Procedures and procedures

 

 

ACCESS

You can file a claim with AURORA ENERGIA for any reason through our virtual office.

You must identify yourself using the CUPS (Universal Supply Point Code) of your supply point, which you can find on any invoice, or the application number you are processing if you do not yet have a CUPS.

To submit a claim, you will need to:

  • Access our virtual office via this link: Virtual Office Access
  • Register by clicking “User Activation”
  • Log in to the virtual office using the credentials received via email.
  • Go to the CLAIMS section, create a request, and choose the relevant category from the dropdown menu:
    • Damages due to absence or failure of electricity supply
    • Damages caused by distributor installations
    • Disagreement and/or delays in procedures
    • Errors in issued invoices
    • Website issues
    • Consumption measurement
    • Improper supply cuts
    • Customer service
    • Others
  • Download, complete, and sign the application form, then reattach it with the CUPS or application number.
  • Attach additional documents if necessary.
  • Click submit.

CLAIM PROCEDURE

1. REQUEST. The applicant or authorized representative registers the claim in the AURORA ENERGIA virtual office, providing the necessary documentation.

2. RESPONSE. AURORA ENERGIA will analyze and verify the claim before providing a response.

POWER ≤15 kW URBANIZED LAND OR WITHOUT EXCESS ENERGY

According to the provisions of the second additional provision of Royal Decree-Law 15/2018, of October 5, the following are EXEMPT from obtaining access and connection permits:

  • a) Generation facilities of consumers under the self-consumption modality without excess energy.
  • b) In self-consumption with excess energy modalities, production facilities with power equal to or less than 15 kW, located in urbanized land with the required urban planning provisions and services.

Generation facilities included in the previous paragraphs must request the CAU code through our virtual office.

To request the CAU code for self-consumption, you must:

  1. Access our virtual office via the following link: https://ov.distri.aurora.gisce.cloud/acceso.
  2. Register by clicking "User Activation".
  3. Log in to the virtual office with the credentials received via email.
  4. Go to the SELF-CONSUMPTION section, create a request, and select the CAU Code Request section from the dropdown menu.
  5. Download the request form and, if necessary, the authorization model in case of being the applicant's representative. Complete, sign, and reattach the documents.
  6. Attach the necessary documents listed in the form.
  7. Click submit.

CAU CODE PROCEDURE

  1. REQUEST: The applicant or authorized representative registers the request on the Aurora Energia portal, providing the required documentation.
  2. RESPONSE: Aurora Energia will provide a response informing about the CAU code, which the applicant can use to carry out the corresponding self-consumption legalization before the administration.

IMPORTANT: Self-consumption cannot be legalized before the administration without first requesting the CAU code from Aurora Energia.

POWER ≤15 kW NON-URBANIZED LAND OR POWER >15 kW

According to the second additional provision of Royal Decree-Law 15/2018, of October 5, the following are EXEMPT from obtaining access and connection permits:

  • a) Generation facilities of consumers under the self-consumption modality without excess energy.
  • b) In self-consumption with excess energy modalities, production facilities with power equal to or less than 15 kW, located in urbanized land with the required urban planning provisions and services.

Other low-voltage generation facilities that are NOT included in the previous paragraphs must request the ACCESS AND CONNECTION PERMIT through our virtual office. Installations with power ≤15 kW will follow the SHORTENED PROCEDURE, while others will follow the GENERAL PROCEDURE.

To request an access and connection permit for self-consumption, you must:

  1. Access our virtual office via the following link: https://ov.distri.aurora.gisce.cloud/acceso.
  2. Register by clicking "User Activation".
  3. Log in to the virtual office with the credentials received via email.
  4. Go to the SELF-CONSUMPTION section, create a request, and select the Access and Connection Permit Request for Self-Consumption – Generator from the dropdown menu.
  5. Download the request form and, if necessary, the authorization model in case of being the applicant's representative. Complete, sign, and reattach the documents.
  6. Attach the necessary documents listed in the form.
  7. Click submit.

GENERAL PROCEDURE FOR ACCESS AND CONNECTION PERMIT

  1. REQUEST: The applicant or authorized representative registers the request on the Aurora Energia portal, providing the required documentation.
  2. ANALYSIS: Aurora Energia analyzes the request and verifies the submitted documentation according to the characteristics of the application. Two outcomes are possible:
    • ACCEPTED: Proceed to evaluation.
    • INFORMATION REQUEST: If documentation is incomplete (maximum 2 corrections).
  3. EVALUATION: The feasibility of the requested connection point will be assessed. Aurora Energia will communicate:
    • Acceptance: When capacity and viability exist.
    • Partial Acceptance: When available capacity is lower than expected.
    • Denial: When it is not viable under Article 9 of Royal Decree 1183/2020.
  4. PRELIMINARY PROPOSAL: A preliminary proposal with technical and economic conditions will be presented to the applicant. A deadline will be set for acceptance or rejection.
  5. ACCESS AND CONNECTION PERMIT ISSUANCE: Once the preliminary proposal is accepted, Aurora Energia will issue the corresponding permit within the established period.
  6. TECHNICAL NETWORK ACCESS CONTRACT: Producers must sign this contract within a maximum period after obtaining the permit.
  7. INSTALLATION WORK EXECUTION: If necessary, corresponding work will be carried out according to the agreed conditions.

