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Frequently Asked Questions

When will you consider my complaint?

All inquiries and complaints go directly to our Customer Service Office, which will promptly handle your case. Sometimes, the issue may require longer verification and contact, for example with your Operator, so we have 14 days to consider it. During this time, we will provide you with a response.

Why can’t I assign a customer account on E-BOK after logging in?

Make sure that you enter the password you used to log in to your account in the password field. When entering your phone number, please specify the exact one provided in the contract and enter it in the format +48XXXXXXXXX (without spaces). To log in, you will also need the Customer number, which can be found on every invoice under the recipient’s details.

Why haven’t I received the invoice yet?

The issuance time of the invoice depends on your reading cycle, which you can check on the invoice for distribution services. The sales invoice is issued upon receiving measurement files from the Distributor, so if we haven’t issued it yet, we probably haven’t received the measurement data for your consumption point. If you need the invoice to be issued earlier, provide us with your own reading or send us the distribution invoice. You can do this, for example, through your account on E-BOK.

Will anything change in my bills after switching the seller to your company?

Yes, changing the seller to our company means that Energia Polska Sp. z o.o. will be the invoice issuer, thus the company settling the energy consumed by you will change, and consequently, your individual payment account number will change (check the Payment section for details). After starting the contract, you will only receive invoices for the consumed energy from us, while the local Distribution System Operator will invoice distribution services.

Can I change the method of sending invoices from postal to email? Can I change the address to which the e-invoice is sent?

Absolutely! To change the method of sending invoices or the target email address, just provide us with the email address to which we should send e-invoices. You can report this to us through the Reports tab on E-BOK or at the email address bok@energiapolska.com.pl.

Request for refund of overpayment

If your overpayment occurred due to freezing energy prices, download the following request:

Request for refund of overpayment for entitled recipients ↓

Request for refund of overpayment

 

Do you want to know more about overpayment refunds for entitled recipients? Visit the website: https://energiapolska.com.pl/biznes/zamrozenie-cen-korekty/ If the overpayment occurred during current energy settlements, you can leave it for subsequent payments or download the following request, complete it, and send it to us.

What will be the price of energy after its “freezing”?

The prices will depend on which supplier the Customer has a contract with – whether with a tariffed supplier or with a supplier who is not obliged to apply a tariff approved by the Energy Regulatory Authority. Energia Polska does not apply a tariff, so the price of electricity purchased from our company is determined based on calculations made by the President of the Energy Regulatory Authority.

What is the “freezing” of energy prices?

According to the law from January 1, 2023, to June 30, 2024, all households and agricultural holdings (which do not carry out business activities) in the country will pay for energy according to the price given by the President of the Energy Regulatory Authority. However, a limit on energy usage has been provided for each household, which they can utilize at this “frozen” price. Currently, for the first half of 2024, this limit is 1,500 kWh per year. In some cases, the limit may be increased. Up to 1,800 kWh per year – it will cover households where people with disabilities live, while for families with a Large Family Card and farmers, the limit will be up to 2,000 kWh per year. Each household […]

What documents, when and where should be submitted to obtain a higher limit within the “freezing” of prices?

You need to submit:

1. Appropriate declaration to Energia Polska (and to the distributor if the contract with Energia Polska is only for the sale of energy); the declaration must include the appropriate clause about making false statements;
2. In the case of the limit provided for farmers:
the declaration must include the decision number on the determination of agricultural tax for 2022 for lands on which, in addition to residential buildings, other construction objects with devices and installations using shared settlement of consumed electricity belonging to the agricultural household or where a special agricultural production department is conducted, the name of the tax authority that issued the decision (usually it is the mayor or president of the city), a copy of the decision must be attached to the declaration.
3. In the case of the limit for persons holding a Large Family Card:
the declaration must include the Large Family Card number, a copy of the Card must be attached to the declaration.

The declaration can be submitted:

in paper form, sending to the address: al. Kasztanowa 5, 53-125 Wrocław → in this case, we recommend sending the declaration by registered mail, so you will receive a proof of sending the declaration, which will facilitate verification of the submission date; or electronically using a qualified electronic signature or trusted signature.


