Enel Distribution Sao Paulo is one of the largest distributors of electrical energy in the world. If you live in the São Paulo region, there is a good chance that you are using the services of this company in your home or business.
At the moment, the Enel group provides its services in 34 countries. In Brazil, the group is present in the states of São Paulo, Goiás, Rio de Janeiro and Ceará.
Eletropaulo is now Enel
Many people still know this company by the name Eletropaulo. However, after it was acquired by the multinational Enel, the company changed its name to Enel Distribution Sao Paulo.
Customer service channels
In this article, we will discuss the main service channels provided by Enel São Paulo to resolve citizens' problems, such as issuing a second copy of an invoice, reconnecting energy, power outages, among others.
The company offers consumers four forms of remote service: by telephone, by SMS, via the Enel website and app.
In addition to these, there is also the possibility of going to one of the stores in the Enel In-Person Service Network, where the customer can ask questions and resolve their issues in person.
Company telephone numbers for 24-hour service
If you wish to speak to an attendant, see below the main Enel telephone numbers according to your needs:
- 24h commercial service: 0800 72 72 120;
- 24-hour service for the hearing impaired: 0800 77 28 626. This phone It is intended only for hearing impaired people who require emergency care;
- 24-hour Emergency Service: 0800 72 72 196. This telephone number is intended for emergency assistance, such as reporting power outages or wiring problems.
- Commercial service outside the concession area: (11) 2195-2734. Intended for Enel customers who are outside the service concession area.
- Emergency service outside the concession area: (11) 2195-2758. Intended for emergency assistance for customers who are outside the service concession area.
It is worth noting that the customer will not always need to make telephone contact. Fortunately, the company has a wide range of customer service channels, eliminating the need for to call Enel's phone number.
As we will see below, many of the needs can be met by simple text messages, through the company website or even through the application.
Easy Torpedo: talk to Enel via text message
Through this service channel, the user will be able to access the following services:
- Issuing a second copy of an invoice: send the word ACCOUNT followed by your installation number;
- Report a power outage: send the word LIGHT followed by your installation number.
The torpedoes must be forwarded to number 27373.
This is a huge convenience, as issuing a second copy and reporting a power outage are the main reasons users get in touch with Enel.
It's even simpler than making requests through the website. All you need to do is send an SMS with a single word to make your request.
Solve your problem through the website – without speaking to an attendant
Knowing that most consumers prefer to avoid telephone service, ENEL provides its customers with access to the Online Agency.
Using this tool, you can solve some of the main problems without having to contact us by phone.
If your problem cannot be handled through Torpedo Fácil, access the Online Agency.
The platform is very intuitive and makes it very easy for consumers to contact Enel. The services offered by the company through this channel are:
- Duplicate electricity bill
- Request reconnection
- Negotiate debts
- Report a power outage
- Change owner
- Check the locations for paying your bill
Therefore, if your need is related to any of these issues, there is no need to call ENEL: you can resolve everything online!
To access this platform, click on the link http://bit.ly/enelvirtual
Enel App
To increase user satisfaction, Enel has made the app available to Android and iOS users. application Enel São Paulo. Through the app, it is possible to make most of the most frequent requests, such as:
- Change owner
- Cancel contract
- Change invoice address
- Register direct debit
- Request facilities
- Claim compensation
- Report fraud
- Track requests made
Download the android version here
ENEL Ombudsman of the company in case of complaint
To file a complaint, the customer can use all the methods mentioned above, with the exception of Torpedo Fácil – as it is exclusively intended to report a power outage and request a second copy of the energy bill.
In addition to the above, the company has a specific telephone service channel for the ombudsman.
By calling 0800 72 73 110 The customer can make a complaint directly to the Enel ombudsman.
If you prefer to make a complaint through the website, you can use the link http://bit.ly/2DTxOtB.
In-person service network
For those seeking in-person service, it is possible to go to one of the stores in Enel's In-Person Service Network. There are 30 stores spread throughout the company's service concession area.
The addresses can be found at the link http://bit.ly/2DRT0QI.
Enel on social media
You can also contact Enel through social media. See the company profile on each of the main networks below.
- Facebook: Click here
- Instagram: @enelbrasil
- Twitter: @Eletropaulo – @EnelClientesBR – @EnelBrasil
Problems with ENEL: How to Solve?
Unfortunately, we know that it is very common for customers to have problems with ENEL, such as delays in reconnecting the power after paying an overdue bill.
When errors occur on the part of the energy distributor, it is necessary to contact the ombudsman or the customer service department, always seeking to resolve the problem.
In any case, it is important for consumers to know that they can make a complaint to an external inspection agency if ENEL fails to comply with any rule.
This is what ANEEL is for, which we will talk about a little more below.
What is ANEEL?
ANEEL is the National Electric Energy Agency, and is an extremely important body for the inspection of electricity distributors in the country.
ANEEL carries out several activities to ensure that the electricity sector develops in a balanced manner and for the benefit of society, always respecting the consumer and their rights.
Therefore, if you had any problem that ENEL 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.
See also: coelba phone
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.
What to do about reimbursement for appliances in a power outage?
Most consumer complaints involving ENEL 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 ENEL with the aim of requesting compensation for the loss caused by the system outage.
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 ENEL 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.
As a result, it is not uncommon for there to be delays and even non-payment of some bills, such as the ENEL 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 ENEL 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.
How to make a complaint to Procon
We hope that your situation with ENEL 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 ENEL, 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 at São Paulo, access here.
