We at Partille Energi cares about our customers. We want you, our customer, to be satisfied and that our deliveries to you work as they should.
Sometimes errors occur and damage can occur. Is Partille Energi We naturally want to compensate you for your damage. You can find a lot of answers and information in your contract or the applicable contract terms. All contract terms for electricity networks and district heating are collected under the heading Documents and forms here on our website. You can also contact our customer service if you would like us to send you the terms and conditions.
There are provisions in the Electricity Act, the District Heating Act, the Consumer Purchase Act and the Consumer Services Act that regulate your rights and obligations as a customer. Which provisions apply depends on which service and product your case concerns. Read more about your rights as a consumer in Chapter 11 of the Electricity Act on the Swedish Parliament's website.
If you are not satisfied with our handling of your case, you can contact the following bodies for advice or have the case reviewed by an external party.
The General Complaints Board
The Swedish Consumer Complaints Board (ARN) is a government authority that can hear disputes between consumers and companies free of charge.
The Swedish Consumer Agency
Can provide information both before and after a purchase and helps you exercise your rights as a consumer.
Consumers' Energy Market Agency
Provides private individuals and small businesses with independent and free guidance on issues related to electricity, gas and district heating.
Energy Market Inspectorate (EI)
Is a regulatory authority that works on behalf of the government for well-functioning energy markets. Can examine terms and prices for electricity, natural gas and district heating. They receive reports if the company does not comply with regulations that are covered by the network authority's supervision.
The Swedish Energy Agency – District Heating Board
The Energy Authority includes the District Heating Board, which mediates in negotiations between district heating companies and district heating customers regarding prices and other terms and conditions according to the District Heating Act.
Energy advice via Lerum Municipality
Partille Municipality has entered into a new collaboration with Lerum Municipality regarding energy and climate advice, which means that both municipalities' advice is coordinated in Lerum.
Energy and climate advice is an impartial and free service for households, associations and companies. The advice for Partille municipality has previously been coordinated with the city of Gothenburg, but is now instead coordinated with Lerum municipality.
Here you can get help with the most common questions about heating, high electricity bills and solar cells. Advisors Peter Rosengren and Radmila Silistarevic are also happy to talk about, for example, electric car charging and energy storage. A new area for the advice is energy preparedness.
You can reach the energy advisory service using the contact details below.
E-mail: energyadvice@lerum.se
Phone: 0302-521000.
Consumers' Energy Market Agency
The Consumer Energy Market Agency is an independent agency that provides information, advice and guidance on issues relating to the energy market. The advice is free of charge.
Hello Consumer
Independent guidance coordinated by the Swedish Consumer Agency
The Swedish Energy Agency
Information about independent consumer advice, where you can get advice on available energy efficiency measures and comparison profiles.
Om Partille Energi are responsible for an error or damage occurring, we naturally want to compensate you. Then send us your claim for compensation, and we promise to help you in the best way possible.
Here you can read more about the rights you have as a customer and how to proceed if you have a complaint or want to request compensation.
If you experience a short power outage where something has broken, you should contact both your insurance company and make a complaint to us at Partille Energi.
If an unplanned power outage lasts at least 12 consecutive hours, you are normally entitled to power outage compensation. If the power is restored for less than two hours during the outage, it is considered a continuous outage. The minimum compensation is SEK 1, but the compensation may be higher depending on the length of the outage and your estimated annual network cost.
In the event of an outage of 12-24 hours, the compensation will be 12,5% of the annual network cost or at least SEK 1.
In the event of an outage of 24-48 hours, the compensation will be 37,5% of the annual network cost or at least SEK 2.
Thereafter, the compensation increases by an additional 25% for each 24-hour period started. The maximum compensation is 300% of the annual network cost.
You do not need to apply for interruption compensation yourself. It will be paid automatically on one of the subsequent electricity bills. We normally do this within three to six months.
You may also be entitled to compensation regardless of the length of the outage. However, consumers are not entitled to compensation if we, as the electricity network company, can show that the outage was caused by an obstacle beyond our control.
If you would like to know more about the right to interruption compensation, you are welcome to email or call our Customer Service. You can also read more in the Electricity Act, Chapter 3, 9d and on the Energy Market Inspectorate's website.
Compensation is not paid if:
