General

Who are we?

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Ostrom is a green energy provider, based in Berlin but serving the whole of Germany. We aim to make energy better, without the headaches caused by traditional German energy providers.

What makes Ostrom special?

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Ostrom is bringing transparency to the electricity industry with flexible monthly contracts, a completely digital experience from start to finish, everything in German and English, and an app that gives you complete control over your payments.

How is Ostrom's electricity priced?

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We sell electricity at cost price which means that, unlike other electricity providers, we don’t earn any more when your consumption increases. We do things this way because we want to encourage our customers to reduce their energy, use while helping Germany transition to 100% green energy.

Does Ostrom also provide gas?

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At the moment we are only focused on electricity, but we are planning to add gas soon! Stay tuned.

Does Ostrom also provide electricity to businesses?

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Yes! We also serve businesses that use up to 100,000 kWh per year.

Switching Providers

I want to switch to Ostrom, but how does it work?

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Making the switch is super easy. All you need to do is sign up on our website with your address & kWh consumption, and our team will do the rest! We’ll contact your current provider and your network operator, and we’ll make sure your lights stay on the whole time.

How do I cancel my existing contract? Do I have to do that myself?

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You can sit back and relax because we'll deal with all the canceling and switching admin for you. In some situations, like if your old provider has raised their prices, you can also cancel your contract with a Sonderkündigungsrecht (Special Right of Termination). If you think you may be eligible, or want to know more, you speak to us using the live chat function!

What do I need to consider regarding the special cancellation right (Sonderkündigungsrecht)?

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If your electricity provider announces a price increase, you have Sonderkündigungsrecht (a special right of termination). This is applicable as soon as your supplier has announced the planned increase in writing, where they should also tell you how long you have the right to terminate. In most cases this is two weeks, but be sure to check. The exact conditions and deadlines can be found in the general terms and conditions of your contract. We're telling you this because if you have a special right of termination and would like to switch to Ostrom, unfortunately we can't do it for you as we would with a regular contract switch. You must terminate the contract yourself by sending your cancellation in writing to your supplier by email, fax (hah), or post. If you want to know more, feel free to talk to us in the live chat!

Will my power supply be interrupted while I'm switching to Ostrom?

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We will ensure your lights stay on throughout the switch! We plan the exact date of change with your ex-provider, and if for some reason this doesn't align, the Grundversorgung (basic supply) will always be there as a backup.

How long does it take to switch?

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Ostrom will start the switching process as soon as you sign up, but your formal start date will depend on your previous provider's minimum contract period. This could mean that your switch might not happen for a while, but don't worry! We'll sort everything else out now so you don't even have to think about it when the contract with your previous provider is finally up.

Where can I find my Zählernummer (meter number/meter ID)?

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Your Zählernummer (meter number/meter ID) can be found on your electricity bill, probably written at the top. Alternatively, you'll find the meter ID on your physical electricity meter. The meter is usually in your home by the front door, in the hallway, or in the basement. If you live in an apartment and can't find it, it's best to ask your Hausverwaltung (landlord or building manager) for details.

What is a Marktlokations-ID, and where can I find it?

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The Marktlokations-ID indicates the location of your meter within the German grid system. You'll find it on your most recent electricity bill.

What should I do if I move to a new house/apartment/flat?

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As Ostrom is available throughout Germany, we are happy to continue providing energy at your new address. There is a chance that the charge for using the electricity network at your new location might be slightly different. If you'd like to know more, you can write to us at hallo@ostrom.de or message us in the chat.

Contract & Billing

What's the Ostrom referral bonus?

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When you refer someone using your referral code, you (the referrer) and your friend (the referee) will receive 35€ each. This referral bonus will be sent to the IBANs associated with your Ostrom accounts as soon as the referee's first month with Ostrom begins.

What does Ostrom's tariff include, and why is there a flat monthly fee?

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Our tariff consists of the cost price per kWh, the compulsory grid fee that every electricity consumer in Germany must pay, and a flat service and administration fee. Traditional providers often add their service and administration fee as part of the unit price, which means the more you use, the more they make. However, we want our customers to use less energy, not more, so we’ve made this a flat monthly fee—just enough to pay our bills too.

How does Ostrom calculate my monthly tariff?

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We estimate your electricity consumption based on the size of your household, in combination with your address we calculate how much you'll be charged monthly. Any deviations will be balanced out at the end of the year, or at the end of your contract—whichever comes first. If you think you're paying too much or too little, you can adjust the amount you pay monthly using the Ostrom app. On top of this, there is a flat monthly fee and environmental levies that add up to 6€. For more detailed information about these charges, please refer to our terms and conditions.

How do Ostrom's prices compare to other energy providers in price comparison websites?

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We offer renewable electricity at cost, without any markup, so when you consider that we're already cheaper than most providers. While other providers may look cheaper on price comparison sites, that's usually just because of a Neukund*innenbonus (new client bonus). If you read the fine print, you'll probably find that the monthly price goes up after a certain period, by which time you are already locked in. But not with Ostrom!

Does Ostrom give any bonuses, like a Neukundenbonus, Wechselbonus, or Sofortbonus?

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Ostrom always provides electricity at cost price. We found that often our competitors who offer such bonuses often lock you into long contracts so they can hike up the price later to make up for it, and we don't want to do that to you! The only 'bonus' we offer is through our referral programme—sign up to Ostrom, share your referral code with your friends, and when they sign up you'll both get 35€!

Does Ostrom give a price guarantee on their electricity tariffs?

