Frequent questions

First of all you need to present at the Customer Care Centre where you belong.

Here are the papers needed to conclude the electricity supply contract if you are a householder customer:
• Identity card(it’s presented in original and you need to submit a copy too);
• The title deed or another act attesting the site right for the consumption place (it’s presented in original and you need to submit a copy too);
• Electricity supply contract request (form offered by the supplier) containing the customer option regarding the tariff;
• Technical connection permit;

Here are the papers needed to conclude the electricity supply contract if you are an economic agent:
• Identification data for the company and the bank account
• Copy of the company registration certificate with the Trade Register
• Copy of the tax registration certificate
• Copy of the representative economic operator’s identify card
• Copy of the title deed for the place that needs to be supplied with electricity (lease, deed of conveyance or extract of cadastral register)
• Technical Connection Permit*
• The operation agreement concluded by the customer with the distribution operator

*Technical Connection Permit can be obtained from the Distribution Branch-Office where you belong.

The electricity supply contract can be cancelled anytime you want using a 7 days warning if you are household customer and a 30 days warning if you are economic agent.

The supplier can cancel anytime the contract in case of unauthorized consumption, several unpaid invoices or in others statutory situations.

Electrica Furnizare Transilvania Nord lends support to its customers by offering some alternative methods for invoice payment:

1. Pay with cash or card at all Electrica’s pay-desks (0% commission)
2. In stores where you can find PayPoint, PayZone or Westaco stamps (0% commission). You can only pay cash by presenting the bar code on your invoice.
3. For direct debit payment you need to conclude a debit contract and so the bank to pay the invoice till due. You need to make sure that your bank account is active for possible payments.

METHODS OF INVOICE PAYMENT

BANKS	CASH	DIRECT DEBIT	ATM	INTERNET BANKING
POST OFFICE	•
TRANSYLVANIA BANK	•	•	•	•
BRD BANK	•	•	•
CARPATICA BANK	•		•
CREDITCOOP CLUJ	•
ROMEXTERRA BANK	•	•	•
NAPOCA COOPERATIVA DE CREDIT	•	•
LEUMI BANK	•	•
ROUMANIAN INTERNATIONAL BANK	•		•
BANCPOST	•	•
PIRAEUS BANK	•		•
REIFFEISEN BANK		•
ING BANK		•	•

4. To assure that the payment is valid you need to fill in the payment order with NLC, paid invoice number and one of Electrica’s bank accounts.

AGENTIA	ING BANK	TRANSYLVANIA BANK	BCR
CLUJ	RO82INGB0003008179838922	RO93BTRL0130160100709913	RO63RNCB0106088646260002
ORADEA	RO82INGB0007008179838916	RO25BTRL0050160100709705	RO80RNCB0032088646260001
BAIA-MARE	RO42INGB0021000030788911	RO66BTRL0250160100710025	RO19RNCB0182088646260001
SATU-MARE	RO02INGB0022000030778911	RO12BTRL0310160100710131	RO40RNCB0221088646260001
BISTRITA	RO06INGB0003008179838932	RO94BTRL0060160100709806	RO31RNCB0038088646260001
ZALAU	RO27INGB0003008179838942	RO81BTRL0320160100710232	RO81RNCB0214088646260001

AGENTIA	TREASURY	BRD-Groupe Société Générale	CARPATICA BANK
CLUJ	RO14TREZ2165069XXX018475	RO04BRDE130SV32023501300	RO32CARP0130004615300004
ORADEA	RO54TREZ0765069XXX005677	RO93BRDE050SV14806630500	RO76CARP0050004615300011
BAIA-MARE	RO12TREZ4365069XXX005550	RO12BRDE250SV11819962500	RO38CARP0250004615300007
SATU-MARE	RO70TREZ5465069XXX005058	RO88BRDE310SV10962793100	RO44CARP0310004615300003
BISTRITA	RO33TREZ1015069XXX004990	RO98BRDE060SV06558440600	RO27CARP0060004615300005
ZALAU	RO72TREZ5615069XXX003995	RO22BRDE320SV04287423200	RO32CARP0320004615300010

Non-payment of the electricity invoices in 30 days from due date conduce to penalties starting with the first day after due date.

