My energy bill is wrong or far too high in Portugal. What now?
Most bill problems come from estimated meter readings, a wrong meter number or a changed advance payment. You have the right to a correct bill based on your real use.
📜 The rules in Portugal
What to do first
Complain to your supplier first. If unhappy, or with no reply after 15 working days, ask ERSE to intervene. For a binding decision, use a consumer arbitration centre: arbitration is compulsory for the supplier, and free or very low-cost.
Protection against cut-off
For unpaid bills the supplier must send written notice at least 20 days before a cut-off. Households usually get their power reduced to 1.15 kVA first (5 days' notice), and supply can be cut 20 days later. No cut-offs on Fridays, weekends, public holidays or the day before a holiday.
🪜 Step by step
- Read your meter nowTake a dated photo of the meter and compare it with the reading on the bill.
- Check the detailsMeter number, address, period, price per unit and advance payments. One wrong digit can explain a huge bill.
- Complain in writingSend the supplier your reading and photo and ask for a corrected bill. If you can, pay the part you do not dispute.
- EscalateIf the supplier does not fix it in time, go to the dispute body below.
📇 Who to contact
❓ Questions
Should I pay a bill I dispute?
If you can, pay the part you agree with and dispute the rest in writing. That protects you best.
Can the supplier estimate my use?
Yes, if no reading was available. You can always send a real reading and ask for a correction.
How far back can they bill me?
The limits differ per country. Ask the energy regulator if you get a large back-bill.
📎 Sources
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