Many people need to contact Coelba for a variety of reasons. At this point, the company's customer service channels may not work or may not solve the customer's problem.
Coelba provides a toll-free number for customers to contact. The number can be used for both commercial matters, such as late bills and changes to registrations, as well as for emergencies.
If there is a power outage in your house or on your street, you can contact Coelba by calling 0800 071 0800.
Likewise, this telephone number allows you to contact the company to resolve financial and document issues that often cause doubts among users of the services.
Other Ways to Contact Coelba
In addition to using the 0800 number, customers have several other ways to contact Coelba's customer service. Often, a single call is not enough to resolve some problems, and so consumers seek more effective means of communication.
Coelba: contact via the website
It is important for customers to know that several Coelba services can be performed directly on its website, through the following address:
Through the Coelba website it is possible to do, among other services, the following:
- New Connection Request
- Request a second copy of the Membership Agreement
- Check debit
- Request invoice by email
- Request payment by credit card
- Report a power outage
- Schedule the appointment
- Make reconnection
- Request consumption history
These are just some of the services that can be performed on the Coelba website, with many other services available to consumers.
Coelba: contact by phone
As we have already informed above, you can contact Coelba by telephone 0800 071 0800, and through this channel it is possible to solve several problems in a simple and quick way, without much complication.
Coelba provides commercial and emergency services throughout the state of Bahia, 24 hours a day. This is the service most sought after by customers. Aneel Resolution 414 of September 9, 2010 – General conditions for the supply of electricity.
The call can be made from landlines and cell phones.
Other Coelba Contact Numbers
- Emergency/Commercial Service | 116
- SMS Power failure | 26560
- Hearing or speech impaired | 0800 281 0142
- Service outside the concession area | (71) 3281 7951
Complaints Against Coelba Services
Unfortunately, we know that on a daily basis, customers of this energy company face several difficulties due to errors and complications in service.
People usually complain about undue cuts, extra amounts on their bill, delays in reconnecting the power, among other problems faced with Coelba's service.
At this time, it is common for consumers to look for ways to register a complaint against the company, either by registering with the distributor's Ombudsman or through consumer protection agencies.
Therefore, it is important to keep in mind that, before seeking out sectors outside of Coelba to make a complaint, it is important to first contact the company's Ombudsman, where in most cases the problem can be resolved.
Coelba Ombudsman: how to get in touch?
GET TO KNOW THE COELBA OMBUDSMAN'S SERVICE CHANNELS:
* Internet: Ombudsman Portal – Click here and access.
* Call center: 0800 071 7676
Opening Hours: Monday to Friday: 8am to 6pm
* WhatsApp: (71) 99957-8602
Opening Hours: Monday to Friday: 8am to 12pm and 1:30pm to 5:30pm
* Correspondence: Send letter to Av. Edgar Santos, 300 – Block A3, 3rd Floor
Narandiba, Salvador- BA – CEP: 41181-900
* In-person Service: Coelba Headquarters Building – Ombudsman Room – Ground Floor (By appointment through other Channels).
Making a Complaint to ANEEL
Consumers often file complaints with the ombudsman and on the Coelba website but do not receive a satisfactory response to their demands.
Even if you register everything correctly there and report your complaint, many electricity companies simply fail to fulfill their responsibilities, which leaves the consumer with no other option than to file a complaint with ANEEL.
See how to make a complaint to ANEEL
What is ANEEL?
ANEEL is the National Electric Energy Agency, and is an extremely important body for the sustainable development of the electricity sector in Brazil. ANEEL carries out several activities to ensure that the electricity sector develops in a balanced way and for the benefit of society.
We can say that one of the most important functions of this agency is precisely to monitor public and private electricity supply services.
Therefore, if you had any problem that Coelba did not resolve through its Ombudsman, ANEEL may be contacted through one of your means of contact. See the ways:
- telephone 167 (Monday to Saturday, 6:20 am to midnight)
- form on the Aneel website
- online chat (Monday to Saturday, 8am to 8pm)
Remember to have your energy bill and the protocol numbers already provided by the distributor on hand.
The purpose of the website I found a cell phone is always keeping you well informed about everything.
