- As a result of the COVID-19 outbreak, and for the purpose of reducing the possibility of contact between people, the company has implemented various protocols to maintain the operational continuity of the electricity network and provide timely service to its customers.
Santiago, March 25, 2020 – Due to the progressive increase in coronavirus cases in Chile and, with the aim of protecting the health of its workers, employees, and clients, Enel Distribución shall temporarily suspend the distribution of bills and reading electric meters at customers’ homes, in order to decrease contact between people. This measure is effective as of today.
The company has adopted these measures in order to carry out the responsible management of the health contingency, avoiding circumstances that may represent a risk of transmission of COVID-19.
By registering on the enel.cl website, customers can see their energy consumption, view and/or download their bill. They can also access this information through the Enel Clientes Chile mobile phone application.
When it is not possible to record the meter reading, by law, the electricity distribution companies are authorized to temporarily bill the average consumption of the last 6 months. When the meter reading is normalized, the provisional invoice is discounted and the actual consumption is charged.
One way to keep actual consumption up to date, and thereby avoid the calculation based on averages, is for customers to contact the company to report their actual meter reading through its available channels such as the website, call center, and App.
Enel Distribución has reinforced its digital channels to facilitate contact with its customers and provide suggestions on how to act in the safest way. These are: the website enel.cl, the twitter account @EnelClientesCL, the Facebook page "Enel Chile," and the application for mobile phones "Enel Clientes Chile", which is the fastest way to contact the company. To use it you have to download the app and enter the customer number one time only, so that you are registered and enabled for use.
Other preventative measure
Enel Distribución has adopted a series of measures, such as implementing action protocols for workers and their family groups, so that they are prepared on what to do and who to turn to in case of symptoms.
All persons whose work can be performed remotely have switched to remote working mode. In this way, the use of digital tools and platforms is given priority, for activities that can be carried out remotely, other than the operation of the distribution network and customer service.
In addition, access to facilities corresponding to the operation of the electrical network has been restricted exclusively for authorized personnel, thereby increasing the frequency of daily cleaning and disinfection in the facilities. Likewise, all shift changes are made under strict protocols, including additional safeguard measures.
The staff of each of the call centers that provide service to our company was distributed in different facilities to reduce the probability of contagion.
The company has closed all its commercial offices in order to avoid people coming to crowded places, using public transportation, and also handling coins and bills, reducing the occasions that could represent a risk of COVID-19 transmission.