EDP Distribuição remunerates its customers in the event of non-compliance with the individual service continuity standard.
Where remuneration is paid for default of an individual electricity continuity indicator, the supplier shall inform its customer and credit the value of the remuneration, without any request being necessary by the customer as set out in the following paragraphs:
-The grid operator shall credit the suppliers with any remuneration pertaining to its customers by 12 March (of the year following the calendar year to which the remuneration relates), except for those customers affected by events for which an exceptional event classification has been requested and with regard to which the Energy Services Regulator has not yet made a decision;
-Suppliers shall credit the remuneration to their customers on the first invoice issued 30 days after the time when they receive remuneration from the grid operator.
Annually, the unit remuneration values FCn and KCn are updated by the average annual change in the consumer price index without housing in mainland Portugal for June of each year.
If the two standards are not met- the total number and total duration of interruptions - the higher value remuneration is paid.
In what situations does EDP Distribuição not have to compensate its customers?
-occurrences classified as exceptional events by the Energy Services Regulator;
-inability to access the customer's installations if access is vital for meeting individual quality standards;
-failure of the customer to provide the minimum information necessary to handle the complaint;
-when the customer fails to comply with regulatory procedures for service requests or lodging complaints;
-in the case of usage facilities classified as "Possible";
-other situations where affected customers do not take steps to enable the necessary actions to be taken to meet individual service continuity standards
> ocorrências classificadas como eventos excecionais pela Entidade Reguladora dos Serviços Energéticos;
> impossibilidade de aceder às instalações do cliente, caso o acesso se revele indispensável ao cumprimento dos padrões individuais de qualidade;
> não disponibilização pelo cliente da informação mínima indispensável ao tratamento das reclamações;
> quando o cliente não cumpre os procedimentos regulamentares para solicitação de serviços ou apresentação de reclamações;
> no caso de instalações de utilização classificadas de "Eventuais";
> outras situações em que os clientes afetados não diligenciem no sentido de permitir o desenvolvimento das ações necessárias ao cumprimento dos padrões individuais de continuidade de serviço.