What is an anomaly or fraud case regarding the electricity supply?

What should I do in this case?

 

When we detect an anomaly in the metering equipment or installation, we open an anomaly or fraud case.
This case allows us to analyse what has happened and rectify the situation in accordance with the regulations.

 

What is an anomaly?

An anomaly means the meter is failing to record consumption, or is only recording a part of the energy actually used.

In the letter we sent you, we indicate the estimated kilowatt-hours (kWh) that could not be billed as a result of this issue.

 

What should you do if you receive a letter informing you of a case?

Contact us

You are required to contact e‑distribución via the customer service channels indicated in the letter (telephone or email).

Please have the letter to hand, as it includes:

  • the case reference
  • the supply details
  • the available contact channels
FAQ
About fraud and proceedings
  • Why have we opened a case for your supply?

    • We have detected an anomaly in either:

      • the metering equipment (the meter), or
      • the electrical installation.

      This situation prevents the energy consumed from being measured correctly.

  • How is an anomaly or fraud case handled?

    • The process follows these standard steps:

      1. Contact e‑distribución
        We will analyse your specific case and explain the steps you need to follow.
      2. Identify the contract holder
        • Individuals: National ID (DNI)
        • Legal entities: Company tax code (CIF), National ID (DNI) of the representative, and documentation proving power of attorney.
      3. Regularise the supply
        The anomaly must be corrected so that the installation complies with regulations.
      4. Verification by e‑distribución
        Once the work is complete, you must grant our technicians access to inspect and verify the equipment.

  • What does 'regularising the supply' mean?

    • Regularising the supply means repairing or adapting the installation or the meter so that the electricity measurement is accurate and legal.

      Who is responsible for regularising the supply?

      Detected situation

      Responsible party

      Anomaly in the installation

      Customer

      Customer-owned meter

      Customer

      Rented meter

      e‑distribución

      If the anomaly is not fully resolved during the initial inspection, you must arrange for the necessary work to be carried out by a professional and then inform us.

  • What happens if the contract holder listed on the case is incorrect?

    • If you believe that the case does not correspond to the named contract holder, you must provide supporting documentation to prove the error.

  • What should I do once the anomaly is resolved?

    • If you have an active contract

      You must contact your electricity supplier to find out the billing regularisation amount for the unmetered kWh indicated in the letter.

      If you do not have an active contract

      Once the installation has been adapted:

      1. You must set up a new contract with a supplier.
      2. The supplier will then manage the connection and activation of the supply.

  • Need help?

    • In the letter you received, you will find:

      • contact numbers
      • email address
      • case reference

      Our team will support you throughout every stage of the process.