Frequently Asked Question
Do you have any queries? Check if we can help you before sending us a message.
Invoices of up to R $ 50.00 are zeroed and the amount is passed on to the next month's billing, without any increase.
· How do I know if I am participating in the project?
You will receive a message in your energy bill stating that you will not have to pay that month.
· How to know the value of the month's account?
The total to be paid is zeroed, but the month's account amount appears as "balance for future payment".
· How do I know I should not pay in that month?
The barcode is not printed.
· How can you cancel?
If you do not want to receive the invoice in this way and wish to make the payment, you can contact our service center, store1. Small Values Project
The Bimonthly reading occurs when the reading is taken at your home every 2 (two) months.
Quarterly reading occurs when the reading is collected at your home every 3 (three) months).
The Plurimensal Reading occurs when the distributor performs the reading collection with intervals of up to twelve (12) consecutive cycles. Pursuant to Article 86 of the Normative Resolution of ANEEL. At Enel we have three types of billing: Monthly (Rio and Ceará), Bimonthly (Ceará) and Quarterly (Rio).
Important: This mode of reading only happens in rural areas.
The reader did not come, how will my energy bill be billed?
In the month that there is no visit from the reader, your account will be billed based on the average consumption of the last 12 months or the reading informed by you.
In Rio: If you are located in rural area, your billing will be quarterly. In this way, the reader will appear at the consumer unit to collect the reading at three (3) month intervals.
How does self-reading work?
In Rio: reading can be provided only on the day of its collection, according to the distributor's reading calendar. To know this date, just check your last invoice and see the date the reading was taken.
When power fails, what should I check before requesting service?
Scheduled shutdown: Have you received any notice informing you about interrupting the power supply to perform maintenance or repairs on the electrical network?
Is the lack of light isolated, affecting only its consumer unit, or is the supply interruption widespread, affecting the entire building or neighborhood, for example.
Internal Installations: Are Keys and Circuit Breakers Working Properly?
If you identify that the problem appears to be widespread, please inform the distributor through the service channels, on the website, applications, social networks and SMS (free of charge with the word LUZ + customer number without digit for the number 27389).
Who is responsible for public lighting?
The maintenance of the operation of the Public Lighting Network until the point of delivery is the responsibility of the municipal municipalities. They are directly responsible for the replacement of lamps, luminaires and other equipment and materials that make up the point of illumination.
How can I tell Enel that a street light is on during the day?
You can notify the site or call the Relationship Center at 0800 28 00 120 (the call is free).
The program is an incentive for the population to adopt selective garbage collection in their homes, providing, instead, an alternative to contribute to the payment of energy bills with the use of collected waste. Indirectly, the program provides the generation of income for the population, which could use the resources saved for other purposes.
How do I participate?
Just be an Enel customer and take your energy bill to any of the collection points or Call Centers and make your card. You will receive it on time.
Which waste can be recycled with Ecoenel?
Paper, white paper, cardboard, mixed paper (magazines), notebooks (without cover), books, packaging tetra park (milks, juices and chocolates), iron, beer can, soda can, irons in general, wires, nail , car battery, lead, glass, glass bottle, beer bottle, soda bottle, glass cup, Nescafe packaging, mayonnaise packaging, plastic, bottle of soda (pet), detergent pack, sanitary water bottle , margarine wrap, plastic cup and cooking oil.
It’s a social project focused on the efficient use of electric energy, which exchanges refrigerators of the population inserted in the Low Income program.
Who can participate?
People enrolled in the low-income social rate and who are up to date with the energy bill.
Is registration free?
Yes, the application is completely free.
What do you need to attend?
Identification document of the holder of the energy bill, the last two invoices properly paid and a refrigerator in bad condition. It is still necessary to belong to the low-income social tariff.
When Enel Distribuição performs electrical grid improvement or expansion works that require interruption of the energy supply, we inform all customers in the affected area in advance so they can plan ahead and avoid inconvenience during the time when supply is interrupted.
Without previous notice, maintenance can be delayed or even be cancelled for technical reasons, for worker safety and due to bad weather.
Important: for your safety, we recommend that eventual repairs in internal electrical installations or equipment are always performed with the main switch of the consumer unit turned off, as the energy supply could be re-established ahead of the predicted time.
I recently rented or bought a property, how should I proceed to put the energy bill in my name?
The service can be requested by the site, in the "Quick Access"> "Exchange of title" .The target consumer unit of the exchange can not have debt billed. To check if the unit has debt, just be in possession of the customer number and of the current owner's CPF. To request the exchange, the applicant must be in possession of the necessary documents and the reading contained in the meter on the date of the request. With this reading, we will make a calculation of the consumption between the date of last reading and the date of the request and we will send the invoice by email for payment. Once payment is made in our system, we will make the exchange.
Required Documents: Copy of the RG or official document with photo, CPF or CNPJ.
Who can apply: Anyone over 18 who does not have outstanding debt at Enel.
What steps should I take to make the input pattern?
