Client zone
Energy

Frequently asked
questions

The success of our company is built on our competent team that works as one unit. Although GEEN employs over one hundred people, it's still a family company that keeps all its relationships friendly. Our internal corporate culture is based on mutual help.
How can I switch energy suppliers?
On the basis of your contract with your current supplier and the last bill, we will draw up a contract with our company. You will give us a power of attorney to take care of everything necessary. We will terminate the contract with your current supplier; if necessary, we will also conclude a distribution contract with the distribution system operator and make sure that the energy supplier switch goes smoothly.
The price of supplied energy has several components. Which component is subject to competition (is unregulated)?
Unregulated energy is subject to competition, i.e. Electric power (or gas) and Permanent daily/monthly fees for the Supply point. Other components are regulated by the Energy Regulatory Office and no competition is allowed here. You should be interested in the unregulated part. The regulated part is the same with every supplier.
How long does it take to switch suppliers?

When we become your energy supplier depends on when your contract with your current supplier ends. After you give your current supplier notice, the notice period will begin, during which your current supplier will most likely contact you. We would appreciate it if you verify the information you receive with us.
With indefinite-term contracts the notice period is 3 months, but it may also be shorter.
With fixed-term contracts the notice period depends on the type of contract you have concluded with your supplier.

We can start supplying energy after the contract with your former supplier is terminated.

When will I receive the final bill from my former supplier?
When we start supplying your energy, you will receive a final bill from your former supplier for the energy you consumed until the last day of supply.
Do you return overpayments on energy bills, or do you count them against future payments like most suppliers?
In accordance with our General Terms and Conditions, we transfer your overpayment to the next payment period. If you don't agree with this, we can send a refund to your account.
How can I pay for energy bills?

Monthly bills
If you don't want to think about paying the bill every month, you can choose direct debit or SIPO. If you like to pay yourself, you can pay by bank transfer.

Invoices
You can pay for underpayments with a payment order or direct debit. We will transfer your overpayment to the next payment period. Based on your request, we will send it to your bank account or by postal order. If it is not the final bill, we don't send overpayments up to CZK 100 by postal order.

I signed a contract with your company and I'm a new customer. What's next?
After the Contract is drawn up, we will send you a 'Welcome Letter' where you will learn the next steps and the anticipated commencement of our energy supply. As soon as the supplier switch is approved, you will receive a Payment Schedule.
When does the contract come into effect?
The contract becomes valid on the day of its signing, and it comes into effect on the day we begin to supply energy.
Who checks meter readings and when will I receive a bill?
The distributor checks the meter readings; the distributor doesn't change with the supplier. Meter readings will therefore be checked as they were before.
The meter readings listed in the bill do not correspond to the readings on the meter. What should I do?
If the meter reading does not correspond to the amount on the bill, you can file a complaint against the bill.

There are multiple reasons why this may occur. The person checking the meter reading may have made a mistake. In some cases, the meter reading is estimated (by a calculation according to the standardised supply diagram). You can file a complaint using the form on our website, or call our customer service line, and we will pass on the complaint to the distributor.

What is a distribution network?
A distribution network is a power line (pipelines for gas) leading to your home. Each household has a meter that measures energy consumption.
Who's a distributor and who's a supplier?

A distributor is a company that operates an energy distribution network.

A distributor is an administrator who monitors and takes care of the entire distribution network, including the meters in your home. The distributor's worker checks your meter readings. A suppler is a company that provides energy for the distribution network. In other words – Distribution is like train tracks and energy is like the trains (Suppliers) that run on them.

