Customer Information
Energy Label
Vienna Energy label 2019
Vienna Energy label 2020
Vienna Energy label 2021
Vienna Energy label 2022
Vienna Energy label 2023
Vienna Energy label 2024
Vienna Energy label 2025
Electricity Consumer Rights:
• The right to access electricity and natural gas networks;
• The right to consume electricity and natural gas;
• The right to choose their electricity and natural gas supplier without paying any fee for changing it;
• The right to be informed about the general contracting conditions, applicable prices and tariffs, scheduled interruptions in the supply of natural gas, etc.;
• The right to request the supplier to modify and complete the supply contract and its annexes when new elements arise or when it is considered necessary to detail or complete some contractual clauses;
• The right to access measurement groups and systems;
• The right to request the supplier to take measures to remedy faults and disturbances in the electricity and natural gas networks;
• The right to be compensated for damages caused by the supplier.
Electricity and Natural Gas Consumer Obligations:
• The obligation to pay for the consumed electricity and natural gas;
• The obligation to pay penalties in case of non-compliance with the supply contract, subsequent sanctions may consist of temporary suspension of supply or termination of the supply contract;
• The obligation not to sell the purchased electricity and natural gas;
• The obligation to be responsible for damages caused to the supplier;
• The obligation to obtain all legal approvals prior to making any modifications to the electricity or natural gas usage installation;
• The obligation to immediately inform the supplier upon finding any malfunction in the operation of the measuring device/system or the electricity or natural gas usage installation;
• The obligation of the electricity consumer with an installed power of at least 1,000 kVA to present hourly consumption forecasts to the supplier with whom they have contractual relations.
By law, you have the right to be informed in your relationship with Vienna Energy Forța Naturală.
You have the right to request and receive, free of charge, before signing the supply contract, a copy of it and the standard conditions for providing the service, if applicable.
Before signing the supply contract, Vienna Energy Forța Naturală is obliged to provide you, in writing, with the following information:
• The steps and documents necessary to conclude a supply contract;
• The types of offers you can choose from, if applicable;
• The contract corresponding to the chosen offer, if applicable;
• The practiced prices and tariffs.
Check before signing if the received contract includes at least the following information:
• The identity and address of the supplier;
• The provided service, the quality levels of the offered service and continuity of supply, as well as the start date of the contract execution;
• The applicable price/tariff;
• The duration of the contract, the conditions for renewal/extension of the contract and temporary interruption of electricity/natural gas supply, the right to unilaterally terminate the contract;
• The compensations/indemnities and the applicable reimbursement method in case of non-compliance with the quality levels of the service provided by the contract, if applicable;
• The penalties you must pay if you do not comply with the contractual provisions.
Your supplier, Vienna Energy Forța Naturală, is obliged to provide you, upon request, with a printed extract of the procedure for registering, investigating, and resolving complaints received from consumers.
Your supplier, Vienna Energy Forța Naturală, is obliged to inform you about any changes in prices, billing methods, collection methods, or other contract conditions, directly and in a timely manner, in a transparent and easy-to-understand way.
If you do not agree with the announced changes, you have the right to terminate the contract without paying compensation, respecting the contractual and legal provisions in force.
In case of pre-contractual misunderstandings and the parties do not reach an agreement, according to ANRE Order no. 35/2013 for the approval of procedures regarding the resolution/mediation of misunderstandings arising at the conclusion of contracts in the energy field, the parties can address ANRE to initiate the resolution process at the authority level.
For the resolution of disputes arising during the execution of contracts, if the parties do not reach an agreement, they can address ANRE for resolution, in accordance with ANRE Order no. 61/2013 for the approval of the Regulation regarding the organization and functioning of the commission for the resolution of disputes on the wholesale and retail market arising between participants in the electricity and natural gas market.
Stage 1
The process of changing the supplier can only be initiated after the final customer has chosen the new supplier. The supplier can be any of the licensed economic operators on the territory of Romania, this service not being limited to a specific geographical service area.
