Frequently asked questions

It is possible to switch electricity provider without any extra cost.

Specifically, under the Electricity Supply Code for Customers (Government Gazette B' 832/09.04.2013), as amended and in force pursuant to the provisions of article 1 of Government Gazette B' 1463/24.05.2016, and the Natural Gas Supply Code for Customers (Government Gazette B' 1969/01.06.2018), as in force, provisions on the supplier-switching procedure came into effect.

The same procedure also applies in the case of switching gas provider.

The transition to a new provider can take place without any additional financial burden.

The consistency discount is the reward given to consumers who pay their household or business electricity bills within the deadline. The consistency discount varies according to consumption.

The consistency discount on electricity concerns net consumption and not the amount that results after adding taxes, fees etc. It is neither specific nor fixed, as each company sets a different percentage.

Switching electricity and natural gas provider is now a very simple process. Specifically:

● New connection or reconnection: power will be connected within 3-5 working days from the submission of the supporting documents.

● Switching provider for household customers or small business premises that already have electricity: the switch will be completed within 10 days at the latest.

● Switching for large business supplies: a meter inspection by a HEDNO (DEDDIE) employee will take place first. If it concerns a new connection or reconnection, power is expected within 3-5 working days from the submission of the supporting documents.

Switching natural gas provider for your business or home takes up to three weeks from the date the Supply Contract is signed, in line with the procedures of the competent Distribution Network Operator (EDA).

Household gas supply is guaranteed by the natural gas Distribution Network Operator and there will be absolutely no interruption. The same applies when switching business gas supplier.

For electricity, the network operator ensures the uninterrupted supply of power for homes and businesses during the electricity provider-switching process.

Switching electricity provider is free even with a debt to the previous one.

You can look for a cheaper electricity plan for your home or business without paying an exit fee to the previous provider.

If there are unpaid amounts, the previous supplier informs the competent operator, who in turn informs the customer or the new supplier, where the latter represents the customer.

For the switch to be completed, the customer must proceed with one of the following actions:

● pay off their debts

● arrange a settlement of the overdue amounts with the old supplier

● ask the new provider to accept the assumption of the debt in question

The consistency discount is not lost, even if the bill is paid on the day it is due, and its payment is still considered on time.

Several suppliers grant the discounts only on clearance bills, in proportion to the days of consumption and the contract duration.

Switching natural gas provider at home will cost you nothing, as no exit fee is provided for leaving a natural gas supplier. Also, moving to another provider requires no modification to the meter or to the household or business gas system.

An exception applies where the Supply Contract contains special terms on the minimum term of validity and the compensation due if the contract is terminated by the customer, or by the supplier due to the customer's default on paying their debts, before the minimum term has elapsed.

The price per kilowatt-hour for a business or home is not fixed and in fact changes every month. The price announced by each natural gas provider includes taxes and the amount of the state subsidy announced by DEPA.

The consumption bill includes:

● Supply / competitive charges

● Regulated charges

● Other charges – Taxes: 13% VAT, RAE Reciprocal Levy, Excise Duty, Special Levy 5 0/00, Security of Supply Fee.

The element that significantly shapes the size of the bill is the charges.

Electricity providers issue bills every two months for low-voltage customers such as homes, shops and small businesses. The first bill, covering the first two months of the electricity plan, is issued as an estimated bill, while the bill for the second two-month period is issued after a meter reading and is a clearance bill.

The first bill you receive after your natural gas plan is activated will also include the deposit. Natural gas companies initially charge an amount on account on the bill, until they take the first reading.

The deposit at the start of the contract may differ from one electricity company to another and among natural gas providers. The deposit is a sum of money serving as security for future debts arising from the Natural Gas Supply Contract. Its amount is proportional to the estimated energy consumption.

To avoid the deposit, activate a standing order for paying your bills.

Bills for household natural gas are issued every month, except during the summer period. This is because natural gas companies do not bill household supplies in the months of May, July, August and September. Bills for business natural gas are issued on a monthly basis.

The adjustment clause nearly doubled bills as soon as it was imposed, due to a large change in the cost of electricity on the wholesale market. The level of the clause is shaped by the cost of electricity generation and international prices.

However, there are differences depending on which tariff colour you choose:

Green tariffs are semi-floating and semi-fixed and include an adjustment clause. They have pricing locked in from the start of each month, which means that abrupt changes in wholesale market prices do not immediately affect the final bill. On the other hand, in the yellow floating tariffs the price is low and is set mainly by the energy market and not by the adjustment clause.

By contrast, with the blue tariff, which is fixed, you may have higher prices, but it has no adjustment clause, so you know what you will be paying, with no unpleasant surprises.

To switch provider you need the following documents for household electricity:

● Copy of passport or police ID card or residence/stay permit.

● A household electricity bill for the property or any document (HEDNO/DEDDIE) showing the property's supply number, or proof of relationship with the property.

● Meter reading (e.g. a photo).

● Tax ID number (AFM) & Tax Office (DOY).

For a procedure carried out by an authorised person, the following are required:

● Certified authorisation (original or plain photocopy) from a Citizens' Service Centre (KEP) or the competent Supervising Authority (Public sector, Embassy etc.) or a Police Authority.

● Passport or residence/stay permit or police ID card.

To switch provider you need the following documents for business electricity:

● Required legal documents for switching provider for business electricity for OE, EE, EPE, AE, IKE companies:

● Current articles of association (latest codified version).

● GEMI announcement regarding the company's representation, or Government Gazette of representation.

The process of switching natural gas supplier is simple and requires no intervention on the meter or the internal installation. You will need to sign a Supply Contract and provide the required documents. To switch gas provider at home or at your business the following are required:

● Photocopy of ID card or passport.

● Tax ID number (AFM)

● HKASP (Electronic Delivery Point Identification Code) for active supplies, or a copy of the Connection Contract with the competent Distribution Network Operator (EDA), if it has been signed.

● Copy of the latest natural gas bill, with the relevant proof of payment if it concerns a supplier switch.

● Natural gas meter reading or a photo of it, if it concerns an active supply.

● Proof of relationship with the property, such as proof of submission of a lease information statement via TAXIS, or a copy of the ownership deed. Solemn declaration of ownership/use of the property.

● For new connections to the Natural Gas Distribution network: the Connection Contract with the competent Network Operator (EDA) is required.

The documents you will need to switch provider from business to household electricity are the following:

● Ownership deed of the property (original or certified copy) and declarations of unauthorised constructions (if any).

● Building permit stub endorsed for connection to public utility networks (final or provisional), declarations of unauthorised constructions (if any) and any town-planning acts.

● Solemn declaration by the co-owners accepting the changes (if there are co-owners).

● The receipt from the electricity supplier that has been supplying the property until recently.

● The details of the owners or tenants (Tax ID & identity details) and a photocopy of the lease agreement with proof of registration.