Frequently asked questions

The subscriber number indicates the site for which Electrodistribution North AD provides you with electricity. If you are a customer of the company for two sites, such as a home and a garage with a separate meter, they will have different subscriber numbers.

Your subscriber number is needed to specify the power supply facility for which you want to request a service or make an inquiry on our 24-hour telephone line.0700 161 61, in the customer service centres or on our Website.

An easy way to find out your subscriber number is from the last electricity bill.

To update your mailing address, email address or contact phone number, visit a Customer Service Centre of ENERGO PRO that is most suitable for you or update online on our website at: https://update.energo-pro.bg/ 

Yes. Electrodistribution North AD is a registered controller of personal data under the PDPA (Personal Data Protection Act) and processes and stores personal data in accordance with Regulation (EU) 2016/679 of the European Parliament and of the Council on the protection of natural persons with regard to the processing of personal data. The privacy and personal data protection policy of Electrodistribution North AD is available at: https://www.erpsever.bg/bg/GDPR.

- in a Customer Service Centre of ENERGO-PRO;

- by e-mail: info@erpsever.bg, as the documents should be scanned and signed with a qualified electronic signature (QES) by the applicant of the service;

- by sending the documents by mail at: Varna, 258 Vladislav Varnenchik Blvd., Varna Towers, Tower E ATTN: the Customer Service Directorate. Copies of the documents proving the quality of the user / customer should be attached to the application, accompanied by a declaration of consent for processing of documents by the customer (will be attached). The content of the application and the signature of the applicant of the application and the declaration should be notarized, as well as all documents should be certified with "True copy", name, date and signature of the applicant. A written declaration of consent in a notarized form must be attached in original.

Conclude a lease/use contract with the tenant.

If the contract will be notarized, include a clause that you agree to the tenant to transfer the electricity bill in its name.

If you already have a lease agreement and it is not notarized, fill in Agreement for the tenant/user to be a customer of Electrodistribution North AD for the site and notarize it.

The tenant may change the account holder by submitting documents to change the account holder.

You need to terminate your contractual relationship with Electrodistribution North AD for this particular site;

The term is up to 30 (thirty) days after the sale/termination of the lease agreement.

How? You can do this by submitting a Request in person or through an authorized person at Customer Service Centre;

A completed request for termination of contractual relations may also be sent by mail to: Varna, 258 Vladislav Varnenchik Blvd., Varna Towers, Tower E for the Customer Service Directorate, and the signature of the applicant should be notarized.

The request may also be sent to the company's e-mail:info@erpsever.bg, the form should be signed with a qualified electronic signature (QES) by the service applicant.

After accepting the application, the meter readings are taken and the power supply is terminated, with which your contractual relationship with Electrodistribution North AD is considered terminated.

If you find that your meter clock is not working or is not correct, you can report the problem:

- by phone: 0700 16 161.

- by e-mail: info@erpsever.bg;

- in а Customer service center suitable for you

In case of doubt in the accuracy of measuring the electricity consumed by you from the installed electricity meter, you can request the following checks:

On-site inspection of the electricity meter with a standard at the customer's request and drawing up a protocol (for mono-/three-phase electricity meter). Price of the service BGN 30.00 with VAT, according to the price list of Electrodistribution North AD;

Disassembly of an electricity meter at the request of a customer for inspection in a specialized laboratory (for mono-/ three-phase electricity meter). Price of the service BGN 30.00 with VAT, according to the price list of Electrodistribution North AD;

To request in Electrodistribution North AD a service for dismantling an electricity meter for inspection in a specialized laboratory, it is necessary to submit a document for paid fee for independent expertise of the electricity meter, performed by the bodies of the Bulgarian Institute of Metrology (BIM), which is paid in the branch.

The costs for inspection or metrological expertise of the commercial measuring instruments shall be borne by its initiator. If the inspection or expertise finds that the metrological and technical characteristics do not correspond to the standards for the given type of electricity meter, Electrodistribution North AD reimburses the costs of the inspection or metrological expertise.

All monophase electricity meters are subject to periodic inspection every six years, and three-phase meters every four years. Electrodistribution North AD also performs inspections in case of suspicion of a faulty electricity meter. For periodic inspection or in case of established malfunction of the electricity meter, the measuring device shall be replaced, in accordance with the requirements of the Bulgarian legislation. When replacing the electricity meter, a statement of findings is drawn up, which reflects the readings of the dismantled and installed electricity meter, according to which the amount of electricity used at the address is evaluated.

