Within the framework of Energy Market Regulation Authority’s Law No. 4628 on the Organization and Duties of the Institution, Energy Market Regulation Authority is responsible for protecting the consumer in natural gas market. In addition to this, General Directorate of Consumer Protection and Market Surveillance, an institution that carried out activities under Ministry of Customs and Trade, is responsible for protecting consumers acting for non-commercial or non-occupational purposes within the framework of the Law on the Protection of Consumer No. 6502.

The subscription contract is made with the natural or legal person or their authorized representatives who will actually use the natural gas. If the subscription transfer process is made by third parties, a Notarised Power of Attorney copy taken from the official applicant (the power of attorney must be complete or for natural gas subscription and contract procedures) must be submitted.

Abone, fatura bedeline itiraz etme hakkına sahiptir. Abone faturaya itirazını, tebliğ tarihinden itibaren son ödeme tarihine kadar Müşteri Hizmetleri birimimize yapabilir. Aksa Doğalgaz olarak itirazı, itirazın yapıldığı tarihten itibaren on iş günü içinde karara bağlamakla yükümlüyüz .İtirazın yapılmış olması ödeme yükümlüğünü ortadan kaldırmaz. İtiraz sonuçlanıncaya kadar itiraza konu olan tüketim miktarının, abonenin geçmiş yıl aynı dönemdeki tüketim miktarından fazla olması durumunda, bir önceki yılın aynı döneminde tüketilen miktar dikkate alınır. Bu miktar, itiraza konu olan dönemin perakende satış fiyatı üzerinden hesaplanarak abone tarafından son ödeme tarihine kadar ödenir. Aboneye ilişkin geçmiş yıla ait veri olmaması durumunda, hesaplamalar, benzer tüketim eğilimine sahip diğer abonelere ilişkin veriler dikkate alınarak yapılır. İtirazın şirketimiz tarafından haklı bulunması halinde, itiraza konu tüketim bedeline dair fazla olarak tahsil edilen bedel, itirazın karara bağlandığı tarihten itibaren beş iş günü içinde aboneye uygulanan gecikme zammı ile birlikte nakit olarak iade edilir veya abonenin kabul etmesi halinde bir sonraki faturasından mahsup edilir. İtirazın, şirketimiz tarafından haksız bulunması halinde ise, itiraza konu tüketim bedelinin eksik tahsil edilen kısmı son ödeme tarihinden itibaren hesaplanacak gecikme zammı tutarı ile birlikte itirazın karara bağlandığı tarihten itibaren beş iş günü içinde abone tarafından ödenir.

If the bill is undercharged because of our fault, our company calculates the consumption cost using the current retail sales price, and plans instalments equal to the number of months in which the bill is undercharged, and in this case, no delay fee is applied. On the other hand, if the bill is overcharged, the overcharged amount collected is paid to the subscriber in cash along with the delay fee within five working days, or if the subscriber accepts, deducted from the next bill.

Our company reads the meter indexes of subscribers using mechanical meters on a monthly basis, with no deviations more than plus or minus five days from the previous reading date. Our company reserves the right not to invoice monthly consumptions that do not reach 50 cubic meters for that period.

In order to guarantee their receivables, our company receives a one-time security deposit at the signing of the subscription contract from the subscribers using mechanical meters. Security deposit is not charged subscribers who use prepaid meters. Security deposit is collected from persons or their authorised representatives, who draw up a contract based on actual use of natural gas. The security deposit amount and the procedures and principles regarding its calculation are determined by the Board.

Security deposit paid by the subscriber whose subscription contract has expired is returned to the subscriber or his authorized representative within fifteen days at the latest from the date of the request for the termination of the subscription agreement, provided that all debts have been paid and the security fees received in cash are updated within the framework of the relevant legislation.

The upper limit of the meter opening-closing fee to be applied to subscribers whose natural gas is cut off and their service is stopped is determined by the Board Decision taken on connection tariffs every year. This fee is applied only when the meter is closed, and the subscriber whose meter is closed is not charged again when the meter is opened.
If illegal use of natural gas is determined, a penalty, the amount of which is three times as much as the opening-closing fee, is applied.