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The Ostrom tariff does not have a price guarantee because we offer electricity prices at cost without any markup. Therefore, we do not profit from additional energy consumption. With our flexible tariff, we are able to pass on price decreases as fast as possible as we don't lock you in at a higher price.

What payment options are accepted?

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We currently have two payment options—if you give us a SEPA direct debit mandate when you sign up, we can deduct the charge monthly from your account automatically. Alternatively, you can transfer the charge manually to our bank account each month. Ostrom aims to make green energy more accessible, so if you would like to use a different payment method (IBAN SEPA Mandate, Direct Debit, Credit Card, Paypal, Apple Pay, Klarna, etc.) please let us know in the chat!

When will the direct debit come out of my account?

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Because we offer flexible monthly contracts, you will always pay at the beginning of the following month (e.g. the charge for May is due the first banking day of June).

I have been billed but I don't see an invoice in the app. Where is my invoice?

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In Germany, you're billed monthly based on the amount you set when you signed up to your energy provider. After 12 months, or when you cancel, you will receive a PDF invoice detailing your actual consumption. At this time we'll also debit or credit you, depending on your consumption.

What does "Abschlag" mean? And what do I need to know about it?

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Your Abschlag is the amount you pay monthly, based on your forecasted electricity consumption. After 12 months, or when your contract is canceled, your forecasted consumption is compared with your actual consumption. If you've used less power than forecasted, then you'll receive a refund. However, if you've used more than predicted you will receive a bill for the outstanding amount. As an Ostrom customer, you can track your usage and adjust your monthly payments through the Ostrom app. Head to the App Store or Google Play to download it today!

How can I change my monthly payments?

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You can easily change the amount you pay and your payment method in the app, in the "Payment" section.

What is the minimum contract period?

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The minimum contract period is 11 days, which is the shortest possible length regulated by law. Unlike other providers, we offer a highly flexible monthly contract and will never charge you any early exit fees.

What happens once I've completed the sign up?

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Everything's all set on your end! We'll take over from here, including contacting your previous provider to cancel your contract with them. Once we've determined the earliest date we can cancel your contract, we'll begin the switch-over process.

How can I terminate my contract with Ostrom?

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While we'd be sad to see you go, we've aimed to also make this process as simple as possible. Simply inform us by emailing hallo@ostrom.de with your email, customer ID and order ID, or ask us in the chat!

Account

How can I change my personal details?

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Simply open the app, tap the settings icon top right, and edit your details there. Please note that it may take a couple of weeks for the changes to be processed.

How can I change my Ostrom password?

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You can change your password in the app by clicking "Forgot password?" on the login page.

Meter reading

What is a meter reading? And how do I get one?

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When you do a meter reading, you are finding out how much electricity you've used by calculating the difference between the last meter reading and the current one. For example, on January 1 your meter says 1234 kWh. On February 1 it says 1345 kWh. This means your consumption for the month of January was 111 kWh. To get a reading, all you need to do is locate your meter and read the numbers on the counter indicating the kilowatt-hours, and submit it to us via the app or email.

How do I submit my meter reading to Ostrom?

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The fastest way to do this is through the app. Open the app, go to the "Add Reading" section, input the numbers on your meter, and submit. It's that easy! Alternatively, you can send your meter reading via email to hallo@ostrom.de.

I have entered the wrong value, how can I correct my meter input?

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If you have made an error in your meter reading, just send a short e-mail to hallo@ostrom.de or better yet, talk to us in the chat and we'll correct it for you.

Where is my electricity meter located?

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The meter is usually in your home by the front door, in the hallway, or the basement. If you live in an apartment and can't find it, it's best to ask your landlord or your Hausverwaltung (building manager) for details.

Do I need a new electricity meter for my contract?

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Nope, just let us know the Zählernummer (meter number) of your current meter and we'll take care of the rest.

What do I have to do if my electricity meter is broken?

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Meters rarely break, but if you do suspect a defect please email us at hallo@ostrom.de.

Are smart meters supported?

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We currently do not support smart meters, but we hope to do so in the near future!

App

Where can I download the app?

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You can download the Ostrom app from the App Store for iOS devices or the Google Play Store for Android devices.

What are the benefits of using the Ostrom app?

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The Ostrom app brings transparency to your electricity consumption. Keep track of your meter readings, change your monthly payments accordingly, and access your yearly invoices all in one place. Download the app from the App Store for iOS devices or the Google Play Store for Android devices. We are always trying to improve the app so if you have any ideas or features in mind, don't hesitate to let us know!

Where can I find my user credentials?

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You can simply log in with your e-mail address and your password within the App. There you will find your personal information.

Green electricity

As an Ostrom customer, how am I helping with the green energy transition in Germany?

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As of 2021, Germany's electricity mix is still only around 50% renewable, and because of this the electricity that comes out of your wall sockets is labeled “grey”. This means that you will always receive a mixture of fossil fuel and green electricity from the grid—but this is exactly why switching to Ostrom makes a big impact. By doing so, you’re ensuring that the exact amount of energy you use is being fed back into the grid from renewable sources, and the money you pay for that energy goes towards building more renewable energy plants, rather than being invested in more fossil fuels.

Privacy

How does Ostrom handle my data?

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Keeping your data safe is very important to us. All information regarding data privacy can be found at https://www.ostrom.de/privacy-policy.

Who is the EDPS?

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All current information can be found under https://ostrom.de/en/privacy-policy/.

How can I delete my data?

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Please send a short e-mail to hallo@ostrom.de and we will get in touch with you.

Green Energy Made Easy

It only takes 5 minutes to switch and save with Ostrom!

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