We pay automatic compensation for power cuts that last more than 12 consecutive hours on your invoice. We pay the compensation automatically, you do not need to do anything.
Please note that the standard compensation may not appear on the invoice you receive following the power cut. The compensation is credited during the two invoicing periods following the end of the power cut.
The standard compensation is determined on the basis of the continuous duration of a power cut.
According to the contract terms, a power cut is considered to have started when we become aware of the interruption, either from our system or through a customer fault report. If there have been several consecutive power cuts, they are considered to be separate if more than two hours have passed between them.
As our customer, you get standard compensation that is better than the legislation requires. The compensation is calculated on the basis of your annual network service charge.
The standard compensations are determined as follows:
|Duration of the interruption||Compensation determined in the law||Caruna's compensation|
|Over 288 hours||200%||240%|
For a single interruption, the maximum amount of the standard compensation is 240% of the annual network service charge or EUR 2.400. The maximum amount of the standard compensation paid during a calendar year is 240% of the annual network service charge or EUR 2.400.
The basis for our compensation policy is the Electricity Market Act and the general terms and conditions based thereon, such as the Terms of Network Service, Electricity Supply or Connection, contracts signed with our customers and industry recommendations.
Check your standard compensation
You can submit a request to amend the standard compensation if the standard compensation does not show on the next two invoices after the end of the power cut, or if the compensation you have received does not correspond to your understanding of the duration of the power cut.
Please note that claims for compensation for damages cannot be processed on the basis of a request to amend standard compensation. Compensation for damaged equipment or spoiled food can be claimed using a separate form if the damage has been caused by a defect concerning the quality or supply method of electricity.