NATURAL GAS

Source: ERSE

Liquifeito Natural Gas reception, storage and regasification terminal operators are concessionaire entities of the receiving terminal, with responsibility for ensuring its operation and maintenance, as well as its storage and regasification capacity, under conditions safety, reliability and quality of service.

In Portugal there are only producers of electricity; natural gas is, in its entirety, acquired externally.

Thus, there are:

Transmission system operator: it is the concession entity of the National Transmission Network (RNT). In addition to the transportation of electricity, it has a main role as Global System Manager.

Electricity

Distribution Network Operators (ORD) are the concessionaires of the National Distribution Network (RND) or Low Voltage Networks, which carry out the electricity distribution activity.

You can consult the information on these entities on ERSE website.

Natural gas

Distribution Network Operators (ORDs) are concessionaires or licensees of public service distribution of the National Natural Gas Distribution Network (RNDGN), entity responsible for the operation, maintenance and development of the distribution network, under conditions of safety, reliability quality of service in a specific geographical area.

You can consult the information on these entities on ERSE website.

ADENE – Agência para a Energia is the entity in charge of carrying our the activity of Energy Supplier Switching Operator (OLMC).

The OLMC has the task of ensuring that the switching process of electricity and natural gas supplier by the final consumer is carried out in a fast way, based on simple, transparent, standardized and dematerialized rules and procedures, as well as ensuring the realization of the right to consumer information.

Further information on OLMC activity can be found in Decree Law 38/2017, dated March 31.

Last Resort Suppliers (CUR) are licensed commercial entities responsible for supplying electricity and/or natural gas, through the application of tariffs defined by the Energy Services Regulatory Authority (ERSE).

CURs can supply electricity and/or natural gas to:

• Final consumers with contracts, as long as the regulated tariffs or transitional tariffs legally envisaged by ERSE apply;
• Economically vulnerable consumers;
• Consumers whose market marketer has been prevented from exercising the activity;
• Consumers located where there is no offer by traders of electricity or natural gas under a market regime.

See the list of electricity and natural gas CUR operating in the mainland Portugal market.

For more information of this suppliers, see Decree-Law no. 29/2006, February 15, and Decree-Law no. 172/2006, August 23, as amended by Decree-Law no. 215-A/2012 and Decree-Law no. 215-B/2012 of October 8, Decree-Law no. 30/2006, of February 15, and Decree-Law no. 140/2006, of July 26, and the Commercial Relations Regulation published by ERSE.

The electricity and natural gas suppliers are the entities that sell electricity and/or natural gas to the final consumer, and the selling price is determined by each supplier operating in the Mainland Portugal market.

With the liberalization of electricity and natural gas market, the final consumer can choose the supplier that best suits his needs, and can change as many times as he wants, as long as this change is not simultaneous with another switching process.

Consult the list of energy suppliers operating in the domestic market of Continental Portugal.

The Electronic Complaints Book is a digital platform integrated in the “SIMPLEX + 2016” program and involves the Consumer Directorate-General and regulators of the various sectors.

On this platform, you can submit your complaints and/or request information about electricity and natural gas services, as well as other essential public services (water, waste, electronic communications and postal services).

Consumer rights are provided for in Article 60 of the Portuguese Constitution and in the Consumer Protection Law, Law no. 24/96, of July 31, as amended by Decree-Law no. 67/2003, of 8 April, corresponding to the following rights:

Rights

• Right to the Quality of Goods and Services
• Right to Health Protection and Physical Safety
• Right to Training and Education for Consumption
• Right to Information
• Right to the Protection of Economic Interests
• Right to the Prevention and Reparation of Losses
• Right to Legal Protection and Affordable and Prompt Justice
• Right to Participation and Representation

Duties

• Critical Consciousness Duty
• Obligation to Compliance with Contractual Obligations
• Duty to Collaborate with Network Operators in Enforcement of Legal Provisions
• Duty of Environmental Awareness and Efficient Consumption

In addition to the aforementioned rights and duties, the Business Relations Regulation of the Electricity Sector must also be taken into account; the Regulation of the Quality of the Service of the Electric Sector and the Regulation of the Electric Sector.

