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Commercial Quality Chart

Incumbent Supply Company Commercial Quality Chart - 2025

Commercial Quality Code	Commercial Quality Indicator	Standard Term	Amount of Compensation or Action to be Taken - 2025
1	Concluding the applications recorded by the consumer services centre and notifying the consumer in writing or with permanent data storage in line with the request of the consumer	In 15 working days	Household Customers: 277 TL, Other Customers: 554 TL
2	Sending the second notification to the consumer (in writing and with permanent data storage)	In 10 working days	Household Customers: 277 TL, Other Customers: 554 TL
3.1	Notifying the consumer about the results of the review of any invoice/payment notification objections concerning the incumbent supplier company, in writing or with permanent data storage in line with the request of the consumer	In 10 working days	Household Customers: 277 TL, Other Customers: 554 TL
3.2	Notifying the consumer about the results of the review of any invoice/payment notification objections concerning the distribution company following the delivery to the incumbent supply company, in writing or with permanent data storage in line with the request of the consumer.	In 3 working days	Household Customers: 277 TL, Other Customers: 554 TL
4	Refunding the excess amount collected regarding the consumption price subject to the objection, in the event that the invoice/payment notification objection is found to be justified	In 3 working days	50 percent of the excess amount collected, plus late fee, Household Customers: Maximum 3.462 TL + late fee, Other Customers: Maximum 6.924 TL + late fee
5	Refunding the security fee collected in cash to the consumer, in the event of termination or expiration of the retail contract	In no later than 5 working days following the date of expiration of the contract provided that all debts -including the late fees- are paid	50 percent of the remaining amount after the debt subject to contract is subtracted from the up-to-date security amount and plus late fee after 5 working days, Household Customers: Maximum 3.462 TL + late fee, Other Customers: Maximum 6.924 TL + late fee
6	Drawing up a retail contract in duly filed applications	On the very same day	Household Customers: 277 TL, Other Customers: 554 TL
7	Providing information to the distribution company about the retail contract drawn up provided that the process is recorded	On the day of drawing up the contract	Household Customers: 277 TL, Other Customers: 554 TL
8	Initiating legal proceedings for unpaid debts	At least 45 days after the power deactivation following the second notification	Household Customers: 554 TL, Other Customers: 1.108 TL