A ANEEL (National Electric Energy Agency) approved, this Tuesday (27), a new rule that increases the weight of consumer satisfaction in the calculation of electricity tariffs, increasing the pressure on distributors to improve the quality of services provided.
The measure was unanimously approved by the Agency's board and will take effect on January 1, 2027. The objective is to encourage concessionaires to raise their service and operational standards, under penalty of reduced remuneration.
The change comes amid growing public demand for higher quality service from distributors, especially following recurring episodes of delays in restoring power supply, often associated with extreme weather events.
According to ANEELHowever, satisfaction levels among Brazilian consumers are still below international standards and also lower than those recorded in other service sectors in the country, such as postpaid mobile telephony.
The Index ANEEL The Consumer Satisfaction Index (IASC), calculated annually through research across Brazil with 30 consumers in more than 600 municipalities, showed an average satisfaction score of 59,7 points, well below the 70 points established as a benchmark by the Agency,” the agency informed in a statement.
Under the new rules, distributors that score below 50 points on the IASC may suffer losses of up to 2,5% of their revenue. "The model is now calibrated in a more balanced way, with higher penalties for distributors with worse performance and increased rewards for those that achieve scores above 70," the Agency emphasized.
Changes in Factor X
The decision alters the so-called X Factor, an indicator used in tariff calculations that measures the productivity of distributors and is updated annually according to the companies' performance.
Among the components of Factor X is Factor Xq, related to service quality. The main innovation is the creation of Factor Xs, which directly reflects consumer satisfaction in the tariff model. "Factor Xs aims to encourage improvements by distributors so that consumers demonstrate greater satisfaction with the service."
In addition to the IASC, two complementary indicators are also included in the calculation of Factor X: satisfaction with the distributor's service on the consumidor.gov platform (ISgov index) and the volume of contacts registered with the distributor's Ombudsman. ANEEL (ICAsgo index).
These parameters then act as intensifiers of losses or reducers of gains, limited to 1%, reinforcing the importance of efficient conflict resolution, improved customer service, and reduced need to resort to the regulatory body.
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