Question: In what case is the deposit charged?
Answer: In case of non-fulfillment of the user’s liabilities by the supplier, the company has the right to demand a deposit, which is determined by the following reasons:
a) The user temporarily uses the real estate or its part;
b) The user made three or more late payments for the service within a continuous 12-month period
c) For non-payment of the service fee, electricity was not supplied to the user for a continuous period of 5 months or more;
d) The average monthly cost of electricity consumption by a non-household user exceeds 50 000 GEL.
The subscriber is charged a deposit liability in the amount of average consumption in GEL, along with the current arrears (if any).
Question: How can I get my deposit back when we end the lease?
Answer: In order to get the deposit amount back, contact us with an application to the e-mail address: email@example.com, the following documentation should be attached to the application:
Deposit payment receipt;
- Extract from the entrepreneurial and public registry;
- Terminated lease agreement;
- Copy of the identity card of the authorized person (photo or a scanned one);
- Electricity universal service supply agreement signed and filled out by the owner;
- Extract of the owner from the entrepreneurial and public registry;
- Copy of the identity card of the authorized person of the owner (photo or a scanned one);
- Also, indicate your subscriber and contact number in the letter;
- The application will be reviewed within 10 working days.
Question: How is the subsidy accrued?
Subsidization is performed as follows:
In case of the population with 0-70 000 points including total kilowatt consumed in a month is subsidized, taking into account the levels, the tariff is different in case of all three levels;
In case of the population with 70 0001-150 000 points including:
a) Including 200 kW, it is subsidized by 3.5 GEL (0.035 tetri) per 1 kW/h. For example, in case of consumption of 150 kWh (150*0.035=5.25), the subsidy amount is 5.25 GEL;
b) The amount of subsidy starting from 201 kW is a constant number and amounts to (200*0.035=7) 7 GEL.
The subsidy shall be valid through October 31, 2022.
Question: How do I find out my subscriber number?
Answer: In order to find out the subscriber number, you can write us at firstname.lastname@example.org, contact us at the call center number +995 32 5 000 777, 16 700, and also leave a private message on Facebook or in the online chat of the website.
Be sure to attach the following information to the message: the exact address of the subscriber, as well as the name, surname, cadastral code or personal number of the owner.
Question: How is the kilowatt calculated?
Answer: The kilowatt from the electricity counter will be calculated as follows:
The readout is made from the subscriber’s counter once a month, the readout made in the previous month is subtracted from the readout at the end of the current month and the difference (kilowatts consumed) is multiplied by the appropriate tariff, which depends on the amount of electricity consumed (in the case of a household user), and the appropriate tariff is set.
Question: When is the deadline for payment of the arrears?
Answer: The deadline for payment is determined after readout on the subscriber’s counter, not less than up to 15 calendar days after the preparation of the receipt, the specific deadline is indicated as a date individually on the subscriber’s SMS or the paper receipt.
For more information, contact us at the call center number +995 32 5 000 777, 16 700 and also leave a private message on Facebook or in the online chat of the website.
Question: After the money has been paid, how long does it take for electricity to be restored?
Answer: In case of payment before 16:00 on working days and 14:00 on non-working days, electricity will be restored to the subscriber within 5 hours on the same day (the amount must be displayed in the database), and in case of payment after 16:00 on working days and 14:00 on non-working days, the electricity will be restored on the next day, before 12:00.
Question: Have you SMS service?
Answer: We have SMS service, which can be activated by contacting us at the email address: email@example.com and at any customer service center.
Question: How to change the details?
Answer: To change the details, write us at the e-mail address: firstname.lastname@example.org or contact us at the customer service center.
For changes of the details in the household sector – please, send the filled out and signed agreement scanned to the official e-mail address of the company: email@example.com and attach the following documents:
1. Copy of the identity card of the owner;
2. Extract from the public registry on ownership of the space;
3. In case of temporary subscription – a document confirming temporary ownership;
4. If necessary - power of attorney (properly certified).
To download the form of the agreement, visit the link http://telmico.ge/ge/khelshekrulebis-standartuli-pirobebi and choose: “Universal service supply agreement – household user”, to fill out the agreement, follow the template uploaded on the company’s official website https://www.telmico.ge/ge/rogor-shevavsot-khelshekruleba
Regarding the change of details in the commercial sector, for change of the details in the household sector – send the filled out and signed agreement scanned to the company’s official e-mail address: firstname.lastname@example.org and attach the following documents:
1. Copies of the identity cards (of the owner and the tenant);
2. Extract from the public registry on ownership of the space;
3. Extract from the entrepreneurial registry;
4. Consent form of the owner;
5. If necessary - power of attorney (properly certified).
To download the agreement form, go to the link http://telmico.ge/ge/khelshekrulebis-standartuli-pirobebi-2 and choose:
Standard conditions of the electricity universal service supply agreement for small enterprises.
