Customer Service and Support
Copel is transforming the customer service experience by continuously investing in digitization and automation. With smart solutions, the company reduces response times, makes it easier to access information, and offers customers greater autonomy. In addition, predictive features identify users’ needs and direct them to the most appropriate services. To make the customer journey even more streamlined and efficient, Copel provides self-service tools that allow customers to resolve issues quickly, conveniently, and securely.
Below is a list of the various support and customer service channels available to Copel customers:
Dedicated Phone Line
Through toll-free numbers, 0800 51 00 116 for sales and technical support and 0800 647 0606 for the Ombudsman’s Office, customers can access technical and sales support 24 hours a day, with an additional higher-level ombudsman’s office available to resolve complex cases and collect feedback on service quality.
In-Person Service
Copel maintains 402 in-person service locations in all municipalities within its service area. Our facilities are equipped with accessibility features, such as tactile flooring and priority service, ensuring inclusion for elderly customers and people with disabilities. These service locations allow customers to request services in person and provide feedback on their service experience in any municipality within our service area.
AI-Based Chatbot
Copel uses intelligent virtual assistants integrated with WhatsApp via the number (41) 3013-8973 and the website www.copel.com, which employ Artificial Intelligence for predictive support triage and resolving inquiries. The system concludes each interaction with an automated feedback collection, feeding our satisfaction metrics in real time.
Submitting an Online Form or Contacting Us Directly via Email
Copel provides electronic forms on its official website for submitting requests, as well as dedicated email addresses, such as ouvidoria@copel.com and lgpd@copel.com, ensuring prompt support and a structured channel for receiving customer feedback and suggestions.
Virtual Agency
Copel also offers the Virtual Agency on its website, an online self-service platform that allows customers to access information and request services related to electricity supply quickly and securely, without the need for in-person assistance.
App
With an average of 100,000 daily visits, Copel’s app has established itself as the primary digital channel for requesting electricity services. Currently, more than 1.7 million registered customers use the platform to access information and resolve issues quickly and conveniently. Among the most sought-after services are checking account balances, obtaining payment information for electricity bills, accessing electricity rates, and submitting meter readings by consumers in rural areas. All of this can be done directly from a cell phone, easily and securely. Available free of charge to all customers, the app works on various smartphone models. Android users can download it from Google Play, while iOS customers can find it on the App Store.
Self-Service Kiosks
As part of its strategy to modernize customer service channels, Copel has installed self-service kiosks at select locations to offer customers greater autonomy, privacy, and efficiency. Through these intuitive terminals, users can independently perform various tasks, such as checking account balances, requesting duplicate bills, and making payments. In addition to providing a faster and more convenient experience, the kiosks help reduce lines and optimize service flow at branch offices. With this initiative, Copel is redirecting its teams to handle more complex requests, reinforcing its commitment to innovation, service excellence, and the best possible experience for its customers.
Copel Agro Customer Service Channel
Copel Agro is a specialized service program offered by Copel aimed at rural producers in Paraná, especially those who rely heavily on electricity for their production activities. Developed in partnership with representatives from the agricultural sector, cooperatives, and agribusiness organizations, the program was created to provide faster, more responsive, and more efficient service in addressing energy supply needs in rural areas. The service serves producers in the animal protein sectors, such as poultry farming, swine farming, dairy cattle farming, and fish farming, as well as other electricity-dependent rural enterprises. Currently, approximately 76,000 customers throughout Paraná benefit from the program. Among Copel Agro’s unique features are the dedicated customer service line at 0800 643 76 76, available 24 hours a day, seven days a week; personalized tracking of requests; proactive updates to customers regarding estimated power restoration times; and dedicated teams for technical and operational support.
Inclusion and Accessibility Mechanisms
Our customer service system is designed to ensure autonomy and dignity for all customers, with a focus on seniors and people with disabilities (PwD):
- Physical Infrastructure: Branches with tactile flooring, appropriate furniture, and priority service.
- Digital Accessibility: Website with support features for visual and hearing impairments and predictive functionality.
Inclusive Communication: Provision of bills in Braille and multilingual booklets for migrants and refugees.
Handling and Follow-up on Complaints
As a public utility responsible for electricity distribution, Copel is subject to the customer service rules established by the National Electric Energy Agency (ANEEL), particularly Normative Resolution No. 1,000/2021, which sets forth consumer rights, the distributor’s obligations, and the deadlines for responding to requests, complaints, and regulated services.
Whenever a consumer contacts Copel through its customer service channels—such as the Virtual Branch, mobile app, Call Center, WhatsApp, Chat, or in-person service—a case number is generated to identify and confirm that the request has been logged. This reference number is essential for ensuring the traceability of the process, allowing the customer to track the progress of their request and serving as a reference for any subsequent inquiries, complaints, or appeals.
