e-bikes at the following rental stations:

  1. Karaiskaki Square, Alimos: 15 bikes
  2. Platanos Parking, Kifisia: 10 bikes
  3. Davaki Square, Kallithea: 10 bikes
  4. Kyprou Square, Kallithea: 10 bikes
  5. Harokopio University, Kallithea: 10 bikes
  6. Anaxagora Str., Tavros: 10 bikes
  7. Goudi Sports Center: 15 bikes
  8. HERON Headquarters, Kifisias Avenue: 10 bikes
  9. Nearby Sklavenitis Supermarket, Tzitzifies, Kallithea: 10 bikes

BACK
ELECTRICITY

FREQUENTLY ASKED QUESTIONS

How can I change my electricity supplier? Is it a complicated procedure?

The procedure for changing your supplier and choosing HERON for your electricity is quick and easy. All you need to do is sign the supply application / agreement, submit the necessary documents and contact us through the options listed below:

  • By telephone at 18228, selecting option 1
  • Online, via e-contract
  • In person at a HERON store or through the network of authorised HERON associates all over Greece.
  • In person at Wind stores
  • In person at OPAP stores
  • In person at Speedex stores

What happens if I am a new user of an existing supply connection?

The procedure is simple and easy! Just sign the supply application / agreement by submitting the necessary documents, without changing or converting your meter in any way!

What really changes when I change my electricity supplier?

If you change your supplier and choose HERON for your electricity, the costs for electricity will be lower and you will enjoy integrated and reliable customer service. The meter, network, electricity supply connection and technical support remain the same, and the same goes for the tariffs paid to competent authorities and municipalities.

Is there an additional charge for changing a supplier?

If you change your supplier and choose HERON, there are no additional costs for activating your supply connection.

How long does it take to complete the procedure for changing suppliers?

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 any chance I will be left without electricity during the procedure for changing suppliers?

There is no absolutely no chance you will be left without electricity during the procedure of changing your supplier, because doing so does not disconnect you from the network. You will continue to receive electricity from the same network, the change is purely a commercial matter. In essence, you won’t even notice the transition from one supplier to the other!

Is HERON able to provide services all over Greece?

HERON supplies electricity to all areas connected to the National Grid System, namely the entire mainland of Greece and many interconnected islands (e.g. Ionian Islands, Skiathos, Skopelos, Alonnisos, Andros, Tinos, Thasos, Kythira, Salamina, Aegina, Ydra, Poros, Spetses, etc.).

What are HERON’s main commitments towards consumers?

HERON is obliged to provide electricity to consumers throughout the duration of their agreement. Moreover, HERON is committed to:

  • constantly offering competitive rates, compared to basic rates of competitors, throughout the effective period of the agreement with each consumer, and
  • maintaining, without lapses, the provision of excellent quality services to consumers.

What documents do I need for HERON to represent my supply connection?

Click here to see the documents required per customer category.

What about the security deposit I paid to my previous supplier?

The security deposit charged by your previous supplier, if paid, will be refunded to you in the final bill issued by the previous supplier at the end of your agreement.

 

What do I have to pay to HERON as security deposit?

The amount of security deposit / advance payment to HERON will be exactly the same as the one paid to your previous supplier, provided that your supply connection is active. If the previous supplier hadn’t stipulated a security deposit / advance payment, then this amount will be specified by HERON. In any case, it cannot be more than the estimated amount for electricity consumption for two (2) months. If your supply connection is not active and requires reconnection, the amount of the security deposit will be determined according to the table.  In any case, the security deposit / advance payment, if payable, will be included in the first issued bill and will be equally refunded at the end of our agreement with the issuance of the final bill and clearance of any unpaid debts.

 

 

Can I opt to not pay the security deposit / advance payment?

You sure can! If your application states that you prefer to pay your bills via direct debit or debit / credit card (Visa, MasterCard) and you authorise this mode of payment before the expiry of your initial bill, you will not be charged with the security deposit / advance payment. Even so, if you haven’t selected this particular payment mode from the start and choose it at a later time, HERON will still refund you the amount of security deposit you had paid, by crediting this amount in your next bill beginning from the date of authorisation of direct debit or payment via credit / debit card.

When will I receive bills?

The billing cycle includes the issuance of monthly estimated consumption bills, in order to keep your financial provisions in check, and the issuance of actual consumption bills every four (4) months.

What is the billing method for actual consumption bills?

