Opening your mailbox to find an electricity bill of more than €500 sounds like a bad joke — but for many Galp customers in Portugal, it’s a very real problem. A system migration error has led to months of delayed billing, and now the amounts are landing all at once.
According to Jornal de Negócios, the issue dates back to September and is linked to Galp’s ongoing technological overhaul, aimed at merging electricity and natural gas contracts into a single billing platform. The transition didn’t go smoothly. As a result, some customers went several months without receiving invoices, only to be hit later with “astronomical” bills covering the entire period.
Galp admits that around 5% of its customer base — mainly households and small businesses — is affected.
What customers can (and should) do
The Energy Services Regulatory Authority (ERSE) has already received around 80 formal complaints. Importantly, ERSE makes one thing clear: customers are not required to pay the full amount immediately.
When billing delays are caused by the supplier, consumers have the right to pay in installments. Galp must offer a payment plan that spreads the cost over time, easing the financial shock of accumulated bills.
Compensation on the table
ERSE also notes that nothing prevents Galp from offering additional compensation, such as bill discounts, vouchers, or commercial credits. Galp says it has applied mitigation measures for all affected customers, including voluntary solutions beyond what regulation requires.
The regulator is still monitoring the situation and has requested detailed explanations from Galp on how and when the issue will be fully resolved. For now, one thing is certain: if a massive bill shows up unexpectedly, paying it all at once is not the only option.
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