Stage 2
To conclude the new electricity supply contract, the final customer is required to provide the new supplier with at least the following information: the address of the consumption location, the name of the current supplier, the unique identification code of the measurement point(s) listed on the electricity bill, the value of the overdue and unpaid bills up to the notification date, related to the supplied electricity and network services, if applicable, as well as information regarding the absorbed powers/quantities of electricity for which the supply of electricity must be ensured and, if applicable, other documents provided in the current regulations.
Stage 3
After the final customer and the new supplier agree on the contractual clauses, including the electricity price, they conclude the electricity supply contract. The electricity supply contract concluded with the new supplier takes effect from the date of termination of the contract concluded with the current supplier.
Stage 4
The final electricity customer is required to notify the current supplier of the termination of the supply contract at least 21 days in advance.
Stage 5
At the request of the final customer and based on the electricity supply contract concluded with the final customer, the new supplier is required to take the necessary steps to conclude the contract(s) to ensure the network service(s).
For household customers and small non-household customers, it is not mandatory for the meter to be read by the network operator (OR) on the day the supplier is changed, allowing the final customer’s self-read index to be taken over. If the OR has suspicions regarding the correctness of the index communicated by the final customer or if the customer has not transmitted the self-read index, then the OR determines the measured value corresponding to the moment of change by reading, and if this is not possible, by estimating the consumption based on the consumption history or the consumption agreement concluded by the respective final customer.
Transport tariffs, system services, and electricity distribution
Transport tariffs, system services, and electricity distribution
Quality Performance Indicators
To report any disturbances in the electricity supply or breakdowns in the distribution network, you can contact directly, at the phone number indicated below, the Distribution Operator who has exclusive responsibility for the network in the area where the consumption location is:
MUNTENIA (Bucharest, Ilfov, Giurgiu counties)
Distribution operator: RETELE ELECTRICE ROMÂNIA S.A. 0800.070.888
BANAT (Arad, Caraș-Severin, Hunedoara, Timiș counties)
Distribution operator: RETELE ELECTRICE S.A. 0800.070.444
DOBROGEA (Călărași, Constanța, Ialomița, Tulcea counties)
Distribution operator: RETELE ELECTRICE ROMÂNIA S.A. 0800.070.555
MOLDOVA (Bacău, Botoșani, Iași, Neamț, Suceava, Vaslui counties)
Distribution operator: DELGAZ S.A. 0800.800.929
OLTENIA (Argeș, Dolj, Gorj, Mehedinți, Olt, Teleorman, Vâlcea counties)
Distribution operator: DISTRIBUȚIE ENERGIE OLTENIA S.A. 0800.500.000
MUNTENIA NORD (Galați, Brăila, Buzău, Dâmbovița, Prahova, Vrancea counties)
Distribution operator: DEER MUNTENIA NORD S.A. 0800.500.205
TRANSILVANIA SUD (Alba, Brașov, Covasna, Harghita, Mureș, Sibiu counties)
Distribution operator: SDEE TRANSILVANIA SUD S.A. 0800.500.929
TRANSILVANIA NORD (Bihor, Sălaj, Bistrița-Năsăud, Cluj, Maramureș, Satu Mare counties)
Distribution operator: SDEE TRANSILVANIA NORD S.A. 0800.400.929
Useful links
National Energy Regulatory Authority (ANRE)
www.anre.ro
POSF – Online Supplier Change Platform
www.posf.ro
Transelectrica S.A. (The electricity transmission and system operator in Romania)
www.transelectrica.ro
OPCOM S.A. (The electricity and natural gas market operator in Romania)
www.opcom.ro
REȚELE ELECTRICE ROMÂNIA S.A. (Distributor for Muntenia, Dobrogea, and Banat)
www.reteleelectrice.ro
DISTRIBUȚIE OLTENIA S.A. (Distributor for Oltenia)
www.distributieoltenia.ro/ro
DELGAZ GRID S.A. (Distributor for Moldova)
www.delgaz.ro
DISTRIBUȚIE ENERGIE ELECTRICĂ ROMÂNIA S.A. (Distribution networks for several regions in the country)
www.distributie-energie.ro