We tried to change a gas contract to the regulated market: over the phone it was an adventure (laughs), live it was much better

We tried to change a gas contract to the regulated market: over the phone it was an adventure (laughs), live it was much better

The decree-law authorizing the change has already been published – so you no longer have to wait until October 1 to convert your gas contract to the regulated market. And that’s exactly what CNN Portugal tried to do

“Dear customer, the exceptional regime that will come into effect from October 1 and that will allow the conclusion of contracts on the regulated market for the supply of natural gas, is waiting for the publication of legislation containing the rules of apply to that delivery if the conditions currently provided by law for.”

This Wednesday between 4.20 pm and 5.15 pm this was the outdated message we heard on call after call. It made me smile instead of despair. Can we talk to someone? Yes and no. Of the 12 retailers of last resort (CUR), only two – Tagusgás (Santarém) and Transgás (Lisbon) – were served by an employee. However, that same employee forwarded the call to another number that, surprisingly, had the same auto attendant as everyone else.

CNN Portugal waited five minutes on each of the calls. But without success. When we reached out to Galp’s suppliers, we even heard the following message: “Hello, welcome to Mundo Galp. Today is a good day to talk to us”. But the truth is, we can’t talk to anyone to ask for information.

live: dear

Like any customer looking to enter the regulated gas market, we went to the Loja do Cidadão de Marvila, located in the Pingo Doce shopping center in Lisbon, where one of the 12 last resort suppliers is located. On arrival we found the classic burger shop with the typical ticket system, but the expectation of the usual long wait was overtaken by about five minutes: after collecting the ticket for the “Gas Distribution” section we were called to counter 2.

Here we were told that only three requirements are needed to change the gas supply to the regulated market: the presence of the signatory of the contract, the citizen card of the same and an updated gas bill (you can view a guide HERE with all the details on how to change the contract).

This applies to customers who are Galp or any other supplier. There is no cost to the process and until the change takes effect it will take approximately three weeks, which may vary depending on the previous contract.

At parting, after the explanation that lasted no more than 10 minutes, we asked in which branches the changes could be made and they replied that in every “Galp store” – warning that at the gas stations of the brand it would not are possible to. And this is where the process gets a little confusing. From Marvila we went to Gare do Oriente, a place that is easy to reach for most people in Lisbon and where we could go within a short radius of action to three different establishments listed in the section “Electricity and natural gas stores ” on the Galp website: the Gare Oriente, Worten’s mobile shop in the Vasco da Gama shopping center and the Galp Tangerina gas station opposite the Gare do Oriente bus station.

We started the journey at Worten’s mobile shop where we were quickly informed that in that establishment it would be impossible to make the contractual change – we were directed to the Gare Oriente shop, which is more like a cafe, and where it was also impossible to even talk about gas amid the bustle of professionals trying to hand out croissants, milkshakes and coffee to the customers who had already gathered in the long line. The security guard then advised us to go to the Galp Tangerina gas station across the street, where “there was a counter” for this kind of problem. Something that was confirmed despite being told it would be impossible to perform such an operation at a gas station.

Faced with the confusion, we contacted Galp in an effort to understand which establishments can change the gas contract to the mainstream market – we are waiting for the list to be sent.

Here are the 12 CUR that CNN Portugal contacted: Beiragas – Companhia de Gas das Beiras, SA; Dianagás – Association of Natural Gas Distributors of Évora, SA; Duriensegás – Sociedade Distribuidora de Gás Natural do Douro, SA; EDP ​​​​​​Gas Serviço Universal, SA – Porto; Lisboagás Comercializacao, SA; Lusitaniagas Comercializacao, SA; Medigás – Sociedade Distribuidora de Gas Natural do Algarve, SA; Paxgás – Sociedade Distribuidora de Gás Natural de Beja, SA; Setgas Comercializacao, SA; Sonorgás – Sociedade de Gas do Norte, SA; Tagusgas – Vale do Tejo Gas Company, SA – Santarem; Transgas, SA – Lisbon.