Frequently Asked Questions

You can see your subscriber number in the box named ‘Tesisat No’ (Installation Number) on your electricity bill or you may learn your installation number calling our Solution Center (0850 800 0186).

They are real and legal entities having right of purchasing discounted electricity and choosing their suppliers due to overconsumption more than electricity energy amount determined by Energy Market Regulatory Authority (EMRA).
Discounted Electricity means you are enabled to use electricity having a discount on the unit price of your current tariff. This action can be performed by electricity suppliers with a license from Energy Market Regulatory Authority (EMRA). When you sign a Bilateral Agreement with Aydem, you start using electricity with a price under valid prices of electricity sales tariff approved by EMRA. The Bilateral Agreement is an electricity sales contract which defines that you would obtain a certain discount over the prices determined by EMRA. All consumers with their monthly average electricity bill 68 TL and over, can begin to enjoy discounted electricity with the Bilateral Agreement they would make with Aydem Electricity Retail Sales Inc. With the Bilateral Agreement regarding the customers purchasing electricity from Aydem there is no technical and infrastructural change made in their electrical installation and the customers continue to receive electricity through their current electrical installation.
You can save on electricity bills benefiting from the discount provided by Aydem Electricity. You can gain advantage over the tax reflected in your bills. You can achieve a more competitive position in your sector thanks to the discount on energy costs and you can enjoy more quality service.
Pursuant to the Electricity Market Eligible Consumer Regulation, if you consume over 2400kWh (monthly average 80 TL) electricity annually, you can supply your electricity from Aydem no matter where you are.
Installation number belonged to consumption point to be made bilateral agreement, original identity card for individual users and tax certificate and signatory circular for corporate users.
Discount is made on electricity unit cost. Your electricity bill includes other price components determined by the public. Ones with the fixed value such as VAT (Value Added Tax), Municipal Consumption Tax, share of Turkish Radio and Television Association, Energy Fund, Distribution Fee, are not included into the discount.
During the agreement period, you shall be able to benefit from advantages of unit price discount. When the agreement period expires and if no parties apply for termination, the agreement shall continue to be enforced under the same conditions and the discount rate shall remain fixed for the ongoing agreement.
In the event that electricity tariff cost is increased by government, your tariff will be applied as agreed at the beginning of your subscription. If you make ‘Fixed Price Agreement’ you wouldn’t be affected from tariff price change. Even if there is increase or discount on the tariff price, you continue to consume electricity with the same price as agreed at the beginning of your subscription.
To be ‘Eligible Consumer’ is not compulsory. If a customer does not want to be eligible consumer then his invoice is calculated over national tariff unit price.
In accordance with Article 20 of Customer Service Regulations, Bilateral Agreement is made with consumers having right of usage of place where consumer exceeds the eligible consumer limit in the previous calendar year or in the current year.
In accordance with Consumer Services Regulation, commitment period of a fixed term bilateral agreement is two years at most.
In accordance with Article 52 of Consumer Protection Law numbered 6502, a provision including that agreement is seemed to be renewed if it is not cancelled at the end of the mentioned period is able to be foreseen at a fixed term bilateral agreement. However period of a fixed term bilateral agreement is not exceeded two years including the renewed period. If any of parties does not cancel the bilateral agreement at the end of two years it turns into indefinite period agreement with same conditions and cost.
In accordance with Consumer Services Regulation, it is compulsory to mention that supplier is responsible for informing consumer on the predicted cost change in a written way and consumer has always a right to cancel the agreement if the cost to be changed is not acceptable.
Electricity Sales Agreement is made with Aydem and the necessary documents are provided (Bilateral Agreement, Registration Form, Copy of Identity Card and Tax Certificate). Required registration procedures are made by Energy Exchange Istanbul (EXIST). The said procedure is submission of your documents. Transfer procedures are confirmed by EXIST. (Transfer procedures of customers with no debt within the past 3 weeks starting on the 6th day of the month till the end, with meters in line with the circular and exceeding eligible consumer limit are approved.) Following confirmation of EXIST, discounted electricity supply and billing procedure are being started by Aydem.
In the event that you sign a Bilateral Agreement with Aydem, your bill shall be issued by Aydem. Price and payment conditions determined within the scope of your agreement shall be valid. You shall be able to make your payments through payment instruments of Aydem.
You can make an application for reimbursement of the security deposit with your subscription number, identity card and the bank IBAN number personally or with the representative's power of attorney and the identity card. For legal entities, document showing that you are an authorized person, list of authorized signatures, letter of attorney are required. Additionally, certificate of authority written by institute are required for application for public institutes.
