Compensations for Network Failures

This compensation applies to damages sustained by electrical appliances as a result of network issues that HEDNO was responsible for managing or preventing.

• The consumer may, within a maximum of twenty (20) working days from the incident, submit a claim for compensation online through the service application.
• Make the damaged appliances or equipment available to HEDNO (for two working days), if requested, for inspection before any repairs are carried out.
• Provide, when requested, documentation from an electrical workshop certifying the damage and the cost of repair or replacement with devices of similar specifications (e.g. invoices).
• Sign a Solemn Declaration of accepting the compensation or awarded amount. The declaration may be submitted digitally signed via gov.gr.
• Provide their bank account details for the deposit of the compensation amount.

• If the liability of HEDNO employees or services is established due to relevant acts or omissions, consumers are compensated with a monetary amount, which is determined on a case-by-case basis depending on the damage suffered. More specifically, if the damage to the appliance is caused by an accidental fault in the neutral conductor of the low-voltage network, we provide, depending on the extent of the damage, a compensation of up to €600, regardless of the type of electricity account.

In addition, we inform you that HEDNO:

• Decides on compensation requests within fifteen (15) working days from the date of submission, excluding any delay caused by the Consumer in providing the requested information.
• If the Consumer’s application is approved, HEDNO will pay the compensation amount within one (1) month from the date of the decision.
  More information regarding the above, as well as on the protection of Consumers’ sensitive electrical appliances, can be found on HEDNO’s official website.

1. No compensation is granted for damages to electrical appliances caused by accidental faults in network components—except in the case of an accidental fault in the neutral conductor of the low-voltage network. Likewise, no compensation is provided for damages to appliances that, based on timing or network topology, are not related to a specific network incident.
2. No compensation is granted for damage not attributable to the fault of HEDNO employees or associated contractors, or their related acts or omissions, nor for damage caused by force majeure events.