Reactive energy is that part of electrical energy that does not perform actual work, but is technologically necessary for the transmission of energy to consumers, as well as for the operation of certain electrical machines such as transformers, electric motors, capacitors, etc., called reactive elements. Electricity customers from electricity networks with an electrical capacity of 100 kW and more and electricity producers pay a surcharge on the value of active electricity depending on the reactive electricity used.

Remote metering meters are equipped with devices that allow the meter readings to be read remotely without visiting the meter on site. They have the following advantages:

• the reporting is done regardless of weekends and holidays
• it is not required to provide access by the customer, in the cases when the electricity meter is installed within the boundaries of the customer's property, in locked common areas, etc.
• reduces the possibility of error of the accountant when reading and / or entering data.

- by phone: 0700 16 161;

- by e-mail: info@erpsever.bg;

- at the most suitable for you Customer service center.

When reporting, you do not have to provide your personal data and you can count on our confidentiality.

- online at https://www.erpsever.bg/bg/Grafik-za-otchitane-na-elektroenergiya 

- by phone: 0700 16 161.

- by e-mail: info@erpsever.bg;

- in the most suitable for you Customer service center

Information on the next metering can be found on the last electricity invoice.

If for objective reasons you are not able to provide access to the meter for reading, you could declare the readings that you have reported in one of the following ways:

- by phone: 0700 16 161.

- by e-mail: info@erpsever.bg;

- in the most suitable for you Customer service center.

In case you have not provided access to a report and you have not declared readings, your consumption during the current reporting period will be reported when the metering officer visits during the next reporting period.

Information about the meter reading of your electricity meter, you could get:

- by phone: 0700 16 161.

- by e-mail: info@erpsever.bg;

- in the most suitable for you Customer service center.

See the readings on the individual tariffs from the received invoice for the last reporting period.

Record the current tariff readings from your electricity meter.

If the current readings you recorded are lower than those on the invoice, this may be due to an error in reading or entering the data. If such a difference is found, you can request a correction of the readings in one of the following ways:

- by phone: 0700 16 161;

- by e-mail: info@erpsever.bg;

- in the most suitable for you Customer service center.

In the event that an error in reporting and/or data entry is confirmed, Electrodistribution North AD will make the necessary correction of the readings and will notify your vendor who will take the necessary actions to correct the invoice(s).

These activities are carried out in a planned manner, by settlements, on the basis of prepared projects, and are set in the investment program of Electrodistribution North AD for each year. A large share of the investments of Electrodistribution North AD are directed to the removal of the electricity meter boards at the property boundary.

You can find out about scheduled interruptions quickly and easily:

- online at https://www.erpsever.bg/bg/Planovi-prekusvania;

- by phone: 0700 16 161.

Accidents are unforeseen events of a random nature, due to which consumers cannot be notified in advance of the power outage and exactly when it will be restored. In the event of an accident, Electrodistribution North AD takes immediate action to repair the damage and restore the power supply.

According to Art. 41, para 1, item 5 and item 8 of Ordinance No. 6/24.02.2014. for connection of producers and customers of electricity to the transmission or distribution networks, Electrodistribution North AD may terminate the transmission of electricity to consumers without prior notice, in case of damage to the electricity network or facilities for reasons beyond the control of the distribution company and in performing operational switching in the distribution networks for localization and separation from the scheme of damaged sections, for regulation of the load or for increasing the security of operation of the network, which are not subject to planning.

At night, operational switches are made in order to locate and separate from the scheme of damaged sections, to regulate the load or to increase the security of the network, as well as to prepare and allow for scheduled repairs. These activities are performed at night to cause the least possible inconvenience to our customers.

Electrodistribution North AD does not maintain street lighting. In case of technical irregularities found by you on street lighting facilities, it is necessary to submit an alert to the respective Municipality.

The property border of the electrical equipment are the points in the construction of the equipment intended for electricity transmission in the connected site, to which the connection facilities are connected.

In the general case, the output terminals of the electricity meter or the output terminals of the fuses or circuit breakers located immediately after it are considered to be the limit of ownership of the electrical equipment. Electrodistribution North AD is not responsible for the maintenance, servicing and control of electrical equipment beyond the boundaries of ownership. The electricity user has the obligation to install, maintain and operate technically correctly and safely its own electrical installations beyond the property borders.

