Compensation for power cuts and damages

Compensation for power cuts and damages

Compensation for power cuts

Our compensation policy is drawn up in accordance with the Electricity Market Act and the general terms and conditions based on that, such as the network service, electricity supply and connection terms, contracts signed with our customers and industry recommendations.

We automatically pay a standard compensation for a continuous power cut of more than 12 hours in accordance with the contract terms and conditions. The interruption time is calculated from the time we become aware of the fault, either through our distribution management system or a customer fault report.

The standard compensations are determined as follows:

Duration of the interruption Compensation determined in the law Caruna's compensation from 1 July 2018
12–24 hours 10%  12%
24–72 hours 25%  30%
72–120 hours 50%  60%
120–192 hours 100%  120%
192–288 hours 150% 180%
Over 288 hours 200% 240%

Changes to Caruna's compensations 

From 1 July 2018, the amount of standard compensation we pay to our customers will be 20 percent higher than what is required by law.

The amount of standard compensation is based on the customer’s estimated annual electricity distribution fees including taxes (VAT and electricity tax) and the continuous duration of the power cut. The maximum amount of standard compensation per power cut is 200% of the annual electricity distribution fee but not more than 2,000 euros.

The maximum total amount of standard compensation paid over a calendar year is 200% of the annual electricity distribution fee but not more than 2,000 euros. If the same power cut extends over two calendar years, i.e. over the New Year, when determining the maximum amount of compensation, the standard compensation is valued based on the duration of the power cut for each year.

If you think that the standard compensation you have received does not match the duration of the power cut, or the compensation does not show on the next two bills, you can send us a request to amend the standard compensation (see button on the top of the page).

Request to amend standard compensation

Submit a request to amend standard compensation

Use this form to send us a request to amend the standard compensation. Please note that the standard compensation may not appear instantly on your next bill after the power cut. If the time between two power cuts is two hours or more, the power cuts are considered to be separate rather than continuous.

For your request to amend the compensation amount, you will need your metering point and customer numbers, which you can find on your bill.

Compensation for damages

You can choose whether to claim Caruna or your insurance company for damages, depending on your insurance cover. On request, we can send you a damage report form and instructions by regular mail. Submit the claim within a reasonable time from the date you noticed the damage (2 to 3 months).

Caruna shall be liable to pay damages in the case of a network service fault, such as zero-conductor fault, or if long-term over- or undervoltage has damaged your equipment.

The property owner is responsible for providing a surge arrester for their internal network. Devices with the CE Marking must be able to withstand normal, instantaneous voltage spikes occurring during power cuts. Devices are tested for this before they are brought to the market.

Disputes over compensation

If a dispute over compensation cannot be resolved through negotiations between the parties, as a consumer, you can bring the matter to the Consumer Disputes Board. However, before bringing a matter to the Consumer Disputes Board, you must contact the Consumer Advice Service.

Submit a damage report

Submit a damage report

If the power cut has damaged your equipment, you can send us a damage report.

Follow these steps:

  • Fill in the damage report form carefully. On request, we can send the form by regular mail.
  • Itemise the damages and give proof for them in your report.
  • Attach to your report the proof (copies of receipts, expert repair valuations or opinions) and clear photographs of the damage.
  • Send the claim within a reasonable time (2 to 3 months) from the date when you noticed the damage.
  • Keep the damaged equipment until you receive a decision on your claim.

We process damage reports on a case-by-case basis. Repair costs constitute the primary basis of indemnity. If the device cannot be repaired or the repair costs exceed its current value, we can base the indemnity on the purchase price of an equivalent device.

If you have any questions about compensation, our Customer Service will be happy to help you.