• Contract and switch of supplier
    • Switch of supplier

      • How can I switch my Gas supplier?

        To switch Gas supplier, you will need to sign a new Supply Contract. 

        Tip: You can sign a new Supply Contract in the following ways: 

        • Via eContract by clicking here 
        • By calling us at 18340 or 2112118340 (option 1)
        • Via the Enerwave store network that you will find here
        • Via the network of authorized partners that you will find here
         

      • What are the supporting documents needed to enter into a new Gas Contract with you?

        Here are the supporting documents you will need: 

        • Copy of your Identity Card or Passport
        • Last bill from a previous supplier or a Connection Contract with the Gas Distribution Company Network for a new installation
        • Finalized Lease Agreement via Taxisnet or proof of ownership
        • Authorisation Statement to the Gas Distribution Company
        • Solemn Declaration on non-existence of debts
        • Photo of meter

        Tip: You can easily and quickly make your application by clicking here
         

      • Is there an extra charge for switching supplier?

        No, there is no charge for switching the Supplier.
         

      • What is the amount of the deposit I have to pay?

        The amount of the guarantee deposit is set equal to the estimated Consumption Bill for the thirty (30) day supply and is charged in 2 equal instalments on the first 2 bills. The minimum guarantee deposit is 50€ for residential supplies and 100€ for business supplies.

        Tip: By activating a standing order (via bank account or credit/debit card), the amount of the guarantee deposit is credited to the next bill.
         

      • What is the Electronic Delivery Point Identification Code (EDPIC)?

        The Electronic Delivery Point Identification Code (EDPIC) consists of fourteen (14) characters and is unique for each Delivery Point of the Distribution Network. 
        The EDPIC shall be determined by the Distribution Network Operator and included in the Connection Contract with the responsible Gas Distribution Company.

         

      • What is the timeframe for completing the process?

        The process of switching the Supplier is usually completed within 2 weeks from the date of submission of the request, on the respective platform of the relevant Distribution Network Operator (Gas Distribution Company).
         
    • Reconnection of Supply

      • What is the reconnection process?

        In order to reconnect the supply, you will need to submit a new Supply Contract.

        Tip: You can sign a new Supply Contract in the following ways: 

        • Via eContract by clicking here 
        • By calling us at 18340 or 2112118340 (option 1)
        • Via the Enerwave store network that you will find here
        • Via the network of authorized partners that you will find here
         

      • What supporting documents are needed?

        Here are the supporting documents you will need: 

        • Copy of your Identity Card or Passport
        • Last bill from a previous supplier or a Connection Contract with the Gas Distribution Company Network for a new installation
        • Finalized Lease Agreement via Taxisnet or proof of ownership
        • Authorisation Statement to the Gas Distribution Company
        • Solemn Declaration on non-existence of debts
        • Certificate of Durability & Waterproofing (if there is no gas supply for more than one year)
        • Solemn Declaration of non-alteration of the internal gas installation

        Tip: You can easily and quickly make your application by clicking here
    • First Gas Supply Connection

      • What supporting documents are needed?

        Here are the supporting documents you will need: 

        • Copy of your Identity Card or Passport
        • Contract of connection with the Gas Distribution Company Network 
        • Finalized Lease Agreement via Taxisnet or proof of ownership
        • Authorisation Statement to the Gas Distribution Company

        Tip: You can easily and quickly make your application by clicking here

      • Can the new contract be made by another person, upon authorization?

        Yes, the new contract can be made with a third party, provided that they provide us with the necessary supporting documents and a certified authorization.
         

      • Where can I go to sign a new supply contract?

        You can sign a new supply contract in the following ways: 

        • Via eContract by clicking here 
        • By calling us at 18340 or 2112118340 (option 1)
        • Via the Enerwave store network that you will find here
        • Via the network of authorized partners that you will find here
         

      • What is the amount of the deposit I have to pay?

