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FAQs

Facilities for the self-employed, SMEs and companies affected by Covid-19

Due to the state of alarm declared because of Covid-19, extraordinary measures were established to help the self-employed, SMEs and companies. The state of alarm ceased to be in force on 21 June 2020.

Endesa was with you in difficult times. A global action plan was designed and the Endesa Te Ayuda Plan was launched with special discounts and personalised advice.

A series of measures were deployed tailored to different needs, depending on the size of the company or business. The measures applied solely to the supply contract for professional or business premises.

1.   Deferred bills

  • This measure applies only to SMEs and the self-employed.

To defer payment of electricity and gas bills for the duration of the state of alarm.

The requirements were that the bills were for premises where the economic activity is carried out and that they related (either totally or partially) to the period of the state of alarm.

Bills continued to be issued but were not collected. After the deactivation of the state of alarm (21 June 2020), the total amount for deferred bills was divided into 6 parts and these sums will be collected monthly for the following 6 months (June-November 2020).

Remember that, while you have pending payments, you will not be able to change electricity or gas company. 

2.   Reducir la potencia

  • This measure applies to the self-employed and companies (regardless of size)

To lower the electrical power to adapt it to needs as they were during the state of alarm. To this end, we advised specifically on how to reduce your power rating.

After the state of alarm (21 June 2020), it is possible to raise your power rating again. This procedure has no cost if it is done before 21 September 2020 and if the originally contracted power is not exceeded. 

If you do not exceed the power rating that you originally had, the authorisation procedures will not apply to installations over 20 years old. But if you exceed the originally contracted power rating, you may have to apply for an Electrical Installation Certificate (C.I.E.) with the associated costs.

It is recommended you undertake these changes after a technical study has been carried out to identify your power needs in order to guarantee your basic facilities (all the equipment that must remain active even if the business closes or its activity is greatly reduced).

How to increase the power rating again

If you reduced the power rating, and you have to increase it again, remember that you will have to do so:

  • With the same marketer you had when you requested the reduction.
  • With the same contract holder.

This way you make sure you avoid the power increase costs, as they are eliminated through this facility.

You can request a free increase in your power rating by following these simple steps:

1.     Access your Endesa Customer Area.

2.     Click on the “Manage Settings” section, select “We will help you” and click on “Query”.

Tell us the reason

3.      Select "Covid-19".

4.      Click on "Increase power rating".

For which contract?

5.     Choose the contract for which you want to make the request.

Provide a detailed explanation

6.     Write a short description and end your request by clicking on "Submit request".

The Endesa Customer Service team will inform you of the status of your request. You can also do this through the other Endesa Customer Service channels.

Endesa Customer Area Screen: How to return to the previous conditions

3.   Flexibilización de contratos de gas natural

Changes to natural gas contracts

  • This measure applies to the self-employed and companies (regardless of size).

For your natural gas supply, you could request the following modifications:

  • Contracted daily flow rate:

To adjust the contracted flow rate, taking into account the new consumption guidelines, even if 12 months have not elapsed since the previous modification.

  • Toll step:

Inclusion in a new toll step adjusted to your updated annual consumption. 

How to return to the previous situation

You will have until 21 September 2020 to request the restoration of your previous conditions. These changes will be made within a maximum period of 5 calendar days and at no cost.

You can request the restoration of your previous conditions by clicking here or following the steps below:

1.     Access your Endesa Customer Area.

2.     Click on the “Manage Settings” section, select “We will help you” and click on “Query”.

Tell us the reason

3.     Select "Covid-19”.

4.     Click on "Increase power rating".

For which contract?

5.     Choose the contract for which you want to make the request.

Provide a detailed explanation

6.     Write a short description and end your request by clicking on "Submit request".

The Endesa Customer Service team will inform you of the status of your request. You can also do this through the other Endesa Customer Service channels.

Endesa Customer Area Screen: How to return to the previous conditions

4.   Suspension of supply

  • This measure applies to the self-employed and companies (regardless of size).

Anyone who was not going to consume any electricity or gas could request the temporary suspension of the supply, with the normal supply being restored once the state of alarm ended. This will not have any cost for those who requested it, provided that the reactivation is carried out through Endesa before 21 September 2020. 

You can request the reactivation of your supply by clicking here or by following the steps below:

1.     Access your Endesa Customer Area

2.     Click on the “Manage Settings” section and scroll down to “We will help you”. Then click on “Query”.

Tell us the reason

3.     Select "Covid-19”.

4.     Click on “Reactivate contracts”.

Provide a detailed explanation

5.     Write a short description and end your request by clicking on "Submit request".

For which contract?

6.     Choose the contract for which you want to make the request.

The Endesa Customer Service team will inform you of the status of your request. You can also do this through the other Endesa Customer Service channels.

Endesa Customer Area Screen: How to reactivate supply

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