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Vulnerable Consumers

Definition of Final Customers with Disabilities (PWD)

Final Customers with Disabilities are defined as individuals who demonstrate,
by presenting a recognized medical certificate or other equivalent evidence, that they suffer from a disability or illness which significantly impedes the normal conduct of their daily activities.

The criteria for inclusion of consumers in the category of “Final Customers with Disabilities” are as follows:

  1. Permanent incapacity resulting from physical, mental, or intellectual inadequacy (physically disabled individuals, blind and visually impaired individuals, deaf individuals, those with difficulty in perception, communication, and adaptation, patients with conditions such as arteriosclerosis, epilepsy, kidney impairment, rheumatic diseases, heart conditions, etc.).
  2. Limited ability of the individual to work (engage in professional employment under market conditions) due to chronic physical or mental illness or impairment.

  1. The applicant must be the owner of the property to which the connection with the natural gas will be made. Alternatively, they must be a first-degree relative of the contracting party in the relevant Connection Agreement or be the tenant of the property for which the said Agreement has been signed.
  2. Consumer’s connection agreement must be exclusively for the residential Heating category.

The documents required to be submitted to Enaon EDA in order for an individual to be classified as a “Customer with Disabilities” are as follows:

  • Certificate of registration as a disabled person in the relevant registries of the Manpower Employment Organization (OAED).
  • or Certificate from a Health Committee indicating a disability percentage of at least 67% and specifying the physical or mental disability or impairment.
  • or Submission of a copy of a court decision regarding the appointment of a legal representative for full or partial legal incapacity

  1. All the auxiliary and optional services of Enaon EDA are provided on a priority basis
  2. Possibility of transferring the metering device to a different location from the initial designated location depending on the specific needs of the end customer and provided that the safety rules as defined in the “Regulation on the installation of gas pipelines and meters with operating pressure up to 4bar” (Government Gazette 1810/12.12.2006) and the specifications of the Company as defined in the relevant regulations and manuals are complied with.
  3. Especially for people with visual impairment, there is an option of notifying the indications of the metering device and tariffs by phone. In addition, especially for this category of final customers, an employee of the Low-Pressure Operation & Maintenance Department of our Company is given the opportunity to visit them and demonstrate the use of natural gas.
  4. Option to send documents directly to a customer’s authorized by the consumer with disabilities.
  5. The end user can select the most convenient way to be informed and communicated with Enaon EDA depending on his/her disabilities.

During the transaction between consumers and Enaon EDA, particularly during the process of submitting the “Natural Gas Connection Agreement Application” for approval, there is the possibility to submit a request for inclusion in the category of consumers with disabilities. The relevant application is available at the company’s customer service point and on the corporate website. This kind of information can also be obtained from the customer service call center at 2130-882000 / 11322.

Application for inclusion in the category of Final Customers with Disabilities

The application of the interested consumer must be accompanied by a relevant document, as described in Section 3 of this document. Consumers whose “Application for Inclusion in the Disability Category” is approved will be informed in writing or orally by the company about the provided privileges, as specified in Section 4 of this document. The privileges mentioned in Section 4 are provided to individuals with disabilities without any financial burden.
Enaon EDA ensures absolute confidentiality for any information received from consumers with disabilities concerning their personal data and commits not to use or disclose them to third parties without their written consent.
For all other matters, the terms defined in the “Natural Gas Connection Agreement Application” apply to consumers classified in the “Consumers with Disabilities” category.