Billing Statement Addendum

Due Date: 10 de octubre de 2025

Right to Object:

Customers have the right to dispute the bill within thirty (30) days of receipt, pay the amount corresponding to the average of undisputed bills for the previous six (6) months, and request the electric power service company conduct an investigation. Customer may perform the foregoing without any interruption to its service. If there is not a billing history of at least six (6) months’ worth of nonobjected bills, the customer must pay an amount equal to the average of the preceding non-objected bills. In cases where the objected bill is the first bill the company has issued to the customer, the customer shall be exempt from payment at the time of filing the request for investigation or objection.

Objection Filing Methods:

Customers may file objections by any of the following methods:

Emailing pagos@powerfinancialpr.com
Calling Customer Support at 787-808-6811
Mailing a written objection to 1660 Ave. Manuel Fernández Juncos, San Juan, PR, 00909

Customer Service Department:

Email: support@powerfinancialpr.com
Phone: 787-808-6811
Hours: Monday–Friday, 8:00 AM to 5:00 PM EST • Saturday 9:00 AM to 1:00 PM EST

Puerto Rico Energy Bureau and Independent Consumer Protection Office Contact Information:

Puerto Rico Energy Bureau (PREB)
Address: World Plaza Building, 268 Ave. Muñoz Rivera, Suite 202 (Plaza Level), San Juan, PR 00918
Telephone: (787) 523-6262
Email: nepr@energia.pr.gov
Website: https://energia.pr.gov
Business hours: Monday–Friday, 7:30 a.m.–4:00 p.m. (excluding holidays)

Independent Consumer Protection Office (OIPC)

Physical Address: 268 Ave. de la Constitución, San Juan, PR 00918
Mailing Address: 500 Ave. Roberto H. Todd, San Juan, PR 00907-3941
Telephone: (787) 523-6962
Fax: (787) 523-6961
Email: info@oipc.pr.gov
Website: https://oipc.pr.gov
Business hours: Monday–Friday, 8:30 a.m.–5:00 p.m.

SUMMARY OF THE INFORMAL ADMINISTRATIVE PROCEDURE FOR BILLING OBJECTIONS AND SERVICE
SUSPENSION; FORMAL REVIEW BEFORE THE ENERGY BUREAU AND JUDICIAL REVIEW

I. SUMMARY OF THE INFORMAL ADMINISTRATIVE PROCEDURE

Introduction

The Regulation on the Procedure for the Review of Bills and Suspension of Electric Service for Non-Payment (“Regulation 8863”) issued by the Puerto Rico Energy Bureau (“PREB”) requires that entities that offer electric service under a contract establish an Informal Administrative Procedure for Billing Objections and Suspension of Electric Service so that their customers may object to any charge, incorrect tariff classification, mathematical calculation, or bill adjustment. Our company’s Informal Administrative Procedure and applicable forms are available at the addresses listed at the end of this page and through the online link provided therein. This page presents a summary of our procedure. The Company’s electric service billing cycle will be, at minimum, thirty (30) days. The Customer will have until the payment due date to pay the total of their bill. The due date will depend on how the bill is delivered to the Customer. If sent via email, the due date will be thirty (30) days from the email transmission date. If sent by regular mail, the due date will be thirty (30) days from the postmark date. If the bill sent by regular mail does not contain a postmark, the period will begin three (3) days after the bill issuance date.

Submission of Objection and Request for Investigation

The Customer has the right to object to the bill and request an investigation within thirty (30) days afterreceiving the bill. In order to file an objection—without affecting service—the Customer must pay, depending on the case: (1) the amount corresponding to the average of un-objected prior bills from the previous six (6) months; (2) if there is no history of at least six (6) months of un-objected prior bills, the average of prior un-objected bills; (3) the total amount of the disputed bill, if this amount is less than the average of prior un-objected bills; or (4) if this is the first bill, the billed amount or the equivalent of the security deposit paid when signing the contract.

Defective Objection Submission

The Company will notify the Customer within ten (10) days if the objection was submitted defectively. Starting from the third day after receiving the notification, the Customer will have fifteen (15) days to correct it. If the Customer does not correct the deficiencies within the stated time, the objection will be considered as not filed.

Service Suspension

If the Customer does not pay the bill or object to it within thirty (30) days from its receipt, the Company will notify the Customer of the exact date service will be suspended. The notification will be provided not less than ten (10) days prior to suspension, and suspension will never occur on a Friday, Saturday,
Sunday, or legal holiday.

Processing the Objection by the Company

The Company has thirty (30) days to notify the Customer that an investigation has begun and sixty (60) days from the objection filing date to notify its initial determination. Otherwise, the objection will be deemed granted. If so, the Company must perform the adjustments and notify the Customer within fifteen (15) days after expiration of the applicable investigation period. If dissatisfied with the initial determination, the Customer may request reconsideration from the Company within twenty (20) days of receiving the determination. The Company then has thirty (30) days to notify its final determination. If the Company does not issue or deliver its final determination within the thirty (30) days, the reconsideration will be deemed granted and the Company must make the requested adjustments within fifteen (15) days. The notification of the Company’s final determination will inform the Customer that they may file a Petition for Review before the PREB within thirty (30) days.

Further Details of the Informal Administrative Procedure

The formal requirements concerning each stage, timing, contents of applications and determinations, applicable adjustments, and other related matters are included in our full Informal Administrative
Procedure document.

II. SUMMARY OF THE FORMAL REVIEW PROCEDURE BEFORE THE PREB

Regulation 8863 establishes the formal review procedure before the PREB and the judicial review process.
If the Customer is dissatisfied with the Company's final decision, they may commence a formal review proceeding before the Energy Bureau within thirty (30) days from the date on which such decision was notified. The Customer must submit their request electronically via the PREB filing platform at https://radicacion.energia.pr.gov, by regular mail addressed to: 268 Ave. Muñoz Rivera, World Plaza Building, Suite 202, San Juan, P.R. 00918, or in-person at that same address. For questions, the Energy Bureau may be contacted by phone at 787-523-6262.

The Independent Office of Consumer Protection (OIPC) educates, guides, assists, and represents energy consumers. If the Customer has issues with the Company or requires legal representation during the review process before the Energy Bureau, the OIPC may initiate the review proceeding on behalf of customers who lack other legal representation. The OIPC may be contacted at 787-523-6962 or email info@oipc.pr.gov, or by regular mail at 268 Ave. Muñoz Rivera, San Juan, P.R. 00918.

Summary Procedure for Review before the PREB

When the disputed amount is equal to or less than five thousand dollars ($5,000.00), the Customer may elect to request review through the summary process set forth in Section 5.04 of Regulation 8863.

III. REQUEST FOR JUDICIAL REVIEW

Any party dissatisfied with the PREB’s final resolution may file an appeal before the Court of Appeals through a petition for judicial review, pursuant to Act No. 38-2017, as amended, known as the Uniform Administrative Procedures Act.

Addresses for Matters Related to Billing or Objection Submission

Email: pagos@powerfinancialpr.com
Telephone: 787-808-6811
Postal address: 1660 Ave. Manuel Fernández Juncos, San Juan, PR, 00909