Communication
Communication with customers

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Connection to the grid

> To obtain electricity, you need to connect to the EDP Distribuição power distribution grid. With this in mind, you must choose the correct voltage level for the most appropriate connection and ask for a quote for its implementation;

> The power to be requested (Low Voltage, Medical Voltage or High Voltage) should take into account the provisions of the applicable legislation and it is therefore recommended that an appropriately qualified technician be consulted;

 

> The drafting of quotes for Low Voltage branch lines should be carried out within 15 working days;

> Once the budget has been accepted, an agreement shall be signed between the consumer and the grid operator which shall cease when connection to the grid takes place and after payment of the related charges.

Activation of supply

> The activation period for supply, in light of the Low Voltage connection requirements, is two working days, excluding any connections from installations.

> The time limit referred to in the previous point shall not be taken into account when the customer desires another date.

Arranged visit

> The arranged visit takes place whenever the customer's connection to the electricity grid is involved. It may be brought about by the commencement of an agreement with EDP Comercial, a power failure at your consumption site, a meter reading, technical assistance to your meter or technical changes to your agreement;

> The arranged visits have a two-and-a-half-hour appointment interval and non-compliance with this time interval for the start of the visit gives the customer the right to remuneration;

> Last resort suppliers, suppliers and customers may request the cancellation or rescheduling of arranged visits provided that no later than 5 p.m. on the preceding business day.

Technical assistance

> Upon communication of the need for technical assistance (e.g. due to a fault in the meter) the visit will take place within 4 hours (3 hours for priority customers). If the communication takes place between 12 midnight and 8 a.m., this period shall begin at 8 a.m.;

Frequency of reading metering equipment

> The number of readings on all Normal Low Voltage (NLV) metering equipment, regardless of their accessibility, shall be less than or equal to 96 days from the previous reading;

> The readings made either directly by the distribution grid operator or the readings communicated to the distribution grid operator by customers shall be recorded.

Restoration after interruption for which customer is liable

> Power cuts are the responsibility of the customer when they derive from a payment failure or inability of the electricity distributor to make the reading; 

> Once the customer has rectified the situation, power shall be restored within the following timeframes: 12h for NLV customers; 8h for other customers; 4h if the customer pays the additional price as defined in the Trade Relations Regulation- RRC;

> Power resumption takes place on business days between 8 a.m. and 12 midnight for LV customers and every day for other customers between 8 a.m. and 12 midnight.

Information Requests

> Information requests by customers to EDP Distribuição may be made by phone or in writing;

> Phone information requests must be answered within a maximum of three working days;

> Written requests for information may be answered within a maximum of 15 working days.

Complaints

> Complaints must be answered within 15 working days

> If the time limits set are not met, the complainant shall be informed by means of an interim communication. Non-compliance with the content set out in the interim communication requires the payment of remuneration;

> In the event of an inadmissible answer, the complainant has the right to lodge a complaint with the Energy Services Regulator (ERSE).

Customer relations

Customers with special and priority needs

We know that every customer is different, and that's why our work focuses on the various target audiences around us.