Had an appliance burned by lightning? Know your rights

The summer rains are just starting in Brazil and even in times of lower volume, there is a risk of you ending up having problems with a electrical burnt by lightning.

The good news is that with the proper information that the problem was due to a power outage from the company supplying your home, it is possible to receive a refund for the repair cost or even the total market price in the case of a problem that prevents The operation.

O Consumer Protection Code it is your main ally to get the money spent (or lost), but the procedures change from company to company. Understand each of the details right now.

What does the law say about appliances burned by lightning?

O Article 22 do Consumer Protection Code obliges all companies, regardless of the market in which they operate, to offer a continuous service of quality and safety. In the event of any problem resulting from a failure in services, companies are obliged to pay for the repair or a new device in case of total loss of components.

A ANEEL (National Electric Energy Agency), according to article n.º 602 of Resolution 1000/2021, also obliges companies to carry out on-site inspections and on damaged products so that measures are taken within five years from the problem that caused the breakage or total loss of the appliance and/or electronics happened.

Companies need to visit the affected location within 10 days of opening the request by the customer and carry out a technical analysis to assess the damage. If the appliance burned by lightning is used to store and preserve perishable food, the limit is um business day.

The technician's report must be delivered within 15 consecutive days and everything must be resolved within a maximum of 20 days, either by paying for the repair, exchange or replacement of what was damaged due to a problem in the wiring, which also caused the appliance burns. THE Procon-SP states that if the inspection is not carried out by the company, the period must be counted from the day of the reimbursement request.

In case the device burned by lightning is still under warranty, it is worth requesting an analysis from technical assistance so that a second inspection is carried out and you have proof that the high voltage spike really happened and caused the problem. Depending on the result, the electricity company has up to 20 business days to reimburse the money for the product, repair or replacement, says Procon-SP.

Necessary informations

Experts in causes involving electric power companies point out that it is important for the customer who had the problem to gather as much information as possible to then file a refund request. In summary, you must have, at a minimum:

• Date and time when the problem occurred;
• Proof that you are the owner or legal representative of the location;
• Report the problem, such as burning one or more components;
• Describe the characteristics of the appliance, citing brands, model and even the year of manufacture.

It is important to remember that each company may have its deadlines to respond to these requests, but the right ceases to be valid after 90 days from the occurrence. So, the day after the problem, get in touch with the energy company where you live so that everything is resolved as soon as possible.

It usually takes no more than five days for a first response to be given, but the sooner you get a response and, more importantly, your money back, the better. If the request is not answered, it is worth contacting the Procon city ​​and register a complaint against the company, claiming that there was no response within the law.

Lawsuits may even be an alternative, but this is only recommended in more extreme cases and only when the electricity company is not open to dialogue with its consumer.

Electricity company rules

Brazil is a very diverse country, as expected, and there are many companies providing electricity services. See what each one follows and how to make a chargeback request.

Amazonas Energy

following what ANEEL send the Amazonas Energy it also allows affected customers to file a claim within 5 years of the issue. The whole process can be done by company website and in addition to basic information, such as the owner's name, date of occurrence and details of the product (brand, model, year of manufacture and problems that caused failure or total loss), it is necessary to send a Selfie with document to prove identity.

The contact's response will be made through the informed channel and a technician needs to visit the location and carry out an inspection to grant the request or not. THE Amazonas Energy remember that legal representatives can even make a request to receive the value of the repair (in this case, keep the documents of everything that was purchased/contracted for the technician to approve the request) or a new appliance, but the value will be debited from the account of the unit holder.

celesc

The company that takes care of the electricity supply of Santa Catarina responds to requests for electrical appliances burned by lightning only via telephone (08000 48 0120) or via customer service at in-person stores. Within five years of the occurrence, the holder or legal representative of the location must create the request, informing:

• RG or CPF number of the holder or legal representative;
• Probable date and time of occurrence of the damage;
• Report of the problem presented by the electrical equipment with details of what happened;
• Option to receive compensation (future entry on the energy bill, bank deposit specifying bank, branch number and current account number, or receipt by paycheck)
• Choice of means of communication between the consumer and Celesc (e-mail or letter);
• General characteristics of the damaged equipment, such as: brand and model, time of use;
• Data showing whether the equipment was ever repaired before the burn;
• Data showing whether the equipment has already been repaired after the burn;
• Invoice or other document proving the acquisition of the equipment before the probable date of occurrence of the electrical damage;
• Term of Commitment and Responsibility that the damage occurred when the equipment was connected to the internal installation of the Consumer Unit and that there was no tampering with the equipment and damaged parts, as well as with the electrical installations of the Consumer Unit.

cemig

The company responsible for supplying the state of Minas Gerais also follows the resolution of ANEEL and customers who feel aggrieved can get in touch through service channels within five years from the date of the incident. It is necessary to inform the following data:

• Customer number or installation number where the event occurred (both available on the energy bill);
• Probable date and time of occurrence of the damage;
• Report of the problem presented by the equipment;
• Relationship with description and general characteristics of the damaged equipment(s), such as brand and model, etc.

There is an important rule: if the request is made after 90 days of the event, it is necessary to present an invoice that proves that the electrical appliance burned by lightning belongs to the creator of the request.

