Choose the customer segment to which you belong
We offer different products and services depending on whether you are looking for solutions for your home or your business.
If you need to make a enquiry about your invoice, we tell you step by step how to do it quickly and easily from your Client Area. If you are not yet registered you can do it here.
If you have doubts about a specific invoice you should take the following steps:
1. Log in to your Client Area.
Log into the Energía XXI website from any device and go to the Client Area. You will find the icon at the top right of your screen.
2. Go to the "My Profile" section and access the last section entitled "Queries and Procedures".
3. In this section you can open a new request by clicking on the New Request button, which is where you can also monitor any queries or incidents you have previously opened.
4. In the New Request section you will find a form that you should fill in with the query or incident you want to open. Then, select "Query".
5. Go to "I have doubts about my invoice".
6. Next, you should specify your doubts in the "Comments" section.
7. Next, select the contract to which the Query corresponds.
8. Select the specific invoice about which you are making the request.
9. If you wish, you can add additional documentation that specifies the doubts you have about your invoice.
10. Finally, submit your request so that it will be registered.
If, however, you do not agree with the consumption invoiced, take the following steps:
1. Open a New Request and indicates the type of Incident. Indicate under "Invoices and Payments" in the Category section and "I do not agree with the consumption invoiced" under "Subject". Next, you should specify your doubts in the "Comments" section.
2. Select the contract to which the Query corresponds.
3. Select the specific invoice about which you are making the request.
4. If you wish, you can add additional documentation that specifies the doubts you have about your invoice.
5. Finally, submit your request so that it will be registered.
The New Request tool is an easy, convenient and secure method through which you can notify other queries or incidents such as problems when receiving digital invoices, doubts about your contract, notifying problems with the meter, etc.
If you do not find the reply given to your complaint satisfactory, we would like to inform you that you can submit a complaint form addressed to the consumer body corresponding your autonomous community or municipality.
On 7 September 2023, Decree 90/2023 of the Regional Government of the Canary Islands came into force, which regulates customer service services, their characteristics, the procedure for obtaining complaint forms and how they are administered. It is obtained by means of a QR Code, which will be provided at the consumer's request to be downloaded to an electronic device. It provides access to the mandatory complaint form to be submitted to the electronic headquarters of the Regional Government of the Canary Islands.