Consumer info & Terms of contract
Consumer law
Consumer rights under the Electricity Act
Below is an extract from the Electricity Act (1997:857).
Here (https://www.riksdagen.se/sv/dokument-och-lagar/dokument/svensk-forfattningssamling/ellag-1997857_sfs-1997-857/#K11) you can read the full text of the law.
Change of electricity supplier
Chapter 9, section 11
An electricity supplier shall ensure, in a non-discriminatory manner as regards costs, effort and time, that an electricity user is able to switch to another electricity supplier within three weeks of the request to do so.
Switching electricity suppliers must be free of charge for consumers and small businesses. Law (2023:238).
Final invoice when changing electricity supplier
Chapter 9, section 13
In the event of a change of electricity supplier, the withdrawing electricity supplier must ensure that the electricity user receives a final invoice within six weeks of the date on which the electricity supply ceased. Law (2023:238).
About the content of the electricity contract
Chapter 9, section 21
A contract between an electricity supplier and an electricity user for the supply of electricity at the electricity user's point of consumption shall contain information on
- the name, address, telephone number and website of the electricity supplier
- when the contract is concluded and when the electricity supplier plans to start supplying the electricity user;
- for the duration of the contract or until further notice;
- the services covered by the contract;
- the electricity supplier's commitment to the electricity user;
- the conditions for invoicing and payment;
- what applies to the renewal of a contract that runs for a certain period of time;
- the conditions for terminating the contract and whether the contract can be terminated free of charge;
- how the compensation is calculated in the event of early termination of a fixed-term contract;
- the conditions for compensation if the electricity supplier does not meet its contractual obligations;
- where the electricity user can find information on the electricity supplier's prices, other services and conditions, and consumer rights; and
- how out-of-court dispute resolution is initiated.
The electricity supplier shall provide information on the contractual terms and conditions to the electricity user prior to the conclusion or confirmation of the contract, including in cases where the contract is concluded through an intermediary.
The electricity supplier shall provide the electricity user with a concise and easily accessible summary of the main terms of the contract. Law (2023:238).
Information on changes to contract terms
Chapter 9, section 23
An electricity supplier who intends to change the terms of an open-ended contract shall notify the electricity user of the change and of the electricity user's right to terminate the contract in a separate notice. If the change of terms concerns the price of electricity supply, the notice shall also state the reasons and conditions for the change.
The electricity supplier shall inform the electricity user at least two weeks before the new conditions apply. If the electricity user is a consumer, the electricity supplier shall notify the electricity user no later than two months before the new terms and conditions apply. Law (2023:238).
Damage caused by electricity
Chapter 11, section 11
Provisions on liability for damage caused by electricity are contained in the Electricity Safety Act (2016:732). Act (2023:238).
Payment methods
Chapter 9, section 29
Electricity suppliers shall offer several payment methods for billing and shall not discriminate against an electricity user on the basis of the payment method chosen by that user.
The fees charged for a given payment method or prepayment system may not exceed the payee's costs for using the payment method or system. Law (2023:238).
Interruption of electricity transmission due to consumer's breach of contract
Chapter 11, section 2
The supply of electricity to a consumer may be interrupted if
- the consumer has failed to fulfil his obligations under the contract with the network operator or the electricity supplier for the transmission or supply of electricity;
- there is a material breach of contract;
- the consumer has been invited to take remedial action within a reasonable time and, if it is not a case of non-payment, has been informed, together with the invitation, that the transfer may otherwise be interrupted;
- the period referred to in paragraph 3 has expired;
- rectification has not taken place, and
- the circumstances are such that there is no reason to fear that an interruption would result in non-negligible personal injury or extensive material damage.
If the consumer has acted unfairly, the transfer may be interrupted even if the circumstances are not as set out in the first paragraph 6.
Chapter 11, section 3
In the event of non-payment, the transmission of electricity to a consumer may only be interrupted if
- the payment relates to the transmission or supply of electricity;
- the conditions for disconnection under section 2 are met and the consumer has been informed in good time of the options available to avoid disconnection;
- the consumer, after the expiry of the period for rectification referred to in section 2(3), has been requested to pay within three weeks of being served with the request, together with information that the transfer may otherwise be interrupted;
- a notification of the non-payment has been sent, at the same time as the request referred to in paragraph 3, to the social welfare committee of the municipality where the consumer receives the electricity;
- the three weeks referred to in paragraph 3 have expired;
- the social welfare board has not, within the three weeks, notified the person who gave the notice under 4 in writing that it is assuming liability for the debt;
- the payment has not been made; and
- the claim is not disputed. Law (2023:238).