In the event of a consumer dispute, defined in accordance with the provisions of Law no. 144/2015, of September 8, the consumer may resort to an Alternative Dispute Resolution Body with jurisdiction in the place of his domicile or, in in case of non-existence, may alternatively use the National Center for Consumer Conflict Information and Arbitration (CNIACC).
This information does not exempt the consultation of Law No 144/2015 of 8 September and Regulation (EU) No 524/2013 of the European Parliament and of the Council of 21 May 2013.

In case of consumer litigation what alternative dispute resolution entities can the consumer appeal to?

• CNIACC – National Center for Consumer Conflict Information and Arbitration
• CIAB – Consumer Information, Mediation and Arbitration Center / Consumer Arbitration Court – Braga and Viana do Castelo
• CACCVA – Arbitration Center for Consumer Conflicts of Vale do Ave / Arbitral Tribunal
• CICAP – Center of Information, Consumption and Arbitration of Porto
• CACCDC – Center for Arbitration of Consumer Conflicts of the District of Coimbra
• CACCL – Lisbon Consumer Conflict Arbitration Center
• CIMAAL – Consumer Information, Mediation and Arbitration Center of the Algarve
• ERSE – Energy Services Regulatory Authority
• More information on Consumer Portal

In order for the simulator to present annual consumption results adjusted to the user’s consumption, it is advisable to enter the invoice data based on the readings sent by the consumer to the energy supplier, not the invoice data based on “estimated” readings.

You are therefore advised to enter data for at least one invoice for one winter month (eg January) and another for a summer month (eg June ).

The meter readings to be introduced may not be longer than one year between the first reading entered and the last reading entered.

In the case of a new dwelling or not having access to previous invoices, you should use the simple simulator to make a simulation.

The quick simulator defines standard consumption according to the data indicated by you (household, type of use of the house, year of construction, profile of use of equipment).

In the field to fill your current electricity and/or natural gas supplier, you should choose the last resort supplier. In the case of electricity will be EDP Serviço Universal and in the case of natural gas the supplier will depend according to the region, know which in the question Geographical distribution ORDs Natural Gas.

Simulation for condominiums should be done in the PME Simulator.

You should select CAE 68322 – “Administration of Condominiums” and in the Operating Period it should indicate 24h, as these spaces are used throughout the day.

Then, you should enter the data for the current billing and supplier.

Finally, you should have with you at least one energy bill, once the PME Simulator requires the insertion of your energy consumptions in order to do the simulation.

ECO/MODERATE – It considers that the user will turn on the dishwashers, clothes and/or dryers, at the most economical hours and use the equipment in a more efficient way.

COMMON USE – Consider a typical use of the equipment, distributing the consumption of the equipment at the most economical hours.

INTENSIVE USE – It considers that the user has a use of the equipment more than expected and does not worry about turning on the equipment at the most economical hours.

DO NOT KNOW – Consider a moderate use of equipment within the hours you are in the room.

The results of the simulation are always presented in descending order, starting with the most economical annual energy saving tariff.

However, this result may imply the obligation to send an electronic invoice and/or payment via direct debit, so you should always check the contractual conditions proposed by each supplier in the results area.

The “Filter Results” option is intended to allow the user to view only the results according to the previously chosen options. In order to use this option, you must select the available options and then the option “Filter results”.

The time cycles define the periods of the day on which the lowest and the highest rates are charged (unless the customer has contracted a simple tariff). There are two options: a daily cycle for those who have homogeneous electricity consumption throughout the week, and a weekly cycle for those who use electricity more intensely on weekends.

What are the differences between the two cycles?

The two cycles available, daily and weekly, have different periods in which you can benefit from a reduced rate. Thus, taking into account your profile of consumption, you should opt for the cycle that allows you to maximize the level of savings.

• O daily cycle has the most economical energy price is from 10pm to 8am (same for all weekdays including weekends).
• O weekly cycle has the cheapest period from 12 a.m. to 7 a.m. from Monday to Friday and Sunday all day. On Saturday it differs in summer and winter time: the most economical period in the winter is from 1 p.m. to 6:30 p.m. and from 10 p.m. to 9.30 p.m. and in the summer from 2 p.m. to 8 p.m. and from 10 p.m. to 9 p.m.

