In the framework of its competences and continuous effort to protect the rights of citizens, the Ministry of Energy, Mining and Mineral Resources has initiated and intensified activities for fair and transparent public information regarding electricity bills. As the leading institution for state energy policy, the Ministry actively coordinates all relevant institutions and reminds them of their legal obligations in order to fully protect citizens from potential abuses.
Although the Ministry does not have direct authority over prices and billing, it has prioritized this issue and initiated meetings with all relevant parties to ensure transparent and accurate information to the public. The Ministry and the Energy Regulatory Commission (ERC), aiming for greater transparency and education, inform citizens of all available options for timely and accurate monitoring of electricity consumption, as well as the mechanisms available to them, based on strict adherence to the laws governing this area.
To determine the actual situation, all citizens who believe they have grounds for further verification (according to Article 37 of the Energy Law, the Electricity Supply Rules, and the Rules on Handling Complaints and Dispute Resolution), have the right to file a complaint.
In coordination and cooperation with the Energy Regulatory Commission and involved companies like EVN Home, we inform about the procedures.
Key steps for fair dispute resolution:
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Submit a complaint to EVN Home
All citizens who believe their bill is inaccurate have the legal right to file a complaint to the universal supplier EVN Home within 8 days. The application must include the bill number, a description of the issue, and a copy of the invoice. Contact: info@evn.mk. -
Appeal to ERC if the response is unsatisfactory
If EVN does not respond within the legal deadline or the response is unsatisfactory, citizens can contact the ERC at erc@erc.org.mk or potrosuvaci@erc.org.mk, providing documents from the EVN process. ERC will conduct an independent investigation and issue a binding decision.
If the decision favors the citizen, EVN is legally obliged to adjust the bill, usually by recalculating future invoices. In case of a negative decision, citizens have the right to initiate an administrative dispute.
By law, EVN Home must read meters quarterly (every 3 months) to ensure data accuracy. EVN reports that about 85% of meters are read monthly. However, some meters are located inside private properties and cannot be read if the user is not present. 15% of meters, mostly in remote rural areas, are read twice a year. Over a 3-month period, more than 95% of meters were read. For unread meters, invoices are based on estimated consumption using automated algorithms, relying on usage curves and consumption from the past 12 months.
According to EVN Home, a verification mechanism has been introduced after block tariffs were implemented. When a user enters the fourth block for the first time, a system notification is triggered and the case is manually checked by Electrodistibution before issuing the invoice. If the entry into the fourth block is due to previously unbilled kilowatt-hours, the invoice is immediately corrected.
More information about the procedure, readings, blocks, and calculations is available at:
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FAQ – https://elektrodistribucija.mk/Grid/Informacii-merni-uredi.aspx
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EVN Home – https://www.evn.mk/Invoices.aspx
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ERC Portal – https://www.erc.org.mk/
If citizens suspect their meters are not being read regularly, they can:
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Compare the invoice with the actual meter reading – EVN must respond to discrepancies.
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Report meter readings themselves.
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Request physical reading and block verification if they cannot read the meter themselves.
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Request proof of reading – by law, EVN must provide quarterly reading confirmation. If unavailable, citizens have the right to an audit.
Regular meter reading:
Citizens can self-report their meter readings online at:
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Emailing info@evn.mk or elektrodistribucija@evn.mk
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Calling the Call Center: 02 32 05 000
Monitor your blocks:
Electricity pricing is divided into four blocks. The more you consume, the higher the tariff. The recommended daily limit is 7 kWh (first block).
Tariff system:
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Block 1: 4.4376 MKD/kWh – up to 210 kWh/month (avg. 7 kWh/day)
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Block 2: 5.5664 MKD/kWh – 211 to 630 kWh
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Block 3: 7.4314 MKD/kWh – 631 to 1050 kWh
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Block 4: 18.3035 MKD/kWh – above 1051 kWh
Low tariff: Daily from 13:00–15:00 and 22:00–07:00 – 1.9765 MKD/kWh
If you are nearing a higher block, reduce consumption to avoid high tariffs.
ERC analyses show some consumers were placed in higher blocks due to the calculation methodology. EVN must review and correct such cases if necessary.
Number of complaints received:
Out of 820,000 meters in North Macedonia, EVN Home received 15,000 complaints during Dec 2024 / Jan 2025. Only 15% were adjusted based on new readings; the rest were found valid. This is 20% fewer complaints than Dec 2023 / Jan 2024.
Until February 28, 2025, the ERC received 345 second-level appeals.
The Ministry and the Energy Regulatory Commission (ERC) continuously monitor all procedures and insist on full transparency from all involved parties.
As an additional measure, efforts are underway to activate modern equipment for meter verification at the Bureau of Metrology, which will enable further independent verification and inspection of meters, upon consumer complaints, through a state institution. This will contribute to increased transparency, fairness, and oversight.
The Ministry of Energy and Mining remains committed to protecting citizens within the energy sector. In this regard, it will continue to launch initiatives for greater transparency, including additional educational campaigns for consumers. Citizens will be regularly informed about all available options for checking and correcting their bills, as well as the mechanisms available to them.
Respectfully,
Ministry of Energy, Mining and Mineral Resources