On compensation for electricity transmission interruptions
Chapter 11. 6 §
If the transmission of electricity is interrupted on the grounds of the consumer's breach of contract without the conditions laid down in sections 2 or 3 being met, the consumer is entitled to compensation for damage caused by the network undertaking.
If the transmission of electricity has been interrupted at the request of the electricity supplier, the latter shall instead compensate the consumer for the damage incurred. Law (2023:238).
Chapter 11 9 §
Damages under sections 6-8 include compensation for expenses and loss of income and for other losses due to the interruption. Law (2023:238).
Chapter 11, section 10
The consumer shall notify the other party of any claim for compensation under sections 6 to 8 within two years of the occurrence of the damage. If the consumer fails to do so, the right to compensation for the damage incurred is lost. Law (2023:238).
What is a distance contract?
A distance contract is a contract concluded between two parties without a physical meeting taking place. Common examples include the purchase of electricity from an electricity trading company via the internet, telephone or in the context of sales outside a traditional business premises.
What are my rights as a customer in a distance contract?
As a customer, you have the right to receive clear information about the terms and conditions of the contract and prices before you enter into the contract. You also have the right to cancel your purchase within 14 days of receiving information about your rights as a consumer.
What should I do if I want to cancel my remote electricity purchase?
If you wish to cancel your remote electricity purchase, you must notify Green Hero within 14 days of receiving the contract copy and information on your consumer rights. If you have not received this information, please contact customer service within 14 days of the order date.
Can I be cut off from electricity if I don't pay my bills?
Electricity is a basic necessity for you as a consumer. At Green Hero, we can only cut off your electricity in the event of a material breach of contract, for example if you have not paid your electricity bills for a long time. This is a process that takes time, and we will always notify you before disconnection takes place. For more information, visit https://www.hallakonsument.se/varor-och-tjanster/elrakning-och-avstangning-av-el/
Complaint handling
If you are not satisfied
1) Contact customer service
We always strive to be better. If you are not satisfied with us, you should first contact our customer service. Call us on 010-3002300, we are open weekdays 08:00-16:00.
2) External advice and dispute resolution
If you are not satisfied with the response from our Customer Service, you can take your case further to get impartial advice or have it reviewed.
Your local consumer advisor
Municipal consumer advisors offer free advice and are available in most municipalities. Contact your municipality for further information and contact details.
The Consumer Agency
The Swedish Consumer Agency's information service "Hallå Konsument" provides consumer information and personal guidance.
https://www.hallakonsument.se/
Energy Markets Inspectorate (EI)
EI is the electricity market regulator that oversees the energy markets for electricity, natural gas and district heating. You can also get information and guidance here.
General Complaints Board (ARN)
ARN is a government agency that deals with disputes between traders and consumers. You can turn to ARN to have your case heard. A decision from ARN is a recommendation on how to resolve the dispute.
You can also contact them on ARN's telephone number: 08-508 860 00
Privacy policy
How is my personal data handled?
Your personal data is handled in accordance with the General Data Protection Regulation (GDPR).
External advice and dispute resolution
Can I get advice and help with dispute resolution?
If you need advice or help resolving a dispute, there are several resources available to you. We recommend that you contact a municipal consumer advisor who can provide you with independent advice and guidance on electricity market and contract issues. You can find more information about these services here
https://www.hallakonsument.se/om-oss/kommunal-konsumentvagledning-kvl
The Energy Markets Inspectorate is a supervisory authority that you can contact if you have comments or complaints about, for example, electricity network tariffs or quality of supply in the electricity network.
The National Board for Consumer Disputes (Allmänna reklamationsnämnden) is a government agency that deals with disputes between traders and consumers.
You can also take any dispute to a general court (district court). However, you should first contact a representative, such as a lawyer, who can assess your case
Payment
What are the different payment methods at Green Hero?
You can pay for your electricity by direct debit, e-invoice or paper invoice. You choose the option that suits you best. We always recommend the environmentally friendly options.
How do I get a direct debit or e-invoice?
