FAQs | Protergia

FAQs

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Ηλεκτρική Ενέργεια - Συχνές Ερωτήσεις

Change of Supplier

The procedure for changing your electricity Supplier is very simple and does not involve any changes to the electricity meter installed in your home or business. All you have to do is sign a Supply Contract with Protergia, submitting the supporting documents required for each customer category.
No, there is no charge for changing Supplier.
The time needed is about one week from the day on which the Supply Contract is signed and depends on the procedures of the Hellenic Electricity Distribution Network Operator (DEDDHE).
No. Your business and your home will not be left without electricity – not for a moment. The Supplier change transaction is a purely commercial one. The supply of electricity is guaranteed by the Hellenic Electricity Distribution Network Operator (DEDDHE).
Protergia can offer its services and supply electricity to all regions interconnected with the national power grid. The supply of electricity also to areas belonging to the Non-Interconnected Transmission System may become possible in the future, always depending on the investment plans of the Transmission System.
The Supplier of Last Resort is obliged to supply electricity to customers who are not represented by a supplier for reasons for which their most recent supplier is to blame or as a result of events within the sphere of control of their most recent supplier. By Decision of the Greek Regulatory Authority for Energy (RAE), the Supplier of Last Resort is determined to be the Supplier with the largest market share per category of customers (currently the PPC). Migration to the service of last resort takes place automatically as far as the customer is concerned.
The Universal Service Provider is obliged to supply electricity to small customers across the entire Greek territory, provided that one of the following apply: (a) The above candidate customers have failed to exercise their right to freely select a supplier; (b) The above candidate customers are unable to find a supplier in the liberalised market on their present based on their current commercial terms. Migration to the universal service takes place automatically as far as the customer is concerned.

Deposit

The PPC refunds the deposit by offsetting it against any other amounts due by the customer in the last (“Final”) bill issued by the PPC.
The amount of the deposit reflects the cost of electricity consumption for a period of 45 days and is held solely as security against any debts which customers may incur in the future in connection with their bills. The charge for the deposit will be included in the very first electricity bill that you will receive from Protergia.

Bill and Charges

Protergia electricity bills are issued on a monthly basis and belong to one of the following types: ESTIMATED -> Based on an estimated consumption level. ACTUAL -> Based on the consumption measured and certified by the Distribution Network Operator.. ACTUAL – CUSTOMER READING -> Based on the “Registration of Meter Readings” service.
If for any reason the consumption is measured at a time interval that is longer or shorter than four months, then the consumption charged is adjusted relative to the four-month period by applying the “billing period adjustment factor” (actual consumption days / 120 days).
Competitive charges comprise the following: The charge for the supply of power under the Day Ahead Scheduling mechanism, the charges of the Uplift Accounts (UA-2, UA-3), charges for losses in the Hellenic Electricity Distribution Network, the charge based on the weighted average production cost of conventional thermal plants (Charged to the Special Account of article 143 of Law 4001/2011) and the costs of the Transitional Capacity Assurance Mechanism (MMDEI), as defined in the Electricity Transaction Code (Decision 56/2012 of the Regulatory Authority for Energy, published in Government Gazette issue 104/B/2012) and determined in accordance with the laws in force.
In addition to your electricity consumption, your bill will also include Regulated Charges and the corresponding taxes and duties under the laws in force.
Regulated charges are the same for all consumers, depending on the particular tariff category and irrespective of the electricity supplier selected. They comprise the charges levied on all consumers who use the electricity infrastructures (i.e. the Hellenic Electricity Transmission System and the Hellenic Electricity Distribution Network, the charges for the provision of Services of General Interest and the Special Duty for the Reduction of Air Pollutant Emissions).
The following charges are levied on all consumers irrespective of the electricity supplier selected, are collected via the payment of electricity bills and are remitted to the State: (a) Excise Duty – EFK (Law 2960/01). The Excise Duty is charged only in ACTUAL bills, is calculated based on the level of electricity consumption and is subject to VAT. (b) Special Customs Rights Duty 5‰ – DETE (Law 2093/1992). DETE is charged in the ESTIMATED and ACTUAL bills and is calculated on the charge for the consumption of electricity augmented by the Excise Duty (EFK) charge. It is not subject to a VAT charge. (c) Municipal Duties – Municipal Taxes – Real Estate Duty (Law 25/1975, Law 2130/1993). Municipal Duties (DT), Municipal Taxes (DF) and the Real Estate Duty (TAP) are charged only in ACTUAL bills and are calculated based on the surface (in sq.m.) of the property which is supplied with power.
You can access the electronic version of your bill under the “myprotergia” area of our website. Your bill is available for viewing only after it has been issued (invoiced).
Under the Law 3345/2005 non-electrified and not in use property, in accordance with a solemn declaration of the owner or its legal representative, are exempted from paying municipal taxes for cleanliness and lighting upon submission to the relevant Municipality, along with the above declaration, of a certificate issued by local offices of HEDNO S.A. (Hellenic Electricity Distribution Network Operator S.A.) concerning the interruption of electricity to the property. Here you will find the addresses and the telephone numbers of HEDNO S.A. service points http://www.deddie.gr/en/upiresies/simeia-eksupiretisis/simeia-eksupiretisis
These are increases or decreases in Supply Charges in case of a marked change in the cost of electricity.
They may be triggered based on predetermined limits and variables provided for in Article 8.8 of the General Conditions of Contract. According to Article 8.8: Supply Charges are calculated as follows: If the sum of (I) the average System Marginal Price; (II) the average unit charges for the uplift accounts; and (III) the weighted average production cost of conventional power plants during the Consumption Period; plus the applicable rate for network losses on (I) through (III) (hereinafter the “Average Uplifted Sum”) is between €40 and €55/MWh, there is no increase or decrease in Supply Charges. If the Average Uplifted Sum during the consumption period is under the €40/MWh limit, supply charges are decreased by the difference between the €40/MWh and the Average Uplifted Sum. If the Average Uplifted Sum during the consumption period is over the €55/MWh limit, supply charges are increased by the difference between the Average Uplifted Sum and the €55/MWh limit. Such increases or decreases of the Supply Charges will appear as distinct charges or credits on the bills the Supplier sends to the Customer, when actual data are made available by the operator. This General Condition does not apply for the first six months after the Supplier has activated the representation authorisation for the Site meter. Protergia may charge or credit customers depending on the amount at which the above sum closes. Uplifts pursuant to Article 8.8 are only included on settlement bills featuring electricity consumption.

Customer Support

By visiting the “myprotergia” area and registering as a user, you will be able to view your past bills and consumption history, pay your bills and register the readings of your electricity meter. In addition, our website provides you with access to all the latest Company News, with model forms which you can use for specific actions regarding your power supply contract, and with contact information so that you can communicate with us for any issue of concern to you.
You can contact Protergia Customer Support by calling 18311 (every day from 09:00 a.m. to 23:00 p.m. ), by sending an e-mail message to cs@protergia.gr or through our website, at www.protergia.com.

Network Issues

Taking meter readings for low-voltage customers is the responsibility of the Hellenic Electricity Distribution Network Operator (DEDDHE). For medium-voltage customers, the responsibility rests with the Independent Power Transmission Operator (ADMHE). Both of them send their measurements to Protergia, who calculates the charges by according to the applicable tariff.
You can contact the Hellenic Electricity Distribution Network Operator (DEDDHE), who is responsible for the development, maintenance and operation of the distribution network. For a list of relevant telephone numbers, click here.

Fault Centres

Failures Centres 11500 ή 2111900500. Click here to find the phone number in your area