When is a household bill due?
The bill is due on the 28th of the month for the previous month (example: a February bill is due on March 28th).
How can I pay my electricity bill?
The portal Bill Insight
https://portal.eps.rs/ дoffers secure and fast electronic payment of bills without having to visit payment institution branches. You can pay your electricity bills using the IPS Scan instant payment system and Dina, Visa, and MasterCard payment cards.
You can pay your electricity bills by scanning the QR code on your bill, via e-banking and m-banking services.
In addition, you can pay your electricity bill at the counters of the Serbian Post Office, at bank counters and at other payment points.
If you choose to pay by standing order, you save time, avoid waiting in lines and let the bank take care of your monthly obligations.
Who should a customer who has not received a bill for electricity consumption contact?
A customer who has not received an electricity bill should contact the counter of the relevant EPS JSC in person, by phone or by email.
Are some items on the bill paid even when there is no consumption?
The customer pays the tariffs every month - "cost of the guaranteed supplier" and "chargeable demand", regardless of whether electricity consumption has been achieved at the metering point or not. This is stipulated by the Methodology for determining the price of electricity for guaranteed supply. Excise duty and VAT are charged on these items, and default interest is charged for non-payment of obligations.
How can a customer redirect their incorrect payment?
The customer submits a written request for redirection of the payment to the correct EPS JSC account, along with the mandatory submission of proof of payment (payment slip), a copy of the invoice, and the account number to which the payment was made, or to which the payment should be redirected.
To whom is the application for obtaining the status of an energy-vulnerable customer submitted?
The application for obtaining the status of an energy-vulnerable customer is submitted to the local government unit authority responsible for social welfare affairs in the place of residence.
Who should a customer contact for exemption from paying the public service broadcasting fee?
Exemption from paying the public service broadcasting fee is provided by RTS and RTV, so it is necessary to send the request to the following addresses:
For metering points outside Vojvodina, you can submit a request(natural persons/legal entities):
Radio-televizija Srbije
Služba poslovni inženjering
Kneza Višeslava br. 88
11030 Beograd |
Radio-televizija Srbije
Služba poslovni inženjering
Kneza Višeslava br. 88
11030 Beograd |
taksajms@rts.rs |
RTS contact numbers for information: 011/2544-292, 2547-071, 2544-647, 321-2694, 2544-799.
For metering points in the territory of Vojvodina, you can submit a request (natural persons/legal entities) :
Radio-televizija Vojvodine
Služba RTV takse
Ignjata Pavlasa br. 3
21000 Novi Sad | Radio-televizija Vojvodine Služba RTV takse Ignjata Pavlasa br. 3 21000 Novi Sad
|
taksajms@rtv.rs |
RTV contact numbers for information: 021/210-1737, 021/210-1681.
We would like to note that customers whose period of exemption from paying the fee has expired (specified in the decision they received from RTS/RTV) are obliged to submit a request to RTS/RTV again, following the same procedure, so that the public service broadcasting fee is not invoiced through their electricity bill.
Why are customers obliged to pay the fee for eligible electricity producers through their bill?
The method of calculation, payment and collection of funds, as well as the method of distribution of funds collected based on the fee for incentive measures, are prescribed by the Regulation on the Fee for Incentives for Eligible Electricity Producers. In accordance with Article 13 of this Regulation: “The system operator, supplier, or guaranteed supplier is obliged to indicate the amount of the total incentive fee as a separate item in the bill it delivers to the end user for access to the system, or for the electricity supplied”, EPS JSC is obliged to calculate this item on the electricity bill.
Can the billing address be changed?
The customer can receive bills at the desired address by contacting the EPS JSC services with a request - in writing or in person. On this occasion, the customer is obliged to indicate the ED numbers of the metering points and the address to which he wants to receive bills.
What is the role of the supplier and the distribution system operator in the electricity market in the Republic of Serbia?
A guaranteed supplier is an energy entity that supplies electricity to customers on a guaranteed supply - households and small customers.
An electricity distribution system operator (ODS) is an energy entity that carries out the activity of distributing electricity and managing the electricity distribution system.
How can a customer file a complaint about the supplier's billing, and how can they file a complaint about the services of the distribution system operator (ODS)?
A customer can file a complaint about the bill, or about the suspension of electricity supply, via the Bill Insight portal, by email to
reklamacije@eps.rs, n person at the counter of the relevant EPS AD or by phone. In the same way, customers can file a complaint about the DSO's services, and they can also contact the DSO directly via the contacts listed on the website of the
Elektrodistribucija Srbije.
