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Frequently asked questions

The information below applies to Enefit UAB and Eesti Energia AS.

Electricity

First of all, it is important to note that switching the supplier does not cost anything to the customer. Once the purchase contract with the supplier is made, the consumer shall inform energy distribution operator AB ESO that the particular consumer has made an electricity purchase contract and that this contract will come into effect from day x. This can be done on ESO self-service website www.manogile.lt. Kindly note that the minimum term for informing ESO about the planned switching of the supplier is 3 weeks. Thus, if the client wants the supply to be started from the 1st of January, he must inform ESO about this by the 10th of December at the latest.

Once you have selected an independent supplier, instead of having one contract with ESO you will have two contracts, i.e. one with the independent supplier you have selected regarding electricity supply and another with ESO regarding electricity transmission. You will have to declare consumption of electricity for AB ESO as before, and AB ESO will pass this data over to the independent supplier. Accordingly, every month you will receive two bills; firstly, from ESO for electricity transmission and then from the independent supplier for the electricity consumed. Two bills refer to splitting up the previous total amount, not to double payment.

A guarantee supply price is applied for the companies that have not selected an independent supplier. A guarantee supply price is determined by ESO and it is published on ESO website.

By signing the contract, the vendor commits to supplying electricity and the purchaser commits to buying it throughout the sale period. Throughout the sale period electricity is supplied at the price specified in the Special Terms.


The vendor may make a proposal to the purchaser to prolong the contract for a new sale period at a new price specified in the proposal. The proposal made by the vendor will be valid for the term specified in it, during which the parties must sign a corresponding supplement/amendment to the contract confirming the new electricity price for the new sale period. In case the parties do not sign such supplement/amendment to the contract while the proposal is valid, the proposal shall cease to be valid and the contract shall terminate according to the procedure determined therein.


The contract of indefinite duration may be terminated if one of the parties informs the other party about such decision in written at least 30 days in advance or on the grounds specified in the contract and/or Special legal acts.


Fixed term contract may be terminated before the end of the sale period only by mutual agreement of the parties or on the grounds specified in the contract and/or Special legal acts. In addition to the grounds specified in the Special legal acts the vendor has a right to terminate the contract before the end of the sale period unilaterally, without going to court, by giving a written notice to the purchaser 30 (thirty) days in advance if the purchaser fundamentally breaches the contract (e.g. the purchaser does not pay the amounts due on time or does not pay them fully and does not remedy such situation within 10 working days from the receipt of the written vendor’s notice regarding the amounts unpaid; the purchaser delays payments for more than 7 calendar days at least twice in a twelve-month period; the purchaser begins the activities of an independent electricity supplier; the purchaser buys electricity for the subjects from any other electricity supplier without prior written approval of the vendor; bankruptcy, restructuring and liquidation proceedings have been initiated against the buyer). In case the contract is terminated before the end of sale period due to the fault of the purchaser (including termination of the contract due to fundamental breach of the contract by the purchaser, termination of the contract at the initiative of the purchaser, etc.), the purchaser must pay a contract termination fee.

The price of electricity supplied by the independent supplier is one of the components of the final price that the consumer pays for the electricity consumed. The consumer also must pay ESO for electricity transmission (transmission, distribution, PIS, system services), excise duty and value added tax.

PIS refers to public interest services that are provided in order to implement the strategic goals of the state regarding energy, economic and environmental protection policy in the energy sector and to ensure the implementation of the public interest. PIS is collected by distribution grid operator ESO from the consumers connected to the distribution grid, and by transmission system operator LITGRID from the consumers connected to the transmission grid.

The responsibility for the distribution grid lies with ESO, and for the transmission system with LITGRID, therefore, the quality of electricity, energy transmission and energy distribution are not subjects of the contract with an independent supplier. In case of malfunction in energy supply, energy distribution grid operator ESO should be contacted by telephone number 1852 for registration of malfunctions. For other queries, client service telephone number is 1802.

Balancing refers to the supplier’s responsibility for forecasting the consumption of the customers in its portfolio. It includes financial liability to transmission system operator LITGRID for inaccuracies in the forecast. Usually the suppliers include balancing service in the price and there are no extra fees for it. In case it is not included in the price, it should be clearly stated in the proposal. When selling electricity to the final consumer, Enefit includes balancing costs in the price proposed, therefore, there are no extra fees for it.

If the dispute cannot be resolved by mutual agreement of the parties, the dispute shall be resolved in accordance with the procedures determined by the legal acts of the Republic of Lithuania. For more information on dispute resolution, visit: http://www.regula.lt/Puslapiai/vartotojams/vartotoju-teisiu-apsauga.aspx

Clients’ appeal procedure


1. Definitions

Appeal: a notice, request or complaint submitted by the claimant. Claimant: natural or legal person that submits an appeal.


