How can we help you?
Do you have any questions about your energy consumption or invoice or would you like to notify a move? We are happy to assist you and advise you comprehensively on all matters relating to electricity, heating, e-mobility and all other services.
Customer service
Phone: +41 (0) 61 415 41 50
Opening hours: Mon-Fri from 7:30 a.m. to 5:30 p.m.
Email: service@primeo-energie.ch
Reception
Phone: +41 (0) 61 415 41 41
Opening hours: Mon.-Thurs. from 8 a.m. to 6 p.m., Fri. to 4 p.m.
Email: info@primeo-energie.ch
Invoice and payment
We offer you a variety of flexible options for receiving or paying your electricity bill. You can choose between eBill or direct debit, email or post. The "my.primeo-energie.ch" customer portal lets you adjust your preferred delivery method or payment method at any time.
Please note that from 1 January 2023, consumption points with an annual power usage of more than 18,000 kWh will be billed monthly, or monthly instalments will be introduced.
Invoices for annual consumption of above 18,000 kWh (1,500 kWh per month) will be switched to monthly billing. On the one hand, this meets customers' need for shorter payment options in cases with larger amounts (approx. CHF 450/month). On the other hand, Primeo Energie reduces the risk of possible payment defaults with larger amounts.
No. Primeo Energie determines the cycle. This helps us to plan ahead.
Yes. From the start of grid utilisation or from the start of supply (see section 9.2), customers are regularly billed for the purchase or remunerated for the feed-in. Primeo Energie collects the necessary data at the required billing frequency as part of the contractually agreed services. Primeo Energie defines the billing cycle. If the meter reading period covers several months, Primeo Energie can invoice in instalments based on grid usage or energy consumption estimates. (GTC 18.2.)
It can happen that you forget to pay an invoice. If you do not pay an invoice within 30 days, we will first send you a payment reminder. If you also fail to pay this within the specified period, you will receive a reminder. The reminder fee is CHF 18.50 (excl. VAT).
To avoid missing any invoices in future, we recommend that you switch to eBill. With eBill, you can receive, check and pay your bills directly in your financial institution's e-banking system.
If you are unable to pay your bill for financial reasons, we offer you various options. In the Primeo Energie customer portal «myPrimeo», you can request an instalment agreement or an extension of the payment deadline. To avoid reminder fees, please log into the portal in good time and click on the «Invoices» menu item. In the «Invoice overview» you will find a list of all your invoices and can request an instalment agreement or an extension of the deadline for those that you cannot pay immediately.
Yes, in principle this is possible. Bills over CHF 100 can be paid in two or three instalments. To do this, please log in to the Primeo Energie customer portal «myPrimeo» and select the menu item «Bills». All your invoices are listed in the «nvoice overview». You can create an instalment plan by clicking on the relevant invoice.
However, there are certain cases in which an instalment plan is not possible:
- You have already received two reminders for this invoice. In this case, please contact Customer Service on 061 415 41 50.
- In the last 365 days, you have already requested an instalment agreement twice for other invoices, but have not paid them on time.
- You have already requested an extension for this invoice.
Yes, it is generally possible to extend the deadline for your invoice. You can extend the payment deadline for invoices over CHF 50. The new deadline can be extended up to the last calendar day of the following month. Example: If the due date is 14 January 2024, the due date can be extended to a maximum of 29 February 2024.
To do this, please log in to the Primeo Energie customer portal «myPrimeo» and select the menu item «Invoices». All your invoices are listed in the «Invoice overview». You can request an extension by clicking on the relevant invoice. If you do not yet have a myPrimeo account, you can find instructions on how to register here.
In these cases, it is not possible to extend the deadline:
- You have already received two reminders for this invoice. In this case, please contact Customer Service on 061 415 41 50.
- In the last 365 days, you have already applied twice for an extension for other invoices but have not paid them on time.
- You have already requested an instalment agreement for this invoice.
Delivery type
You can help protect the environment by choosing to receive our bills by email instead of in paper form.
An email invoice is a type of electronic invoice. In this case, the invoice is sent to the recipient by email as a PDF/A file. The email invoice must contain the same mandatory information as a traditional paper invoice. In addition, the same legal provisions apply as for paper invoices. You can find the registration form in the myPrimeo customer portal.
Payment options
eBill
With an eBill, you can receive, check and pay your bills directly in your e-banking system. This is not only convenient and time-saving, but also protects the environment. You need an e-banking agreement with a financial institution that supports eBill. You can find the list of financial institutions and further information directly at eBill.
Log in to your e-banking account and follow the eBill instructions.
Once you have activated eBill in your online banking system, you can select "Primeo Netz AG" from the invoicing party and follow the next steps in online banking. You should now automatically receive all Primeo Energie bills directly in your online banking system.
Direct debit
Your invoice is settled automatically by direct debit. The amount is debited directly from your bank or post office account on the due date without you having to manually approve a payment. You may exercise your right to object within 30 days.
To switch to payment by direct debit or Swiss Direct Debit, you must register with your bank. Complete the registration form with your details and then return it to your bank by post. You can find the registration form in the myPrimeo customer portal.
QR payment slip
Under the new payment processing system in Switzerland, the conventional red and orange payment slips were discontinued on 30 September 2022. You can use the QR payment slip in the same way as the previous one. The QR payment slip works via e-banking or at the post office counter.
Relocation
Do you want to notify us about a mover? To ensure the fastest possible processing, notify your move via the myPrimeo customer portal. Don’t want to log in? Then use the Relocation form.
