Particle energy

We are here to
help you!

If you cannot find what you need on the website, please contact us by phone or via the contact form below and we will help you in the best way possible.

Customer service

031-336 96 60
kundservice@partilleenergi.se

Error reporting / On call

031-336 96 70
(outside opening hours)
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Frequently Asked Questions

Documents & forms

Contact form

Payment info

Opening hours
Visit us
Frequently Asked Questions
Energy consultancy
Payment
Contact us
When things go wrong
Compensation in case of interruption

Opening hours telephone

Monday to Thursday
08.00 - 17.00
Fridays off
08.00 - 15.00
Closed for lunch
12.00 - 13.00

Deviating times in 2026

On some days we have limited opening hours due to holidays or busy days as well as around public holidays.

Tuesday 6/1
closed
Thursday 2 / 4
Open 8-11.45
Friday 3 / 4
closed
Monday 6 / 4
closed
Thursday 30 / 4
Open 8-11.45
Friday 1 / 5
closed
Wednesday 13/5
closed
Thursday 14 / 5
closed
Friday 15 / 5
closed
Thursday 18 / 6
Open 8-11.45
Friday 19 / 6
closed
Friday 30 / 10
Open 8-11.45
Wednesday 23/12
closed
Thursday 24 / 12
closed
Friday 25 / 12
closed
Wednesday 30/12
Open 8-11.45
Thursday 31 / 12
closed

Visit us

Please notify us in advance if you would like to visit our office at Kyrktorget 51

You are welcome to visit us, but you need to book an appointment in advance so that the person you are going to meet is available.

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Frequently Asked Questions & Answers

Here are the most recently submitted questions and answers. If you want even more information, you can go to our FAQ page and search for answers there.
Go to our FAQ

Sometimes electricity is included in the rent. If it is not, you need to notify us of your move at Partille Energi to start an electricity contract from the day you move in. If you had an electricity contract for your previous accommodation, you should cancel it.
You also need to sign an electricity purchase agreement with an electricity supplier if you don't have an agreement that you can move with you.
If you do not choose a company, you will automatically receive your electricity from Göteborg Energi Din El AB.

The pressure in the central heating system should be approximately 1 bar. This will distribute the heat evenly throughout the house. The pressure is often lower in the summer and higher in the winter.

  • To fill, open the fill valve.
  • Keep an eye on the pressure gauge while you fill up with water?
  • Close the tap when the pointer reads 1 bar.

You can get tips and advice on how to set up and maintain your district heating system by looking at our Tips for you with district heating

Currently, there are products for sale to private customers on the market that can perform these services. We are currently reviewing whether we can include it in our product range. However, if you want to be able to control your equipment right now, you as a customer must purchase it yourself.

Click here to access Ngenic Tune 
As a customer, you can purchase and install the product yourself if you wish. It can be purchased through various retailers or directly online. 

The more electricity and power you use, the larger the main fuse you need.

Contact an electrician to change the fuse size up or down. Below you can see the approximate power draw that the different fuses can handle.

Fuse size maximum power output
16A 11kW
20A 14kW
25A 17kW
35A 24kW
50A 35kW
63A 44kW

For GDPR reasons, this is not HAN-porten on your electricity meter activated from the start.
Welcome to contact our Customer Service and we will help you with that. 

If you as a customer have a power component in your electricity network fee, you will be billed for the hour(s) you use the most electricity, i.e. your power peak. You can influence how high this peak is. If you have many appliances that use electricity at the same time, the power peak will be higher than you can spread the usage between different hours.
The variable power charge on your invoice is based on the highest power value each month.

If you are connected to Kivra, you will receive your invoices and letters from us there. If you do not want to receive mail from Partille Energi to Kivra, you can log in to them and unsubscribe from mailings from Partille EnergiInvoices and letters will then arrive as physical mail instead. 

Energy consultancy

We collaborate with Lerum Municipality on energy and climate advice.

Energy consultancy

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.


What can I get help with?

The most common questions are about heating, high electricity bills and solar cells. Advisors Peter Rosengren and Radmila Silistarevic also like to talk about things like 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: energiradgivning@lerum.se
Phone: 0302-521000.

Contact us

If you want to write to us by email, you can use our contact form.
Your case submitted to us will be handled in order.

Once you have submitted your case, you will receive a confirmation by email.

Urgent error report

NOTE: If your case is an urgent error report outside office hours.
Call 031-336 96 70 instead.

Payment method and
payment details

Invoices for district heating and electricity in Partille have Partille Energis logo.
Below you can see the different solutions we offer for how you can receive your invoice and how you can pay. With us, the invoice number and OCR number are the same number.

You apply for an E-invoice via your internet bank. Select Partille Energi AB upon registration. When the invoice is made, it will appear in your online bank no later than the following day, where you must approve payment. You can see the invoice in your online bank and it has the same appearance as a paper invoice.

You will receive the email invoice as a PDF file attached to the email address you choose. The easiest way to request an email invoice is to send a message via the contact form here on the Customer Service page or call us.

If you are connected to Kivra, you will receive your invoices there, instead of by regular mail. If you do not want invoices from Partille Energi to Kivra, you can log in to them and unsubscribe from mailings from Partille EnergiIf you have not chosen any other digital option above, the invoices will come as paper invoices instead.

 

Link to Kivra

You will receive your invoice as a letter in your mailbox. This means that the invoice will arrive to you approximately 1 week after the invoice date by post.

Direct debit is a simple and convenient way to pay invoices. This means that Partille Energi will deduct the invoice amount from your account on the due date. To apply for direct debit, simply fill out our direct debit form. The direct debit service is valid until further notice. If you would like to terminate your direct debit, please contact your bank or us.

 

Print our application form as you find here

Companies have the option of receiving invoices electronically via EDI. This saves administrative time and is a win for the environment.

Plusgiro: 4798401-8
Bank account: 740-0419
VAT number: SE556478144001
BIC: NDEASESS
IBAN: SE2495000099604247984018

When things go wrong

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 website.

If you have any comments or complaints, please contact our Customer Service by phone or email. For fast service, it is good if you have your customer details and other essential information to hand and can provide it. If you submit your case, you are welcome to attach documents such as invoices, emails, letters or anything else you want to rely on.

If you have a claim for compensation, we would like you to submit it in writing. Then use our form for compensation in the event of a complaint and damages, which you can find on the Documents and forms page. We will receive your case and begin an investigation, after which we will inform you of our position on the case. If you have suffered an injury, we also recommend that you contact your insurance company so that you do not miss out on any compensation.

The response time to your case varies depending on the nature of the case. Our goal is that you will receive a confirmation with contact information for the person investigating your case within a couple of days of the case being received.

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.

Sweden's Courts

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 via 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.

Compensation in the event of a power outage

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 your right to interruption compensation, you are welcome to email or call our Customer Service. You can also read more in Electricity Act, Chapter 3, 9d and on Energy Market Inspectorate website.

Compensation is not paid if:

  • The customer has not fulfilled their obligations so that the electricity has been turned off, or if the customer has requested a shutdown.
  • The outage is due to the customer's negligence.
  • The transmission of electricity is interrupted to take measures that are justified for electrical safety reasons or to maintain good operational and delivery security.
  • The interruption is outside Partille Energis so-called control responsibility.
  • The outage is due to a fault in the main grid. 

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