The São Paulo consumer protection agency, Procon-SP, has notified Enel São Paulo, requesting that the utility company detail its logistical structure and the contingency plan adopted for emergency situations – such as... registered this week, in which thousands of consumers were left (and many still are) without power in the capital and metropolitan region after strong gusts of wind.
The decision was motivated by contradictions between the information released by the company and consumer reports. Although the distributor claims to have "thousands of field teams" working, residents continue to complain about the delay in restoring service.
Furthermore, images circulated on social media showing the company's parking lots with a large number of vehicles parked, suggesting little mobilization. In the notification, Procon-SP requests clarification on:
- The service structure for registering and monitoring complaints, both the standard one and the enhanced one for high-demand events;
- The contingency and resilience plan that Enel mentions publicly, but which has never been presented in detail;
- Emergency measures for vulnerable consumers, such as businesses that rely on refrigeration (bars, markets, and restaurants) and customers who use life-support equipment.
Enel will have six days to respond to the questions.
How should the consumer proceed?
Procon-SP emphasizes that, in situations of power outages causing damage – such as burnt-out appliances or spoiled food – the first step is to register the incident directly with the utility company, noting all protocol numbers.
The consumer should also document the problem with photos, videos, and receipts for the damaged items. If Enel does not provide a solution within the timeframe stipulated by... ANEEL (National Electric Energy Agency), you should register the complaint with Procon-SP, which can notify the concessionaire and demand immediate action.
Failure to resolve the issue may result in fines for violating the Consumer Protection Code. If the impasse persists, the consumer should resort to the Judiciary to seek compensation for material and moral damages.
Enel São Paulo states that there is no deadline for full restoration.
In a statement this Thursday (11), Enel São Paulo informed that there is no forecast to fully restore the supply to the affected properties in the capital and Greater São Paulo. Regarding the videos showing yards full of vehicles, the company claimed that the cars belong to teams from different shifts and that this would explain the large number of cars parked at the same time.
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