2. Submission and admission of appeals

2.1. An appeal shall be submitted in free from electronically on the webpage www.enefit.lt or by e-mail to info@enefit.lt, or by post to Konstitucijos pr. 7, 09308 Vilnius, or by fax to +370 5 273 0772.

2.2. An appeal shall be submitted only in Lithuanian or English.

2.3. In the appeal the claimant must indicate/provide:

  • Name, surname, name of the company (in case the appeal is submitted by legal person) and authorization if the appeal is submitted by another person than the general manager of the company.
  • The date of the appeal.
  • E-mail address to be used for the response and contact details, i.e. telephone number.
  • Describe the essence of the appeal and attach related documents.

3. Responding to appeals

3.1. The term of processing an appeal starts from the receipt of an appeal.

3.2. The employee who processes the appeal may contact the claimant for further information.


4. Processing of appeals

4.1. An appeal shall be processed, and response shall be presented to the claimant within 30 days from the receipt of the appeal.

4.2. The response shall be presented in Lithuanian or English according to the language in which the appeal was submitted.

The newest information about applicable tariffs and payments for the electricity supplied in a calendar year, also comparisons with a corresponding period of previous year or electricity consumption of the average consumer of the same group can be found out by contacting us by telephone (+37052619141) or e-mail energija@enefit.lt.

In accordance to the Description of the Public Information Procedure (27.12.2013, No. O3-76) approved by The National Control Commission for Prices and Energy, Enefit UAB provides mandatory public information corresponding to the articles of the Description:

  • Article 6. The average wage of the members of the management bodies is 46.08 EUR. No other benefits are provided for.
  • Article 7.8. Enefit UAB does not provide maintenance services.

The Lithuanian National Consumer Federation has published memoranda that provide clear and comprehensive information to the consumer on various issues regarding electricity and heat:

Memorandum for consumers of electricity »

Memorandum for consumers of electricity »

AMemorandum for consumers of electricity »

Natural gas

Switching the supplier does not cost anything to the customer and does not create additional administrative work. Once you make a contract with a new supplier you will only have to inform the former supplier about this and present the consumption data for the last month. The new supplier, in turn, informs the distribution system operator AB ESO. It is important to ensure than the contract with the new supplier company is signed and ESO and the former supplier company are informed about this no later than 3 (three) weeks prior to the beginning of supply. The supply begins from the 1st day of the month.


Thus, if you want to switch the supplier from the beginning of the next year, the contract must be signed no later than the 10th of December.

By signing the contract, the vendor commits to supplying natural gas and the purchaser commits to buying it throughout the sale period. Throughout the sale period natural gas is supplied at the price specified in the Special Terms of the contract.


The vendor may make a proposal to the purchaser to prolong the contract for a new sale period at a new price specified in the proposal. The proposal made by the vendor will be valid for the term specified in it, during which the parties must sign a corresponding supplement/amendment to the contract confirming the new natural gas price for the new sale period. In case the parties do no sign such supplement/amendment to the contract while the proposal is valid, the proposal shall cease to be valid and the contract shall terminate according to the procedure determined therein.


Termination provisions may vary depending on the product selected. Usually the contracts made are fixed-term contracts or contracts of indefinite duration.


The contract of indefinite duration may be terminated if one of the parties informs the other party about such decision in written at least 30 days in advance or on the grounds specified in the contract and/or Special legal acts.


Vulnerable consumers: household users.


Fixed term contract may be terminated before the end of the sale period only by mutual agreement of the parties or on the grounds specified in the contract and/or Special legal acts. In addition to the grounds specified in the Special legal acts the vendor has a right to terminate the contract before the end of the sale period unilaterally, without going to court, by giving a written notice to the purchaser 30 (thirty) days in advance if the purchaser fundamentally breaches the contract (e.g. the purchaser does not pay the amounts due on time or does not pay them fully and does not remedy such situation within 10 working days from the receipt of the written vendor’s notice regarding the amounts unpaid; the purchaser delays payments for more than 7 calendar days at least twice in a twelve-month period; bankruptcy, restructuring and liquidation proceedings have been initiated against the buyer). In case the contract is terminated before the end of sale period due to the fault of the purchaser (including termination of the contract due to fundamental breach of the contract by the purchaser, termination of the contract at the initiative of the purchaser, etc.), the purchaser must pay a contract termination fee and a capacity reservation fee.

No, we have made contracts with distribution system operator ESO and transmission system operator Amber Grid. The bill for distribution and transmission services will also be issued by us and the payments received for these services will be transferred to the system operators.


You will receive one bill for natural gas, distribution and transmission services, and fees related to natural gas.

You will pay for natural gas according to the bill issued by us. The bill will be issued according to the non-daily accounting data declared by you and the daily accounting data provided by ESO.


