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Your protection as a district heating customer

There is a basic level of protection for district heating customers.You always have the right to request negotiations with regard to the price and the capacity that you agreed upon. In conjunction with such a request, you have the right to receive the information that you require in order to be able to negotiate with the district heating company.

A district heating company is obligated to provide notification regarding changes

As a district heating customer, you have the right to receive information about the terms of your agreement.

If your district heating company wants to change the terms of the contract to your disadvantage, the company must notify you first, at least two months before the new terms or conditions start to apply.

The district heating company must also justify why the proposed change, for example, a price increase, is reasonable.

The district heating company always has an obligation to negotiate on price and capacity

You, as the customer, always have the right to request negotiations, with regard to the price and the capacity that you agreed upon.

In conjunction with such a request, you have the right to receive the necessary information in order to be able to negotiate with the company.

You have the right to request negotiations if you do not approve to the proposed change

If, for example, your district heating company wants to increase the price, you have the right to request negotiation.

If you are not able to reach an agreement, the district heating company must inform you verbally or in writing that negotiations have concluded, and of the reason why you have not managed to reach an agreement.

You then have the opportunity to apply for mediation with the District Heating Board. The application for mediation must be received by the District. Heating Board within three weeks from the day when negotiations were concluded.

The district heating company does not have the right to apply new agreement terms if they fail to notify

If the district heating company failed to notify you about changed agreement terms, they do not have the right to apply the new terms.

Nor do they have the right to apply the new terms before three weeks have passed since the negotiations or mediation were concluded.

You have the right to terminate your district heating agreement without cost

The period of giving notice is normally three months. Contact your district heating company if you want to terminate your agreement.