DECLARATION FORMS:

Declaration for agricultural households – 2000 kWh
Declaration for persons holding a Large Family Card – 2000 kWh
Declaration for households where a person with disabilities resides – 1800 kWh

I have a contract with a fixed energy price guarantee, does the “freezing” of energy prices also apply to me?

No. According to the draft law, until the end of the fixed price contract period, customers with a fixed energy price guarantee do not benefit from the freezing of energy prices. The rates specified in the contract will be considered.

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If you are looking for information on electricity price limits for businesses, declaration templates for businesses, or details of the law, please refer to official government communications.

Where can I check my electricity consumption? Do I qualify for the price “freezing”?

You can check your energy consumption on paper invoices or on your account in the e-BOK system. Your electricity consumption can be found on your settlement invoices, in the table under the “quantity” column for “all-day electricity.” Based on the period covered on the invoice, you can calculate the annual actual consumption. This allows you to check if it fits within the appropriate “frozen” energy limit.

Please note that the freezing applies to several customer groups:

up to 1,500 kilowatt-hours annually for all households,
up to 1,800 kilowatt-hours annually for households with disabled persons, those assessed as unable to work, or with a disability group,
up to 2,000 kilowatt-hours for families with a Large Family Card and farmers.

Excess beyond the limit will be settled without the “freezing” of prices.

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If you are looking for information on electricity price limits for businesses and the “local government sector,” declaration templates for businesses, or details of the law, please refer to official government communications.

Standard price list for business customers from September 01, 2022.

You can find our standard price list for business customers effective from September 01, 2022, at the following link: [Link].

Standard price list for business customers from August 01, 2022.

You can find our standard price list for business customers effective from August 01, 2022, at the following link:

Standard price list for business customers from 01.08.2022.

Structure of fossil fuels

Standard price list for business customers from June 01, 2022.

You can find our standard price list for business customers effective from June 01, 2022, at the following link:

Standard price list for business customers from 01.06.2022

Why haven’t I received an e-invoice?

  • There could be several reasons, so we have several solutions:
  • We encourage you to create an account on E-BOK – access to e-invoices is unlimited there.
  • Check all folders in your email inbox (SPAM, offers, services, etc.). If you use email domains such as wp.pl, op.pl, or o2.pl, there is a probability that important messages end up in the SPAM folder or others. If you find them there, we encourage you to add the domain energiapolska.com.pl to your trusted senders list in your email settings – this way, emails will not be automatically filtered.
  • If the above does not solve the problem, please contact the Customer Service Office – through the “Reports” tab on E-BOK or at the email address bok@energiapolska.com.pl.

Gas tariff for individual customers (for homes)

Consumer rights collection

Collections of consumer rights for electricity and gas fuel established by the Energy Regulatory Office can be found at the following links:

Collection of consumer rights for electricity
Collection of consumer rights for gas fuel

Standard electricity price list for individual customers

You can find the standard electricity sales price list for individual customers at the following link:

Standard electricity price list for individual customers from 01.08.2022

Reserve sales price list

You can find the reserve sales price list conducted by us at the following link:

Reserve sales price list valid from 01.12.2021.

Standard price list for business customers from January 01, 2022.

You can find our standard price list for business customers effective from January 01, 2022, at the following link:

Standard price list for business customers from 01.01.2022

Standard price list for business customers from December 01, 2021.

You can find our standard price list for business customers effective from December 01, 2021, at the following link:

Standard price list for business customers from 01.12.2021

What functionalities can I find in E-BOK?

On your E-BOK account, you will find:

A list of all your accounts and their current balances, the latest events, i.e., contact history, sent messages, and data updates, archived and current invoices with the option to download them in PDF format and pay open documents, payment history and your individual account number, a contact form for customer service, a list of all contracts divided into your accounts and contract statuses: active and inactive, a list of metering points with details (e.g., contract number, consumption, distribution tariff) – here you can also submit meter readings for settlement, a list of consents you have given for contract handling, a preview of your current contact details, E-EBOK regulations and an account creation guide.

