EWRC obliged Toplofikatsiya Sofia to pay compensation to 6197 of its customers who were left without heating and hot water for more than 48 hours in the period December 2025 - January 2026.
The decision was made after an extraordinary inspection, ordered due to signals of prolonged breakdowns and interruptions of the heat supply in the capital.
The company has a period of one month to calculate the penalties due to the affected consumers, and then - another 7 days to make the payments. Compensation will be received by customers of a total of 164 subscriber stations.
The most affected are in the residential area “Lyulin-6“, where over 5,400 people were left without heating for about 50 hours. In other neighborhoods such as “Mladost-3“, “Dianabad“ and the “Poligona“ district, the outages lasted significantly longer - in some cases over 100 hours.
The KEWR indicates that compensation is due when the failure is not repaired within 48 hours. In these cases, customers must be compensated for the undelivered heat energy for the period of the delay.
The calculation of the amounts will be based on the average consumption for the relevant site under similar conditions. Payments will be made automatically, without the need for users to submit applications.
The regulator emphasizes that the inspection found a violation of the license conditions and the general rules of the company, as compensations were not paid on time.
The decision is part of the commission's measures to protect consumer rights in services from companies with a monopoly position.