FAQs

If the new meter activates the power control function and causes the power to trip, it means that the power demand exceeds the contracted power. In this case, the new device temporarily interrupts the electricity supply.

To restore power immediately, follow these steps:

• Disconnect some appliances, as the contracted power limits the number of devices that can be used simultaneously.

• Open the electrical panel and check that all switches are in the "on" position, including the main switch.

• If any switch is turned off, there might be an issue with your electrical installation. In this case, we recommend consulting a certified electrician.

• Turn off the main switch and wait for 3 seconds. After that, turn it back on.

• If the electricity supply is not restored, wait a few minutes and repeat the steps above. In most cases, the supply will return. If it does not, it could be due to a scheduled outage or a fault in the power network.

If, after performing these simple steps, the power supply continues to trip frequently, you may need to increase the contracted power. Alternatively, it could be an issue with your electrical installation, in which case you should contact a certified electrician.

More information on what to do if the power supply is interrupted with the new meter.

As the General Conditions specify, in case of non-payment by the Client, LUMISA may process, in accordance with current regulations, the suspension of the supply if twenty (20) calendar days have elapsed since the payment had been required, through presentation to the collection to the financial institution where the Client has domiciled the payment of the invoice or through the deposit into account of the bank accounts provided to the Client, and this would not have been paid in full.

If, in spite of our legally foreseen initiatives, the payment of the pending invoices is not made within the legally foreseen term and with a legally foreseen notice of 5 calendar days, the power supply in question will be cut off.

Once the cut has been sent to the Distributor in your area, in order to re-discharge the light, the invoices pending payment previously required must be paid. That is why once we receive the payment of the same the electricity supply will be resumed in 24 hours, having to pay the reconnection rights to the network, billed by the Distributor of your area in the next invoice.

As indicated in Royal Decree 1955/2000, the customer must pay the cost of reconnection of an amount equivalent to double the engagement rights (9,04€ without VAT).

If after more than two months and the amount of the pending invoices has not been paid, you will be definitively discharged.

It is due to an anomaly detected in the meter, that is, it stops recording the kW consumption or part of it. In order to clarify what happens the company opens the file to go to check the measurement equipment and see if it is due to technical failure or possible fraud.

When there is an irregularity in your consumption and you see a lot of disparity between the kW consumed and those invoiced, a file is opened to investigate what may have happened and if the possible fraud is real.

In the case of receiving a letter of this type you will have to contact the distributor, their number and different ways of contact will appear in the same letter. They will inform you of what you have to do to manage your case.

The marketers here can not do anything and you will have to process everything on your own

Once the file has been processed, if fraud has been found, the corresponding fine will have to be paid and then the supply will be standardized in accordance with current legal regulations.

Normally, the meter is paid as rental of measure month by month, if it is that way, the distribution company must proceed to normalization to update it.

Otherwise, if you have an own accountant, the work necessary for this will be carried out by the user, and the distributor must be notified once it has been finalized so that the latter can verify it.

You need to consult your marketer for payment instructions regarding the kW amount mentioned in the first letter.

Once payment is made, your electricity supply will be restored.

According to the following law compliance with individual supply quality (Article 104 Royal Decree 1955/2000):

The distributor is obligated to ensure that the time and number of unforeseen interruptions longer than three minutes each calendar year do not exceed the following values, depending on the area where the supply is located:

• MEDIUM VOLTAGE (1kV to 36kV)

For networks above 36 kV, limits are the same as urban areas.

• LOW VOLTAGE (Up to 1kV)

Modified by R.D. 1634/2006 of December 29, which establishes the electricity tariff starting January 1, 2007. Consequences of non-compliance with individual service quality (Article 105 Royal Decree 1995/2000):

The distributor is responsible for maintaining individual quality standards with each consumer connected to their networks.

Failure to meet these values will oblige distributors to apply regulated discounts on the billing of consumers connected to their networks, within the first quarter of the year following non-compliance. Therefore, in cases where the distributor fails to meet the values for individual supply continuity, the following discounts will apply:

Tariffed consumers:

1. If non-compliance is due to the number of hours of interruption, an annual discount will be applied to the consumer's bill equivalent to the consumption of their average annual billed power, multiplied by the difference between the set number of interruption hours, valued at five times the kWh price of their contracted tariff, with a maximum cap of 10% of their annual bill.
2. If non-compliance is due to the number of interruptions, the annual bill discount will be equivalent to the consumption of their average annual billed power, multiplied by the number of interruption hours valued at the kWh price of their contracted tariff, with the difference between the actual number of interruptions and the set value, divided by eight, with a maximum cap of 10% of their annual bill.
3. If both indices are exceeded, the most favorable outcome for the consumer will be applied.

If you have had a power outage caused by a breakdown in the network you can claim the damage suffered on your devices, damaged food, among others. Therefore, in Lumisa we give you the key to make a claim with all the documents that will be requested.

1. Contact the Distributor.

Inform the Distributor of the supply cut, registering an incident / file number. In the same way, we must request a certificate / report of quality in which the events occurred, the failure in the network and the date and time it was restored are exposed.

In Lumisa we help you to request the quality certificate, as well as to contact the Distributor.

2. Make an accounting report of losses if it is a business.

Have an accounting report comparing the sales and profits obtained by the business during a period similar to the time in which the breakdown or electrical interruption occurred, in order to prove the loss of profits.

Law 50/1980, of October 8, on the Insurance Contract, specifies that for the loss of profit insurance the insurer undertakes to indemnify the insured for the loss of the economic performance that could have been achieved in an act or activity of not having occurred the incident described in the contract.

3. Make an inventory attaching invoices or purchase tickets.

You must make an inventory of all those household appliances and food products that have been damaged, as well as the expert report of them, certificate of expert in food handling, purchase or repair invoices, documents or photographs that accredit it.

It is recommended that you save all tickets, purchase invoices and delivery notes of your appliances, as well as documents that can prove the damage or loss.

4. Contact your Insurer and claim damages.

Contact your insurance company if you have an insurance policy with the guarantee of Electrical Damage. The quality certificate must be attached (failing that you can provide the file number or incident if you did not have said certificate).

It is convenient that you review your home or business insurance policy, as it sometimes covers the loss of food if you suffer a power outage.

From Lumisa we do not recommend the discharge of water, electricity, and gas supplies, since they are considered basic elements in a dwelling and would make the dwelling as not habitable and, therefore, the complaint filed for occupation of a dwelling would be dismissed. Such a decision may result in a complaint to the owner for lack of coercion under article 620.2 of the Criminal Code, which carries a fine of 10 to 20 days. The reason for this, according to jurisprudence, is that it would be the cause of the shortage of a primary resource to people in a vulnerable situation.

The most advisable solution is to make a complaint with legal title of the occupation of your dwelling or premises through two ways:

1. Civil proceedings (Article 430 of the Civil Code): is the recommended way by the lawyers, in this case and through the latest legal reform that has entered into force on 2 July 2018, it will not be necessary to identify the squatters. These squatters may oppose the eviction only if they can present a legal title entitling them to remain in the dwelling, with a maximum period of 10 days to present it.
2. Criminal proceedings  (Article 245 of the Criminal Code): this type of complaint must be directed against specific individuals, which will lead to an investigation into the identity of the squatters. In addition, criminal proceedings have different stages involving different courts, which lengthens and complicates the process.

Only in cases where the lessor can prove that he is not acting coercively is when the lessor does not pay the supply company because he is unable to pay the bills, only in those cases will the court be able to appreciate the absence of coercion.