COVID-19

Contingency Plan

 

EDP Distribuição reinforced the measures of its Contingency Plan, activated on March 6, in order to guarantee the continuity and uninterruptibility of electricity distribution throughout the country, ensuring the following activities.

List of essential services of EDP Distribuição:

- Network Management and Operation Activity - North and South Dispatches Activity
- HV/MV and LV Network Assistance Activities - Network Breakdowns and Anomalies
- Extended Public Lighting Repair
- Maintenance of protective strips and fuel management in situations of imminent risk.
- Technical Assistance to Breakdowns in Customers*
- Religions and Urgent Customer Connections*
- Commercial Service Orders Scheduled with Customers*


* In the case of interventions in clients, priority will be given to priority clients according to the criteria established in the RQS (Quality of Service Regulation)

EDP Distribuição has at the disposal of any citizen digital channels the company through the website and APP EDP Distribuição, or the Contact Center service with the lines 808 100 100 (information), 800 506 506 (breakdowns), or 800 507 507 (readings registration).

Perguntas Frequentes

  1. The normal supply of electricity to customers is not compromised. The activity of E-REDES continues to be ensured by the commitment of the operational teams on the ground and by all the other employees who are teleworking.

  2. E-REDES is providing the services that are essential for the normal functioning of its activity and to which it will give priority, namely the management and operation of the electricity distribution network and the repair of faults in the high, medium and low voltage networks.

    However, E-REDES has adjusted its activity to the preventive and contingency measures of the COVID-19 spread:

    - Suspension of interruptions to the electricity supply, at the initiative of the supplier, during the state of emergency and the following month;

    - Suspension of technical visits for extraordinary reading and collection of readings inside the Customer's facility;

    - Breakdowns in public lighting will be analysed in order to ensure the well-being and safety of the population. 

  3. E-REDES is providing the services that are essential for the normal functioning of its activity and to which it will give priority, namely:
    - Management and Operation of the Electricity Distribution Network;
    - Breakdowns and anomalies in the Network;
    - Maintenance of protective strips (proximity to vegetation) and fuel management in situations of imminent risk;
    - Repair of Public Lighting Breakdowns with great impact;
    - Scheduled Technical Visits with Customer, as established for the containment areas and zones of normal regime;
    - Urgent connections and reconnections to Customers*

    *Priority will be given to customers with priority and special needs, according to the criteria established in the applicable regulations in the electricity sector.  

  4. E-REDES reinforced its preventive measures against the propagation of the VOCID-19, in a safe manner and in accordance with the Contingency Plan of the General Health Directorate (DGS), in order to guarantee the continuity of electricity distribution throughout the country. 
    Every effort was made to reorganise the operational teams in order to ensure the supply of electrical energy and to respond to the requests placed by its Customers. 

  5. The readings will be ensured except if the equipment is inside the dwellings and the activity of extraordinary readings has been suspended. These are exceptional measures intended to ensure the safety of everyone. 
    You can communicate your reading through digital channels such as the edpdistribuicao.pt website or APP E-REDES or, alternatively, through the number 800 507 507 (24h/day reading line - free).

  6. E-REDES's operational teams, as well as service providers, were duly informed of all the health and safety procedures they must follow, in accordance with the guidelines of the Directorate General of Health.

  7. In the situation of an atypical atmospheric event that could cause massive interruptions in energy supply, E-REDES would have to activate additional means and adapt its structure in order to be able to guarantee the respective replacement of service as soon as possible.

  8. In view of the current pandemic situation, there was a need to adjust the Contact Center structure, namely to ensure that employees operate in telework.  
    The Contact Center lines are still operational and their activity is ensured by the Company's employees and service providers. 
    You can contact E-REDES on 800 506 506 (24h/day breakdown line - free), 808 100 100 (technical support line 8h-22h, working days - local call cost), or 800 507 507 (24h/day readings registration line - free). 
    Additionally, you can access the digital channels, such as the site or APP E-REDES to report the necessary situations.  

  9. E-REDES has dimensioned its operational teams and its structure to continue to ensure the connections required by its customers, giving priority to priority customers, in accordance with the criteria established in the regulations applicable to the electricity sector.

  10. Inside the Service Points, assistants are required to wear a mask and gloves.
    The use of a mask and/or visor is mandatory for Customers. 
    Measures are also implemented and duly marked to safeguard the safety distances between Customers and Helpers at the Points of Service, such as placing tapes on the floor to create a visual line of distance (2m) and the existence of acrylic between Customers and Helpers.

  11. No. To be attended at our Service Points you do not need to schedule an appointment.

  12. The location of the Service Points can be consulted on the E-REDES website, here.

  13. Yes, customers can use the digital channels of E-REDES through the website (edpdistribuicao.pt) and APP E-REDES or, alternatively, through the numbers 808 100 100 (technical assistance, 8h-22h, working days, local call cost), 800 506 506 (breakdowns, 24h/day, free) or 800 507 507 (readings registration, 24h/day, free). 

  14. Yes, in order to guarantee a distance of 2 meters between assistants and the maximum limit of 1 customer per 20m2, the number of assistants will be reduced at this stage in order to meet all safety conditions.

  15. Yes, our assistants will be properly equipped with masks and gloves.

  16. Liquid alcohol solutions are available for employees and customers at all entrances and exits of establishments, as well as inside them, in locations suitable for disinfection according to the organization of each space.