Frequently asked questions

Frequently asked questions

Frequently asked questions

Frequently asked questions

We have compiled answers to frequently asked questions for your convenience. If you do not find an answer to your question here, please contact our customer service.

About Caruna

What is an electricity distribution company?

The distribution of electricity from the producer to the electricity user is always handled by a local electricity distribution company such as Caruna. In addition to electricity distribution, we are responsible for the maintenance, construction, development, fault reporting service and electricity consumption measurement of the electricity network in our area.

The pricing of electricity distribution is company-specific, and the price levels are influenced by local network conditions, among other things. Pricing is monitored by the Energy Authority.

Customer service and contact details

How do I get in touch with your customer service?

You can find the contact details for our customer service on our website.

How can I inform you of my changed contact details?

If your contact details change, please update your contact details through our My Pages self-service as soon as possible. You can also contact our customer service. 

Invoicing, pricing and products

I changed my electricity supplier, why do I get an invoice from Caruna?

You have changed your electrical energy supplier, not the distribution company. Electricity is always distributed and invoiced by a local electricity distribution company such as Caruna. 

Electricity distribution is tightly monitored and controlled monopoly activity and cannot therefore be tendered. Instead, electrical energy can be tendered and prices can be compared, for example, in a service maintained by the Energy Authority.

Why can't I tender electricity distribution? How can I tender electricity retail?

Electricity networks are something called natural monopolies because it is not economically feasible to build and maintain parallel networks in the same area. Hence, customers cannot tender their electricity distribution company.

With distribution fees, we take care of the distribution of electricity from the producer to the consumer, as well as the construction, maintenance, development, electricity measurement and 24-hour fault reporting service of the electricity network. The Energy Authority is responsible for monitoring the pricing of electricity distribution. Electricity distribution companies are required to treat customers equally, and for this reason, list prices apply to all our customers. See our price list and the basis of price formation.

You can compare electricity retail prices on the Energy Authority's website.

How are Caruna Oy's and Caruna Espoo Oy's distribution prices determined?

Our pricing is based on the cost of maintaining, developing and repairing the electricity network and the cost of customer service. The price level of network service is determined by the individual cost level of each electricity network. 

The electricity distribution price consists of a consumption-based distribution fee (c/kWh) and a fixed basic fee (EUR/month) as well as power and reactive power fees for power customers. The Finnish State also charges electricity tax that is included in electricity distribution invoices.

The Energy Authority monitors the pricing of electricity distribution in four-year regulatory periods to make sure it is reasonable. The distribution prices of Finnish distribution companies can be found on the Energy Authority's website in alphabetical order.

Can I view my invoices online?

You can view your invoices and contract in our My Pages self-service. The service is available 24/7/365.

I can't pay my invoice on the due date. What should I do?

You can request an extension your invoice conveniently in the My Pages self-service. We can grant an extension of up to 30 days from the original due date. The penalty interest for late payment during the extension is 7%. We can also make a payment agreement with you to split the invoice into parts. The charge for a payment agreement is five (5) euros.

How is the pricing of electricity distribution companies monitored?

The Energy Authority monitors all Finnish electricity distribution companies and ensures reasonable prices and a high-quality energy supply for electricity users.

How do I know which product to choose?

Contact your electricity contractor to help you choose the distribution product. Our customer service can also help you choose the right distribution product for your purpose.
You can choose the product that suits your needs and change it once a year if needed. There will be no additional costs for you for changing. You can compare the products with the energy monitoring that is accessible from My Pages.

What do surplus and deficit mean?

In Finland, the Energy Authority monitors Caruna's operations, development work and electricity pricing. One regulatory period is four years, and there is a specific limit on how much the company can generate return from electricity distribution during this period.

If the return accumulated during the period exceeds the amount allowed by the regulatory methods, there is a surplus, i.e. the return is higher than expected. If the actual return of a four-year period falls short, there is a deficit.

While we strive to avoid a significant deficit or surplus, it is difficult to predict the annual costs of an electricity distribution company. There are many factors that affect costs, such as weather conditions. The accumulation of a deficit or surplus is normal in the regulatory model, and we take it into account in the pricing of the next regulatory period.
The Energy Authority monitors all Finnish electricity distribution companies and ensures reasonable prices and a high-quality energy supply for users.

