GENERAL QUESTIONS

1   How can I apply for a change of electricity supplier?

You submit completed and signed the necessary forms (Application - Power Supply Contract, General Terms, Customer Representation Authorization Form etc) as well as the required documents.​

2   Is the procedure complicated?

The procedure of changing the supplier is simple, without needing to make any changes to the meter of your home or business.

3   What is the time it takes to change supplier?

It takes approximately one (1) week from the date of signing the Application for Electricity Supply Contract and the final time required will depend on the procedures of the Hellenic Electricity Distribution Network Operator (HEDNO) and in any case your representation will start from acceptance of the application by the Operator.

4   Does OTE ESTATE provide electricity all over Greece?

OTE ESTATE provides electricity to the interconnected electricity transmission network, i.e. throughout mainland Greece and the interconnected islands (e.g. Ionian Islands, Sporades, Evia, Andros, Tinos, Kithira etc) and on islands that don’t belong to the interconnected network, such as Crete and Rhodes. In the islands that are not interconnected with mainland Greece, by law, PPC remains the exclusive supplier until today.

5   Can I come in if I am in regulation?

Εξαρτάται από τον υφιστάμενο πάροχο. Σε κάθε περίπτωση αν η συμφωνία ρύθμισης δεν τηρηθεί ο καταναλωτής κινδυνεύει με διακοπή παροχής ηλεκτρικής ενέργειας από τον ΔΕΔΔΗΕ.

6   The power supply is not in my name. What should I do to change the name of the current bill and choose OTE ESTATE as a supplier?

The electricity bill must always be issued in the name of the user of the property. For this reason, if the current bill is not in your name and you are a tenant, you will have to send us a copy of the lease, if it is before 2014, certified by the competent Tax Office or (if it is from 2014 onwards) proof of an electronic declaration of lease information in the AADE or a responsible statement about the rental of the property, with the authentication of your signature. If you are an owner, a copy of your property contract or a responsible statement about the ownership of the property, with the authentication of your signature.

7   What documents are required to change the Supplier, with regard to domestic consumer customers?

The necessary documents to be completed and signed for the representation of your household electricity supply
from OTE ESTATE are:

1.    Application – Contract for Electricity Supply for Domestic Customers.

2.    General Terms of Electricity Supply for Domestic Customers.

3.    Customer Representation Authorization Form.

4.    Copy of the lease, if it is before 2014, certified by the competent Tax Office or (if it is from 2014
onwards) proof of an electronic declaration of lease information in the AADE or a responsible statement
about the rental of the property, with the authentication of your signature (ONLY if the bill is not issued in
your name) or a copy of your property contract or a responsible statement about the ownership of the
property, with the authentication of your signature.

5.    The last Actual bill of your household benefit, with the relevant proof of repayment.

6.    A recent photo of your meter with consumption readings.

7.    Copy of your Identity Card or Passport.

From the above documents:

1)    Documents with s/n 1, 2 and 3 are sent completed and signed at:

OTE Estate, 99 Kifisias Avenue, 1st Floor, Wing B, Marousi, pc. 151 24

            (Attending Mrs. Argyropoulou)

CAUTION! Specifically, the s/n 1 Application - Power Supply Contract is sent both in pdf format,
supplemented but not signed, at cs@ote-estate.gr as well as in paper form, completed and signed,
at the above postal address.

2)    With s/n 4, 5 and 7 are sent electronically in pdf format and 5 in any form of photo file to: cs@ote-estate.gr.

Compatible Browser to manage them is only Microsoft Internet Explorer or using the Adobe Acrobat Viewer.

8   During switching supplier, is there a case I stay without electricity?

 NO. The power supply is not interrupted.

9   Is there an additional charge or activation fee when changing a Supplier?

No

10   What are the General Terms of Procurement of the Agreement that I will have to sign, in order to transfer the power supply of my home to OTE ESTATE?

See the relevant link on the Company’s site.


 

11   What is the duration of the contract I sign?

The duration of the contract is at least twelve (12) months from the date that Representation Statement of Load Meter is valid.

12   Will I have a penalty if I break the contract earlier than 12 months?

No

13   After the expiration of the contract, what price will I have?

After the expiration of the contract, the price will be determined according to the supplier's current invoice.

14   When is it required to check the Electrician Fitter’s Solemn Declaration?

The Electrician Fitter’s Solemn Declaration is obligatory under Legislation, as without it, no new installation or an old one can be electrified, in which its electricity supply has been interrupted, due to a need for re-control.

The Declaration is made by the electrician stating that the installation described therein:

-    It is built according to the current Electrical Legislation.

