General information about compensation
How compensation is granted
If applicable, you will receive compensation automatically, without needing to submit a request. Compensation can be provided either through your electricity supplier (if your distribution contract was signed through them) or directly from us (if you have a direct distribution contract with us).
If your electricity distribution contract is signed through your supplier, here’s how you will receive the compensation:
- we, the electricity distributor, inform your supplier about the compensation within a maximum of 15 calendar days from the moment we determine that you are eligible to receive a monetary amount;
- once informed, your supplier has 30 calendar days to pay you the compensation.
If you have a direct distribution contract with us, we will notify you about the compensation. The funds will be transferred into your account within a maximum of 30 calendar days.
Compensation for power outages
If we fail to restore electricity to your home or business within a certain number of hours after a power outage occurs, according to the National Energy Regulatory Authority (ANRE), you may be eligible for compensation from us.
Additionally, if there are too many power outages within a year, you may also receive compensation. More details about compensation for power outages can be found here.
Compensation for connection to the power grid delays
Connecting to the power grid is one of the most important services we provide to consumers, alongside electricity distribution and the measurement of energy consumption and production.
The connection process involves several clear steps, many of which are our responsibility. For each step that we manage, we are legally required to meet specific deadlines. If we fail to meet these deadlines, you are entitled to receive compensation from us. Learn more about the compensation for connection delays here.
Compensation for delayed responses to your requests
Whether you submit a request regarding connection to the grid or want to access consumption data recorded by your meter, we aim to respond as quickly as possible.
If we fail to respond within the maximum number of calendar days stipulated by law, we will provide you with compensation. Read more here.
Compensation for delayed reconnection, meter installation, replacement, or reading
If, due to objective reasons, we delay the reconnection or installation of a new meter, we are legally required to provide you with compensation. You may also receive compensation if we delay reading your meter or replacing an old one.
For more details, click here.