COVID-19

 

EDP Distribuição reinforced the measures of its Contingency Plan, activated on March 6, in order to guarantee the continuity and uninterruptibility of electricity distribution throughout the country, ensuring the following activities.

List of essential services of EDP Distribuição:

- Network Management and Operation Activity - North and South Dispatches Activity
- HV/MV and LV Network Assistance Activities - Network Breakdowns and Anomalies
- Extended Public Lighting Repair
- Maintenance of protective strips and fuel management in situations of imminent risk.
- Technical Assistance to Breakdowns in Customers*
- Religions and Urgent Customer Connections*
- Commercial Service Orders Scheduled with Customers*


* In the case of interventions in clients, priority will be given to priority clients according to the criteria established in the RQS (Quality of Service Regulation)

EDP Distribuição has at the disposal of any citizen digital channels the company through the website and APP EDP Distribuição, or the Contact Center service with the lines 808 100 100 (information), 800 506 506 (breakdowns), or 800 507 507 (readings registration).

Mensagens dos Operacionais no Terreno

Operacionais no Terreno - testemunhos

Questions

Contingency measures

Check the frequently asked questions and clarify all the questions related to our performance.

Perguntas frequentes
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Is the supply of energy to customers compromised?

The normal supply of electricity to customers is not compromised. The activity of EDP Distribuição continues to be ensured by the commitment of the operational teams on the ground and by all the other employees who are teleworking.

What services are or will be affected?

EDP Distribuição is providing the services that are essential for the normal functioning of its activity and to which it will give priority, namely the management and operation of the electricity distribution network and the repair of faults in the high, medium and low voltage networks.

However, EDP Distribuição has adjusted its activity to the preventive and contingency measures of the COVID-19 spread:

- Suspension of interruptions to the electricity supply, at the initiative of the supplier, during the state of emergency and the following month;

- Suspension of technical visits for extraordinary reading and collection of readings inside the Customer's facility;

- Breakdowns in public lighting will be analysed in order to ensure the well-being and safety of the population. 

What services are being guaranteed by EDP Distribuição?

EDP Distribuição is providing the services that are essential for the normal functioning of its activity and to which it will give priority, namely:
- Management and Operation of the Electricity Distribution Network;
- Breakdowns and anomalies in the Network;
- Maintenance of protective strips (proximity to vegetation) and fuel management in situations of imminent risk;
- Repair of Public Lighting Breakdowns with great impact;
- Scheduled Technical Visits with Customer, as established for the containment areas and zones of normal regime;
- Urgent connections and reconnections to Customers*

*Priority will be given to customers with priority and special needs, according to the criteria established in the applicable regulations in the electricity sector.  

Is the number of workers in the field sufficient to meet all the needs and requests of Customers?

EDP Distribuição reinforced its preventive measures against the propagation of the VOCID-19, in a safe manner and in accordance with the Contingency Plan of the General Health Directorate (DGS), in order to guarantee the continuity of electricity distribution throughout the country. 
Every effort was made to reorganise the operational teams in order to ensure the supply of electrical energy and to respond to the requests placed by its Customers. 

Will the meter reading collectors continue to go to the Customers' house to collect the data?

The readings will be ensured except if the equipment is inside the dwellings and the activity of extraordinary readings has been suspended. These are exceptional measures intended to ensure the safety of everyone. 
You can communicate your reading through digital channels such as the edpdistribuicao.pt website or APP EDP Distribuição or, alternatively, through the number 800 507 507 (24h/day reading line - free).

Are the Company's technicians, who are in the field, adopting extraordinary protection measures, such as the use of masks, gloves and disinfectants?

EDP Distribuição's operational teams, as well as service providers, were duly informed of all the health and safety procedures they must follow, in accordance with the guidelines of the Directorate General of Health.

If there is an extraordinary atmospheric event, during the duration of COVID-19, does EDP Distribuição guarantee that all its teams are operational?

In the situation of an atypical atmospheric event that could cause massive interruptions in energy supply, EDP Distribuição would have to activate additional means and adapt its structure in order to be able to guarantee the respective replacement of service as soon as possible.

How long will the Company's service points be closed?

EDP Distribuição closed the 23 Public Service Points, from north to south of the country, on March 16, as a preventive measure and to control the spread of the COVID-19 virus. The measure will be evaluated according to the evolution of the pandemic and the recommendations of Health and Government entities.

