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Need help? Do you want to know more about our offers and services and the energy market in France? Check out our FAQ page to find the answers to your questions.
When can you change supplier ?
If you are on the regulated tariff (EDF for electricity and ENGIE for gas): at any time, irrespective of the date figuring on your regulated tariff contract or on your bills. This date is only the anniversary date of your contract and not an expiry date. If you have already left the regulated tariff and are in market offer: the terms for withdrawing from your contract figure on your contract (refer to the General Terms and Conditions of Sale). NB, there are nevertheless non-reducible legal terms to be adhered to. They are the same, whoever the supplier is: · In electricity You can change supplier the day after signing your contract. · In gas A change of gas supplier can be requested up to 4 days before the effective date of the change.
What information must I provide to subscribe to an electricity and/or gas offer ?
If you are a private or a business customer, you must provide the following information: - Reference of your metering point: PDL (delivery point) for electricity and PCE (estimated metering point) for gas. These 14-figure numbers are the only identifiers of your electricity / gas meter and are normally found on your current contract or on your bills and provide - If you are moving in, if you don?t know the PDL (delivery point) and PCE (estimated metering point) of your consumption site, the name of the previous occupant If you are an SME-SMI or an industrial customer, you must provide the following information: Electricity - Electricity Distribution Reference (RAE - unique 14-figure ID of your electricity meter) - Subscribed power per time-seasonality station - Consumption history - For remote-metered sites: charge curve over a rolling 12 months (?10-minute points?) Gas - Gas Metering and Estimation Point (PCE - unique 14-figure ID of your gas meter) - Reference Annual Consumption (CAR) and Profile - Daily Subscribed Capacity for sites with daily reading
How is the change of supplier done ?
As soon as you accept the tariff proposal, IBERDROLA undertakes, at no cost and without any risk of being cut off, all the necessary procedures with the network?s managers. It?s transparent for you! You don?t have to do anything. Before changing supplier, you just have to find out 2 things from your current supplier: - the cancellation time (doesn?t apply to private individuals) - any cancellation costs provided in your current contract (does not apply to private individuals)
Is there a risk of being cut off from your electricity and/or gas supply when you change supplier ?
NO. Whoever your old and new suppliers are, you are guaranteed an uninterrupted electricity and/or gas supply by the network manager: Enedis for electricity, GRDF for gas. A change of power supplier will therefore not require any power cut-off.
Is the quality of electricity and/or natural gas the same ?
YES. It is the transport and distribution network managers who physically channel the electricity and/or gas to the consumer's site.
What happens if there is a power cut ?
If there is a power cut due to an incident on the network, the emergency and repair services are always provided by the distributors (Enedis for electricity and GrDF for natural gas), whoever your power supplier is.
What is the difference between a power distributor and a power supplier ?
The distributor, also called distribution network manager, locally distributes natural gas and electricity to the end customer. It is responsible for the commercial operation, upkeep and development of the power distribution network and its activities are not subject to competition. It also executes meter readings at customers whoever their power supplier is. GRDF is the manager of the natural gas distribution network. Enedis, formerly ERDF, is the manager of the electricity distribution network. The gas and/or electricity supplier markets the power to the end customer. Its activity consists of purchasing the power and reselling it to consumers, either businesses or private individuals. The gas and/or electricity supplier is the entity with whom customers have most contact: from the subscription and cancellation, through to the changing of the name on your meters, power contracts are concluded with the power supplier and not with the distributor.
Who do I contact in the event of an emergency on my electricity or gas installation ?
For any repair on the electricity network, or to report an incident or a hazard, contact the distributor Enedis (ex-ERDF) on 09 72 67 50 xx (xx = regional department number, price of a normal call). For any repair on the natural gas network, contact the GrDF distributor at the gas emergency number: 0 800 47 33 33 (free call from fixed telephone).
Which customers does the end of the regulated tariffs concern ?
