Settling a compensation claim

If you have suffered damage due to a fault in our distribution grid, building works or an alleged malfunction on our part or by one of our service providers, you can contact us for clarification.

We will deal with your request and get back to you as soon as possible.

Information required to process the claim

The reason for the compensation claim can be a fault and/or interruption in the energy supply, building work commissioned by us or misbehaviour on the part of one of our staff or staff of one of our service providers.

Compensation claims cannot be awarded for interruptions in the energy supply (disconnection) due to an instruction from your energy supplier. Your energy supplier has waived our liability for this type of interruption to the energy supply. Should you have this type of claim, please contact your energy supplier for clarification.

Please tell us the event that you believe is the cause of the damage and the time that it began. We also require a list of which items were damaged. In this list, please tell us the value of the object and the date on which you acquired it. If possible, please provide proof of the purchase with a receipt.

Clarification process

Your compensation claim will be checked using your description of the situation. In doing this, we will consider and apply the relevant rules of law. These include, in particular

  • The Federal Civil Code [Bürgerliche Gesetzbuch (BGB)],
  • The Low Voltage Connection Ordinance [Niederspannungsanschlussverordnung (NAV)]
  • and, by exception, the Product Liability Act [Produkthaftungsgesetz (ProdHaftG)].

A prerequisite for liability is a contribution to causation (intent or negligence/gross negligence in the case of financial losses) by an employee, persons involved in performing an obligation and/or vicarious agents.

If the damage occurred due to an unforeseeable and inevitable malfunction in some technical equipment on the energy distribution grid, the prerequisites for liability and, by extension, for compensation, are generally not met.

We will notify you of the results of our review in writing.

Determining the compensation amount

The compensation amount will be decided using the current value of the object. To decide this we will use both the receipts that you provided and the depreciation tables for the period of use of goods and objects provided by the Federal Ministry for Finance. There shall be no "new for old" replacement.

If the applicable rule of law for the liability results in an uninsured percentage (e.g. under Section 11 ProdHaftG), this will be taken into account when calculating the possible compensation amount.

Notifying a compensation request

Please use the form below to provide the information required, describing the reason for your compensation request.

Stromnetz Berlin is delighted that you have chosen to visit our website and that you are interested in our company. We place great importance on protecting your personal data and want you to feel safe and comfortable when visiting our webpages.

Below you will find all of the information for end customers and stakeholders relevant to data protection and the use of our website.

1. Entity responsible and data protection officer

The entity responsible for processing your personal data is:

Stromnetz Berlin GmbH
Eichenstrasse 3 A
12435 Berlin

You can get in touch with our data protection officer at:

Stromnetz Berlin GmbH
Data Protection Officer
Chausseestraße 23
10115 Berlin

2. Data categories

We process your personal data if required to meet the purpose stated in Section 3. Your personal data is processed in compliance with legal requirements at all times. This comprises, in particular, the following personal data categories: master data (e.g. surname, forename, address), contractual data (e.g. customer number, meter number), consumption and smart meter data (e.g. meter readings, town and location data), invoicing, banking and similar data.

3. Purpose and legal basis for the processing of personal data

You can generally visit the website of Stromnetz Berlin without disclosing your identity. Personal data will only be collected and processed if you make use of Stromnetz Berlin's services (e.g. our customer promise) and enter the data required for us to process your request. We temporarily store IP addresses for reasons of data security to ensure that our systems are stable and safe. No personal data is analysed in this process.

Stromnetz Berlin GmbH, a Vattenfall Group company and network operator, is responsible for Berlin's distribution network. The company distributes electricity to grid users and operates meters. Data is processed for the above-stated purposes in accordance with the applicable requirements for the protection of personal data, including processing for the purpose of preparing and processing contracts (e.g. grid connection contracts) in accordance with Article 6 (1) (b) GDPR and for maintaining justified interests of Stromnetz Berlin in accordance with Article 6 (1) (f) GDPR regarding the provision of advice and service to our end customers. Furthermore, the data is processed in compliance with legal requirements (e.g. Meter Operations Act (Messstellenbetriebsgesetz), Energy Industry Act (Energiewirtschaftsgesetz), tax laws, German Commercial Code (Handelsgesetzbuch)) in accordance with Article 6 (1) (c) GDPR, which requires the processing of your data to comply with the law.

If we have obtained your consent to process personal data for specific purposes, processing is legitimate on this basis. You can withdraw your consent at any time. This also applies to any withdrawals of declarations of consent you have issued before the effective date of the GDPR on 25 May 2018. Any withdrawal of consent applies with future effect and does not affect the legitimacy of the data processed until the withdrawal.