Are the Company's Contact Center lines still running at full capacity?

In view of the current pandemic situation, there was a need to adjust the Contact Center structure, namely to ensure that employees operate in telework.  
The Contact Center lines are still operational and their activity is ensured by the Company's employees and service providers. 
You can contact EDP Distribuição on 800 506 506 (24h/day breakdown line - free), 808 100 100 (technical support line 8h-22h, working days - local call cost), or 800 507 507 (24h/day readings registration line - free). 
Additionally, you can access the digital channels, such as the site or APP EDP Distribuição to report the necessary situations.  

If I move, and make a request to be connected to the network, will this take longer to materialize?

EDP Distribuição has dimensioned its operational teams and its structure to continue to ensure the connections required by its customers, giving priority to priority customers, in accordance with the criteria established in the regulations applicable to the electricity sector.

In case of power outages, which Customers are priority for the Company? Is it guaranteed that energy is restored to these Customers more quickly?

EDP Distribuição has dimensioned its operational teams and its structure to continue to ensure the connections required by its customers, giving priority to priority customers, in accordance with the criteria established in the regulations applicable to the electricity sector. Priority customers are those who depend on electricity supply to survive, through artificial ventilation, or entities that provide safety or health services to the community and for whom the interruption of power supply can cause serious problems, such as hospitals, firefighters or civil protection.

How does EDP Distribuição know who are the priority private customers?

All priority customers must subscribe to an application through their energy supplier. Only in this way is the Distribution Network Operator (DSO) aware of the identification of Customers classified as priority.

Will the time for anomalies troubleshooting increase?

The operational teams are designed to respond to malfunctions as quickly as the Company has accustomed the citizens. However, the response time is always associated with the frequency of occurrences. According to the data at our disposal, we believe that the device assembled will be able to meet the needs.

If the light's out in my house or on the street, what should I do?

You can report the situation through digital channels such as APP EDP Distribuição or the website. Alternatively, you can contact EDP Distribuição through the number 800 506 506 (24h/day fault line - free).

Is it expected that during this period of crisis EDP Distribuição will make connections to the network in person?

EDP Distribuição will continue to respond to calls and reconnections to customer requests, as well as follow up on scheduled technical visits. These interventions will be carried out in compliance with all safety regulations and avoiding, as far as possible, contact and proximity with customers.

As a customer, how can I deal with all issues related to EDP Distribuição?

You can contact EDP Distribuição through digital channels such as the site or APP EDP Distribuição or, alternatively, through the numbers 800 506 506 (24h/day breakdown line - free), 808 100 100 (technical support line 8h-22h, working days - local call cost), or 800 507 507 (24h/day readings registration line - free).

Perguntas Frequentes
View All Close All
Is the supply of energy to customers compromised?

The normal supply of electricity to customers is not compromised. The activity of EDP Distribuição continues to be ensured by the commitment of the operational teams on the ground and by all the other employees who are teleworking.

What services are or will be affected?

EDP Distribuição is providing the services that are essential for the normal functioning of its activity and to which it will give priority, namely the management and operation of the electricity distribution network and the repair of faults in the high, medium and low voltage networks.

However, EDP Distribuição has adjusted its activity to the preventive and contingency measures of the COVID-19 spread:

- Suspension of interruptions to the electricity supply, at the initiative of the supplier, during the state of emergency and the following month;

- Suspension of technical visits for extraordinary reading and collection of readings inside the Customer's facility;

- Breakdowns in public lighting will be analysed in order to ensure the well-being and safety of the population. 

What services are being guaranteed by EDP Distribuição?

EDP Distribuição is providing the services that are essential for the normal functioning of its activity and to which it will give priority, namely:
- Management and Operation of the Electricity Distribution Network;
- Breakdowns and anomalies in the Network;
- Maintenance of protective strips (proximity to vegetation) and fuel management in situations of imminent risk;
- Repair of Public Lighting Breakdowns with great impact;
- Scheduled Technical Visits with Customer, as established for the containment areas and zones of normal regime;
- Urgent connections and reconnections to Customers*

*Priority will be given to customers with priority and special needs, according to the criteria established in the applicable regulations in the electricity sector.  

Is the number of workers in the field sufficient to meet all the needs and requests of Customers?

