Compensations for power cuts and damage

Our compensation policy is drawn up in accordance with the Electricity Market Act and the general terms and conditions therein, 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%

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 240% of the annual electricity distribution fee, but not more than 2,400 euros.

The maximum total amount of standard compensation paid over a calendar year is 240% of the annual electricity distribution fee, but not more than 2,400 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.