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Compensation in fault situation

Under the Electricity Market Act, the consumer has the right to standard compensation if his metering point has been without power continuously for a minimum period of 12 hours. The amount of the standard compensation depends on the network service charge and the duration of the outage. As our customer, you can also apply to us for compensation for damage or inconvenience resulting from our electricity network operations.

Electricity damage

As our customer, you can apply to us for compensation for damage or inconvenience resulting from our electricity network operations. You can apply using the damage notice form on this page (only in Finnish). Fill in the form and send it to us as an email attachment or by post. Save a copy of the filled form on your computer before attaching it to an email or print yourself a copy. The metering point number required on the damage notice form is found e.g. on your electricity bill.

KSOY Vahinkoilmoitus (1,5 MB)

Enclosures required with the compensation claim

  • Possible purchase receipts or invoices for the damaged item
  • Statement from repairer/store on the fault affecting the device or object and its likely cause, as well as repair costs
  • Summary of other costs resulted from the damage

Where to send the compensation claim

As email attachment: korvauskasittely(at)ksoy.fi (Include scanned copies of any enclosures)

By post: Kymenlaakson Sähköverkko Oy / Korvauskäsittely
Yhdystie 7, 47200 Elimäki

The claim for compensation must be submitted within three months of when the damage happened or from when the customer became aware of the damage. Late submission of a compensation claim results in the loss of the possibility of compensation. Our compensation procedure adheres to the Terms of Network Service VPE2014.

The compensation claim procedure includes reasonable costs incurred by measures to prevent further damage. Kymenlaakson Sähköverkko Oy reserves the option of inspecting the damaged property.

Long power cuts

Under the Electricity Market Act, the consumer has the right to standard compensation if his metering point has been without power continuously for a minimum period of 12 hours. The amount of the standard compensation depends on the network service charge and the duration of the outage. The maximum compensation payable to a customer in a calendar year is EUR 1,000. The compensation will rise in stages, so that as from 1 January 2016 the maximum sum is EUR 1,500 and from 1 January 2018 EUR 2,000.

The statutory compensation from the network service charge payable for a power supply outage is:

  • 10% when the outage lasts at least 12 hours, but under 24 hours.
  • 25% when the outage lasts at least 24 hours, but under 72 hours.
  • 50% when the outage lasts at least 72 hours, but under 120 hours.
  • 100% when the outage lasts at least 120 hours, but under 192 hours.
  • 150% when the outage lasts at least 192 hours, but under 288 hours.
  • 200% when the outage lasts at least 288 hours.

The outage time starts when the electricity company has been notified of the fault, either via the network’s own remote control system or by an electricity consumer, and ends when the fault is repaired.

If the outage in power supply results from a fault in the national grid or regional network, the network company is not obliged to pay its customers standard compensation. The network company may also be released from liability if the reason for the outage is deemed to be beyond the network company’s control. An example of such a case would be official orders concerning energy rationing.

Occupational safety is always observed

In cases where the safety of a fault repair team is at risk, the outage time is calculated to start only when it is possible to start the repair work safely. Such cases may include powerful storms when repair staff are at risk of being trapped by falling trees or it is dangerous to set off by boat to an archipelago to repair faults.

Compensation deducted from electricity bill

Kymenlaakson Sähköverkko Oy automatically pays the standard compensation for power supply as reimbursement of the network service charge on the customer’s electricity bill.

© Kymenlaakson Sähkö Oy | Kymenlaakson Sähköverkko Oy | Yhdystie 7, PB 9, 47201 Elimäki