EPDK Issues New Natural Gas Regulation: Changes to Subscription, Billing, and Refund Processes

Speed and Refund Guarantees in Connection Processes The Energy Market Regulatory Authority (EPDK) has published a new regulation in the Official Gazette aimed at increasing service quality and preventing consumer grievances in the natural gas sector.
Under the new rules, fee refunds for applications where service line construction has not yet started must be processed within five business days.
If a connection fee has previously been paid for the same address, companies are prohibited from charging a second fee for a new subscription.
Distribution companies are now required to complete permit applications within five business days of fee collection and must generally have the gas supply ready within 30 days.
This period can be extended to a maximum of 90 days with the applicant's consent.
If gas supply is not provided within the specified timeframe, the connection fee must be refunded within five business days.
Furthermore, connection fees can now be paid in up to six installments via credit card, with the financing costs of these installments not being reflected in the tariffs.
Subscription and Security Deposit Facilitation Subscription agreements will be signed with the person who will actually use the gas following the approval of internal installation projects and security deposit procedures.
For addresses with existing installations, gas supply must be initiated within four business days of signing the contract.
Inspections following the rectification of installation deficiencies must also be completed within four business days.
The regulation introduces significant ease for security deposit payments.
Subscribers using mechanical meters can pay the security deposit in at least six installments via credit card without interest.
Additionally, places of worship, cemevis, Quran courses, and households receiving social assistance are exempt from security deposits.
However, this exemption will not apply if the same person re-subscribes at the same address.
Billing Transparency and Emergency Response Standards Transparency in billing processes is being increased.
Invoices must be delivered to consumers at least 10 days before the due date, and the payment period cannot be less than five business days.
Before a contract can be terminated due to debt, a notification must be sent through multiple channels at least three business days in advance if payments have not been made for three months.
Distribution companies are also mandated to establish emergency response organizations, with a requirement that emergency hotlines must be answered by the third ring.
These new obligations, which also allow for personnel and equipment support between companies during disasters and emergencies, must be fully implemented within 24 months.