One-time ex-gratia payment for consumers affected by prolonged disruptions in electricity supply in July

Households and businesses that experienced prolonged electricity interruptions, exceeding six hours cumulatively, between the 17th and 27th of July will be entitled to a one-time ex gratia payment.

The one-time payment is being given due to the sustained and unprecedented heatwave that averaged more than 40 degrees Celsius, which affected the electricity distribution system.

Residential accounts

To facilitate the process, affected residential accounts that had their supply interrupted for over six hours cumulatively during the said period will automatically receive a credit to their utility bills based on the average consumption of households during the corresponding three-month period of last year. The credit will be equivalent to the average monthly consumption of households and will increase according to the hours of interrupted service.

The credit will be provided automatically for those accounts which Enemalta’s information system identified as impacted.

As of the second week of October and onwards, customers will see a credit line item directly on their ARMS bill indicating the payment provided.

Residential accounts receiving an automatic payment will be notified via a letter through ARMS, which will be sent out in the coming days.

In case of exceptional faults during this same period, affected customers may apply via an online application, through the ARMS website. The application opens on Monday, 9th October. Enemalta and ARMS, as the billing agency will carry out a validation exercise before issuing the credit amount.

Customers with domestic accounts are not included automatically, however in cases such as summer residences, where people were residing and during the same period they experienced over six hours cumulatively of interrupted service, may also apply via the online application form.

The application form is open until 31^st December, 2023. A helpline has also been set up to further support customers: 80002024. Emails can also be sent to creditquery@arms.com.mt

Non-residential accounts

Non-residential accounts, i.e. businesses, that experienced an interruption in electricity supply for over six hours cumulatively between the 17th and 27th of July, are also eligible for a one-time ex gratia payment. Businesses with a commercial account will be entitled to an ex-gratia payment equivalent to one-month consumption calculated on the actual average consumption of that account in June, July and August 2022.  The amount increases gradually depending on the number of hours impacted, capped at a maximum of €10,000 per account. The scheme will be operated in collaboration with Malta Enterprise and was discussed with all relevant stakeholders who supported it.

Businesses that experienced an interruption are to apply online, on electricitypayment.maltaenterprise.com , and a validation exercise by Enemalta and ARMS will be carried out. The application for non-residential accounts opens on Friday 29th September.

The application form is open until 31^st December, 2023. For any queries related to non-residential accounts, customers can call on 8000 2024 or email: creditquery@arms.com.mt

Meanwhile, the Ministry for the Environment, Energy and Enterprise is also looking at encouraging more businesses and households to be part of the green transition. Following discussions with the Malta Chamber of Commerce, Enterprise and Industry, the Chamber of SMEs, MHRA, ACE and the Malta Employers Association, it was agreed that business representatives and the government will work together to encourage more businesses to be energy-efficient and green their business operations. Stakeholders shared a general consensus to work together to help future-proof businesses for climate change eventualities.