We promise a secure supply around the clock

We operate a safe, reliable and high-performing electricity distribution grid.

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  • Customer promises

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If the electricity supply is still disrupted after a continuous three-hour period, we will make a payment of EUR 20*. 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.

The promise's validity period

The promise applies to all new operations and runs from 26 September 2011 until 31 December 2017.

1. Why does Stromnetz Berlin GmbH make its customer promise?

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.

2. What exactly is the promise?

We promise that if there is a disruption in the power supply, we will resolve this within three hours.

If the electricity supply is still disrupted after a continuous three-hour period, we will make a payment of EUR 20. 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.

3. Are there exclusion criteria, and if so, what are they?

Yes, there are several criteria that exclude a payment.

  • Scheduled interruptions to connection usage that allow essential work to be carried out.
  • So far as and as long as the grid operator is prevented from enabling connection usage by force majeure or by other circumstances that the grid operator cannot be expected to resolve for economic reasons within the meaning of Section 18 Paragraph 1 Clause 2 of the Energy Economy Law (EnWG).
  • In the case of operations for retaining system security (to avoid an imminent grid collapse) within the meaning of Sections 13 and 14 of the Energy Economy Law (EnWG) or in the case of a supply shortfall caused by influence from the upstream transmission grid.
  • If the power recipient or connection user has caused or is responsible for the connection usage interruption.

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

4. How long should it take to remedy the interruption to the electricity supply?

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

5. When is the promise valid?

The customer promise applies to all new operations and runs from 26 September 2011 until 31 December 2017.

6. What happens if Stromnetz Berlin GmbH does not to abide by the promise?

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

7. Will the payment be made automatically?

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

8. How do I make a payment request?

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

9. What documents do I have to submit to make a payment request?

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.

10. How soon can I expect to receive a response to my request for payment?

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.

11. To whom does the customer promise apply?

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.

12. How much is the payment?

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

13. How do I receive my payment?

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

14. What is a domestic customer within the meaning of the Energy Economy Law (EnWG)?

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.

15. What is "connection usage"?

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.

16. Does the customer promise affect other arrangements and agreements in any way?

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

17. Does Stromnetz Berlin GmbH have any other customer promises?

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


* The customer promise does not apply in the following instances:

  • Scheduled interruptions to connection usage that allow essential work to be carried out.
  • So far as and as long as the grid operator is prevented from enabling connection usage by force majeure or by other circumstances that the grid operator cannot be expected to resolve for economic reasons within the meaning of Section 18 Paragraph 1 Clause 2 of the EnWG.
  • For operations for retaining system security (to avoid an imminent grid collapse) within the meaning of Sections 13 and 14 of the EnWG or in the case of a supply shortfall caused by influence from the upstream transmission grid.
  • If the power recipient or connection user has caused or is responsible for the connection usage interruption.
  • The connection usage interruption has lasted less than three hours.
  • If the enquirer is not a domestic customer within the meaning of the EnWG.