Step 1 - Installing the carton
Place the measuring box on the outside of the building, at the edge of the public road, externally or semi-assembled (if it is an iron box with a transparent cover). The underside of the box should be at a height between 1.40m and 1.60m of the floor ready.
Step 2 - Installation of the pontalete
Put it on the wall, inserting at least 60cm. The outside should measure a maximum of 1.20m.
Step 3 - Concentric input cable - This is with Enel
Enel will secure the concentric cable on the outside of the wall with stainless steel cable ties. The driver must enter the measuring frame on the left side. The measuring box has holes in the sides that should be visible. The concentric cable is the extension cord from the external power supply and is supplied by Enel
Step 4 - Output cable
The internal electrical installations (the cables *) of your property must go to the Enel measuring box.
(*) - They are the cables that go from the measurement box to the installation of the property.
Step 5 - Install Protection
Fasten the protective circuit breaker (quick-lag) according to the installed load. The maximum amperage of this circuit breaker is 40 amperes (40A)
Step 6 - Grounding
Install the rigid or flexible type conduit (the latter built-in) on the wall, going from the measuring box to the grounding rod. Finish the copper or zinc plated grounding rod and insert the copper wire (at least 4mm2) from the stem bolt into the carton, leaving 20cm left in the carton.
Step 7 - Grounding
Secure the ground wire securely to the ground rod screw connector. Connect the other end of the ground wire to the screw attached to the measuring box.
What are the measuring boxes authorized by Enel?
Maximum care must be taken when acquiring a measuring box, as Enel will only serve the services whose facilities comply with the technical and normative specifications of the company.
Installation of a meter in a new low-voltage consumer unit for commercial and residential customers, with installed power of up to 75 kVA.
Conditions: The Applicant may not have an outstanding debt with Enel, must be older than 18 years old (except in cases of emancipated minor) and there must not be another active meter installed in the same residence.
· Applicant: National Insurance Number, Identity Card or another type of photo ID.
· Partner: Company registration number, Articles of Incorporation or latest amendment.
· Condominium: Condominium Convention and minutes of appointment of the manager
· Kioks, newsstands, signs or similar: business licence issued by Mayor’s office.
· Religious Institutions (Churches): Articles of Incorporation of the religious entity registered at a titles and documents notary, notarised minutes of the election of the current board of directors, National Insurance Number and Identity Card of elected member on the minutes to the Church’s board.
Where to request: Customer Service Stores.
Timescale: Three working days for the inspection and two working days for the service execution.
The electricity bill by e-mail is a free, practical and very safe service, as it keeps your information confidential by delivering the bill only to the e-mail address nominated by you.
Important: always keep your record up-to-date with an address and don’t forget to add our address to your favourites, to prevent our notices from falling into your spam folder.
Avoid letting our communications end up in your spam folder. Add the sender firstname.lastname@example.org to your favourites.
Tariff Adjustments happen annually, taking place always on the anniversary of the concession contract. That is why Enel’s distributors have different dates for the undertaking of their respective adjustments. The adjustment aims to transfer on non-manageable costs and monetarily update manageable costs.
The Tariff Review happens every four years, on average, with the goal to preserve the economic and financial balance of the concession.
The Extraordinary Review can happen at any time, from proven significant changes to the concessionaire’s costs and/or change or termination of taxes and charges subsequent to the signing of the contract that impact the company’s costs.
The continuity indicators are considered by the Brazilian Electricity Regulatory Agency (ANEEL) in evaluating the quality of supply of energy distributed to consumers and the performance of the national electrical system.
These indicators appear monthly in your energy bill. Understand what each of them means:
· CIIDI (Customer Individual Interruption Duration Index): Time interval in which, during the calculation period, there was discontinuation of electricity distribution in each consumer unit or connection point.
· CIIFI (Customer Individual Interruption Frequency Index): Number of interruptions occurred, during the calculation period, at each consumer unit or connection point.
· CMCIDI (Customer Maximum Continuous Interruption Duration Index): Maximum continuous electricity interruption time at a consumer unit or connection point.
· CCDIIDI (Customer Critical Day Individual Interruption Duration Index): Corresponds to the duration of each interruption occurring at a critical day, for each consumer unit or connection point.
How do I check my debit on the site?
You can check your accounts open in the Virtual Agency, in the option of online services, debt summary. You can also check your debt through the Enel Application for iOS and Android.
How do I pay debit instalment?
In order to install it, it is necessary to have at least two invoices and one of them must be at least 60 days due (classes: Rural, Residential, Low Income and Ex Low Income). The instalments of the invoice amount can only be requested by the holder or legal representative. You can request the pre-approved instalment by our Virtual Agency and our service shops.
How can I report a fraud?
You can report a cheat (cat) through this site, under the "Report / Fraud" option or by calling the Relationship Center for free at 0800 28 00 120.
The programme offers discounts on energy bills, which can reach up to 65% compared with the regular residential tariff.
Who is entitled to the discount?
