Customer service

How can we assist you?

We understand that you sometimes have questions. Find the answer to most questions in our handy Frequently Asked Questions Library on this page.

Is your question not listed? Have a look at our contact options.

Frequently Asked Questions

General

  • Our services

    • We supply local and sustainable heat to many places in the Netherlands to heat the rooms in your home or business. In addition, we also supply hot tap water and cooling at some addresses. You can find out exactly what we deliver to your address and how we do it on the rate sheet and the information card in our online customer portal MijnEteck (Dutch).

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    • You can find out exactly what we deliver to your address and how we do it on the rate sheet and the information card in our online customer portal MijnEteck (Dutch).

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    • Eteck supplies heat and at some addresses we also supply hot tap water and cooling. For electricity, you will therefore have to conclude a contract with an energy supplier of your choice. Exceptions to this are the "Buitengewoon Zorgzaam" projects in Amersfoort and "Leidschenhof" in The Hague. You can find out exactly what we deliver to your address and how we do it on the rate sheet and the information card in our online customer portal MijnEteck (Dutch).

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  • MyEteck

    • You can arrange a lot yourself in our online customer portal MijnEteck. Very handy!

      MijnEteck comes in two variants, both of which you can use (simultaneously); MyEteck Online via our website and the MyEteck App as a download on your mobile phone. The advantages of MijnEteck:

      • Easily change your personal details
      • Insight into your usage (if applicable to your address)
      • View an overview of the accounts and status of your payments
      • Easily report faults with the help of our fault wizard
      • Advice on your advance payment amount and easily adjust it yourself
      • Information about the heating system in your home
      • Information and updates in the event of collective disruptions
      • Easily provide meter readings (if necessary)
      • Insight into the contract you have entered into with us
      • and much more!

      Don't have login details for MyEteck yet? You can request this here.

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    • If Eteck is your heat supplier and you are registered with us as a (new) customer, you can arrange many things yourself via our customer portal MijnEteck. You can easily create an account via this link.

      To do this, keep your customer number at hand. You can find these on our invoices.

      After applying for a MijnEteck account, you will receive an email with a link to activate your account. After activation, you will have direct access to MijnEteck Online (via the website) and you can use the MijnEteck App (downloadable from the App Store or Google Play store.

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    • You can easily request a new password in the MijnEteck app or via MijnEteck online. Click on "wachtwoord vergeten" to request a new password.

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    • You can apply for MyEteck as soon as we have processed your registration as a new customer. There may therefore be some time between your registration and our processing. If your application has been processed, you will be notified. From that moment on, you can also start using MijnEteck Online and the MijnEteck App.

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  • Contact with Eteck

    • If you cannot find the answer to your question on our website, please do not hesitate to contact us.

      Our team is ready to help you with any questions you may have. If you do not find an answer to your specific question here, please feel free to contact us.

      • By phone on 085-0218000 (every working day from 09:00 to 18:00)
      • Digitally via our contact form
      • Via our customer portal MijnEteck (Dutch).

      And did you know that you can arrange a lot yourself via our customer portal MijnEteck? It's that simple!

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    • Eteck strives every day for the most reliable supply of heat and cold. We try to carry out work as well, on time and completely as possible. We do our utmost to help you to your satisfaction, but sometimes things go wrong and you are the victim of that. Sorry, that shouldn't have happened! We are happy to help you.

      The quickest way to resolve a complaint is to contact our Customer Care department on 085 - 0218 000. Together we will find a solution and explain to you what exactly happened.

      Have you contacted us and are you not satisfied with the answer or solution offered? Then you have the opportunity to file a complaint with us. You can do so via this form (in Dutch, use the Google Translate button if necessary).

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Invoice and payments

  • Payments

    • Every month you pay for our heat supply. You will receive a monthly invoice for this (advance) amount. You can pay this invoice in two ways:

      Direct debit

      Do you want more convenience and less costs? Then choose payment by direct debit. The (advance) amount will then be automatically debited from your account every month around the 27th. As a result, you don't have to worry about it yourself. You can apply for direct debit directly when you register as a customer. If you have not (yet) done so, you can still request it. Fill out the form and send it back to us. We'll take care of the rest.

      Manually transfer every month

      You can also pay by manually transferring the (advance) amount to us every month. You must pay the monthly invoice before the end of the month. A monthly surcharge is charged for paying by invoice. The amount of the surcharge can be found on the rate card in MijnEteck. The cost of paying by invoice will appear as an invoice cost on your monthly invoice.

      When transferring manually, make sure that you enter the correct details (amount and account number), see also the question 'What is Eteck's account IBAN number?'

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    • All information about our account number/IBAN number and name can be found on our invoice or annual invoice. You can also find your invoices and annual statement in our online customer portal MijnEteck.

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    • If you want to pay by direct debit, the (advance) amount will be automatically debited from your account every month around the 27th. As a result, you don't have to worry about it yourself. You can apply for direct debit directly when you register as a customer. If you have not (yet) done so, you can still request it. Fill out this form and send it back to us. We'll take care of the rest.

