FAQ

Who is to set the timers when time is shifted forward?

The switch timers cannot be set manually. In the winter period the night rate is applied for the period from 22:00 hrs till 07:00 hrs. In summer it is applied for the period from 23:00 hrs to 07:00 hrs due to the shift forward to daylight saving time. The time limits of the night rate have been set as from 01.04.2002 by a decision of the State Energy and Water Regulatory Commission: Decision №Ц 002. If you find out thatyour timer has stuckand the electricity meter does not apply electricity rate, you can contact the nearest Customer Service Centre.

How to ask for a checking of my electricity meter? I think my bill is too high compared to the electricity actually consumed.

There are three types of checking of electricity meters: checking with a calibrator, checking without a calibrator and independent examination. The first two types are performed by electricity technicians from the company and the third one – by experts from the Bulgarian Institute of Metrology (BIM). It is necessary to know that bills are adjusted only after an independent examination. To request checking of the electricity meter you have to submit a written request to a Customer Service Centre.

Our employees have to appoint the date and the time of the checking, at which you can be present.  For the purpose of examination your electricity meter will be disconnected from the mains and will be sent to BIM. You will be informed about the results from the examination in writing within one month’s period. The service is paid according to the approved price list.

Prior to requesting a checking of the precision of your electricity meter we recommend tocheck thereading of your electricity meter and to collate it with the latest information you have received about consumed electricity. CEZ Distribution Bulgaria is one of the few utility companies that provide you with 24-hour access to the commercial metering device so that you, as one of our customers, have not only the right but also the opportunity to control both your consumption and the way your electricity meter is read. If you have recorded less consumed electricity than the billed amount, it means that the electricity meter was not properly read or a mistake was made while entering the data. In this case it is necessary to submit a request to the Customer Service Centre. If you have already paid the bill the account holder will be refunded the overpaid amount by bank transfer or in cash. If you have not paid your bill yet, on the very next day you will be asked by the cashier to pay the adjusted amount only.

What to do if I think that my neighbour misuses my electricity meter and steals electricity?

In case of misuse of an electricity meter by another party, the injured customer has to contact the police and to make a complaint. The policy will either contact one of our teams or an independent private engineering company to check the electric wiring of the building. This checking will be supported by a statement of findings. Only this procedure can guarantee the legal conformity of the document and of the assertion of misuse.  

The electricity company is not legally responsible for the electric wiring of the facilities of its customers, since it is private property. We would like to note, that the electricity distribution company cannot take sides in disputes between private persons.

Is electricity theft acommon phenomenon and what actions are taken in such a case?

Electricity theft is a phenomenon which cannot be easily traced. To register electricity thefts the electricity distribution company has started an active campaign.  Ithas beenfighting electricity theftby massiveand periodic checking of the electricity meters and statements of findings in case such misuse is found. 

The relocation and the replacementof theelectricity meters at the property border is also effective – the load of the network is reduced and the metered electricity – more.

CEZ Distribution Bulgaria appeals for intolerance to actions that rob the customers and disturb the normal rhythm of life of many households.  The misuse of the electricity meters and the unregistered use of electricity benefit particular customers but affect the function of the electricity network in whole areas and injure the correct electricity customers.

To report electricity theft you can use hotline 0700 10 010, seven days a week, at the price of a standard call on the territory of Western Bulgaria.

What is the procedure for replacement of the old electricity meters with new ones?

The procedure for planned replacementof theold electricitymeters withnew modernones in the housing complexes or plots is as follows:

1. An announcement is put at the entrance giving information about the date at which the electricity meters will be replaced and the way to proceed with the old electricity meters.

2. The electricians replace the electricity meters on the set date. When replacing an electricity meter they record the data from the old one and the data from the new one. The readings are entered in a list and the list is put in the electricity meter. If there is an electricity board at every floor the procedure is the same as when replacing a single electricity meter – the readings of the electricity meters are entered in a card, which is put on the electricity meter in the board.  The second part of the card is sent to the region where it is kept. It is used for calculatingthe bill.

3. When replacing the electricity meters the electricians preparean acceptancerecord which is signed by representatives of the residents of the building. The old electricity meters are given to the customers against signature.

I was disconnected without prior notice. Why?

Your monthly bill for supplied electricity setsa deadlinefor effectinga payment and a date after which your electricity supply will be terminated. You are expected to observe the specified deadlines.

I have paid my bill but the current is off?

The most common reason for power cut is the overload of the mains.There is an opening in the electricity board where the automated fuses are fitted.  If the fuse is off (in down position) it must be switched on again (i.e. to be put in up position). You can do this yourself.

I was disconnected for an outstanding bill. I have already settled it but I still have no electricity supply?

In such cases you have to pay a connection fee. You can do it at one of our Customer Centres or cash desks.

What does ITN mean?

This is you unique customer number. It consists of 10 digits and is used for identification for making cash and non-cash payments. It is always written in your electricity bill and in the receipt. It has replaced the former subscriptionnumber. ITN is an abbreviation for “Metering point number”.

How can I get informed about the time of the next reading of my electricity meter and about the deadline for payment of the amount due?

Every customer can get informed about the period for reading his or her electricity meter and the deadline for payment of the amount due using one of the following ways:

• by consulting the bill for the amount due for supplied electricity;
• by consulting the receipt for the previous payment in cash for consumed electricity at the cash desk of his or her electricity supplier or at the cash desks of UniCredit Bulbank, DSK Bank, Easypay and Bulgarian Posts.
• at the nearest Customer Service Centre of your electricity supplier.
• by sending an e-mail to :zaklienta@cez.bg ;
• at the hotline phone number: 0700 10 010 from any point of Western Bulgaria at the price of a standard phone call, seven days a week.

*All you need is just to give your ITN number!