Frequently Asked Questions

Under Law No. 4628 on the Organisation and Duties of the Energy Market Regulatory Authority, the Energy Market Regulatory Authority (EMRA) is responsible for consumer protection in the natural gas market. In addition, the General Directorate of Consumer Protection and Market Surveillance, under the Ministry of Customs and Trade, is responsible under Law No. 6502 on Consumer Protection for protecting consumers acting for purposes outside their trade or profession.

In distribution regions awarded through tenders conducted by the Energy Market Regulatory Authority (EMRA), our company operates under a 30 (thirty)-year licence in accordance with the applicable legislation. Technical supervision of the company’s five-year obligations arising from the tender specifications is carried out under the coordination of EMRA. 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.

If natural gas is to be used at your address for the first time, the first step is to enter into a connection agreement through the Aksa Natural Gas Mobile App, our Online Services channel or one of our offices. Once the connection agreement has been completed, you will need to select a certified internal installation company, which will then initiate the project review and approval process. After the project has been approved by our company, work on the natural gas installation can begin.

Once the internal installation work has been completed, a natural gas supply agreement must be entered into through the Aksa Natural Gas Mobile App, our Online Services channel, the e-Government (e-Devlet) platform, the Aksa Natural Gas Solution Centre or one of our offices. The certified company will then schedule an appointment for the installation inspection.

If our inspection confirms that the installation complies with the applicable technical and safety requirements, the natural gas supply will be activated. For detailed information on the residential and non-residential subscription process, click here.

The natural gas connection agreement must be made in the name of the registered owner of the building or independent unit to be connected.

If the application is submitted by a person authorised by the owner, notarised proof of authorisation must be provided. You can complete your connection agreement procedures 24/7 through the Aksa Natural Gas Mobile App and our Online Services channel, or visit one of our offices.

The natural gas supply agreement is entered into with the individual or legal entity that will actually use the natural gas, or with their duly authorised representative. Accordingly, consuming natural gas under an agreement made in the name of a person who does not reside at the address or is not the actual user of the natural gas is considered unauthorised use under the applicable legislation.

If the subscription transfer is carried out by a third party, a copy of a notarised power of attorney issued by the official applicant must be submitted. The power of attorney must either grant full authority or expressly authorise the representative to carry out natural gas subscription and contractual procedures.

Yes. Foreign nationals may complete natural gas subscription procedures by presenting valid identification and residence permit documents.

Connecting natural gas through a meter to another independent unit without the distribution company’s written approval, using natural gas under the name of a previous subscriber at the same address without entering into a supply agreement, or using natural gas after making unapproved alterations to the internal installation are all considered unauthorised natural gas use. In such cases, the distribution company initiates the relevant procedures for unauthorised use and discontinues the natural gas supply. Where unauthorised natural gas use is identified, the distribution company may document the situation using photographs, video recordings or other appropriate recording methods. As part of this process, a report is drawn up and signed by at least two authorised representatives of the distribution company and by the person using natural gas without authorisation or their authorised representative. A copy of the report is provided to the user.

Consuming natural gas without the distribution company’s approval constitutes unauthorised natural gas use and is subject to penalties imposed by the natural gas distribution company serving the relevant region. In cases of unauthorised use, a penalty equivalent to three times the meter connection and disconnection fee is applied. If the unauthorised user causes damage to equipment or installations owned by the distribution company, the cost of the resulting loss and damage is recovered at the prevailing market value.

Subscribers using mechanical meters are charged a one-off security deposit when entering into a natural gas supply agreement, in accordance with the regulations of the Energy Market Regulatory Authority (EMRA). The security deposit is collected as security against receivables arising from natural gas consumption and is payable by the individual or legal entity entering into the agreement as the actual user of the natural gas, or by their authorised representative.

Security deposit amounts are determined annually by EMRA according to appliance type and are calculated based on the appliances installed at the premises where natural gas will be used.

To ensure a safe and uninterrupted natural gas supply, the agreement must be held in the name of the person who actually uses the natural gas. If the agreement holder passes away, the subscription must, in accordance with the applicable legislation, either be transferred to the agreement holder’s spouse or be terminated and a new agreement entered into in the name of the person residing at the address. This is particularly important for the safe use of natural gas and maintaining uninterrupted communication in the event of an emergency.

If the person who continues to reside at the property following the agreement holder’s death fails to notify the distribution company, the company will send notifications to the contact addresses registered in its system and allow a specified period for the necessary procedures to be completed. If the required procedures are not completed within this period, the natural gas supply will be suspended on safety grounds and the agreement terminated. In this case, the charges for the final billing period are deducted from the security deposit. Any remaining balance is transferred to the relevant account upon application by the deceased agreement holder’s legal heirs.

Once you submit a request to terminate your natural gas supply agreement, our teams disconnect the gas supply based on the final meter reading. We then calculate your final consumption charges and adjust the security deposit you previously paid in accordance with the applicable legislation, before offsetting the relevant amounts against one another.

