Questions and answers
Below you can find answers to most common questions about f.ex. electricity contracts and invoicing.
Electricity and district heat outages
The property or part of it is without electricity
One of the main fuses may have blown, or one of the phases may be missing. In this case, proceed as follows:
- check whether the main fuses are intact. If a main fuse has blown, call our fault reporting number at 020 690 590 for instructions on further action.
- check whether the other fuses are intact and replace them if necessary.
Replacing main fuses
If the property has lost power completely or partially, the cause may be a blown fuse protecting the property’s electrical system. Such fuses include main fuses and circuit fuses, which are located in the property’s electrical distribution board. These fuses and their replacement are the responsibility of the property owner, subject to the following conditions:
Customers may replace main fuses located inside the property’s main distribution board themselves, provided they follow electrical safety guidelines. Remember to switch off the power using the main switch—turning it to the “0” position—before replacing a fuse. Instructions for replacing a main fuse yourself can be obtained by calling our fault reporting number at 020 690 590.
Main fuses located in the enclosure on the building’s exterior wall, at the end of the overhead service line, may only be replaced by an electrical professional. Main fuses located on a utility pole or in a distribution cabinet may only be replaced by an on-duty technician from Keravan Energia. If you wish to have a company representative replace the main fuses, please call our fault reporting number at 020 690 590. A fee in accordance with our service price list will be charged for the technician’s visit.
If a main fuse blows repeatedly, it is likely that the connection’s main fuses are too small for the load or that the load is unevenly distributed across the fuses. If a new fuse blows immediately after replacement, there is a fault in the wiring or in an electrical appliance. To resolve the issue, you should contact an electrical contractor to determine what repairs or modifications are needed.
- If possible, check the property’s low-voltage wiring and contact an electrical contractor if necessary.
- Ask your neighbor if they are experiencing the same problem. If the neighbor has the same issue, call the electricity company’s fault reporting number at 020 690 590.
Lights flicker when using another electrical device
The fault may be in the PEN conductor of the low-voltage line, which may have broken (neutral fault). In this case, proceed as follows:
- switch the main switch to the 0 position to avoid the danger caused by overvoltage,
- if possible, check the low-voltage lines in the property and contact an electrical contractor if necessary,
- call our fault reporting number 020 690 590.
In stormy weather, if you suspect a neutral fault, it is always a good idea to contact the electricity network company’s fault emergency service, because a possible cause could be a tree falling onto the power line and breaking the neutral conductor.
Power outage affecting a large area
If the power is out across a wide area, it indicates a medium-voltage fault. The electricity network company is already aware of such faults. Please wait calmly for the power to return. We provide information on known faults at keskeytykset.keoy.fi, where you can also view an outage map for the Kerava and Sipoo areas.
If you know the location of the fault (e.g., a tree fallen on a power line), please call our fault reporting number at 020 690 590 and provide the details. This information is valuable and helps speed up repairs!
If you see a tree that has fallen or is about to fall onto a power line, do not touch it; instead, report it to our fault service!
Yes. We pay statutory compensation for long power outages exceeding 12 hours. Read more about standard compensation.
Occasionally, events such as thunderstorms or small animals cause faults in the electricity network. This results in power outages lasting a few seconds or minutes. This is a protective measure for the electricity network designed to prevent a prolonged power outage.
By signing up for our outage notification service, you will receive information about power outages via text message.
Keravan Energia and Sipoon Energia are not responsible for the streetlights in Kerava or Sipoo. For matters concerning streetlights, please contact the City of Kerava or the Municipality of Sipoo.
Invoices and payments
You can see all your invoices at our online portal. (Currently only in Finnish and Swedish.)
We invoice our customers monthly, unless you have made other arrangements with us. If the total of the invoice is less than 5 euros, you will receive the invoice next month together with the next invoice. If your invoices are always small, you can request invoicing only every other month (six (6) times a year).
If for some reason we do not receive your readings from the electricity meter, the invoice will be an estimate invoice. The estimate will be corrected in the next invoice, after we have received the correct readings.
Invoicing is based on the hourly readings from your electricity meter.
E-invoice is a digital version of a traditional paper invoice. It includes all the same information as the paper invoice but it is a more ecological option and you can see it directly in your online banking system well before the due date. Most banks also offer a notification service so you’ll get a message when a new invoice arrives. E-invoice is a secure option as there is no risk of the invoice going missing and you’ll have a digital archive of your previous invoices at your online bank.
