Performance standard in electricity distribution
The performance standard includes various obligations established by the National Energy Regulatory Authority (ANRE) regarding the services provided by us and other electricity distributors in the country. The obligations outlined in the performance standard apply to all categories of customers – residential consumers, producers, prosumers, and real estate developers. Consult the summary of the performance standard.
Performance standard – electricity supply to consumers
When your home or business is affected by a power outage, we intervene as quickly as possible to restore supply within the number of hours specified in the performance standard. If we fail to resolve the issue within the required timeframe, you may be eligible to receive compensation from us. Find more details here about the duration and number of outages per year that qualify for compensation.
In the event of power outages, we prioritize vulnerable customers whose lives depend on electricity, such as individuals relying on oxygen machines. If you are in such a situation or live with a vulnerable person, please contact us as soon as possible.
How can you register as a vulnerable consumer?
To register in our records as a vulnerable consumer, the holder of the electricity supply or distribution contract at your address must send us, via the supplier, the following documents:
- a request including your name, address, POD code for the location, and a phone number where we can contact you. If communication needs to be handled by another person, please provide their name and phone number as well;
- a medical certificate from a specialist doctor, validated by a general practitioner, confirming that you are a vulnerable consumer;
- a copy of your identity card;
- a copy of the identity card of the contract owner (if applicable).
Once registered in our database of vulnerable consumers, we will contact you and provide a special phone number for emergency situations. Every time you contact us from that number, your call will be given priority. Therefore, it is important that you call from the registered number and notify us if the number changes.
Performance standard – technical quality of electricity
The quality of electricity distribution services is very important to us, as we want all our customers to have access to electricity at appropriate standards. By “appropriate standards,” we mean, among other things, the absence of power outages and voltage fluctuations.
If you notice voltage variations at home or at work, report them through your online account or using the form available on the Contact page. We will conduct specific measurements, analyze the situation, and provide a response within a maximum of 20 calendar days from the date of your request.
Performance standard – commercial quality of electricity
Your requests are essential to us—whether you contact us about connecting a new home, checking the functionality of a smart meter, or replacing a faulty smart meter.
Whether you reach out to us directly through your online account or indirectly via your electricity supplier, we will respond within 15 or 30 calendar days, as required by applicable legal provisions, to all inquiries regarding the connection process and the installation, replacement, or reprogramming of meters.
Performance standard – compensation
If we fail to fulfill certain activities related to electricity distribution, we are legally required to provide you with compensation in accordance with the law.
Performance standard – reimbursements
There are situations where voltage surges in the electricity distribution network may damage household appliances or other electronic devices. In such cases, you can request reimbursement through your electricity supplier. Find more details here.