Energy Theft

Complaints Service

Dear citizen or citizen,

La Compañía Nacional de Fuerza y Luz, SA makes this means of communication available to you, so that you can file a complaint related to the Energy Theft.

What is a Complaint for Energy Theft?

Act carried out by a natural or legal person, in writing or verbally, to inform the CNFL of connections that could be illegal, to the electrical distribution system, in order to be investigated.

Whistleblower protection

Whistleblower protection: click here.

Ways to file a complaint

You can present your complaint in several ways:

  • E-mail: This e-mail address is being protected from spambots. You need JavaScript enabled to view it.
  • Written or verbal in our Branches or Agencies, see location and contacts in the following link: Click here
  • You can also call us at: 2295 5000 or 800-ENERGY (800-3637442)

How to file a Complaint?

Describe the allegedly irregular events in a clear, precise and complete manner, providing sufficient detail to allow an adequate assessment and subsequent investigation. The quality of the information you provide is essential in handling your complaint.

When narrating the complaint, you can orient yourself from the following questions:

  1. What happened?
  2. Who is responsible?
  3. When did it happen?
  4. Where did it happen?

It is important to include aspects such as:

  1. Circumstances
  2. Exact direction
  3. Tests (not mandatory)

Please note: In case you wish to make your complaint anonymously, take into account that said complaint, for the purposes of admissibility, must contain sufficient elements of conviction, which allow an adequate assessment of the facts presented. Otherwise, your complaint can be filed without further processing.

For more information, you can contact us through our WebChat, WhatsApp (8319-5273) o Social Networks (Facebook   /   Twitter   /   Instagram   /   UAF YouTube)

Procedure that will be given to your complaint

Once you register the complaint you will be assigned a numbering; the above with the objective of being able to make inquiries about the status of its management.

Subsequently, the denounced events will be subjected to an initial assessment, to determine if they correspond to be investigated and if they comply with the provisions. At this stage, the rejection or filing of your complaint may be originated.

If your complaint is accepted; it could be investigated by the Energy Loss Recovery and Control Unit.

Related regulations

You can then download the regulations related to the Complaint process.

Document Download
Whistleblower Confidentiality Click here
Article 66. Illicit Use of Electric Energy, regulation Supervision of the commercialization of the electricity supply in low and medium voltage ”(AR-NT-SUCOM) of ARESEP. Click here
Citizen participation Click here
 

Frequently Asked Questions

Can the complainant have knowledge of the procedure given to his complaint?

The complainant, duly identified as such, can find out the status of the complaint made. In the case of anonymous complaints, the CNFL will not provide information on the actions carried out in dealing with the complaint, due to the impossibility that it would arise to identify the complainant.

What is the proof that I must provide?

This is one of the most difficult issues for investigating a complaint. It should be borne in mind that an investigation could only be carried out if there are elements of conviction that give rise to it. Such elements are not the same for all cases, so the clearer, more precise and detailed the evidence provided, the more elements will be available for the assessment of your complaint and, if appropriate, to initiate an investigation; In this sense, the quality of the complaint is of particular importance and allows the identification of the possible perpetrators or at least providing elements that allow them to be identified and the identification of the evidentiary elements on which the complaint is based.

Who do I address the complaint to?

You can direct it to the CNFL.

What should your complaint contain?

The complaint must contain a description of the allegedly irregular facts in a clear, precise and complete manner, providing sufficient detail to allow an adequate assessment and subsequent investigation. When narrating the facts, it can be guided by the following questions:

  •  What happened?
  • Who is responsible?
  • When did it happen?
  • Where did it happen?

It is necessary aspects such as:

  • Circumstances.
  • Exact direction
  • Tests (not mandatory)

How long should I wait to obtain the results of the investigation corresponding to a complaint?

In accordance with what was stated by the Constitutional Chamber, there is no established legal deadline, so the principles of reasonableness and proportionality must be applied to process these procedures.

Can I file reports anonymously?

Anonymous complaints can be filed, however, they will be dealt with as long as they provide sufficient elements of conviction and are supported by suitable means of evidence that allow the investigation to be initiated; otherwise it will be archived. The CNFL will not provide information on the actions carried out in dealing with the complaint, due to the impossibility that would arise to identify the complainant.

When can my complaint be filed?

A complaint may be filed when any of the following causes arise:

a) When the allegedly irregular events are completely outside the jurisdiction of the CNFL.

b) When the allegedly irregular facts have already been investigated or are being known by another internal body of the CNFL with competence to carry out the analysis and assessment, as well as to exercise control and the relevant powers.

c) When the allegedly irregular facts constitute a reiteration or reproduction of matters or steps that, without providing new elements, refer to issues previously resolved by the CNFL or other competent authorities.

d) When the denounced event refers exclusively to the personal interests of the denouncer, in relation to conducts exercised or omitted by the CNFL.

e) When from the initial analysis it is evident that no violation of the legal system has been committed.

f) If the complaint omits any of the essential requirements mentioned

Electronic form for the report of Energy Theft.

If you have indicated that it is public, please include the information below.

Even if the complaint is anonymous, if you have the following information, please provide it.

The following information is mandatory.


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Contact Information

  • Address:

    5 Avenue, 1 and 0 Street, Central Offices, San José, Costa Rica

  • Telephone:

    (506) 2295-5000 / Monday to Friday from 7 am to 6 pm

  • Ext:

    10026-1000 San José, Costa Rica

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