        The amount of the guarantee deposit is set equal to the estimated Consumption Bill for the thirty (30) day supply and is charged in 2 equal instalments on the first 2 bills. The minimum guarantee deposit is 50€ for residential supplies and 100€ for business supplies.

        Tip: By activating a standing order (via bank account or credit/debit card), the amount of the guarantee deposit is credited to the next bill.
         
    • Interruption of Supply

      • What supporting documents are needed?

        You can submit a request for gas supply termination in the following ways: 
        • Online via Live Chat 
        • By calling us at 18340 or 2112118340 (option 2)
        • Via the Enerwave store network that you will find here
        Alternatively, you can download the authorisation form for the gas supply termination here and forward it by email to customercare@enerwave.gr.

      • Will my deposit be refunded?

        The amount of the guarantee deposit shall be credited to the final consumption Bill.
        In the case of an active standing order, the guarantee deposit has already been credited to the bill following the activation of the standing order.
         

      • What is included in the Final bill I will receive after the termination?

        The Final Bill is an Actual Bill, which invoices you until the end of Enerwave's representation of your supply. The amount of the deposit paid by you at the beginning of the representation by Enerwave will be refunded with the final bill.
         

      • Can the Final Bill be sent to a different address?

        Yes, the Final Bill can be sent to the address you provide with termination request on the Authorization Form for the Termination of the Gas Supply.

        Tip: You can request the termination of the gas supply in the following ways.

        • By calling us at 18340 or 2112118340 (option 2)
        • Via the Enerwave store network that you will find here
        Alternatively, you can download the authorization form for the gas supply termination and forward it by email to customercare@enerwave.gr.

      • Can the request for a electricity supply termination be made by a third party?

        Yes, the termination request can be made with a third party, provided that they provide us with the necessary supporting documents and a certified authorization.

        If the supply holder is not alive, the following supporting documents will be required:

        • Registration of death certificate
        • Certificate of non-publication of a last will
        • Certificate of next of kin
        • Copy of the applicant's identity card (on the side of the closest relatives)
        • Solemn statements of the closest relatives to the applicant

      • Whom can I contact for the Contract termination?

        You can submit a request for gas supply termination in the following ways: 

        • By calling us at 18340 or 2112118340 (option 2)
        • Via the Enerwave store network that you will find here

        Alternatively, you can download the authorization form for the gas supply termination here and forward it by email to customercare@enerwave.gr.
    • Withdrawal

      • What is the period during which I can withdraw?

        You have the right to withdraw within 14 calendar days from the date of signing the Contract, without any financial charge.
         

      • What is the withdrawal procedure?

        In order to submit a withdrawal request, please:
        - Download the withdrawal form by clicking here 
        - Complete, sign and forward the relevant form by email to customercare@enerwave.gr
    • Contract renewal

      • What happens when my contract expires?

        The contract, according to the terms, is automatically renewed at its expiry for an additional year on the corresponding commercially available product.
         

      • Where can I go to renew my Contract?

        You can contact us via the contact form, by selecting Offer for Existing Customer by clicking here.
         
  • Bills and charges
    • Bills

      • What are the bill types and when do I receive them?

        Enerwave issues monthly bills, therefore you will receive a bill every month.

        The types of bills are as follows:

        - Estimated: It reflects and charges the estimated consumption of the supply.
        - Actual: It reflects and charges the actual consumption of the supply based on the consumption reading notified to us by the responsible distribution network operator (Hellenic Gas Distribution Company)
        - Final: It is the final Actual Bill, which is issued on the basis of the final reading notified to us by the Hellenic Gas Distribution Company and terminates the representation.

      • Why am I receiving consecutive Estimated bills?

        Estimated bills are issued on the basis of estimated consumption, if the competent distribution network operator (Hellenic Gas Distribution Company) has not provided us with a consumption reading for your meter.
         

      • I lost my bill. How can I get a copy?

        You can find a copy of your bill in the following ways:
        • Via myEnerwave 
        • Via Live Chat

      • How do I receive my Enerwave Bill?

