On 18 April 2026, we will introduce a new customer service system and it will cause various changes to our services. We apologize for any inconvenience caused by the change.
All our customers will receive an invoice in April
Exceptionally, we will invoice all customers in April up until 31 March 2026, which can be a deviation to the customers’ normal invoicing cycle. From May onwards, invoices will be generated in the new system. The exceptional invoicing cycle applies to the following customers:
- Customers who receive 6 invoices per year:
- Normally, the invoice would be generated for the period 1 March-30 April 2026
- Exceptionally, customers will receive separate invoices for March and April
- Electricity connection maintenance customers and special sites:
- Normally, the invoice would be generated once a year at the end of the year
- Exceptionally, customers will receive an invoice for the period 1 January-31 March 2026 and a second invoice from 1 April 2026 onwards at the end of the year
Due to the change, small refunds and charges that have previously been transferred to the next invoice will be invoiced out and not transferred to the next invoice.
The appearance of the invoices will only change slightly, but there will be more visual changes in the contract confirmations.
New identifier for shared customer accounts
With the new system, there will be a change to the current customer numbers if the customer has a shared agreement with another person or persons. Previously, for example, a couple’s agreement has had separate customer numbers for both customers. In the new system, your personal customer number will be retained, but in addition to it, customers sharing a contract will have a separate ID. This new numeric identifier for shared accounts replaces the customer number that was previously shown on invoices, contracts, and reference numbers. In one person contracts, there will be no changes to the customer number.
Invoice history displayed in the Online Service
Those who have been our customers for a longer period of time have been able to view their invoices back over several years’ time period through the Online Service. In the future, new users registering for the Online Service will only see invoices from October to December 2024 onwards, depending on their invoicing cycle, even if the customer relationship has been ongoing for a longer period of time. The same applies to customers who have last logged in to the Online Service more than a year ago. For active Online users, the billing history continues to be available as before.
Limited availability of the Online Service
Signing new contracts has been temporarily disabled in the Online Service between Thursday, 16 April at 8 a.m. and Saturday, 18 April 2026 at 1.30 p.m. Otherwise, the Online Service will be available normally. On Saturday, 18 April 2026 between 1.30–6 p.m., the Online Service will be completely unavailable. However, the information shown in the Online Service, such as invoices’ payment status or contract changes, will not be updated between 8 a.m. on Thursday,16 April and Monday, 20 April. Contracts can be made through our Customer service between Thursday, 16 April and Friday, 17 April, 8 a.m. and 4 p.m., by phone, e-mail or on site.