SHORTENED PROCEDURE FOR ACCESS AND CONNECTION PERMIT

  • This procedure applies to producers with installed power ≤15 kW who are not exempt from this permit.
  • It follows the same principles as the general procedure but with deadlines reduced by half.

You can request the modification of the existing network from Aurora Energia, for reasons such as changing the meter box location, distribution box, changing the path of an existing line, among others, through our virtual office.

To request the modification of the existing network, the following steps must be followed:

  • Enter the link to access our virtual office: https://ov.distri.aurora.gisce.cloud/acceso
  • Register by clicking “Activate user”.
  • Access the virtual office with the credentials they will receive by email.
  • Go to the REQUESTS section, create and select the "Request for modification of the existing network" option in the dropdown menu.
  • Download the request form and, if necessary, the authorization model if you are the representative of the applicant, complete, sign, and reattach the documents.
  • Attach the necessary documents mentioned in the form.
  • Click submit.

PROCEDURE FOR MODIFICATION OF EXISTING NETWORK

  1. REQUEST
    The applicant or authorized representative registers the request on the Aurora Energia portal, providing the necessary documentation.
  2. PRESENTATION OF TECHNICAL-ECONOMIC STUDY
    Aurora Energia, after analyzing the request, will present the technical-economic study with the technical conditions where the necessary work and the budget for the modifications to the existing network will be informed.
  3. ACCEPTANCE OF TECHNICAL-ECONOMIC STUDY
    The applicant will be informed of the deadline to communicate their acceptance of the technical-economic study. If no response is received within this period, the request will be considered rejected.
  4. EXECUTION OF BUDGETED INSTALLATION WORKS
    Once the request is accepted, if there are budgeted installation works, payment must be made, and the corresponding proof sent to Aurora Energia, which will execute the necessary modifications to the distribution network.

You can request services affected by work carried out in the Aurora Energia distribution area through our virtual office.

To request the affected services process, the following steps must be followed:

  • Enter the link to access our virtual office: https://ov.distri.aurora.gisce.cloud/acceso
  • Register by clicking “Activate user”.
  • Access the virtual office with the credentials they will receive by email.
  • Go to the REQUESTS section, create and select the "Request for affected existing services" option in the dropdown menu.
  • Download the request form and, if necessary, the authorization model if you are the representative of the applicant, complete, sign, and reattach the documents.
  • Attach the necessary documents mentioned in the form.
  • Click submit.

PROCEDURE FOR AFFECTED SERVICES

  1. REQUEST
    The applicant or authorized representative registers the request on the Aurora Energia portal, providing the necessary documentation.
  2. RESPONSE
    Aurora Energia, after analyzing the request, will respond, informing whether it affects the existing distribution network or not.

NON-URBANIZED LAND OR POWER ABOVE 100 kW IN BT AND UP TO 250 kW WITH AT

According to the provisions of the second additional provision of Royal Decree Law 15/2018 of October 5, the following are EXEMPT from obtaining access and connection permits:

Consumers of new supplies or expansion of existing ones up to 100 kW in BT or up to 250 kW with AT, who meet the requirements established in article 25.1 of RD 1048/2013, located on urbanized land with the facilities and services required by urban planning legislation.

The rest of the low voltage installations that are NOT included in this paragraph above will have to request the ACCESS AND CONNECTION PERMIT through our virtual office. Installations with power equal to or less than 15 kW will be governed by the STREAMLINED PROCEDURE, and the rest by the GENERAL PROCEDURE.

To request the new supply or power expansion process, the following steps must be followed:

  • Enter the link to access our virtual office: https://ov.distri.aurora.gisce.cloud/acceso
  • Register by clicking “Activate user”.
  • Access the virtual office with the credentials they will receive by email.
  • Go to the REQUESTS section, create and select the "Request for new point or power expansion with access and connection permit for non-urbanized land" option in the dropdown menu.
  • Download the request form and, if necessary, the authorization model if you are the representative of the applicant, complete, sign, and reattach the documents.
  • Attach any necessary documents mentioned in the form.
  • Click submit.

