The most frequently asked questions
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).
To change the name that appears on your Enel electricity bill , you can go to any of our Service Centres and submit a plain copy of a document certifying that you are the owner of the property, a plain copy of the owner’s ID and an electricity bill (no debt registered). For further information, click here.
You have to pay your Enel electricity bill before the maturity date to avoid compensatory interests and arrears charges. Your service will be disconnected when you have failed to pay for 2 months in a row.
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.
You will receive the bill in the same way you receive the current bill.
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.
You can file a claim for any of the following reasons:
- The billed consumption amount in your Enel electricity bill is excessive;
- The tariff and conditions were not properly applied;
- There is a monthly reading missing or an error in the readings;
- Your consumption information is inaccurate;
- Your refundable contribution was not refunded or you were applied a modality different that the one you chose; or
- Some other issue related to the public electricity service.
You can file an oral claim by visiting any of our Service Centres or by calling our Fonocliente at 517-1717. You can also file a written claim at any of our Service Centres, through our website, or by sending an e-mail to firstname.lastname@example.org with the following information: first and last names, ID number, address, customer number, reason for your claim, place, date and signature, and any document that justifies your claim.
Whether you file your claim in person, over the telephone or through our website, you will be provided with a registration number to identify your claim. For any annex, amendment or other submitted within the claim procedure, remember to request acknowledgment of receipt.
If you want to file a claim, you have to include the following information:
- Claimant’s first and last names;
- Claimant's ID number. For claimant’s proxies or representatives, ID number and a copy of the power of attorney;
- Notice address, which has to be in the city or concession area where the electric service is provided;
- Application with proper grounds and express request;
- Power supply number, if applicable;
- Place and date; and
- Claimant’s or his/her representative’s signature, if the claim is filed in person or by conventional mail. If the person filing the claim is illiterate, he or she has to add his/her fingerprint.
If the claim is filed in writing and any of requirements above is missing, Enel Distribución Perú will inform the claimant within two (2) business days after receipt so that the omission is corrected within a maximum period of two (2) business days. If the claimant fails not submit the correction within this period, Enel Distribución Perú will issue a resolution declaring that the claim is inadmissible and the case will be closed.
You can freely choose one of the following tariff options, with their appropriate restrictions and conditions and within the corresponding voltage level:
BT-1: Simple Low Voltage Tariff
BT-2/AT-2: Contracted Power Tariff
BT-3/AT-3: Maximum Read Demand Tariff
BT-4/AT-4: Hourly Tariff
BT-4.1 and AT-4.1: Hourly Tariff Option 1
BT-4.2 and AT-4.2: Hourly Tariff Option 2
BT-4.3 and AT-4.3: Hourly Tariff Option 3
High voltage tariffs are available when the splice can be connected to a distribution network whose voltage is higher than 400 volts. Otherwise, you can choose a low voltage tariff.
Meter readings are averaged in the following cases:
- Change of power meter
- Inaccessible power meter
- Defective power meter
- Power meter not found
- Power meter tampered by third parties
- Uncertain power reading
According to Article 172 of the Electricity Concessions Law Regulations, measuring equipment has to be in an accessible area for control by the concessionaire; otherwise, the company is authorised to process the bill using a temporary average system with the consumptions of the last six months.
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 188.8.131.52 of R.S. No. 040-2009-EM of the Methodological Base for the application of the Technical Standard on Electric Services.
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.
Smart meters gather detailed power consumption information and this does not imply any billing increase. Your monthly bill will reflect only your consumption.
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).
No, it does not. We cover all the costs associated with the scheduled installation and maintenance, of which we will inform in advance.
For the time being, smart meters will be only installed in the areas selected for the pilot project. If your area is selected, you will receive a notification prior to the installation.
The energy bill will keep coming the same way it comes as the current one.
In case of a robbery, the case will be handled according to current law.
The parties have to prove the facts that they claim in the procedure, and so they can submit evidence in any stage of it, adjusting to its nature. When offering the evidence, the claimant may request the delivery or execution of such evidence as he/she considers that proves the facts supporting his/her claim, provided that it is technically feasible.
If you do not agree with your consumption record and you believe that the cause is a failure in the meter, you can request that Enel Distribución Perú send you a list of meter measuring companies, with their corresponding fees, so that you can choose the company that will conduct the meter test. You will only pay for the cost of the meter test if once the claim procedure is completed, it is declared unfounded. This test determines if the meter records the consumption according to the permissible accuracy limits, and verifies that no phantom consumption is recorded.
For residential customers, the refund is approximately 20% of the average monthly bill for power consumption.
The CASE refund will not include interest, as Law No. 30543 and Supreme Decree 022-2017-EM have not provided for the acknowledgement of interests and have not granted any funds for this purpose.
Decree No. 022-2017-EM establishes that the refund will come the Project Trust funds, which have been transferred to OSINERGMIN and will be entirely destined to the refund. However, authorities have not provided additional funds for the acknowledgement of interest or other incurred costs, which is why OSINERGMIN restricts the refund to the funds transferred by the Trustee.
Enel Distribución Perú plays no role in determining the amount to be refunded; our only responsibility is to make the refund of the amount established by OSINERGMIN. OSINERGMIN has incorporated an Adjustment Factor applicable to the amounts collected for CASE, in case the amounts available in the Banco de la Nación’s account are not enough to make all the refunds.
In Report No. 498-2017-GRT, OSINERGMIN indicated, “The amounts collected for CASE were transferred to a trust in US dollars, for which it was necessary for the Trustee to carry out exchange transactions from soles to US dollars at the exchange rate on the transaction date. This exchange situation, together with the payment of the ITF tax and the administrative expenses for the fund management, has resulted in an imbalance between the nominal values transferred to the trust and the values that will be obtained from the exchanged amounts deposited that are necessary to make the refunds”.
“I am a tenant and the holder of the service is the landlord, but I have been paying for the electric service. What procedure should I carry out to receive a refund?”
As established in the procedure, regulated customers will be refunded through the electricity bill for the month following the month in which OSINERGMIN approves the amount to be refunded. The only exception applies to ownership changes made from May 2015 to date. In such cases, the refund will be made by submitting the payment voucher:
- If you are a Residential Customer (A5-size electricity bill), visit any of our Service Centres.
- If you are Major Customer or State Institution (A4-size electricity bill), contact your Commercial Executive.
“I am a tenant and I have been paying for the electric service, but I did not make the change of ownership immediately. How can I recover the amount corresponding to the months in which that landlord was the holder of the service?”
In cases of change of ownership made from May 2015 to date, refund will be made by submitting the payment voucher.
“If I do not currently have power supply, what is the procedure to receive the refund?”
If currently you have no supply, the refund will be made via bank transfer or non-negotiable check. To know the exact amount, you can visit our website. To obtain the refund you have submit the following documents:
- For natural persons: ID (of the holder of the service).
- For legal persons: Power of attorney and ID of the legal representative of the company holding the service.
In both cases, you have to fill out the form that will be provided to you at our Service Centres or by your Commercial Executive (for Major Customers) and sign it.
“My company has been liquidated (there is no enabled account and the company name was written off), but I have the payment vouchers. Am I entitled to receive the CASE refund? What documents do I have to submit?”
If there is no supply service and the holder is a legal entity that no longer exists, it will not be possible to make the refund, since the refund corresponds to such legal person. It should be noted that the amounts that cannot be refunded will not be in Enel's possession but they will be disposed of as provided for by the applicable legal framework.