Watch our video on deficit and surplus. The video explains how the Energy Agency ensures the fairness of electricity distribution prices and how Caruna's returns are levelled out during four-year regulatory periods.

Power cuts and compensations

How do I report a power cut?

If the issue is urgent, please call our free-of-charge fault reporting service number 0800 195011 (24h). Non-urgent reports can be made by filling in the fault report form.

Why is power occasionally off and there are many short breaks in the electricity network?

Power is usually cut off the distribution network due to a fault. Common causes of faults include storms, thunder and snow loads on trees. Animals such as birds and squirrels may also cause a power cut. There may also be planned power cuts during maintenance and repair work.

Brief power cuts are usually caused by electricity network protection automation, which interrupts electricity distribution for a moment to avoid fire and danger to life. The protection automation will try to restore electricity immediately, and if the fault does not disappear, the system will try again after a few minutes. If the fault persists after this, electricity distribution will be interrupted for a longer period.

In extensive repairs, it may be necessary to disconnect and reconnect the electricity supply of the affected customers several times in order to identify and repair the fault.

Our lights flicker when a neighbour uses a wood splitting machine, a pressure washer, dries grain, etc. Why doesn't Caruna strengthen the network sufficiently?

Starting devices that need very much power while also using electricity in other devices can cause the network to be overloaded, causing lights to flicker. However, flicker and voltage dips will not damage devices that conform with applicable standards.

A customer's electricity network is built according to the agreed connection size. Occasionally, a device's start-up power exceeds the agreed connection size. 
Reinforcing the distribution network because an individual device causes disturbance is not feasible. If the electricity network is reinforced, the source of the disturbance is liable for the repair costs.

Should I prepare for power cuts with a backup power device or other measures?

It is certainly a good idea to prepare for power cuts. It is particularly important if you have elderly people or small children in your household. Read our tips for preparedness.

Can I get power cut alerts from Caruna?

Yes. Caruna Sähkövahti sends alerts about work and fault interruptions in the medium voltage network via SMS or email. The traditional postcard alerts will be discontinued when you have subscribed to the Sähkövahti power cut alerts. Start using Sähkövahti.

Do you carry out planned work interruptions in electricity distribution in severe frost?

In order to keep all homes warm, we generally do not carry out pre-planned work interruptions in electricity distribution at temperatures below -20°C. However, in order to maintain the reliability and safety of the electricity network, the execution of individual interruptions may be necessary regardless of temperature.

We will send out information about cancelling planned work interruptions in the same way as we announce work interruptions. The easiest way to get information about cancellations is via Caruna Sähkövahti, either by SMS or email.

Will I get compensation from Caruna for devices that were damaged during short power cuts?

Modern devices must withstand normal electricity disconnections and reconnections, so we do not compensate for any damages caused by them. If a device breaks down during a normal power disconnection or reconnection, the device is inadequately protected or otherwise damaged.

Connecting to the electricity network and electricity connections

When do I need an electricity connection?

You need an electricity connection when you are building a house. With the electricity connection, you get the right to join the electricity network, electricity up to the boundary of your plot, and the basis for concluding an electricity contract. In addition, you need an electricity contractor to install a main switchboard and a connection cable on your plot for connecting your house's electricity to Caruna's distribution network.

Contact us right from the start of building to get electricity on your plot in good time.

Read more about acquiring an electricity connection.

I have bought a property and I am the new owner of the electricity connection. What should I report to the electricity company?

When the owner of a property and an electricity connection changes, you can inform us of the change on a form on our website. If necessary, we will ask you to provide us with a document to verify the ownership change.

If you need help, you can contact our customer service.

Construction and renovation of the electricity network

Why does the network need to be renovated?

Most of Finland's electricity network was constructed when electricity was brought to the countryside in the 1960s and 1970s. It has been continually maintained and has served us long and well, but it is now, in many ways, approaching the end of its technical lifecycle. Climate change also increases the risk of damage to old overhead lines caused by storms and snow. 

In 2028, our customers will have an electricity network that is operational even in the most challenging weather conditions.

