Terms & Conditions of Use

Use of the Website

The present terms of use constitute the terms and conditions of use of this website www.dei.gr (hereinafter the "Website"), which is offered for use to the interested parties (hereinafter the "Users") by the Public Power Corporation of Greece, hereinafter referred to as "PPC", which has its registered office at 30 Chalkokondyli Street, Athens, GR 10432, with TIN no 090000045 and G.E.MI No. 786301000, for the promotion of its products and services and the presentation of its business activities.

Access and use of the Website are subject to these terms of use (hereinafter the "Terms of Use"). Access and use of the Website alone constitutes full and unconditional acceptance of the Terms of Use. It is thus presumed that the User has carefully read, understood and accepted the Terms of Use, as well as the compliance with the applicable Greek and European legislation.

If you do not agree and accept the following terms and conditions, please do not proceed with the use of the Website.

Those who have full legal capacity have the right to use the Website. The use of the Website by minors is only permitted with the express consent of the adults having custody of them and are solely responsible for the protection of minors. Minors are prohibited from using the individual pages and services of the Website which, according to the law, are addressed exclusively to adults. The Company shall not be liable for any use by users/visitors who do not meet the above-mentioned qualities.

Intellectual and Industrial Property Rights

The Website and its Content constitute intellectual and industrial property of PPC and are governed by the applicable national, EU and international provisions on Intellectual and Industrial Property, and are made available to its users strictly for personal (non-commercial or profit-making) use.

Specifically, all content, photos, images, texts, informative articles, informative messages, newsletters, graphics, drawings, as well as services provided belong exclusively to PPC. Any form of copying, modification, interference, transfer, distribution, resale, leasing, republication, reproduction, retransmission in electronic or mechanical form, storage, printing, creation of derivative works, downloading by anyone or misleading the public about the real owner of the Website Content is expressly prohibited.

The trademarks, logos, distinguishing features appearing on the Website and the depictions of persons or places or things that are part of its Content are the property of the Company or third parties. Their use is strictly prohibited without obtaining prior written permission from PPC, unless otherwise provided for in the applicable terms of use.

The content of the website does not constitute and in no case should be construed as a grant of express or implied license or right to use any trademark appearing on the website without the written permission of the Company or any third party that may own the trademarks appearing on the website.

Hyperlinks to the Site

PPC encourages users to create hyperlinks to its Website without the users being obliged to ask PPC's permission to create such links. However, loading PPC pages in iframes of other websites is not allowed. Any PPC web page to which a hyperlink to another website is mentioned must load in its own window.

Hyperlinks to third-party websites

PPC bears no responsibility for the content and reliability of the websites of third parties to which there are hyperlinks through this Website, nor does it necessarily identify with the views expressed on these websites. The third parties - operators of the websites responsible under the law - are solely responsible for the content of their websites and for any damage that may be caused by their use, when the user/visitor of the PPC website accesses them. The user/visitor accepts that by visiting third party websites, he/she leaves the PPC website and is subject to their terms of use. Furthermore, PPC does not guarantee that hyperlinks to third-party websites will be available at any time, nor can PPC control the updating of their content.

Responsibility - Obligations of the Visitor-User of the Website

Users/visitors accept and agree that they will make lawful and appropriate use of the Website. The visitor/user is obliged to refrain from any illegal, contrary to business ethics, unfair and abusive use of the content and services of the Website and not to perform any acts or omissions that may cause damage or malfunction to the Website or to third parties or affect or endanger the provision of the Company's services.

The user/visitor bears exclusive responsibility for the use of the Website, as well as the responsibility for any damage caused to him/her or to any third party due to the aforementioned use, as well as to fully indemnify PPC against any claim raised by any third party as a result of the use of the Website.

Limitation of liability of PPC - Disclaimer

All the information posted on the PPC Website is republished after consultation with the competent Departments of the Company. PPC takes all appropriate measures to ensure the accuracy, integrity and completeness of the information published. However, PPC bears no responsibility for any spelling or other errors in the republication of such information and provides no warranty, express or implied, as to the suitability of the content and information in case of any use or application or purpose thereof by third parties. The contents of the portal are provided "as is" without any warranty and without the possibility of changes or interventions by the visitors/users. PPC does not guarantee that the pages of its Website, their contents and its services will operate and be provided uninterruptedly and without errors, that any errors or omissions will be corrected or that answers will be given to all relevant questions posed to it. Visitors/users must evaluate the information and content of the Website and accept responsibility for the potential risk involved in any decision to rely on such content.