A cemig it also requires a report written by a qualified technician, proving that the problem was due to a voltage spike and stating that the malfunction was caused while the appliance was plugged in. Possible receipts for repairs or full purchase price can be attached to help you recover the additional expenses.

coelba

Operating in Bahia, the Neoenergia Coelba allows its customers to make the request by telephone (116), attendance at in-person stations or by website. The most important rule is that the reimbursement process must be carried out within five years, according to what the ANEEL. These are the requested documents:

• Contract Account Number of the Consumer Unit where the fact occurred;
• Information demonstrating that the applicant is the owner of the consumer unit, or its representative (CPF/CNPJ; CNH; CI, other necessary documents in relation to the representative);
• Contact telephone and e-mail;
• Probable date and time of occurrence of the damage;

• Description and general characteristics of the damaged equipment(s), such as: brand, model and serial number (optional);
• Report of the problem presented by the electrical equipment;
• Address and at most two points of reference of the Consumer Unit;
• Information on your preferred communication channel for response (email or letter). 

The response time varies: in cases that occurred within 90 days, the first response will be sent within 15 calendar days; the number rises to 30 days if this limit is exceeded. THE coelba reminds you that you can ask an employee to inspect the affected location or product, but this is not mandatory.

EDP ​​Brazil

Responsible for bringing electricity to some cities in the states of São Paulo and Espírito Santo, EPD Brasil is another company that follows the rules of ANEEL and allows your customers to submit a request directly from the official website. You must have the following documents at hand:

• Facility number where the electrical appliance is installed (located on the energy bill);
• E-mail or mailing address for sending the response;
• Full Name of the Holder registered at EDP;
• Information – CPF, RG (Individuals) and CNPJ and Social Contract (Legal Entities);
• Telephones and e-mail for further contact;
• Probable time and date (dd/mm/yyyy) of the occurrence of the damage;
• Report of the defect presented by the electrical equipment;
• Description and general characteristics of the equipment: brand, model and serial number;
• Payment option (credit in invoice, money order, bank deposit and check);
• In case of bank deposit, complete data (bank, agency, account with digit (type: checking/savings)

The company mentions on its website that it can schedule a visit by a technician to review the appliance burned by lightning and at the aforementioned location. The time to receive the reversal of the amount spent varies: if the request is made within 90 days, the amount will be sent within 15 business days. If this period has passed, the return period increases to 30 working days.

There is the possibility that the company requires a specialist report in case of total loss, as well as the presentation of the parts that burned. If there is a possibility of repair, it will be necessary to present two different technical assistance quotes, with as much detail as possible. Information on the CNPJ of the locations consulted by customers can also be requested by EDP Brasil for the reimbursement to be granted.

ENEL

Responsible for bringing electricity to homes and businesses in the cities of São Paulo, Rio de Janeiro, Fortaleza and Goiânia, ENEL points out that all injured parties can use Resolution 1000/2021 of the ANEEL to have your right put into practice when making the request via application or company's official website.

According to the official statement, a customer can make their request within 5 years of the problem and if it is found that the problem was due to a short circuit in the electrical network, reimbursement will be made according to the analysis of the technician. When opening the request to receive the value of the appliance burned by lightning, it is necessary to have at hand:

• CPF of the owner of the unit or CNPJ of the company where the problem occurred;
• Date or time of occurrence;
• Problem report;
• Product description, including brand, model and year of manufacture.

So, just wait for the company to get back in touch to resolve. It is worth remembering that even though it has a five-year limit for its customers, the ENEL still need to meet the deadline to resolve the problem within 25 days. If this is not considered, contact the Procon your city to file a claim.

If the device burned by lightning has already been repaired, it will be necessary to send two detailed estimates for the repair, the report issued by a qualified professional, invoice for the repair, indicating the date of the service and leave the replaced parts at the disposal of the distributor.

The deadline for everything to be resolved is up to 20 calendar days and the company reserves the right to carry out an on-site inspection of the damaged device before deferring payment of the amount to the customer.

Equatorial Energia

Completing our list of the main electric power companies in Brazil, Equatorial Energia, which meets the Pará, Piauí, Amapá, Maranhão and Alagoas allows a refund request to be made within 90 days of the occurrence. All the process must be done through the official website and basic information will be requested from the owner with problems and other essential details.

The response to the complaint will be sent within 15 calendar days and a verification takes place within 10 calendar days. As for the reversal, the company informs on its website that the process will be completed (with the reversal approved or not) within 20 calendar days.

It is worth remembering that sending the request does not oblige the company to reimburse the repair or the market value in case of total loss, but it is a way of having your right exercised under the law. Be sure to try to recover what was spent!

Tips for not losing your equipment

No one likes having to go through the problem of being without an appliance or electronic product at home, as in addition to having to send the device for technical assistance, having to speak to an electricity company can be a somewhat bureaucratic process.

With that in mind, it pays to have a surge protection device, also called a surge protector. DPS. These items work as an energy "meter" and in the event of a peak in the electrical wiring of a residence, everything will be deactivated to prevent the burning of appliances.

Brazil is the country where the most lightning strikes in the world and it is estimated that 77,8 million lightning strikes are recorded by the appropriate bodies. With that in mind, it's worth investing in insurance that covers electrical problems, as well as grounding the entire home's electrical grid.

Another expert tip is to always carry out inspections from time to time, because the older the wires are, the greater the chances of the house having a short circuit. Older electrical wires can also generate misuse of energy, which leaves the bill more expensive. Never leave this issue aside so as not to experience unexpected problems.

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