Can the customer contact the ODS directly regarding issues related to the supply of electricity?
Yes, the customer can also contact the DSO directly regarding issues related to the supply of electricity (e.g. changing technical connection conditions, troubleshooting technical problems at the connection, checking the accuracy of measurements and replacing measuring devices, measuring voltage, troubleshooting system failures that caused supply interruptions, providing data on own consumption, etc.) using the contacts listed on the ODS website
www.epsdistribucija.rs.
How can a customer obtain information about the terms and conditions of electricity supply and the content of the Guaranteed Electricity Supply Agreement?
A customer can obtain information about the terms and conditions of electricity supply and the content of the Guaranteed Electricity Supply Contract
here.
How can a customer obtain information on the price of electricity?
A customer can obtain information on the price of electricity under guaranteed supply at the counter of the relevant EPS JSC branch, by telephone or e-mail, as well as on the website
EPS JSC.
Under what conditions does the customer have the right to terminate the Guaranteed Electricity Supply Contract?
The customer may terminate the Guaranteed Electricity Supply Contract at any time during its term. The customer is obliged to settle the obligations arising from the supply contract and the system access contract at the appropriate receipt and delivery point until the date of termination of the supply contract and the system access contract.
How is the cost of access to the system stated on the supplier's bill?
The cost of access to the electricity distribution system is stated informatively on the electricity bill, it is an integral part of the total monthly charge, and is calculated in accordance with the Methodology for Determining the Price of Access to the Electricity Distribution System and the valid price list for access to and use of the electricity distribution system of the "Elektrodistribucija Srbije"
How can the customer be informed about the conditions and how to exercise their rights
The customer can be informed about the conditions and how to exercise their rights in person at the counter of the relevant EPS JSC branch, by phone or by e-mail.
What are the conditions for the procedure for suspending the supply of electricity and disconnecting the customer's facility from the distribution system?
Suspension of the supply of electricity to the end user at the request of the supplier, due to the end user's unfulfilled obligations (unsettled due debts for consumed electricity) under the Guaranteed Supply Contract is a temporary measure, implemented by " Elektrodistribucija Srbije" and involves the physical interruption of the supply of electricity to the end user's metering point at the metering device.
Before suspending electricity supply, EPS JSC Belgrade shall warn the end user in writing to settle the due debts within the legally specified period (30 days for households and 15 days for small customers), or else it will send a request to suspend electricity supply to " Elektrodistribucija Srbije". The suspension of supply does not terminate the validity of the Contract on Guaranteed Electricity Supply, which means that the end user is obliged to settle obligations that do not depend on electricity consumption, namely the "guaranteed supplier cost" and "chargeable demand" tariffs, for the entire duration of the suspension.
Suspension of electricity supply at the request of the end user represents the right of the customer to request a temporary suspension of electricity supply for a period of at least one year and a maximum of two years. The end user personally addresses a written request to EPS JSC Belgrade, i.e. Elektrodistribucija, for this purpose, and in order to act on the request, it is necessary that the due debts at the metering point are settled. For the entire duration of the temporary suspension, the customer has no obligations under the Contract on Guaranteed Supply, i.e. system access.
ИThe electricity disconnection is a permanent measure implemented by "Elektrodistribucija Srbije" and results in the termination of the Contract on Guaranteed Electricity Supply as well as the Contract on System Access, i.e. the loss of the status of the end user. The electricity disconnection is implemented if the suspension at the request of EPS JSC Belgrade due to unpaid debts lasted longer than one year, or if the suspension, at the request of the end user, lasted longer than two years.
Also, the end user may request the disconnection of electricity through a written request sent to the competent service of EPS JSC Belgrade, provided that the due debts at the metering point have been settled.
How can a customer exercise their right to choose their electricity supplier in the market in the Republic of Serbia?
The electricity market in the Republic of Serbia was fully opened on 1 January 2015, which means that customers in the small customer and household categories are also given the right (but not the obligation) to choose their electricity supplier. Customers can find an overview of licensed suppliers, as well as the Rules on Changing Suppliers, on the website of the
Energy Agency of the Republic of Serbia.
How are potential disputes between EPS JSC and the customer resolved?
The contracting parties may resolve potential disputes out of court - by agreement or by the customer contacting the regional advisory center directly or via the internet portal
https://zapotrosace.gov.rs/. If the dispute cannot be resolved out of court, the customer has the option to address the competent court in order to protect their rights