Actual consumption bills are issued every four (4) months, after HERON receives your meter readings from HEDNO. The actual consumption bill results from the value of electricity (field A in your bill) and the regulated tariffs (field B in you bill) according to the meter reading of your supply connection by HEDNO for the actual consumption period, which is typically four (4) months, and any amounts paid in your previous estimated bills for electricity and regulated tariffs for the same period will be offset against the sum.

What is the billing method for estimated consumption bills?

The calculation of HERON estimated consumption bills is based on your most recent actual consumption. In plain words, if you have consumed 1,200 kWh in 120 days during the immediately preceding actual consumption period, your consumption will be equal to 1,200/120 = 10 kWh per day. HERON uses this daily consumption formula to calculate your estimated consumption bills. If this calculation is stated in your bills, you can use the formula as a guide to calculate your upcoming estimated bills on your own. Moreover, you can have absolute control over estimated bills by using HERON’s “Register Your Own Readings” service, which allows you to register your monthly readings and receive estimated bills based on customer readings. This service is provided through the online MyHERON platform.

Can I register my monthly readings myself?

You sure can, through the “Register Your Own Readings” service, which will be available after you subscribe to the online MyHERON platform (at http://www.myheron.gr/).  Each billing cycle has a specific duration for registering readings, and you will receive “estimated consumption bills based on customer readings”.   

 

What costs are included in the competitive tariffs?

The competitive tariffs include the net value of electricity consumed along with the fixed rate, if any, according to the commercial programme of HERON that you select for your bill. These tariffs also include discounts offered by HERON, if any, which are set according to your commercial programme or your agreement.

What other tariffs will I see in my bill?

In addition to competitive tariffs, the bill also includes regulated tariffs, additional tariffs (special 5% duty and special consumption tax), costs incurred for HEDNO works, if any, municipal charges and the fee in favour of the Hellenic Broadcasting Corporation).

What are regulated tariffs?

These are tariffs which are the same for all consumers, depending of the selected bill category and regardless of choice of supplier. These tariffs are imposed on all consumers using the NATIONAL ELECTRICITY SYSTEM, namely the National Electricity Transmission Network, the National Electricity Distribution Network, the special levy on pollutant emissions (SLPE or ETMEAR in Greek), the costs for public utilities (PU or YKO in Greek), along with the other tariffs imposed by the legislation in force for the proper operation of the market.

 

What is the tariff for the National Electricity Transmission System?

This tariff covers the expenses for operating, maintaining and developing the transmission network (transmission system). This network transmits high voltage electricity through pylons from the power plants to urban area substations, in order for medium and low voltage energy to reach domestic end consumers through the distribution network. This tariff is divided into fixed (resulting from the amount of agreed supplied power) and variable (according to the amount of consumption). IPTO, in its capacity as operator of the Hellenic Electricity Transmission System, is responsible for operating, maintaining and developing the transmission system, in order to ensure the country’s electricity supply.

Mode of calculation: [kVA x Days / 365 × UFT (€kVA & year)] + [kWh × UVT(€/kWh)]

UFT: unit fixed tariff, UVT: unit variable tariff, kWh: kilowatt hours of consumption, kVA: agreed power (maximum power agreed and supplied to the consumer by PPC’s network according to the agreement for electricity supply).

 

What is the tariff for the National Distribution System?

This tariff covers the expenses for the operation, maintenance and development of the medium and low voltage distribution network. This tariff is either fixed (according to the agreed amount of power) or variable (based on consumption). HEDNO, in its capacity as operator of the National Electricity Distribution Network, is responsible for operating, maintaining and developing the distribution network, overseeing the smooth and uninterrupted supply of electricity to properties.

Mode of calculation: [kVA x Days / 365 × UFT (€kVA & year)] + [kWh × UVT(€/kWh) / pf]

UFT: unit fixed tariff, UVT: unit variable tariff, kWh: kilowatt hours of consumption, kVA: agreed power (maximum power agreed and supplied to the consumer by PPC’s network according to the agreement for electricity supply), pf: power factor (for certain client categories with high agreed power, this factor is calculated by the consumption of active and reactive energy. For other clients, this power factor is regarded as equal to 1 / pf = 1).

 

What is SLPE?

SLPE stands for special levy on pollutant emissions. According to the legislation in force, this levy is collected in order to compensate producers of electricity from renewable energy sources (RES). This levy amounts to our collective contribution to the reduction of pollutant emissions through the promotion of RES. Unit charges for SLPE are based on the legislation in force at the time.

