Fonte: ANEELThe Board of the National Electricity Agency (ANEEL) approved today (20/8), during the Public Meeting, the limits of valid complaints that energy distributors should have received amongst every thousand received. The goal is to encourage efficiency in the handling of complaints and also stimulate a decrease in the number of requests served, as they indicate companies’ errors and a poor quality of service.
The limits of FER/FOC (Frequency of Complaint), which indicate the amount of valid complaints per thousand, were established for 63 dealerships by 2017. The year 2013 is considered as a test, but in 2014 the boundaries will start being asserted, and those companies that have not complied with the goals will be penalized in 2015, according to the Resolution No. 63/2004.

Commercial claims, that is, the ones related to billing, time, attendance, among others, and that have been made ​​directlyto the distributors, will be taken into account. The complaints which will be disregarded are those regarding interrupted supply line voltage levels and compensation of electrical damage, and requests made by the Ombudsman of distributors, and agencies and state affiliated to ANEEL.

To stipulate the limits, the Agency took into consideration the history of complaints coming from 2010 and 2012, in addition to the distributor’s market: greater than 400,000 consumer units, greater than 60,000 and less than or equal to 400,000, and less than or equal to 60,000.

The handling of complaints was regulated by ANEEL at the Normative Resolution no. 414/2010, which deals with the rights and duties of consumers of energy. In addition to the Fund, the so-called DER (Complaint duration) has been established, which indicates the average solution and, in cases of noncompliance, generates consumer credits in their invoices. The distributors will have 120 days from the date of publication of the resolution to suit their technical and commercial structure. Check the FER limits for distributors here. (PG/DB)