PPC makes every possible effort to control and protect from viruses the material uploaded to its Website and the servers that host it. However, PPC does not accept and bears no responsibility for any loss, alteration or destruction of data or software or hardware of the user that may occur during or after the use of this Website, while the possible cost of any corrections, replacements or repairs is borne solely by the visitor/user. In any case, it is recommended that users - every time they connect to the Internet - use anti-virus and anti-malware software.

Personal Data

PPC respects privacy and ensures the protection of the confidentiality of the Users' personal data. For the protection of Personal Data, the Privacy Policy, as set out at www.dei.gr/en/personal-data/, applies.

Please read these documents carefully to understand our approach and practices regarding your personal data and how we will handle it.

[PPC S.A.] Virtual Assistant Usage Policy

Version1.1

1. Introduction

The Company under the trade name PUBLIC POWER CORPORATION SOCIETE ANONYME (distinctive title PPC) having its registered seat in Athens, at 30 Chalkokondyli st., GR-104 32, Tel: 800-900-1000), (hereinafter referred to as the “Company”), hereby informs you about the Virtual Assistant Usage Policy.

1.1. The present Virtual Assistant Usage Policy (hereinafter referred to as the “Policy”) ensures that Virtual Assistants are used in a safe, responsible, and confidential manner. It describes the best practices for using Artificial Intelligence (AI) tools, particularly when handling sensitive data and confidential information of the company and the recipients of the services provided.

1.2. The new Virtual Assistant is used to facilitate faster and more efficient customer service. Artificial Intelligence (AI) is the ability of a system to replicate human cognitive functions, such as learning, planning and creativity. 

1.3. PPC S.A. acknowledges that the use of AI tools may involve risks to the operations of our customers and to our users. Therefore, we are committed to protecting the privacy, integrity and availability of all corporate and customer data. The present Policy requires all users to make use of AI tools in line with our best security practices.

Useful definitions:

GDPR: Regulation 2016/679 of the European Parliament and of the Council dated April 27, 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data, and repealing Directive 95/46/EC (General Data Protection Regulation).

HEDNO: the competent Hellenic Electricity Distribution Network Operator.

Active Supply: a residential, business, or shared supply of a specific Customer, represented by the Company in the Hellenic electricity distribution network.

Customer: A Chatbot user who has entered into an electricity supply contract or a legally established electricity supply relationship (supply under the Default Supplier regime) with the Company for a specific Active Supply.

Customer of Social Residential Tariff (SRT): Any Customer who is billed according to the latest updates from HEDNO in conformity with the provisions concerning the Social Residential Tariff.

HELVIA: The private company under the trade name “HELVIA TECHNOLOGIES IKE”’ and distinctive title “HELVIA”, having its registered seat in Athens, at 2 Evrystheos st., GR-118 54, with TIN 801045670, Centre for Tax Procedures and Services of Attica Prefecture (Attica KEFODE), acting as Data Processor in accordance with the GDPR.

2. HELVIA TECHNOLOGIES ΙΚΕ Ψηφιακοί Βοηθοί

2.1. The Virtual Assistant is a conversational application under a licensed usage agreement provided by PPC S.A. in collaboration with HELVIA TECHNOLOGIES IKE. It leverages Artificial Intelligence technologies to facilitate communication with users by understanding their queries, retrieving relevant information, and providing clear and comprehensible answers. The Virtual Assistant has been developed by HELVIA TECHNOLOGIES IKE (as defined above) and this, along with any derivative work thereof, will remain the property of HELVIA TECHNOLOGIES ΙΚΕ or its licensors.

2.2. The answers provided by the Virtual Assistant are for informational purposes only.

2.3. The Virtual Assistant does not provide legal, financial or other management advice. The answers provided should not be used for decision-making processes or for automated decision support.

2.4. The answers of the Virtual Assistant may vary while there may be delays when processing questions and providing answers.

Reminder: When using the Virtual Assistant, you are not interacting with a human being. In case of an emergency or urgent assistance, please contact the competent Authorities.

3. How it works

3.1. The Virtual Assistant is based on Natural Language Processing (NLP) technologies to enable optimal communication between human beings and computers. In simple terms, it has been trained on a knowledge base, processes the questions you submit in everyday language, identifies relevant information and provides user-friendly answers—almost as if you were interacting with a human being.

