Technical problems, network scheduled interventions, or even localized overloads can cause electricity failures. In punctual situations, operators of the electricity distribution network have specific obligations to consumers.
Large -scale blackout can escape compensation
However, large events, such as the blackout that this Monday, April 28, affected Portugal and Spain for several hours, are usually classified as exceptional, which may rule out the hypothesis of automatic compensation.
Deco Proteste anticipates classification as an exceptional event
According to, the energy cut that left the Iberian Peninsula to the dark will be, at the outset, unpredictable and uncontrollable nature. For this reason, “hardly something of this dimension will not be framed as an exceptional event.”
It is now up to the regulatory entity of energy services (ERSE) to analyze what happened, disclose the conclusions and, if you consider it appropriate, to determine any indemnities to injured consumers.
There are criteria defined by zones
In Portugal, the legislation provides for compensation whenever the number or duration of energy failures exceeds the limits defined for the geographical zone in question. These limits vary according to the population’s population density.
How do the quality of service zones are divided?
Three zones of quality of service are identified. Zone A includes district capital and locations with more than 25,000 customers; Zone B concerns populations between 2500 and 25 thousand; and Zone C covers the rest of the country.
Limits vary according to the location
ERSE establishes the maximum standards for each area: for example, in a area of zone A, consumers should not suffer more than 10 service interruptions in a year. In zone B, the limit rises to 11, and in zone C to 15.
The identification of the area where your housing is found can be consulted on the electricity bill itself. This information is mandatory and allows us to perceive consumer rights in quality of service.
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Who supervises compliance with the rules?
Monitoring the fulfillment of service standards is in charge of ERSE, which every year evaluates the data provided by network operators and determines compensation to pay when the limits are exceeded.
How does the compensation process work?
Based on this assessment, ERSE reports results to electricity traders, who have until the end of the first half to process payments due to affected customers.
No complaint is required
It is not necessary to submit complaints or fill out forms to access automatic compensation. If you are entitled, the amount will be included directly on your bill or in the form of a credit note.
What if there are material damage?
In addition to this automatic mechanism, consumers may request specific compensation if they prove that energy failure has caused concrete damage, such as damage to appliances or food loss.
How to submit a claim for compensation?
In these situations, the request must be addressed to the electricity trader, accompanied by documentation that proves the damage suffered, such as reparation invoices or photographs of damage.
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