What are the time limits for filing a claim?

All claims are addressed as soon as they are lodged and within a maximum period of 21 working days.

Below are the deadlines, according to the type of claim:

Payments received - PThese may be resolved as soon as they are lodged or within a maximum period of 7 working days.
Problems with your bill – You will receive an answer within a maximum period of 5 working days.
Incidents with your meter reading – This shall be addressed within a maximum period of 5 working days.
Problems with your contract - You will receive an answer within a maximum period of 15 working days. If the claim is in relation to a product that you have not contracted, you will receive a reply within a maximum period of 21 working days.
Incidents with the service received for a contracted product – This shall be addressed within a maximum period of 21 working days.
Supply interruption through lack of payment - You will have a solution within a maximum period of 3 working days.
Lack of gas supply – You will receive a reply within a maximum period of de 21 working days.
Customer service received was not correct – This will be addressed within a maximum period of 5 working days.
Problems with your online processes – You will receive an answer within a maximum period of 15 working days.
Personal data protection problems (LOPD) – This will be addressed within a maximum period of de 7 working days.