-    It has been checked by the electrician who signs it, also based on the current Electrical Legislation, to confirm that it is safe.

-    An existing installation has been rechecked to also confirm that it is safe.

-    The installation is delivered by the electrician to the owner or its user and provides the anticipated safety against electric shock, fire and malfunction.

-    The obligation to submit the Electrician Fitter’s Solemn Declaration is burdening the user of the property and the owner and must be deposited at the local department of the Distribution Network Operator (HEDNO).

GUARANTEE

1   Is OTE ESTATE required to be guaranteed? If so, what is the amount of the guarantee and what happens in case of withdrawal from the Supplier?

Payment of the guarantee is assessed on a case-by-case basis.

2   What happens to the guarantee paid to the previous Electricity Supplier?

The warranty must be refunded by the previous supplier by offsetting to your last bill referred to as the final one.

BILL & CHARGES

1   When a bill is issued? How do I get it?

OTE ESTATE's electricity bill is issued every month and, depending on the type, is marked as: ESTIMATED - Based on estimated consumption, ACTUAL - Based on measured consumption, certified by the responsible Operator (HEDNO). You will receive your bill, after it has been issued, electronically to the email that you declare in your application.

 

2   The bills that will be issued, what will they include?

The electricity bill has three strands:

  • The competitive part concerns the electricity supply charges, according to the OTE ESTATE pricelist.

  • The part with the regulated transfer charges and electricity network, as well as the related taxes and fees which are imposed on all consumers, irrespective of the supplier they have chosen and collected on their consumption bills.

  • Finally, third party charges (Municipalities, ERT), including municipal charges (Municipal Duties and Taxes, Real Estate Tax) as defined by the municipality that owns the property that is electrified by the supply) and ERT charges.

 

3   What are the regulated charges?

The regulated charges, which are administratively defined by the Ministry of Environment and Energy (YPEKA), are the same for all consumers, irrespective of the Supplier with whom they have concluded a Power Supply Agreement and are charged for the use of the Hellenic Electricity Transmission System and the Hellenic Electricity Distribution Network, charges for the provision of services of general interest and the Special levy on pollutant emissions (SLPE) and added to the competitive monthly bill.

4   What are the other charges (third-party charges)?

The following other charges are imposed on all consumers, irrespective of the supplier they have chosen, collected with the consumption bill and are reimbursed to the State: a) Excise Duty- ΕΦΚ (Law 2960/01). Excise Duty is charged only to the Actual bills and is calculated on the consumption of electricity and is subject to VAT. (b) Special Duty 5% - (Law 2093/1992). Special Duty is charged only to the Actual bills, calculated on the value of the electricity consumed plus the Excise Duty. It is not subject to VAT. (c) Municipal Duties and Taxes - Real Estate Tax (Law 25/1975, Law 2130/1993). Charges for municipal duties and taxes and real estate tax are charged to Estimated and Actual bills and are calculated according to the square meters of the electrified property. (d) ERT (Government Gazette 44A / 29.04.2015).

5   How can I pay my bill?

The electricity bill is paid in one of the following ways:

-        Via the Internet (e-banking), if you have asked for this service to be activated by your bank.

-        Payment directly through the Company's website, www.ote-estate.gr, using the service "ON LINE PAYMENT OF ELECTRICITY BILL WITH CARD" and using your VISA / MASTERCARD / MAESTRO credit / debit / prepaid card.

-        Payment by Fixed Order through your Bank Account or VISA / MASTERCARD / MAESTRO Bank Card or Credit Card (giving your order to your bank.

 

6   Can I view the history of my bills and payoff?

Through the OTE ESTATE website, and after registering with OTE ESTATE E-Bill, you can refer to the issued bills.

7   Where can I pay my bill if it's expired?

You can pay your overdue bill using the same payment methods as when it has not expired.

8   How will my bill be sent?

The bill is sent exclusively via email.

9   Why is the discount calculated on the amount of electricity consumption and not on the total value of electricity?

Consistency discount is calculated on competitive charges (electricity charges). The electricity supplier is only responsible for the cost of the competitive part. The remaining charges are charges levied for either the system administrators (AADE, HEDNO) or third parties (MUNICIPAL, ERT).

10   If I lose the discount, can I get it back and how?

If you lose consistency discount, you can get it back if you pay your next bill in due time.

11   If my bill is credit, how can I get my money?

If the bill is credit, the excess amount will be offset in your next bill.

CUSTOMER SERVICE

1   What is the customer service phone?

You can call 2106377800.