In the “My Account” tab, you can also change your account password and email address, as well as add another customer account view (if you have an agreement with us for another entity) or remove an account view that is no longer needed.

Why can’t I log in to E-BOK?

Check the correctness of your password and login, enter the phone number in the format +48XXXXXXXXX (phone number provided in the Contract). To log in, you will need the Customer number, which can be found in the invoice number after the symbol /K…/.

Who and how often will read the meter after changing the supplier?

Meter readings are carried out by your Distribution System Operator (remotely or by a collector). Changing the supplier does not affect the frequency of readings from the metering point.

Do I have to change the meter when switching to you?

No, meter reading data is collected and provided to us by the Distribution System Operator independently of which supplier you have a contract with.
After changing the supplier, you will receive two invoices: from us – for energy consumption, and from the Distribution System Operator – for distribution fees.

What if there is a malfunction in the installation, who will repair it? How to report a power outage?

Your Distribution System Operator is responsible for the meter installed at the point of consumption. They ensure that your network operates correctly, so any power outages or lack of energy supply should be reported to them immediately. In our company, we handle the billing for the energy consumed by you.

Where to report a power outage? Click here!

How can I provide a meter reading?

We have many solutions! You can provide us with the meter reading for settlement by: accessing your E-BOK account, where, by selecting your contract under the point of consumption, you choose “send meter reading”, sending us a Submission through E-BOK, specifying the value in the content, contacting our office via email at bok@energiapolska.com.pl, or by phone, calling +48 71 715 28 94.

What is the 60/100 offer?

The 60/100 offer means a constant proportion between the price at which you purchase electricity for your own needs and the price at which we buy back the surplus electricity produced by you. This means that we will always buy from you energy (100% of your surplus energy) at a price covering 60% of the price you pay when consuming energy from the grid.
Thus, you receive favorable business conditions, despite changes in energy prices on the market.

How will I receive information about the amount of electricity sold to you?

If you are a producer in a microinstallation, after the end of the settlement period, you will receive an invoice issued in your name from us via email, containing all the data (including information about the quantity and price of the sold energy).
However, if you are a producer and do not use the self-billing service, after the end of the settlement period, you will receive email notification about the quantity of the surplus.

What is surplus energy?

Surplus energy is the amount of produced energy that was not used in each subsequent hour and was introduced into the grid.

How can I pay an e-invoice?

You can pay the e-invoice in a way that is convenient for you. We recommend using one of the options related to e-invoices offered by us: link in the email with the invoice, directly leading to payment; E-BOK, where in the “Invoices” tab, next to each invoice requiring payment, there is a button redirecting to payment, so you can easily control your payments. You can also make a traditional transfer – your individual account number for payment can be found on each invoice in the “Bank transfer details” section or you can check it in E-BOK – we provide it on the main page under the name of your account, so you always have quick access to it.

Does Energia Polska install bidirectional meters?

No, in our company, we handle the billing for the energy consumed and produced by you. However, the installation of a bidirectional meter and the process are carried by the local Distribution System Operator.

What are the next steps after completing the installation of my microinstallation?

At least 30 days before the planned commissioning of the microinstallation, contact your local Distribution System Operator (DSO) to complete all necessary formalities related to it. In the next step, get in touch with us to conclude an agreement for the purchase.

Can I sell surplus electricity from my RES installation to you?

Yes, to prepare an individual offer for you, please send us a message to oze@energiapolska.com.pl and specify your generating source, installation capacity, installation startup date/planned agreement conclusion date. In the response message, you will receive an offer tailored to your needs.

What is a microinstallation?

It is an installation for generating electricity from renewable energy sources (RES), whose total installed capacity does not exceed 50 kW.

Can I receive one e-invoice at two email addresses?

Yes, to add another email address for invoice delivery, please send us a message to bok@energiapolska.com.pl or through the “Reports” tab in the E-BOK system.

In what format are e-invoices sent?

E-invoices are sent in PDF format to the email address provided in the agreement. We also encourage you to create an account on E-BOK – access to e-invoices is unlimited there.

From which address will I receive the e-invoice?

