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    Consumers

        • The following information is presented in the attached Charts for each of the years 2016 to 2021 (in €c/kWh):
          • Network fees for consumers connected to the Low Voltage (includes the Use of Transmission System Tariff, Use of Distribution System Tariff Medium Voltage, Use of Distribution System Tariff Low Voltage, Tariff for the provision of Ancillary Services and long-term reserve, Tariff for the recovery of expenses of the Transmission System Operator Cyprus),
          • The average price of the basic wholesale tariff (T-W) per sent out unit.
          • The average price of the basic residential tariff (Single Rate Domestic Use Tariff -Code 01). 
          • The Allowed Revenues of EAC per kWh sold.
          It is noted that in 2017 the revised regulated electricity tariffs of EAC, which are based on the Statement on Regulatory Practice and Methodology of Electricity Tariffs (Regulatory Decision No. 02/2015, Reg. 208/2015) have been applied.
        • CERA, with Decision 160/2017, has approved the content of the new invoice of EAC Supply. The new invoice shows the various charges imposed by regulated activities on consumers. The new information can help consumers make better decisions about their consumption patterns and will help them choose supplier.

          The new invoice shows the following charges:
          • Energy variable cost: It corresponds to the generation cost of electricity consumed.
          • Network use: It corresponds to the cost for the use of the transmission and distribution system and the charge for the Transmission System Operator of Cyprus (TSOC).
          • Ancillary services: It corresponds to the cost of safe and uninterrupted operation of the power system.
          • Metering: It corresponds to the cost of meter reading.
          • Supply of electricity: It corresponds to the cost of management services provided by the Electricity Supplier to its customers (invoicing, etc.).
          • Cost of Fuel Adjustment: An adjustment for the cost related to fossil fuel used in electricity generation.
          • Public Service Obligations: A charge by the supplier to recover the additional cost incurred in implementing the Special Household Tariff for specific categories of vulnerable consumers.
          • RES and energy saving fund: A specific charge that EAC receives and then pays to the Renewable Energy Sources and Energy Saving Fund of the Ministry of Energy, Commerce, Industry and Tourism.
          • V.A.T.: Value-Added Tax 19%.
             
          More information on electricity prices and their calculation methodology can be found in the FAQ.

          The following pie chart shows the breakdown of electricity price (at basic fuel price) to its various components, for an average household consumer with consumption of 600 kWh in December 2017. It is noted that any fuel price above 300 €/MT will adjust the invoice upwards and increase the share of energy charge, while for any fuel price below 300 €/MT the opposite will happen.
           
        • A final consumer invoice is simple, clear and provides sufficient information for consumers to be able to make decisions about consumption and choose a supplier. An invoice provides at least the following information:
           
          • The total price of electricity, and
          • The analysis of the total price in:
          1. A base price that forms the unregulated or possibly non adjustable price leg, including, also the production costs and the margin of supply so as to enable consumers to compare suppliers' offers;
          2. Network charges (including the costs of the Cyprus Transmission System Operator);
          3. Public service obligations (PSO);
          4. The cost of renewable and high efficiency cogeneration;
          5. Other costs, and
          6. Taxes.

          The following information should be made available to final consumers in a clear and comprehensible manner in their bills, contracts, transactions and receipts or accompanying the aforementioned invoicing stations:
           
          • Current actual prices and actual energy consumption;
          • Comparisons of the final consumption of the final consumer to its consumption during the same period of the previous year, preferably in the form of a chart;
          • Where possible, comparisons with a normal or exemplary end user segment of the same user category, and
          • Contact details of end consumer organizations, energy organizations or related bodies together with web site addresses from which information on available energy efficiency improvement measures, comparisons of different end-user categories and / or objective technical specifications for the Energy-saving equipment.
          • Energy efficiency tips attached to the accounts and other forms of information to final consumers.

          End-users are offered the option of electronic invoicing and pricing, and if customers ask for it, they receive clear and comprehensible explanations of how their account has been generated. Final consumers will receive all bills and energy consumption data free of charge and final consumers' access to their consumption data will also be free of charge (Energy Directive 2012/27 / EU, Article 11, paragraph 1) .

          More information on pricing can be found in the FAQ
        • According to Article 91 (1) (c) of the Electricity Market Regulation Laws consumers are entitled to change their electricity supplier in a simple and quick way, without any extra charge.

          The operator of the network in the consumer area must make the change within three weeks as it meets the terms and conditions of the initial contract (eg notice period, agreed minimum contract duration). Electricity suppliers are not allowed to impose disproportionate obligations to prevent consumers from switching suppliers. No later than six weeks after the change, the consumer will receive the final clearing account from his previous supplier.
        • Energy Sources Contribution to Total Fuel Mixture

          The revelation of the Energy Mixture is necessary in accordance with the Article 91 (1) (d) of the Electricity Market Regulation Laws. According to the law, consumers have the right to provide information from suppliers on the contribution of each energy source to the overall fuel mixture.

