Customers

Customers and
electricity market

In this section you can find basic information about electricity market in Bosnia and Herzegovina, categories of customers who are free to choose their supplier of electricity, as well as the steps necessary to take to become our electricity customer, whether you are a customer connected to the distribution network of EPBiH or to the distribution network of other power companies that operate in the territory of Bosnia and Herzegovina.

Until recently, the generation, transmission and distribution of electricity in most countries were considered a natural monopoly, i.e. they were reserved activities where competition was not possible. The electricity sector was organized through vertically organized companies that were owned by the state that controlled all aspects of the performance of the electric utility activities. The power sector reform, which started in the nineties of the last century in the EU, and few years ago Bosnia and Herzegovina, basically comes down to the introduction of competition in the electricity sector, and the opening of the electricity market. The ultimate goal of these reforms is to achieve this through the introduction of competition, efficiency, competitive prices and raising of the level of power quality.

How to become a customer
The way in which you can become a customer of electricity from JP Elektroprivreda BiH depends on whether you are a customer who is: Connected or will be connected to the transmission grid (voltage level of 110 kV and above), Connected or will be connected to the distribution network (voltage level up to 110 kV) of JP EP BiH or Connected to the distribution network of other electric utility companies in BiH, and you want JP EPBIH to be your supplier of electricity.
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Categories of customers
According to the voltage level to which they are connected and consumer groups consumers of electricity are divided into the following categories: Customers connected to 110 kV and above, Customers connected to the 35 kV, Customers connected to the 10 kV and Customers connected to the 0.4 kV
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The electricity market
All customers of electricity from January 1st, 2015 are eligible customers of electricity by which they will get right to have free choice for electricity supplier.
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Price of
electricity

In this section you can find basic information about all the costs included in the overall electricity price and tariff rates for the sale of electricity to customers of JP Elektroprivreda BiH. Also, there are price lists of other services offered by JP Elektroprivreda BiH.

If you want to calculate your bill, depending on the selected parameters and quantities, you can do that with the Calculator.

Price Structure
The total price for electricity paid by customers includes the following: costs for purchase of electricity covers, fee amount referring to costs of transmission and distribution network and fee for renewable energy sources, what are paid from all consumers of electricity in Federation Bosnia and Herzegovina.
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Price List
Informations about price list of JP Elektroprivreda BiH services, price list - per unit amounts of compensations for connections of end users/producers to the distribution network or for increase of the connection capacity of existing end users/producers and price list for renting the poles of low voltage network poles of JP EPBiH to setup cable television installations.
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Invoices and
payment

In this section you can find basic information on the electric utility bill, find out how the final invoice amount for energy is calculated based on monthly consumption, as well as information about where you can make payment of electricity bills.

Also, in the View-only part you can check the status of your electricity bills.

Explanation of items in the bill
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Calculator
You can use the Calculator to calculate your monthly bill depending on the entered quantities (power, active energy, excess reactive power).
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Review of account
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Paying the bills
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Complaints and reporting
breakdowns

Documents and
forms

Service
Information

In this section you can find basic information on our locations, how to reach us through toll free phone and information on planned disconnections.

Planned disconnections
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Our locations
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Free phone
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Frequently Asked
Questions


What is the difference between a distributor and supplier of electricity?

Distributor performs all tasks related to the distribution network. Its mission is to provide all customers with a connection to the distribution network, and to perform the transport of electricity over the distribution network. Supplier of electricity purchases electricity from electricity producers and sells it to customers


What does energy market bring to customers?

The energy market brings the following benefits to customers:

  • free choice of electricity supplier
  • negotiations on contracts for electricity supply
  • price of electricity formed on a market basis
 

Who determines the price of electricity for non-eligible (tariff) customers?

The price of electricity for non-eligible (tariff) customers is determined by the regulatory agency. For the price of electricity for tariff customers of JP EPBIH see Tariffs. More details about the method of forming of the price of electricity for tariff customers can be found in the Rulebook for the tariff methodology and tariff procedures.


What is a public electricity supplier?

A public electricity supplies, is a supplier who has the duty to supply electricity to customers who are not eligible and did not choose their supplier of electricity on the free market. For electricity prices for the supply of electricity by a public supplier JP EPBIH see Tariffs.


What if I become a eligible customer and I chose an electricity supplier?

If a customer acquires the status of an eligible customer, and fails to choose an electricity supplier, such customer has the right to be supplied by a public supplier. For details about public suppliers and who has the right to a public supplier see section Electricity market.


Why do I have to sign a contract on connection to the distribution network, contract on the use of the distribution network and electricity supply contracts?

In accordance with the terms and conditions for supply of electricity, every customer must sign a connection contract with a distributor of electricity and contract on use of the distribution network, and these contracts are signed for an indefinite term in principle. Also, a customer is required to sign an electricity supply contract with suppliers of electricity which is signed for a definite time period for customers who annually contract the amount of electricity (customers at 110 kV, 35 kV and 10 kV). For all other customers (households, other consumption at low voltage, public lighting) supply contracts are signed for an indefinite time. Forms for all three types of contracts can be viewed in part Typical Contracts.


How to become a customers of electricity JP EPBIH?

If you are a customer that is already connected to transmission or distribution network and want to change your supplier of electricity, it is enough to contact us with a request to change supplier. If you are a new customer and you are not connected to the network, it is necessary to complete the process of network connection with a distributor, and then sign a contract with a supplier of electricity. See details in “How to become a customer?”.


Why do I pay a fee for renewable energy sources (RES) and to whom the collected from this fee go?

