Our Business Vision
The Value of the Grid in the Electrical System
Corporate Governance System
Board of Directors
Security and Prevention
Facilities on the Network
Benefits and services
New energetic models
Deployment Projects and Areas
Online Management Accesses
The Smart Grid offers Customers important advantages, such as:
The European Union has set forth three objectives applicable to the energy sector to be met by 2020:
With the roll-out of the Smart Grid, the distribution network will contribute to these objectives by:
Telemanagement, regulated by Royal Decree, mandates that the new meters used by households (smart meters) must be equipped with:
Under telemanagement, traditional electric networks can evolve towards the Smart Grid by incorporating technologies (mainly PLC-PRIME information and communications) which will allow new services, improving both supply quality and customer service.
The main objective of the STAR Project is to comply with Order ITC/3860/2007 on the adaptation of metering equipment. The aim is also to take advantage of this opportunity to shift towards Smart Grids by adapting the distribution network to respond to the demands of society and incorporate technologies (mainly related with information and communications) which will allow new services to be offered and improve supply quality as well as customer service.
Transformation centres will be equipped with electronic equipment to help gather information about and control the electric grid, to improve business operations (operations, planning, investments, grid optimisation, etc.).
Through all of these improvements, the following will be achieved:
This is definitely a huge leap forward towards the technological transformation of the electric distribution grid and preparing it to meet society's future needs.
Iberdrola Distribución Eléctrica, S.A.U. has taken all the necessary measures to ensure that our grids are completely safe from all points of view.
Unlike other alternatives used in other countries, this new meter does not use radio frequencies or microwaves for communication, as it sends data exclusively via the existing power cable.
From a technical point of view, these new meters comply with the provisions of the Ministry of Industry, Tourism and Trade through the Unified Regulation on measuring points of the electricity system, approved by Royal Decree 1110/2007 of 24 August and Order ITC/3022/2007, of 10 October. Furthermore, the new meter communicates data according to the UNE-EN 50065-1 standard. It transmits signals over the low voltage electrical network in the frequency band from 3 kHz to 148.5 kHz, in accordance with the reservation made by the European Committee for Electrotechnical Standardisation (CENELEC) for use by electricity distribution companies.
As far as health problems are concerned, both the current and future installations are well below the exposure limits or thresholds established in current legislation, which have been unanimously defined by the Scientific Community at national and international level, without any cause for concern or risk to health. These exposure limits or thresholds have been established in European Council Resolution 1999/519/EC, of 12 July, and are those currently in force in Spain (Royal Decree 1066/2001, of 28 September), and subsequently ratified by the Ministry of Health through its reports entitled "Updated assessment of electromagnetic fields in relation to public health" of 2003 and "Report on the application of Royal Decree 1066/2001" of 2005, confirming that compliance with the limits established therein guarantees the health of persons who remain in areas close to the facilities considered.
The Ministry of Industry, Tourism and Trade has decided that all traditional electric power meters should be replaced by an electronic model that allows for time-of-day rates and offers telemanagement capability, i.e., the possibility of reading the meters and changing the contract's terms and conditions without having to be present at the customer's home.
Ministerial Order ITC/3860/2007 of 28 December, in its Additional Provision 1 on the plan for replacing metering equipment, stipulates that: â€œAll meters for electric power supplies with contracted power up to 15 kW must be replaced by new equipment that allows for time-of-day rates and remote management before 31 December 2018."
Royal Decree 1110/2007, dated 24 August, approving the unified Regulations for power grid metering points, defines the functions of the new measuring equipment (meters).
The new measuring equipment will offer users numerous advantages, including the following:
All supplies with contracted power equal to or less than 15 kW are affected.
The old meter is removed and the new one is installed free of charge.
Iberdrola Distribución Eléctrica is responsible for the disposal costs of the removed equipment.
The personnel authorised by Iberdrola Distribución Eléctrica will be duly accredited and uniformed. In no event will the customer be asked for cash, current account numbers or additional details.
