What are your energy rights?
They are guaranteed by law 24/2015
If you have financial or employment difficulties making it hard for you to pay your electricity, water and gas bills, or you are unable keep your home at a suitable temperature in winter and summer, head for the energy advice point in your district.
Law 24/2015 prohibits energy supply companies from cutting off customers due to unpaid bills if the cause is a lack of financial resources, obliging them to maintain electricity, water and gas supplies while the situation of vulnerability or financial hardship persists.
Energy advice points are a service offered by Barcelona City Council, offering the information, support and action needed to ensure citizens are able to exercise their energy rights and companies are unable to breach them by denying access to basic services.
Services available at energy-advice points
We can guide you so you can improve your household’s energy efficiency, optimise your electricity, water and gas services and thereby reduce your additional costs.
We can advise you so you understand the service you have hired in detail. We can give you information on capacities, rates and the supply company that best suits you.
We can help you to make arrangements with companies such as rate changes and suppliers, removing extra services and managing social vouchers and newsletters.
What can you do if you have difficulty paying your electricity, water or gas bills?
Head for the energy advice point in your district. Barcelona City Council wants to guarantee nobody at risk of residential exclusion living in the city of Barcelona gets their energy supply cut off, as set out by law 24/2015.
Have you received a non-payment reminder?
A reminder is a notification from the company informing that there is an unpaid bill, and under no circumstances involves being cut off.
If you can’t afford to pay the bill, head for the energy advice point in your district. Your situation will be evaluated and a procedure will be started to prevent the situation getting worse.
Have you received notice that you will be cut off?
Before cutting anyone off, energy supply companies are obliged to check that non-payment is not due to a lack of financial resources.
- Whether or not you are a user of social services, go to an energy advice point.
- Your situation will be evaluated and you will not be cut off while the process is in progress.
- Once the risk of residential exclusion has been recognised, a report will be drafted which must suspend any order for energy supplies to be cut off.
- A year after the report is issued, the company can ask the user to provide evidence that they are still at risk of exclusion.
Have you been cut off already?
Energy supply companies are obliged to maintain services for people in situations of residential exclusion.
You need to go in person to the energy advice point in your district. Staff there will help you re-establish your supply and process the application for the report confirming residential exclusion.