The number of the heat supply agreement concluded between the Consumer and Veolia Energy Tashkent LLC serves as the Consumer's personal account number. You can also find out your personal account number by contacting your district office.

All up-to-date information about your personal account status, heating and hot water charges, as well as payments made, is available in the Consumer's Personal Account. You can register at https://cabinet.veoliaenergy.uz/login-physical. The login and password for accessing the Personal Account are indicated in the heat supply agreement. You can also obtain your login and password by sending your personal account number to the official Telegram bot @Veolia_Energy_Tashkent1. Requests are processed from 09:00 to 18:00 on business days.

Late payment results in a debt and a penalty of 0.1% for each day of delay, but no more than 50% of the overdue amount. If payment is not made for more than 3 months, the service will be disconnected. To restore hot water supply, the debt and penalties must be paid, along with the costs of disconnection and reconnection. If the debt is collected through legal proceedings, the total amount owed will increase significantly due to court and enforcement costs. These costs are not received by the Supplier but must be paid by the debtor in accordance with the legislation of the Republic of Uzbekistan.

Possible reasons for higher charges:

1. Higher consumption according to the individual hot water meter readings compared to the previous period.
2. Meter readings were not submitted on time, and the charge was calculated based on average monthly consumption, which may exceed actual consumption.
3. The tariff for services has increased.
4. An adjustment was made to charges for previous periods for the following reasons:

4.1. The heated area increased as a result of an inventory check.
4.2. An additional charge for hot water was applied when billing per number of occupants, due to updated information about the number of registered (residing) persons for previous periods based on cadastral data and Form No. 17.

The main reasons why charges may be calculated based on the average, even if the consumer has a hot water meter installed:

• Meter readings were not submitted.
• Readings were submitted after charges had already been calculated (after the 25th of the month).
• Readings did not pass verification. For example, the submitted readings were lower than the previous month's readings.

How it works: in the absence of meter data, charges are calculated based on average monthly consumption. Once actual readings are received, an adjustment is made in the following month.
Recommendation: submit meter readings between the 23rd and 25th of each month.
Please note that since December 2024, a smart meter installation program has been gradually rolled out across Tashkent. These meters automatically transmit readings without any action required from consumers. Installation of such meters is carried out free of charge, at the company's expense. Currently, some readings are already being transmitted automatically. A full transition to automatic meter reading requires additional time, as it involves the phased modernization of infrastructure and installation of additional equipment.
Once all work is completed, the meter reading process will be fully automated, completely replacing average-based billing.

Possible reasons:

• Readings were not accepted and charges were calculated based on average monthly consumption;
• The charge includes adjustments for previous periods when there was no meter and billing was based on the number of occupants;
• There are charges for the heating service.

Most often, this may be due to the following reasons:

• The payment was sent to the wrong personal account (error in entering the account number);
• An adjustment was made to charges for previous periods (additional charge).