Frequently Asked Questions for residential customers

Faq

Claim

Miscellaneous

The most frequently asked questions

You can apply for the digital bill copy by entering our website. Just go to Help and type “Apply for Digital Bill” in the search box and it will be sent to your e-mail each month

You can also get a copy of your electricity bill on the Enel Peru App . Just follow these steps:

1. Download the App from your virtual store.

2. Create an account and fill in your personal information.

3. Enter your customer (supply) number.

4. Click on the “My bills” option.

5. Select the “See bill” option and download it.

If you need the paper copy of your bill for any reason, you can get it at our Service Centre.

Customer number is your identification code as electric service user. It is important that you keep it at hand when you contact us. You can find it inside a red box in the upper right side of your Enel electricity bill . You can also obtain it from the “Get bill” section on the Enel Peru App (App Store or Google Play).

You can find a list of our offices here.

A kilowatt hour (kWh) is the unit that expresses the relation between energy and time. It is used to measure the energy consumption in kilowatts per hour. The value of a kWh depends on the tariff list published from time to time by OSINERGMIN on its website.

How to file a claim

Only the holder of the electric service, the user, or a third party with legitimate interest (for example, someone whose rights have been violated) can file a claim. Claims can also be filed by representatives authorised through a simple power of attorney.

Miscellaneous questions

Meter reading operators do the reading of the current state shown in your power meter for billing purposes. No tampering with the power meter is made, so you do not need to be notified about the visit.

To get a new power supply, increase the electric power or modify your current supply, you have to meet a series of requirements. For further information, click here.

These are the requirements that your community has to meet to participate in our Definitive Electrification Programme.

Documents to be submitted:

- Simple application requesting electrification for your community;

- Original and 2 copies of the black/plot distribution and layout plan approved by the district council;

- Original and copy of the plan approval resolution issued by the district council;

- Original and copy of the current board acknowledgement resolution issued by the district council;

- Copy of the provisional supply bill or legally certified statement of not having provisional supply; and

- Original and copy of title deed, or purchase contract with legalised signatures, or property certificate issued by the district council (only the original will be verified).

Note: If the board cannot leave the originals of the documents above, a legalised copy with signature and notarial stamp must be submitted.

If all the documentation is in order, the land inspection will be scheduled, for which it is necessary to:

- Place the milestones to delimit the property borders for each plot;

- Verify that the width of the tracks meet the specifications of the plan approved by the district council;

- Verify that the houses are aligned;

- Place the plot and block number in each house;

- Level the tracks through which the electrical grids will run; and

- Have paid the provisional supply bills.

If necessary, a Certificate of Non-Existence of Archaeological Remains (CIRA) and the respective Monitoring Plan will be submitted.

Once the electric service feasibility is approved, the appropriate project will be developed and the execution date of the residential connection (power supply) contracts will be set, for which you will have to:

- Submit a property ownership certificate: original and copy of the title deed, or purchase contract with legalised signatures, or updated property certificate issued by the district council (only the original will be verified);

- Sign the power supply contract. If the property owner cannot attend, a representative may do it on his/her behalf with a legalised power of attorney stating that the property owner authorises him/her to purchase the power supply and to sign the documents required for the procedure.

If the property is owned by more than one person and they cannot all attend to sign the contract, one of them may sign, but the contract will be prepared with the name of all those appearing in the property documents.

The execution of the electrification work will be carried out upon receipt of the documents above and upon payment of the residential connections within the terms established in paragraph 4.3.1.1 of R.S. No. 040-2009-EM of the Methodological Base for the application of the Technical Standard on Electric Services.

Enel Distribución Perú helps you to save energy and reduce your power consumption. That is why we have prepared a list with the average amount of energy that each appliance consumes. To access this list, click here.

Because the billing of this service corresponds not only to the customer's address location, but also to the common areas of the city. Furthermore, it is Peru’s Ministry of Energy and Mines that establishes a scale according to the customer's consumption in order to determine the amount to be billed.

Smart measurement is the new way to learn about your power consumption: now you will have detailed information by hour, day, week and month. This technological solution includes communication infrastructure and new measurement equipment, which will be provided by Enel Distribución Perú . In the first phase, it has been planned to replace 10,000 old meters with 10,000 smart meters. Smart meters send and receive information through electrical grids, thus improving their operation. The reliability, safety and quality of our service are increasing.

Yes, they are. The new meters use international technology tested in Spain, where there are 7 million installed units. In Peru, these meters have been approved by the National Institute of Quality (INACAL).

In case of a robbery, the case will be handled according to current law.