The special levy on pollutant emissions is subject to VAT.

Do I qualify for retroactive clearance of the SLPE tariff?

The categories of persons that qualify for reduced SLPE tariff for the period from 01.01.2019 up to and including 31.12.2028 are described in full detail in Article 4 of the Official Government Gazette (FEK) of the Hellenic Republic B/3373/31.08.2019. More specifically, for the years 2019 and 2020, the persons who qualify for Base Tariff (17€/MWh), and by extension for retroactive SLPE clearance for consumption starting from 01.01.2019, are (i) Low Voltage Residential Use consumers and (ii) Other Low Voltage Use consumers. It is understood that Other Low Voltage Use does not include Agricultural Use.

What is the mode for calculation “SLPE Clearance from 1.1.2019” that appears on the Consumption Bill?

The amount of “SLPE Clearance from 1.1.2019” is one-off and featured in an exceptional bill issued for Base Tariff (17€/MWh) consumers within 2020. The credited amount is calculated based on the quantity of energy consumption metered from 01.01.2019 to the date of application of the Base Tariff, in accordance with the provisions of  FEK B/3373/31.08.2019. If this duration of this consumption is before 01.01.2019, the relevant energy quantities are apportioned in days. See below an illustrative example of the above for Other Low Voltage Use bills.

Consider that we have a bill with the following details:

Consumption Period: 30/11/2018 – 3/1/2019

Total consumption of the consumption period (30/11/2018-3/1/2019): 4.486 MWh

Total Days of the consumption period (30/11/2018-3/1/2019): 34 days

Initial SLPE tariff: 4.486*26.08 = 116.99 €

Breakdown:

Days of the consumption period (30/11/2018-3/1/2019): 32 days

Days of the consumption period (1/1/2019-3/1/2019): 2 days

Consumption with reference to the consumption period (30/11/2018-3/1/2019): (4.486*32/34) = 4.222 MWh

Consumption with reference to the consumption period (1/1/2019-3/1/2019): (4.486*32/34) = 4.486-4.222= 0.64 MWh

Unit SLPE tariff (before 1/1/2019): 26.08 [€/MWh]

Unit SLPE tariff (after 1/1/2019): 26.08 [€/MWh]

Final SLPE tariff: (4.222*26.08)+(0.264*17)=110.11+4.49=114.6 €

Amount of refund: Final SLPE Tariff – Initial SLPE Tariff = 114.6 – 116.99 = -2.39€

What is PU?

PU stands for public utilities. According to a resolution by the Minister of Development (published in the Official Government Gazette (FEK) of the Hellenic Republic volume B/1040/07 and B/1614/10), Public utilities comprise the following services: a) provision of electricity to consumers in non-interconnected islands, at the same rates per consumer category as the mainland) and b) provision of electricity at special social household rates (SHR) to vulnerable consumers, according to the relevant Ministerial Resolution.

Mode of calculation:  kWh × unit tariff (€/kWh)

 

What are Other Tariffs?

These are tariffs imposed by the legislation for the smooth operation of the market (annual state fees in favour of RAE, etc.).

Mode of calculation: kWh × unit tariff (€/kWh)

What taxes and fees are included in the bill?

The taxes and fees stated in the bill are the special 5% duty, payable to the state and not subject to VAT., which is the same for all suppliers and calculated in actual consumption bills according to the value of consumed electricity added by the special consumption tax (electricity value (A) + (B) – SLPE + special consumption tax + system marginal price) × 0.005.

Also included is the special consumption tax (EFK in Greek), which HERON collects in the electricity bills and afterwards pays to the state. The special consumption tax is imposed to all consumers, regardless of electricity supplier, is calculated according to consumption and is subject to VAT. The calculation formula is: EFK value × kWh (EFK value varies depending on voltage category (low / medium / high) and customer category (residential / professional).

All the above are stated in field C of the actual consumption bill, labelled as “ADDITIONAL TARIFFS”.

 

What are Third Party Tariffs?

According to the legislation in force, HERON is obliged to include in its bills the amounts for municipal taxes and fees (DT and DF in Greek), along with the property tax (TAP in Greek), and interrupt the electricity supply to clients who fail to pay these amounts. These tariffs are common for all electricity suppliers and calculated according to the number of square meters stated in the document issued by the competent municipality, which is submitted by customers during the initial procedure for supply of electricity to a property or in a later document that the competent municipality sends to the network operator (HEDNO). These tariffs are calculated as follows:

Municipal taxes – fees calculation: (m2 of property) × (municipal tax or fee factor in €/m2) × (days of issuance of bill) / 365

Property tax calculation: (m2 of property) × (zone prince in €) × (age of property) × (property tax factor in €/m2) × (days of issuance of bill) / 365

The tariffs for municipal taxes and fees and property tax are presented in field E (Municipal Tariffs) of the electricity bill.