If you have such doubts, you could initiate an electricity quality check.

The service "Installation and dismantling of a recording device of the indicators for quality of electricity and monitoring" is paid, according to the approved price list of Electrodistribution North AD;

Apply for the service and pay for the service at Customer Service Centre or request an e-mail address: info@erpsever.bg and pay by bank transfer;

If deviations from the normal indicators are found, Electrodistribution North AD will take measures to improve them, of which it will notify you, and will reimburse the costs incurred by you for the inspection.

Electrodistribution North AD has the right to interrupt or limit the supply of electricity in case of delay in payment or non-payment of amounts due for electricity and distribution.

- by e-mail: info@erpsever.bg 

- by phone: 0700 16 161

In case the service is paid for, according to the approved price list of Electrodistribution North AD, a proforma invoice will be sent to the e-mail address declared by you, upon request for payment by bank transfer.

Any customer who owns a site connected to the electricity distribution network has the opportunity to register on the free electricity market. The market is divided into two segments according to the method of electricity metering, and for sites with a capacity of 100 kW and more, commercial metering devices are installed with the possibility of periodic metering for each delivery interval. And for sites with a provided power less than 100 kW standardized load profiles developed by the grid operator and are updated annually are applied.

On the free market, the customer may negotiate the price of electricity with his chosen supplier. The prices for the network services (access to and transmission through the electricity transmission and distribution network) are approved by the Energy and Water Regulatory Commission (EWRC), are paid by all customers and are not subject to negotiation.

The current legislation does not set a limit on the number of changes of the electricity supplier. The change of the electricity vendor is carried out according to the order and terms of the respective procedure. A necessary condition is that the customer has no overdue debts to his current supplier. It should be borne in mind that the change of coordinator of a balancing group always takes effect on the first day of the month, if by the 10th day of the previous month complete and correct documents have been submitted and no objection has been received from the current coordinator of the balancing group.

The new owner or user of a site, which is already registered on the free market, should take actions for concluding a contract for access to and transmission through the electricity distribution network with Electrodistribution North AD/issuance of a certificate for concluded contract for access to and transmission through the electricity distribution network with Electrodistribution North AD and for concluding a contract with an electricity supplier. Depending on whether the site's electricity supplier will be retained or replaced, the procedure that follows is different. You can get detailed information in one of the following ways:

- online at https://www.erpsever.bg/bg/Prisaedinyavane-na-potrebiteli 

- by phone: 0700 161 61

- by e-mail: info@erpsever.bg 

No, the procedures for registering on the free market and changing the electricity supplier are free of charge.

No.

No.

Consumption is measured by the electricity distribution network operator to which the site is connected, ie. your consumption will continue to be reported by Electrodistribution North AD.

The number of tariffs is determined in the contract concluded between the customer and the selected electricity supplier.

The number of invoices is determined by the type of customer and the contract he has signed with the electricity vendor. Customers who are subject to standardized load profiles receive only one invoice from the electricity vendor, which includes electricity supply and network services. Customers with periodic metering for each delivery interval receive two invoices – for the supply from the electricity vendor and for the network services from the electricity distribution network operator to which the site is connected. In case the customer has concluded a combined service contract with its vendor, he will receive an invoice from his vendor, which includes the supply of electricity and network services.

In the event of an event (bankruptcy, liquidation, revocation of license, removal from the electricity market, etc.), due to which the electricity vendor temporarily or permanently suspends the supply of electricity, the supply of electricity is carried out by a supplier of last resort (SoLR). The change of the electricity vendor with SoLR is carried out ex officio by Electrodistribution North AD, at any time of the month and does not affect the electricity supply of the end customer.

The change of electricity supplier may not take place under the following conditions:

·        You have obligations under a valid contract to your current (old) supplier;

·        Your site has not been commissioned;

·        Your site has suspended access to the network or no commercial metering device (electricity meter) has been installed.

It is possible only for a residential customer whose object is connected to a low voltage (LV) network. The procedure is performed according to the terms and conditions for changing the electricity supplier.

In case the site is connected to a medium voltage network (MV), then such sites do not have the opportunity to return to a regulated market according to the Energy Act.

It is not possible for non-residential customers to return to a regulated market according to the Energy Act.