After the current agreement is terminated it is possible that a new bilateral agreement could be signed with the current supplier or with different supplier. However after the bilateral agreement of the customer has terminated due to a specific reason and if the consumer has not signed a bilateral agreement with a different supplier, it is required that the consumer has to sign a Retail Sales Agreement with the Appointed Retail Company in the Region within 15 days as of the date of exclusion from portfolio of its supplier. In the case that this agreement is not signed within the time specified energy supply is interrupted.
The related process is reported to the relevant distribution company within the same day and the distribution company applies the power cut at the address within 3 working days. Cancelling process for subscription is concluded refunding the deposit value by our company within 5 working days.
You can get the information from the nearest Customer Relations Centers or through our website.
You can get the information from the nearest Customer Relations Centers or through our website.
Aydem, adding a new service developing itself, starts to provide opportunity for paying invoice payments via credit card. Our customers in Izmir and Manisa shall be able to pay their current unpaid invoices with the credit card in 2 to 9 instalments. Consumers purchasing their energy from Aydem shall be able to pay their current electricity bills or they shall be able to pay the unpaid bills of previous months with the credit card in up to 9 instalments. Within the scope of the agreements made with Akbank (Axess Card), Denizbank (Bonus Card), İş Bankası (Maximum Card), Garanti Bankası (Bonus Card) and Yapı Kredi Bankası (World Card) it is not possible to make the payment as one credit card payment for electricity consumption bills. Delay interest that would emerge as a result of instalment payment is identified by the related banks and reflected on the customer.
You may create registration through our Solution Center or Customer Relations Centers specifying your installation number and the index on your meter.
Having made an objection does not eliminate the payment liability. Issue of objection is examined and finalized by the appointed supplier company latest in ten working days following the application date.
Liberalisation and privatisation processes in electricity market are started with regulations making in 2001. Sector, which is managed directly by participations of the government and where electricity is sold with the price determined by government until this date, opens doors for different electricity suppliers. Beforehand electricity was sold through only one institute to consumers. However, current situation is changed with privatisation and now electricity is able to be sold through more than one institute. Therefore, competition environment is created in market. Under the current market conditions, electricity suppliers are providing electricity sold to customers through different channels. They are getting electricity at a cheaper price through different channels such as power plants belonged to private enterprise, spot electricity markets, other suppliers and overseas companies. Thus, electricity providing with electricity cost reduction are able to be transmitted to end-users at cheaper prices and with campaigns.
In the case that there is not an active retail sales agreement at consumption point to be taken over; -procedures are carried out with your identity card, policy declaration of Turkish Catastrophe Insurance Pool (TCIP) and Turkish Republic Identification Number of property owner (if you are a tenant). In the case that there is an active retail sales agreement at consumption point to be taken over; -prcedures are carried out with your identity card, policy declaration of Turkish Catastrophe Insurance Pool (TCIP), Turkish Republic Identification Number of property owner (if you are a tenant) and documents showing the rights of usage of the said consumption point. If you reside at consumption point your procedures are conducted through web site without requesting any documents.
You may reach through website link (http://www.aydem.com/tr/AbonelikHizmetleri) to the required documents for each customer group.
For all contract applications security deposit, turn on/off fee, and stamp duty are charged.
Referring to Article 16 of Electricity Market Customer Services Regulation, customer signing retail sales agreement with our company would begin to use electricity in 2 days for urban areas and in 3 days for rural areas.
Pursuant to Article 32 of Electricity Market Customer Services Regulation, electricity subscription contracts should be in the name of the user.
Supplier in charge requests security deposit to enter the debt in an account in case user moves to another consumption points, retail sales agreement terminate or consumer does not pay invoices. Security deposit amount is determined by considering the unit price that is calculated per kWh and by confirmation of EMRA and taking power of plant or consumption point into consideration. The amount calculated should be paid following the contract application.
Customers apart from resident subscriber group can give indefinite conclusive letter of guarantee to be obtained from banks instead of cash or can carry out this transaction through ‘Direct Debiting System’.
You can apply for the security deposit reimbursement by filling out a printed petition at the nearest Customer Relations Center. Stated cash security deposit is updated considering the update rate. After consumer pays all debts to the supplier in charge, requested security deposit would be paid within five working days following update and demand. Your security deposit shall be reimbursed to the IBAN number of your bank account within the specified time period. For business owners, ‘Supplementary Invoice’ would be requested. As the case may be obliged, it is requested from tax payer customers to make out a supplementary invoice including the difference between security deposit invested on subscription date and security deposit to be reimbursed. This difference amount is %0 VAT inclusive. For not being tax payer customers, ‘Note of Expenses’ is formed including the difference between security deposit invested on subscription date and security deposit to be reimbursed. It is compulsory to have signature of customer on all said documents.
