During the client's week, EDP, an electric energy distributor, reinforces the possibility of negotiating debts with expanded facilities for clients, in addition to encouraging access to services and requests through virtual channels, without the need to leave home.

In this challenging pandemic context, EDP maintains the special conditions for paying off debts, with installments up to 24 installments, interest exemption and reduced entry for customers with overdue energy bills. Trading is carried out simply and securely through the EDP Online website, www.edponline.com.br or through the EDP Online smartphone application.

Another measure that has become even more relevant with the need for social isolation is the possibility of paying bills via the internet, using the bank's virtual portal (internet banking) or by registering the energy bill on automatic debit. The customer can request the automatic debit registration through EDP Online or directly through its bank network.  There is also the possibility to receive energy bills digitally, via e-mail, by registering with EDP Online.

“Contributing to the financial security of families in such a delicate scenario is part of our responsibility to society and customers, and the expansion of facilities in the payment of debts is in line with this objective,” emphasizes Vilmar Abreu, manager of excellence for the customer EDP.

Reinforcement of digital channels

In order to reduce the need to travel to face-to-face service agencies, in order to prevent the spread of the Coronavirus, EDP expanded its virtual customer contact channels. In June, launched service via WhatsApp. The tool, which is used daily by a large part of the population, aims to enable an even more practical digital service. When adding EDP's WhatsApp by the numbers (27) 99772-2549 (Espírito Santo) and (11) 93465-2888 (São Paulo), the customer has the possibility to consult debit and request the duplicate of the account with the bar code for payment.

The Company already offers customer service on the EDP Online portal, www.edponline.com.br and on the EDP Online smartphone application. With that, the services can be requested virtually. In these channels, the consumer has at his disposal a 24-hour chat, which allows photographic recording, facilitating services that require the location of the consumer unit or consumption reading report.

To record power outages, it is possible to send free SMS to 28037 with the message Sem Luz [No Power] Consumers can also opt for telephone contact through the Customer Service (SAC), on 0800 721 0707 (Espírito Santo) and 0800 721 0123 (São Paulo, available 24 hours a day, including Saturdays, Sundays and holidays , for which calls are free.

As a new tool to expand virtual service, EDP also created video service, which allows, through a video call, visual contact between the consumer and the attendant in requests that were previously only made at brick-and-mortar branches. For video service, just access the site www.edp.com.br/servicos-sem-sair-de-casa.For cases in which going to the branches is essential, EDP adopted all sanitary measures to guarantee the safety of customers and employees. Seeking to minimize the crowding of people, the possibility of scheduling the date and time for the service was created through the same link as the video service.  

“In this pandemic period, virtual channels have become even more relevant. They are practical and bring a lot of security and comfort so that the consumer can make their requests without needing to travel to a physical environment”, concludes Vilmar Abreu.

About EDP in Brazil

With over 20 years of experience, EDP is one of the largest private companies in the electricity sector operating throughout the value chain. The Company, which has over 10,000 direct and outsourced employees, operates in Transmission, Trading and Energy Services and has six hydroelectric generation units and one thermal power station. In Distribution, it serves about 3.5 million customers in São Paulo and Espírito Santo, in addition to being the main shareholder of Celesc, in Santa Catarina. In Brazil, it is a reference in areas such as Innovation, Governance and Sustainability, having been in the B3´s Corporate Sustainability Index (ISE) for 14 consecutive years.