GE
+995 32 5 000 777 16 700
GE
Personal Account PAY

FAQ

  • How to conclude an electricity supply agreement with Telmico?

    The agreement can be concluded either remotely or on-site by visiting the customer service center. To receive remote service, visit the website www.telmico.ge, download the required electricity supply agreement template and fill it out.

    Send us the following documents by e-mail info@telmico.ge:

    • Completed and signed electricity supply agreement (scanned or photographed);
    • Copy of ID card;
    • Extract from the public register;

    On-site, you can contact any Telmico LLC service center or the House of Justice and fill out the electricity supply agreement on-site with the help of operators.

  • How can I change the details of a registered subscriber?

     

    To change the details, you can:

    ·                  Write to us by email at info@telmico.ge;

    ·                  Contact any Telmico LLC service center;

    ·                  Or visit any branch of the House of Justice.

    In case of remote application, please pay attention to the following:

    To change the details of the household sector, please send us by email at info@telmico.ge:

    • A duly completed and signed agreement for the provision of universal services (scanned)

    • A copy of the owner's identity card

    • An extract from the public register

    • A document confirming temporary ownership (if necessary)

    • A power of attorney (if necessary)

    To download the agreement, follow the link.

    Select: " Universal Service Supply Agreement – Household consumer", Appendix No. 1.

    Instructions for completing the agreement can be found at the link.

    To change the details of the commercial sector, please send us the following documents by e-mail to info@telmico.ge:

    Completed and signed agreement for the provision of universal services (scanned);

    Attached documents:

    •       Copies of ID cards - owner and temporary user;
    •       Extract from the public register
    •       Extract from the business register
    •       Owner's consent form (if necessary)
    •       Power of attorney (if necessary)

    To download the agreement form, follow the link

    Select: Appendix No. 2, Standard terms of the agreement for the provision of universal electricity services for small businesses.

    For instructions on filling out the agreement, see the template uploaded on the company's website.

     

     

  • How can I find out my subscriber number?

    To find out your subscriber number, you can:

    Write to us by email: info@telmico.ge

    Contact us by phone at the contact center: +995 32 5 000 777 and 16 700

    Write us a private message:

    • On Facebook Messenger
    • On the company's website - WhatsApp
    •           On the company's website - online chat

    ·       The following information must be included in the message:

    •       The subscriber's exact address;
    •     The first and last name of the property owner;
    •        Cadastral code;
    •           Personal number;
    •        Mobile phone number.
    •           Meter number

  • What is a deposit?

    A deposit is a sum of money that a customer provides to a supplier to ensure payment for a service.

  • In what cases a deposit applied?

     

    According to Resolution No. 47 of Georgian National Energy and Water Supply Regulatory Commission (GNERC), Telmico Ltd. has the right to collect a deposit from the subscriber in the following cases:

    • The subscriber temporarily uses the immovable property or its part

    • The subscriber has delayed payment for services three or more times during a continuous period of 12 months

    • The subscriber was not supplied with electricity during a continuous period of 5 months or more due to non-payment

    • The average monthly consumption of a non-domestic subscriber exceeds GEL 50,000

    • The subscriber is charged a deposit obligation in the amount of the average consumption (in GEL) together with the current debt

     Take note! 

    Requesting a deposit is not allowed if the customer:

    • Is Registered in the Unified Data Base of Socially Vulnerable Families in accordance with the procedure established by the legislation of Georgia

    • Receives unemployment benefit, reintegration benefit or social package in accordance with the Law of Georgia "On Social Assistance"

    • Holds the status of a parent with many children (has four or more children/adopted children aged up to 18 years)

    • Is a pensioner — in accordance with the legislation of Georgia

     

  • Where will the amount of my deposit be shown and when I will use it?

     

    The deposit is a guarantee amount for payment of services by the subscriber, which is reflected on the subscriber's individual card.

    In case of violation of the terms of the electricity supply agreement by the subscriber, the supplier has the right to withhold the deposit amount from the amount of debt and reduce the total amount of the subscriber's debt by the corresponding amount.

    If the deposit obligation is accrued due to late payment, and there is no violation of the payment deadline during the next 12 months, the subscriber's deposit obligation is automatically cancelled, the deposit amount is returned to the subscriber's card, and based on the subscriber's application, the funds can be returned to his bank account.

    A subscriber to whom a deposit was accrued in the following cases:

    Three instances of late payment l or disconnection of electricity due to non-payment of services for 5 or more months, can pay off the current debt at the expense of the deposit amount, provided that the amount withheld from the deposit is replenished with a payment for the next month.