E-invoicing makes paying bills very easy as all the needed information is already there, you only have to accept the payment.
Please, ask your bank for more information.
If two different companies send you invoices, it is because you have at some point tendered your electricity contract. That means that you are buying the electricity you use from a different company than your local energy company that operates the electricity network in your area. That is why you receive one invoice for the electricity you have used and another for the transmission of energy. If you buy your electricity from your local energy company, you will receive only one invoice that includes both the used energy and the transmission.
Yes, it is possible. If you do not have any online bank in use and cannot receive e-invoices, you can make a direct debit agreement with your bank. Then the bank with automatically pay all the invoices under the agreement for you. Please, ask your bank for more information.
Payment planning
Do you need help to pay your electricity bills? Read more what options there are.
Do you need more time to pay?
Email us luotonvalvonta@keoy.fi and we can look into your situation.
Please notice that you cannot apply extension for a company, only private customers.
Ropo Oy handles all collections of unpaid invoices for us.
- We will not cut off the electricity immediately after the due date. Before we cut of the supply, we will send a payment reminder. If we do not receive a payment after that, we will send out a disconnect warning notice.
- Notice! We will disconnect the electricity supply only after the electricity user has significantly neglected payments or violated terms of the contract. In practice this means that we will cut off the electricity supply at earliest five (5) weeks after the original due date.
- If the reason for neglecting the payment is sickness, unemployment or another special reason, we will cut off the supply of electricity three (3) months after the original due date. We need to be informed of the reason for this to apply.
- If the building is being used as a permanent residence and the main heating system is electric, we will not cut off the electricity during the beginning of October and end of April until it has been four (4) months since the original due date.
We will terminate the supply of electricity when the user of electricity has neglected their payments or otherwise broken the terms of the contract in a significant way. If your electricity supply has been cut off because of unpaid invoices, you can get it back on again following these instructions.
Electricity contracts
In fexed-term contracts the electricity energy price (cents/kWh) and the fixed monthly charge (€/month) are locked in for a specific period—typically one or two years at a time—but the contract cannot be terminated during the contract term. As the contract nears its end, the customer must remember to enter into a new agreement. A fixed-term electricity contract terminates if the customer moves.
Indefinitely valid contract is a more flexible option, as it can be terminated with a two-week (14-day) notice period. Unlike a fixed-term electricity contract, an ongoing electricity contract does not need to be renewed. Our indefinitely valid contracts are Kvartaalisähkö and spot-priced Fiksusähkö.
You need contracts for both electricity transmission and electricity sales, as these two services are separated in Finland.
Electricity sales are a fully competitive market in Finland, meaning you can purchase electricity—and thus sign a contract—with any electricity sales company operating in the country.
Electricity transmission, however, is not subject to competition; instead, it is always purchased from the local distribution network company. For this reason, separate contracts are required for electricity sales and transmission.
Contracts concluded online or by telephone always carry a 14-day right of cancellation for the consumer. If you wish to cancel a recently concluded electricity contract with us, consumer customers have the right to cancel the electricity sales contract within 14 days of the contract’s conclusion. You can cancel the electricity contract online at our customer portal.
I have an electricity contract valid until further notice
You do not need to notify us if you switch electricity suppliers. Your new supplier will automatically terminate your current electricity contract.
I have a fixed-term electricity contract
A fixed-term electricity contract cannot be terminated during the contract period. It can only be terminated in connection with a move. When moving, remember to provide us with your new address for the final billing.
(09) 5849 5526
asiakaspalvelu@keravanenergia.fi
A fixed-term electricity contract cannot be terminated during the contract period. The fixed-term contracts we offer have a duration of 6, 12, or 24 months. This means that if you have signed a two-year fixed-term contract, it remains in effect for the full two years. If you are not ready to commit to a longer-term contract, you might want to look into our open-ended contracts, such as Kvartaalisähkö or Fiksusähkö.
However, if you move to a new home, your fixed-term electricity contract will be terminated. You can terminate the contract for your old address via our customer portal. Please arrange a new electricity contract for your new home at least two weeks before your moving date. This ensures that the electricity is connected on time!
You can find your invoices from out customer portal or from our app.
The contract we offer at Keravan Energia under the obligation to supply is Toimitusvelvollinen electricity.
