Frequently Asked Questions

Consumer rights in the natural gas market are protected by distribution companies and the relevant authorities in accordance with applicable legislation.

A natural gas supply agreement must be concluded with the individual or legal entity that will actually use the natural gas, or their authorised representative. Where the procedure is carried out by a third party, a notarised power of attorney must be presented.

You can request a review of your bill through our customer service channels.

Meter readings and consumption records will be reviewed, and any necessary adjustments will be made in accordance with applicable legislation.

Meter readings and billing are carried out at the intervals specified in the relevant regulations.

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

When the subscription agreement is terminated, the security deposit is refunded after deducting any outstanding debts, if applicable. The refund is made to the bank account provided during the application or through one of the other available payment methods.

The subscription registered in the name of the deceased must be transferred to the person who will continue to use the natural gas. For the transfer process, identification, documents proving the right to use the property, and inheritance documents, depending on the circumstances, may be required.

Natural gas service may be suspended in cases such as outstanding debts, unauthorized use, installations that pose a safety risk, or violations of the contract. In emergencies involving risks to life or property, intervention may be carried out without waiting for the notification process to be completed.

Users affected by scheduled maintenance and repair work on the gas network are notified through appropriate communication channels. Once the work is completed and the necessary safety checks have been carried out, gas supply is gradually restored under controlled conditions.

If you smell gas or suspect a gas leak, ventilate the area, do not touch electrical switches, and call the Natural Gas Emergency Hotline at 187 from a safe location. Emergency response teams will arrive at the scene, carry out the necessary safety checks, and secure the area until the risk has been eliminated.

For bills that remain unpaid after the due date, the notification process specified in the applicable regulations is followed. If payment is not made within the notified period, the natural gas supply may be temporarily suspended. must also be communicated to us.

Payments made after the due date may be subject to a late payment fee in accordance with the applicable regulations and contractual terms. You can check your current outstanding balance and late payment charges through online services or customer service.

The process of restoring the gas supply begins once overdue debts and any applicable reconnection fees have been paid. Service is restored within the period specified by the applicable regulations after the safety of the installation has been verified.

Once the payment of outstanding debts and applicable fees is reflected in the system, a reconnection request is created. Natural gas supply is restored within the timeframe stipulated by the applicable regulations, once scheduling arrangements and safety checks have been completed.