IBERDROLA Home

GENERAL

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Can I be a customer of IBERDROLA?

Yes, of course you can. From 4 September 2006 onwards, all electricity consumers in Continental Portugal have been allowed to freely choose their supplier. Just call us on 808 50 20 50 so that we can make you the offer that best meets your needs.

For other frequently asked questions, consult the Consumer Guide available on the ERSE website.

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Can I choose a green energy supplier?

Green electricity is that which is produced using renewable sources. You may verify in your electricity bills the primary energy sources used to produce the electricity supplied to you, namely renewable sources.

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CONNECTION TO DE GRID

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Who builds the connection to the grid?

In the majority of cases, it is the grid operator that builds the connection between an installation and the grid. However, in the case of electricity, the consumer/ party applying for a connection, on the basis of the estimate provided by the grid operator, may choose to build the connection element for exclusive use with its own resources, or, by means of an agreement with the grid operator, promote the construction of a connection element for shared use, in which case it should be refunded any expenses incurred for which they are not liable.

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How should I apply for a supply extension?

You may do this by calling 808 505 505 (local call).

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Who should I contact to connect my installation to an energy distribution grid?

You may contact the electricity or natural gas distribution grid operator directly, depending on the case, and they will proceed to connect your installation to the grid.

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What steps should be taken in order to establish a connection to the grid.

After applying for the connection, wait until the estimate is provided.

Once you have received the estimate, you can choose to promote the construction of the connection element for exclusive use at your own expense (only in the case of electricity) or reach an agreement with the grid operator to promote the construction of the connection element for shared use (only in the case of electricity), while complying with the technical standards in place and any studies that may have been carried out.

The necessary fees be paid in advance or in instalments, depending on whether the deadline scheduled for completing the connection is 20 business days or longer.

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SUPPLY CONTRACT

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What information may I be requested by IBERDROLA in order to sign the contract?

Certain documents and conditions are usually required in order to sign an electricity or natural gas supply contract, i.e.:

  • ID document (ID card, passport or taxpayer card).
  • You must provide proof of legitimate possession of the supply location (deed of purchase and sale, draft purchase and sale contract, rent contract, other documents providing residency).
  • In order to sign the electricity supply contract, the Taxpayer's no., template no. or application to register with Revenue, pertaining to the owner or tenant of the property, are also required.

In the first contract to supply electricity to the supply location, the operation certificate or the provisional operation permit issued by CERTIEL should be displayed.

In the case of the natural gas supply contract, it is necessary to submit the certificate of inspection on the installation that is to receive the supply.

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What are the general conditions that apply to electricity or natural gas supply contracts? And who approves them?

The general conditions that make up electricity and natural gas supply contracts are contractual clauses that reproduce the main rights and obligations of IBERDROLA and of the respective consumers. The content of these clauses is not negotiated by the parties and therefore these contracts are known as adhesion contracts.

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What should I do if I want to alter the power I have under contract?

Any alteration of the power under contract should be requested from IBERDROLA.

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FACTURATION AND PAYMENT

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What does the power under contract mentioned in my electricity bill correspond to?

The power under contract corresponds to the maximum value of power that an electricity installation can receive from the grid. It is limited by the circuit breaker that controls the power. The power under contract should vary depending on the type of appliances you have at home, but it has nothing to do with your electricity consumption or your meter.

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I have more than one installation in my name. Can I receive all the bills at the same address?

Yes, you can. Contact us on 808 50 20 50 (local call).

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INTERRUPTION IN THE SUPPLY

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What should I do if there is an interruption in the supply due to a breakdown?

You should notify the interruption in supply directly to the Distribution Grid Operator by notifying IBERDROLA.

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Does being late to pay a bill constitute grounds for interrupting the supply?

Yes, a delay in paying a bill constitutes grounds for interrupting the supply.

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What is the minimum advance notice for prior notification of interruption in case of an exception or delay in paying bills?

The consumer has to be notified at least 10 days in advance of the date on which the interruption will take effect.
 

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Under what conditions may the supply be interrupted?

The reasons that may warrant an interruption in the supply of electricity or natural gas are as follows:

  • Unforeseeable circumstances or force majeure;
  • Safety reasons;
  • Public interest reasons;
  • Service reasons;
  • Agreement with the consumer;
  • Situations for which the consumer is liable (e.g. failure to pay bill).

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How can I avoid an interruption in my supply, if I am unable to pay the bill?

There is no mechanism to prevent the supply of electricity or natural gas from being interrupted due to difficulty in paying the respective bills.

The interruption and possible reconnection of supply imply additional costs and obligations for customers.

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I forgot to pay my electricity bill. What should I do?

Make the payment immediately and contact IBERDROLA on 808 50 20 50, submitting proof of payment.

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METER READ

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Who should I contact about installing the meter? Can I choose the type of meter?

The electricity or natural gas distribution grid operators and not IBERDROLA, are responsible for installing meters. Consumers may not be charged any amount as a price, rent, amortisation or for any regular inspection that may be required

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When and how is the meter read?

