Consumers are entitled to compensation if their electricity supply has been interrupted continuously or repeatedly and the power cut is not minor. Whether the power cut is minor is determined by its cause, duration, conditions and the impact it has had on the electricity user.
If there has been a defect in the supply of electricity, the consumer is entitled to a reduction in the price of electricity corresponding to at least two weeks’ payment of the annual network service fee.
If the service interruption lasts at least 12 hours, the consumer is automatically entitled to standard compensation. The longer the interruption, the higher the standard compensation.
If consumers suffer damage as a result of a defect in the supply of electricity (e.g. food melting in the freezer), they can obtain compensation.
Read more: Power cuts
A telephone or internet connection
A telephone or internet connection is considered to be defective if its quality fails to live up to what was agreed or does not match the information provided in marketing. Typical defects include service interruptions and connection speeds that are slower than promised.
You may request a price discount or a standard compensation:
- A standard refund may be requested for service interruptions. Service must be continuously or repeatedly interrupted. The standard refund for service interruption is EUR 20 for each beginning week of interruption, however, a maximum of EUR 160.
- Interruptions that are occasional and short-term in nature do not entitle to compensation. A standard refund will not be paid for service interruption if it is caused by network construction and maintenance work, and the duration of the interruption is no more than 24 hours.
- No standard refund will be paid if the service interruption was caused by Force Majeure. However, the consumer is entitled to a price reduction.
- A price discount can be requested in the event that, among other things, the connection operates at a significantly lower speed than agreed or the service does not correspond to the information provided in marketing.
Consumers may also claim compensation for damages caused by the service failure.
Read more: Functional problems in a connection