Utility problems and cut-offs
You will know who to contact when supply fails, what happens if bills go unpaid and how to challenge a wrong bill.
When the power or water stops, a bill looks wrong or a cut-off notice arrives, you need to know quickly who to contact and what your rights are. This topic covers outages, blackout preparation, cut-offs for unpaid bills and reconnection, disputed bills, and protections for people who rely on…
Pick the article that fits your situation
Who to contact when the power or water goes out
Shows which company to call when electricity, water or gas fails, and what compensation or damage claims you can make. It is for anyone renting or owning a home in Spain who has never had to report a utility fault.
Preparing your home for a blackout
How to get your home ready for a wide power cut that lasts hours: what to keep at home, what stops working in an apartment, and where to get reliable information. For anyone living in Spain.
Can your supply be cut off for unpaid bills and reconnected
Explains when electricity, gas and water can be cut for unpaid bills, who is protected, and how supply comes back after you pay. For anyone in Spain with a utility contract, especially if a bill is late or a notice has arrived.
A bill that looks wrong or double-charged: how to dispute it
How to challenge a bill that looks wrong or charged twice: complain to the provider in writing first, know how long they have to answer, how far back errors can be corrected, and what to do about payment while you wait. For anyone with electricity, gas, water or phone contracts in Spain.
Protecting essential power if you rely on medical equipment
If you depend on electrical medical equipment at home, you can ask for protection against power cuts for non-payment. This page explains how to get it, what it does not cover, and why you still need a backup plan.
About this topic
It is for anyone considering, planning or carrying out a move to Spain. You will learn who to contact when supply fails, what happens if bills go unpaid, and how to challenge a wrong bill.
Start with "Can your supply be cut off for unpaid bills and reconnected". It explains notice periods, protections and reconnection. Then read the page that fits your situation:
- "Who to contact when the power or water goes out" for reporting an outage and claiming what you are owed.
- "A bill that looks wrong or double-charged: how to dispute it" for challenging a bill with your provider first.
- "Protecting essential power if you rely on medical equipment" if anyone at home depends on electrical medical devices.
- "Preparing your home for a blackout" for essentials to have ready and what to do in a wide outage.
Key rules
- Cut-off days: Electricity cuts for non-payment can only happen on working days between 8:00 and 17:00, never on Fridays, weekends, holidays or the day before a holiday.
- Cut-off notice: Electricity can be cut for non-payment only after a written notice with proof of receipt, and not until at least 30 days after you receive it.
- Reconnection: After you pay the debt, electricity must be restored within 24 hours, and you pay a small regulated reconnection fee.
- Complaint reply: A provider must answer a written billing complaint within one month; after that you can take it to the consumer authority.
- Vulnerable consumers: Electricity cannot be cut for vulnerable consumers or for people who depend on medical equipment, but you must request the status and the debt remains owed.
- Notice: No utility can be cut without a written notice that proves you received it.
Utility problems and cut-offs: the whole process, step by step
From a problem to a resolution
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Report the outage to the right company (Who to contact when the power or water goes out): As soon as the power or water goes out
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Prepare essentials for a wide outage (Preparing your home for a blackout): Before any blackout happens
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Challenge a wrong or double-charged bill in writing with the provider (A bill that looks wrong or double-charged: how to dispute it): When you spot the error; you can claim overcharges going back up to five years
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Pay the part you do not dispute and keep proof of your complaint (A bill that looks wrong or double-charged: how to dispute it): While the complaint is open, because disputing a bill does not stop a cut-off by itself
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Take the complaint to the consumer authority if there is no reply or the reply is unsatisfactory (A bill that looks wrong or double-charged: how to dispute it): After one month without an answer
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Request vulnerable consumer status, or protection if you rely on medical equipment (Protecting essential power if you rely on medical equipment): Before any cut notice arrives, or straight away if one does
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Receive the formal cut notice for unpaid bills (Can your supply be cut off for unpaid bills and reconnected): Electricity cannot be cut until at least 30 days after you receive a written notice with proof of receipt
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Pay the debt before the cut date to avoid it (Can your supply be cut off for unpaid bills and reconnected): Within the notice period; cuts happen only on working days between 8:00 and 17:00
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Get your supply reconnected after paying (Can your supply be cut off for unpaid bills and reconnected): Electricity must be restored within 24 hours of payment
Documents you may need
The home and the lease
- Your supply contract — A bill that looks wrong or double-charged: how to dispute it
Payments and receipts
- An itemised invoice — A bill that looks wrong or double-charged: how to dispute it
Other documents
- Proof of your complaint — A bill that looks wrong or double-charged: how to dispute it
- A medical certificate or report from the public health service or regional — Protecting essential power if you rely on medical equipment
- Paper copies of your important documents — Preparing your home for a blackout
- A photo or note of your meter reading — A bill that looks wrong or double-charged: how to dispute it
- Written confirmation from your electricity retailer that your supply point — Protecting essential power if you rely on medical equipment
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