Other Channels for User Complaints
Sometimes, conventional channels for resolving consumer problems are not enough, so it is necessary to resort to other means, always with the aim of seeing the issue resolved with Coelba or any other company.
At this point, the consumer always asks himself: what other complaint channels do I have at my disposal?
For this reason, it is important for you to know that you can count on Procon, the website Reclame Aqui or even, in some cases, with the Common Justice.
What to do about reimbursement for appliances in a power outage?
Most consumer complaints involving COELBA are precisely about the reimbursement for burned devices in cases of power outages.
Unfortunately, power outages are very frequent and when they happen, they damage and burn out several electronic devices, especially the more expensive ones, such as refrigerators and televisions.
In these cases, it is common for the consumer to contact COELBA with the aim of requesting compensation for the loss caused by the system failure.
But after all, do you know what your rights are in these cases and how to act?
According to article 22 of the Consumer Protection Code, energy distributors have the duty to provide adequate and safe services to consumers.
In cases where companies fail to comply with the rule, causing devices to burn out, for example, they are obliged to pay the consumer for the damage caused.
The consumer has a period of 90 days to make the payment request and the company must inspect the damaged equipment within ten days.
After the inspection, the energy distributor has another 15 days to inform the consumer of the results of the inspection.
After the inspection result, if the problem is confirmed, within 20 days, the company must repair, pay in cash or replace the burned-out device.
Therefore, if you have had any device damaged, try to contact COELBA through one of the channels provided in this article as soon as possible.
If your problem is not properly resolved, you can still file a complaint with PROCON or ANEEL. Don't waste time, seek your rights!
What is the deadline for a power cut due to non-payment?
We know that Brazil is currently experiencing a difficult time. With an economic crisis that never ends and unemployment at an all-time high, people are facing financial difficulties.
Therefore, it is not uncommon for there to be delays and even non-payment of some bills, such as the COELBA energy bill.
When this happens, it is common for consumers to be concerned about a possible power outage, something that is very likely to happen.
For this reason, it is important for you to know that there is no specific number of bills or days late in the law that would allow the suspension of the energy supply.
In this way, the energy distributor can even count the electricity of a consumer with just one overdue bill.
However, for this to actually occur, prior communication is required. of at least 15 days.
Therefore, if COELBA or any other energy company cuts off the electricity to a home or commercial establishment without prior notice, it will be obliged to pay compensation.
Even if the Account is in arrears, the obligation in this case is to provide prior notice.
Social Electricity Tariff: see if you are eligible!
The social electricity tariff is a Federal Government program that aims to benefit low-income families in Brazil.
The benefit is achieved through a reduction in the energy tariff by a percentage of up to 65%, depending on the case.
This program was established by Law No. 12;212/2010.
If you want to know whether or not your family has this right, we have prepared a complete article about this program. Find out everything about the Social Energy Tariff by clicking on the Link.
How to make a complaint to Procon
We hope that your situation with COELBA does not reach this point, but it is not uncommon for people to make complaints to PROCON about the service provided by energy distributors.
Unfortunately, in Brazil, companies still insist on disrespecting consumers' rights, and when this happens, there is no other way out than to seek out your rights.
PROCON is the acronym for Consumer Protection and Defense Program. It is a foundation created to solve problems between consumers and companies.
Therefore, if you have had any problems involving COELBA, filing a complaint with PROCON may be an alternative.
This foundation has a direct link with the Department of Justice, thus, it is a highly regarded institution within the Brazilian State, and is able to resolve the most diverse problems involving energy distributors.
It is important for you to know that PROCON is present in all Brazilian states, precisely to better meet the demands related to compliance with the standards of Consumer Protection Code.
The primary objective of this body is precisely to prevent abuse by companies in their relationships with their customers, always intervening when necessary.
As provided for in the Consumer Protection Code, PROCON and other entities that were created to protect consumers make up the National Consumer Protection System.
If you want more information about PROCON in Bahia, access here.
Procon: What is it and how can it help you?
Procon is an institution focused precisely on consumer protection. And this is the result of movements since 1840, in the first Commercial Code.
But Procon, as we know it today, is the result of a partnership with the Department of Justice, which has a Procon unit in each state of the country.
