Will my energy provider change?
Yes, your new provider will be Protergia, a part of METLEN Energy & Metals S.A., the largest private energy company in Greece. It operates in the supply of electricity and natural gas, offering modern and reliable services.
Will there be any changes to my electricity meter?
Your meter will remain the same. However, after the merger, your supply ID number will change by increasing the last digit. For example, from 1-12345678-01 to 1-12345678-02.
Additionally, based on this number, a corresponding 12-digit personal identification code will be created, which you can use at customer service points with Protergia.
More specifically, the previously 11-digit Supply Number will have one additional digit at the end, e.g., 1-12345678-02 0. This number will appear on your bill and will be requested for customer service.
Will the Electronic Delivery Point ID Code (ΗΚΑΣΠ) for natural gas change?
No, the natural gas ΗΚΑΣΠ number is unique and will not change.
What changes in my contract?
According to the recent letter you received, starting June 2025, your contract will be transferred to Protergia, who will be your new electricity and/or natural gas provider. Your pricing terms will follow the Protergia tariff described in your personalized letter, based on your customer category.
What changes in the electricity bill charges?
A) Supply Charge Calculations: The way variable rate electricity tariffs are calculated per customer category will change, and this will apply for 12 months starting in April. You can learn more from the following links:
B) Estimation Method for Provisional Bills: Provisional (estimated) bills will be issued when monthly certified meter readings by the DEDDHE (grid operator) are not available.
If readings are available, the average of those will be used. If not, consumption will be estimated based on:
The lower of the two will be used for billing.
Estimated bills are reconciled with an actual reading-based bill approximately every 4 months.
Note: Regulated Charges and Third-Party Charges remain unchanged and apply to all suppliers under existing laws.
What changes in the gas bill charges?
A) Supply Charge Calculations: The method of calculating natural gas variable rate tariffs per customer category changes starting April, valid for 12 months. Check these links:
B) Estimation Method for Provisional Bills: Consumption estimates will be based on:
Note: Regulated fees, taxes, and surcharges will still be applied uniformly to all suppliers under current law.
Do I need to do anything regarding my electricity or gas service?
No, nothing at all! Your transition will be automatic, and you’ll retain full visibility of your energy consumption to help you make better decisions for your home or business.
Until when can I leave the contract with no financial penalty?
You can terminate your contract with Protergia and switch suppliers at any time, before or after the transition, without any financial penalty. This also applies after the new pricing terms take effect.
Will the look of my bill change?
Yes, your electricity or gas bill will look different from the Volterra version.
Our goal is a smooth transition to Protergia and providing high-quality services.
How often will I receive my bill?
Will I still get bill notifications on my phone?
Yes, absolutely! The only change is that the sender will now be Protergia. You can also opt to receive bills via Email, Viber, or SMS.
The Protergia customer service team will support you throughout the transition.
How will I pay my bills?
If any previous Volterra bill remains unpaid, that amount will be included in your first Protergia bill.
Do I need to change anything for web banking payments?
Just use the correct RF code for the provider:
Any unpaid Volterra balances will be shown on your new Protergia bills.
Does my current direct debit (standing order) get affected?
Yes. Your Volterra direct debit is valid only for Volterra bills.
To pay Protergia bills via direct debit, you’ll need to set it up again with your bank using your Protergia bill.
What happens to my existing installment plan?
It remains in effect until June and must be paid using your Volterra RF payment code. After June, installment options will be available through Protergia, and you can create a new plan if needed.
Who do I contact for support (electricity/gas service)?
Until June 2025, continue using Volterra's service channels.
Call 2130883000 or visit a Volterra store. After the transition, contact Protergia at:
Will I be able to visit Protergia stores?
Yes! Starting June 2025, you can access a network of 85 Protergia stores across Greece, staffed with specialized personnel to help with energy products and solutions.
Will I keep using the same app?
You’ll still be able to use “Volterraμου” for a few more months.
After the transition, you’ll use the new ProtergiaApp to manage your consumption easily.
Important: You must register again in ProtergiaApp. Your Volterra username & password won’t transfer.
Register here:
When can I activate the new app?
Once your service is transferred, you’ll receive a welcome message from Protergia with everything you need to activate your account and register in the app.