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    • If we do not succeed in debiting the (advance) amount from your account the first time (around the 27th), for whatever reason, we will try again around the 10th of the following month.

      Of course, you can also choose to transfer the outstanding amount yourself to the bank account number mentioned on the invoice. You can always find these in our online customer portal MijnEteck (Dutch).

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    • If you pay by direct debit, the (advance) amount will be automatically debited from your account every month around the 27th. If we do not succeed in debiting the (advance) amount from your account the first time, for whatever reason, we will try again around the 10th of the following month.

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    • The advance amount is automatically debited from your account every month around the 27th. It is currently not possible to change this collection date.

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  • Annual and final invoice

    • If you are connected to an Eteck heat network where you pay for consumption, you will receive an annual bill every year. You will receive the annual statement in the first six weeks of the new year. Unfortunately, we are unable to respond to priority requests, due to established procedures and controls. We ask for your understanding.

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    • On your annual statement or final invoice, you can see the balance between the part you have already paid via the monthly invoices and the actual costs. Your annual statement shows the costs you incurred last year plus the monthly amounts you have already paid.

      Have you paid more than necessary in the past year? Then you will get your money back. If the consumption has been higher, you will have to pay extra.

      A new advance amount is also calculated on the annual invoice. In doing so, we take into account past consumption and the tariffs for the new year. The automatically calculated advance amount is a recommended amount that we automatically set for you. You can increase (or decrease) this yourself via our customer portal MijnEteck.

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    • Your annual or final statement will have an expiration date on it. We will pay out the credit to you around this date. Is there still an amount you have to pay us, for example due to an outstanding invoice? Then we will settle your credit with this first. Any remainder will still be paid to you around the expiry date. Through our online customer portal MijnEteck you always have insight into the status of payments and invoices.

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    • On your annual invoice, we automatically calculate the new advance amount based on past consumption, the new rates and the number of degree days to be expected. It is therefore possible that you will receive a refund on your annual bill this year and our recommended advance amount will be higher. This may be because, for example, it has been a warmer year than average or because rates will rise in the new year. We would therefore like to advise you to stick to our recommended amount to avoid surprises on your next annual statement.

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    • Please note all meter readings and contact our Customer Care department by phone on 085-0218000. Together, we check the meter readings that you have taken with the meter readings that are in our system.

      If it turns out that the meter readings on your annual statement are incorrect, we will adjust them and you will receive a corrected annual statement.

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  • Advance amount

    • You can easily do this yourself via our online customer portal MijnEteck. Do you need help? Call 085-0218000 or contact us digitally.

      Please note that reducing your advance amount is at your own risk. The annual statement may turn out to be higher than you expect due to a reduction in the advance amount. In addition, you can only reduce an advance amount once a year. Increasing is unlimited.

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    • The automatically calculated advance amount is a recommended amount that we automatically set for you. This amount is calculated on the basis of past consumption, any new tariffs and the number of degree days to be expected. It is therefore possible that our advice for your advance amount is higher than you were used to. This may be because, for example, it has been a warmer year than average or because rates will rise in the new year. We would therefore like to advise you to stick to our recommended amount to avoid surprises on your next annual statement.

      If, despite our advice, you still want to change your advance amount, you can do so via MyEteck or in the MyEteck App. Keep in mind that if you reduce your advance amount and your consumption remains the same or increases, you will have to pay extra on your annual bill next year.

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    • On your annual invoice, we automatically calculate the new advance amount based on past consumption, the new rates and the number of degree days to be expected. It is therefore possible that you will receive a refund on your annual bill this year and our recommended advance amount will be higher. This may be because, for example, it has been a warmer year than average or because rates will rise in the new year. We would therefore like to advise you to stick to our recommended amount to avoid surprises on your next annual statement.

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  • Money worries

    • Are you unable to pay our invoices within the stipulated period? Please contact the Customer Care Team as soon as possible and we will look for a suitable payment arrangement together. We also offer help with various forms of savings and the possibility of a personal conversation with a financial coach.

      Have you been unable to pay our and other bills for a long time? Please contact your municipality for debt counselling. They help you with debts that you cannot manage yourself.

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Contract and data

  • Becoming a customer

    • Are you going to live in a house where Eteck supplies heat and/or cold? Please register with us as soon as possible. This can be done easily and quickly online.

      After registration you will receive a welcome package from us with information about the service Eteck provides, the rates and conditions.

      When you register, you can immediately indicate whether you wish to pay by direct debit and we can immediately create an account for MijnEteck for you. It's that easy!

      Are you about to move into a home where Eteck supplies heat and/or cooling? If so, please sign up with us as soon as possible. You can do this online (in Dutch).

      After signing up, you will receive a welcome kit from us with information about the service that Eteck provides, the tariffs and conditions.

