How to make a complaint to Aneel?
Aneel It is a regulatory agency of the federal government. Its main responsibility is to regulate the distribution of electricity in the country, and consequently to supervise companies operating in this sector.
Founded in 1997 and located in Brasília, Aneel is the regulatory agency to which you should direct any complaints regarding to companies in the Brazilian electricity sector.
So if you go through any headache with the Cemar, Enel, Energisa, Light, Coelba, or any other energy distributor and are unable to resolve your problem with the company's ombudsman, formalize a complaint with Aneel.
Among the main energy distributors in Brazil today, we can highlight the following:
Complaint to Aneel: when to do it?
If you have requested a service from your electricity company and have not received a response, or if the response you received was unsatisfactory, you should contact the ombudsman of the electric power company.
That's right! Before making a complaint to Aneel, you should try to resolve the problem with the energy company.
Did you not receive adequate assistance through regular channels, did you file a complaint with the electricity company's ombudsman and the problem still wasn't resolved?
Well, in this case the best thing to do is to contact Aneel – National Electric Energy Agency.
How to file a complaint with Aneel?
Now it's easy! Aneel has three service channels for consumers to file a complaint. Check out the means by which you can file a complaint:
- Call number 167;
- Fill out the form on the Aneel website via the link http://bit.ly/2V5znu9;
- Chat online via link http://bit.ly/2PStuzn;
Remember: only file a complaint with Aneel after trying to resolve the problem with the energy company.
To complain to Aneel, you must have the service protocol from the electricity company's ombudsman, so it is not possible to skip this step.
You still have the option to enter the Aneel Fan Page on Facebook and make a comment on any subject related to your request.
I have a problem related to the electricity in my house. What should I do?
As we have seen, any problem related to the distribution of electricity must first be dealt with by the energy distributor in your region.
Request support from the company
So, in case of problems, the first step is request assistance from the energy company. Companies usually have several ways for customers to request assistance: telephone, text message, email, website, among others.
After requesting assistance, wait for the company to resolve the problem. The company must provide assistance in accordance with Aneel's deadlines.
Contact the company's ombudsman
If the energy distributor does not respond to your request within a reasonable time, contact the ombudsman. This is the second level of service, i.e., if there was no service or if the service was unsatisfactory, you should contact the company's ombudsman.
From this moment on, the company will have a new deadline to respond to your request.
Register the complaint with Aneel
This is the last resort for customer service. It should only be used if the customer is unable to obtain service through the usual channels or through the company's ombudsman. To file a complaint, use one of the methods listed in the topics above.
If you already have the ombudsman protocol and the problem persists, don't waste time: contact Aneel immediately!
Other means of Complaint
It is very unlikely that ANEEL, once called upon, will not resolve the problem together with one of the companies in the energy sector.
However, if this happens, you still have other ways to make your complaint.
To demand your rights you may need to go far, so it will depend a lot on your willingness and patience.
Among the alternative forms of complaint, we can highlight the following:
- Procon
- Small Claims Court
- Complain here website
- Common Justice
This way, depending on the availability of the aforementioned bodies in your city, you will be able to seek your rights.
We know that for people living in the countryside the range of options is significantly reduced, while consumers in large cities have a wide protection network at their disposal.
Choose the one that best meets your needs and go ahead in the pursuit of your rights.