          According to the Cyprus Energy Regulatory Authority Decision (CERA) 1279/2015, suppliers are required to disclose the energy mixture in their consumer accounts and other informational material they distribute to consumers. By revealing the energy mixture, consumers have the ability to choose the supplier that best meets their environmental sensitivities. The period for the publication of these data commences from 1 July of year x + 1 until 30 June of year x + 2.

          In addition, suppliers should publish the environmental impacts of their electricity production to consumers.

          For more information on Vendor Mixture Revelation Methodology, visit the Cyprus Transmission System Operator (CTSO)
        • Consumers have the potential to become electricity producers (prosumers) by installing a power station connected to the grid on the roof of their home or building or in the same building block or building for non-commercial purposes and to meet heir own needs.

          For more information on government support schemes, please visit the Energy Department of the Ministry of Energy, Commerce, Industry and Tourism.
        •  
          The Cyprus Regulatory Authority for Energy (CERA) in accordance with the Natural Gas Market Law Regulation, has the responsibility to promote the development of an economically robust and efficient gas market and to ensure safety, continuity in the provision, Quality and efficiency in the supply of natural gas. More information on the objectives, powers and responsibilities of CERA in the Natural Gas Market can be found under CERA / Objectives, Powers and Responsibilities.

          The current Law on Regulating the Natural Gas Market (2012) which adopts the important features of the 3rd Energy Package has provisions for the regulation of the natural gas market in the Republic of Cyprus and among others sets the rules for the transportation, distribution, supply and storage of the natural gas. Additionally, it defines the rules concerning the operation and functioning of the natural gas sector, the access to the market and the exploitation of the networks as well as the criteria and the procedures for the granting of licences for the transportation, distribution, supply and storage of natural gas. The law describes the duties and responsibilities of CERA and defines in a complete manner its role and range of activities.

          Given that the natural gas market in Cyprus is under development, the main aim is the creation of an organised market, on the model of corresponding markets in the world, but also according to the best practices of the European Natural Gas Industry with proper operation of all those involved in the market e.g. companies or statutory institutions. 

          It is expected that the natural gas market will be developed in phases, which in addition to their timelines, will be of evolutionary character, i.e. they will provide for the important steps to be made so that Cyprus may have within a reasonable time a market harmonised with the European acquis and a market which will operate in an efficient and cost-effective way for its consumers.
        • Green Energy is the energy from renewable non-fossil sources.

          Some examples of renewable energy sources are:
          • Solar
          • Wind
          • Hydroelectric
          • Geothermal
          • Energy from biomass / biogas
          • and others

          Mineral sources are the
          • Petroleum and
          • Natural gas

          In Cyprus there is mainly exploitation of solar, wind and biomass / biogas energy.
        • Renewable Energy Sources (RES) are defined as energy sources, which are abundant in the natural environment. It is the first form of energy that man used before turning intensely on the use of fossil fuels. RES is practically unlimited, its use does not pollute the environment and its exploitation is limited only by the development of reliable and economically acceptable technologies that will have the purpose of unlocking their potential. Interest in the development of these technologies first emerged after the first oil crisis of 1974 and was consolidated after awareness of the world's major environmental problems over the last decade. For many countries, RES is a domestic source of energy with favorable prospects of contributing to their energy balance, contributing to reducing dependence on expensive, imported oil and enhancing the security of their energy supply. At the same time, they contribute to improving the quality of the environment, as it has now been established that the energy sector is the industry primarily responsible for environmental pollution.

          The main advantages of Renewable Energy Sources are:
           
          • They are practically unlimited sources of energy and help reduce dependence on exhausting conventional energy resources.
          • They are environmentally friendly and their use responds to the global effort to reduce pollution.
          • Because they are scattered across different areas, they result in the decentralization of the energy system and the dismantling of infrastructures, covering local and regional ones. This dispersion has an additional effect, that of reducing energy transmission losses.
          • Because they are domestic, they contribute significantly to national energy independence and security.
          • They have low cost of use that is not affected by fluctuations in international fossil fuel prices.
          • Investing in RES generates many jobs, especially at a local level.
          • In many cases, they contribute to social and economic upgrading and development of local areas, by promoting investment and reducing unemployment.

          Renewable energies, apart from their significant advantages, they also have some characteristics that make their exploitation difficult.
           
          • Because they are scattered, there is no possibility of gathering and storing in large quantities of power.
          • The density of energy and power contained is generally limited, and so large production requires large installations.
          • The rate of exploitation of their facilities is low because their availability is sometimes limited and fluctuating. This also raises the need to use other sources of energy, so that the cost of energy is rising.
          • The investment cost for RES power plants is still high compared to conventional forms.
        • Energy saving is the main pillar of each country's energy policy since it is regarded as one of the most remarkable domestic - renewable energy sources, it is directly exploitable and can be implemented in the residential, industrial and transport sectors.