For each time cycle (daily or weekly) there are different time periods that are related to the demand for electricity:

• Peak hours – hours with higher demand;
• Full hours – hours with intermediate level search;
• Empty hours – hours with lower energy demand.

Clients with three-way tariffs have 3 time periods. (Peak hour, Full and Empty).

Clients with bi-hour tariffs have two periods, Empty and Out of Empty (Peak hour + Full hour).

• At the simple tariff the price of electricity is the same at all hours of the day.
• In the bi-hourly tariff the price of electricity is reduced in the night or at the weekend and higher in the remaining periods.
• In the three-hour tariff the price of electricity is reduced in the night or at the weekend and higher in the remaining periods.

You can find out more information in the article Tariffs and time cycles.

The quality of service is the responsibility of the Distribution Network Operator (ORD).

In case of failure, you should contact the ORD through 800 506 506.

In addition, there are suppliers who, in order to reduce the risk associated with the indexed tariff, define tariffs based on the price of the daily electricity market, establishing, however, a maximum price from which the energy tariff no longer increase. In such a scenario, the client has a more limited exposure to variations in the price of energy in OMIE.

The green tariff allows consumers to guarantee that a quantity of energy from 100% renewable sources equivalent to their annual consumption will be marketed.

Your supplier should let you know what sources are included of your supply and if it is renewable. If you have this type of tariff, you can ask your supplier for a certificate with proves that the amount of renewable energy they buy is at least as much as the amount they are selling to customers with green tariff.

The Distribution Network Operator (ORD) is the entity responsible for carrying out the meter reading.

The meter reading is carried out with a maximum frequency of 3 months.

The consumer should send the meter readings frequently (if possible monthly) to avoid estimated billing.
In the invoices of your supplier, you should find reference to the period for sending your meter readings that depends on the billing period, so you have two options: inform the meter readings to the current supplier or directly to your distributor network operator.

In case your distributor is EDP Distribuição, you can communicate the readings in the Online form of the EDP Distribuição website, through the Line of Meter Readings 800 507 507 (free call and available 24 hours) or through the EDP Distribuição App.

The Distribution Network Operator (ORD) is required to provide all technical assistance regardless of the energy supplier with whom it has concluded its electricity contract. You can consult the information on these entities on the ERSE website.

Thus, in the event of breakdowns in most of the national territory, you can contact the ORD (EDP Distribution) through the Technical Line 800 506 506 free and available 24 hours.

If you own a microgeneration photovoltaic plant, you will most likely be a customer of the Last Resort Supplier (EDP Serviço Universal, in the case of the most national territory), however you can switch to a new supplier because there is no obstacle to change.

To increase the standing charge, you must know what the licensed power of your installation and what power required to the network for its installation when it is designed. If you do not know, you should contact your dealer or ORD to know this information.
If you want to increase to a power less than or equal to the certified installation, you should ask for this increase directly and without complications to your current marketer.

In case you want to increase to a power higher than the certified power, you should apply for certification to the new power to a competent entity and only after being certified ask the increase to your current supplier.

The standing charge corresponds to the maximum amount of electricity your dwelling can receive. In this way, this factor will limit the number of electrical equipment that can be connected simultaneously since the sum of the powers of the connected equipment can not exceed the standing power.

You can read more about this in our standing power article.

CPE can be found on any electricity bill, regardless of the supplier with whom you have contracted the delivery service. Alternatively, if you do not have an invoice, you may request, that information from your electricity distributor network operator in the region to which the address of the location to be supplied belongs.
In most cases, this is EDP Distribuição, so you should contact the Technical Assistance Line 808 100 100 and indicate the serial number of the meter that is present in your electric meter.