After the request is registered, the representative provides the estimated timeframe for completing the service, in accordance with ANEEL’s regulatory requirements and the utility’s internal procedures. Timeframes vary depending on the nature of the request, such as new service connections, service restoration, changes in account ownership, billing reviews, compensation for electrical damage, correction of account information, or investigation of power outages. See the table below for more details:
- Inspection or removal of damaged measuring equipment (perishable foods or medications).
- Standard reconnection in an urban area.
- Standard reconnection in a rural area.
- Provide a list of records from the claim history.
- Submit an inspection report in the event of a failure.
- Change of ownership in an urban area.
- Make changes to customer records.
- Provide copies of case files (metering errors, call recordings, streetlight surveys, irregularities, or refunds).
- Report analysis results (rate classification or seasonality).
- Resolve complaints without a technical visit.
- Deliver contracts and other documents.
- Inspect and install meters (connections < 2.3 kV).
- Submit responses to the CCEE using the simplified form for retail sales.
- Change of account ownership in rural areas.
- Reconnection (MIGDI or SIGFI).
- Reinstatement in the event of an improper suspension (MIGDI or SIGFI).
- Inspection or removal of damaged measuring equipment.
- Make changes to customer records following a technical visit.
- Provide copies/studies (request to ONS, estimate, project for early construction).
- Report the results of the project reanalysis.
- Report the results of the commissioning of construction work.
- Report the results of the analysis (tariff classification or seasonality) during a technical visit.
- Resolve complaints during a technical visit.
- Report actions taken by the Ombudsman’s Office.
- Install the free-of-charge input standard.
- Inspection, installation, and connection of metering equipment (2.3 kV to 69 kV).
- Approve metering project (generator, importer, exporter).
- Communicate the evaluation of the metering commissioning report.
- Notify the consumer in the event of migration.
- Inspection and connection (MIGDI or SIGFI).
- Repair the external meter reading system.
- Resolve billing adjustment complaints.
- Conduct technical inspections for voltage-related complaints.
- Report the outcome of reimbursement requests (submitted within 90 days).
- Provide a connection estimate for projects requiring no construction work (consumer units, including micro-generators < 69 kV).
- Inspection and installation of metering equipment (connection ≥ 69 kV).
- Provide reimbursement if the claim is approved.
- Provide an estimated quote or a quote for connection to construction projects (micro-substation < 69 kV).
- Provide information on the conditions for reviewing contracted demand.
- Classification or change of rate plan.
- Information on service continuity indicators, compensation, and the geographic information system.
- Provide the results of the project analysis or commissioning of construction projects.
- Inspection of the billing metering system.
- Process requests without a specific deadline.
- Conduct a 168-hour meter reading and submit a technical report.
- Provide information on public lighting revenue collection.
- Evaluate complaints regarding insufficient monthly availability.
- Provide the results of a reimbursement request (submitted more than 90 days ago).
- Replace defective meters and equipment.
- Provide a cost estimate for other connections.
- Connection (Law No. 14,195/2021).
- Take corrective measures to address insufficient monthly availability.
- Adjust the voltage level (MIGDI or SIGFI).
- Complete connection work (< 2.3 kV).
- Complete connection work for lines up to 1 km in length (2.3 kV to 69 kV).
- Complete work on power lines with a voltage of less than 69 kV.
Throughout the process, customers can track their request using the case number through Copel’s customer service channels, particularly via the Virtual Agency and other digital platforms provided by the company. This tracking allows customers to check the status of their request, view additional information, and receive updates on the resolution of their issue.
If any issue arises that dissatisfies the customer in any way, they may contact our customer service channels to file a complaint. After receiving feedback, if the customer does not agree with the proposed solution or believes their request was not adequately addressed, they may appeal to Copel’s Ombudsman’s Office. The Ombudsman’s Office acts as an appeals body, reviewing complaints that have already been handled through conventional customer service channels.
The response time for the Ombudsman’s Office is up to 10 business days, and it operates under a quality management system certified to the ISO 9001 standard, which ensures periodic external audits of the entire complaint handling process. Both Copel’s Ombudsman’s Office and Complaints Management team are responsible for monitoring and proposing improvements based on feedback provided by consumers. The feedback collected is forwarded to the Customer Journey Management team, where it is processed and used as strategic input for improving operational processes and developing new features across digital channels, ensuring the continuous improvement of the customer experience.
If, even after the Ombudsman’s Office has addressed the issue, the situation remains unresolved to the consumer’s satisfaction, the consumer may file a complaint with ANEEL, using the distributor’s case number and the Ombudsman’s Office’s case number. The Regulatory Agency monitors the distributor’s handling of the complaint, acting as a mediator and overseeing compliance with electricity sector regulations.
ANEEL provides several channels for this service, including the 167 hotline, the ANEEL Consumidor app, an online form, and live chat. Thus, Copel’s complaint-handling process ensures full traceability of consumer complaints, from the initial filing of the request through to its resolution and response to the consumer, guaranteeing transparency, adherence to regulatory deadlines, and the appeal mechanisms provided for by Brazilian electricity sector regulations.
