Compensation for power cuts
Standard compensation for power cuts lasting over 12 hours
Pori Energia Sähköverkot pays standard compensation to customers who experience prolonged interruptions in electricity distribution. The compensation is automatically credited to the customer’s upcoming invoices within three months of the outage. The compensation amount is calculated as a percentage of the annual network service fee for the electricity usage site.
Amount of standard compensation
The maximum standard compensation payable for interruptions in network service during a calendar year is 200% of the annual electricity distribution service fee or €2,000. If electricity is restored for less than two hours between outages, the interruption periods are combined.
The interruption period begins when the fault becomes known to the network company, either through the electricity network monitoring system or a customer report, and ends when the fault has been repaired.
The start of the interruption period calculation also depends on when fault investigation and repair work can be started safely.
The compensation is determined based on the continuous duration of the power cut as follows:
10% when the interruption has lasted at least 12 hours but less than 24 hours
25% when the interruption has lasted at least 24 hours but less than 48 hours
50% when the interruption has lasted at least 48 hours but less than 72 hours
100% when the interruption has lasted at least 72 hours but less than 120 hours
150% when the interruption has lasted at least 120 hours but less than 288 hours
200% when the interruption has lasted at least 288 hours
Separate compensation
Submitting a separate compensation claim
If the compensation has not been credited within three months of the outage, even though the duration of the power cut qualifies for compensation, or if the recipient is dissatisfied with the compensation calculation criteria, a separate written compensation claim must be submitted.
Please provide the information listed below by email to asiakaspalvelu@porienergia.fi or by phone to our customer service at +358 2 621 2050.
Name and address
Phone number
Address of the electricity usage site
Electricity usage site number (can be found on the invoice)
Start and end times of the power cuts, as well as their duration
Compensation for damages caused by errors in network service
The network company is liable for compensation if the quality of electricity or the network service has been faulty (for example, if a neutral fault or prolonged overvoltage/undervoltage has damaged appliances). A claim must be submitted within three months of the damage occurring.
The electricity network is constantly exposed to natural phenomena and other faults that may cause interruptions, and complete interruption-free network service cannot be guaranteed. Considering the cause and circumstances of the interruption, minor continuous or repeated interruptions in electricity distribution or supply do not constitute a network service fault entitling the customer to compensation for damages.
Submitting a compensation claim for damages
Fill in the attached form and sign it using your online banking credentials. The processing time for compensation claims in normal cases is approximately 2–4 weeks. We will contact you once your claim has been processed. Unfortunately, the form is currently available only in Finnish. If you need assistance with submitting a compensation claim, please contact our customer service team.