    If the deposit is collected based on a temporary use agreement for real estate (for example, a lease agreement or other), the deposit amount is returned only at the end of the period of use of the real estate and if the consumer currently has no outstanding obligations to the supplier.

     

     

  • How can I get my deposit back in case of termination of the lease agreement?

     

    To get your deposit back, please send us an application by e-mail to info@telmico.ge

    The following documents must be attached to the application:

    • Receipt for payment of the deposit

    • Extract regarding the premises from the Trade and Public Register

    • Document confirming the termination of the lease agreement

    • Copy of the identity card of the authorized person (photo or scanned copy)

    • Agreement for the provision of universal electricity services, completed and signed by the owner

    • Extract from the register of enterprises and the public register of the owner

    • Copy of the identity card of the authorized person of the owner (photograph or scanned copy)

    In the letter, please indicate:

    • Your subscriber number
    • Mobile phone number

     Take note!

    The application will be considered within 10 business days.

     

     

  • How is the reading/consumption of electricity calculated?

    The calculation of consumed electricity is carried out as follows:

    The subscriber's meter readings are taken monthly, at the end of the month, by the company Telas

    The number of kilowatts read is calculated using the following formula:

    • The reading of the current month minus the reading of the previous month = consumed kilowatts (kWh)

    • The resulting number is multiplied by the corresponding tariff, which depends on the volume of consumption

    Tariffs for household consumers are set in three stages and increase as consumption increases.

  • How can I obtain a paper receipt?

     

    To obtain a paper receipt, the owner shall contact us:

    • Visit any Telmico service center

    • By e-mail: info@telmico.ge

    The following must be attached to the application:

    • A copy of the owner's ID

    • Subscriber number

    • Mobile phone number

     

  • What is the deadline for paying off electricity debt?

    Electricity debt can be paid within 15 calendar days of receiving the bill. The specific payment deadline is always indicated on the receipt.

    The consumer shall pay for the service within the period established by law, regardless of whether the receipt has been received or not.

    Please note: if the debt reflected in the receipt is up to 2 GEL, the electricity will not be disconnected.

  • What should I do if I have an erroneously paid debt?

    To report an erroneously paid debt, please contact us with an application at any customer service center or write to us by e-mail: info@telmico.ge.

    Please attach the following documents to the application:

    • Receipt confirming payment;

    • Copy of the payer's identity card;

    • Subscriber number;

    • Mobile phone number.

  • How long does it take to restore the power supply to a subscriber disconnected due to non-payment of debt?

    On working days, if the debt is repaid before 16:00 and the paid amount is already reflected in the database, the subscriber's electricity supply will be restored on the same day, within 5 hours.

    If the payment was made after 16:00 on working days or after 14:00 on non-working days, the electricity supply will be restored on the next working day before 12:00.

    Please note that in the areas adjacent to Tbilisi (Tabakhmela, Tsavkisi, Tskneti, etc.), if the meter is removed, the electricity supply will be restored within 24 hours after payment. If the meter is not removed, only from 09:00 on Monday.

  • How to activate the Telmico SMS receipt?

    To activate the SMS receipt, contact us online:

    • Facebook Messenger

    • On the website - WhatsApp

    You must attach to the application:

    • A copy of the owner's ID;

    • Subscriber number.

    • The mobile phone number to which you want to activate the SMS service.

    The number will be changed within 5 working days.

    You can also contact any Telmico branch to activate the SMS service.

    Please note that after activating the SMS receipt, you will no longer receive a paper receipt.

  • What is required to request a transaction history?

    To receive a transaction history, you can contact us by e-mail - info@telmico.ge.

    The following documents must be attached to the application:

    • A copy of the owner's ID;
    • Mobile phone number;
    • Subscriber number.

    You can also obtain the turnover history at any Telmico LLC customer service center - only based on a written application from the owner of the premises or his authorized representative.

  • What do I need to check the reading taken at my address?

    If you want to check the readings taken at your address, you can contact us by phone at the contact center: +995325000777 and 16700. Our operator will record your request and forward it to Telasi.

    If it is determined that the readings were recorded incorrectly, they will be corrected within 10 business days.

    If you want to receive a written response based on the results of the check, write to us at info@telmico.ge, attaching the following information:

    • A copy of your ID;

    • Subscriber number;

    • Mobile phone number.

  • How to pay off the debt?

    The debt can be paid:

    • From a personal Telmico account
    • At any bank branch or through a mobile banking application
    • Through a fast payment terminal

    The deadline for payment for consumed electricity is determined by Resolution No. 47 of Georgian National Energy and Water Supply Regulatory Commission dated August 13, 2020, according to which the electricity bill must be paid within 15 calendar days from the date of the receipt.