The obligation to supply means that an electricity retailer holding significant market power within a specific network area must supply electricity to consumers and other end-users in that area at reasonable prices and on reasonable terms. This also applies to customers who lack a credit history or who, for other reasons, have been unable to conclude a contract with other suppliers.
Easily switch to eco-friendly e-invoicing via your online bank—all you need to get started is the invoice reference number.
E-invoicing is a convenient and secure way to receive and pay bills. An e-invoice is an electronic bill delivered directly to your online bank, making payment quick and effortless; there is no need to manually enter invoice details. You can also set e-invoices to be paid automatically. E-invoices are stored in the bank’s archive, and you can receive them regardless of time or location.
You can find more information about e-invoices in your online bank.
Price of electricity
The total price of electricity consists of the price of the electrical energy itself (the sales component), the cost of electricity transmission (the transmission component), and electricity and value-added taxes, which the electricity transmission company remits to the state. Both the energy price and the transmission price comprise a fixed monthly base charge (€/month) and a charge based on the energy consumed (cents/kWh).
Electricity energy price
Electricity sales are a competitive business, and each provider sets its own prices freely. Electricity pricing is primarily influenced by the costs of electricity generation and procurement. You can influence the price of your electricity by comparing offers and switching contracts.
Electricity transmission prices
Electricity network companies operate as so-called natural monopolies. Electricity transmission cannot be subject to market competition; instead, the pricing of transmission and the reasonableness of the rates are supervised by a regulatory authority. Transmission rates vary from one company to another, influenced primarily by the location and structure of the electricity networks and the size of the company’s customer base. Electricity transmission is cheaper in urban areas than in rural areas because the networks entail lower maintenance and investment costs.
The choice between general, time-of-use, and seasonal electricity pricing for a property is usually determined by the heating method. If the property uses district heating or oil, general electricity pricing is a sensible choice. For other heating methods, such as geothermal or electric heating, time-of-use or seasonal pricing makes sense. However, if annual consumption is below 10,000 kWh, general electricity pricing is the best option.
Ending an electricity contract
I have an indefinitely valid electricity contract
You do not need to notify us if you switch electricity suppliers. Your new supplier will automatically terminate your current electricity contract.
I have a fixed-term electricity contract
A fixed-term electricity contract cannot be terminated during the contract period. It can only be terminated in connection with a move. When terminating the contract, please remember to provide your new address for the final billing.
A fixed-term electricity contract cannot be terminated during the contract period unless you are moving.
Terminate your electricity contract for your old address via our customer portal due to your move. Set up a new electricity contract for your new home at least two weeks before your moving date. This ensures that the electricity is connected on time!
A beneficiary of the estate must contact both the electricity network company and the electricity supplier to notify them of the deceased’s passing. We do not receive this information from other sources. Obtain a power of attorney from all beneficiaries of the estate if you wish to terminate the electricity contract. The electricity contract may remain in the name of the estate until the estate inventory has been completed.
Electricity contract when moving
You should make an electricity contract at latest two weeks (14 days) before but preferably about month before the move. It is possible to make a contract up to three months (90 days) beforehand.
If you move to another region, you don’t have to change your chosen electricity seller. You can make a new contract with us to anywhere in continental Finland. Your old contract will not be canceled automatically when you move so remember to also end your old contract in our customer portal.
Remember to make a new contract at latest two weeks before the moving day. That way we can make sure that you have electricity connected at the right time.
End your contract from your old address at our customer portal or contact our customer service to tell them about your move – we’ll end your old contract and make you a new one for your new address.
Remember to make a new contract at least two weeks before your moving day! That way you’ll ensure that you have electricity connected at the right time.
If you live in Kerava or Sipoo, we will connect the electricity to your home on the day your electricity contract takes effect. If you have made an electricity contract with us for a location elsewhere in Finland, the local distribution network company is responsible for connecting the electricity.
Electricity transmission
You need contracts for both electricity transmission and electricity sales, as these two services are separated in Finland. Electricity sales are a fully competitive market in Finland, meaning you can purchase electricity—and thus sign a contract—with any electricity sales company operating in the country. Electricity transmission, on the other hand, is not subject to competition; instead, it is always purchased from the local distribution network company. For this reason, there are separate contracts for electricity sales and transmission.
You need an electricity connection if you are building a new property. A new connection links your property to the electricity grid. The connection includes the construction of the distribution network and the connection of the service line to the property boundary, as well as a remotely readable meter and its installation.