E-invoices are sent from the address system@energiapolska.com.pl.

When will I receive the e-invoice?

You will receive the e-invoice by email on the same day it is issued, around 10:00 PM.

If I order an e-invoice, will I still receive paper invoices?

No. If you agree to receive e-invoices, we will not send you invoices in paper form.

What are the benefits of e-invoices?

With e-invoicing, you gain: convenience: you don’t need to print and store incoming documents. E-invoices are always available in your E-BOK account; security: e-invoice arrives in your account on the day of issuance, so there is no worry about it getting lost; savings: you don’t have to wait for the electricity bill to arrive by mail.
The e-invoice goes directly to your email address and appears in your E-BOK.
Additionally, you choose an environmentally friendly solution, giving up paper and saving energy needed for its production.

Is there any difference between an e-invoice and a paper invoice?

There is no difference between these invoices. An e-invoice is the same proof of sale as a paper invoice.

Does the email with information about issuing an e-invoice contain the invoice?

Yes, the email includes the e-invoice in PDF format. It also contains a summary of the most important information and a payment link.

How will I know that an e-invoice has been issued?

On the same day we issue the invoice, you will receive it by email. Additionally, you will receive an SMS notification from us about issuing the invoice. You can also log in to your E-BOK account, where all invoices are available 24/7 – and you will see the latest ones immediately after they are issued.

From when will I start receiving e-invoices instead of paper invoices?

Your request to change the method of invoice delivery will be processed by the Customer Service Department within a few days of receipt, so you will receive the next invoice in electronic form.

How much does it cost to activate an e-invoice?

Activation of the service and its use is free of charge.

Who can use the e-invoice service?

We encourage every customer to use electronic invoice delivery – just provide us with the email address to which we should send them. This solution is in line with our mission – together we care for the environment, giving up paper and saving energy needed for its production.

What is an e-invoice?

An e-invoice is an electronic invoice and is the same proof of sale as a paper invoice. It is a free form, and it is also a solution consistent with our mission – together we care for the environment, giving up paper and saving energy needed for its production.

How to apply for a refund of overpayment?

You do not need to apply for a refund, as any overpayment will be credited towards your payments in the next settlement period, so you can simply reduce the transfer with the next payment.

However, if you are interested in a refund of the overpayment, we can transfer the excess funds to the bank account specified by you.

You will find the overpayment refund application here: Overpayment refund application ↓

You can check the balance of your account at any time in E-BOK. Check what else you can find there.

How to activate SMS/email notifications?

Through SMS and email notifications, we remind you of: • invoice issuance, • approaching payment deadline, • unpaid payments after the deadline. You can change your notification preferences and communication path at any time on the eBOK portal. After logging in, select “List of contracts” from the panel on the left, then “Contract,” and go to the “Expressed consents” subpage. You can change the consent settings by toggling the “Yes/No” button. Changing notification preferences is also possible by email at: bok@energiapolska.com.pl.

Where can I find the account number for the transfer? There are two numbers indicated on the invoice or the number is not on the white list of taxpayers.

In our company, each client receives their individual account number for transfers. We indicate it on the invoice in the “Payment Details” table. This number may not be on the white list because it is a sub-account of the main account (also indicated on the invoice). In the transfer title, please provide the invoice number for which you are paying. You can also check the individual account number in your E-BOK at any time – we already provide it on the main page under the account name for quick access. Through E-BOK, you can easily pay your invoices with automatic redirection to payments.

My contract with your company has ended, but I still receive invoices – why?

Check when our contract expired and for which period the invoice issued by us was made. If the invoiced period matches the duration of our contract, you probably did not receive the settlement for that time earlier, or it is a corrective invoice for previous settlements. If after verification the situation remains unclear, contact us via the “Reports” tab in E-BOK or at bok@energiapolska.com.pl.

I have assigned the contract for my existing meter – the premises have been taken over by someone else, but I still receive invoices in my name. What should I do?