You don't need to do anything. The first step is to check the meter panel to check whether it is in the right condition to replace the meters. Next, a letter will be sent to customers informing them of the date on which the meter will be replaced. It is advisable for the customer to be at home at that point, in case the PCS (Power Control Switch) needs to be removed. When the meter is replaced, the customer will be provided with related information.
To replace the equipment (as is the case with any change of equipment) the electricity supply has to be cut off for a few minutes. A few days earlier, we will place information signs in the building to inform the customers of the day and time when the work will be done.
As regards customer-owned metering equipment, Ministerial Order ITC/3860/2007 of 28 December, in its Additional Provision 1 on the metering equipment replacement plan, stipulates that:
"5. Customer-owned metering equipment for supplies with contracted power up to 15 kW which have no time-of-day rate and telemanagement capacity and which is affected by the actions envisaged in the replacement plans approved by the regional governments, shall be replaced as set out in those replacement plans."
According to the approved plan, if on the date the equipment is changed in your area you have not informed the distribution company and installed a meter owned by you, we will replace it under the conditions set out in Ministerial Order ITC/3860/2007.
According to this Ministerial Order, if your meter is less than fifteen years old, the replacement be at no cost to the owner and no rental for the remaining lifetime of the equipment, up to 15 years. In any event, such equipment must be replaced by 31 December 2018.
However, we remind you that at any time, and subject to prior notification to Iberdrola Distribución Eléctrica, S.A.U., you can install a meter owned by you as set out in the aforementioned Ministerial Order.
The meter of your choice should be on the list of manufacturers and models approved by Iberdrola Distribución Eléctrica.
The new meter is the same size as the old one, and it will therefore be installed in the same place as your current equipment. The replacement process will be quick and simple, provided that we have easy access to the meter.
Because the new meter incorporates the Power Control Switch (PCS) function, at the time the equipment is replaced we will leave a sticker explaining how to reset the PCS if it trips in the event that the demanded power exceeds the contracted power, which we shall put on your letterbox and in the building's common areas.
The metering equipment belongs to Iberdrola Distribución Eléctrica, S.A.U., i.e., the distribution company in your supply area; this has nothing to do with the retailer with whom you have signed the electricity supply contract.
Consumers who have the telemanagement meter installed can view their daily, weekly and monthly consumption curves, as well as other data, through the Iberdrola Distribución Eléctrica website.
Such information enables customers to know how their electricity consumption is distributed and use it more efficiently, as well as to decide which rate best suits their particular profile.
To consult your consumption data, you must register in the system by clicking on the following link here and following the instructions to register.
Once registered, you will be able to access the information with your e-mail (user) and password.
This invoice will be divided into two parts. The first part will include the electricity consumption from the previous reading to the reading shown by the meter at the time of its removal. The second part will show the electricity consumption from the date the new meter is installed to the date of the bill. The total amount will not change in any case.
The only change will be the meter rental amount. As occurs with the meter to be removed, rental of the new equipment is regulated as of 3 August 2013 and, in accordance with Order IET/1491/2013, dated 1 August, amounts to 0.81 euros/month in the case of single-phase supplies, and 1.36 euros/month for three-phase supplies.
Remember that we are at your disposal at the following e-mail address or on 900 171 171 171.
No, the conditions of your contract will remain the same, both in terms of power and contracted rate.
No gas meter replacement plan has been approved so far.
It is a device that makes sure that the power demanded by the equipment connected to the installation does not exceed the subscribed power for the supply point.
When the equipment connected to the installation demands more power than the subscribed power, the MI trips automatically leaving the installation out of service.
To restore service, switch off some of the appliances first in order to lower the connected power below the subscribed power, wait for a couple of minutes, and raise the lever manually.
If is housed in a standardised sealable box placed on the wall near the door of the house or premises, just before the general control and security panel. It can be attached to the panel or installed separately.
Article 10 of Royal Decree 1454/2005 [PDF] stipulates that all supplies to consumers must include power control elements according to the installation plans established by the distribution companies and submitted to the regional authorities.
