GUARANTEED SERVICES

Guaranteed Support Time (GST) in working days

 Small islands (*) Guaranteed support time (GST) in working days
 DESCRIPTION

AMOUNT PAID

based on support time (ST) in working days

AMOUNT PAID

based on support time (ST) in working days
        LV Customers
 MV Customers
1. SUPPORT FOR NEW CONNECTIONS
         
1.1. Preparation of a quote for a new power supply with no network expansion 15 30 For the appraisal and preparation of terms and a quote, in response to an application for a new simple power supply of low or medium voltage with no network expansion, HEDNO shall respond in writing within 15 working days. 15<ST<= 22 then €20
22<ST<= 45 then €60
ST>45 then €80		 15<ST<= 22 then €40
22<ST<= 45 then €120
ST>45 then €160
1.2. Preparation of a quote for a new power supply that requires a network expansion 20 40 For the appraisal and preparation of the terms and a quote, in response to an application for a new power supply of low or medium voltage that requires a network expansion, HEDNO shall respond in writing within 20 working days. 20<ST<= 30 then €20
30<ST<= 60 then €120
ST>60 then €160		 20<ST<= 30 then €40
30<ST<= 60 then €120
ST>60 then €160
1.3. Construction of a new simple power supply, with no network expansion 20 40 For the construction of a new power supply of low or medium voltage that does not require a network expansion, HEDNO shall respond within 20 working days, provided that the relevant financial obligations of the applicant are met. 20<ST<= 30 then €20
30<ST<= 60 then €60
ST>60 then €80		 20<ST<= 30 then €40
30<ST<= 60 then €120
ST>60 then €160
1.4. Construction of a new power supply that requires a usual network expansion 40 80 For the construction of a new power supply of low or medium voltage, which requires a usual network expansion (construction of up to 400 meters of overhead network or of up to 200 meters of underground network or a combination thereof), HEDNO shall respond within 40 working days, provided that the relevant financial obligations of the applicant are met. 40<ST<= 60 then €20
60<ST<= 120 then €60
ST>120 then €80		 40<ST<= 60 then €40
60<ST<= 120 then €120
ST>120 then €160
1.5. Construction of a new power supply that requires a major network expansion 60 120 For the construction of a new power supply of low or medium voltage, which requires a major network expansion (construction of over 400 meters of overhead network or over 200 meters of underground network or a combination thereof), HEDNO shall respond within 60 working days, provided that the relevant financial obligations of the applicant are met. 60<ST<= 90 then €20
90<ST<= 180 then €60
ST>180 then €80		 60<ST<= 90 then €40
90<ST<= 180 then €120
ST>180 then €160
1.6. Connection of a new meter to an established power supply 4 4 For the connection of a new low or medium voltage meter to a power supply that has already been established, HEDNO shall respond within 4 working days (provided that the relevant conditions are met). 4<ST<= 6 then €20
6<ST<= 12 then €60
ST>12 then €80		 4<ST<= 6 then €40
6<ST<= 12 then €120
ST>12 then €160
2. TECHNICAL SERVICES FOR EXISTING CONSUMERS
          

2.1. Intervention in case of a blown fuse or a micro-automatic meter loss

SERVICE HOURS IN THE UNITS OF THE FIVE REGIONS

 

 4 hours 4 hours The intervention of the HEDNO technical staff for the replacement of the blown fuse or the reset of the micro-automatic meter shall take place within 4 hours from the moment of their announcement, provided such announcement takes place during the working hours of the Service. 4<ST<= 6 then €20
6<ST<= 12 then €60
ST>12 then €80		 4<ST<= 6 then €40
6<ST<= 12 then €120
ST>12 then €160
2.2. Response to written complaints by a Consumer relating to voltage quality 30 60 The HEDNO Services shall respond in writing within 30 working days to written complaints by Consumers, relating to any voltage fluctuation of the power and in general to the voltage quality of their power supply. 30<ST<= 45 then €20
45<ST<= 90 then €60
ST>90 then €80		 30<ST<= 45 then €40
45<ST<= 90 then €120
ST>90 then €160

2.3. Restoration of the power supply of a medium-voltage Consumer following an outage due to a network fault or scheduled works

SERVICE HOURS IN THE UNITS OF THE FIVE REGIONS

 12 hours 24 hours The competent HEDNO Service shall restore within 12 hours the power supply of a medium-voltage Consumer that was interrupted due to a fault or scheduled works in the network, provided that the notification (in particular regarding the fault) took place during the working hours of the Service. - 12<ST<= 18 then €150
18<ST<= 36 then €450
ST>36 then €600
3. METERS
         
3.1. Reconnection of power supply after disconnection due to a debt 2 2 In case where a Consumer’s power supply was disconnected due to a debt, the Competent HEDNO Service shall connect the supply following an application by the competent electricity supplier, within 2 working days. 2<ST<= 3 then €20
3<ST<= 6 then €60
ST>6 then €80		 2<ST<= 3 then €40
3<ST<= 6 then €120
ST>6 then €160
3.2. Voluntary termination of power supply 3 3 HEDNO shall respond within 3 working days to a power supply termination application, which is submitted by the competent electricity supplier on behalf of its client (voluntary termination of power supply). 20 € 40 €
3.3. Reconnection of power supply following a disconnection for reasons other than debt 3 3 In case of reconnection of power supply following an application by the competent electricity supplier on behalf of its client, following a disconnection not due to a debt, HEDNO shall respond within 3 working days. 3<ST<= 4 then €20
4<ST<= 9 then €60
ST>9 then €80		 3<ST<= 4 then €40
4<ST<= 9 then €120
ST>9 then €160
3.4. Meter check following a Consumer application 20 40 HEDNO shall respond within 20 working days to a Consumer application (or an application by the competent electricity supplier) for a meter check as regards the reliability of consumption recordings. 20 € 40 €
3.5. Installation of a time-based meter (night tariff) 10 10 Following a Consumer application (or an application by the competent electricity supplier) for the installation of a time-based meter (night tariff), HEDNO shall install a time-based meter and shall activate the distinct measurement of consumption based on daily and night zones, within 10 working days. 20 € 40 €
4. COMMUNICATION & CUSTOMER SUPPORT QUALITY
          
4.1. Response to a written application (complaint or information) that does not require on-site inspection 15 15 HEDNO Services shall respond in writing within 15 working days to written applications relating to complaints (other than voltage quality) or to information, the response to which does not require on-site inspection. 20 € 40 €
4.2. Response to a written application (complaint or information) that requires on-site inspection 20 20 HEDNO Services shall respond in writing within 20 working days to written applications relating to complaints (other than voltage quality) or to information, which require on-site inspection. 20 € 40 €
4.3. Compliance with an agreed meeting 3 hours 3 hours Meetings (appointments) with the HEDNO staff or subcontractors thereof for the performance of works and, in general, for support at the property of the network's customers, shall be set within a time range of no more than 3 hours and shall be duly observed. 20 € 40 €