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frequently asked questions

switching energy suppliers

How do I switch from my current supplier to MyElectric?

In order to switch from your current energy supplier to MyElectric, we need you to complete and sign our energy supply contract. You will find all the necessary information to do this on your energy bills from your current supplier.
You can download our energy supply contract directly from the download centre on our website or request it by contacting our customer service on 0662 8671 1558.
We kindly ask you to send us the energy supply contract by e-mail (service@myelectric.at), by fax (0662 8671 1355) or by regular mail.

Our address:
MyElectric – Customer Service
P.O. Box 3700
5021 Salzburg

We will take care of all further steps.

Do I have to cancel my deal with my current energy supplier myself?

No. We will take care of this for you.
We will cancel your current energy deal during the switching process.

Will I incur a fee for switching energy suppliers?

No. The law states that switching energy suppliers must be free of charge.

What changes will occur upon switching to MyElectric?

In the future, you will receive two bills. We will send you a bill for supplying you with energy. Your grid operator will charge you for grid costs, regulatory charges and taxes.

How long will the switch to MyElectric take?

As provided for by law, the switching process will take three weeks and can be effected on any weekday. Until the switching process is completed your current supplier will obviously continue to provide you with energy without interruption. Upon completion of the switch to MyElectric you will receive a final bill from your former supplier.

When switching suppliers, do I have to read the meter?

When switching to MyElectric, it is best to provide your grid operator with the meter readings on the day the switch is effected.
This is the only way to make sure that your former and new supplier charge you the amount that corresponds exactly to your energy consumption.
If you do not read the meter, your grid operator can also calculate your meter readings.

What happens if my personal data indicated on the energy supply contract is incorrect?

When switching supplier, both energy supplier and grid operator must have exactly the same personal data relating to you on hand. If this is not the case, the switch cannot be effected due to incorrect data.
Upon receipt of your energy supply contract we will immediately compare the data indicated thereon with the data your grid operator has on hand.
If the data is not identical, we will contact you promptly.

What do I need to bear in mind when filling in the MyElectric energy supply contract?

Always use your last energy bill from your former supplier or grid operator when filling in our energy supply contract. Only if fields marked * are filled in correctly can we guarantee the switch will proceed smoothly.

Do I need a new meter?

No. You will continue to use the same meter. Your grid operator will be responsible for maintaining and reading your meter in the future also.

What is the metering point and why is it essential for you to provide us with this number?

The metering point is the meter’s unique identifier. We need this 33-digit number in order to effect the change of your device smoothly.
The metering point is made up of the following identifiers:

example:
Country code Grid operator Postal code Serial number
AT 008000 08700 00000000000000012345

What is a double-rate meter and what is the charging process for this kind of meter?

A double-rate meter records electricity consumption by means of two meters and is used when clients use electricity at both a regular and an off-peak rate, e.g. clients who operate heat pumps or use night storage heating have double-rate meters.
We always charge double-rate meters at the regular daytime rate. We do not differentiate between day and night in this regard.

Is it possible to switch to MyElectric using a sub-meter?

No. Usually, sub-meters are not allocated a metering point; therefore we cannot supply electricity to sub-meters.
Sub-meters are often used in distribution boards on construction sites. Therefore, we cannot supply electricity to meters at construction sites.

Do I pay MyElectric directly for my grid costs, taxes and fees?

No. You pay your grid operator for grid costs, taxes and fees. Energy and grid costs, taxes and fees are charged separately.

Upon conclusion of a contract with MyElectric, do I have any obligations regarding contract duration?

Yes, the minimum duration for an energy supply contract is 12 months as of the date the supply starts.

While switching suppliers, can the supply be interrupted?

No. We ensure that your energy supply is guaranteed at all times. You will not notice your switch to MyElectric.

Upon completion of the switch, who will be responsible in the event of failure?

Your local grid operator.

Will I receive confirmation from MyElectric once MyElectric receives my energy supply contract?

We will confirm receipt of your energy supply contract by sending you an order confirmation.
In this order confirmation, we will indicate the expected date we will start supplying. This date may be subject to change due to any potential contractual obligations you might have towards your current supplier. In the event such contractual obligations towards your current supplier exist, we will inform you about them in writing.