        You can receive your monthly bill:  
        - Electronically via email 
        - By post in paper form

        Tip: Log in to myEnerwave and take full control of your bill.

      • How is the on Estimated bill calculated?

        The Estimated bill reflects and charges the estimated consumption of your supply. The estimation of gas consumption is based on the standard profile of each supply. The standard profile of each supplier is communicated to our company through a register file by the Gas Distribution Network Operator.
         

      • How is the Actual Bill calculated?

        The Actual Bill reflects and charges the actual consumption of the supply based on the official measurements received from the Gas Distribution Network Operator for the clearing period. The Actual Bill is credited with the charges for the quantities charged to the estimated bills (based on estimated consumption) for the same period of time.
         

      • The Estimated bill I received from is higher than usual. What should I do?

        The Estimated bill reflects and charges the estimated consumption of your supply. The estimation of gas consumption is based on the standard profile of each supply, which is communicated to our company through a register file by the Gas Distribution Network Operator.

        You can arrange the payment the amount due in the following ways:

        • By calling 2112118340 , option 9
        • Via the Contact Form here

      • The Actual Bill I received is higher than usual. What should I do?

        The Actual Bill reflects and charges the actual consumption of the supply based on the official measurements received from the Gas Distribution Network Operator for the clearing period.
        If the bill is much higher, you will need to check the reading on your meter.

        If you think that the current reading is not consistent with the bill or does not correspond to your consumption (in case of a failure), you will need to contact the Gas Distribution Network Operator:

        • Region of Attica: 11322 ή 800 111 330
        • Region of Thessaloniki & Thessaly: 10302 ή 800 11 87878
        • Rest of Greece: 11711

      • How many bills will I receive from Enerwave?

        Enerwave issues monthly bills, therefore you will receive a bill every month.
         
    • Breakdown of Bill Charges

      • What charges are included in my bill?

        The electricity bill includes the following categories of charges:
        • Supply Charges 
        • Regulated Charges*
        • Miscellaneous Charges, Taxes & Duties*

        *Determined by State Decisions and charged compulsorily by each Natural Gas Supplier.

      • What are Supply Charges?

        The Supply Charges include the cost and other expenses of Enerwave for the supply of the natural gas consumed by each supply.
         

      • What are Regulated Charges?

        The Regulated Charges are imposed on all consumers regardless of the supplier, as they are provided for by the current regulatory framework and relate to charges attributed to the relevant operators for the Transmission and Distribution Network. 
         

      • What are Miscellaneous Charges (Taxes & Duties)?

        Miscellaneous Charges include taxes and duties imposed on natural gas under applicable legislation. 

        The charges included are the following:

        •Compensatory Fee in favour of RAE
        • Supply Security Fee (SSF)
        • Excise Duty (ED)
        • Special Duty 0.5%
        • VAT.

      • Why am I paying again for the consumption of the estimated bills with the Actual Bill?

        The Actual Bill invoices you for the entire clearing period, based on the consumption reading notified to us by the Natural Gas Distribution Network Operator (Hellenic Gas Distribution Company) for your supply. The Actual Bill is credited with the charges for the quantities charged to the estimated bills (based on estimated consumption) for the same period of time.
         

      • What is the Interest on arrears?

        Interest on arrears is charged on bills that are overdue. The interest is charged on the total value of the bill and is subject to a proportional stamp duty.
         
    • Metering readings

      • What can I do if no metering takes place and I receive consecutive Estimated Bills?

        In the event that metering is not carried out, you can notify the consumption readings directly to the responsible Network Operator (Hellenic Gas Distribution Company):

        • Region of Attica: 11322 ή 800 111 330
        • Region of Thessaloniki & Thessaly: 10302 ή 800 11 87878
        • Rest of Greece: 11711

      • How will I be charged if there is no metering?

