Frequently Asked Questions
See the answers to the most frequently asked questions or contact our customer service.
Contract and customer information
You need an electricity contract to start using electricity. Select an electricity supplier and sign an electricity contract with the supplier. Once you have signed an electricity contract, the electricity network service contract will automatically enter into force based on the information provided by your electricity supplier. The electricity network service contract covers electricity distribution and electricity network services at your place of use. Helen Electricity Network Ltd is responsible for electricity distribution and network services in the Helsinki area.
More information on choosing an electricity supplier can be found on the sahkonhinta.fi website maintained by the Finnish Energy Authority.
You can update your contact details or invoicing address using the forms below.
Private customer
Business or housing company
Please remember to inform us of your new invoicing address, surname, telephone number, or email address, as any changes made in the joint online service of the Digital and Population Data Agency and Posti will not be updated in our customer information.
Electricity contracts are always made with the electricity supplier. As the electricity network company, we automatically receive your information from the electricity supplier you have selected.
Electricity contracts are address-specific. You can have several electricity contracts at different addresses at the same time. You may need electricity in two places if you are renovating a new apartment but still live at your old address.
Make an electricity contract with your electricity supplier for your new apartment no later than two weeks before moving in. This will ensure that we can connect the electricity to your new home on the day of your move. Start the new contract from the date you want the electricity supply to start. Your old contract only ends when you terminate your contract yourself or when a new customer signs a contract at the address. Terminate your old contract on the day when the move and final cleaning have been completed.
We will disconnect electricity from the old address at the end of the contract if the new resident has not signed an agreement with the electricity supplier.
Terminate your electricity contract with your electricity supplier. As the electricity network company, we automatically receive your information from the electricity supplier. You can find the contact details of your electricity supplier on your electricity bill.
We will send you an electronic confirmation of the network service contract once we have received a notification of the commencement of the electricity contract from your electricity supplier.
Billing
Electricity network service and electricity sales are separate. Your local distribution system operator is responsible for electricity distribution and will invoice you for that, while the electricity supplier will send you a separate bill for the electricity sold. As an exception, Helen’s electricity sales customers in Helsinki will receive a combined invoice with Helen Electricity Network.
Video: What constitutes the price of electricity (in Finnish)
The electricity network service invoice contains customer-specific information about the invoice, customer, network service contract and actual electricity consumption. You can check your customer and contract number, for example, on the invoice. See the instructions for reading the electricity bill
Log into the electricity network’s customer service, where you can edit your billing information.
The digital Oma Sähköverkko service
You can update your contact details or invoicing address using the forms below.
You can change a new due date for your electricity bill in our digital Oma Sähköverkko service. If you are using e-invoices, make the corresponding change in your online banking service as well. Postponing the due date of the invoice is free of charge when done through our digital Oma Sähköverkko service. The service fee for calls and emails is EUR 5. The service fee will be charged on the next invoice. The payment date of a direct payment bill cannot be changed. Late payment interest will be charged on invoices paid after the original due date.
Electrical energy
In the invoice, electrical energy refers to the energy and service provided by the electricity seller. The amount of energy invoiced is most commonly based on the amount of electricity used during the invoicing period (kWh).
Network service
The network service is provided by the local electricity network company. In Helsinki, it is Helen Electricity Network Ltd. The task of the electricity network is to transmit the electricity generated in power plants to electricity users. The electricity network is maintained with the fees of the network service product. The fairness of pricing is monitored by the Finnish Energy Authority.
Electricity tax
Electricity tax is paid on electricity consumption. The electricity tax consists of the excise tax and the strategic stockpile fee. The electricity network company invoices the electricity tax to the customer in connection with the distribution fee and forwards it to the state.
KWH Kilowatt-hour
Watt-hour (Wh) is a unit of energy equivalent to one watt of power expended for one hour of time. When measuring the amount of electrical energy, the unit kilowatt-hour (kWh), i.e. 1,000 watt-hours, is commonly used.
The price of electricity is divided into three parts: electrical energy, electricity network service and taxes. Electricity tax is charged in connection with the distribution fee. In addition, VAT will be charged in connection with the network service and the selling price. Taxes account for more than one-third of the total electricity bill. The network service fee consists of several factors.
The network service fee is used to maintain the electricity network and finance investments in new electricity networks. The network service fee also covers electricity consumption metering. Network service fees also pay compensation for the national transmission of electricity and cover the costs of losses in the electricity network. An example of the breakdown of the electricity bill in an apartment with an electricity consumption of approximately 2,000 kWh/year.
Watch the video: What constitutes the price of electricity? (in Finnish)
You can sign an e-invoicing agreement in your own online banking service. To order a Helen Electricity Network invoice, you need the reference number of our invoice. Read more about e-invoices
Oma Sähköverkko
Our customer service will be happy to help you at 09 617 8090.
You can track your electricity consumption even hourly in our reporting service. Log in to Helen Group’s services
The consumption invoiced may not exactly equal one calendar month’s consumption. For example, the start date can be the last day of the previous month. Therefore, the monthly consumption shown on the invoice may differ from the one-month consumption shown in the report.
Metering data is retrieved to the service every night. Sometimes metering data is not yet available when it is retrieved to the reporting service. The situation will correct over time (usually within about a week): the next search will also include previously missing data.
The consumption marked for the hour 10.00 has been used between ten and eleven o'clock.
The Oma Sähköverkko service gives you an easy overview of your energy consumption and keeps you up to date on your energy matters. In addition, you can monitor your electricity consumption through the nationwide Datahub customer portal.
Questions about Datahub?
Datahub is a statutory information exchange system that applies to all parties to the Finnish electricity market – including Helen Electricity Network. Datahub was deployed on 21 February 2022. In accordance with the Electricity Market Act, information related to the place of electricity use, such as the customer’s address and consumption data, is stored in the system.
Didn't find the answer? If you can't find the answer to your question, our customer service will be happy to help you. Customer service contact details