For the electricity market: · Business customers who have an electricity contract with a subscribed power strictly above 36 kVA (yellow and green tariffs) can no longer benefit from regulated electricity sale prices, as has been the case since 1 January 2016. · Private and business customers with an electricity contract with a subscribed power of less than or equal to 36 kVA can continue to benefit from the regulated tariffs and remain free to return to the regulated tariff at any time after opting for a market offer if they request to do so. For the natural gas market: · Business customers consuming more than 30 MWh per year can no longer opt for the regulated gas sale tariffs, as has been the case since 1 January 2016. · Private and business customers with a natural gas sale contract whose annual consumption is less than 30 MWh can opt for the regulated tariffs and remain free to return to the regulated tariff at any time after opting for a market offer if they request to do so.
Is the distribution cost different with Iberdrola ?
NO. It is the transport and distribution network's managers who physically channel the electricity and/or gas to the consumer?s site. This is a regulated activity: the tariffs for use of the electricity and natural gas transport and distribution networks are fixed by the public authorities. The distribution part is therefore the same, whoever the supplier is.
How can I use my energy voucher to pay my bill ?
First of all, make sure that the name of the owner or co-owner indicated corresponds to the name on your contract or IBERDROLA bill. Then send us your energy voucher by post to the following address, indicating the IBERDROLA contract reference on the back of the voucher:
IBERDROLA ENERGIE France TOUR ARIANE 5 Place de la Pyramide CS 60204 92088 PARIS LA DEFENSE
As a result of the COVID-19 health crisis, postal services have been impacted in France and it now takes a lot longer to receive and process your requests by post.
How to pay your bill by bank transfer ?
Please find our RIB below to make the money transfer. RIB
What is the fixed tariff ?
The fixed tariff is a free service offered by IBERDROLA that allows you to spread out your energy budget throughout the year and pay your bills with the same amount every month.
What is a bill adjustment ?
As soon as you done your last payment for the year, we send you an adjustment bill for the difference between what you have consumed as energy and what you have already paid. This adjustment bill can be either: · If you have consumed less than your monthly estimate, your balance is then in credit and we will refund the overpaid amount to you by bank transfer. · If you have consumed more than your monthly estimate, the overpaid amount will be applied to your bill.
Why do I receive an estimated bill ?
When your meter is not communicative (Linky or Gazpar), you receive an estimated bill every two months based on the consumption data transmitted by the network operators (ENEDIS and GRDF). You will then receive six energy bills per year (gas and/or electricity), two of which will be based on actual consumption following the visit by the distributor's technician to read your meter. To ensure that your billing is always as close as possible to your actual consumption, you can read your meter directly from your customer area or our website.
How can I get an actual bill ?
Households equipped with a communicative meter (Linky or Gazpar), can benefit from an actual monthly bill. Monthly bills are drawn up on the basis of the consumption data transmitted via the meter. The bills are perfectly adjusted to the actual consumption of the household. You will then receive six energy bills per year (gas and/or electricity), two of which will be based on actual consumption following the visit by the distributor's technician to read your meter. If your household is not equipped with a communicative meter, you can still switch to the actual monthly bill by entering your meter reading each month directly via your customer area or our website.
Why should I read my meter ?
Simple and fast, communicate your meter readings directly from your customer area on IBERDROLA Customer mobile application (available on android and iOS) or via our website, so that your bill is always adjusted to your consumption.
I need to move house. What information do you need to take care of this ? And how long beforehand ?
To properly prepare for your move, we need information on your current and future home. You need to send us the following information: For your old home: · Your meter readings (GAS and/or ELEC) · The exact date of leaving the premises For your new home: · The estimated metering point (PCE, in French) and/or delivery point ( PDL) or an electricity bill for your home · The meter numbers · The name of the former occupant In order to be on time for your move, you must allow 5 to 10 days before your departure. USEFUL INFORMATION! If this is your first move, here is some practical advice: If you don't know your delivery point (PDL) or your estimated metering point (PCE) and you are the first occupant of the house, there are some preliminary procedures that you need to take care of: · Send in an application for connection to ENEDIS/GRDF in order to get an electricity/gas meter and a PDL/PCE number using the following link(s): https://connect-racco.enedis.fr/prac-internet/demande/arbre_de_decision/1/lien/500 https://www.grdf.fr/particuliers/comment-raccorder-logement-gaz-naturel · Obtain a certificate of compliance for your electrical and/or gas installation via the link(s) below: http://www.consuel.com/produits/?pro=non&ac=jaune https://part.qualigaz.com/certificat-de-conformite/logement?id=1603728707