NETWORK ISSUES - DAMAGES

1   Why will a technician of HEDNO come since I am a customer of OTE ESTATE?

The Hellenic Electricity Distribution Network Operator is the Competent Authority and you are served from him for technical issues with your line (e.g. damage), regardless of your energy supplier.

2   In case of power failure or damage, to whom can I address?

The Hellenic Electricity Distribution Network Operator (HEDNO) is exclusively responsible for uninterruptible power supply at the point where your supply is located if you have a supply contract with a provider and pay in time. In case of power failure, contact the HEDNO’s damage department. The phone will be found in your bill and is the direct contact number with the relevant section of the HEDNO for your area or visit www.deddie.gr.

3   Who is responsible for consumption measurements?

Responsible for measurements of low voltage meters is the Hellenic Electricity Distribution Network Operator (HEDNO). These measurements are sent by HEDNO to OTE ESTATE, which performs pricing based on these measurements.

SPECIAL ISSUES

1   Social Residential Tariff. What is it?

The Social Residential Tariff (SRT) was introduced to protect vulnerable groups of consumers and is available in accordance with the terms of Ministry of the Environment and Energy, Decision No. Δ5-ΗΛ/Β/Φ29/16027/6.8.10 (Government Gazette 1403/B/06.09.2010), as amended and is in force. 

A recent Ministerial Decision (Government Gazette 242/B/01.02.2018) amended the categories of beneficiaries entitled to this tariff, the membership criteria, and the discount offered to beneficiaries and repealed Price and Income Committee Decision No. 2153/3.4.1996 which introduced the special large family tariff.

This tariff is provided by all Electricity Suppliers and concerns only the main residence of the beneficiaries.

Those who are already beneficiaries of the SRT will have to submit a new application through IDIKA website, in order to check whether they meet the criteria and procedures based on the new SRT. The same procedure should be followed by those who are beneficiaries of the Special Tariff (ST). If they do not apply, they will be automatically unsubscribed on April 30, 2018.

Applications to join the new SRT area submitted online via the special section of the IDIKA website (www.idika.gr) as of February 15, 2018.

The beneficiaries entitled to the SRT will have to submit an application for the tariff every year.

The information below provides a brief overview of key aspects of the Ministerial Decision and has been offered for the convenience of interested parties. Click here to view the Ministerial Decision.
 

  1. What are the categories of SRT beneficiaries?
  • Category A’: Anyone who meets the criteria for the Social Solidarity Payment. 
  • Category B’: Anyone who meets the following conditions:

i. Their actual or deemed total annual income, based on the latest statement of income tax payable, is below the limits in the table below:

 

 

Household line-up 

Income Limits

One person household 

€ 9.000

Household with two (2) adults or a single parent family with one (1) child

€ 13.500

Household with three (3) adults and one (1) child or a single parent family with two (2) children

€ 15.750

Household with three (3) adults or two (2) adults and two (2) children or a single parent family with three (3) children

€ 18.000

Household with three (3) adults and one (1) child or two (2) adults and three (3) children or a single parent family with four (4) children

€ 24.750

Household with four (4) adults or two (2) adults and four (4) children or a single parent family with five (5) children

€ 27.000

 

If households include , the income limit above are increased by € 8,000.

 

If households include one or more persons requiring from medical devices provided at home, which are vital to keep them alive, the income limit above are increased by € 15,000. 

 

For , the income limits are increased by € 4,500 and for by € 2,250, up to a total limit of € 31,500, irrespective of how many people make up the household.  The specific max. limit (€ 31,500) is increased by € 8,000 for a household which has one or more persons with 67% or more disability and by € 15,000 for households with one or more persons who require mechanical assistance from medical equipment, provided at home, which is vital to keep them alive. 

 

 

ii. They or members of the household have real estate property in Greece or abroad whose total taxable value is up to € 120,000 in the case of single-member households, which increases by € 15,000 for each additional member, up to a max. limit of € 180,000. 

 

iii. Members of the household are not covered by the provisions on luxury tax and do not declare living expenses for the crews of pleasure craft, private school tuition fees and household staff, chauffeurs, tutors and other staff. 

 

 

2. Consumption limits to apply the SRT

The SRT applies to the total 4-month consumption, up to the consumption limits specified for each category of beneficiary:

120-Day/4-month consumption limits for SRT categories A and B:

 

 

 

Household line-up

4-month consumption limits

One person household

1.400 kWh

Household with two adults or a single parent family with one child

1.600 kWh

Household with three adults and one child or a single parent family with two children

1.700 kWh

Household with three adults or two adults and two children or a single parent family with three children

1.800 kWh

Household with three adults and one child or two adults and three children or a single parent family with four children

1.900 kWh

Household with four adults or two adults and four children or a single parent family with five children

2.000 kWh

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

No SRT discount is applied to consumption levels below 200 kWh in any 4-month period.