Moreover, as set forth in Additional Provision I of Order ITC/1857/2008 [PDF], pursuant to the aforementioned article, distribution companies must inform the consumers of their obligation to install the equipment and the various possibilities available for its purchase and installation.
For this communication, Iberdrola Distribución Eléctrica will send two notifications to the consumers in its distribution area, the first one informing them of the compulsoriness and requirements for installing the MI; if no reply is received, the second notification will be sent 20 days later, reminding the consumer that, unless it is installed within an additional 20 days, contract billing will be changed automatically until it has been installed.
Additional Provision 2 of Order ITC/1559/2010, dated 11 June, establishes the billing method that will be implemented on 16 June 2010 for those supplies which have received the aforementioned notifications but have not installed the MI within the specified period of time.
Firstly, it is necessary to check whether the standardised box is placed on the wall, near the general control and security panel. If the box has not been installed, the contract holder must contact an authorised electrician to have it installed correctly. The idea is to have a space separate from the general control and security panel where the mains isolator can be installed.
The contract holder has two options:
In either case, the contract holder must phone Iberdrola Distribución Eléctrica at 900 17 11 71, within the established period of time and inform about the option chosen. Subsequently, personnel authorised by Iberdrola Distribución Eléctrica will check and seal the MI if it has been installed by an authorised electrician, or install it if the contract holder asks Iberdrola Distribución Eléctrica to install it.
In both cases, the contract holder must pay a one-time amount of 9.044760 euros + VAT for the checking and sealing work, in accordance with the regulations currently in force.
The legislation currently in force stipulates that the distribution companies must increase the bill until the consumer informs that the box or MI has been installed correctly.
Since 1 July 2009, the subscribed power applied to all the affected access rate supply contracts has been 20 kW (Order ITC/1857/2008, dated 26 June, Additional Provision 1).
Starting on 16 June 2010, as stipulated in Additional Provision 2 of the new Order ITC/1559/2010, dated 11 June, the following will apply:
As of the date of installation of the MI, in accordance with the regulations currently in force, the contract holder will be billed according to the rate and power corresponding to the supply.
Connection charges refer to the financial consideration that must be paid to the distribution company for carrying out the actions that are required to provide a new power supply or to extend an existing one.
Distributors can charge for meeting the following service requirements:
For those supplies in which the submission of an authorised electrician's report is required, either because it is a new installation or because some home improvements have been done, inspection charges will not be collected.
Neither will inspection charges apply if the submission of a project and the works' completion certificate have been required to fit an installation.
Extension installations are those that are needed to provide a new supply or to extend an existing one from the existing installation.
Extension charges are paid by the applicants when they already know how much this item costs, before the service connection is made.
Extension charges already paid are attached to the installations, houses, premises, plots, etc., for which they were paid, until the first user cancels them, however much time may have elapsed.
From a customer's cancellation date, the extension charges will remain attached to the installation for a further three years for low-voltage power supplies.
Connection charges are not attached to the installation and, therefore, lose their validity at the time of supply cancellation or reduction of contracted power.
On signing up for the supply for a house, premises, etc., the customer or end user will have to pay the corresponding access charges for the subscribed power to the distribution company, as long as it does not exceed the power recognised for the installation. If the customer or end user were to sign up for more power or extend the already subscribed power, or she he would also pay the required extra for the access and extension charges corresponding to the increase in power.
The distribution company that has to provide a new supply or extend an existing one will be obliged to provide the required electrical infrastructure whenever the supply is located on urban land that is deemed to be a buildable site up to a requested power of 50 kW for low-voltage supplies and 250 kW for mid-voltage supplies. When the extension installation exceeds the aforementioned power limits, the applicant will pay for the required extension installation, without the distributor charging the extension fee. When the supply requested is for urban land that is not buildable, the owner must pay for the completion of the required electrical infrastructure for it to become buildable. On buildable land, the owner must pay for the required electrical infrastructure, including the offsite supply feed network and the necessary reinforcements. With respect to non-buildable land, the applicant will pay for the electrical infrastructure for the supply, thus acquiring the status of owner of the installations.