Invoices for the new buyer (assignee) will be issued from the date the assignment takes effect, i.e., the date on which the Distribution System Operator accepts the change of recipient at the point of consumption. Until the date of assignment acceptance, the documents will be issued to the previous buyer (assignor). This is because the entire process of changing the recipient requires time and involves many steps, but we fully execute this notification on your behalf. We will inform you and the assignee of the accepted assignment dates after approval by the Distribution System Operator.

Why did I receive corrections to the invoice?

Sales invoices may be corrected after updating the measurement data by the Distribution System Operator regarding the amount of consumed energy at a given point of consumption. According to the Energy Law of April 10, 1997, the distribution system operator is responsible for reading the metering systems. Based on the data provided by them, the electricity seller issues invoices for the electricity sold. According to the Distribution Network Operation and Exploitation Instructions, data transmitted by Distribution System Operators may be corrected up to 15 months preceding the month in which the correction is made. This means that until that time, the measurement data, which is the basis for billing for electricity sold, may be changed, necessitating retroactive VAT invoice corrections for invoiced settlement periods. After the correction, the amount of invoiced sold electricity should match the amount of electricity stated in the distribution invoices issued by the Distribution System Operator. The timing of data correction is entirely independent of the electricity seller, and the reason for the correction is always specified on the invoice as the “cause of the correction.”

How many days do I have to pay the invoice?

The payment deadline is visible on each invoice and complies with the provisions of your contract. Usually, it is 14 days from the date of invoice issuance.

How to change the address to which the e-invoice is sent? How to change the delivery method from postal to email, or vice versa?

Through E-BOK in the “Reports” tab, via the hotline, or email bok@energiapolska.com.pl

What if I lost/damaged the invoice?

We encourage you to create an account on E-BOK – access to e-invoices is unlimited there. You can download the invoice you need at any time. If you would like to receive a duplicate via email, contact us through the “Reports” tab in E-BOK or at bok@energiapolska.com.pl

What if I have an underpayment on my account?

You should settle the underpayment as soon as possible, as statutory interest is charged on untimely payments.

There is an overpayment on my account – how to settle it?

No worries! We will credit the overpayment towards the next billing period, so you can simply deduct it from the transfer with the next payment. If you prefer a refund, we can transfer the overpaid amount to a bank account provided by you. You will find a template of such a request in the “Documents to download” section, which you can download, complete, and send to the correspondence address of our company or by email to: windykacja@energiapolska.com.pl. You can check your account balance at any time in E-BOK. Check what else you can find there.

How to check the current balance?

Log in to your account in E-BOK. You will find a list of all your accounts and their current balances. You can also contact our Customer Service Office by email at bok@energiapolska.com.pl or by phone at +48 71 715 28 94.

Where can I find the customer number?

The customer number is on each invoice under the recipient’s details.

Why are the invoices received by mail in black and white?

We want to be as environmentally friendly as possible, so if we print invoices, they are black and white. They are still originals, and this does not affect their correctness. Color versions of invoices are available 24/7 on your E-BOK account.

Where can I check what notice period I have for terminating the contract?

You will find the notice period provisions in your contract, usually in Section 6 of the General Terms of Agreement.

What is the difference between a seller and a distributor?

The distributor has its distribution network, including cables, transformers, and consumption meters. Its main tasks include expanding and developing distribution networks, as well as their repairs, maintenance, and operation. The distributor operates locally depending on the region of Poland, and there is no possibility to change it. The seller, on the other hand, is an intermediary who uses the distributor’s infrastructure and is responsible for delivering electricity directly to the end consumer, and his tasks include settling the consumed energy. The sale of energy is not subject to territorial restrictions, so you can choose any company offering this service from which you want to purchase energy. Both the seller and the distributor invoice for this service they provide, so you are obligated to pay both the sales and distribution invoices for electricity.

Can I cancel the contract concluded with your company?

The applicable laws provide for the possibility of withdrawing from the concluded contract within 14 days from the date of its signing, without giving any reason and without incurring costs, except for the charges for the consumed electricity in this period. The regulations apply only to customers who have consumer rights.

How long does it take to change the seller?

