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Money · Portugal
Updated September 2026

⚡ My energy bill is wrong and the supplier won't fix it — who do I complain to?

Direct answer

First a written complaint to the supplier — they must answer within a set time, and most disputes end here once you ask for the meter readings behind the bill. If they do not solve it, Centro de Arbitragem de Conflitos de Consumo (CACC) (consumidor.gov.pt) is the independent body for energy disputes in Portugal: free, and the supplier has to take part. ERSE — Entidade Reguladora dos Serviços Energéticos (erse.pt) is the regulator that supervises suppliers and takes complaints about practices, not individual bills. Pay the undisputed part meanwhile — that keeps your supply on.

Call firstCentro de Arbitragem de Conflitos de Consumo (CACC)
Report toERSE — Entidade Reguladora dos Serviços Energéticos
If that failsDECO PROteste

🗣️ What to say

"Contract [number], invoice [number] of [date]. The billed consumption of … kWh does not match my meter reading of … on [date]. I dispute the invoice and ask for a corrected bill within 4 weeks. I will pay the undisputed amount of €… in the meantime."

🪜 Step by step

  1. Read your meterPhoto with the date. Compare with the readings on the bill; estimated readings are marked as such.
  2. Complain in writingTo the supplier's complaints address, with the contract number. Ask for the correction and a written answer.
  3. Pay what is undisputedIt protects you from disconnection and shows good faith.
  4. Go to Centro de Arbitragem de Conflitos de Consumo (CACC)After the supplier's deadline passes (typically 4–8 weeks) or the answer is a refusal. The procedure is free.
  5. Practices, not bills: ERSE — Entidade Reguladora dos Serviços EnergéticosUnfair tariff changes, aggressive sales, switching without consent — that is for the regulator.

📇 All contacts

Centro de Arbitragem de Conflitos de Consumo (CACC)Arbitration of energy disputes, free up to €5,000After complaining to the supplier without a solution🔗 www.consumidor.gov.pt/parceiros/sistema-de-defesa-do-consumidor/entidades-de-resolucao-alternativa-de-litigios-de-consumo
ERSE — Entidade Reguladora dos Serviços EnergéticosRegulator, supplier practicesSwitching without consent, unfair practices🔗 www.erse.pt
DECO PROtesteBill check, adviceIf you are not sure the bill is wrong🔗 www.deco.proteste.pt

❓ Frequently asked

Can they cut me off during the dispute?

Not for a disputed amount that is with the ombudsman, and never without notice. Pay the undisputed part and say so in writing.

They estimated my consumption for a year

You can demand a bill based on actual readings. Give the reading with a dated photo; the difference must be corrected.

I was switched without agreeing

That is a regulator matter. Contact ERSE — Entidade Reguladora dos Serviços Energéticos and your old supplier; the contract can be reversed.

📎 Sources

Last checked: 2026-09-26

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🧭 Is this still correct?

We check this information carefully, but phone numbers, websites and rules change — and sometimes we get something wrong. Spotted a mistake or a change? Let us know below.

🔗 Related questions

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