Six months from the date of communication of the quote.
Depending on the type of works to be carried out they can be:
Whenever a fault is detected, Iberdrola Distribución Eléctrica launches several processes which involve different departments and systems (customer service, maintenance and control centres) in order to restore the service as soon as possible.
Once a fault is detected, the control centres, in collaboration with the maintenance teams, manipulate the grid and, if necessary, will go to the site where the fault has occurred in order to restore the service as soon as possible, while always guaranteeing the safety of the technicians that go out to repair the incident.
If the fault affects a large number of customers, attempts will be made to provide service to as many customers as possible as quickly as possible, initially by restoring the service in areas with the largest populations and to customers whose activities are more sensitive than others (hospitals, police, water supply companies, etc.), then in smaller areas and finally to individual customers.
Once the maintenance team arrives at the fault site, it can better assess the problem and estimate the time it will take to sort it out. If the grid configuration allows, service will be restored through other substations, lines or transformer stations that are not affected by the fault, after which it will be repaired.
During the repair work, the affected customers that request information from the Iberdrola Distribución Eléctrica customer service department by phone will be informed of the estimated time of service restoration. This estimated restoration time will be approximate at first, but will be more exact after the maintenance technicians have reached the fault site and have been able to assess the situation.
Emergency situations caused by adverse weather conditions, such as strong winds, floods, snowstorms or fires, deserve special mention. In these situations Iberdrola Distribución Eléctrica, in coordination with other emergency services, implements emergency measures and strengthens the maintenance teams with reinforcements.
At Iberdrola Distribución Eléctrica we regret any bother or inconvenience that may be caused until the service has been fully restored.
First, you must find out whether other users have also been affected. If the stairs, lift or adjacent buildings have electricity, the incident has probably started in your installation.
If other users have also been affected, the incident may have started in the Iberdrola Distribución Eléctrica installations. In this case, log in here to inform us.
Firstly, it is important to know that the General Control and Security Panel is usually located either near the entrance to the dwelling or in the kitchen. This panel contains the control and protection elements for the installation and for the people who live there.
Second, you must follow the process described in the section on Checking the Control and Security Panel.
It is recommended that each home should already have in mind how to react in the event of a power supply fault. It is important to remember the following advice:
Bear in mind that the service may be restored at any given moment without prior notice, regardless of the estimated time of restoration you have been told. Do not carry out any repairs taking advantage of the power cut.
To get information about a supply fault, to know when it has been resolved or to warn us of a supply fault, phone 900 17 11 71 and select the "Supply fault" option or click here.
When registering on the Consumer WEBSITE, the customer must enter an email address in order to activate the account. The email address you enter is the user name of the consumer's WEB account.
Users who register on the Consumer WEBSITE can completely manage or consult their supply point.
For example, they can see data on access contracts, electricity consumption, maximum power demand and real-time access to their meters. They can also sign up for a free service to receive e-mail and/or SMS alerts of unforeseen grid incidents and scheduled outages.
First of all, you can only download usages in CSV formats in the billed hourly consumption section which can be found in the private part of the consumer website. To do this, the customer must register on the consumer website (registration manual.PDF)
If you want to get usage in CSV format, click on the link that appears in arrow format in the upper right-hand corner of the consumption graph.
The installation of the telemanaged meter does not mean that the area where the supply point is located is activated. To activate telemanagement, the transformer station of the zone where the concentrator is to be installed, where the data of all the CN meters connected to it are to be found, must be adapted.
To know the approximate date when the remote management is going to be activated, send a query through the consumers' private area. To make the query you must enter the query menu.
In order to be able to make queries in the consumer area, you must go to the queries ---> reading certificate on the menu.
A time period must be entered to make the query.
The lack of data in the load curve of the consumption part is because, due to line noise problems, the communication is very low and this data cannot be downloaded from the concentrator to which the customer's NC is connected.
To read your supply point through the consumer area without being registered, go to Management ---> Meter reading on the menu.
You have to enter the address of the supply point and your identification document (national ID, VAT no. or code) with which the contract has been registered.