Non-payment of the electricity invoices in 45 days from due date leads to electricity disconnection.

Non-payment of the electricity invoices in 60 days from due date leads to contract cancellation and disconnection from the power supply.

Electricity invoicing it’s realized monthly based on registered or estimated consumption.

Estimate invoice means that the invoice it’s calculated based on an assessment consumption of electricity for the invoiced period.
The electricity estimate consumption can be made either through a monthly consumption agreement completed with you, either through a consumption which is appointed automatically based on the old ones.

Regulation invoice it is sent after reading the device index which measures the electricity consumption.
At regulation invoice the electricity is calculated as the difference between the latter two indexes actually read, minus the estimated quantities of electricity charged in the interval between two readings of the actual index measuring device.

To obtain information about outstanding invoices you can visit one of ours Customer Care Centres or you can call at the Call Center punching in“(county prefix) + 929”.

You can visit one of ours Customer Care Centres or you can call at the Call Center punching in“(county prefix) + 929”.
If you have already got the invoice, you can pay it at the Pay-Desk.
If you need a copy of the invoice to pay at bank for example, you can go to the Customer Care Centre and ask for one.

Only the contract holder has the possibility to conclude or to change the consumption agreement. For that it’s necessary to go to the Customer Care Centre where you belong and to make sure that the consumption mentioned in the agreement is closer to the real one.

The natural persons who meet the following conditions are exonerated from the payment of the Radio-TV fee:

• They do not own radio or TV sets. In this case, the following documents are required:
- A signed statement of not owning radio or TV sets
- A copy of the contract beneficiary’s identity document
• They own a radio or TV set, but:
They are exonerated from the payment of the fee in accordance with specific legal provisions. In this case, the following documents are required:
- Exoneration demand;
- A copy of the contract beneficiary’s identity document;
- Documents proving the affiliation at a category of persons exonerated by law;
They own two or more residences. In this case, the following documents are required:
- A signed statement that no other persons live in these residences;
- A copy of an electricity invoice;
- A copy of the contract beneficiary’s identity document.
They own garages, pumps, irrigation systems and electric circuits independently measured, which supply with energy parts of a household. In these cases, the radio-TV fee will not be taken into account.
The required documents are to be submitted to the Commercial Office operating in the area where the residence is located. The exoneration from the payment of the Radio/TV fee becomes effective in the month following the submission of the documents. The Commercial Offices have the responsibility of sending the documentation to Societatea Romana de Radiodifuziune and Societatea Romana de Televiziune.
The judicial persons who meet one of the following conditions are exonerated from the payment of the Radio/TV fee:
• Subsidiaries without judicial personality (operating facilities);
• Public health units depending on the Ministry of Health;
• Parishes, monasteries, dioceses, the Patriarchate and any other officially recognized religious establishment;
• Public educational units depending on the Ministry of Education and Research;
• Nurseries and public orphanages;
• Residences for senior persons;
• Military units;
• Non-profit foundations and associations, residents’ associations and residence owners’ associations;
• Diplomatic missions and their members.
The following documents are required for the exoneration in the above mentioned cases:
• Exoneration demand (See Appendix 4)
• Documents proving the affiliation at one of the above mentioned categories;
• For the micro companies: the last submitted statement regarding the payment of taxes no. 100 code 14.13.01.01, corresponding to the previous quarter, approved by the Local Fiscal Administration.
• For the touristic companies: the list of the accommodation facilities, stating the numbers of rooms, approved by the General Authorization and Control Office. In the case of the units that operate seasonally, the Radio/TV fee will be invoiced only for the operating period.