EDP Distribuição reinforced its preventive measures against the propagation of the VOCID-19, in a safe manner and in accordance with the Contingency Plan of the General Health Directorate (DGS), in order to guarantee the continuity of electricity distribution throughout the country. 
Every effort was made to reorganise the operational teams in order to ensure the supply of electrical energy and to respond to the requests placed by its Customers. 

Will the meter reading collectors continue to go to the Customers' house to collect the data?

The readings will be ensured except if the equipment is inside the dwellings and the activity of extraordinary readings has been suspended. These are exceptional measures intended to ensure the safety of everyone. 
You can communicate your reading through digital channels such as the edpdistribuicao.pt website or APP EDP Distribuição or, alternatively, through the number 800 507 507 (24h/day reading line - free).

Are the Company's technicians, who are in the field, adopting extraordinary protection measures, such as the use of masks, gloves and disinfectants?

EDP Distribuição's operational teams, as well as service providers, were duly informed of all the health and safety procedures they must follow, in accordance with the guidelines of the Directorate General of Health.

If there is an extraordinary atmospheric event, during the duration of COVID-19, does EDP Distribuição guarantee that all its teams are operational?

In the situation of an atypical atmospheric event that could cause massive interruptions in energy supply, EDP Distribuição would have to activate additional means and adapt its structure in order to be able to guarantee the respective replacement of service as soon as possible.

How long will the Company's service points be closed?

EDP Distribuição closed the 23 Public Service Points, from north to south of the country, on March 16, as a preventive measure and to control the spread of the COVID-19 virus. The measure will be evaluated according to the evolution of the pandemic and the recommendations of Health and Government entities.

Are the Company's Contact Center lines still running at full capacity?

In view of the current pandemic situation, there was a need to adjust the Contact Center structure, namely to ensure that employees operate in telework.  
The Contact Center lines are still operational and their activity is ensured by the Company's employees and service providers. 
You can contact EDP Distribuição on 800 506 506 (24h/day breakdown line - free), 808 100 100 (technical support line 8h-22h, working days - local call cost), or 800 507 507 (24h/day readings registration line - free). 
Additionally, you can access the digital channels, such as the site or APP EDP Distribuição to report the necessary situations.  

If I move, and make a request to be connected to the network, will this take longer to materialize?

EDP Distribuição has dimensioned its operational teams and its structure to continue to ensure the connections required by its customers, giving priority to priority customers, in accordance with the criteria established in the regulations applicable to the electricity sector.

What security measures, for Clients and Assistants, will be implemented at the Service Points?

Inside the Service Points, assistants are required to wear a mask and gloves.
The use of a mask and/or visor is mandatory for Customers. 
Measures are also implemented and duly marked to safeguard the safety distances between Customers and Helpers at the Points of Service, such as placing tapes on the floor to create a visual line of distance (2m) and the existence of acrylic between Customers and Helpers.

Do I have to make an appointment?

It is not necessary to make an appointment, nor do you need a password to be admitted, you just have to wait your turn outside the Service Point. You must keep the safety distance for other clients, respecting the maximum occupancy limits imposed at the Service Point (1 client / 20m2).

Is the physical complaint book available?

In order to avoid contagion and/or propagation of the virus, the obligation to provide the consumer with the physical Complaints Book immediately and free of charge is suspended, and the Customer may submit any complaints directly to the Assistant of the Service Point or via available digital channels. 

Where can I consult the location of the Service Points?

The location of the Service Points can be consulted on the EDP Distribuição website, here.

Are EDP Distribuição's digital channels still available?

Yes, customers can use the digital channels of EDP Distribuição through the website (edpdistribuicao.pt) and APP EDP Distribuição or, alternatively, through the numbers 808 100 100 (technical assistance, 8h-22h, working days, local call cost), 800 506 506 (breakdowns, 24h/day, free) or 800 507 507 (readings registration, 24h/day, free). 

Has the number of employees serving the public been reduced?

Yes, in order to guarantee a distance of 2 meters between assistants and the maximum limit of 1 customer per 20m2, the number of assistants will be reduced at this stage in order to meet all safety conditions.

Are the employees who serve the public equipped with masks?

Yes, our assistants will be properly equipped with masks and gloves.

Do the service points provide alcohol gel or disinfectants?

Liquid alcohol solutions are available for employees and customers at all entrances and exits of establishments, as well as inside them, in locations suitable for disinfection according to the organization of each space.