Complaints and Claims

You can file a complaint for free by yourself, through a third party on your behalf, or via your energy provider. It’s important to identify yourself using a CUPS, a supply file, or an inspection file. You can use the following channels:

 Digital Channels:

Fill out this form or access it from the Private Area, and we will provide you with a code to track your complaint.

For detailed information on how to file a complaint, check our Claims Manual.
 

 Email:

Contact us at contacto@i-de.es. If your complaint is related to toll billing and metering, and you have contracted power below 15kW, we will respond within one week. For other complaints, we will respond within three weeks.

 Regular mail:

Send your complaint to this address: Av. de San Adrián, 48, 48003 Bilbao - Bizkaia. If your complaint is related to toll billing and metering and you have contracted power below 15kW, we will respond within one week from the date we receive your letter. For other complaints, we will respond within three weeks after receiving your letter.

 Toll-free Phone:

Contact us at our toll-free number 900 171 171. We will inform you of the estimated response time and provide your complaint code during the call.

Communication Channels:

At i-DE, we offer various channels to make it easier for you to file a complaint. Discover them!

Languages:

We can assist you in Spanish, English, and the regional languages where we operate: Euskera and Valencian.

Support in these languages is available by phone, email, or in writing.

Complaint Analysis:

Our complaints department will thoroughly analyze your complaint, adhering to our quality guidelines.

Private Area Tracking:

In your Private Area, you can track your complaint at any time (refer to the manual for tracking inquiries, complaints, and other procedures).

Resolution:

Once your complaint is resolved, we will send the response through our digital channels or by postal mail within the established deadlines. You can also check the result in your Private Area.

Feedback:

Your opinion is very important to us. We will ask for your feedback to improve our service.

Our complaints process is certified according to quality standards: ISO 9001:2015 and UNE ISO 10002:2018."

• How do I manage my claim? 
   

If your equipment has been damaged due to an incident in the electrical supply network, you can file a claim through the channels indicated in the section ‘How can I open a claim with i-DE?’.

We will respond with the resolution of your claim through the Private Area or by postal mail to the correspondence address listed in our systems. The average response time for assessing a claim varies depending on the complexity of the case, ranging from one week to a maximum of one month.

Additionally, you can check the response letter to your claim in your Private Area.

If your claim is favorable, our appraiser will contact you by phone and guide and assist you in all procedures and documentation that you will need. (See sections: ‘What do I need to manage my claim?’ and ‘What do I do with my equipment while my claim is being assessed?’)

If you have home insurance that covers electrical damage, you can make a claim through your insurance.

• What do I need to manage my claim? 

At i-DE, we do not repair or replace electrical appliances that have been damaged; instead, we compensate for those electrical damages for which we are responsible and that have been previously certified by a technical service.

In case i-DE is responsible for electrical damage to your equipment, our appraiser will contact you by phone to begin the appraisal. It’s possible that the appraiser contacts you before receiving a response to your claim.

If your complaint is favorable, there are two possible scenarios:

•    Repairable Equipment: If the equipment is repairable and it’s justified that damages are due to an incident in the power supply network, i-DE will cover the repair costs. You must:

    o    Contact a technical service for repairs.
    o    Keep invoices or repair estimates as they will be requested during claims management. Important!

•    Non-Repairable Equipment: If the equipment cannot be repaired and it’s justified that damages are due to an incident in the power supply network, the equipment will be valued based on its current market value. You must:

    o   Keep the technical service report justifying the non-repair, as it will be requested during claims management. Important!

• How long will i-DE take to manage my case?

•    After opening the claim and analyzing it, we will send a response within an average of one week, or a maximum of one month depending on the complexity of the case.

•    If favorable, our appraiser will contact you by phone to begin the appraisal. 

•    The appraisal process can take up to 20 days.

•    You will receive a settlement with the compensation amount through the Private Area or by postal mail. You must return it completed and signed by postal mail or email for us to proceed with the payment.

•    You can track the status of your claim at any time by registering in our Private Area.

• What do I do with my equipment while my claim is being assessed?

While i-DE assesses your claim, you can contact a technician to repair or evaluate your equipment. If the claim is favorable, you will have already advanced in the process. Options include:

•   Contact the official service of the damaged equipment (if still under warranty) or the store where you bought it.
•    If multiple appliances are damaged, you can find a multi-brand technician. Ensure to provide the brand and model of the equipment.

It’s crucial not to dispose of damaged equipment until it has been evaluated and you have an official report. Without this, i-DE cannot compensate you.

• What documentation will the appraiser need for the appraisal?

For a correct appraisal, you need:

Repairable Equipment:

1. Repair invoice detailing the brand, model, and damaged parts.

Non-Repairable Equipment:

1. Technical report detailing why the equipment cannot be repaired, including brand, model, and acquisition date. Purchase invoices if available, and invoices for new replacements.

In all cases, include the technician’s travel and labor costs.

If you need to file a claim on behalf of another person, please consider the following information and follow these steps:

1. Download the authorization you need to open and manage on behalf of another person:

• Authorization for a claim about a supply point with a contract (Download template).
• Authorization for a claim about a connection file (Download template).

2. Fill in the template with the required data and prepare:

• Copy of the ID of the contract holder or applicant of the connection file.
• Copy of the ID of the authorized person.

3. Send an email to contacto@i-de.es with the following information:

• Authorization of claim in another name for CUPS.

• In the body of the email, describe the reason for your claim.

• Attach the completed authorization and the identification documents of the authorized person and holder or applicant.

Important: The validity of this authorization is limited exclusively to the request indicated in it and is valid for one year from its granting.