 

In addition, third party tariffs also include the state fee in favour of the Hellenic Broadcasting Corporation (ERT S.A.), which HERON is obliged to include in electricity bills. This fee amounts to €3 per month (€36 annually) per supply connection and is calculated in each electricity bill for its period of reference. Exempted from the state fee in favour of ERT S.A. are:

  • Meters for common building areas
  • Greek state organisations
  • Public law legal entities
  • Local government authorities
  • Any Christian holy churches, worship areas and cemeteries
  • Supply connections to irrigation, farming and poultry units
  • Bills whose electricity consumption amounts to less than €10 per month

What is the System Marginal Price Provision?

According to the basic principles of electricity billing specified in the Code of Electricity Supply to Customers (published in FEK B/832/9.4.2013), suppliers must recover the actual costs of customer services through the services provided to end consumers. Due to the variability of the SMP, the actual service costs can be recovered by applying the SMP provision. This provision is applied solely as a means for recovering the actual costs of supplying electricity to customers and its application is decided by suppliers in a way that simultaneously ensures the customer’s protection. Our company applies the SMP provision only in its actual consumption bills and only if the following conditions are met: (a) if its application is included in the General Terms of the Supply Agreement, (b) the average SMP rate for the duration of the provision is outside the agreed SMP variation range, and (c) its application guarantees the customer’s protection.

What is the mode of calculation of the System Marginal Price Provision?

If the customer has given his or her consent for the application of the SMP provision during the preliminary agreement briefing and the abovementioned conditions are all met, then it is easy for the customer to calculate the maximum surcharge or relief resulting from the application of the SMP provision. More specifically, the maximum amount debited or credited by the application of the SMP provision is the product of multiplying the average SMP with total consumption for the period stated in the actual consumption bill. Customers can easily calculated the SMP for a selected duration by referring to the data published by IPTO (at http://www.admie.gr/leitoyrgia-dedomena/leitoyrgia-agoras-ilektrikis-energeias/anafores-dimosieyseis-agoras/).

Calculation examples for the SMP provision:

 

Data

The supply agreement contains a term that stipulates the application of the SMP provision.

According to the supply agreement, the SMP value range for which the provision is not applied is €40-50/MWh.

The criterion of guaranteed customer protection remains unchanged.

The actual consumption bill is for the period from 01.03.2019 – 01.07.2019.

Suppose that the total kWh of consumption for the period of reference (01.03.2019 – 01.07.2019) is 1,000 kWh.

The average hourly values of the SMP according to the data of IPTO (at http://www.admie.gr/leitourgia-dedomena/leitourgia-agoras-ilektrikis-energeias/anafores-dimosieyseis-agoras) for the period of reference (01.03.2019 – 01.07.2019) is €48.50/MWh. The customer’s actual consumption bill will not feature any additional credited or debited amount.

The average hourly values of the SMP according to the data of IPTO (at http://www.admie.gr/leitourgia-dedomena/leitourgia-agoras-ilektrikis-energeias/anafores-dimosieyseis-agoras) for the period of reference (01.03.2019 – 01.07.2019) is €39.50/MWh. The customer’s actual consumption bill will be credited with an amount equal to [€40.00/MWh (lowest limit of application of SMP provision) LESS €39.50/MWh] €0.50/MWh or €0.0005/MWh MULTIPLIED BY the customer’s consumption as stated in the relevant actual consumption bill (0.0005*1000 = €0.5). As a consequence, the credited amount from the application of the SMP provision will be €0.5.

What is the “Market Clearing Adjustment”?