In addition to weatherproofing the network, Caruna is overhauling its electricity network to incorporate the option of offering our customers a smart electricity network, replete with solar panels and electric cars. Smart networks will also provide customers with information on their electricity consumption and suggest measures they could take to use electricity in a more environmentally friendly way. 

In January 2019, the storm known as Aapeli showed us that the network improvement measures were beginning to bear fruit. More and more of our customers are covered by the weatherproof network. In population centres, power cuts are becoming shorter and less frequent.

Why don't you just cut down trees near the network? Why do you need to bury the cables?

The reliability of electricity distribution is being improved in several ways, including cabling and increasing the amount of automation and ring connections. We are also keeping the power line corridors and the areas near power lines clear so that wind or snow cannot knock trees down onto the lines.

A few years ago, we reviewed the power line corridors – the areas with overhead power lines – on the electricity networks in our network area. The project involved substantial network improvement work with the help of foresters and helicopter clearing. The power line corridors were made clearer and tidier, thereby improving the reliability of electricity distribution. Over the long term, the most sustainable solution is to put overhead lines underground, where they will be better protected from the elements. For more information about electricity network maintenance, see our website.

How do you choose the areas where you renovate the electricity network?

We want to construct and renovate our electricity network so that it serves our customers reliably now and in the future. We make reliability of supply investments according to customer impact in the order that benefits our customers most. The actions will first be targeted into areas with the greatest customer density and quantity of distributed electricity. 

Our goal is for the customer to benefit from the renovation of the network so that interruptions and power cuts are reduced and shortened and comply with the target levels of the Electricity Market Act.

Where can I get information on network construction work in my area?

We communicate about starting projects in local and regional media. You can follow the progress of a project on our project map.

What does Caruna do with old electricity network materials?

We require all our contractors to deliver the old material to Kuusakoski Oy for recycling. See more on this video.

How much of your network has already been cabled?

Currently, approximately 45% of the entire network is cabled, and 71% of our customers are now covered by the weatherproof network.

How much of the network do you aim to have cabled by 2028?

We are not looking at this in terms of percentages – instead, we are upgrading the network's reliability (power cuts in population centres must not last more than six hours, and power cuts in sparsely populated areas must not last more than 36 hours). The reliability of the network involves more than just cabling.

The requirements of the Electricity Market Act concerning reliability of supply do not require the network to be completely cabled. Reliability of supply will be achieved through underground cabling, fault repair resources and efficiency, using automation, various network structure solutions such as ring connections, and maintenance, including clearing forests. The actions and technical solutions can be decided by the electricity distribution companies themselves, but they are monitored using development plans submitted to the Energy Authority.

You have been working on improving the electricity network since 2012. How has this affected power cuts and what has happened during storms?

The storm known as Aapeli in January 2019 showed us that the network improvement measures (cabling and forest-clearing measures) are beginning to bear fruit. More and more of our customers are covered by the weatherproof network (2017: 71 %). In population centres, power cuts are becoming shorter and less frequent. The location and severity of storms and natural phenomena affect the annual numbers of faults.

Can the dismantled poles be bought?

Most of the old electricity network to be dismantled is sent for recycling and reuse as material or energy use. Poles sent to energy use include wood preservatives such as CCA and creosote. In normal electricity network use, these impregnated wooden poles do not cause environmental damage. In demolition, the handling of the poles is legally restricted so that wood preservatives will not cause harm to the environment or people. Dismantled poles go to a recycling facility for energy use by Caruna's recycling partner. 
Dismantled poles can also be allocated for reuse in professional or industrial applications. This requires a valid and operational business ID from the recipient in a suitable field. Therefore, consumers cannot buy Caruna's poles.

Why does the customer pay for the network improvements?

The Finnish electricity network was mainly built many decades ago. It has served long and well, but it is now in many ways at the end of its lifecycle. We want to guarantee that customers gets value for their money: a modern electricity network that works reliably. In this way, we can guarantee that power cuts will be less frequent and repaired faster. A distribution company must cover all its activities (such as the maintenance and 24-hour fault reporting service of the electricity network) with distribution fees.

Our reliability-of-supply investments have focused primarily on overhead lines in forests and serving population centres in the medium-voltage network. Next, we are moving to overhead lines in open terrain and low-voltage networks in residential areas. Our network improvement projects can be followed on our website.