Carrying out its activities within the distribution areas approved by Energy Market Regulatory Board, out company’s license period is thirty (30) years within the scope of the relevant legislation, The technical audit regarding the 5-year-term obligations of the company arising from the specification is carried out under the coordination of Energy Market Regulatory Board. The  street, for which the construction of a natural gas distribution network is requested, is considered within the termed liability of the company as specified in the specifications provided that it is included in the implementary development plan valid on the tender date or license expansion that; on the other hand, as part of the conditions considered as force majeure within the scope of 46th Article of Natural Gas Market License Regulation, if the roads which comply with the Implementary Development Plan are not constructed, if grade elevation of the road is not consistent with the actual conditions and landscaping of the site, or if necessary permits and licenses which are obligatory for the construction works of our company are not received as is proven and documented by the relevant authorities, our company cannot be requested or enforced to carry out any network construction until these conditions are eliminated. It is of vital importance that municipalities work in coordination with natural gas distribution companies in this regard, as the establishment of a network in places where the aforementioned conditions are observed can be dangerous in terms of load and system security due to the costs of network displacement that may occur in the future. For this reason, if roads suitable for public works are constructed and if grade elevation of the roads are eligible as asphalt top level, this must be declared by the relevant municipality to our company. Network construction activities can be commenced for streets, current grade elevation of which is approved by the municipality as eligible, and which are within the scope of investment liability, after they are included by the natural gas distribution company and the relevant municipality issues the excavation permits. On the other hand, for distribution areas where natural gas distribution services were provided before 2011, it has been decided that, liabilities of companies licensed as per the 1st Article of Natural Gas Market Law No. 4646 and within the framework of the Board Decision No. 3806 dated 02/05/2012, with regard to the construction of connection and service lines where the distribution networks reach,  must be addressed within the scope of 36th Article of Distribution and Customer Services Regulation.

1.If the subscriber does not want to use natural gas for a period of time, provided that the price of the natural gas used until that period is paid, within three days,
2. If the subscriber does not pay the bill within fifteen days after the payment due date, by sending a notice at least three days in advance,
3. If illegal use of natural gas is determined based on the court decision or decision of Energy Market Regulatory Board,

4. If the subscriber does not meet her/his financial liabilities related to the gas subscription at another address,
5. If the subscriber does not respond to the notice sent by the distribution company, which reports that the meter could not be read for at least two billing period for reasons resulting from the negligence of the customer,

6.Where conditions specified in the 63rd article of Natural Gas Market Distribution and Customer Services Regulation (Natural Gas Market Distribution and Customer Services Regulation - Article 63- Distribution company may cut the natural gas supply only if natural gas leakage, a severe safety risk, quality, pressure and other properties of the natural gas pose a threat on the safety of life and property) occur,
7. And in the case o force majeure conditions specified in other applicable legislations, distribution company can suspend the service and such conditions are declared in the customer contract.

Except for the 3th and 6th sub-clauses above, natural gas service can be temporarily cut during work hours and outside official holidays. Also, the written notices to be sent with regard to service interruptions are written with a clear and easily understandable wording, it includes the date and reason of service interruption and phone numbers of our company for getting detailed information about this subject.

In case of known natural gas interruptions due to reasons such as expansion, renewal, improvement and repair of the natural gas network, our company may interrupt the natural gas supply by informing subscribers at least three days in advance giving information about the measures to be taken, the period interruption, the date on which the interruption will and through local or other means of communication. Our company completes such maintenance and repair activities within the shortest period of time possible. Natural gas supply can also be cut due to a failure in the interior installation of subscribers. Our company is responsible for any losses and damages that might occur as a result of natural gas interruptions that happen without prior notice except for emergency cases.

Our company’s emergency response center is available with a sufficient number of phone lines that can respond to the calls of persons who call for emergency notice after no more than three rings without waiting for the answering machine. Our company is liable to take action for emergency notices within fifteen minutes at the latest. Emergency response center informs the person calling for emergency notice about what actions to take for the emergency case, and in how many minutes the emergency response team can reach to the place where the emergency case is taking place. If necessary, response team gets into contact with security, fire brigade and emergency health centers. In emergency cases, subscribers inform the emergency response center and ask for help. Customers comply with the applicable legislation and the rules of our company with regard to the measures to be taken against natural gas leakage and accidents. Emergency response services are provided free of charge. However, the repairs and modifications to be made in the interior installation as a result of the emergency response are under the responsibility of the subscribers.

If the subscriber does not pay the bill within fifteen days after the payment due date, natural gas supply can be cut by sending a notice at least three days in advance.

When the customer, whose natural gas is cut, meets his/her liabilities, and applies to the distribution company, the natural gas is supplied to the customer within 24 hours.  However, if deemed necessary, interior installation is subject to control and test procedures within this period.