Why has a report been opened for my contract?

What should I do in this case?

How is a fraud or a metering anomaly report processed?

A boy is in front of a personal computer managing an electrical fraud file.

Surely questions like these can assault you if you have received a letter indicating that there is an anomaly and a quantity of kWh not billed is shown.

As a consequence of this anomaly, from e-distribution, we open a file that allows us to elucidate what has happened and put a solution to it.

What should I do to solve it?

The first thing you should do is contact us so that we can detail all the steps to be taken to manage your case.

It is important that you have the letter that you received at home, since it includes essential information, such as the reference needed to manage your file.

In the same letter we provide you with different channels of attention (telephone and e-mail).

FAQ
About fraud and proceedings
  • A report has been opened for my power supply. Why?

    • We have detected an anomaly in your measurement equipment or in your installation. This means that the meter stops recording the consumption or part of it.

  • How is a fraud or a metering anomaly report processed?

    • The first thing you must do is contact the telephone numbers indicated in the letter and we will detail the steps to be taken to manage your specific case. 

  • What documents do I need to present to process my report?

    • If you are an individual, you can easily identify yourself with your National Identity Document card. If you are a legal entity, it will be necessary to provide the documentation that accredits you to represent the affected entity, such as powers of attorney, Company Tax ID and National Identity Document.

  • What happens if the report was opened for the incorrect holder?

    • If you consider that the file should not fall to the informed holder, you must prove the reason for the error.

  • I have been asked to normalise my supply point. What do I need to do?

    • To complete the management of the file, it is necessary that the supply is standardised, i.e. the installation or the measurement equipment is adequate in accordance with the legal regulations for the correct measurement of the energy consumed.
      If the anomaly is in the installation and it has not been possible to standardise it during the inspection, you will be responsible for adapting it to the regulations
      If the anomaly is in the measurement equipment, and this is your property, you are also responsible for its correct operation. If, on the other hand, you have the meter for rent, this standardisation is up to us.
      Once the anomaly has been corrected, you must inform us at e-distribution so that we can carry out the verification and check that all the requirements dictated by the law are met. Therefore, you will have to provide us with access to the installation and measurement equipment.

  • Can I contact the electric utility to have my supply restored after the report has been closed?

    • If you have a contract in force, you must go to your electricity supplier to find out the total amount of energy corresponding to the regularization of the detected anomaly (kWh informed in the letter) in order to proceed with its regularization.
      If you do not have a contract in force, once the installation has been adapted to the legal regulations, you must formalize the contract with your retailer.