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    • You can apply for MyEteck as soon as we have processed your registration as a new customer. There may therefore be some time between your registration and our processing. If your application has been processed, you will be notified. From that moment on, you can also start using MijnEteck Online and the MijnEteck App.

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  • Personal information

    • You can easily change contact details yourself in our online customer portal MijnEteck (Dutch).

      Don't have login details for MijnEteck yet? You can request this here.

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    • You can notify us of a change in your account number by contacting us digitally. It is not possible to report a change in your account number by telephone.

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  • Prices

    • Our rates can be found on your rate sheet. You can view them in MijnEteck Online or in the MijnEteck App. Our rates are adjusted annually. The rates will take effect on 1 January of the new year. We will inform you about this in December.

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  • Moving and unsubscribing

    • If you move to a home without a connection to Eteck's system, you can unsubscribe from us.

      You can easily arrange this online via MijnEteck.

      In order to process your move as efficiently and correctly as possible, we need the following information:

      - the date of key handover;

      - Your new correspondence address.

      Reporting a move without logging in

      Don't have access to MyEteck? Then we need more information from you, including your customer number, e-mail address and meter readings. To do so, please contact our Customer Care department via our digital contact form. Please note that the processing may take some time, so please inform us well in advance.

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Meters and consumption

  • Meter readings

    • The meter reading of the heat is displayed on a digital meter in the meter cupboard or storage room. This meter reading is usually displayed in GJ.

      If you also receive hot tap water and/or cold drinking water from Eteck, the water meter is close to the heat meter. This value is indicated in m3.

      If you have a Kamstrup Multical 401 energy meter and purchase tap water from us, you can read the tap water level by pressing and holding the control button of the energy meter for three seconds. The position is shown in the display at the same time as the letter "A".

      If there are cost sharers on the radiators, you can read the meter readings directly. In that case, Eteck will convert these units into a heat consumption.

      Every home is different and there are therefore individual differences. For the exact situation in your home, please refer to the information card in our online customer portal MijnEteck.

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  • Insight into consumption

    • MijnEteck gives you insight into your consumption if you have a smart meter. This way you can easily see whether you are consuming more or less than last year and how your consumption is compared to similar homes in the area.

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Malfunctions and maintenance

  • Self-help

    • Some malfunctions can indeed be solved yourself. We have a step-by-step plan to help with this (in Dutch). Click here to read more about this.

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  • Report a malfunction

    • This can be done 24 hours a day, 7 days a week via telephone number 085-0218000. Clearly indicate that it is a malfunction. If the installation indicates a fault code, please pass this on to us as well.

      If there is a defect or you suspect that there is a deviation in the technology, please report this via our self-service portal MijnEteck. Of course, you can also report by phone via 085-0218000.

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  • Compensation

    • Eteck will start work to remedy the malfunction as soon as possible after we become aware of it. This is not always possible before you notice it. We of course regret it if you experience inconvenience due to a malfunction and it is logical that you wonder whether you are entitled to compensation.

      Collective interruption

      In the event of a collective interruption of the heat supply and/or hot tap water, you are entitled to compensation. Two conditions apply:

      - The outage lasted longer than 8 hours

      - It's not the first outage in 12 months

      You will not receive compensation for an outage that lasted less than 8 hours. In the event of a disruption of 8 to 12 hours, you will receive compensation of € 35.00. For every 4 hours that the disruption lasts longer, you are entitled to an additional amount of € 20.00.

      We will inform you about this fee, you do not have to submit a request for this yourself. The compensation is usually paid within 3 months and within 6 months at the latest.

      Individual malfunction

      Whether you are entitled to compensation in the event of an individual malfunction depends on the situation. If you believe that you are entitled to compensation due to a malfunction, you can contact us via our digital contact form. We will review your application and decide if you are entitled to compensation.

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A malfunction

Experiencing a malfunction? We will fix this as soon as possible. You can reach our service department day or night at telephone number 085-0218000.

Call 085 0218 000

Self service

In the self-service portal MijnEteck (Dutch), you have access to your personal details, invoices and meter readings. You can also adjust your advance payments, notify us if you are moving or report a malfunction.

More about MijnEteck (Dutch)

Eteck App

  • insight in your use
  • report non-urgent malfunctions
  • view your invoices
  • overview of your payments
To the Eteck App

Moving out?

Are you moving to a home without a connection to Eteck’s system? Arrange it quickly and easily via MyEteck. At a time that suits you. Convenient and no hassle!

You are moving Group 13
Het beeld wat staat voor MVO bij Eteck. Een man die een kind in een kruiwagen in de tuin duwt.

Contact us by phone

Want to talk to us personally? Our Customer Care team is there to help you every working day from 9 a.m. to 6 p.m.

Ask a question

Do you have a question or comment? You can get in touch with us using the contact form below and we will get back to you as soon as possible.

Compliment or complaint (in Dutch)

Every day we try to help you as best we can. Sometimes you are positively surprised and sometimes you are disappointed. In both cases we would like to hear that!