In article 11 of Disaster Insurances Law numbered 6305, it is stated that “In water and electricity subscription procedures existence of mandatory earthquake insurance is checked by the related institution in respect of buildings and independent departments within the scope of mandatory earthquake insurance. Electricity subscription, installation (electricity connection contract) and subscriber change procedures (retail sales contract) of buildings constructed detached as residences and residences established within the scope of Property Law 634 subject to condominium or construction servitude are required to be accomplished following the check of existence of mandatory earthquake insurance. Subscription shall not be completed without accomplishment of this checking procedure.” Therefore, in accordance with legal practice, Turkish Catastrophe Insurance Pool (TCIP) is obligatory.
It is the tariff applied as single price for the electricity power consumed in all times of the day.
It is the tariff applied in different prices for electricity power consumed in different time periods of the day specified. Bills of subscribers within the scope of this tariff are issued taking into account the consumption within these time frames and the prices of these time frames. It is the tariff over which your electricity consumption is calculated over 3 different unit prices within the time frames of 07:00-18:00 - 18:00-23:00 - and 23:00-07:00.
It is required that you consult with the closest Aydem Customer Service Center to benefit from multi-time tariff. Our subscribers who do not have electronic meter showing multi-time consumption value, should obtain electronic meter to benefit from this tariff. Customer should make written request to benefit from single time or multi-time tariff. Tariff change is done in the first invoice period after index numbers are detected at the end of the period of request date. Single time or multi-time tariff change can be done at most two times in the calendar year.
Multi-time tariff is calculated over 3 different unit prices for each time intervals (07:00-18:00, 18:00-23:00, 23:00-07:00). Cost of energy consumed during day tariff (between 07:00 and 18:00) is nearly same with unit cost of single time tariff. Cost of energy consumed during peak load (between 18:00 and 23:00) is double and over of single time tariff cost. During night tariff (between 23:00 and 07:00), costs are calculated over less than or eaqual to half cost of day tariff. As long as you consume minimum electricity between 18:00 and 23:00 and maximum electricity between 23:00 and 07:00, you shall have the maximum saving.
Electricity unit prices are unit prices being reflected to customers except for taxes and funds and they are determined by Energy Market Regulatory Authority (EMRA) every three months. For more detailed information and to learn the unit prices of electricity regarding all subscriber groups, please visit the official web site of Energy Market Regulatory Authority (www.epdk.gov.tr ).
Throughout the country sales price of electricity is same and our company has no authorization in increasing or making discount in electricity prices (except for customers gaining right of being Eligible Customer). National tariff confirmed by Energy Market Regulatory Authority to be implemented in Turkey is also valid in our region.
You can make an application for reimbursement of the security deposit with your subscription number, identity card and the bank IBAN number personally or with the representative's power of attorney and the identity card. For legal entities, document showing that you are an authorized person, list of authorized signatures, letter of attorney are required. Additionally, certificate of authority written by institute are required for application for public institutes.
The first action to take is to complete subscription processes through making application with the required information for the place of consumption visiting the nearest Customer Relations Center. Applications made in the case of signing Retail Sales Cntract with the supplier company assigned are concluded in 3 working days following the application date. And in the case of moving from the address resided to another address, required processes are completed within 3 days following the date of request for termination of the contract and energy is cut-off by the distribution company. The process is accomplished with reimbursement of the deposit pay in 5 work days.
Martyr's relatives (spouse, child, mother, father) and war veteran/disabled veteran or if the veteran passed away his widow wife shall benefit from the discount provided for martyr's relatives and veterans. For the ones proved to be the families of the martyrs by the related authorities with respect to the related articles of the laws 2330, 3713 and 5434 to benefit from martyr discount, an application shall be made to Customers Relations Center with the document disclosing that they receive martyr salary from General Directorate of Pension Fund. For the ones proved to be the families of the veteran by the related authorities with respect to the related article of the laws 2847 to benefit from veteran discount, an application shall be made to Customers Relations Center with the document disclosing that they receive veretan salary from General Directorate of Pension Fund.
Regarding failure, maintenance, power cut and meter reading the only authorized organization is the electricity distribution company you are registered. As there would be no change in your current electricity connection type, for technical issues you can get in touch with the distribution company you are registered. You may call 0850 800 0 186 to get in touch with your authorized organization of our district.