Technical topics

Why have the start-up times for night-controlled electrical devices been changed in the area of Caruna Espoo Oy?

We harmonised the time division of our Night, Season and Power products on 1 March 2016. Due to the change, we updated the load control times. The change in load control groups concerned the area of Caruna Espoo Oy. Caruna Espoo Oy operates in Espoo, Kauniainen, Kirkkonummi and Joensuu. This table shows the current load control times.

Joint fibre-optic construction

Is optical fibre always installed when Caruna upgrades its electricity network?

This is the aim, providing that it makes financial sense. Telia and Caruna evaluate every area individually. For example, if there is already a fibre-optic network in the area, it is not worth building a second, overlapping fibre-optic network. Construction of optical fibre also depends on whether the local residents are interested in it: it is not worth building an entirely new fibre-optic network if only a few households plan to connect to it.

Who is paying for all this?

The fibre-optic network is only paid for by the households that decide to buy a fibre-optic connection. Households will pay connection fees for their fibre-optic connections as soon as the connection is complete, and the fee will cover part of the construction costs, while Telia's investments will cover the remainder. The costs of building the fibre-optic network will not affect the price of electricity distribution, so electricity distribution customers will not be left to foot the bill.

You have made an agreement with Telia. Will this increase or decrease the price that customers will pay for fibre? Is it cheaper for customers?

Households will make their own decisions on whether they want to invest in a fibre-optic connection. Naturally, if they do not want a fibre-optic connection, this will not cost them anything. Telia is offering connections made under this agreement at a lower price than the connections that Telia implements on its own because Telia is installing optical fibre at the same time as Caruna is upgrading its electricity network. If a customer buys a fibre connection later on, Telia will build the fibre network on its own. Consequently, the costs of connecting to the fibre-optic network will be higher in such cases.

How much does a fibre connection cost? 

Telia will communicate the price to local residents when we begin building the new electricity network in the area. The greatest benefit of increasing the amount of joint construction is that it will make fibre available to more areas and residents. Our partner, Telia, will be happy to answer any other questions about the price of optical fibre. The contact details are on Telia's website.

Why do we have to pay for fibre?

Only households that have decided to connect to the fibre-optic network will be charged a connection fee. The connection fee only covers a part of the actual construction cost of the connection and the hardware investments that the operator is required to make. The electricity network company charges the costs of developing the electricity network as distribution fees. The Energy Authority monitors the reasonable rate of return of electricity network companies as provided for in the Electricity Market Act.

What are the environmental impacts of joint construction?

When Caruna and Telia do their cabling at the same time, it improves resource efficiency and reduces the amount of waste. Joint construction means that fewer machines, work phases and materials are needed. Cabling and the increasing rate of automation in the new network will reduce the disruption caused by power cuts, as well as the need for fieldwork in the future (including fault repair). This will all serve to minimise the environmental impact during construction.
 
One direct environmental impact of cabling is that land will be released for other uses. These areas could be forested or used as fields, making them effective carbon sinks.

Will this hold back the upward pressure on electricity distribution prices?

The Energy Authority monitors companies to ensure a reasonable rate of return on electricity distribution. Pricing and the so-called "permitted turnover" are affected by several factors, such as investments, the unit prices imposed by the Authority for the monitoring period, the interest rate and the company's operating expenses. Due to the foregoing, the improvements in cost-efficiency arising as a consequence of joint construction will affect the prices of electricity distribution over the long term.

Furthermore, construction of the fibre-optic network is separate from Caruna's electricity distribution business.

Why can't I get fibre when Caruna is building a fibre-optic network on the next street over?

Fibre will be built when it makes financial sense. The proposed new operating model is based on joint construction of the electricity and fibre-optic networks. If the electricity network is already cabled, the benefits of joint construction cannot be realised. However, Telia also offers construction of optical fibre in such areas if there are enough customers interested in fibre connections.

The Electricity Market Act requires a weatherproof electricity network to be built everywhere in Finland. As such, some of the cabling projects for the electricity network may be located so far from hubs in the fibre-optic network that it is not possible to build fibre-optic connections.