If a balance remains payable to you following this settlement, your security deposit will be refunded within 15 (fifteen) days using the refund method you selected when submitting your termination request.

To process the refund, you must provide the IBAN of a current account held in the agreement holder’s name. If the agreement holder’s surname has changed, this must also be communicated to us.

You must initiate the termination of the natural gas supply agreement for the property you are leaving and enter into a new natural gas supply agreement for your new address.

To ensure that your bills reach you, you must select at least 2 (two) delivery methods from the available options: e-Archive invoice, SMS, email and delivery to your address. You can update your billing notification preferences through the Aksa Natural Gas Mobile App, our Online Services channel or our Solution Centre. It is important to ensure that your contact details are kept up to date throughout this process.

The tiered natural gas tariff has been introduced under regulations established by the Energy Market Regulatory Authority (EMRA) and BOTAŞ. It is designed to encourage more balanced and efficient natural gas consumption, protect lower-consuming subscribers through fairer pricing, and promote energy conservation across Türkiye. Under the tiered tariff system, residential natural gas consumption is divided into two tiers on a province-by-province basis, taking into account regional characteristics and climatic conditions.

For each province, monthly average natural gas consumption limits are published by BOTAŞ based on consumption data from the previous five years.

During the meter-reading period, if consumption does not exceed the average daily consumption limit set for the relevant month, it is billed at the Tier 1 unit price. If the limit is exceeded, the total consumption for the relevant billing period is charged at the Tier 2 unit price.

The tiered tariff applies to all residential subscribers within each province under the same rules and principles. Distribution companies have no authority to alter either the tier thresholds or the applicable sales tariffs.

You can view the current tariffs and consumption limits applicable in your region, as well as access an instant bill calculation tool, through the Aksa Natural Gas Mobile App, our Online Services channel and the Sales Tariff page.

You can calculate your current estimated bill by entering your latest meter reading through the Aksa Natural Gas Mobile App or our Online Services channel.

If you believe your bill is incorrect, you can compare your current meter reading with the final meter reading shown on your bill. We also recommend checking the consumption amount, unit price and tariff information stated on your bill.

If the final meter reading shown on your bill is higher than your current meter reading, or if you believe the tariff information is incorrect, you can submit a request through our Solution Centre, the Aksa Natural Gas Mobile App or our Online Services channel.

You can also view your consumption history, bill details and period-on-period consumption comparisons through the Aksa Natural Gas Mobile App and our Online Services channel.

Where underbilling results from an error by the distribution company, the amount payable for the unbilled consumption is calculated at the applicable sales price. The amount may be paid in equal instalments corresponding to the number of months for which underbilling occurred, with no late-payment penalty applied.

In the event of overbilling, the excess amount collected is refunded to the subscriber in cash, together with applicable late-payment interest, within no more than five business days from the date the overbilling is identified. Alternatively, with the subscriber’s consent, the amount may be deducted from the next bill.

For subscribers using mechanical meters, meter readings are taken monthly, with the reading date varying by no more than five days before or after the previous month’s reading date. A bill is issued for the relevant billing period where monthly consumption exceeds 1 cubic metre.

A bill may not be issued if the meter cannot be read, consumption is too low, or access to the meter is prevented for technical reasons. In such cases, you will be notified by SMS.

You can view your billing information through the Aksa Natural Gas Mobile App or our Online Services channel. If your meter could not be read, you can submit your current meter reading through the Aksa Natural Gas Mobile App, our Online Services channel, our Solution Centre or one of our offices to have your bill issued.

For bills that remain unpaid after the due date, the notification procedures prescribed by the applicable legislation are followed. If the outstanding obligations are not fulfilled following these procedures, the natural gas supply will be suspended.

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.

Payments made after the due date are subject to a late-payment fee in accordance with the applicable legislation.

Bills not paid in due time are collected with the default interest. For payments made after the due date, the default interest rate specified in the contract is applied daily. For free customers, payment deadline and default interest rate is determined by the parties in the contract. Default interest rate cannot exceed the default interest rate specified in the 51st Article of the Law on the Procedure for the Collection of Public Receivables.

Once you have paid the outstanding amount, your natural gas supply will be restored within 24 hours.

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.

1- At the subscriber’s request, where the subscriber does not wish to use natural gas for a specified period, provided that all charges for natural gas consumed up to that date have been paid. In such cases, the supply will be suspended within three days.

2- If the subscriber fails to pay a bill within 15 (fifteen) days of its due date, provided that the subscriber is notified of the impending suspension of natural gas supply at least 3 (three) business days in advance.

3- Pursuant to a court decision or a decision of the Energy Market Regulatory Board, or where illegal or unauthorised natural gas use has been identified.

4- If the subscriber fails to respond within three business days to a notice issued by the distribution company after the meter has been inaccessible for reading for at least 2 (two) billing periods.

5- The distribution company may suspend the gas supply where there is a serious safety risk arising from a natural gas leak, or where the quality, pressure or other characteristics of the natural gas pose a risk to life or property.

