When the electricity service witnesses interruptions, and Eneo customers do not have energy, sometimes at the end of the month they still receive bills like in normal periods. What explains this?

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Once more, our apologies for the instability/interruptions in electricity supply.

We observe that electricity service is more stable during the COVID-19 period. This is due to an overall drop in demand. In fact, if the demand of households has relatively increased with the confinement, that of businesses has dropped slightly following the downward trend of economic activities. Since businesses represent most of the demand, the latter is decreasing generally against a supply of which the production conditions have not changed fundamentally. We can say that there has been a balance. Thus, little or almost no rationing during COVID19.

With the progressive resumption of business activities, new interruptions could occur. We are working with public authorities to ensure the restoration of the financial stability of the sector. This will contribute in improving service quality in the long-term.

Concerning billing after power outages, it should be stated that a bill records only what the customer has effectively consumed.

During a power outage, the meter is not functional. Customers should take time to verify this by themselves. If the meter functions, it could be a fault. The customer must thus contact Eneo.

Undoubtedly, if a customer thinks that his consumptions are abnormally high, commercial procedures and Rules of Service provide for the customer to contact Eneo through his home agency or our digital platforms. We invite customers to do it through the online agency, MyEasylight, which has the advantage of a greater traceability and thus a better follow-up of requests/complaints.

We are working at improving the possibility for the customer to read his meter by himself and to send to us his index through WhatsApp. This way, they participate in either their billing, or its correction in case of error. It is provided for in the Rules of Service and already effective on MyEasylight.

The approach is guided by two billing principles, i.e. transparency and trust. We want to create or reinforce, as appropriate, an atmosphere of trust between our customers and us.

Furthermore, we have stepped up procedural, organizational and technological reforms in order to allow for the most faithful billing as possible. For example, this is how smart meters were introduced into the network.

We acknowledge that sometimes some sporadic problems may occur in the billing of certain customers. We manage them case by case and we continue drawing lessons to improve our systems and processes.

One of the reasons why we introduced the prepaid solution is to progressively part with billing. Not only does the customer no longer stress out waiting for a bill, but they become autonomous, adapt their habits and control their consumptions that they can manage in an efficient manner, by activating where necessary, the energy saving lever.