The Delivery Point Code (CPE) in its structure consists of 20 digits which is composed of 4 distinct parts:

1. Two characters corresponding to the national identification “PT”;

2. Four numeric characters representing the identifier of the Distribution Network Operator that can be:

      0001       Rede Eléctrica Nacional, S.A.

      0002       EDP Distribuição

      0003       A CELER, C.R.L. – Cooperativa Electrificação de Rebordosa

      0004       A Eléctrica Moreira de Cónegos

      0005       Casa do Povo de Valongo do Vouga

      0006       Cooperativa de Electrificação A Lord, CRL

      0007       Cooperativa Eléctrica de S. Simão de Novais, C.R.L.

      0008       Cooperativa Eléctrica de Vale d’ Este

      0009       Cooperativa Eléctrica de Vilarinho

      0010       Cooperativa Eléctrica do Loureiro, CRL

      0011       COOPRORIZ – Cooperativa de Abastecimento de Energia Eléctrica, CRL

      0012       Junta de Freguesia de Cortes de Meio

3. Twelve numeric characters of Local Identification Code;

4. Two letters of Check digit.

The Identifier Code of the Network Operator is assigned by REN, in the quality of the Transport Network.

In the same way that the Citizen Card identifies a person, CPE allows you to identify an installation regardless of its use or ownership.

If you do not know who is your energy supplier, you should contact your distribution network operator.

If your distribution network operator is EDP Distribuição, you should use the technical support line 808 100 100, available on weekdays from 8 a.m. to 10 p.m.

The Distribution Network Operator (ORD) is required to ensure all technical assistance, regardless of the supplier with whom it has concluded its Natural Gas contract.

Repair of faults or leaks will be provided by the various distributors of natural gas.

In case of failure, you should contact the ORD. The required contacts are available on the ERSE website.

The consumer should send the natural gas meter readings frequently to avoid the usually more costly estimate billing. If the consumer does not take the readings, they are recorded by the distributor at a maximum frequency of 3 months. In each invoice received will be mentioned the period of sending your readings.

You can read through your customer area, through mobile applications available on various platforms, or over the phone.

• In the case of Natural Gas distributors of GALP natural gas, you can provide your readings here or through the following numbers:
  

  Beiragás	800 502 971
  Dianagás	800 507 515
  Duriensegás	800 502 972
  Lisboagás	800 502 412
  Lusitaniagás	800 502 970
  Medigás	800 502 975
  Paxgás	800 502 973
  Setgás	800 500 115

• In the case of the distributor REN Portgás Distribution, you can provide your readings here or through 800 500 330;
• In the case of the Tagusgás distributor, you can provide your readings here or through 800 25 2000;
• In the case of the Sonorgás distributor, you can provide your readings here or through the 800 100 071.

There are 4 levels of natural gas consumption:

1. up to 220 m³ /year;
2. from 221 to 500 m³ /year;
3. from 501 to 1000 m³ /year;
4. from 1001 to 10,000 m³ /year.

The level at which the user is positioned is defined based on the last 12 months of consumption (if there is no history of 12 months of consumption, an average is calculated based on the existing consumption months).

More information on this subject can be found in Natural Gas article where you can get more information about this subject.

It can be found on any gas bill, regardless of the supplier with whom you have contracted the natural gas supply service.

Alternatively, if you do not have an invoice, you can contact the gas distributor network operator in the region that owns the address of the place to be supplied (which is not your energy supplier) and request this information as identification as the holder.

The Universal Installation Code (CUI) consists of 20 characters that are composed of 4 different parts:

1. Two characters corresponding to the national identification “PT”;

2. Four numeric characters representing the identifier of the Distribution Network Operator that can be:

      1601 – Portgás

      1602 – Lusitaniagás

      1603 – Beiragás

      1604 – Tagusgás

      1605 – Lisboagás

      1606 – Setgás

      1701 – Sonorgás

      1702 –  Durienegás

      1703 – Dianagás

      1704 – Paxgás

      1705 – Mediagás

3. Twelve numeric characters of Local Identification Code;

4. Two letters of Check digit.

In the same way that the Citizen Card identifies a person, it allows to identify a natural gas installation or infrastructure, regardless of its use or ownership.

If a new natural gas connection is made, it will be necessary to request a new CUI for this installation.

If you do not know who is your energy supplier, you should contact your distribution network operator.
You can find out the contacts of natural gas distribution network operators on the ERSE portal.

In order for consumers to adapt gradually, the publication of transitory tariffs approved by ERSE remains. These tariffs incorporate a price increase factor, in order to induce the passage of customers to the free market. Transitional tariffs can be revised quarterly, depending on market conditions.
Transitional tariffs are exclusively applicable by suppliers of last resort.
In the event that the transitional period is terminated in advance for a given consumer segment (ie, more than 90% of these consumers are already on the free market), the transitional tariff will cease to exist for that segment.