6- Where alterations to the building’s main gas installation are required.

7- Where a meter has been inaccessible for 3 (three) consecutive billing periods for reasons attributable to the consumer, and the meter is not made accessible within 3 (three) days following notification by the distribution company, provided that the circumstances have been duly documented.

8- Where the internal installation cannot be inspected on 3 (three) consecutive occasions during periodic inspections for reasons attributable to the subscriber.

9- Where the meter cannot be inspected on 3 (three) consecutive occasions during annual meter inspections or field inspections conducted by the distribution company for reasons attributable to the subscriber, provided that the subscriber has been duly notified.

10- Where the security deposit is paid in instalments and any instalment remains unpaid for 15 (fifteen) days after its due date, provided that the subscriber is notified of the impending suspension of natural gas supply at least 3 (three) business days in advance through at least two methods, such as SMS, telephone, email, written notice or a notification printed on the bill.

11- Where, under the applicable legislation, a free consumer fails to fulfil the requirements relating to the installation of a communication system or automatic volume corrector, or to comply with an applicable update concerning security deposit requirements, provided that the consumer has been notified 1 (one) month in advance that the natural gas supply will be suspended.

12- Natural gas service may also be suspended where required under other applicable legislation. Such circumstances are specified in the subscriber agreement.

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 our 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.

Reports of natural gas leaks and similar emergencies are received through the 187 Natural Gas Emergency Line. Our emergency response teams are dispatched to the scene within the timeframes prescribed by the applicable legislation.

In the event of a natural gas leak or accident, the precautions set out in the applicable legislation and company safety rules must be followed.

Emergency response services are provided free of charge. However, following an emergency response, the subscriber is responsible for any maintenance, repair or alteration work required on the internal installation, including the associated costs.

If you smell natural gas, first shut off the natural gas valves and open doors and windows to ventilate the area.

Do not operate light switches, electrical sockets, doorbells, telephones or any other devices that could produce a spark. Do not light matches, lighters or any other sources of ignition.

Once you are in a safe location, call our 187 Natural Gas Emergency Line to report the incident.

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Yes. Under Article 9 of the Regulation on the Inspection of Measures and Measuring Instruments issued pursuant to Law No. 3516 by the Ministry of Industry and Technology of the Republic of Türkiye, natural gas meters that have been in service for 10 years must be removed for calibration (periodic inspection). To ensure that you can continue using natural gas without interruption, the removed meter is replaced with a calibrated meter.

As has always been the case, the service life of natural gas meters throughout Türkiye is 10 years. In accordance with Article 9(b) of the Ministry of Industry and Technology’s Regulation on Measures and Measuring Instruments, which stipulates that electricity, water, town gas and natural gas meters, as well as current and voltage transformers, must be inspected every 10 years, meters that have reached the end of their service life are replaced by distribution companies for calibration purposes at no cost to subscribers.

No. Under Article 9 of the Regulation on the Inspection of Measures and Measuring Instruments issued pursuant to Law No. 3516, natural gas meters that have been in service for 10 years undergo calibration (periodic inspection) free of charge.

The inspection and approval of natural gas internal installations prior to the commencement of gas supply are carried out by the distribution company serving the relevant province, district or town. Once the gas supply has been activated, black steel pipes forming part of the natural gas internal installation may be painted in any colour, provided that an anti-corrosion primer is applied beforehand. Applying an anti-corrosion primer and paint to natural gas pipes helps protect them against corrosion and extends the service life of the installation, thereby contributing both to cost efficiency and to safety. However, installations constructed using corrugated flexible pipes, classified as flexible piping systems, do not need to be painted.

Recognising that equal access to opportunities for all sections of society is essential to Türkiye’s social and economic development, we launched our Lifeline Companion programme in 2015 to ensure that our subscribers with disabilities can receive faster assistance in emergencies.

When subscribers registered with Lifeline Companion call our 187 Natural Gas Emergency Line or our Solution Centre on 444 4 187, they are given priority by the system and connected directly to a customer representative. Our emergency response teams are also dispatched immediately, without even waiting for the details of the request to be relayed. In this way, we can reach subscribers with disabilities who may be alone in an emergency more quickly, while also providing them with priority assistance in their day-to-day transactions.

It is important for natural gas users to keep the mobile phone, landline and electronic contact details they provide to their distribution company up to date, so that they can receive accurate and timely information. Natural gas distribution companies are required to inform subscribers of potential gas supply interruptions caused by environmental incidents, natural disasters such as fires and floods, or accidental damage resulting from excavation work carried out by third parties. Subscribers must also be kept informed in advance of planned maintenance and repair work, while those who have selected SMS as their preferred billing notification method must be able to receive the relevant billing information. Contact details that are out of date, incorrectly recorded or changed without the distribution company being notified can disrupt this flow of information. As a result, subscribers may not receive important notifications about supply interruptions or planned maintenance and repair work. For this reason, contact details should always be kept up to date. Thank you.