The Market Clearing Adjustment refers exclusively to the fluctuations of the electricity supply costs and is specifically defined in General Term 7.3 of the Electricity Supply Contract as follows:

The Market Clearing Adjustment is applied to the Electricity Supply Contracts of variable rate, according to which the total rate of the Competitive Charges (before VAT) are readjusted exclusively in accordance with para. 2.3 et seq. of Decision No. 409/2020 (Government Gazette B ' 1364/2020) of the Regulatory Authority for Energy (RAE) following the readjustment of the Agreed Price based on the variation of the sum: (i) of the average value that the Market Clearing Price (MCP) for the period of consumption which the Customer’s Bill concerns, multiplied by the Scaling Factor a = 1,26 and (ii) the Scaling Factor b =  0,0115 €/kWh (hereinafter referred to as the  «Sum», namely = a*MCP +b). The MCP prices are published on the website of the Hellenic Energy Exchange (HEnEx) https://www.enexgroup.gr/el/. Ll and Lu prices specify the range of the guaranteed fixed (agreed) electricity supply charge of the Supplier's Electricity Package, which the Customer has chosen through the signing of the relevant Electricity Supply Contract. Based on the abovementioned calculation and provided that the following (under G.T. 7.3.1. to 7.3.3.) conditions are met, in the context of applying the Market Clearing Adjustment, the offered Competitive Charges may be amended by debit, credit or remain fixed to the Customer based on the market variations as follows:

  • If the Sum for the time period of consumption which the respective Bill concerns is less than the Ll =0.04 €/kWh (“Lower Limit of Guaranteed Fixed Price”), a credit is applied to the specific Bill. The credit is equal to the product of two variables: (a) the amount of the difference between the Sum in comparison to the Lower Limit, and (b) the total consumption of the Customer during the time period which the specific Bill concerns. 
  • If the Sum for the time period of consumption which the respective Bill concerns is greater than the Lu =0,05 €/kWh (“Upper Limit of Guaranteed Fixed Price”), a charge is applied to the specific Bill. The charge is equal to the product of two variables: (a) the amount of the difference between the sum in comparison to the Upper Limit and (b) the total consumption of the Customer during the time period which the specific Bill concerns.
  • If the Sum for the consumption period which the respective Bill concerns, ranges within the abovementioned limits, namely within the Ll=0,04€/kWh and Lu=0,05 €/kWh ("Guaranteed Fixed Price Range"), no charge or credit will be applied to the Customer’s Bill for the specific consumption period which the Bill concerns.

How is the “Market Clearing Adjustment” calculated?

The Market Clearing Adjustment is calculated as follows:

  1. Export of the average value of the Market Clearing Price (MCP) for the time period of consumption which the respective Bill of the Customer concerns, as published on a daily basis on the website of the Hellenic Energy Exchange (HEnEx) https://www.enexgroup.gr/el/.
  2. The abovementioned average value of the MCP for the time period of consumption which the respective Bill of the Customer concerns, is increased through its multiplication with the Supplier’s Scaling Factor “a”, as set out in the Electricity Supply Contract in force, as amended.
  3. The value of the Supplier’s Scaling Factor “b” as also set out in the Electricity Supply Contract in force, as amended, is added to the abovementioned product.
  4. Subsequently, the value of the Sum generated is being compared to the values of Ll and Lu for the time period of consumption which the respective Bill of the Customer concerns, as set out in the Electricity Supply Contract in force, as amended.
  5. Based on the abovementioned calculation and provided that the following conditions are met, in the context of applying the Market Clearing Adjustment, the offered Competitive Charges may be amended by debit, credit or remain fixed to the Customer based on the market variations as follows:

5.1. If the Sum for the time period of consumption which the respective Bill concerns is less than the Ll (“Lower Limit of Guaranteed Fixed Price”), a credit is applied to the specific Bill. The credit is equal to the product of two variables: (a) the amount of the difference between the Sum in comparison to the Lower Limit and (b) the total consumption of the Customer during the time period which the specific Bill concerns. 

5.2. If the Sum for the time period of consumption which the respective Bill concerns is greater than the Lu (“Upper Limit of Guaranteed Fixed Price”), a charge is applied to the specific Bill. The charge is equal to the product of two variables: (a) the amount of the difference between the Sum in comparison to the Upper Limit and (b) the total consumption of the Customer during the time period which the specific Bill concerns.

5.3. If the Sum for the consumption period which the respective Bill concerns ranges within the above-mentioned limits, namely within the Ll and Lu ("Guaranteed Fixed Price Range"), no charge or credit will be applied to the Customer’s Bill for the specific consumption period.

5.4. All the above-mentioned described charges/credits will appear distinctively on the Bills that are sent by the Supplier to the Customer, while the clearing of the charge concerning the "Market Clearing Adjustment" will be performed in the Clearance Accounts, when the Competent Operator makes the actual consumption data available.

You may find an indicative example here.

Who is responsible for metering electricity consumption?

