Answers to the most common questions about electricity and natural gas supply, contracts, prices and consumer rights. Cannot find what you need? Write to info@operator.in.ua.
Contract and connection
How do I sign an electricity supply contract?
Send a request to info@operator.in.ua with the company details, a list of metering points (EIC codes) and annual consumption volumes. We will prepare an individual commercial offer. After approval, the contract is signed (an application of accession with company details) together with an annex of volumes. See the step-by-step checklist.
Which documents does a legal entity need?
An application of accession to the public contract, company details, a list of metering points with EIC codes, expected consumption volumes and the signatory details. Standard forms are on the documents page.
Can I change my supplier without penalties?
Yes. A consumer may change the supplier without penalties. To make the switch on time, we recommend notifying the current supplier at least 21 days before the new supply starts.
Do you supply natural gas?
Yes, the company holds NEURC licences No. 103 (electricity) and No. 55 (natural gas). For non-household consumers the gas price is agreed individually and depends on volumes and payment terms. Indicative market prices are on the gas prices page.
Prices and tariffs
What does the electricity price consist of?
The cost of electricity itself (day-ahead market and bilateral contracts), the transmission tariff (Ukrenergo), the distribution tariff (set for each distribution system operator), the supply fee and, if applicable, imbalance costs. 20% VAT is added to the final amount.
What is the day-ahead market (DAM)?
An organised market segment where electricity is bought and sold for the next day at hourly prices. Results are published daily by the market operator at oree.com.ua. See also our market news.
Why can the price change during the contract?
If the contract links the price to market prices, it may change. The supplier notifies the consumer in advance; if you disagree you may terminate the contract and change the supplier without penalties.
Where can I find distribution tariffs for my region?
The Ukrainian page of electricity supply terms contains a table of tariffs of all distribution system operators. The official list is also available on the NEURC website.
What is an imbalance?
The difference between the declared (forecast) and actual consumption. Imbalances are paid under market rules, so accurate forecasting matters.
Metering, payment and complaints
How do I get my consumption data?
Commercial metering data is provided by the distribution system operator the facility is connected to, including through the automated commercial metering system. Data is also available in the personal account on our website.
How and when do I pay?
Payment terms are set in the contract and commercial offer. Invoices are issued based on actual metering data. For questions call +38 (044) 232-52-50 or write to info@operator.in.ua.
Where can I complain if my rights are violated?
Contact us first — we will review the complaint within the statutory time limits. If the issue is not resolved, you may apply to NEURC (consumer hotline 044-204-70-72).