Will I receive confirmation about the definite start of supply?

As soon as we have received the relevant data and confirmation of the switch from your grid operator, we will send you a welcome letter. This letter informs you of the date we will start supplying you with energy and about the estimated energy fee we will charge you.

When and how can I terminate my contract?

You may terminate the contract by giving two weeks’ notice at the end of the first year of the contract and after that at any time by giving two weeks’ notice.
We ask you to submit your cancellation request in writing in a timely manner.

bills / payment

How does the billing process with MyElectric work?

• We will send you an energy bill once a year;
• We will charge you a monthly or quarterly estimated fee which we will determine based
on your energy consumption in the previous year;
• If you choose to pay a monthly fee, we will charge this fee 10 times per year;
• During the first year of service we may charge you fewer than 10 fees depending on the
date the meter readings are recorded;
• You will always be charged for the actual amount of energy you used during a certain
month in arrears;
• Between the date on which the meter reading takes place and the date of your annual
energy bill, there will be a payment interruption of 2 months.
• The first estimated fee will always be charged together with the annual energy bill. You
will be informed about the amount of your future estimated fee on this bill.

How can I pay my estimated energy fee?

You can choose from the following methods:
• SEPA direct debit mandate
• Paper credit transfer

and from the following payment intervals:
• monthly payment
• quarterly payment

How is the estimated energy fee determined?

The following factors serve as the basis for calculating your estimated energy fee:
• Your consumption level in the previous year which your grid operator informs us about;
• Currently applicable energy rates;
• The time remaining until your next energy bill.

Why has my estimated fee increased?

On the day the switch is effected, your grid operator is free to estimate the meter readings or to actually read them.
If your grid operator provides us with a consumption level from the previous year that is too high / too low, we will calculate an estimated fee that is too high / too low.
Should you wish to pay a fee that is different from the estimated fee we are charging you, please inform us of this by telephone or e-mail. In your annual energy bill, the total sum of the estimated fees you paid will be deducted from the total sum of the bill for the energy you used.

How is my estimated fee for natural gas determined and why is it higher / lower than it used to be?

Your estimated fee for natural gas is determined by means of a weighting table.
Depending on the month your meter reading takes place, we will set your estimated fee at a higher or lower level:

We will charge a higher estimated fee,
• If the switch to MyElectric is effected in September, for example, (at the start of the
period when heating is used a lot) and
• The meter reading takes place in March, for example, (at the end of the period when
heating is used a lot).

We will charge a lower estimated fee,
• If the switch to MyElectric is effected in March, for example, (at the start of the period
when heating is not used a lot) and
• The meter reading takes place in September, for example (at the end of the period
when heating is not used a lot).

Therefore, the first annual bill may cover fewer than 12 months; when the bill is issued depends on the month the meter reading takes place.
After the first annual bill, we will re-calculate your estimated fee for the following year.

How are cubic meters (m3) converted into kilowatt hours (kWh)?

Your natural gas consumption will be recorded in cubic meters (m3) by means of a gas meter. For your gas consumption, we charge you for the total of consumed kilowatt hours (kWh).
The conversion factor is determined by your grid operator and must be indicated on your bill.

How can I find out what the amount of my estimated fee is?

Our welcome letter will contain relevant information on when and how often the estimated fee will be charged.

When are my estimated fees due? When will you debit my estimated fee from my bank account?

We will always charge you for your used energy in arrears. This means, we will always send you an invoice and debit the estimated fee from your bank account on the 5th day of the following month.

Is it possible to change the date the fee is debited from my bank account?

No. For technical reasons it is impossible to change the date the fee is debited from your bank account.

What happens if you cannot debit the fee from my bank account?

In this case, your bank will deny our payment request. We will immediately pass on this information to you by sending you a paper credit transfer form with a ‘change of payment method’ request.
Only when you send us a new direct debit order can we resume debiting your account.
Depending on your bank, denying payment requests may incur a fee. We will charge you this fee.

