Denmark Orders Velkommen A/S and Nettopower ApS Immediate Consumer Refunds
Summary
Forsyningstilsynet has ordered electricity suppliers Velkommen A/S and Nettopower ApS to immediately repay all outstanding consumer credits. Supervisory inspection found 3,192 delayed payments out of 3,470 cases examined at Velkommen A/S and 2,969 delayed payments out of 3,003 cases examined at Nettopower ApS. The regulator stated it will conduct follow-up supervision and may impose enhanced penalties, including more effective fines under the political agreement of 8 May 2025 on consumer protection in the retail electricity market.
“Det er tale om en meget stor mængde af forseelser på et område, hvor reglerne ellers er rimelig enkle.”
Electricity suppliers operating in Denmark should audit their credit-repayment workflows against the simultaneous-settlement standard. The near-total violation rates found at both firms (92% and 99%) indicate the regulator is actively scrutinising this specific compliance gap, and follow-up enforcement with enhanced penalties is expressly signalled.
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What changed
Forsyningstilsynet issued binding enforcement orders requiring Velkommen A/S and Nettopower ApS to immediately repay all outstanding customer credits. The supervisory investigation found near-total non-compliance: 92% of examined cases at Velkommen A/S and 99% at Nettopower ApS involved delayed payments, violating the rule that credits must be repaid simultaneously with final settlement upon customer departure. The regulator's director cited a large number of violations in an area where rules are otherwise straightforward. The two companies' internal procedures failed to ensure timely repayment, undermining consumer confidence in the competitive retail electricity market.
Affected electricity suppliers operating in Denmark should review their credit-repayment procedures to ensure compliance with the simultaneous settlement requirement. The authority has announced follow-up supervision and will apply enhanced sanctions, including more effective fines introduced under the May 2025 political agreement on consumer protection in the retail electricity market, for non-compliant operators.
What to do next
- Velkommen A/S and Nettopower ApS must immediately repay all outstanding consumer credits to their former electricity customers
Archived snapshot
Apr 23, 2026GovPing captured this document from the original source. If the source has since changed or been removed, this is the text as it existed at that time.
Velkommen A/S og Nettopower ApS skal straks tilbagebetale alle tilgodehavender
14-04-2026 Nyhed El Forsyningstilsynet har i dag påbudt de to elleverandører Velkommen A/S og Nettopower ApS straks at tilbagebetale alle udestående tilgodehavender til tidligere elkunder. Påbuddene er udstedt på baggrund af et tilsyn, som har konstateret et stort antal forsinkede eller manglende udbetalinger.
Forsyningstilsynet har på baggrund af en række henvendelser fra forbrugere om manglende tilbagebetalinger gennemført et målrettet tilsyn hos de to elleverandører Velkommen A/S og Nettopower ApS. Tilsynet viste bl.a., at der er sket forsinket udbetaling af tilgodehavender i de undersøgte tilfælde i mindst 3.192 ud af 3.470 hos Velkommen A/S og mindst 2.969 ud af 3.003 hos Nettopower ApS.
”Det er tale om en meget stor mængde af forseelser på et område, hvor reglerne ellers er rimelig enkle. Det er derfor, at vi nu skrider ind med et forholdsvis skarpt påbud om, at de to virksomheder sikrer, at alle deres tidligere kunder omgående får udbetalt deres retmæssige tilgodehavender,” siger Forsyningstilsynets direktør, Carsten Smidt.
Tillid afgørende for det frie leverandørvalg
Forsyningstilsynets tilsyn viste udover forsinkelserne, at der var forholdsvis mange kunder hos de to virksomheder, som fortsat manglede at få udbetalt deres tilgodehavender. De to virksomheders procedurer for udbetaling af kundetilgodehavender havde samtidig ikke sikret, at deres kunder får udbetalt deres tilgodehavender samtidig med slutafregning.
”Det er en afgørende forudsætning for funktionaliteten af markedet for det frie valg af elleverandør, at forbrugerne kan have tillid til, at de får udbetalt deres tilgodehavender til tiden. Det har ikke været tilfældet her,” siger Carsten Smidt.
Opfølgende tilsyn
Forsyningstilsynet lægger i afgørelserne bag de to påbud op til et opfølgende tilsyn med, om de to elleverandører efterlever reglerne. Hvis det viser sig ikke at være tilfældet, vil Forsyningstilsynet kunne iværksætte skærpede sanktioner, som er indført på grundlag af den politiske ”Aftale om forbrugerbeskyttelse på detailmarkedet for el - Et mere troværdigt og gennemsigtigt elmarked” fra 8. maj 2025. De indebærer bl.a. mere effektive bøder.
Læs mere om forbrugernes rettigheder på området for slutafregninger og tilbagebetaling af acontobeløb her.
Find tilsynets afgørelser her
Pressekontakt Jacob Klok, tlf.: 4171 5360, mail: jakl@forsyningstilsynet.dk
Øvrige henvendelser, tlf. 4171 5400
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