The first Procon, however, appeared in 1976, in the city of São Paulo. Initially, Procon was called the Executive Consumer Protection Group.
With the Consumer Protection Code, in its 1990 edition, the activities of Procons spread throughout the country only became stronger.
Procon's objective is to ensure that companies, large or small, national or multinational, comply with current commercial laws.
In this way, illegal, deceptive or fraudulent activities can be monitored and corrected, thus ensuring a fair market for consumers.
Procon and the consumer protection code
Thus, Procon is based on the Consumer Protection Code, which governs commercial relations throughout the country.
This code discusses very important aspects for consumers, such as:
- Delivery time
- Product not delivered
- Misleading advertising
- Warranty Information
- Abusive practices
- Product liability
- Right of exchange
- Among other basic consumer rights
Some states, such as Alagoas, for example, provide an explanatory booklet with a given point in the Consumer Protection Code. To access this booklet, just click this link.
Therefore, all analyses and assessments are based on this consumer protection document, regardless of where the consumer lives. This is because the CDC, like the Consumer Protection Code, is valid throughout the national territory.
What is Procon for?
Now that you know what Procon is, you need to understand what it is for!
However, it seems that the information has already become clear in the previous topics. As the name of the organization suggests, the idea of Procon is to protect consumers from abusive practices, including those of Coelba!
But to do this, you need to contact the agency, file a complaint against Coelba and present your report. But how does this work? That's what you'll learn in the next topic!
How does Procon work?
What not everyone knows is that you can contact Procon before even purchasing a product or service! That's right! You can contact Procon even before signing a contract.
Procon, via telephone, can clarify some of consumers' doubts and thus avoid a bigger headache in the future.
If you have any questions, you can contact Procon's electronic service, which is available on number 151.
Another alternative, if you prefer, is to go to a Procon office in your city or the one closest to your home.
In São Paulo, for example, there are Procons in different neighborhoods. Some of them, for example, have appointments scheduled in advance, on the same day.
In other words, you will go through a screening process with an attendant, who will evaluate your case. Depending on how it goes, you will receive a password to return at the established time.
What can be reported to Procon
Any abusive or illegal activity by Coelba can be registered with Procon through a complaint, report or demonstration.
Once your right has been threatened or violated, you can contact Procon.
You can rest assured that, in these cases, consumer data is fully protected and is not disclosed to the reported company or anyone else.
The main complaints to Procon are:
- Related to telephone services (fixed or mobile)
- Credit cards and negative name
- Problems with Cable TV Companies
- Non-delivery of products on the established date
How to file a complaint with Procon
Now that you understand what Procon is, the next step is to understand how to file a complaint with Procon.
The first step is to check which Procon unit is in your city and/or state.
Before going there, however, it is a good idea to gather all the documents you have regarding the complaint. Among them, you can use:
- Invoice
- Receipt
- Conversations via email or prints
- Protocol numbers
- Contracts
- Photos of the product if it arrived defective or broken.
If you deliver the conversations, the ideal is to deliver them printed to Procon. Therefore, arrange for the printing.
Another thing you should do before contacting Procon is to try to resolve the issue directly with the seller and/or the store supplying the product through the ombudsman and customer service.
In general, contact information is available on the website's contact tab or at the bottom of the page. You can contact Customer Service (SAC).
If the company does not resolve the issue amicably, then the next step is to deliver these documents to Procon and register the complaint.
Don't forget to present this documentation with an identification document such as ID, Passport or Driver's License and CPF.
Check it out, on the Procon SP website, details of each stage of the complaint.
How to file a lawsuit in small claims court against Coelba
In some situations, another option is to file a lawsuit in small claims court against a company and even request moral damages.
To file a lawsuit in small claims court, you do not necessarily need a lawyer. In other words, you can file the lawsuit yourself!
The first step is to gather all the documentation and go to the Court in your city. Everything that happens in the first instance is free.
On the other hand, if you need to appeal, then you will need to pay for it and you will also need a lawyer.
The compensation is limited to 40 minimum wages. In general, lawsuits take up to 120 days to be heard. If the person wins, the next step is to enforce the sentence.