3.2. Information on key issues for which Virtual Assistant may be useful to you:

*add-on services
*state subsidy
*energy-saving solutions
*service request forms
*frequently asked questions about electricity, natural gas and PPC Fiber
*reward programs
*communication channels
*methods of bill payment
*applications myDEI, myDigital Bill, etc.
*online bill payment
*locating PPC stores and online booking appointments in sales stores.

3.3. Customized Services Provided: To use the Virtual Assistant’s customized services, the existing or potential Customer must be identified by entering certain personal details, including but not limited to, the supply number for which they intend to use the Service, tax identification number (TIN), full name, and phone number (landline or mobile) registered in the Company’s system as a contact number.

3.4. The Virtual Assistant has been developed using technologies from third-party providers, including but not limited to, Microsoft Azure and OpenAI. It has been properly trained on publicly available data, either from our corporate customers or through public databases and other resources. Continuous training improves its functionality. 

3.5. Every effort is made to ensure that the Virtual Assistant provides accurate and up-to-date information. However, since it is based on algorithmic models, it cannot guarantee the absolute accuracy, completeness, or adequacy of the answers it provides. PPC bears no responsibility for any errors, omissions, or inaccuracies in the information provided by the Virtual Assistant, nor for the manner in which such information is used.

3.6. The Virtual Assistant is continuously being improved through internal evaluation processes based on user comments and feedback. Your contribution to this process is invaluable, as every input helps improve its capabilities.

3.7. The use of Virtual Assistant is optional. In any case, you can browse the PPC S.A. website (http://www.dei.gr) and make use of its services without using the Virtual Assistant.

3.8. If the user decides to terminate the use of the Virtual Assistant, the latter provides the user with the option to evaluate the conversation or skip evaluation. The evaluation is rated on a scale from 1 to 5 stars. If the user’s rating is low, the user has the option to select or enter in a text field the reason for their dissatisfaction.

4. Usage Limitations

4.1.  For security reasons and in order to prevent misuse of the Virtual Assistant, it is recommended that messages do not exceed 500 characters for optimal performance.

4.1. In any case, users are prohibited from submitting to the Virtual Assistant a content that is offensive, threatening, defamatory, harmful to minors, derogatory, or infringes intellectual property rights. This includes content that promotes hate speech, malware, and, more generally, any illegal content whose distribution constitutes an offence under the Penal Code or any other special criminal law.

5. Limitations of Liability

5.1. By using the Virtual Assistant provided by PPC S.A., users acknowledge and accept that the use of AI technology involves inherent risks, including inaccuracies, biases, and unpredictable outcomes. Users understand and accept these risks and agree to use AI tools at their sole discretion. The Company shall not be liable under any circumstances for any legal claims or for any direct or indirect damage or expenses which may arise from the operation or non-operation, access, use, or navigation within the Virtual Assistant, or from the download of materials, texts, and other data included therein, including but not limited to any damages caused by viruses, bugs, human error, any hardware, software, program malfunction, or any other error, omission, or delay in transmission from the computer or network connection. The Company will take all necessary measures to ensure the proper functioning of the Virtual Assistant, without, however, guaranteeing that its operation will be uninterrupted, error-free, or free of other technical problems.

5.2. Under no circumstances shall PPC S.A. be liable for any direct, indirect, incidental, special, or consequential damage arising from the use of the Virtual Assistant, subject to the applicable law.

5.3. Users are obliged to comply with the present Policy when using the Virtual Assistant. Any misuse or violation may give rise to civil and criminal liability. 

If you have any questions or require further clarification, you can contact us at customercare@dei.gr by typing “Virtual Assistant” in the subject line of your message, and we will be pleased to address any query or concern you may have.

Applicable law

The Terms of Use, as well as any modification thereof, are governed by Greek law, the law of the European Union and the relevant international treaties. Any provision of the above terms that is contrary to the law, shall automatically cease to apply, without in any case affecting the validity of the other terms.

Any dispute concerning or arising from the application of these terms and conditions and the general use of the website, if not resolved amicably, is subject to the jurisdiction of the courts of Athens.

Modification of Content and Services

After having obtained any required approvals, PPC reserves the right to modify the content of the Website and the provided Services at any time without prior notice, but undertakes the obligation to update the present document regarding the respective addition or modification.

For this reason, please read the Terms of Use carefully before browsing our website.

Suggestions - Comments

The PPC Website was developed based on  the main design principles of usability, transparency in the presentation of information and serving the users.

To that effect, users are welcome and encouraged to send comments and suggestions that contribute to the improvement of the content of the Website and the upgrading of the services provided.

If you have any suggestions or comments on how we could improve our website, please feel free to contact us at info@dei.gr.