ANEEL received almost 23 thousand calls from consumers during the blackout in SP

O superintendent administrative mediation and consumer relations da ANEEL (National Electric Energy Agency), André Ruelli, said, this Thursday (22), that the entity received almost 23 thousand calls de consumers who stayed energy on November 3rd last year.

A date mentioned by the executive, in a workshop carried out by the regulatory body, refers to the blackout which left millions of consumers without access to electricity for several days in the Greater São Paulo region, where Enel is the company responsible for the distribution service.

Ruelli said that the ANEEL has an internal procedure (operating system) that handles major occurrences on the network, in which distributors inform when there is an event of greater systemic scope e, automatically, the Agency uploads an audible message to its database, staying informed about the situation.

"On the 3th of November, we received in a short space of time almost 23 thousand calls (of consumers), with the Our center is designed to receive 4 to 6 calls per day”, revealed the professional.

According to Ruelli, that day almost 90% of calls were transferred to the Agency's humanized service. “In these times of crisis, consumers who are unable to receive service from the distributor, due to an overload of calls in a short space of time, seek out the regulatory body (ANEEL)”, he said.

In addition to talking about the distributors' service channels, Ruelli also highlighted during the event the importance of having, nowadays, mutual collaboration between distributors and public authorities to minimize problems involving storms of great magnitude.

ENEL CPI

Also this Thursday, the president of Enel in São Paulo, Max Xavier Lins, saidOn testimony to the CPI (Parliamentary Commission of Inquiry) installed in the São Paulo Chamber to investigate the distributor’s performance, that the company’s response to the November 3rd blackout was “successful”.

O executive stated that almost 60% of affected consumers had their power restored after 24 hours of the extreme weather event and that the company also increased the number of service teams, making a “superhuman effort” to normalize operations.

“We need to demystify the facts from the narratives. Evidently, there was a small number (of consumers who were without power for longer), where the media goes there and shows it. We understand the inconvenience for this citizen. But technically it was a successful reinstatement operation,” he said.

Fined by ANEEL

Na first week of February, ANEEL applied a fine of R$165,8 million to Enel by failures in service provision, especially during the blackout on November 3, 2023.

According to the Regulatory Agency, the distributor failed to comply with the concession contract for the São Paulo electricity network by not guaranteeing energy to residents affected by the storm that hit the city.

Furthermore, ANEEL found that there was a delay on the part of the distributor in allocating teams to respond to the incident – since although the storm occurred on November 3, it was only three days later that there was a significant increase in the number of concessionaire teams in the field.

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