GENERAL ACCESS AND CONNECTION PERMIT PROCEDURE

  1. REQUEST
    The applicant or authorized representative registers the request on the AURORA ENERGÍA, SLU portal, providing the necessary documentation.
  2. ANALYSIS
    AURORA ENERGÍA, SLU analyzes the request, reviewing the provided documentation according to the characteristics of the request, communicating one of the two options within a maximum period of 20 days:
    • ADMITTED FOR PROCESSING, for evaluation.
    • REQUEST FOR ADDITIONAL INFORMATION, due to insufficient information and/or documentation, with a maximum of 2 revisions: The applicant will have a maximum of 20 days to provide the requested data, otherwise, the request will be considered not admitted.
    If AURORA ENERGÍA, SLU does not respond within the maximum 20-day period, the request will be automatically admitted for processing.
  3. EVALUATION
    The existence of access capacity and the feasibility of the connection at the requested point will be evaluated according to the criteria established in Annex I of Circular 1/2021 of the CNMC.
  4. PRESENTATION OF PRELIMINARY PROPOSAL
    The preliminary proposal will be presented to the applicant, along with its technical and economic conditions.
  5. PRESENTATION OF ACCESS AND CONNECTION PERMIT
    Once the preliminary proposal is accepted by the applicant, AURORA ENERGÍA, SLU will issue the corresponding access and connection permit, within a maximum of 20 days from the notification of acceptance.
  6. TECHNICAL ACCESS CONTRACT TO THE NETWORK
    After obtaining the access and connection permit, consumers must sign a technical access contract with AURORA ENERGÍA, SLU, within a maximum of 5 months.
  7. EXECUTION OF BUDGETED INSTALLATION WORKS
    If there are budgeted installation works, payment must be made, and the corresponding proof sent to AURORA ENERGÍA, SLU, which will carry out the necessary installations for new supplies or the expansion of existing ones.

STREAMLINED ACCESS AND CONNECTION PERMIT PROCEDURE

Consumers with one of the following circumstances may opt for the streamlined procedure:

  • Low voltage consumers requesting a new connection point or power expansion on an existing supply with a power of no more than 15 kW and who are not exempt from obtaining this permit.

The streamlined procedure is governed by the same principles as the general procedure, but the deadlines will be halved.

NON-URBANIZED LAND OR POWER ABOVE 100 kW IN LV OR UP TO 250 kW WITH MV

According to the second additional provision of Royal Decree-Law 15/2018, of October 5, the following are EXEMPT from obtaining access and connection permits:

Consumers requesting new supplies or expansion of existing ones up to 100 kW in LV or up to 250 kW in MV, provided they meet the requirements of Article 25.1 of RD 1048/2013.

Other low-voltage consumer installations that DO NOT fall within the previous paragraph must apply for an ACCESS AND CONNECTION PERMIT through our virtual office.

GENERAL PROCEDURE FOR ACCESS AND CONNECTION PERMIT

  1. APPLICATION: The applicant or authorized representative submits the application through the portal.
  2. ANALYSIS: AURORA ENERGIA reviews the submitted documentation and notifies whether the application is accepted or if additional information is needed.
  3. EVALUATION: The access capacity and connection feasibility are verified.
  4. PRELIMINARY PROPOSAL PRESENTATION: A proposal with technical and economic conditions is presented to the applicant.
  5. ACCESS AND CONNECTION PERMIT GRANTING: If the applicant accepts the proposal, the permit is granted within 20 days.
  6. TECHNICAL NETWORK ACCESS AGREEMENT: Consumers must sign a technical access agreement.
  7. EXECUTION WORKS: If installation execution is required, payment must be made.

SHORTENED PROCEDURE FOR ACCESS AND CONNECTION PERMIT

Consumers with a power demand not exceeding 15 kW who are not exempt from this permit can opt for the shortened procedure. The deadlines will be reduced by half.

URBANIZED LAND UP TO 100 kW IN LV OR UP TO 250 kW WITH MV

All requests for new supplies or expansion of existing ones up to 100 kW in LV or up to 250 kW in MV, located in urbanized land with the required urban infrastructure and services, must request a TECHNICAL-ECONOMIC STUDY through our virtual office.

PROCEDURE FOR TECHNICAL-ECONOMIC STUDY

  1. APPLICATION: The applicant or authorized representative submits the application through the portal.
  2. TECHNICAL-ECONOMIC STUDY PRESENTATION: The request is analyzed, and a study with technical and economic conditions is presented.
  3. ACCEPTANCE OF TECHNICAL-ECONOMIC STUDY: The applicant has 3 months to accept the proposal.
  4. EXECUTION WORKS: If installation execution is required, payment must be made.