The metering of consumption for low voltage supply connections is done exclusively by the operator of the National Electricity Distribution Network (HEDNO S.A.), who forwards the metering data to electricity suppliers, who, in turn, issues actual consumption bills. HEDNO’s meter readings are done on a four-month basis, without excluding different consumption periods in cases where, for example, HEDNO was unable to receive the readings of your meter (except for supply connections included to the C22 tariff and are subject to monthly clearances). Your HERON actual consumption bill includes fields that list the dates of previous, current and next meter readings for your supply connection.

What happens if a scheduled meeting is cancelled?

This could happen. First of all, see the field “Next Meter Reading” on your HERON bill to make sure that your meter will be accessible by HEDNO metering representatives in order to collect readings. If a metering representative is incapable of performing the metering process, you must call HEDNO to schedule a new metering or, if possible, provide the reading of your meter. The list of telephone numbers for your area is available at the following link:

https://www.deddie.gr/el/upiresies/katametrisi/tilefona-katametrisis/.

Who should I call in case of power failure?

HEDNO S.A. is the entity responsible for developing, maintaining and operating the network. You can find all relevant phone numbers in your HERON bill.

What is required to qualify for a discount for timely payment?

You will be eligible for a discount for timely payment if such discount is provided by the commercial programme of HERON that you have selected for your bill. Click here (link) to see all our commercial programmes and choose what best suits your supply type and consumption needs. The discount will concern the amount for electricity supply (field A in your bill) provided that your bill is paid on time and you will see it applied in your next consecutive bull. Don’t forget that more than enjoying special privileges, you will also benefit from the lowest prices in the market.

How and where can I pay my bill?

HERON offers many payment modes, so you can choose the one that best suits your habits. Click here (link) to find out all the details.

I am renting a house. I have a HERON supply connection in my name and I want to move to another house. What should I do?

You will contact HERON's customer care call centre. Our respresentative will forward your request to HERON's Commercial department in order for you to sign a new electricity supply agreement for your new residence. Our representative will guide you accordingly to terminate you current contract with your previous electricity supplier.

I want to completely terminate my electricity supply. What should I do?

Fill out and sign the form of authorization for termination of meter representation and termination of electricity supply, which you will find in the Useful Forms and Documents section (Link). You can otherwise call us at 18228 and we will send you this form. Don’t forget to fill out your preferred date of termination, which cannot be sooner than two (2) working days from the date you send the relevant form, and send it to us! As soon as we receive it, we will submit your request to HEDNO and a technician will visit your supply to terminate it.

I will be leaving my home/business, but the new tenant/owner wishes to continue with HERON as supplier. What should I do?

The prospective-new customer should contact HERON directly to sign a new electricity supply agreement by all means he can find here. We would like to inform you that you will keep receiving bills in your details from HERON, until the application of the prospective-new user is completed.

How can I manage my supply connection and bills and benefit from HERON’s services at the same time?

Subscribe now to the online MyHERON platform and manage your supply connections. Keep a history of your bills and make quick and cost-free payments.

How can I contact HERON for questions, requests and connection applications?

Call 18228 to find expert customer service representatives who can answer all your questions and help you with anything you need. Email us at customercare@heron.gr.

If you have subscribed to the online MyHERON platform, you can chat with our representatives or send your request through the contact form.

Also, you can visit one of our HERON stores.

You can apply online through e-contract (link) or contact a HERON authorised external associate (link).  

Who do I contact if I wish to submit a complaint?

You can send your complaint to claimssupport@heron.gr. Our expert complaint and special request management team will handle your request and come back to you.

What other authority can I contact about regulations and matters concerning electricity?

You can contact the Regulatory Authority for Energy (RAE) (Link), which is the competent supervising authority.

What is the Residential Night Tariff?

The residential night tariff (with hourly rates) is a dual tariff. All consumptions within the day (24-hour cycle) are charged at different rates: the rates of the residential tariff for “day” consumption hours and the reduced rates for “night” consumption hours. HERON offers the residential night tariff. The procedure for inclusion in this tariff is common for all electricity suppliers. For inclusion in the residential night tariff, consumers must visit the competent network customer service office of HEDNO, present an electricity bill, an ID card and a Certificate of Tax Identification Number (AFM in Greek) to submit the relevant application for inclusion, pay a fee as contribution to HEDNO’s expenses and afterwards visit any HERON store with the above documents to sign a new HERON supply agreement, which will contain the different rates for night energy supply.

