Contacting

Our customers are important to us. Therefore, we will only contact you if it is important or necessary. The following regulations also apply:

1. We will only contact you by phone if you have asked us to do so.
2. An electricity meter is usually read by our authorized service partners once a year.
3. The time for a personal reading on site will be announced in good time by a notice.
4. Meter changes are always announced in writing by us or a contracted service provider with a suggested date.
5. The inspection of a house connection is announced in writing.
6. If, in exceptional cases, the power supply has to be interrupted for planned maintenance work on our operating systems, we will inform you at short notice by posting a notice or inserting it.

Important

If we come to you on an agreed date, our employees can identify themselves or from a service provider commissioned by us. Please always have your employees' ID card shown.

Customer contacts through unauthorized third parties

From time to time, customers are contacted for possible fraudulent intent and need information and assistance with the situation. In the following we have compiled processes that have become known.

^{October 2022 / September 2023}

Unauthorized calls to clarify a change of supplier or change in the electricity tariff

Third parties are currently posing as representatives when calling and requesting data on the previous electricity supplier, the meter reading or due to the electricity price guarantee with the aim of getting customers to (unwantedly) change their electricity supplier.

We do not make any such calls and we do not use any service providers for this. Please be vigilant. You are welcome to provide us with further information using our contact form.

^{July 2022}

Unauthorized calls to obtain data

Currently, third parties pretend to be a representative of Stromnetz Berlin when calling. We do not make any such calls as part of surveys. Therefore, please be vigilant when naming personal data. You are welcome to provide us with further information using our contact form.

^{Januar 2022}

Unauthorized doorstep visits to obtain data

Customers are currently being visited personally by unauthorized third parties who give the impression of working on behalf of Stromnetz Berlin. The people demand the submission or issue of an electricity bill because of an impending electricity price increase. These people are not traveling on our behalf. Therefore, please be vigilant when naming or disclosing personal data or documents relating to your contractual relationships. You are welcome to provide us with further information via our contact form.

^{April 2020}

Unauthorized calls to obtain data

Currently, third parties pretend to be a representative of Stromnetz Berlin when calling a country code from Great Britain. We do not make any such calls as part of surveys. Therefore, please be vigilant when naming personal data. You are welcome to provide us with further information using our contact form.

^{September 2017}

Note - fraudulent invoices for meter service (Becker Fernwartungssysteme GmbH)

Fraudulent letters are currently being sent from „Becker Fernwartungssysteme GmbH“ to customers, supposedly invoicing service costs for remote maintenance of meters. The highly authentic-looking letter states that under the EU Directive dated 19 October 2014, the functionality and security of electricity meters needs to be checked via remote maintenance every three years. The service was carried out on the electricity provider's behalf and the gross cost of EUR 29.90 is to be borne by the customer.

The information in the letter is false: there has been neither an EU Directive nor a request from the electricity supplier on this subject. Just from a purely technical perspective, it is not currently possible to carry out maintenance on an electricity meter remotely.

We generally provide electricity meters to measure energy in customers' equipment. As the owner of the electricity meters, we are responsible for their operation and maintenance. We charge an annual measurement point operation fee for these services, which we generally settle with your electricity supplier.

„Becker Fernwartungssysteme GmbH“ is not a service provider commissioned by us and is not authorised to conduct work on our meters.

If you receive an invoice of this type with a payment slip attached, do not pay it.

^{June 2016}

Note - fraudulent invoices for meter service

In Berlin, fraudulent letters are currently being sent from „SCHARP energie BVBA“ to customers, supposedly invoicing service costs for remote maintenance of meters.

We generally provide electricity meters to measure energy in customers' equipment. As the owner of the electricity meters, we are responsible for their operation and maintenance. We charge an annual measurement point operation fee for these services, which we generally settle with your electricity supplier.
„SCHARP energie BVBA“ is not a service provider commissioned by us and is not authorised to conduct work on our meters. Furthermore, the company is not a registered electrical installation engineer and is therefore also not authorised to carry out work on electrical equipment.

If you receive an invoice of this type with a payment slip attached, do not pay it. The invoice with the payment slip requests that you transfer an amount of money to an account in Belgium.