4. Recipient / transfer of personal data / third country

Within our company, only units requiring access to your personal data for fulfilling the purposes stated in Section 3 are granted access to it. This rule also applies to service providers and vicarious agents engaged by Stromnetz Berlin, in other words processors, in accordance with Article 28 GDPR. We only transfer personal data to third parties if this is necessary for fulfilling the above-stated purposes or if you have previously given us your consent to do so.
Recipients of personal data may include: meter reading service providers, third-party meter operators, IT service providers.

Your personal data is transferred to government agencies if required by law where overriding legislation exists.

Data may be transferred, particularly by way of administrative access, to entities and/or countries outside the European Union (third country transfer) on the basis of the above-stated purposes and legal bases. In such cases, data is only accessed if the European Commission has issued an adequacy decision for the respective country or we have agreed the standard contractual provisions with the service providers as intended by the European Commission in such cases or the respective company has implemented its own internal, binding data protection regulations which have been recognised by the data protection agencies.

5. Storage period and deletion of personal data

We store your personal data for the purposes stated in Section 3. We delete your personal data once the contractual relationship with you has expired, all mutual claims have been fulfilled and there are no other statutory retention periods or legal reasons for the storage of the data. These include statutory retention periods as stipulated in the German Commercial Code (Handelsgesetzbuch - HGB) and the German Tax Code (Abgabenordnung - AO). Your personal data is deleted once the purposes stated in Section 3 and/or the statutory retention periods have expired.

6. Rights of affected parties – your rights

Our data protection officer is always happy to assist in all questions or complaints relating to the processing of your personal data. Please send all information on your personal data stored in accordance with Article 15 GDPR to:

Stromnetz Berlin GmbH
Data Protection Officer
Chausseestraße 23
10115 Berlin

The DPO is also your contact person should you wish to exercise your right to request corrections (Article 16 GDPR), deletion (Article 17 GDPR), restriction of processing (Article 18 GDPR), raise an objection (Article 21 GDPR) and data transferability (Article 20 GDPR). You can also contact the responsible supervisory authority.

6.1 Right of objection

Should we process data for the purpose of maintaining our justified interests as Stromnetz Berlin GmbH, you may, at any time, object to such processing on grounds arising from your specific situation (Article 21 GDPR). This also includes the right to object against processing for advertising purposes.

6.2 Right of objection in the case of consent

Any consent previously given can be withdrawn at any time (see Section 3).

7. Provision of personal data

Within the scope of our business relationship, you need to provide us with the personal data (see Section 2) required for commencing and executing the business relationship and fulfilling the related contractual obligations, or which we must collect by law.

8. Automated decision-making process

No automated decision-making process, including profiling, is used for the justification and execution of agreements.

9. Data sources

We process personal data which we have received from our end customers within the scope of our business relationship. We also process personal data which we are permitted to collect from public sources such as land registers. We also process personal data which we legitimately receive from our own group companies or third parties, such as electricity suppliers.

Information on using our website

Storing IP addresses

Every device requires a unique IP address for transferring data via the Internet. We temporarily store this IP address for reasons of data security and to ensure that our system is stable and operates securely. No personal data is analysed in this process. We reserve the right to analyse anonymised data sets for statistical purposes.

Web analytics service and the use of cookies

To allow us to keep improving our web pages for you, we collect general information (e.g. page visited, browser used, length of time spent on the page). This data is not personal. Neither Stromnetz Berlin nor the operators of the relevant analysis tools record information which can be used to trace the user's identity.

In a few sections of the website and on online portals Stromnetz Berlin uses cookies to provide you with a more bespoke service. Cookies are identifiers which a web server can send to your computer to identify you for the duration of your visit. You can adjust your browser's settings so that it informs you when cookies are being used. This makes the use of cookies transparent.

If you disable cookies on our website, your orders and change requests cannot be processed. You will see corresponding error messages.

Use of Adobe SiteCatalyst on the website

We use the web analytics service Adobe SiteCatalyst for analysing the data on

You can disable/enable cookies on the Adobe website (

For details about Adobe's data privacy policy, visit the Adobe website at

Use of etracker on the "Zaehler Online" portal

We use the web analytics service etracker GmbH for analysing the data on the "Zaehler Online" online portal (

You can disable/enable cookies on the etracker website (

For details about etracker's data privacy policy, visit the etracker website at

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