I am currently paying my fees using paper credit transfer forms. How can I set up a direct debit order?

In the download centre on our website you will find our SEPA direct debit mandate form. We kindly ask you to fill it in, sign it and return it to us by e-mail, fax or mail.

My bank details have changed. How can I inform you about the changes?

In the download centre on our website you will find our SEPA direct debit mandate form. We kindly ask you to fill it in, sign it and return it to us by e-mail, fax or mail.

My estimated energy fee is by far too high / too low. Can I change its amount?

Yes. The amount of your estimated fee can be changed and adapted to your consumption at any point in time. Please contact us regarding this matter by telephone or e-mail.

When will I receive my MyElectric energy bill? Can I determine the date of the bill?

No. The date of your energy bill is determined by the month in which your meter reading takes place. This date is determined by your grid operator and cannot be changed. Your grid operator may take about two months to pass your consumption data on to us. At the end of this two-month period, we will issue your energy bill.
Example: January is the month in which your meter reading takes place. We will wait for two months to receive your consumption data. You will receive the energy bill from us in April.
Please not that we will not charge your estimated fee during these two months.

Where can I access explanations concerning my energy bill?

You can find explanations concerning your bill on our website as part of our online services under ‘Your bill explained in simple terms’.

Can I further reduce costs? Is there a MyElectric bonus programme?

Please consult the download centre on our website to find information regarding our bonus programme.

The amount of used energy indicated on my energy bill is far too high / too low. How can I challenge it?

If the amount of used energy indicated on your bill is not correct, we kindly ask you to clarify directly with your grid operator.

My energy bill states that I have credit. Will this credit automatically be used for the next estimated fees?

No. If your bank account details are saved in our system, this credit will automatically be transferred to your bank account.
If your bank account details are not saved in our system, we kindly ask you to provide us with your bank account details in writing.
Your credit may also be used for paying future estimated energy fees; please let us know if you are interested in this option.
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How does e-billing work?

If you would like to receive your energy bill by e-mail, you may choose to do so. You may check this option directly on our energy supply contract.
When switching from a paper bill to an e-bill, we need you to fill in and sign our e-bill form. You can access it in our download centre on our website.
A prerequisite for receiving an e-bill, however, is a valid SEPA direct debit mandate.

registration / deregistration / relocation

I am moving to a new property and would like to choose MyElectric as my energy supplier as of my move-in date – what do I need to do?

Just as for a regular supplier switch, we need you to fill in and sign our energy supply contract. In the contract, please check ‘I do not have an electricity / natural gas supplier yet’ and indicate your preferred supply starting date in the box underneath (start of supply DD.MM.YYYY).
It is not absolutely necessary for you to provide us with data concerning your device. We will be glad to enquire about it with your grid operator.
Please inform your grid operator about your move and supplier switch.
Your grid operator will send you a grid usage contract which you will need to sign and return to your grid operator.

I cannot access electricity and /or natural gas in my new domicile. Who is responsible for providing access to these resources?

Your grid operator is responsible for activating your access to electricity and natural gas. To arrange this, you have to schedule an activation date with your grid operator.

I am moving away from my current domicile and would like to de-register my device. How does the de-registration process work and what terms do I have to comply with?

When moving out there is no cancellation period you have to comply with. Your moving date will be your cancellation date. We ask you to contact your grid operator directly for deregistering and to provide your operator with the meter readings on your device.
Your grid operator will automatically send us your consumption data and your final invoice will be based on this data.

I am already a MyElectric client and will be moving to a different property. How does the registration process work when moving?

We need you to fill in and sign our energy supply contract for your new device.
You will be able to access it on our website in online services under ‘Report move’.
In the contract, please check ‘I do not have an electricity / natural gas supplier yet’ and indicate your preferred supply starting date in the box below (start of supply DD.MM.YYYY).
It is not absolutely necessary for you to provide us with data concerning your device. We will be glad to enquire about this with your grid operator.
At the same time, we ask that you register the new device with your local grid operator. The operator will then send you a grid usage contract for this device.
As soon as you would like to de-register your old device, we kindly ask you to read the meter on the moving date and de-register with your grid operator.