Who is responsible for energy?
The Energy Regulatory Office guarantees non-discriminatory conditions in the gas market in the Czech Republic – www.eru.cz.
What is electrical energy?
Electrical energy is electricity produced in a power plant and delivered to your home.
What do I pay for in addition to electrical energy?
In addition to electrical energy, energy payments also include regulated payments, which are set by the Energy Regulatory Office for each year. These are fees for the supply point, for the Distributor for energy transport, for the market Operator, for the Energy Regulatory Office and the renewables fee. You also pay an electricity and gas tax and VAT. You can only influence the price of electrical power with your choice of supplier.
I think I calculated my monthly payment incorrectly. Can I change it?
The total monthly payment should not be lower than 100% of the price corresponding to the consumption for the previous comparable period. Situations when it is necessary to change the monthly payments are when the nature of consumption changes, for example (change in heating technology). In these cases you can contact us via our customer service line or write us an email with your request. We will assess your request and send you a proposal for a new monthly payment. It is always necessary to carefully consider and calculate a change in monthly payments. If the monthly payments are too low, you risk receiving a large bill when the overall consumption is calculated.
I want to announce a change in the contract, what do I need?

Contact our customer service line immediately after a change occurs. We will prepare the necessary forms and arrange the change with your distributor as well, if necessary.

To help speed up your request, we've prepared a change form, which you can find on our website.
The most common requests are for: a change in personal data, phone number, email address, delivery address, registered office, bank account, business name.

I have new appliances. Do I need to change the distribution rate and circuit breaker?
Your distribution rate depends on the appliances you have at home and what you use them for. If you have purchased new appliances or intend to use electricity differently than before, your electricity consumption may increase significantly. The change in rate is associated with the replacement of the main circuit breaker before the electricity meter.
You can change the distribution rate once every 12 months from the last change.
We take care of the change in the rate and the circuit breaker for you. We will ask you to provide the necessary documents for the distributor.
If the circuit breaker values are increased and in the event of a change from single-tariff to double-tariff, we will need an audit report and a filled out change form. If the distributor requires additional documents, we will inform you immediately.
In the event of decreased circuit breaker values and in the event of a change from double-tariff to single-tariff or changes in the rate, we only need a filled out change form.
I sold or bought a property, or I moved away. What should I do?
If we are already supplying your electricity or gas and you need to sign over the supply point to a different person, we will need a Handover Report signed by you and the new owner, as well as a Request for withdrawal from the contract for the reason of a change of address or sale. The new owner must conclude a contract for energy supply in his own name and prove his relationship to the property (extract from the Cadastre of Real Estate, rental agreement, etc.), as well as a Contract for connection to the distribution system (we can naturally arrange this for the new owner).
If you want us to supply your energy after you purchase the property, you need to conclude an energy supply contract with us. Send us a document of your relationship to the property (rental agreement, extract from the Cadastre of Real Estate). You can either arrange a contract for connection to the distribution network yourself, or we can arrange it for you.
The previous owner died. What should I do?
If the previous owner of the supply point has died, please contact our customer service line as soon as possible.
I want to report a self-meter read, what should I do?
You can report a meter reading for many reasons:
  • Supplier switch – When you switch suppliers, the distribution system operator allows an estimated meter reading. We therefore recommend a self-meter read. If you do not report it, you run the risk of your potential complaint being rejected. The reading must be sent to the distribution company within 5 days of the supplier switch.
  • Assigning the energy supplier to a new owner – If you are moving, you will need a handover protocol with meter readings when you hand over the flat or house in order to conclude a contract. If a bill is issued for the supply point before you switch suppliers on the basis of annual meter readings, the distributor will not accept your readings and you will need to settle the bill with the previous owner. We will be happy to help you with an accurate calculation of costs.
  • Changes in energy prices – Meter readings are not necessary when energy prices change; you don't have to deal with it if you don't want to. If no meter readings are available, we shall automatically proceed in accordance with Decree no. 365/2009 Coll. The reading at the end of the calendar year can be reported within 14 days - i.e. from 1 January to 14 January.
  • Extraordinary billing – A self-meter read reported by the customer on the basis of which an extraordinary bill will be issued for the supply point. A maximum of 10 self-meter readings can be reported per year; extraordinary bills are charged according to the Price List of Extended Services.
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