Call the Call Center at the following phone number: district code+929

Contact the Customer Service of the Commercial Office in tour area.
If the watch is blocked, it will be replaced with a new certified one.
If you consider the watch is not working accurately, you can request the checking of the watch. In this case, the watch is taken to the metrology laboratory, within 10 days from the payment of the checking fee, where the functioning error is established in the presence of the representative of the Local Metrology Office.
If the measurement error is established to overpass the accepted limits, the consumption is revised on the following invoice and the value of the consumption difference is refunded together with the checking fee or, respectively, charged on the invoice.
There will be no checking fee charged if the watch has met the deadline for the periodical metrological checking.

In order to obtain compensation for damages, a compensation demand must be submitted within 5 working days from the occurrence or the acknowledgement of the incident.
The demand is to be accompanied by documents proving the damage and including also an estimation of the damage value.
The distribution operator, together with the customer and the supplier, makes an investigation of the incident, within 10 days from receiving the demand.
If the investigation made by the distribution operator and the supplier leads to the conclusion that there is a damage caused by the fault of distribution operator, the compensation is paid to the customer.
Notes: The supplier has the obligation to pay to customers compensations for damages caused to electrical devices, excepting the lamps and electrothermic receivers, if the following conditions are simultaneously met:

•  The occurrence, in the delimitation point of the devices, of voltages higher than those approved by the specific technical standards (According to the SR EN 50160, the voltage must not have deviations bigger than ±10% of the value established in the contract).
• The investigation establishes the fault of the distribution operator.

The supplier has no responsibility for the damages caused by electricity breakdown or poor quality of electricity supplied in the case of calamities or natural disasters having higher intensity than that foreseen in prescription projects.

I.In accordance with the Energy Law no. 13/2007, the consumers have the following rights and responsibilities:
Rights:
Art. 57
a) To have access to the public electricity network and to consume energy in accordance with the supply contract provisions;
b) To demand to the supplier the change or amendment of the supply contract and of its appendixes or to initiate addendum to the contract when new situations occur or when they consider necessary to detail or complete certain contract provisions;
c) To have access to measurement groups for deduction;
d) To demand to the supplier to take action in order to fix defects occurring in the electricity network;
e) To demand to the supplier compensations, in accordance to the contract stipulations, for damages caused by suppliers’ fault or by non-compliance to the electricity quality standards .
Art. 58
The captive consumers have the right to choose any of the stipulated fees, in accordance to the contract, until the complete privatization of the electricity market.
Responsibilities:
Art. 56
a) The electricity consumer is responsible for damages caused to the supplier by his fault, in accordance to the contract stipulations;
b) The non-compliance to the contract stipulations may lead to the following consequences:
• Penalties;
• The temporary disconnection of electricity supply;
• The termination of the electricity supply contract.
c) In case of fraudulent electricity consumption, the consumer will be disconnected from the electricity network and will have to pay the consumed electricity and the costs of disconnection, established in accordance to the technical standards in effect.
d) The consumers who contracted electricity with power of at least 1000kVA have to submit to the supplier previsioned consumption timetable, in accordance with the stipulations of the competent authority.

II.In accordance with the electricity supply regulation, the consumers have the following rights and responsibilities:
Rights:
Art. 88
a) To demand the increase of the electricity quality level, if they bear the costs of the necessary changes;
b) To check the observation of the contract stipulation;
c) To demand to the supplier the payment of compensations for damages caused by electricity breakdown, in accordance to the stipulations of the regulation;
d) To demand to the supplier fee discounts or payment of compensations for damages caused electricity quality which does not meet the standards stipulated in the technical or contractual regulations;
e) To assign, together with the supplier/network operator, an arbitrator to establish responsibility incase of electricity breakdown. The arbitrator can be a Romanian natural or judicial person who has no contractual interest with the supplier or the consumer;
f) Any other right stipulated by the Law no. 318/2003 and the electricity supply regulation.
Responsibilities:
Art. 87:
a) To notify the supplier of any fault occurred in the functioning of the measurement group;
b) To assure continuous maintenance of their own electrical devices and equipment, in accordance to the regulations in effect,
c) The large consumers have the responsibility to observe the dispositions given by the electricity operator, in accordance with the regulations in effect;
d) Not to change the protection and control parameters established together with the network operator;
e) To take actions to prevent over-compensation of reactive energy, if not stipulated otherwise in the supply contract;
f) To notify in written the supplier of any change in the conditions that lead to the signing of the supply contract;
g) The electricity consumers who contracted electricity with power higher than 3 MW have the responsibility to provide to the supplier the necessary data for establishing consumption prediction, in accordance with art. 47;
h) Any other responsibility stipulated in the Law no. 318/2003 and the energy supply regulation.