 

If households include one or more individuals who are 67% or more disabled, the consumption limits above are increased by 300 kWh.

If households include one or more persons requiring mechanical support from medical devices provided at home, which are vital to keep them alive, the consumption limits above are increased by 600 kWh.

For each additional adult, the consumption levels are increased by 200 kWh and for each additional minor member by 100 kWh, up to a total limit of 2,400 kWh, irrespective of how many people make up the household.

 

The specific max. limit (2,400 kWh) is increased by 300 kWh for a household which has one or more persons with 67% or more disability and by 600 kWh for households with one or more persons who require mechanical assistance from medical equipment, provided at home, which is vital to keep them alive.

 

3. Pricing

The supplier will apply the supply charges for the residential tariff chosen by each customer and then calculate the SRT discount on that:

TABLE OF SOCIAL RESIDENTIAL TARIFF DISCOUNTS

Discount on electricity supply charges in €/kWh

SRT category Α

SRT category Β

0,075€/kWh 

0,045€/kWh 

 

 

That discount is calculated on the supply charges for day consumption. 

 

 

2   Vulnerable Customers. Who are they?

The Decision of the Minister of Environment and Energy Δ5-ΗΛ/Β/Φ1.21/12112/20.06.2013 (Government Gazette Β’ 1521/21.06.2013) issued as per article 52, Law 4001/2011 (Government Gazette A’ 179/22.08.2011), defines the criteria, the conditions and the procedure for the inclusion of electricity Customers in the Registry of Vulnerable Customers in compliance with the provisions of Chapter 6 of the Electricity Supply Code (Government Gazette B’ 832/09.04.2013).

Residential Customers can be included in the Registry of Vulnerable Customers, but only for the electricity consumed in their main residence and provided that they are people with low-income, having three or more children, long-term unemployed, people with disabilities, people requiring mechanical assistance and elderly people, based on specific income criteria and four-month electricity consumption limits for each category, as specified in current legislation.

In case both the 4-month electricity consumption of vulnerable customers for a specific four-month period and the average quarterly consumption on an annual basis exceed the consumption limits set for its category, the provisions of the Supply Code for the four-month period, and in particular the provisions of Chapter 6, shall not apply.

Special protective measures are provided to Vulnerable Customers from all Suppliers, such as due date for electricity bill payment extending to at least forty (40) days, possibility for partial and interest-free payment of electricity bills, suspension of the supplier’s right to issue a disconnection order (power cut off) due to overdue payments, during the winter period (November to March) and during the summer period (July and August), as well as more strict conditions concerning the termination of the electricity supply contract on behalf of the supplier.

Applications for inclusion in the Registry of Vulnerable Customers shall be submitted from October 1st to December 15th of each year, for inclusion from January 1st of the following calendar year. Applications may also be submitted after this period, but the inclusion will take place for the remainder of the year, after completing the data check.

It is clarified that for beneficiaries who included the Vulnerable Customers for one (1) year, provided that there has been no change in their initial application, their inclusion is valid for the following year, without the need for a new application. However, if any of the elements of their initial application have changed, then a new application is required. In addition, if they are found not to meet the criteria when checking the data through the competent bodies (Ministry of Finance, OAED), they will be erased from the Vulnerable Customer Registry.

The beneficiaries of the category "People in Need of Mechanical Support" are an exception, because they are required to apply every year.


1. BENEFICIARIES AND REQUIREMENTS FOR INCLUSION IN CATEGORIES OF VULNERABLE CUSTOMERS

BENEFICIARIES

•    Low-income customers: Clients with an annual total family taxable income, real or imputed, cleared during the previous financial year of the inclusion year, less than € 12,000, without the projected income reductions, increased by 50% in cases where these Clients live permanently on an island with a population of less than 3,100 residents. This limit is increased by € 3,000 for each of the first two (2) protected children of the Customer, as defined in the Income Tax Code. The quarterly consumption limit is 1,500 kWh.

•    Customers with three (3) children: Clients who have three (3) protected children as a result of their tax declaration in the previous year of the inclusion year and have an annual family taxable income, actual or imputed, cleared during the previous financial year of the inclusion year, less than € 23,500, without any projected income reductions. The quarterly consumption limit is 1,700 kWh.

