Welcome to Dortmund

Please check the due date of the amount owed. Payment deadlines can be found in your current supply contract, your annual bill or your advance payment plan.

You will find the new advance payment plan in your annual bill. Please check whether you have amended the standing order.

Please call us. We will find a solution together.

Please check whether you have stated the correct contract account number in the “Purpose” section, and transfer the amount again.

Please consider terminating your old contracts, and let us know your arrears address.

In this case, the debt is no longer our responsibility - to settle the debt, you must contact the collection agency that has written to you. You may incur further costs as a result of the collection agency's activities.

Bank transfers: Please send us a valid bank transfer receipt or an account statement by e-mail or fax +49231.5443040. 
Cash payments: Please call us after you have made the payment so that we can check that it has been received.

Pay the amount owed up to one day before the blocking date, and inform us of the payment by no later than 1pm.
Under Section 2(3)(6)(1) of the German Basic Supply Ordinance (GVV), you also have the opportunity to submit an
 aversion agreement. Here is a link to the form.

Call us: +49231.5443044 (Monday to Friday, 8am to 6pm). We will sort out the further conditions for release with you.

The block will not be lifted until the total debt including costs has been paid in full. We will then no longer be able to offer you payment by instalments.

Consumer prices for electricity and natural gas have also increased significantly in response to dramatic increases in wholesale prices. DEW21 is no longer able to absorb the increase in prices entirely meaning that we are forced to pass on part of the increase in costs to our customers.

There are various reasons for these price increases, the primary one at present being the Russian war of aggression on Ukraine and the impact this has had on gas supplies in Germany.

We will notify you by letter as to whether you are affected by a price adjustment and what effect this will have on your contract in good time (at least six weeks in advance).

Yes, if you are affected by a price increase, we will automatically adjust your monthly payments for you. You will receive a separate letter from us (approx. two weeks after receiving the price adjustment letter) informing you of the new payment plan. In addition, each customer can also adjust their monthly payments independently in the "My Account" section of the website. Please note, that there may be overlaps if you adjust your monthly payments on your own before receiving your new payment plan.

If you recently concluded a 12 or 24 month contract, the reduced price guarantee will apply for the duration. This means that DEW21 will not change the price, however, it will pass on any changes to taxes and charges.

Generally speaking, we shall notify you in writing of every price adjustment.

Important notice: If you do not purchase your electricity or gas directly from DEW21 but your landlord does, please ask your landlord for information about any possible price adjustments.

Prices for electricity and gas contracts are currently subject to extreme fluctuations. We therefore recommend that you check our website for any offers. Having logged into “My Account”, you will be able to find the current offers for switching your contract there.

Login – DEW21 (available in German only)

Please note that the market is changing so rapidly, it is currently possible that you will be temporarily unable to switch to another tariff.

In this case, we cannot give you a one-size-fits-all answer, as prices have changed in different ways for different contracts. As an example, this highly simplified illustration shows the point in your letter where you can see the increase.

*Highly simplified illustration.

In the case of an energy contract (electricity/gas), the monthly payment is referred to as the advance payment. The energy provider is paid monthly for supplying electricity and/or gas with an advance payment. This is a fixed amount that is usually paid monthly. The amount of the advance payment is calculated from the anticipated annual consumption using the tariff chosen. If the tariff on which the electricity and/or gas contract is based rises, the monthly amount must be adjusted at the same time. Otherwise, a substantial additional amount must be paid at the next annual statement.

*Highly simplified illustration/ideal process, arrangements involving 11 advance payments are also possible.

A reduction in VAT is currently being discussed and promised by the government in Germany. However, this reduction is not yet finalised. As soon as this happens, we will pass on the full reduction in VAT to our customers in line with the effective date.

Given the rapidly changing situation, experts recommend reducing the amount of energy you consume, as every kilowatt hour saved, is a good kilowatt hour. We regularly offer energy saving tips on our social media channels, but they are available in German only.

Current prices on the energy market are high. Many consumers are uncertain whether it is worth switching at present. It is questionable whether energy prices will fall in the near future. Prices for electricity and gas may definitely settle at their current level and therefore remain high. Due to this state of emergency on international energy markets, it is becoming more and more difficult to find an electricity and gas provider. Many offers are no longer available at all at present. However, popular tariff comparison sites are advising everybody not to switch. New customers’ contracts are often more expensive.