III. The rights and responsibilities of the household consumers, in accordance with the general electricity supply contract, are the following:
Art. 7.
Rights and responsibilities:
a) To consume energy in accordance the contract stipulation;
b) To choose their fee level from the levels approved and in effect;
c) To pay in time and complete the value of the electricity supplied, by the following payment means:
1. Bank payment;
2. Any other payment mean approved by the supplier and stipulated in the general payment provisions;
d) Not to allow other persons to connect to their own electricity supply network;
e) To allow access to the representative of the supplier in the measurement point for checking the observance of the contract stipulation;
f) To keep intact the watch and all the supplier’s devices that are on the consumer’s property;
g) Not to allow other persons than the supplier’s representatives to intervene on the functioning of the watch or the supplier’s devices;
h) To maintain the appropriate technical conditions of the electricity devices in accordance with the technical standards. The changes or extensions of the electricity devices are to be made only by authorized electricians or companies approved by the supplier;
i) To modify immediately the supplier of any dysfunction of the watch;
j) To use only calibrated fuses in the electricity devices;
k) To allow the supplier to make an inventory of the electricity receivers in order to reassess the electricity consumption, in accordance to art. 6;
l) To go to the supplier’s headquarters within 10 days from the notification date, in order to establish, together with the supplier, a date for the reading the value of the watch, if the supplier did not have access to the watch for two consecutive invoicing periods;
m) To allow access to the supplier’s devices on their property, for maintenance works, reading the watch and the checking and maintenance of the measurement group; the access will be given in the presence of the consumer’s representative.

In accordance with the energy law no. 13/2007, the supplier has the following responsibilities:

