We promise a secure supply around the clock

We operate Germany's largest electrical city grid and our customer promise ensures that our customers receive an excellent, accountable service. We are already meeting people's expectations for a secure and reliable electricity supply. The electricity supply is rarely disrupted, and even then most disruptions only last for short periods.

We promise that if there is a disruption in the electricity supply, we will make every effort to remedy the disruption within three hours. If the disruption is still disrupted after a continuous three-hour period, we are prepared to make a payment of 20 euros to affected household customers.

This ex gratia payment, which is made per affected household and per electricity supply interruption, is intended as a goodwill gesture.

All domestic customers, within the meaning of the Energy Economy Law (EnWG), connected to the Stromnetz Berlin electricity distribution grid are eligible.

Yes, there are several criteria that exclude a payment.

The customer promise does not apply, if the maintenance of the power supply is not possible or unreasonable for operational, legal or technical reasons. This is the case, among other things, with interruptions in supply

• to carry out operationally necessary work,
• as a result of force majeure, official or court orders,
• to eliminate a hazard or disruption to the safety or reliability of the electricity supply system,
• which the connection owner or connection user is responsible for.

The wording of the promise also establishes that:

• The interruption to the electricity supply must have lasted longer than three hours.
• The enquirer must be a domestic customer within the meaning of Section 3 No. 22 of the EnWG

The interruption to the electricity supply should be corrected within three hours.

The customer promise applies to all new operations and runs from 26 September 2011 until 31 December 2024.

We pay EUR 20 on request if our promise is not kept, provided that the customer can satisfy the framework conditions for the payment.

No, you have to get in touch with us and request the goodwill payment. You can make a goodwill payment request over the phone, via the online form or by filling in the business reply card found in our "a promise is a promise" leaflet.

Go to the form

Please send us your broken promise claim over the phone, by filling in the business reply card found in our "a promise is a promise" leaflet or via the online form. We will check your request and, if it transpires that we have not kept our promise, we will transfer the goodwill payment. Please provide your bank details over the phone or via the online request form.

Go to the form

You just have to tell us your name, location, meter number and the date and time of the disruption, but no additional documentation is needed.

We will respond to your request as soon as possible. In general, you can expect to receive a response to your request within one week.

The security of supply customer promise applies to all domestic customers, within the meaning of the EnWG, connected to our low-voltage electricity distribution grid.

The goodwill payment amounts to EUR 20 per affected household and per electricity supply interruption.

Once the request has been received and the relevant checks made, we transfer the goodwill payment to the enquirer's bank account.

A domestic customer within the meaning of the Energy Economy Law (EnWG) is an end consumer that purchases energy predominantly for personal household use or for personal use not exceeding an annual consumption of 10,000 kilowatt hours (kWh) for professional, agricultural or commercial purposes.

This description is in line with the definition in Section 3 No. 22 of the EnWG.

Connection usage is the right to use a grid connection to extract electricity.

Rental flat example

The tenant is the connection user; the house owner is the power recipient.

The customer promise in no way affects the validity of other agreements and in no way restricts any other existing rights.

Yes, we have another promise that guarantees meter installation for generating systems in accordance with the Renewable Energies Act (EEG) to quickly and reliably develop electricity generated by renewable energies.

More information on our renewable electricity generation customer promise