Encouraging the use of renewable energy sources is one of the strategic objectives of EU energy policy, expressed through the European Energy Legislation, i.e. Directive on encouraging of the use of energy from renewable sources. The directive requires member states to establish a system of incentives for renewable energy. Each EU member state sets its own national target for the production of electricity from renewable energy sources.

FBiH Government adopted the Regulation on the use of renewable energy sources and cogeneration in June 2010 according to which each supplier is obliged to submit bills to customers with a separate item indicating the total amount of fee for the promotion of renewable energy sources. Regulation defined unit charge that is expressed in convertible marks per consumed kilowatt hour of electricity (€/kWh).

Funds collected from fees for renewable energy sources go to Operator for Renewable Energy and Cogeneration, which, among other things, pays producers of electricity from renewable energy sources, finances costs of operation of Operator for Renewable Energy Sources and Cogeneration RESC.


When do I receive electricity bill?

All customers of electricity of JP EPBIH receive electricity bills once a month. If you are not a household customer of electricity, electricity meter reading is done on the first day of every month and you will receive a bill for electricity at the beginning of each month. For customers in the category of households the reading is done continuously throughout the month so that different customers can receive bills at different times during a month, but every month you get your bill at the same time.


What are the tolerances on the voltage deviation at customer's connection point?

Deviations from the nominal voltage of electricity at the point of supply of electricity to customers connected to medium voltage (10kV, 20kV, 35kV), can be up to ± 10%. For customers connected to low voltage (0.4 kV) the deviations from nominal voltage of electricity at the point of supply of electricity can be in range of +5% to -10%.


Which are the statutory obligations of distributors upon receipt of customer’s complaints on the quality of supplied electricity?

If a network customer submits a written complaint to a distributor regarding the voltage level quality, a distributor is required to measure it within 20 days of filing of a complaint, and provide a written report on the results of such metering at the metering point to a customer of the network within additional 10 days. If it is determined that such complaint was without merit, the costs of metering are borne by the customer of network, and if such complaint was justified, the authorized distributor. If it is determined that such complaint was justified, distributor must ensure the standard quality voltage at such metering point for the next three years.


In what cases it is necessary to submit an application for power permit?

 End user/producer is required to obtain power permit from electricity distributor before:

  1. Construction of a new building or refurbishment of an existing power facility connected to the distribution network;
  2. Connecting additional devices;
  3. Replacement, relocation or reconstruction of metering point;
  4. Change of technical characteristics of devices of customer or producer;
  5. Increase in peak electricity;
  6. Integrating multiple metering points in each metering location;
  7. Sharing one metering point to multiple metering points at the same location;
  8. Change of purpose of building and consumption category.

What are the deadlines for issuing of the preliminary power permit/power permit?

According to the requirements for the issuance of the preliminary power permit/ power permit, distributor is obliged to decide as quickly as possible, but it must not take longer than 30 days after the application is submitted. If submitted documentation is incomplete, the distributor is required to ask such applicant in writing to supplement the data within 8 days of the receipt of request.


What is a special zone?

A Special Zone is the area within the urban plan in which connection of buildings being constructed requires construction and/or reconstruction of sub-stations and/or service lines including medium voltage and up to 35 kV voltage level (e.g., factories, mines, residential and commercial buildings intended for market, sports facility, etc.).


What is an unauthorized consumption?

The term unauthorized consumption implies:

  1. Connecting a facility to electricity distribution network without permit and/or connection contract, contract for use of the distribution network and supply contract for electricity
  2. Consuming electricity without metering devices and/or beside them
  3. Influencing the operation of metering devices, metering devices removal, removal or damage to seals on metering devices
  4. Arbitrary reconnection after disconnection
  5. Bridging meters or arbitrary relocation of connection with metering devices
  6. Customer influence on tariff control devices in order to use lower tariffs
  7. Consumption of electricity for the category other than that for which permit was obtained

What is a “Smart Grid”?

A Smart Grid represents a grid in which information and telecommunication technologies for data collection and management of the electricity network are used to increase its efficiency, reliability, and sustainability of the production and distribution of electricity.


What is a “Smart Meter”?

A Smart meter is an electronic meter that has possibility of establishing two-way communication between customer and distributor of electricity in a way that information is sent to the telecommunications network, which can include electricity lines, radio or cellular telephone connection. After the installation of smart meters, the distributor can easily determine the place of electricity failure/outage and perform remote meter reading and switch on/off customers from distribution network. Smart meters help reduce unauthorized consumption.


What if my power supply stops?

Power supply outage can happen due to:

  • Failure in the electricity system,
  • Works on electricity network,
  • Reduction in the supply of electricity.

In the event of outage of the electricity supply, we recommend that you turn off all appliances except for one light source that will be used to check the status of the system. When the state of the system gradually normalizes switch on devices that are essential to you. Pay special attention to devices that could cause fire after reestablishment of power supply.

Specific information about planned works can be found in the section Planned Disconnections.

Customer
advice

In this section you can find tips on how to use energy rationally and with such consumption reduce the amount of electricity bills. The basic indications of hazards that may arise from improper handling of devices that use electricity.

Rational use of energy
Rational use of energy
Biggest impact in reducing energy consumption in households is achieved by simultaneous implementation of reasonable saving and rational use of electricity.
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Dangers of Electricity
Dangers of Electricity
Electricity is dangerous when passing through human body, due to the thermal effect, effect on the chemical composition of the blood and nervous system and especially due to disturbance of heart and respiratory organs.
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