Art. 55
a) The supplier is responsible for all the damages caused to the consumers by its fault, in accordance with the contract stipulations;
b) The supplier is entitled to demand refund of compensations paid to consumers to the distribution operator, transportation and system operator or to the energy producer, if the damages are proved to be caused by their fault.
II.In accordance with the electricity supply regulation, the supplier has the following rights and responsibilities:
Rights:
Art. 86:
a) To establish the periods of electricity supply interruptions, generally on the basis of the distribution operator’s records. In the cases when the consumers righteously contest the electricity interruptions, the parties can summon an arbitrator, in accordance with art. 64.
b) To refuse total or partial payment of compensations concerning damages produced to electricity devices, if the technical guarantee information of the devices require other electricity parameters than those recognized and validated by the competent authority;
c) To reassess, together with the consumer, the electricity consumption on a previous invoicing period, if the watch is determined to have broken. The period submitted to reassessment and the reassessment method are established by the competent authority;
d) To have access on the consumer’s property for checking the electricity supply installations until the measurement groups and for checking the observance of contract stipulations;
e) In case of non-payment of electricity, the supplier has the right to refuse certain rights to the consumer until payment is made;
f) To cut the electricity supply in accordance with art. 153 and the legal requirements in effect; if the contract specifies the minimum defect power of technological power, the electricity cut under this power limit can be done with a 5-day notice;
g) Any other rights stipulated in the Energy law no. 318/2003 and the electricity supply regulation.
The rights of the customers that can be refused in accordance with the align.1 lett. e) are the following:
a) The right to demand changes and addendums to the supply contract and its appendixes;
b) The right to demand discounts during the period of non-payment of electricity fee for energy supplied that does not meet the limits established in the supply contract;
c) The right to receive compensation for damages caused by accidental electricity breakdowns occurring during the period of non-payment;
The supplier can exercise the rights stipulated in align. 2 only in the relationship with other customers than the households and only if the installment plan set up with the consumer for the payment of the debt is not observed.
In order to exercise this right, the supplier will sign an addendum to the contract in which the suspended rights, the period of the suspension and the conditions for the termination of the suspension will be stipulated.
Responsibilities:
Art. 85
a) To observe the performance standard for the electricity supply, as well as all other disposition regarding electricity quality, issued by the competent authority;
b) To assure the power and electricity to the consumers, in accordance with the supply contract;
c) To assure continuity of supply, within the safety limits stipulated in the contract or in the performance standard, if the consumer does not have direct contract with the distribution/transportation operator;
d) To contact the network operator for reviewing the control measures of the protections from the distribution/transportation installation, if there is a justified demand of the consumer;
e) To register trough own reading records or by taking the data from the network operator, at the established dates, the consumption values measured by the electricity watches, in view of establishing the quantity to be invoiced;
f) Not to break the consumer’s goods and to repair the consumer’s legally built constructions if these were deteriorated from the supplier’s fault;
g) To allow the consumer’s representative access to the measurement groups if these are placed in the supplier’s installation, if the representative is also the distribution operator. If not, the access to the measurement groups will be stipulated in the contract between the supplier and the network operator;
h) To invoice to consumer the electricity and the power, if the case may be, at the legal and in effect fees or at the negotiated prices;
i) To check within the shortest notice all the situations raised by the consumers and to answer within the legal notice to all complaints filed by them, in accordance with the electricity supply performance standard;
j) To assure minimum technological power in the limitation system, as stipulated in the supply contract;
k) To pay compensations to customers for damages caused by electricity breakdowns/out-standard quality, in accordance with art. 187;
l) To provide to consumer, on his demand, information regarding consumption history for the last 12 months;
m) To provide to consumer information regarding sums owed/paid to consumer in the last calendar year;
n) To provide to consumer information regarding penalties issued, which derive from delays in the payment of invoices, in the last 12 months;
o) To protect vulnerable consumers from disconnecting, by setting up installments fro payments or by other measures;
p) Any other responsibility stipulated in the energy law no. 318/2003 and in the electricity supply regulation.

III.In accordance with the general electricity supply contract for the household consumers having controlled fees, the supplier has the following rights and responsibilities:
Art. 6
a) To supply electricity to consumer continuously, with the exception of the period of maintenance and repair of the energy distribution installation, and of the period of repairing damages, in accordance with the performance standard;
b) To assure quality level in accordance with the performance standard;
c) To invoice the supplied electricity to consumer at the fee chosen the legal and in effect fees;
d) The periodically check the watch as stipulated by law, at the consumer’s written demand (if the demand is proven not to be justified, the check cost will be paid by the consumer, at the current fees), or every time necessary;
e) To provide to customer information regarding the last 12 invoiced months, on the following aspects:
- Consumption history;
- Sums of money owed/paid to the consumer;
- Penalties invoiced to consumer, derived from non-payment of invoices;
f) To answer any query coming from the consumer and regarding the supply services, in accordance with the performance Standard;
g) To recalculate the consumption on the previous period, if the watch is proven to be broken;
h) To implement the legal stipulations if fraudulent electricity consumption and unauthorized intentional interventions on the supplier’s installation are observed and proven;
i) To stop the electricity supply without notice, if the consumer:
- Allowed other consumers to connect to the network, without the consent of the supplier;
- Does not allow access of the supplier’s representative to the measurement point, in order to check the condition of the watch (measurement group); disconnection will be operated by the supplier’s representative, holding a specific warrant and only in well justified cases (complaints, consumption history that indicates possible electricity theft);
- Alters the watch (measurement group), the metrological seals on the watch or on the installations;
- Does not allow the supplier to count the electrical devices, in the cases of fraudulent consumption or broken watch;
j) To announce electricity supply interruptions in view of maintenance work, through media and/or information posted on the consumption places at least one day before the event.

