The Complete Guide to Claiming DEDDIE Compensation for Power Outage Damage

Every year, thousands of Greek residents experience appliance damage caused by power outages and voltage fluctuations. Televisions, computers, refrigerators, and washing machines can be damaged or destroyed when the neutral conductor fails in the low-voltage distribution network — creating dangerous voltage imbalances that push far more than the standard 230V through sensitive electronics.

The good news: Greek law provides a clear compensation mechanism. Under RAE Decision 1151A/2019, DEDDIE (the Hellenic Electricity Distribution Network Operator, also known internationally as HEDNO) is required to compensate affected customers up to €600 per incident. The bad news: most residents who experience damage never claim compensation, either because they do not know about the right or because they miss the strict 20-working-day deadline.

This guide explains everything you need to know to successfully claim the compensation you are entitled to.

Understanding What Is Covered

The compensation scheme under RAE 1151A/2019 applies specifically to damage caused by an accidental interruption of the neutral conductor in DEDDIE's low-voltage network. This is a specific type of fault — not every power outage qualifies.

When the neutral conductor fails, the result is a voltage imbalance. Instead of the normal single-phase 230V reaching your home, one group of appliances may receive 400V or more, while others receive almost no voltage. This sudden overvoltage is what destroys electronics.

What is covered: - Electrical appliances damaged by overvoltage caused by a network fault - Both residential and commercial customers - Both owned and rented properties (the renter who suffered the damage is the claimant)

What is not covered: - Damage from scheduled outages (DEDDIE is not liable for equipment damage during planned maintenance) - Damage from faults within your own property's wiring - Indirect losses: business revenue, lost contracts, spoiled food (food waste is not covered), or consequential damages of any kind - Damage to appliances that were already broken before the event

The 20-Working-Day Deadline: Non-Negotiable

The most important fact in this guide is the deadline. You must submit your compensation claim to DEDDIE within 20 working days of the incident. Not 20 calendar days — 20 working days, which means weekends and public holidays do not count.

This deadline is strict and there are essentially no exceptions. Miss it, and you forfeit your right to claim under this scheme entirely.

Practical implication: if your appliances are damaged during a power outage, do not wait to see how bad the damage is before contacting DEDDIE. Report the fault on the same day. Even if you are not certain whether to pursue a compensation claim, reporting immediately preserves your option.

Step-by-Step Claim Process

### Step 1: Report the fault to DEDDIE immediately

Call DEDDIE at 11500 (free, available 24/7) or 2111900500 on the same day the damage occurs. Tell them: - Your address and meter number - The time the outage or fault occurred - That you are reporting appliance damage

Ask for and note down the report reference number. This is your proof that you notified DEDDIE in a timely manner.

Also submit a report on Outage.gr. Your community-verified, timestamped report provides independent documentation of the outage event that can support your claim.

### Step 2: Document everything before touching the appliances

Before you move, repair, or dispose of any damaged appliance: - Photograph every damaged device clearly, showing any visible damage (burnt components, melted plastic, scorch marks) - Write down the make, model, and serial number of each affected appliance - If possible, photograph the device's serial number label and any documentation showing its age and purchase price

Do not attempt to repair damaged appliances until DEDDIE's inspection window has passed (Step 5 below).

### Step 3: Obtain a certified technician's assessment

Take each damaged appliance to a certified electrical repair workshop (ηλεκτρολογικό εργαστήριο). Ask them to: - Inspect the appliance and confirm the nature of the damage - Provide a written assessment stating that the damage is consistent with overvoltage from an external source - Issue an invoice or cost estimate for repair or replacement

This assessment must come from a legitimate, licensed electrical business. Keep all receipts and ensure the workshop's name, address, and tax identification number appear on the document.

### Step 4: Prepare your claim documentation

Gather the following: 1. A written request for compensation (simple letter format is acceptable) 2. The technician's assessment and invoice 3. A photocopy of your electricity bill (proving you are the account holder) 4. A solemn declaration (υπεύθυνη δήλωση) stating that the damage was caused by a network fault, not by a pre-existing condition or fault within your property 5. Any photographs of damaged appliances 6. Your DEDDIE fault report reference number

### Step 5: Submit the claim

Deliver your documentation to your local DEDDIE service centre or send it by registered post to the relevant regional office. Keep copies of everything you submit and note the submission date.

Once your claim is received, DEDDIE has the right to inspect the damaged appliances within 2 business days. You must make them available for inspection during this window. If DEDDIE does not exercise this right within 2 business days, you may proceed with repair or disposal.

### Step 6: Await the decision

DEDDIE must issue a decision within 15 working days of receiving all required documentation. If approved, payment must follow within one month.

Common Reasons for Rejection

The most frequent grounds for DEDDIE to reject compensation claims:

Late submission. Claims submitted after the 20-working-day deadline are rejected. This is the most common failure point.

Fault not attributable to DEDDIE's network. If the fault investigator determines the damage was caused by wiring within your building rather than DEDDIE's external network, the claim will fail. An electrician's confirmation that your building's internal wiring is sound can preempt this objection.

Insufficient documentation. Missing the technician's assessment, the solemn declaration, or the electricity bill connection. Incomplete submissions are returned for correction — consuming more of your 20-day window.

Appliances beyond economic repair. DEDDIE calculates compensation based on repair costs. If DEDDIE's assessor determines an appliance can be repaired for less than the claimed replacement value, they will pay repair costs rather than replacement.

Escalation: If Your Claim Is Denied

If DEDDIE rejects your claim and you believe the rejection is unjustified, you have options:

RAAEY (Regulatory Authority for Energy): File a complaint with RAAEY at raaey.gr. RAAEY mediates disputes between consumers and energy operators and can require DEDDIE to reconsider a rejection.

Consumer Ombudsman: The Synigoros tou Katanaloti (synigoroskatanaloti.gr) handles consumer disputes and can assist with energy-sector complaints.

Legal action: For damage exceeding €600 or for cases involving multiple incidents, legal action through the civil courts remains an option, though costs and time make this worthwhile only for larger claims.

How Outage.gr Strengthens Your Claim

Outage.gr reports provide timestamped, community-verified evidence of power outages. When your neighbours confirm your report through the "Me Too" button, it creates a documented community record that the outage was real, widespread, and occurred at a specific time.

The Evidence section of Outage.gr allows you to generate a certificate summarising your reported outages with timestamps. While this certificate does not have official legal status, it provides supporting documentation that can be attached to your DEDDIE claim to demonstrate that the event was recorded contemporaneously by multiple people in your area.