Until the end of 2020, is the transition period for liberalized market.

During this time, while you remaining on the regulated market, it will remain connected to its current supplier, whose price is fixed by ERSE through the transitory tariff, subject to a quarterly review.

The energy supplier switching process has no cost and can be done at any time.

Only the tariff will change, according to the supplier of your choice.

Changing contracts and other procedures will have no associated cost.

No, it’s exactly the same. Switching energy supplier is only a transfer of commercial relation, so in the process of supplier change it will not change any equipment or characteristics of the installation of consumption (except if this is the intention of the consumer).

If you sign up by phone or through the supplier’s website, you do not have to sign a contract. After the activation date, you will receive a letter or an e-mail informing you that the contract is already in force. The letter will be accompanied by the general and particular conditions of your contract. From that moment, the consumer has a period of 14 days to cancel the given instruction and cancel the contract. It is not imperative that you return the contract if it has been signed. 14 days after the date of receipt of the conditions, and if you do not wish to cancel the contract, the delivery will be normal.

If you switch of supplier at a store, you must sign the contract.

It may be necessary to change your meter reading if there is a change in the consumption profile (for example, switching from a simple tariff when the client pay the energy price equal in all hours, or to a two-tariff when the client pay in two different energy prices according to the hours of energy usage, or performing an extraordinary meter reading). These changes are done by the Distribution Network Operator, complying with deadlines and rules defined by ERSE.
In the event of a need to perform at the place of consumption (for example, changes in meter reading or extraordinary reading), the switching supplier deadlines depend on the scheduling and execution of the interventions requested by the distribution system operator, whose deadlines and rules are also defined by ERSE.

The preventive situations are defined by ERSE:

• Insufficient or invalid installation identification;
• Requests overlay switching supplier;
• Power indicated not standardized or higher than the requested or licensed power;
• Customer data not matched with registered;
• Existence of fraud processes;
• Amounts owed to the supplier of last resort, which has not been contested before the courts or authorities responsible for extrajudicial dispute resolution.

Customers may also be prevented from contracting the supply with a supplier if there are amounts owed to the last resort supplier (CUR), which have not been challenged before courts or entities with the power to resolve judicial conflicts.

No. It will only be necessary to replace the meter in case there is a change in your consumption profile, which technically determines the need to replace it.

In order to resolve the contract for the supply of electricity and/or natural gas, you must send the communication by registered letter with acknowledgment of receipt, at least 30 days before the effective date.
In the case of business customers with consumption of more than 1 GWh of Natural Gas, the notice deadline can not be less than 60 days.

The switching process must be completed within 20 days, if you do not need any operations in the local of consumption (such as a technical intervention).

After you signing the contract, it will be submitted to a validation by the switching platform (GPMC).

It is a fast process that aims to verify technical and commercial data regarding your house. Once the process is validated, the Customer is informed of the day from which the service is active with the new supplier. From that date, you will benefits of the contracted plan.

According to paragraph 3 of article 23 of  DL n.º 97/2017, of 10 August, it is not necessary to carry out any inspection of the installation of equipment as long as you have an active natural gas contract and the contract holder remains.
In the case of properties that do not have a natural gas supply contract, it is always necessary to inspect the installation and the gas equipment.

After signing the new contract, the new supplier requests the change in the switching platform (GPMC), within approximately 5 working days.

The supplier switching process will take approximately 15 days, for the beginning of the term of your contract with the new supplier.

At that moment a reading of your electric meter is sent by the Distribution Network Operator, through the GPMC, used by the former supplier to record the resolved agreement and issue the last invoice. This is also used by the new supplier to start the new contract.

Within 60 days, you will receive the first invoice from your new energy supplier. In the case of a dual service (electricity and natural gas) this term may extend up to 75 days.

When you switch to a new tariff, you are entering into a contract with a supplier with specific clauses according to the intended service. In most situations of energy supply in normal low voltage (common for domestic consumers), the contracts do not have loyalty period.

However, if a loyalty period is foreseen in your current contract and if you want to switch to a new supplier, you will have to compensate your current supplier to resolve the agreement.