Light 100W	18 kWh
Radio	20 kWh
TV set	30 kWh
Iron	30 kWh
Refrigerator with compressor and thermostat	35 kWh
Freezer	60 kWh
Washing machine without water heater	25 kWh
Washing machine with water heater	55 kWh
Heater	90 kWh
Electrical cooker	260 kWh
Radiator 2000W	300 kWh
Vacuum cleaner	10 kWh
Tape recorder	10 kWh
Electrical pillow	5 kWh
Grinder	6 kWh
Toaster	22 kWh
Table fan	5 kWh
Hair dryer	20 kWh
Kitchen machine	15 kWh
Mixer	10 kWh
Electrical sewing machine	15 kWh
Electrical boiler	100 kWh
Water heater	30 kWh

NOTE: The consumption values above are approximate, have no official nature and cannot be used in assessing the cost of the electricity. The real monthly consumption depends on the power of each device and the number of hours of operating.

The estimated monthly electricity consumption is calculated as a multiplication of the nominal power of the electrical device, expressed in kW, with the number of monthly consumption hours and the demand factor.
The following mathematical expression can be used for estimating the monthly electricity consumption:
Ec=Pw*Tore*Fc (1 )
where:
Ec – is the estimated quantity of electricity consumed during a month in Wh (wattora) or in KWh (kilowattora); (1kWh= 1000Wh or 1KWh= 1000W*1hour);
Pw – is the nominal power of the electrical device expressed in W(watt) or KW (kilowatt);
Tore – is the monthly period of the device use, expressed in hours;
Fc – is the demand factor, also called demand coefficient.

The nominal power (Pw) is the power marked on the device or on its identification label (fridge, vacuum cleaner, TV set, radio, light, electrical engine, etc.).
The demand factor (Fc) is 1 in all cases, except the powerful devices (electrical engines, electrical ovens, weld devices, etc.) where the factor is between 0,4 -1, in accordance with the nature of the devices and their average functioning conditions.
The monthly working period of the devices (Tore), expressed in hours, is estimated by each owner in accordance with the real number of hours in which the device is working.
It has to be taken into account that the device can be connected to a power outlet through a power cable, but it should consume energy only when it is powered on (either automatically, like the fridge, or by a button, like the TV set, the hair dryer, etc.)

Example of estimated monthly electricity consumption

We take the example of a household, having one exterior light of 40W, 5 lights of 60W each in two rooms, 4 lights of 40W each in the other spaces of the apartment, one radio, one iron, a washing machine and a fridge.
We use the expression (1) to estimate the monthly electricity consumption.
We have the following values:
-exterior light: 1 pc x 40W x 180hours = 7.200Wh
-room lights: 5 pcs x 60W x 100 hours = 30.000Wh
-lights in the other rooms: 4 pcs. X 40W x 30 hours = 4.800Wh
-radio: 1 pcs x 40W x 200hours = 8.000Wh
-iron: 1 pcs x 450W x 30 hours = 13.500Wh
-washing machine: 1 pcs x 450W x 20 hours = 9.000Wh
-fridge: 1 pcs x 140W x 500 hours = 70.000Wh

The monthly estimated consumption will be approximately 142,5 KWh (1KWh=1000Wh)
The fee per KWh applied by the supplier is the controlled fee in effect, approved by the Autoritatea Naţională de Reglementare în domeniul Energiei (ANRE), for the type of consumption program chosen by the consumer.
If we consider, for the example above, a monom CD fee (low voltage), we will take then its value of 0,4330 lei/KWh.
The estimated value of the monthly consumption in the above example will be:

142,5KWh x 0,4330 lei/KWh = 61,70 lei

We add to this value the VAT and the tax for non-commercial consumption, which is calculated on the basis of the euro exchange rate on October 1st of each year and is in effect during the following year.
The VAT for 2011 is 24% and the consumption tax for the same year is 0,004265 lei/KWh.

Please note that the real value is the one registered on the invoice received from the supplier, as the real consumption is the one registered by reading the watch.