Or by applying through your online bank,
The correct recipient is: Nordfin Capital III AB
BG: 5599-0402
E-invoices can only be applied for via your online bank
The correct recipient is: Nordfin Capital III AB
BG:5599-0402
Payer number = social security number.
How often do I receive my invoice?
Invoices are sent once a month and electricity bills are always invoiced in arrears. Your first invoice from us will therefore arrive the month after we start your delivery.
What happens if I don't pay my bill?
If you miss a payment, we will send you a reminder after the due date. If the invoice remains unpaid after the reminder, a collection letter will be sent. To avoid unnecessary reminder and collection costs, we recommend that you pay your invoices on time. Please contact customer service if you have any questions or concerns.
I can't afford to pay my bill, what should I do?
We only sell 100% renewable electricity, but you can choose between different price models.
Energy Contract
What electricity contracts does Green Hero offer?
You can find and read more about the different options at "Our electricity contracts"
What type of electricity contract can I buy from you?
We only sell 100% renewable electricity, but you can choose between different price models.
How do I switch to you as my electricity supplier?
Switching to us as your electricity supplier is easy. You can do so by using our online form or by calling our customer service.
How long does it take to switch electricity suppliers?
The switch usually takes between 1-2 weeks. During this time, we will handle all the practical details of the switch, including the termination of your old contract.
What is the difference between hourly, variable or managed electricity prices?
An hourly rate means that you pay for electricity the hour you use it, while a variable electricity rate can vary depending on the market price of electricity. Variable electricity rates have historically been cheaper than fixed electricity rates.
Managed electricity contracts are a new type of contract with a longer commitment period, often between 1-3 years, which gives customers greater stability in their electricity costs. They are also an advantage for customers who do not want to take on the risk that pricing on the electricity market may fluctuate too much during the contract period. In a volatile electricity market, managed electricity contracts can be a security for many.
Can I use Elpriskollen to compare electricity contracts?
You have the possibility to change your electricity supplier and make an active choice of electricity contract. To help you make an informed decision, you can use the comparison tool Electricity price check.
Elpriskollen is an independent tool provided by the Swedish Energy Markets Inspectorate that allows you to compare prices and conditions of different electricity contracts in a simple and transparent way.
What is demand response and how can I benefit from it?
Demand response means that you, as an electricity user, can adjust your electricity use based on changes in electricity prices or other factors. By using electricity when the price is low, or reducing your use when the price is high, you can influence both your electricity costs and contribute to a more balanced electricity system.
Examples of how you can be flexible in your electricity use:
- Schedule dishwasher or washing machine use for times when electricity prices are lower.
- Optimize EV charging to take advantage of price variations.
- Take advantage of smart systems that adjust the heating or cooling of your home according to the price of electricity.
For more information on demand response, visit Energy Markets Inspectorate website.
What do I pay for my electricity?
When you buy electricity in Sweden, you pay not only for the electricity you consume, but also for several services and charges that enable the electricity market to function. Here is an overview of the different costs involved:
1. North Pools management
Nordpool is the Nordic electricity exchange where electricity is traded. The fee covers the administration and management of electricity purchases between producers and electricity suppliers.
2. Svenska Kraftnät Services
Svenska Kraftnät is the state-owned company responsible for ensuring that the Swedish national grid - the major power lines - functions stably and safely. The levy contributes to the operation and maintenance of this network and to ensuring the balance between production and consumption of electricity in real time.
3. Balance sheet liability management
Balance responsible operators ensure that the amount of electricity produced matches the amount consumed. This charge covers the costs of maintaining this balance and thus preventing disruptions to the electricity network.
4. Guarantee of origin administration
If you buy renewable electricity, a guarantee of origin is included, showing that the electricity comes from wind, hydro or solar power, for example. This fee covers the administration of these guarantees.
5. Volume-related services
Volume-related services are costs based on how much electricity you consume. They include various charges linked to the transportation and handling of the electricity.
6. Electricity certificate contribution
The electricity certificate system is a way to support the production of renewable energy. As an electricity customer, you pay a small fee that goes to producers of renewable electricity, helping to increase the share of sustainable energy in the electricity mix.
7. Contractual supplement
In addition to these costs, your electricity contract may include specific surcharges depending on what you and your electricity supplier have agreed. For example, there may be extra costs for fixed price, eco-labeling or additional services.