The bill for the amount of gas supplied during the reporting period shall be sent to the e-mail address of the Purchaser specified in the provisions of the contract prior to the 10th calendar day of the month that follows the reporting month. In case the Purchaser does not receive the bill from the Vendor until the 15th calendar day, he shall inform the Vendor immediately. In case the Purchaser does not inform the Vendor until the 16th calendar day that he has not received the bill, it is considered that the bill has been received on time and the Purchaser has no claims regarding the data in the bill.


If the Purchaser does not agree with the bill issued by the Vendor, the Purchaser shall inform the Vendor about this in written no later than within 3 working days from the receipt of the bill and shall indicate the reasons for objections. The Vendor shall process the notice of the Purchaser and inform the Purchaser about the results of the inspection performed within 10 days from the receipt of the notice.

The bill for natural gas has many components but it is not necessary to compare them all. The fees for transmission system services (transmission capacity, consumption capacity, transmission fee, LNGT component) and distribution system services will be the same regardless of which supplier you select. These fees are determined by the National Energy Regulatory Council VERT.


Once you have received proposals from the suppliers, you should compare natural gas selling price, however, it is important to ensure that you are comparing the same products for the same period, i.e. a fixed price for a year with a fixed price, an exchange price margin with an exchange price margin, etc. If you have any questions, do not hesitate to contact our sales managers who will help you to compare prices.


In addition, do not forget to consider other provisions of the contract, especially, whether there are any charges for unused or excess gas and what are such charges. In case of high penalty charges, you might overpay even if lower gas price is proposed.

The newest information about applicable tariffs and payments for the natural gas supplied, also comparisons with a corresponding period of previous year can be found out by contacting us by telephone (+37052619141) or e-mail energija@enefit.lt.


The newest information on natural gas distribution and transmission tariffs, price structure and conditions of connection to systems and grids, data about system and grid exploitation, modernization, development, actual and planned investments into development of grids and systems, and maintenance services provided can be found on the websites of energy distribution operator AB ESO and AB Amber Grid:

Distribution system operator »

Yes, the entry capacity fee is included in the gas selling price.

This procedure is determined by legal acts. If, at the end of the year for which consumption capacity was determined, it appears that actual amount of natural gas has exceeded the determined consumption capacity, the consumption capacity shall be adjusted and the additional component payments for the year shall be recalculated applying the adjusted consumption capacity.


More information can be found here.

At the request of the Purchaser, information on the prices, quality and composition of natural gas and services provided shall be presented by the Vendor via e-mail or telephone.


Gas quality parameters at the system entry point (transmission system or other system exit point) are determined by the operator of the gas system to which the Operator's system entry point is connected.


The composition and quality of the gas supplied by the Vendor must comply with the quality requirements determined by the legal acts of the Republic of Lithuania

The quality of natural gas transmission and distribution shall be ensured by system operators. Energy distribution operator ESO is responsible for distribution grid and Amber Grid is responsible for transmission system. In case of malfunction in energy supply, distribution system operator ESO should be contacted by telephone number 1852 for registration of malfunctions. Gas Emergency Service telephone number is 1804.

In accordance to the Description of the Public Information Procedure (27.12.2013, No. O3-76) approved by The National Control Commission for Prices and Energy, Enefit UAB provides mandatory public information corresponding to the articles of the Description:


  • Article 6. The average wage for the members of the management bodies is not determined. No other benefits are provided for.

  • Article 7.8. Enefit UAB does not provide maintenance services.

Clients’ appeal procedure


1. Definitions

Appeal: a notice, request or complaint submitted by the claimant.

Claimant: natural or legal person that submits an appeal.


2. Submission and admission of appeals

2.1. An appeal shall be submitted in free from electronically on the webpage www.enefit.lt or by e-mail to energija@enefit.lt, or by post to Konstitucijos pr. 7, 09308 Vilnius.

2.2. An appeal shall be submitted only in Lithuanian and/or English.

2.3. In the appeal the claimant must indicate/provide:

  • Name, surname, name of the company (in case the appeal is submitted by legal person) and authorization if the appeal is submitted by another person than the general manager of the company.

  • The date of the appeal.

  • E-mail address to be used for the response and contact details, i.e. telephone number.

  • Describe the essence of the appeal and attach related documents.

3. Processing of appeals

3.1. The term of processing an appeal starts from the receipt of an appeal.

3.2. The employee who processes the appeal may contact the claimant for further information.


4. Responding to appeals

4.1. An appeal shall be processed, and response shall be presented to the claimant within 30 days from the receipt of the appeal.

4.2. The response shall be presented in Lithuanian or English according to the language in which the appeal was submitted.

If the dispute cannot be resolved by mutual agreement of the parties, the dispute shall be resolved in accordance with the procedures determined by the legal acts of the Republic of Lithuania. More information on dispute resolution »