Pursuant to the law governing the Weights and Measures numbered 3516 and the secondary legislation based on this law, it is required that meters measuring electricity consumption should be controlled, calibrated and stamped periodically every ten years. Therefore meters of which 10 years stamp period expire need to be removed for stamping and calibration and instead a temporary meter with the same specifications is installed. The meters unable to be calibrated and/or repaired are replaced with the new ones. Besides, as per the request of the customers it is possible that an electronic meter with a specification of measuring multi-time consumption could be installed instead of the mechanic meter removed.
Since the marriage certificate is not an authorization document the contract cannot be cancelled. Cancelling can only be done upon application by the subscriber himself/herself or his/her proxy (with letter of attorney).
In accordance with the related legislation and sales contracts if the amount of the bill accrued is not paid until the payment deadline the customer is notified to do the debt payment in the following bill. If the amount of the bill is not paid until the end of the fifth working day following the notification, pursuant to the related legislation provisions energy supply of the customer is cut off. The bill or notification delivered to the customer’s address is accepted to have been communicated.
You can query your current debt by entering your subscription number through our web site or calling 0850 800 0 186 (Aydem Electricity Contact Center) or you can learn your debt status via kiosks in our Customer Relations Centers.
You can apply with your subscription number to the nearest Customer Services Center.
One of the items below could be the reason why you do not receive any bills; • You may have low consumption • There may be technical problems during reading the meter or the meter could not be reached • There may be erroneous subscription • The meter may be broken
You may learn, pay and follow your judicial debts at our Customer Relations Centers.
There is no discount available for disabled people. However, if their consumption exceeds 2000 kWh they shall be able to benefit from the discount as eligible consumer.
In the case of detection of the meter displaying erroneous consumption value the meter should be changed within the framework of provisions of the regulation. If the related meter user is not our subscriber, the user should take over the subscription by signing a subscription contract with our company. The meter can only be changed in the case of application of the subscriber.
Below points are placed on invoices of consumers under Retail Sales Contract within the scope of Electricity Market Customer Services Regulation; a) Consumer name-surname or title, address, consumer and/or subscribr number, subscriber group, b) Meter or meter brand, serial number, muptilier, if it is available flow and/or voltage transformer ratio, c) First and last consumption index and reading dates, d) Consumed electricity energy amount, e) Consumption pricing based energy and capacity information, f) Tax, legal power cut and debts, g) Deadline of payment, means and centers of payment, h) If meter is changed consumption values for the same period, i) Telephone and fax numbers and e-mail or address information of supplier in charge, legal entity having distribution license and consumer services centers, telephone number of distribution company in case of emergency and fault, j) Daily energy consumption average, k) The following reading period, l) If there is debt information for the previous periods, m) Cutting and connection charges, n) Consumption amounts of consumption point by the current and previous year, o) If there is automatic payment order information, p) Unique Code - In bilateral agreements, an unique code should be assigned to every eligible consumer or eligible consumer candidates. - Commitment performance period, month information, expiration date and penal clauses in case of commitment fail should be available on invoices of consumers providing electricity through bilateral agreement.
With reference to Article 32 of Consumer Services Regulation the following circumstances are defined as illegal usage. a) Supplying electric power to the third parties from its own electric installation after the measuring point, b) Consuming electric power by means of paying the bill issued in the name of the previous consumer without taking over the retail sales contract on its own, c) Despite that meter and measuring circuits are unsealed consuming electric power without notifying the related legal entities, d) Without waiting for the licensed legal entity to complete the required connection process within the framework of relevant legislation, the subscriber establishing/ having established a connection as not to hinder detection of consumption accurately, e) Consuming electric power out of the scope of the subscription group without any application to the relevant legal entities, f) Despite that a change is made in the power transformer not providing written notification to the relevant legal entities about the situation within fifteen days g) Except for the residential customers, in the case of an increase by more than 20 percent in the connection power of the facility or facilities owned not making an application to the licensed legal entity within the scope of the related legislation or even though an application has been made not fulfilling the obligations under the relevant legislation h) Following fulfilling the obligations switching on the electric power that was cut-off without permission of the licensed legal entity, i) Not applying to the related supplier in charge within the estimated period under this Regulation (If the customer is expelled from the supplier’s portfolio while using electricity under Bilateral Agreement, since then the customer will be purchasing electricity from the supplier in charge under the last source supply. In such situation, the customer should sign retail sales contract related to the last source supply.)