Total price for your electricity
The total price of your electricity is made up of three parts:
- Electricity price: The price of the electricity you consume.
- Electricity network charge: The cost of transporting the electricity from the grid to your home. This bill comes from your local electricity grid company.
- Taxes and charges: VAT, electricity tax and other statutory charges.
By understanding the different components of your electricity bill, you can make more informed choices and gain insight into what you are actually paying for.
Electricity market issues
What is the electricity market?
The electricity market is a market where producers, network companies and electricity trading companies buy and sell electricity. The Swedish electricity market is regulated by the Swedish Energy Market Authority (Energimarknadsinspektionen) and is called Nord Pool.
What is the difference between an electricity producer and an electricity trading company?
An electricity generator is a company that produces electricity from a power source such as hydroelectric, wind or nuclear power. An electricity trading company is a company that buys and sells electricity on the market to consumers and businesses.
What does 'open competition' mean in the electricity market?
Open competition means that several different electricity trading companies are able to sell electricity on the market, and consumers have the freedom to choose which company they want to buy electricity from. This gives consumers more choice and can often lead to lower prices.
What factors influence electricity prices?
The price of electricity is influenced by several factors such as supply and demand, electricity generation, availability of energy sources and weather conditions.
Can I choose my electricity network operator?
No, you cannot choose your electricity network company. According to the Electricity Market Act, the electricity network company operating in your geographical area is responsible for transmitting electricity to your property.
Environment & Sustainability
What is the difference between renewable electricity and eco-labelled electricity?
Is there a difference between electricity and power? Yes, there is! There is a big difference between how different types of energy are produced, and whether they respect the environment, nature, animals and plants. Renewable electricity and eco-labeled electricity are quite different. Read on and we'll explain how.
Origin marking
Origin marking
Here you can read about the origin marking of the electricity contracts we offer. Each contract is carefully selected to ensure that you as a consumer can make an informed choice. Below are our two options: 'Good Environmental Choice' and '100% Fossil Free', both of which guarantee a sustainable energy supply from renewable and fossil-free sources.
Green Hero Agreement
Good Environmental Choice
Electricity labeled Good Environmental Choice 100% wind power.
100 % renewable
CO2 emissions 0 grams/kWh
Nuclear fuel waste 0 grams/kWh
100% Fossil-free
99% Nuclear power
1% Other
Residual mix - not in our range
If you don't make an active environmental choice, you get electricity from the Nordic electricity mix.
The residual mix is the electricity that remains in the Nordic electricity mix after all origin-labeled electricity sold has been deducted.
Environmental impact
Good Environmental Choice
CO2 emissions 0 grams/kWh
Nuclear fuel waste 0 grams/kWh
| CO2 emissions | Nuclear fuel waste |
|---|---|
| 0 grams/kWh | 0 grams/kWh |
Residual mix
CO2 emissions 467.62 grams/kWh
Nuclear fuel waste 0.00076 grams/kWh
| CO2 emissions | Nuclear fuel waste |
|---|---|
| 467.62 grams/kWh | 0.00076 grams/kWh |
What is Green Hero doing to reduce its environmental impact?
Green Hero aims to reduce its environmental impact by offering its customers electricity generated from renewable energy sources, such as wind and solar power.
We also actively work to reduce our own energy consumption by using energy-efficient technologies and encouraging our employees to be energy conscious.
What kind of electricity can I buy from you?
The electricity provided by Green Hero is always 100% fossil free. We care about customer satisfaction, so we offer the opportunity to choose the type of electricity you want to consume. We have options such as, 100% renewable electricity and 100% fossil-free electricity consisting of 99% nuclear power.
Read more below about our origin marking and our electricity production.
What is the difference between traditional fossil-based electricity and electricity from renewable energy sources?
The difference between traditional fossil-based electricity and electricity from renewable sources lies in the source and environmental impact. Fossil-based electricity is produced from oil, coal and natural gas, which are non-renewable and generate high greenhouse gas emissions. Electricity from renewable sources, such as solar, wind, hydro and biomass, comes from resources that are renewable and sustainable.
How can I as a customer help reduce my own environmental impact?
You can reduce your environmental impact as a customer by reducing your energy consumption. This can be achieved by being aware of your daily energy use. Choosing electricity from renewable energy sources also helps to combat climate change.
