Customer service information

General information for consumers.

The rights, obligations of the consumer, power provider and other entities of the Ukrainian electricity market are determined by legislative and by-law acts, which are placed in the section «Statutory acts».

Customer service regarding consultations and information on the conclusion of electrical energy supply contract to the consumer, of procedures and form of billings and payments for electricity is carried out at the customer service center located at the address: Romain Rolland, 12, Kharkiv, 61058.

WORKING HOURS OF THE CONSUMER SERVICE CENTER:

Monday - Friday - from 8 a.m. to 5 p.m.
break from 12 p.m. to 1 p.m.
Saturday, Sunday – days off.

Consideration of requests, complaints and claims concerning the quality of electric energy supply and electrical supply safety information, we ask to provide to the customers’ service center located at the postal address: Romain Rolland, 12, Kharkiv, 61058 or e-mail: tek@elcom.com.ua.

To receive the necessary information in telephone mode, you can address to the Call Center:
(057) 751 05 90 (057) 714-45-90


The procedures of consumers’ requests

  1. How to file a written request / complaint / claim / notification of the threat of electrical safety to LLC «TEC «ELCOM»:
    • sent to the postal address: Romain Rolland, 12, Kharkiv, 61058;
    • transfer personally to the consumer service center at the address above;
    • during the personal reception by the management of the Company;
    • sent to e-mail: tek@elcom.com.ua;
    • зателефонувавши до Кол-центру за номерами: (057) 751 05 90 (057) 714-45-90
  2. Requirements for the execution of request / complaint / claim / message of the threat of electrical safety:
    • must be surely specified: the consumer’s full name according to the constituent documents, legal address, address of the location of the electricity supply;
    • must be stated the essence of the issue of a question, offer, statement, complaint, message, etc.;
    • written request / complaint / claim / message of the electrical safety must be signed by the applicant (s) with the indication of the date. Applying a request / complaint / claim / message of the electrical safety to e-mail you must specify the e-mail where we can send the answer or the information about other means of communication with the applicant. Electronic digital signature is not required for electronic communications.
  3. Consideration of the request / complaint / claim / message of the threat of electrical safety sent to LLC «TEC «ELCOM»: if there is the specified address of the customer's feedback (postal address, e-mail, phone number) in the request / complaint / claim / message about the threat of electrical safety, the presentation of the previous answer about the possibility of solution of the question or notification about the beginning of consideration of the request / complaint / claim / notification of the threat of electrical safety and the terms of its review are carried out within 3 working days from the day of receipt of such request / complaint / claim / notification of the threat of electrical safety. Any other requests / complaints / claims are considered within the terms defined by the current legislation in Ukraine.
  4. The procedure of the providing message about the threat of electrical safety. This Procedure determines the procedure for providing information about the threat to the electrical safety of consumers with a view to rapid response and fast localization of events that endanger the people’s and animals’ electrical safety or can lead to system failure in equipment or production accidents.
    1. The actions of the consumer’s workers or witnesses of an accident or breakdown that threatens the electrical safety:
      1. Information term: immediately.
      2. To whom to submit the information: to the Call Center:
        (057) 751 05 90, (057) 714-45-90 or e-mail: tek@elcom.com.ua
      3. Operations procedure: In case of identification of the events that endanger the people’s and animals’ electrical safety or can lead to system failure in equipment or production accidents it is necessary immediately first of all to hold the safe distance from the place, inform other people about the danger, prevent accidental passersby or animals from approaching the accident site and report what happened through the communications facility or the manager or other authorized officer at the enterprise for consumers to the Call Center: (057) 751 05 90, (057) 714-45-90 or e-mail: tek@elcom.com.ua
    2. Actions of managers or other authorized officers at the enterprise in case of receiving the information about an accident or breakdown that threatens electrical safety:
      1. Information term: immediately.
      2. To whom to submit the information: In case of the fire at the facilities: inform in Department of the civil protection, fire safety and mobilization work, the duty dispatcher of the District Electric System, Dispatching service, and also phone to the Call Center: (057) 751 05 90, (057) 714-45-90 or e-mail: tek@elcom.com.ua.
      3. Operations procedure: first of all field managers must assess the situation objectively and determine the consequences of the accident or other events that threatens the electrical safety, organize the first-aid for the necessity, take action to prevent such events in the future.

To report on the threat of electrical safety, it is necessary to phone the Call Center at the following numbers: (057) 751 05 90, (057) 714-45-90 or sent e-mail tek@elcom.com.ua. In this case, the message theme must be noted «The threat of electrical safety».