Frequently Asked Questions

You can obtain a letter stating that you have no debt from our nearest Customer Service Center (MÜHİM) or by filling out the form in the “Contact Us” section of our website.

Your bill may not be issued for one of the following reasons; - Your consumption is low  - Technical failures during reading or inability to reach the meter - Incorrect subscription - Your meter is defective. In this case, you can initiate an investigation by contacting our Call Center or our nearest Customer Service Center (MÜHİM).

You can learn all your   bill debt information   (not in execution proceedings) from our Customer Service Centers (MÜHİM) or our contracted institutions by specifying your subscriber number, you can request your copy bill needs through our website and you can also receive it from our   Customer Service Centers (MÜHİM).

The amount of your electricity bill may vary depending on seasonal usage and the number of days between readings. For example, devices such as refrigerators, air conditioners, kettles or water heaters may have the same degree of use, but their consumption may increase or decrease due to seasonal differences. In addition, the increase or decrease between the reading dates of your meter will cause differences in your bill for the period. If you think that your bill is incorrect after evaluating these factors, you can create a record by applying to our website, Call Center or Customer Service Centers (MÜHİM) by stating your subscriber number and, if possible, the indices on the meter for faster completion of the process.

Electricity bills show the costs of four main activities that occur from generation to consumption of electricity. The consumption amount (active/net energy) shown in the bill is largely a cost related to the production in the power plant. In other words, the energy cost reflects the costs incurred during the production of electricity in any power plant. The electricity generated at the power plant is transported to the city grid through transmission lines operated by the Turkish Electricity Transmission Corporation (TEİAŞ), a public institution. In return for this service, the supply company in charge on behalf of TEİAŞ collects the transmission fee that we see in the bills from the consumer and this fee is transferred to TEİAŞ.  The distribution company transports the electricity that reaches the city grid on distribution lines and delivers it to the consumers' doorsteps. The distribution fee we see in the bills is collected by the distribution company in return for the investments and operating expenses related to the distribution network.  The retail sales service fee collected in electricity bills is collected in return for the cost of the service related to the retail activity. Although the meter reading fee is an element of the distribution tariff, it is accrued separately in order to better monitor the costs related to this activity, to calculate tariffs more accurately and because the service is independent of the amount of consumption.

You can pay/learn your debts under execution from our Customer Service Centers (MÜHİM).

Electricity switch-on procedures are carried out in one business day in areas open to zoning and two business days outside the zoning area. If your electricity is not switched on within the aforementioned periods, you can create a record by applying to our Call Center, Customer Service Centers (MÜHİM) or the complaint/appeal section of our website in our contact form.

You can create a request on the subject from our call center at 0850 226 07 07 07. 

The institution responsible for all technical issues such as power failures, power outages and maintenance related to power lines is the electricity distribution company you are connected to. You can contact the distribution company you are connected to for technical issues. You can click here for the European side of Istanbul or call 186 Call Center to get information about power outages.

You can report the malfunction of your electricity meter to our Customer Service Centers (MÜHİM).

In the event that the consumer fails to make the payments related to the consumption of electrical energy until the due date, a second notification is made to the consumer in writing. If the consumer fails to make the payment five business days after the date of such notification, the energy is cut off.

Although digital meters differ according to their brands, the logic of their working principles is the same. On the display on the digital meter; (you can make transitions manually when you press the button) T (180) shows total consumption  T1 (181) shows total consumption between 06:00 - 17:00  T2 (182) shows total consumption between 17:00 - 22:00  T3 (183) shows total consumption between 22:00 - 06:00  T3 (183) shows total consumption between 22:00 - 06:00   T consumption is equal to the sum of consumption in other time periods. (T=T1+T2+T3) Normal tariff during the day, expensive tariff (50%) in the evening and cheap tariff (50%) at night. It should be noted here that especially electrical devices that consume a lot of energy should be used after 22:00. If this is not taken into consideration, smart meters may cause us to pay more bills than other meters. If you have an electronic meter and want to switch to the multi-time tariff, you must apply in writing to the Customer Service Centers (MÜHİM).

Reactive energy tariff is not applied to residential subscribers, lighting subscribers, subscribers with a single overfeed, and subscribers with a connection power of 15 (fifteen) kW (inclusive). All subscribers other than these subscribers are obliged to pay a reactive energy fee if they exceed their reactive energy rates. Although it is mandatory, the customer who does not have a system to measure the reactive energy withdrawn/transmitted from the system is considered to have drawn 0.90 (ninety percent) times the reactive energy of the active energy drawn in that period and a reactive energy fee is charged accordingly.   Those with an installed capacity of less than 50 kVA, if they consume inductive reactive energy exceeding thirty-three percent (33%) of the amount of active energy they draw or if they consume capacitive reactive energy exceeding twenty percent (20%) of the amount of active energy, and those with an installed capacity of 50 kVA and above, if they consume inductive reactive energy exceeding twenty percent (20%) of the amount of active energy they draw, or if they supply capacitive reactive energy to the system exceeding fifteen percent (15%) of the amount of active energy, they are obliged to pay a reactive energy consumption fee. Maintenance, repair and modification of the Compensation system, which controls the reactive consumption rates, is the responsibility of the customer.

Deactivation-activation fee is a fee applied only in one of the stages of deactivation or activation of the consumer's electricity and determined by EMRA in accordance with the Electricity Market Consumer Services Regulation.  The current deactivation-activation fees excluding VAT can be accessed by using the link http://www.epdk.gov.tr/.

Through the Online Transaction Center, you can perform many transactions that you can perform at our Customer Service Centers (MÜHİM) or Customer Transaction Centers (MİM) quickly, conveniently and safely. The transactions you can perform at the Online Transaction Center are as follows: - Subscription contract, - Updating your information, - Cancellation of your subscription contract, - Bill inquiry, - Debt payment.

You can perform your transactions by entering our Online Transaction Center via mobile devices. How can I share my problem or suggestion about the Online Transaction Center? You can contact our Call Center, fill out the contact form on the home page, or send any problems or suggestions you have about the Online Transaction Center to the Customer Service Centers (MÜHİM).

After entering the information requested in the subscription process steps, your subscription process is completed.

For incorrect transactions; -  You can fill out the contact form, - Call our Call Center at 0850 226 07 07, - Apply to our Customer Service Centers (MÜHİM).

In order to ensure the confidentiality of the information about your subscription and to prevent the cancellation of the subscription by third parties other than the contract holder, you must enter the CONFIRMATION code to be sent to your phone number registered in our system. For this reason, if your registered phone number is out of date, you must contact our nearest Customer Service Center (MÜHİM) and provide your current phone number.

Consumers who use electricity above the electricity consumption amount set by the Energy Market Regulatory Authority (EMRA) each year are defined as “eligible consumers”. The limit for becoming an eligible consumer is published by EMRA until January 31 of each year. Individuals and institutions that exceed this limit in the previous year or in the current year can become eligible consumers.

The lower limit for the amount of consumption required to become an eligible consumer is updated by EMRA every year. For 2021, the latest eligible consumer limit is 1,200 kWh per year, which corresponds to an average monthly bill of approximately 75 TL.

There is no obstacle in the current EMRA regulations for an eligible consumer who wants to change their contracted supplier.

If the contract with the supplier is terminated for any reason, the supplier applies to the Market Operator. If the application is made until 24:00 on the last business day before the sixth of the current month, the electricity energy supply of the eligible consumer from the supplier ends on the last day of the current month. If the application is made after this date, the electricity supply of the eligible consumer from the current supplier shall end as of the last day of the following month.

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