The hours of the night tariff are set by HEDNO and currently apply in segments, namely: from 02:00 to 08:00 and 15:00 to 17:00 for the winter period (November 1st to April 30th) for customers connected to the mainland network and the interconnected islands, and from 02:00 to 08:00 and 15:30 to 17:30 for customers in the non-interconnected islands. From the summer period (May 1st to October 31st), the night tariff is from 23:00 to 07:00.

What is the Social Residential Tariff (SRT)?

According to the legislation in force, the social residential tariff is intended for the protection of vulnerable consumer groups and is provided by resolution by the Ministry of Environment, Energy and Climate Change with ref. no. D5-IL/B/F29/16027/6.8.10 (published in FEK B/1403/06.09.2010), as it is amended and in force. A more recent ministerial resolution (published in FEK B/242/01.02.2018) modified the categories of beneficiaries, the criteria for inclusion, the amount of discount granted to beneficiaries, and it also annulled the special tariff for multi-member families.

Customers are not given any financial incentives to switch suppliers due to SRT, because the discount awarded to SRT beneficiaries is common for all electricity suppliers and calculated on the rate of electricity consumption granted by the commercial programmes of electricity suppliers. The applications for inclusion/renewal/update of the social residential tariff are submitted through the Greek Electronic Governance of Social Insurance S.A. (IDIKA in Greek), at http://www.idika.gr/. If you submit an application and become a beneficiary of the social residential tariff, you should know that HERON is regularly informed about your inclusion through the HEDNO system, in order to bill you accordingly. There are two different categories of social residential tariffs and each category features different limits in its total four-month electricity consumption. This allows the discount on the electricity supply rate of your commercial programme to become subject to SRT’s billing regime. Click here (link) to find out if you qualify for inclusion to SRT.

What is the Environmental Residential Tariff (ERT)?

The environmental residential tariff (ERT) for electricity intends to support consumers in the regions of Western Macedonia and the Municipality of Megalopoli at the Regional Unit of Arcadia. It was instituted with the aim of providing support due to environmental burden from lignite mining activities and it is granted according to Joint Ministerial Resolution with reference no. YPEN/YPRG/26359/4101/22.05.2018 by the Ministers of Environment and Energy and Finance, as it is in force at the time.

This tariff is provided by all electricity suppliers and corresponds to a discount on the price of the electricity supply in a supplier’s commercial programme. The amount of this discount for 2018 was €0.042/kWh.

This aid is granted to residential consumers within the administrative limits of the regions of Western Macedonia and the Municipality of Megalopoli at the Regional Unit of Arcadia, whose four-month electricity consumption amounts up to 2,400 kWh. If this four-month electricity consumption is more than 2,400 kWh, the aid is granted only up to this limit.

Exempted from the discount are:

  • Beneficiaries of the social residential tariff (SRT) for bills that include SRT rates
  • Self-producers included in net metering or virtual net metering according to article 14A of Law 3468/2006
  • Any persons benefitting virtual net metering programmes, according to section 10 of article 11 of Law 4513/2018, as it is in force.

More specifically, this discount is offered to SRT beneficiaries only in the absence of SRT discount for a specific four-month period.

Click here (link) to see if you qualify for inclusion to the environmental residential tariff.

When should I contact HEDNO?

You must contact HEDNO for all matters concerning:

  • Damage (report damage here)
  • Initial electricity supply
  • Increase/decrease of power for existing electricity supplies
  • Repositioning (columns, cables, supply meter)
  • Integration or separation of supply connections
  • Dismantlement of electricity supply
  • Photovoltaic works and other renewable energy sources

You can find all phone numbers for information requests or damage reports to HEDNO S.A. listed in your bill.

What is the Supplier of Last Resort?

The electricity supplier of last resort is the supplier obliged by virtue of Law 4001/2011 to supply electricity to customers not represented by any supplier, either due to fault on the part of their previous supplier or due to events within the sphere of influence of their former supplier, which led to the supplier’s removal from the Registry of Participants in the Electricity Market. This provision ensures the continuation of their properties’ electricity supply. Upon resolution by the Regulatory Authority for Energy, the supplier of last resort is the supplier with the largest market share per customer category (this position is currently held by PPC S.A.). Customers are automatically included in the supplier of last resort without requiring any actions on their part, namely without entering into an agreement for electricity supply and paying a security deposit.

This supply of electricity is provisional and provided for no more than three (3) months from the date of the customer’s representation by the supplier of last resort. This date is set by the operator of the system, in order for customers to have enough time to enter into new electricity supply agreements with a supplier of their choice.