- Families enrolled in CadÚnico, with monthly family income of up to half a minimum wage per person;
- Families enrolled in CadÚnico with monthly family income of up to three times the minimum wage, with person suffering from an illness or pathology which treatment requires devices connected to mains power.
- Recipients of the CPB (Continuous Provision Benefit): elderly or disabled people with family income up to 1/4 of the minimum wage.
- CPF, Identity Card or another type of photo ID, NIS (Número de Inscrição Social, or Social Security Number) or NB (Número do Benefício, or Benefit Number), Electricity bill.
- Indigenous people or Quilombolas: if they have no ID or CPF, the customer must present the RANI (Registro Administrativo de Nascimento Indígena, or Indigenous Birth Administrative Registration).
- Vital Customer: as well as the documents mentioned above, the customer must present a copy of the medical report proving the need for the use of devices constantly connected to mains power.
Where to request: Stores, Facebook e Twitter.
- Customer who don’t have the Social Security Number (Número de Inscrição Social, NIS) can register with CadÚnico.: all you need to do is visit the nearest Welfare Reference Centre (Centro de Referência de Assistência Social, CRAS).
- Don’t forget to keep your CRAS record up-to-date: failure to update registration details for over two years will cause the loss of the Social Tariff benefit.
- Check your energy bill to find out if you´re already registered for the benefit.
- The benefit will be granted as soon as the information is updated on the official basis MDS/CadUnico.
What should I do when I have people in my household who use electrical equipment vital to life?
The account holder or family members must register the person in need in any of the service stores, presenting the medical certificate that proves the need to use essential equipment to life, containing the following information:
Name of patient;
Type of equipment being used;
Period of use;
For your convenience, we offer several services through our Virtual Branch, such as: duplicate bill, communicate bill payment, reconnection, change postal address, change due date, check and pay open debts with the distributor in instalments.
You can also request services through the Enel App, available for Android and iOS, via our social channels, Customer Service Centre or at the service store closest to you. Via SMS you can communicate Lack of Light (sending text lack of light + space key + customer number without the digit to the nº 27389).
You can also use the Customer Service Centre or look for a Service Store close to you. Some stores offer service by appointment, which can be scheduled via the Enel site or through the Customer Service Centre
How can I choose the best due date for my account?
You can choose one of six payout options: 01 - 05 - 10 - 15 - 20 - 25 of each month. Access the Virtual Agency on the website, click the menu and "request services", then select the option to change the expiration date.
You can also call the Relationship Center for free (0800 28 00 120). Remember to have your CPF and ID on hand.
The change in the due date can only occur after the 12 (twelve) month period of the last change.
How do I sign up for automatic debit?
Who puts the energy bill in automatic debit has many advantages: no queues, interest or late fees. As usual, you will receive your account in advance for conference and monitoring of your consumption.
To register the account in the automatic debit access the website of your bank and remember to have in hand an electricity bill, CPF, and the bank card. Once registered, enjoy the comfort and convenience of automatic debit.
How can I pay my bill online?
Just go to your bank's website, sign in with your agency and account, and select the "payments" option.
I am vacating a property, what should I do to request a contractual closing?
When vacating a property, you can contact us through the Relationship Center, on 0800 28 00 120, or attend one of our service shops, with the following information:
Originals of the Individual Taxpayer's ID (CPF) and identity card (RG), or in the absence of the latter, original of any official document with a photo valid throughout the national territory; Current meter reading.
The distributor will provide a final consumption energy bill and you must request contractual termination.
How can I request a duplicate of my energy bill?
For your convenience, this service is offered on the Internet at the main page of the Enel website. Just tell us your customer number and the CPF or CNPJ.
What is the customer number?
É o seu número de identificação na distribuidora, que consta em nossos cadastros e pode ser encontrado na sua conta de energia elétrica. Sempre o tenha em mãos para atendimento em nossos canais.
How can I register to use the Virtual Branch?
It is very easy; just click on “I am not registered” and fill in the fields CPF, customer number (available on the electricity bill) and e-mail. Create a password with at least 5 characters and type it in again in confirm password. Check if your details are correct and click send.
You will receive a message at the e-mail address provided at registration. Click on the link to confirm your registration and access the online services of the Enel Virtual Branch.
Can I manage more than one consumer unit with one single e-mail address?
Yes, all low-voltage accounts with the same account holder can be accessed through a single registration. To access this resource, go to the Virtual Branch and click on “Update Registration” > “Grouped Customers” > “Customer Inclusion/Exclusion”. Select the consumer units you would like to group and click on “Save”.
For the update to be validated you will need to disconnect and log into the Virtual Branch again.
I used to accessed the old site, how do I access now?
Access to the online services in the new Enel Distribuição portal is carried out in the same way, by email and password. For this, you need to register your email and create a password or use the same password as before.
I forgot my access password, how to access the site?
Just click on "I forgot my password" and inform the email, that Enel will send a message with your new password to the registered e-mail.
How can I change my password?
You can change your password after your login by clicking the "change password" option.
How can I change my registered email address?
You can change your e-mail after your login by clicking the "change e-mail" option.