Loyalty is usually associated with the provision of additional services, and the associated costs must be well defined in the contract. If you can not find your contract, check that you have the standard contract form, always available from the suppliers, where is all the information regarding to the tariff.

The switching of energy supplier does not have any costs for the consumer.

The new supplier will apply for the switching, being a free process for all consumers.

There is no limit on the number of times you can change energy supplier. It should only take into account the possibility of existing in its current supply agreement a payment clause of possible penalty for ending of the contract, e.g., there are some energy suppliers who may demand payment of compensation for the energy that they planned to provide during the contract of 12 months.

In the case of being a client or living with someone with special needs such as: clients with limitations in the field of vision (total blindness or reduced vision), clients with limited hearing, clients with limitations in oral communication or clients who depend on equipment whose operation requires electric power, it must directly inform its supplier presenting a medical statement that proves one of the previous conditions so that the quality of the service is a priority for the people in this situation.
In the event of a planned supply interruption, customers will be informed at least 36 hours in advance by the ORD.

Reduced Audiovisual Contribution:
The Audiovisual Contribution (CAV) is reduced to € 1 + VAT (6%) for economically vulnerable customers.

Audiovisual Contribution Disclaimer:
There are still consumers who are exempt from their payment.
Customers with an annual consumption of less than 400 kWh are also exempt from payment. In the case of new customers without a history, it is considered that the customer is not exempt and if the value is lower in the following calendar year, the amounts paid should be returned by the supplier.

In the case of electricity, to benefit from the social tariff, you must have contracted a power less than or equal to 6.9 kVA in your installation and benefit from one of the following social conditions:

• Social insertion income;
• Social unemployment benefit;
• Solidarity supplement for the elderly;
• Family allowance;
• Social disability pension;
• Old-age social pension;
• Total annual income of your household equal to or less than € 5,808, plus 50% for each member of the household (up to a maximum of 10), who has no income.

In the case of natural gas, you must have a gas class 1 or 2, and benefit from one of the following social conditions:

• Social insertion income;
• Social unemployment benefit;
• Solidarity supplement for the elderly;
• 1st echelon of family allowance;
• Social disability pension.

For more information on the Social Tariff you can consult the page of Direção-Geral de Energia e Geologia  or through the Social Tariff Hotline (808 100 808), on weekdays between 10 am and 4:30 pm.

Social Tariff is a state-backed support to economically vulnerable consumers and is applied automatically by electricity and/or natural gas supplier.

The process of verifying eligibility for the Social Tariff is done by DGEG – Directorate General of Energy and Geology.
If it has not been automatically assigned, the client should request proof of his/her status as a beneficiary from the relevant Social Security institutions and/or Tax and Customs Authority and deliver it to his/her distributor.

Fixed monthly payment is an agreement between the customer and some energy suppliers (who have this billing option) to pay the client a fixed bill for electricity and/or natural gas for 11 months.
At the 12th month, the balance between what you paid and the actual value of your consumption during the year is made.

• Subsoil Occupancy Rate (TOS) – corresponds to the utilization and utilization rate of the municipal public and private domain. It is defined by each municipality.
  It is composed of a variable term, applied to the consumption of natural gas (kWh) and a fixed term applied over the number of days of the billing period.
• Special Tax on Natural Gas Fuel (IEC) – is included in the sub-category of tax on oil and energy producers (ISP) paid to the state.

The terms power and energy consumption are added mandatory taxes that are applied by suppliers through the invoices issued to their customers.
There are:

• Exploration Fee General Direction of Energy and Geology (DGEG) – corresponds to the rate of utilization and exploitation of the electrical installations that is paid to the state. This rate has a fixed value and is defined by the DGEG;
• Special Tax on Electricity Consumption (IEC) – is included in the subcategory of tax on oil and energy producers (ISP), created in 2012 and paid to the state. The flat rate is 0.001 per kWh of billed energy.
• The Audiovisual Contribution (CAV) – according to Law no. 30/2003, of August 22, corresponds to the financing of the public service of broadcasting and television, being delivered by the marketers to Rádio e Televisão de Portugal SGPS, SA The monthly fixed amount is € 2.85 + VAT (6%) and should be paid 12 times a year to a consumer.