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Compensations for delays in answering your requests

Compensations for the term to manage your requests/notifications

If you request information on the causes of the outages, in case you submit complaints on the voltage curve quality or the metered data regarding your consumption and other requirements regarding the electricity distribution service, we will answer within the term stipulated under the ANRE regulations. If for objective reasons we are unable to do that, you are entitled to compensation.

Read below the information, depending on the grid you connect to. Most household consumers are connected to the low voltage network.

Low or medium voltage
We will observe the response time (15 calendar days) for the written requests regarding the causes of the power outages; if not, in case you request to connect to the low or medium voltage grid, we will grant a compensation of:
- RON 70, if you are a legal entity
- RON 40, if you are a natural person
In the case of your written notifications and complaints, concerning the quality of the voltage curve/the voltage level of the distributed power, we undertake to respond within 20 calendar days. If we do not manage to do that, we will grant you a financial compensation of:
- RON 130, if you are a legal entity
- RON 70, if you are a natural person
In case you are connected to the low or medium voltage grid, when you submit a written complaint as to the fact that you suspect a problem related to the accuracy of the data measured by the metering device or the recalculation of the power consumption, we will analyze it and send you the response within 15 calendar days. If we do not manage to do that, we will grant you a financial compensation of:
- RON 70, if you are a legal entity
- RON 40, if you are a natural person
For each request or notification we receive from you as a customer connected to the medium or low voltage network, regarding other causes than the ones explicitly stipulated herein, we will respond within 30 calendar days; if not, we will grant a financial compensation of:
- RON 70, if you are a legal entity
- RON 40, if you are a natural person
High voltage
We will observe the response time (15 calendar days) for the written requests regarding the causes of the power outages; if not, in case you request to connect to the high voltage grid, we will grant a compensation of:
- RON 130, if you are a legal or natural entity
In the case of your written notifications and complaints, concerning the quality of the voltage curve/the voltage level of the distributed power, in case you are connected to the high voltage grid, we undertake to respond within 20 calendar days. If we do not manage to do that, we will grant you a compensation of:
- RON 270, if you are a legal or natural entity
In case you are connected to the high voltage grid, when you submit a written complaint as to the fact that you suspect a problem related to the accuracy of the data measured by the metering device or the recalculation of the power consumption, we will analyze it and send you the response within 15 calendar days. If we do not manage to do that, we will grant you a financial compensation of:
- RON 130, if you are a legal or natural entity
For each request or notification we receive from you as a customer connected to the high voltage network, regarding other causes than the ones explicitly stipulated herein, we will respond within 30 calendar days; if not, we will grant a financial compensation of:
- RON 90, if you are a legal or natural entity