The minimum time to report a change of seller is 21 days in advance – we, as the seller, must observe this deadline to report your contract to the Operator, and it is an unalterable deadline. However, it is necessary to consider additional time for signing the contract, verifying it, and delivering it to our company. An important aspect is also the notice period for your current supplier’s contract, so that changing the seller does not entail any additional costs for you.

Will my electricity be disconnected while changing suppliers?

No. Changing suppliers is safe and occurs without interruptions to the electricity supply, as it does not require changing the installation or meter.

Do I need to personally cancel my contract with my current supplier if I enter into a contract with your company?

Canceling the contract with the previous supplier aims to protect your situation and ensure that the contract is terminated in accordance with the provisions of the agreement you have with that supplier and the General Terms and Conditions, which guarantees, for example, no additional costs for its early termination. You can cancel this contract on your own; however, by granting us a power of attorney when entering into a contract with our company, we will take care of all the formalities on your behalf, including those related to properly terminating with your current supplier.

Does installing a photovoltaic system entitle me to terminate the contract without a penalty fee?

The conditions enabling contract termination are directly derived from its clauses, most often found in section 6 of the General Terms and Conditions of the Contract. The installation of a photovoltaic system does not entitle you to terminate the contract without costs.

Where can I find information about my tariff group, PPE code, and meter number?

You can find these details in your electricity sale contract, on sale and distribution invoices, and in your account on the E-BOK platform under the Contracts section. After selecting the contract number, go to the Active contract elements tab.

If I enter into a contract with you, will you handle all the formalities on my behalf?

Certainly, based on the power of attorney given to us when signing the contract, we will conduct the entire process of changing suppliers on your behalf – we will terminate your current contract and make the change of supplier notification. Thanks to the power of attorney, we will also be able to file complaints with the Distribution System Operator or make data changes on your behalf if such a need is communicated to us.

Is changing suppliers free?

Yes, the process of changing suppliers is free of any charges.

What documents are required to enter into a contract for a new connection? If I am building a house and want to connect it to electricity, can I sign a contract with you for the construction of a new electrical connection?

To enter into and fulfill a contract for the sale of energy for your location with a new connection, the following are required:

  • A document confirming your legal title to use the property in question (e.g., notarial deed),
  • A schematic of your installation/network connection to the OSD network (for A, B, C2x tariff applications) – Technical Data Sheet,
  • Connection conditions / declaration of readiness of the connected installation / confirmation of the possibility of providing distribution services and determining technical parameters, obtained from your Distribution System Operator,
  • A connection agreement: *If it is a construction site, a building permit is required, *If it is a new building – a completion document and permission to use the property.

Remember that the connection agreement must be paid for.

What documents are required for reporting data changes in the contract, tariff changes at the point of consumption, or contract assignment?

  • Information about data changes, especially assignment, should be sent to us as soon as possible, due to the deadlines we have for reporting data changes to the DSO.

When signing an assignment agreement or submitting a data change document, keep in mind that the change can take up to two months – depending on the DSO and the application process (when applying for distribution agreement on new data, the DSO has 21 days to prepare the distribution agreement, and after its conclusion, we make a report, which we also do for another +21 days).

Documents required for notification:

for assignment: Handover protocol, Document confirming the ownership of the new owner/recipient’s premises. Signed powers of attorney attached to the assignment agreement with Energa Polska (assignor and assignee).

for data changes: Signed power of attorney. In case of a change of PPE address, building number, street name – a letter from the city/municipality office about the change of street name/assignment of numbers, etc.

for tariff changes: Within the same tariff group, only written information to Energa Polska is sufficient. For a different tariff than the current one, before notifying Energa Polska of this fact, you must request from the Distribution System Operator new conditions for the given point of consumption indicating the expected tariff.

How can I make changes in the contract or account settings?

You can report the need for changes in data, tariffs, consents to us in writing, by email at bok@energapolska.pl, or through the Submissions tab on your account on the E-BOK platform.

What is the complaint resolution time?

We have 14 days from the date of receiving the complaint (receipt of the letter/email, phone call) to consider a complaint.

Tax Strategy

Our Company’s tax strategy can be downloaded by clicking on the link below:

Tax Strategy

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