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Before making a claim...

If you think the the consumption billed is to high or the reading is not correct, we can help you. But before filing a claim, check the following:
  • Check actual reading on your meter to contrast it with that billed. We remind you that it is not necessary to provide us with readings unless the meter is not accessible to be read. From April 1, 2013 onwards, billing will be every other month (bimonthly), based upon the actual readings of your energy consumption. This will eliminate estimations regarding consumption on bills. 
  • Check your consumption history from previous years. The comparison should be made based on total KWh billed, not on prices, since these can vary.  If your consumption habits have not varied, the consumption curve will evolve without marked changes.
  • Check that your meter is functioning correctly. Disconnect your entire electrical installation and check that after 10 minutes the meter no longer registers any consumption. In order to be sure, you can request verification from the
  • If you submitted your meter reading and it does not correspond to the consumption shown on your bill, it is likely that your reading did not arrive in time to use when issuing your bill.
  • If we are billing you based upon actual readings, it is not necessary that you provide us with your reading. If you would like to do so regardless, you must enter your reading within 10 business days prior to the next billing period. However, if we have an actual reading available the estimate will not be valid for billing.
  • If for any reason the agent was unable to take the actual reading from your meter, you will have 60 days to provide it. Once this time has transpired, your bill will be based on an estimated reading.

< What are the time limits for filing a claim?