Empresa Eléctrica de Guatemala, S.A. (EEGSA) has issued a statement outlining its commitments and obligations as the authorized electricity distributor for the departments of Guatemala, Sacatepéquez, and Escuintla.
The company stated that it is required to provide electricity service within a mandatory range of 200 meters to users, meeting quality indicators established in Article 23 of the Technical Standards for Distribution Service (NTSD). EEGSA emphasized that its distribution activities operate under legal frameworks such as the NTSD, Resolution No. 09-99 from the National Electric Energy Commission (CNEE), and its own specific standards.
A variety of tariff options are available to customers, all established and approved by the regulatory authority. These include simple low voltage tariffs for social use, public lighting tariffs, surveillance and communications tariffs, as well as medium voltage tariffs and transport-based tolls.
Indemnifications will be granted in cases related to product quality—such as voltage regulation, phase imbalance in three-phase services, harmonic distortion, and flicker—as specified in various articles of the NTSD. Technical service quality issues like interruptions are also covered. The company will address user attention matters including new service connections or contracted power expansions (with or without network modification), reconnections, and billing errors according to relevant NTSD articles.
Service quality is measured based on parameters such as product quality (voltage level, phase imbalance, disturbances), technical service quality (frequency and duration of interruptions), and commercial service quality (consumer complaints and billing).
Customers can access several types of electrical services ranging from single-phase to three-phase at different voltages up to 13.2 kV.
For new service requests not requiring network expansion, connection must occur within 28 days; if expansion is needed, the timeframe extends up to three months. Electricity supply must be restored within 24 hours after reconnection payment. Claims or complaints should be resolved within three to five days.
The company clarified that it does not use refundable contributions as part of its operations.
EEGSA offers over 37,605 payment points throughout the system—including banks, electronic banking platforms, mobile applications, ATMs accepting VISA or MASTERCARD cards via VISANET, and authorized agents—where customers can pay for services or request invoice reissues.
Customer service centers are strategically located across its coverage area. Additionally, all procedures can be managed online through EEGSA’s Integrated User Service Information System (SIIAU) accessible via their website http://www.eegsa.com/.
Requests for assistance or emergency reports can be made through WhatsApp or by calling 2277-7000 at any time.
"Empresa Eléctrica de Guatemala S.A., as an energy distribution company, has the obligation to provide its users with an electricity service that meets the quality indices or indicators established in Article 23 of the NTSD," stated EEGSA.
EEGSA operates as part of EPM Guatemala.
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