Electricity bills may include incorrect values for a variety of reasons, from estimated consumption to reading errors, billing errors or meter failures. When the consumer is suspicious of the amount charged, they must confirm the data and complain in writing to the supplier.
According to the Energy Services Regulatory Authority (ERSE), when there is no information on actual consumption, the invoice can be issued based on estimated consumption. These values must be corrected later, when there is an actual meter reading, and the adjustment may be favorable to the consumer or the supplier.
The regulatory entity explains that there may be adjustments to the electricity bill due to correction of estimated consumption, measurement errors, reading errors, billing errors or anomalies in the functioning of the meter. If the settlement is favorable to the consumer, the amount must be considered as a credit on the settlement invoice itself.
Complaining in writing is essential
The first step should be to check the actual meter reading and compare it with the consumption indicated on the invoice. If there is a difference, the consumer must submit a written complaint to the supplier, always keeping proof, photographs of the accountant, old invoices and responses received.
In this case, the supplier must respond to the complaint within a maximum period of 15 working days. If you do not respond within this period, according to , the consumer is entitled to compensation, the minimum value of which is 5 euros, unless the contract provides for a higher value.
When the problem is not resolved
If the supplier’s response does not resolve the situation, or if there is no response after 15 working days, the consumer can request Aneel’s intervention. The regulatory body can clarify doubts, recommend solutions and sanction companies if it detects practices that are contrary to the law or regulations.
When a binding decision is necessary, the domestic consumer can appeal to a Consumer Dispute Arbitration Center. Electricity is an essential public service and, in these cases, the supplier is obliged to accept the arbitration decision, which has force equivalent to that of a first instance court ruling.
Six month rule
The six-month rule also deserves attention. ERSE explains that the electricity supplier’s right to receive payment for the service provided expires within six months after supply. If the consumer has already paid less than the consumption made, the supplier’s right to charge the difference expires six months after this first payment.
However, for this protection to take effect, the consumer must invoke the prescription or expiry expressly, preferably in writing, with the supplier.
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