        In the event that no metering is carried out, an Estimated Bill will be issued with the estimated consumption. The estimation of gas consumption is based on the standard profile of each supply, which is communicated to our company through a register file by the Gas Distribution Network Operator.
         

      • How can I provide my meter reading for the issuance of an Actual Bill?

        You can give the consumption reading to the relevant network operator (Hellenic Gas Distribution Company):

        • Region of Attica: 11322 ή 800 111 330
        • Region of Thessaloniki & Thessaly: 10302 ή 800 11 87878
        • Rest of Greece: 11711

      • I believe my meter is not recording correctly. How can I check it?

        In the event of a failure, the Responsible Distribution Network Operator (Hellenic Gas Distribution Company) is responsible for checking your meter:

        • Region of Attica: 11322 ή 800 111 330
        • Region of Thessaloniki & Thessaly: 10302 ή 800 11 87878
        • Rest of Greece: 11711

      • Whom can I contact for metering issues?

        The metering of natural gas consumption is the responsibility of the Competent Distribution Network Operator (Hellenic Gas Distribution Company):

        • Region of Attica: 11322 ή 800 111 330
        • Region of Thessaloniki & Thessaly: 10302 ή 800 11 87878
        • Rest of Greece: 11711
  • Payments and debt arrangements
    • Payment methods

      • How can I pay my bill?

        Enerwave offers you different payment methods for your convenience. To find out more click here. 
         

      • I have activated a standing bank order, but on the last bill there is an outstanding amount. What has happened?

        Any unpaid balance indicates that the transaction through the standing order was not successfully completed. In the event that there was an available amount in the bank account for the amount due on the date of the transaction, you will need to contact the your bank.
         

      • I entered a higher payment amount than due. What will happen?

        The extra amount will appear as a credit balance in your accounting tab and will be offset against your next consumption bill.
         
    • Debt arrangements

      • How can I arrange my debts?

        In order to proceed to debt arrangement you will need to contact us in the following ways:
        • By calling 2112118340 , option 9
        • Via the Contact Form

      • How can I arrange my Final Bill debt?

        In order to proceed to debt arrangement you will need to contact us in the following ways:
        • By calling 2112118340 , option 9
        • Via the Contact Form

      • The gas supply has been terminated due to a debt. What should I do?

        To restore the gas supply and reconnect the supply, you will need to:
        1. Make a full payment
        2. Call 2112118340 , option 9, indicating the transaction details

        Alternatively, you can request a debt arrangement and payment in instalments.
  • Useful forms
    • Documents & Information

      • What are the Forms that could be useful to me?

        • For the Consumption Bill Contestation Form, click here
        • For the Consumption Data Information Form, click here
        • For the Requests and Complaints Form, click here
        • For the Authorisation Form for the Termination of Meter Representation, click here
        • For the Natural Gas Withdrawal Form, click here
  • Network faults and issues
    • Gas failures & outages

      • Whom can I contact for failures or technical issues?

        In case of failure or leakage, you can contact the Responsible Distribution Network Operator:

        • For Gas Distribution Network Operator Enaon EDA call at 8001187878.
        • For Gas Distribution Network Operator HENGAS call at 11343 or 8005002140 or 2311990199 or 2311990100.

      • How can I find out about planned gas supply disruptions in my area?

        In order to be informed about planned gas supply interruptions you will need to contact the Distribution Network Operator:


  • General Information
    • TTF

      • What is TTF?

        The TTF (Title Transfer Facility) is a virtual point
        for gas trading/transactions in the Netherlands, i.e. a platform on which
        financial gas transactions are carried out, with access to a large number of
        participants. The TTF is Europe's largest gas hub based on transactions volume.
        Enerwave uses, as a TTF indicator in its products, the arithmetic average value
        of the supply and demand prices for natural gas, for delivery in the month of invoicing to the TTF, in
        EUR/kWh for each transaction day, in which the billing month is the subject of
        trade as "Front Month", as published by ICIS Heren in "European Spot Gas Markets"
        under the title "TTF Price Assessment".