To fill out the agreement, follow the template uploaded on the official website of the company https://www.telmico.ge/ge/rogor-shevavsot-khelshekruleba-2
Question: Is it possible to reschedule or to defer the arrears on electricity bills?
Answer: For rescheduling/deferment of the arrears, please, contact the company in writing.
You can write us on our official e-mail email@example.com, and attach your identity photo and contact phone number. Rescheduling/deferment is possible for 10 days, under the condition that the cleaning and water supply (GWP) bills are paid. Furthermore, you may visit us in our customer service centers regarding this matter.
Question: In case of electricity restoration, is the penalty charged?
Answer: The subscriber, who has been disconnected due to non-payment of the bills or delayed payment for the bills, in this case, the user will be charged a restoration service fee in the amount of 2 GEL, which will be charged to the subscriber on the next month’s receipt from the company Telasi.
Question: How long does it take to review an application?
Answer: Typically, it takes 10 working days to review the application.
Question: How often the counter is readout made?
Answer: The readout on the counter is made during the last four days of each month.
Question: Why is the electricity cut due to non-payment of cleaning and water supply bills?
Answer: Unified payment has been defined: Decision of GNERC #24/3 as of October 13, 20120 “on implementation of electricity distribution, as a public service obligation, electricity supply, water supply and cleaning in Tbilisi through a unified integrated and coordinated system”. The last amendment in this decision was made by the Decision #35/22 as of July 29, 2021.
Question: What’s necessary for requesting a turnover history?
Answer: In order to receive a turnover history, please, write us at the e-mail address: firstname.lastname@example.org. Attach a copy of the owner’s identity card, the phone number and the subscriber number to the application. You can also contact us at the customer service center, only the owner of the space or a notarially authorized person.
Question: What should I do to form the arrears paid by mistake?
Answer: For formation of the arrears paid by mistake, contact us with an application at the e-mail address: email@example.com or visit us at the customer service center, attach to the application a receipt confirming the payment, a copy of the payer’s identity card, the subscriber number and the contact number.
Question: How do I get a paper receipt?
Answer: In order to receive a receipt in a material form, the owner must send us an application to the e-mail address: firstname.lastname@example.org or visit us at the customer service centers, a copy of the owner’s identity card, the subscriber number and the contact number must be attached to the application.
Question: What is required to upload an invoice?
Answer: If you want to upload an invoice, an authorized person of the organization should apply us with an application at the e-mail address: email@example.com or visit us at the customer service center. Attach a copy of the authorized person’s identity card, the subscriber number and the contact number to the application.
Question: I’d like to verify the readout
Answer: In order to verify the readout at the address, you can contact us at the hotline +995 32 5000777, 16 700 and our operator will forward the request to the company Telasi to verify the readout. If it is determined that the readout was made incorrectly, the charging will be corrected within 10 working days. If you’d like to receive an answer to your request after verifying the readout, write us at firstname.lastname@example.org, attach to the application a copy of the identity card, the subscriber number and also the contact mobile number.
Question: I would like to have the counter checked by a lab
Answer: In order to check counter in the lab, the owner can write us with an application at the e-mail address email@example.com, attach a copy of the owner’ identity card, the subscriber number and the contact mobile number.
Question: How will the user receive electricity, cleaning and water supply bills?
Answer: The user should pay attention that he/she will receive the electricity bill from “Telmico” and for cleaning and water supply bills – from “Telasi”.
Question: Has the procedure for making readout from the counter changed?
Answer: Counters are in the possession of “Telasi”, the mentioned company continues making readout.
Question: Did entry of “Telmico” into the market cause a change in the electricity tariff?
Answer: No, this didn’t cause a change in the electricity tariff.
Question: After the separation of the companies, how was the amount deposited by the subscriber or on the personal balance disposed?
Answer: Deposits of Telasi users were automatically transferred to “Telmico” and registered on the user’s subscription card.
If household users or small enterprises submitted a deposit for “Telasi” or a positive balance on their personal card, the amount of the mentioned deposit and the positive balance was transferred to the supplier (Telmico) and registered on the user’s subscription card.
Question: Have the existing arrears distribution agreements with “Telasi” been changed?
Answer: In the case of the existing arrears distribution agreements with “Telasi”, the liabilities were represented unchanged in the receipt, on which the user received information from “Telmico”. The user pays the distributed amount according to the same principle and amount.
Question: When is SMS-receipt sent?
Answer: The readout from the counter is made during the last four days of each month. The use receives SMS- receipt the next day after the readout is made.
Question: Where are the addresses of the customer service centers of “Telmico”?
Answer: Please, see the addresses at the link: https://www.telmico.ge/ge/kontaqti
Question: What is the number of the call-center of “Telmico?
Question: What is the e-mail address of “Telmico”?