Once this term expires, if a customer hasn’t yet entered into a supply agreement, then:

  • Small customers (residential and non-residential customers up to 25 kVA capacity) are automatically shifted to the universal service supplier, without any interruptions to the electricity supply of their properties.
  • Large customers (non-residential customers over 25 kVA capacity) will be represented for a short amount of time by the supplier of last resort, until the competent network operator notifies them about the change of their representation or the deactivation of their meter.

The rates of consumption for customers who become subject to the supplier of last resort regime are set according to resolution by RAE.

What is the Universal Service Supplier?

The Universal Service Supplier of electricity (USS) is the Supplier who is obliged (in accordance with the provisions of Law 4001/2011) to supply electricity to small customers (Residential Customers of any capacity, and Non-Residential Customers with supply capacity up to 25 kVA) throughout the territory of Greece, who, upon termination of their representation by the previous Supplier, or until the expiry of the electricity supply by the Supplier of Last Resort:

  • Have taken no action to exercise their right to freely choose a supplier, i.e. they haven’t selected a supplier to represent their supply connection, or
  • Are incapable of finding a supplier in the liberated market under the existing commercial terms.

Pursuant to the provisions of i) Resolution with ref.no.YPEN/GDE/57469/2612 by the Deputy Minister of Environment and Energy (published in the Official Government Gazette of the Hellenic Republic (FEK) issue no.B’2400/17.06.2020) and the provisions of ii) Resolution with ref.no. YPEN/GrGGEOPY/58119/2372/18.06.2020 by the Secretary of the Directorate for Energy at the Ministry of Environment and Energy (YPEN in Greek), our company was appointed as USS, along with four other companies, for the supply of electricity to specific supply connections for the period from 23-6-2020 to 23-6-2022.

In accordance with the provisions of the current legislation in force, the transition of these supply connections from the previous USS, which is the Public Power Corporation of Greece (P.P.C. S.A or DEI in Greek), to our Company was done automatically. However, all supply connections represented by the USS are entitled to enter into a Supply Agreement with the Supplier of their choice, at any time they choose to do so.

The Supply Rates for customers who have been included in the provisions for Universal Service are the same for all USS companies, and their amounts are established according to the provisions of the abovementioned Resolution by the Deputy Minister, in accordance with this table, depending on the Tariff Category to which each Supply Connection is included.

Other than the above Supply Rates for the provision of electricity, all customers included in the category of Universal Service will also incur the costs of the “Regulated Tariffs” (National Electricity Transmission Network, National Electricity Distribution Network, special levy on pollutant emissions (SLPE, or ETMEAR in Greek), public utilities (PU or YKO in Greek), other tariffs), the “Additional Tariffs” (Special Consumption Tax, Special 5% duty), the Municipal Tariffs (Municipal Fees, Municipal Taxes, Real Property Tax), the Special Duty in favour of the Hellenic Broadcasting Corporation (ERT in Greek), along with any other fee, duty or tax stipulated by any law, which are the same for all other customers.  

The provisions of the current legislation in force regarding matters such as timely payment of bills, or the mandate for deactivation of meter in cases of outstanding debts also apply to customers included in the provisions for Universal Supply, just like any other customers, in accordance with the regulations of the Code of Supply of Electricity to Customers and the Manual of Representation of Meters and Periodic Accounting.

I own a photovoltaic system and wish to change my supplier and come to HERON. What should I do?

You must sign the application for supply of electricity and send it along with other necessary documents, including the agreement for network-connected photovoltaic system. Afterwards, you will receive the net metering agreement, which you will have to sign and send back to us.

I am subject to a Debt Settlement Plan with my supplier. Can I change suppliers?

You can change suppliers on condition that you have settled your debts with your current supplier. When you submit an application, you will have to provide a copy of your settlement with your supplier, along with other required documents. You should be aware that in the event of default on the customer’s part, suppliers may submit a request to deactivate the supply connection to the operator of the National Electricity Distribution Network (HEDNO), regardless of whether a customer has entered into an electricity supply agreement with a new supplier and meets the new supplier’s payment deadlines.

 

What is the Payment Plan for Outstanding Bills of Vulnerable Clients?

Our Company’s Payment Plan for Outstanding Bills stipulates that the monthly installment of such Bills will amount to no more than 50% of the respective monthly electricity expenses of the Vulnerable Consumer in each occasion.

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.