Meters may be read by the consumer themselves, by the distribution grid operator or by the Grid Operator at IBERDROLA's request. The distribution grid operator has to ensure that such readings are carried out every 3 months, in the case of electricity, and every 2 months, in the case of natural gas.

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Is it possible to ask IBERDROLA to issue monthly bills based on actual readings?

No, it is not. The distribution grid operator has to ensure that such readings are carried out every 3 months, in the case of electricity, and every 2 months, in the case of natural gas. As the meter is not read, the bill has to be based on estimated consumption.

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When is it possible to carry out an extraordinary reading?

Any extraordinary readings of the electricity or natural gas meter is payable by the consumer. It may be requested at any time.

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How should the meter be read?

The meters are easy to read. The display shows the numerical information that represents the number of kilowatts (kW) already consumed. Therefore, care should be taken to note that some older meters include a decimal place (the number on the furthest right), which is identified because it is separated by a comma or written in red. The decimal place (where it exists) should be left out, because the meter is read in integers.

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SWITCH SUPPLY

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What should I do to switch over to IBERDROLA?

Contact IBERDROLA on 808 50 20 50 or by using the forms provided on this site

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How long can the process of switching over to IBERDROLA take?

As a rule, the process of switching supplier should not take longer than 15 business days. Some processes may take longer than this period when an intervention is necessary at the supply location.

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How much will it cost me to switch over to IBERDROLA?

The process of switching supplier does not incur any cost for the consumer.

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Which is the body in charge of managing processes to switch suppliers?

The body that is responsible for managing processes to switch suppliers is the Seller Switch Logistic Operator, which performs this role for the electricity and natural gas sectors. However, this body has still not commenced operations and therefore the processes for switching supplier are still the responsibility of the natural gas transportation grid operator or the MV and HV electricity distribution grid operator.

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Must I necessarily sign a contract in order to switch over to IBERDROLA?

The supply of electricity or natural gas always requires that a contract be signed with IBERDROLA.

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Do I need to change the meter in order to switch over to IBERDROLA?

No, there is no need to replace the meter if you switch to a different supplier. However, this replacement may occur if the consumer decides to choose a different tariff option or for technical reasons.

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Can the quality of supply be affected by switching over to IBERDROLA?

The characteristics of the supply are linked to the electricity or natural gas distribution grids and they do not change depending on the supplier.

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Does switching over to IBERDROLA imply any change to the power under contract?

The power under contract is linked to the technical characteristics of an electricity installation and it does not change depending on the supplier.

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Which consumption is taken into account on the date of switching over to IBERDROLA?

The consumption that is taken into account for the purposes of changing supplier may be obtained from a direct reading of the meter or an estimation of consumption performed by the electricity or natural gas distribution grid operator. The consumer, the former supplier or the new supplier may always request that an extraordinary reading be performed, whereas in that case the consumer will incur the costs associated to the provision of this service.

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What is the Point of Delivery Code (Portuguese acronym: CPE)? And the Universal Installation Code (Portuguese acronym: CUI)?

The Point of Delivery Code (CPE) is a code that makes it possible to unequivocally identify each electricity consumer's installation. It is included on the respective bill.

The Universal Installation Code (CUI) is a code that makes it possible to unequivocally identify each natural gas consumer's installation. It is included on the respective bill.

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What is Low Pressure (LP)?

Pressure for which the value relative to atmospheric pressure is equal to or less than 4 bar.

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What is Low Voltage (LV)?

Voltage between phases for which the effective value is equal to or less than 1 kV.

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What is Normal Low Voltage (NLV)?

Tariff classification for Low Voltage supplies for which the power under contract is equal to or less than 41.4 kVA.

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What is Special Low Voltage (SLV)?

Tariff classification for Low Voltage supplies for which the power under contract is higher than 41.4 kVA.

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TARIFFS AND PRICES

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Who defines the prices on the liberalised market?

The prices set by IBERDROLA in the liberalised market are decided by agreement with consumers, with the exception of a part, which corresponds to the use of the transportation and distribution grids (grid access tariff), which is approved by the ERSE.

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Who pays the grid access tariffs?

The tariffs for access to the electricity or natural gas transportation and distribution grids are paid directly by IBERDROLA to the operators of these grids, but "on behalf" of its customers. In other words, the value that corresponds to the use of the networks consists of the price payable by electricity and natural gas consumers and it is duly identified on the respective bills.

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Who can avail of the Social Tariff?

The Social Tariff is provided for in the tariff system and it is intended for consumers that fall under the following limits as regards power under contract: 1.15 kVA or 2.3 kVA (Continental Portugal), and whose consumption does not exceed 400 kWh per year.
 

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CONTACT

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How may I contact IBERDROLA?

The most convenient way is by calling the IBERDROLA hotline on 808 50 20 50 (local call).

In case of breakdowns, please call 800 506 506 (toll-free call). The breakdown service is available on a 24/7 basis.

To notify a meter reading, please call 800 507 507 (toll-free call).

Visit our Premises and Agents, if you prefer face-to-face service.

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