Customer Service

We recommend all our customers to select an e-payment method that suits them.

You can choose to get your bill as an e-invoice, an email invoice or to services such as Kivra and OmaPosti.

An e-invoice is sent to your online banking system, while Kivra and OmaPosti are electronic mailboxes, where you also easily can pay the bill.

For corporate customers, we recommend online bills. (Read more in Finnish/Swedish or contact our customer srevice.)

If an e-bill is not suitable for you, we can mail a paper bill to you or you can make an agreement with your bank for direct payment.

With direct payment, the bill will be paid without online banking. If you choose direct payment, we will send you the invoicing information well in advance of the due date, while sending the same information directly to your bank. With a direct payment agreement, you authorise your bank to pay the bill on your behalf. The bank will pay the bill from your account automatically on the due date.

It is not longer possible to pay the invoice at the customer service counter.

Electricity contracts are personal, but if the contract holder is unable to make the contract, you can make the contract on their behalf with a power of attorney. For persons under 18, the electricity contract is made in the name of the guardian.

Your electricity bill includes the price of electrical energy and its transmission, as well as taxes.

Energy charge
The price of electrical energy is also referred to as its sales price and it is affected by many factors determined by the market, such as production costs and power exchange prices. Only the part of the electricity bill accounting for electrical energy can be put out to competitive tender, as all the other parts have fixed rates.

Distribution
The local electrical network company which owns the region’s distribution network takes care of the distribution. The distribution price for electricity cannot be put out to tender. The Energy Authority monitors the price of electricity distribution and makes sure it is at a reasonable level.

Electricity tax
You pay electricity tax for your electricity consumption. Your local electrical network company charges you electricity tax in connection with the price for distribution. The company then pays the electricity tax forward to the state.

The tax consists of excise duty on electricity and a strategic stockpile fee. The Finnish electricity tax model ha​s two categories and is based on the Act on Excise Duty on Electricity and Certain Fuels (1260/96). Electricity users are divided into two tax brackets depending on the type of consumer.

Value added tax
Electrical energy, distribution, electricity tax and the strategic stockpile fee are subject to value added tax. This VAT rate is 24 per cent.​​

The size of the bill depends on the amount of electricity consumed and on the price of the electricity you buy.

The use of electricity is affected by several factors, such as:

• The property heating method
• The size and age of the property
• The electronic equipment used in the home
• The number of people in the household
• Electricity consumption habits
• The thermal insulation of the property

In households heated with electricity, consumption is usually much higher in winter than in summer, and this is reflected in the bill.

You can see the price of the electricity you bought on the bill, and as our customer, in the Vaasan Sähkö mobile app. You can also shop around and choose the electricity contract and seller of your choice.

If you are moving from your current apartment and no longer need an electricity contract there, you can end your contract easily in our Online Service (only in Finnish or Swedish) or by calling our customer service.

You may of course need electricity in two places at the same time, for example if you are moving into your new home, but still cleaning up your old place. You can have more than one contract at the same time. Your new contract can begin earlier, and you can terminate your old contract whenever you need, even within one business day.

If you are changing your electricity supplier for your current address, you do not need to terminate the contract yourself. The new electricity supplier will take care of this for you. The termination period is two weeks.

If you live within the distribution area of Vaasan Sähköverkko, you will still get a bill from the company when changing energy supplier. Your local distribution company will continuously take care of distributing the energy to your home and charge for it.

The basic charge is something that the distribution company collects to be able to maintain the network at all times. In other words, it hasn’t got much to do with how much energy you use.

You can change the due date of the bill easily on the Online-service. If the due date transfer is successful, you will see it automatically in the open bill.

You can only change the due date before the due date. You also can’t have any other open bills. If you have already changed the due date before, you can’t change it again.

If you use e-bill, please remember to change the due date also in your online bank.

The practice is that the contract in your name is terminated, the address of the final invoice is updated and if necessary, a new electricity contract will be created for the new address. The person remaining in the apartment must enter into a new contract under their own name.

So even if you’ve lived together, an adult should always sign their own contract. To do this, they should contact us personally, either by phone or on our website, well in advance of the end of your contract.

If there is no valid contract, the electricity at the address will be cut off at the end of the previous contract. For this reason, it is important that the person remaining in the residence gets a new contract.

General electricity is suitable for homes with no electric heating or with low electricity consumption, which mainly takes place in the daytime. The price of general electricity is the same regardless of the time of day or season. General electricity is a product that usually fits homes in blocks of flats and terrace houses, detached and semi-detached houses heated with oil, wood or ground heat as well as holiday homes.

Night-time electricity is suitable for homes and premises that use electric heaters and that consume a lot of electricity at night. Night-time electricity comes in two price ranges, daytime and night-time prices, with night-time electricity being more affordable. This product is intended for customers whose current metering is based on the time division of day/night​.

Season-rate electricity is suitable for properties that consume a lot of electricity, mainly in the summer. Season-rate electricity comes in two price ranges, a price for winter weekdays and other times, with other times being more affordable. This product is intended for customers whose current metering is based on the time division of winter weekday/other times.