| Customer Service |
| In the first instance, turn to our customer service. Call us during our opening hours, which you’ll find through our customer service link https://www.cheapenergy.se/kundservice/. Or feel free to call us on 010 405 41 80. The terms and conditions of our deal can be found on https://www.cheapenergy.se/vara-villkor_2020_12_01/. |
| Claims, damages and complaints |
| If you’re still not happy, having spoken to our customer service, you can send a claim to our customer service. To get the form, contact customer service on 010 405 41 80. The claim will then be handled by our claims department. |
| The Swedish Consumer Agency’s withdrawal form |
| http://www.konsumentverket.se/contentassets/c78f43844da74c7786821d8d12a98b5a/angerblankett_konsumentverket_150817.pdf |
| External advice and arbitration |
| If you want to take your case further for impartial advice, there are several external parties to turn to. Their job is to help you, based on consumer legislation. |
| You can turn to these bodies for impartial advice and independent user advice |
| Municipal consumer advisors |
| https://www.konsumentverket.se/for-konsument/ |
| Municipal consumer advisors are available in most municipalities, and their services are free. You can get advice if you have ended up in a dispute with a business. Call your municipality for further information and contact details. |
| The Swedish Energy Markets Inspectorate |
| http://www.ei.se |
| You can have a case tried here |
| The Swedish Energy Markets Inspectorate is a supervisory authority for the electricity, natural gas and district heating markets, ensuring that they work as well as possible. For instance, they inspect network owners’ fees, and the quality the networks deliver. You can contact them if you want to try whether a connection fee is reasonable, for instance. |
| National Board for Consumer Complaints |
| www.arn.se |
| The National Board for Consumer Complaints (ARN) is a state authority that tries disputes between businesses and consumers impartially, for free. You can contact them if you are unsatisfied with a decision. |
| Swedish National Courts Administration |
| http://domstol.se |
| You can also try any dispute in a general court, for instance if one party isn’t adhering to the National Board for Consumer Complaints’ decision. The district court is then the first port of call. The court is objective and impartial. |
| Independent user advice where you can get information about various energy efficiency measures and comparison profiles. |
| The Swedish Energy Agency |
| http://www.energimyndigheten.se/energieffektivisering/hemmet/10-snabba-energispartips/ |
| Cheap Energy |
| Call, email, or send us a letter, and we can help you to find the right independent energy advisor in your municipality. |
| Help us to get better |
| Being a customer with us should be safe and simple. So we would love to know if we haven’t been able to meet your expectations. If you’re not happy, there are a number of ways for you to get help. |
| We’ll help you |
| Send an email to our customer service on kundservice@cheapenergy.se or call 010 405 41 80, and tell us your views. |
| Things to think about when you sign your energy contract |
| Before you sign your energy contract, regardless of whether it’s over the phone, online or verbally, you should make sure that you get the following information, as per chapter 11 of the Special Regulations Concerning the Transfer and Delivery of Electricity to Consumers: |
| § 13 A contract between a consumer and an energy supplier should include details of |
| the energy supplier’s name, address, phone number and website, |
| the energy supplier’s obligations towards the consumer, |
| when the agreement is valid from, and at what point the energy supplier plans to take over delivery to the consumer, |
| where the consumer can find information about the energy supplier’s prices and other terms and conditions, |
| the terms and conditions for invoicing and payment, |
| the time to which the contract runs, or if it is valid until further notice, |
| what applies concerning extension of a contract that applies for a limited time, |
| the terms and conditions for cancelling the contract, |
| how compensation is calculated if a contract that applies for a limited time is cancelled early, |
| the terms and conditions for compensation if the energy supplier doesn’t fulfil their obligations as per the contract, and 11. how the energy supplier supplies the additional consumer-related information stated in § 18, on their website or on request. |
| Information about the terms, conditions and details as per the first paragraph should be provided to the consumer before the agreement is entered into or confirmed. Act (2011:712). |
| Advice and arbitration |
| There are a number of independent bodies that can help you, such as |
| The Swedish Energy Agency |
| You can get energy and climate advice from the Swedish Energy Agency |
| The Swedish Energy Agency’s website |
| http://www.energimyndigheten.se/energieffektivisering/hemmet/10-snabba-energispartips/ |
| Cheap Energy AB |
| Call, email, or send us a letter, and we can help you to find the right independent energy advisor in your municipality |
| The Swedish Energy Markets Inspectorate (EI) |
| EI is the supervisory authority for the energy market. You can contact EI if you have views and/or complaints about electricity network tariffs, connection fees, or the quality delivered through the electricity network. |
| The Swedish Energy Markets Inspectorate’s website |
| Municipal energy advisors |
| You can get energy and climate advice from your municipality’s energy advisor. |
| Municipal consumer advisors |
| You can get support when you have complaints or a dispute with a company from your municipality’s consumer advisor. |
| National Board for Consumer Complaints (ARN) |
| ARN is the state authority that tries disputes between businesses and consumers. |
| The National Board for Consumer Complaints’ website |
| Court |
| You can also try any dispute in a general court (district court). First, however, you should get in touch with an attorney, such as a barrister, who can assess your case. |
| Swedish National Courts Administration’s website |
| Your rights as a consumer |
| Chapter 11 of the Electricity Act regulates your rights as a consumer. |
| Consumer rights as per chapter 11 |
| You can read the Electricity Act in its entirety here |
| Guarantee of origin |
| The Scandinavian residual mix for 2019 consists of 5.31 % renewably produced electricity, 48.17 % nuclear power, and 46.52 % fossil-produced electricity. The environmental impact of the Scandinavian residual mix is 338.53 g/CO2 per kWh. |