•    Long-term unemployed: Clients who are unemployed on the 30th of November of the previous year for a continuous period of more than six (6) months and have an annual total family taxable income, real or imputed, cleared during the previous financial year of the inclusion year, less than € 12,000, without the projected income reductions, increased by 50% in cases where these Clients live permanently on an island with a population of less than 3,100 residents. This limit is increased by € 3,000 for each of the first two (2) protected children of the Customer, as defined in the Income Tax Code. The above taxable income does not take into account the income from the salaried services of the unemployed which may be included in the above statement and relates to the period preceding the unemployment period. The quarterly consumption limit is 1,500 kWh.

•    Customers with Disabilities: Clients who are 67% or more disabled or are burdened by protected members with a disability of 67% or above, as a result of their tax declaration in the previous year of the inclusion year and have an annual family taxable income, actual or imputed, cleared during the previous financial year of the inclusion year, less than € 23,500, without any projected income reductions. The quarterly consumption limit is 1,700 kWh.

•    Customers requiring mechanical assistance: Clients who require mechanical assistance, (for themselves or their protected members) from medical equipment, provided at home, which is vital to keep them alive, with an annual total family taxable income, real or imputed, cleared during the previous financial year of the inclusion year, less than € 30,000, without the projected income reductions. The quarterly consumption limit is 2,000 kWh.

•    Older people: Clients who have reached the age of seventy (70), provided they are not living with another person who has not reached this age limit and, in addition, have an annual total family taxable income, real or imputed, cleared during the previous financial year of the inclusion year, less than € 25,000, without the projected income reductions, increased by 50% in cases where these Clients live permanently on an island with a population of less than 3,100 residents. The quarterly consumption limit is 2,000 kWh.

•    Customers with more than three (3) children: Clients who have more than three (3) protected children, with annual total family taxable income, real or imputed, cleared during the previous financial year of the inclusion year, less than € 26,500, without the projected income reductions, increased by 50% in cases where these Clients live permanently on an island with a population of less than 3,100 residents. This limit is increased by € 3,000 for each of the fifth (5th) and sixth (6th) protected children of the Customer, as defined in the Income Tax Code. The quarterly consumption limit is 2,500 kWh.
 

 

3   Supplier of Last Resort

The Supplier of Last Resort ensures that customers of previous Supplier continue to have electricity, until customers conclude a new contract with another supplier (one of them is OTE ESTATE).

The transition in the service of Last Resort is done automatically for the customer.

As a Supplier of Last Resort is defined the Supplier with the largest market share per customer category (currently PPC S.A.), by decision of the Regulatory Authority for Energy (RAE).

Last resort power supply is provisionally made, for a maximum period of three (3) months, starting from the beginning of the customer's representation by the Supplier of Last Resort.

4   What is the Default Supplier?

A Default Supplier of electricity is a supplier obliged to supply electricity to small customers throughout the Greek territory if one of the following situations occurs: a) have done nothing with their right to freely choose a supplier or b) cannot find a supplier in the deregulated market at the current commercial terms. The transition in the service of Default Supplier is done automatically for the customer.

5   Is there a possibility of exemption from the payment of municipal cleaning and lighting fees for unused property?

According to paragraph 1 of article 222 of Law 4555/2018 (Government Gazette 133 A’), which replaced article 5 of Law 3345/2005, which had replaced the second and third subparagraphs of paragraph 1 of Law 25 / 1975 (Government Gazette 74 A’), as supplemented by paragraph 14 of article 9 of Law 2503/1997 (Government Gazette 107 A’): «Properties that have power failure are exempted from the payment of a single fee for cleaning and lighting from the date of the declaration by the owner or his legal representative to the municipality, concerned that they are not electrified and that they will not be used. Until the submission of the above statement, the fees are due by category of property and paid according to the provisions of article 21 of 24.9 / 20-10-1958 (Government Gazette 171 A'). If, despite the submission of the statement, electricity or use of the property is found, the debtor must pay the fee corresponding to the release time and an equivalent fine.

Charges for cleaning and lighting fees, corresponding to a period up to 19-07-2018, during which the electrification of a property had been interrupted, according to a certificate from the responsible network operator and the property was not used, according to a statement of the owner or the owner’s legal representative, their certificate is deleted or omitted. If the above statement has not been submitted by 07-19-2018, is submitted within six (6) months of it. Amounts paid are not sought.

The person who wants to get an electricity cut-off certificate, issued by the local offices of HEDNO S.A., can look for them on the website: http://www.deddie.gr/el/upiresies/simeia-eksupiretisis.
 

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