Customer rights
Supply terms, the price list, and what a business customer is entitled to.
This is a translation, provided for convenience. The binding text is the Croatian one, published at crostorion.com/prava-kupaca, and the documents below are issued in Croatian. Where the two differ, the Croatian version prevails.
STORION ENERGY d.o.o. (CROSTORION), Radnička cesta 50, Zagreb, supplies electricity to end customers in the business category (poduzetništvo). This page carries the supply terms, the price list and the information on customer rights.
The procedure for the licence of the Croatian Energy Regulatory Agency (HERA) for the electricity supply activity is under way. Supply to customers begins once the licence has been issued.
Documents
All four documents are issued in Croatian.
Contact
- Duty telephone line (0–24)
- +385 98 422 849
- Enquiries, contracting and complaints
- opskrba@crostorion.com
- Address
- STORION ENERGY d.o.o., Radnička cesta 50, 10000 Zagreb, Croatia
Complaints
A complaint about an invoice or about the Supplier's conduct may be submitted in writing, by post or by e-mail to opskrba@crostorion.com. A complaint about an invoice is to be submitted within 15 days of the invoice being delivered. We will reply in writing within 15 days of receiving the complaint.
A complaint does not defer payment of the undisputed part of the invoice. For an amount that is the subject of a timely complaint, we do not initiate suspension of supply until the complaint has been decided.
Complaints concerning the connection, the meter, meter readings, voltage quality and supply interruptions should be submitted to the distribution system operator, HEP ODS d.o.o. (www.hep.hr/ods).
Out-of-court dispute resolution
You have the right to out-of-court resolution of a dispute. If you are not satisfied with the reply to your complaint, you may turn to:
- the Croatian Energy Regulatory Agency (HERA), Ulica grada Vukovara 14, 10000 Zagreb, tel. +385 1 6323 777, e-mail: hera@hera.hr, www.hera.hr
- the Mediation Centre of the Croatian Chamber of Economy, Rooseveltov trg 2, 10000 Zagreb, www.hgk.hr/centar-za-mirenje
Turning to HERA and the mediation procedure do not exclude the right to judicial protection.
Single point of contact
All information on the rights of electricity end customers is available at the single point of contact for electricity on the Central Consumer Portal: www.szp.hr.
Switching supplier
You may change supplier at any time. The procedure is free of charge and takes no more than three weeks; supply is not interrupted while it runs.
By switching supplier you may contract a lower price, a different type of price (fixed, indexed or according to a price list) or a different supply model.
It is enough to conclude a contract with the new supplier and give them a power of attorney — they carry out the whole procedure with the system operator on your behalf. For fixed-term contracts, the contractual terms on the exit fee apply.
Energy efficiency – useful contacts
Information on the available measures for improving the energy efficiency of energy-using equipment, and on incentives, can be obtained from the following bodies and associations:
- Environmental Protection and Energy Efficiency Fund (FZOEU) – www.fzoeu.hr
- Energy Institute Hrvoje Požar (EIHP) – www.eihp.hr
- North-West Croatia Regional Energy and Climate Agency (REGEA) – www.regea.org
- Regional Energy Agency North (REA Sjever) – www.rea-sjever.hr
- Regional Energy Agency Kvarner (REA Kvarner) – www.reakvarner.hr
- Consumer protection association „Potrošač“ – www.potrosac.hr
- Central Consumer Portal – www.szp.hr
- HEP – Distribution System Operator d.o.o. – www.hep.hr/ods
Electricity source mix and environmental impact
We publish the data on the source mix of the electricity supplied, on CO2 emissions and on radioactive waste once a year, for the preceding calendar year, and we state them on the invoice.
Until the data for the first year of supply is published, the residual energy mix of the Republic of Croatia applies, as published by the Croatian Energy Market Operator (HROTE) at www.hrote.hr.
Incentives for renewable energy sources
The generating facilities the supplied electricity comes from may receive incentives. Incentives are financed solely from the fee for renewable energy sources and high-efficiency cogeneration shown on the invoice, and not from the other fees and levies stated on the invoice.
Faults and supply interruptions
Report network faults, supply interruptions and meter problems to the distribution system operator, HEP ODS d.o.o. The contacts for reporting faults are published at www.hep.hr/ods.
Guaranteed supply
If the Supplier ceases to carry out the supply activity, the customer has the right to guaranteed supply in accordance with the Electricity Market Act. We notify customers of such a circumstance without delay.
Participation in the electricity market
A customer may participate in electricity markets, including demand response, through an independent aggregator of their own choosing, without the Supplier's consent. A customer has the right to authorise, free of charge, another supplier or aggregator to access their metering data.