          The philosophy of energy saving is based on a sovereign concept. "It is best to try to find ways to rationalize energy use and reduce energy consumption, ultimately leading to a reduction in energy demand instead of generating more energy to meet the ever-increasing demand In action".

          Energy savings are achieved in a variety of ways. Some of them are:
           
          • Rational use of energy,
          • Using more efficient electrical appliances,
          • Using more efficient light bulbs, and
          • Thermal insulation of the buildings shell
        • Briefly, the rights of EU energy consumers can be grouped into 6 categories:
           
          • Access to universal service, for example the right to source electricity and / or gas in reasonable, easily and directly comparable and transparent prices.
          • Direct and transparent consumer information.
          • Change supplier without charge.
          • Complaints handling and out-of-court dispute resolution.
          • Protection of vulnerable consumers.
          • Fair trade practices and general consumer rights.

          More information on consumer rights can be found in the following forms and on the Regulations of Electricity Market Law.
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        • The 5 Steps to Complain:
           
          1. Any energy consumer may submit a written complaint to the EAC as a supplier and / or Distribution System Operator (GOC) regarding a alleged breach of its obligations, responsibilities and duties.
          2. The EAC, in its capacity as such, should consider the complaint within the deadline specified in the performance indices and inform the consumer of its decision or action on the complaint.
          3. The energy consumer is entitled, in the event that his complaint is not satisfied, from the decision of the EAC as a supplier and / or an ADC to submit a complaint for a second time within seven days from the date of notification of the decision.
          4. Only if the energy consumer following the above process is NOT satisfied by the EAC as a supplier and / or an ATC can submit a written complaint to CERA, which conducts an investigation and examines the complaint in accordance with the regulations in force.
          5. After consulting the EAC as a supplier and / or an ATC and after examining any objections from the consumer, CERA, after examining the data obtained from the investigation, issues a decision ordering the EAC as a supplier and / or an ATC to receive those Measures that CERA considers necessary to remedy the breach or to prevent a future infringement and finally inform the consumer.

          For complaints, you can send a letter with your complaint or fill in the Submission Form.
           
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        • The Cyprus Energy Regulatory Authority (CERA), in consultation with suppliers and the Distribution Manager, sets the minimum performance levels in relation to the electricity supply indices to be obtained from suppliers and the Distribution Manager of the Distribution Facility. The rules defining the Performance Indicators can be found in the Legislation section.

          Performance indicators, in accordance with the legislation, are defined as the electricity supply indices and include the obligations of the supplier and the Distribution System Operator, consumer rights, performance standards and their minimum performance levels, as well as the fine imposed in case of non-compliance The supplier and / or the Distribution System Operator.

          For ease of reference, the tables of the Regulations (Performance Indicators) regarding the obligatory response time of the EAC are attached, as well as the distribution of the automatic payment to the users in case of failure to meet the EAC response time.
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        • Ο περί του Δικαιώματος Πρόσβασης σε Πληροφορίες του Δημόσιου Τομέα Νόμος

          Σύμφωνα με τον περί του Δικαιώματος Πρόσβασης σε Πληροφορίες του Δημόσιου Τομέα Νόμου (Ν.184(Ι)/2017) κάθε φυσικό ή νομικό πρόσωπο έχει το δικαίωμα να αιτείται πρόσβαση σε πληροφορίες που βρίσκονται στην κατοχή δημόσιας αρχής. Το καθοριζόμενο σε αυτό δικαίωμα δεν υφίσταται, ωστόσο στις περιπτώσεις που προνοεί ο εν λόγω Νόμος. 

          Η αίτηση για παροχή πληροφοριών προς δημόσια αρχή δυνάμει των διατάξεων του παρόντος Νόμου, υποβάλλεται σε γραπτή μορφή και περιλαμβάνει τα ακόλουθα στοιχεία:
          (α) Το όνομα του αιτητή,
          (β) τη διεύθυνση επικοινωνίας του αιτητή, και
          (γ) περιγραφή των πληροφοριών που ζητούνται.

          Στον Πίνακα Πληροφοριών που περιλαμβάνεται στο Σχέδιο Δημοσίευσης πιο κάτω, περιλαμβάνεται η κατηγορία των πληροφοριών, το είδος των πληροφοριών, κατά πόσο απαιτείται αίτηση για πρόσβαση στις πληροφορίες αυτές, ο τρόπος διάθεσής της πληροφορίας καθώς και το τέλος που ενδεχομένως πρέπει να καταβληθεί.
Cyprus Energy Regulatory Authority
Agias Paraskevis 20,
2002, Strovolos, Nicosia

Postal Address
P.O. Box: 24936
1305 Nicosia

Tel: 00357 22 666363
Fax: 00357 22 667763
Email: regulator.cy@cera.org.cy

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