Frequently asked questions

General information

What is the difference between a vendor and a distributor?
A distributor has its own distribution network, i.e. cables, transformers and meters measuring energy consumption. A seller is an intermediary who uses the distributor’s infrastructure and is responsible for supplying energy directly to the end customer. Since the sale of energy is not subject to restrictions, the energy recipient can choose their preferred seller.
Who is responsible for power outages and the rectification of potential malfunctions?
The local distributor (DSO) is responsible for handling power outages and potential malfunctions. All malfunctions or other problems with energy supplies should be reported to the distributor.

Starting cooperation with HANDEN

How can I became a HANDEN’s customer?
Fill in the form and we will arrange a meeting with our Consultant, who will provide you with a savings calculation for your business.
Request contact Go to the form
Is changing the seller free?
Yes, you can change your seller free of charge.
How long does the seller change take?
The process of changing your seller will take up to 21 days. The date of changing the seller also depends on the termination of the agreement with your current supplier and the notice period.
Does HANDEN handle all formalities on behalf of the Customer?
Yes. Based on a signed power of attorney, we handle all formalities for you.

Can any business change its seller?
Yes, any business can change its seller.
Do I need to change my meter when switching to HANDEN?
This is not necessary. Switching to another seller does not require you to change your meters. Electricity will be transferred using the same cables, and the meters will be read the same way as before. You will receive a separate energy invoice. An invoice for distribution services from the distributor.

What is the term of payment for the invoice?
The term of payment is 14 days from the issue date of the invoice.
I have received two invoices. Should I pay both?
Yes, one invoice is for the distribution (issued by the distributor), and the other one is for the sale of active energy (issued by the energy supplier).
How can I contact Customer Service?
To contact Customer Service, call our hotline: 801 403 500. The hotline is open from Monday to Friday, 8.00 to 17.00. You can also contact us by e-mail: ebok@handen.pl.

Electronic Customer Service (eBOK)

What is eBOK?
It is an online platform designed for businesses that value comfortable and modern solutions. You can use it anytime and anywhere.

You can find details on eBOK in the Terms and Conditions.
Electronic Customer Service Terms and Conditions Download Terms and Conditions
What are the benefits of the Electronic Customer Service?
Our Electronic Customer Service is available 24/7 free of charge. It is also environmentally friendly with reduced paper consumption. The Electronic Customer Service allows easy access to documents, notifications on new invoices as well as constant monitoring of expenditures and consumption. This electronic solution will also save you time due to its user-friendly interface.
What are the functionalities of eBOK?
The key functionalities for our Customers include: access to account balance, monitoring gas and electricity consumption and payments, and access to current data. It also allows you to view your agreements and directly contact HANDEN.
How can I use eBOK?
Visit HANDEN’s website www.handen.pl and access the service by clicking the eBOK icon in the top right corner.
Logging into eBOK GO TO EBOK
Where can I find details on how to use eBOK?
We have prepared a detailed eBOK manual for our customers. The manual describes step-by-step how to use each functionality.
Manual of the Electronic Customer Service (eBOK) DOWNLOAD MANUAL
What are e-invoices?
An electronic invoice (e-invoice) is an electronic document within the meaning of the Act of 11 March 2004 on the Goods and Services Tax (complete text: Journal of Laws of 2017, item 60, as amended).

For details on the e-invoices issued by HANDEN, see the E-Invoice Terms and Conditions.
E-Invoice Terms and Conditions DOWNLOAD TERMS AND CONDITIONS
How can I activate or deactivate e-invoices?
To activate or deactivate the e-invoice functionality, authorised individuals must correctly fill in and submit a written statement of consent. The statement form can be downloaded below.
Statement of consent to receive / opt out of e-invoices
DOWNLOAD STATEMENT
What should I do if I do not wish to receive e-invoices by e-mail?
If you no longer wish to receive e-invoices to your e-mail address and would instead prefer to access them via eBOK, all you need to do is sign a statement of change of the invoice delivery method. Conversely, the same applies if you wish to switch to receiving an e-invoice to your e-mail address.
Statement of change of the e-invoice sending method
DOWNLOAD STATEMENT
How can I change the e-mail address for receiving e-invoices?
All you need to do is sign a statement of change of the e-mail address.
You can download the form below.
Statement of change of the e-mail address as part of the e-invoice service
DOWNLOAD STATEMENT

Need help?

Call us

+48 22 113 41 66
+ 48 801 403 500

We are available from Monday to Friday, 8.00 to 17.00

or Send us a message

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