FAQs

Our offices throughout the organisation are open as follows:
Monday’s to Thursday’s from 08:00 to 15:30,
Friday’s from 08:00 to 15:00.

Our Public Counters at the Consumer Services Office, Rosia Road Electricity Centre are open as follows:
Monday’s to Thursday’s from 08:30 to 15:00,
Friday’s from 08:30 to 14:30.

The Consumer Services Office is located at the Rosia Road Electricity Centre, 4-8 Rosia Road. Please see the interactive map on our Contact section for further information.

The Consumer Services Office can be reached either, via telephone or email, as follows:

Failure of Supply – 24 Hour Service:

+350 20075957

Consumer Enquiries:

+350 20074191

Arrears:

+350 20049235

Email:

consumer@gea.gi, applications@gea.gi and/or arrears@gea.gi

In order to apply for Electricity Supply, whether this is in respect of Domestic, Commercial or Other premises, Sections 1 to 11 of the Application Form for Electricity Supply must be completed, as well as any other documents required submitted and fees paid.

The documents required when submitting an Application Form for Electricity Supply vary depending on whether the application is in respect of Domestic, Commercial or Other premises. Further details are provided below:

Individual:

• copy of each Applicant’s ID Card or Passport,
• A copy of the Rental Agreement or Deeds of Assignment for the premises.

Company:

• Company Stamp on the Application Form for Electricity Supply,
• A copy of the Company Profile,
• A copy of the ID Card or Passport of the individual signing the form,
• A copy of the Rental Agreement or Deeds of Assignment for the premises,
• A letter from the Company, on letterhead paper, stating the individual’s relationship with the Company and authorising this individual to act on its behalf.

Should the premises be a new build, or have had alterations made to the Electrical Installation, a copy of the Wiring Diagrams and Test Certificates must also be submitted.

If you want to Disconnect the Electricity Supply to your premises, Sections 1 to 3 and 12 to 15 of the Application Form for Electricity Supply must be completed, as well as any other documents required submitted.
The documents required are as follows:

Individual:

• A copy of each Applicant’s ID Card or Passport.

Company:

• Company Stamp on the Application Form for Electricity Supply,
• A copy of the Company Profile,
• A copy of the ID Card or Passport of the individual signing the form,
• A letter from the Company, on letterhead paper, stating the individual’s relationship with the Company and authorising this individual to act on its behalf.

There is the standard Application Fee of £35.50 when submitting an Application Form for Electricity Supply, regardless of whether the application is in respect of Domestic, Commercial or Other premises.

With regards to the Deposit, this is a standard fee of £35.50 for all Domestic premises; however, the Deposit varies with regards to applications in respect of Commercial or Other premises.

Both the Application Fee and Deposit can be settled by Debit/Credit Card or Bank Transfer. Further details can be obtained by emailing us on applications@gea.gi.

A Change of Name in respect of your Electricity Supply is accepted by the Gibraltar Electricity Authority in the case of the Electricity Account being transferred from husband to wife, or vice versa, as a result of either one passing away and upon submission of a copy of the Death Certificate.

Exceptions to this may be made, with the respective Manager using his/her discretion in the interests of both the Customer and the Gibraltar Electricity Authority. In these cases, the Manager will advise as to what documentation is required.

Yes, you may act on behalf of a Company when submitting an Application Form for Electricity Supply, so long as this form is accompanied by a letter from the respective company, on letterhead paper, stating your relationship with the Company and authorising you to act on its behalf.

Yes, you may act on behalf of a third party when submitting an Application Form for Electricity Supply, so long as this form is accompanied by a letter from such party, together with a copy of his/her ID Card/Passport, stating your relationship with them and authorising you to act on their behalf.

Yes, you may act on behalf of a deceased person solely when wanting to Disconnect the Electricity Supply to the deceased person’s premises. The Application Form for Electricity Supply will need to be accompanied with a copy of the Death Certificate, as well as a copy of your ID Card/Passport.
Exceptions to this may be made, with the respective Manager using his/her discretion in the interests of both the Customer and the Gibraltar Electricity Authority. In these cases, the Manager will advise as to what documentation is required.

No, you can only submit your Application Form for Electricity Supply at our Consumer Services Office.
Application Forms for Water Supply must be submitted at AquaGib Limited’s offices.

The current Deposit for Tariff 3 – Domestic is £35.50. The Deposits for all other Tariffs, are calculated either on historical usage or information provided by your Electrical Contractor, as explained below.

a. Based on historical usage,

If you are due to occupy premises where Electricity has been supplied in the past, and your use of such premises will remain as that of the previous occupiers, then we will calculate your Deposit based on an average Electricity Consumption of the previous occupier, over a six month period.

b. Based on information provided by your Electrical Contractor.

If you are occupying new premises, and/or such premises have never been used for your intended use, we will then require details of your load requirements, which can be obtained from your Electrical Contractor, so that we can accurately calculate your Deposit.

The Deposit charged is not final. The Gibraltar Electricity Authority reserves the right to review the Deposit charged as stipulated within the Gibraltar Electricity Authority Act 2003. Customers may also request that their Deposit be reviewed, by contacting us on applications@gea.gi.

The Customer can seek a refund of their Deposit upon submission of their Application Form for Disconnection of Electricity Supply. The Deposit paid will be refunded by AquaGib Limited, upon the Customer’s request, so long as the final Electricity Bill has been issued, and there is a zero balance on the respective Electricity Account.

a. Energy?
One Unit of Electricity is 1 kilowatt hour.

b. Monetary?
The monetary value of a Unit of Electricity is dependent on the Tariff your Electricity Consumption happens to be charged on.

There are four different Tariffs, with the last Tariff Increase having come into effect in August 2024. Please see the Tariff Schedule within our Download section for a description of each Tariff and details on prices.

All Electricity Bills must be settled at AquaGib Limited’s offices, situated at Suite 10b, Leanse Place, 50 Town Rage, Gibraltar GX11 1AA.

Various options exist for the settlement of Electricity Bills, such as, cash, Direct Debit, Online and Telephone Payment. In order to facilitate your experience when settling your Electricity Bills, we strongly recommend that you take advantage of the Direct Debit payment facility, which will avoid you having to queue at AquaGib Limited’s cashiers.

A Direct Debit Mandate Form must be downloaded from our Download section, completed and submitted at AquaGib Limited’s offices.

Alternatively, you may complete this form online by clicking here.

You may complete the Go Paperless Form from our Interaction section.

Alternatively, you may complete this form online by clicking here.

Contact our Arrears Section without further delay, and make them aware of the difficulties you are facing. We will not pry into your affairs, and all information will be kept in the strictest confidence. If you do not contact us, your Electricity Supply may be disconnected.

As per Section 19 (a), of the Gibraltar Electricity Authority Act 2003, the Gibraltar Electricity Authority “may, discontinue to supply electricity to a person whose payment of what is due to the Authority for the supply of electricity is more than 60 days in arrears whether such arrears are in respect of the premises to which a supply is to be discontinued or in respect of any other premises but only whilst such payments or charges remain unpaid.”

This letter has been issued by our Arrears Section, due to any one of your Electricity Bills being more than 60 days in arrears. To avoid the Disconnection of your Electricity Supply, you must settle all outstanding amounts by the Payment Date stipulated on the letter. Failure to do so will result in your Electricity Supply being Disconnected, and an Administration Fee being charged.

Contact our Arrears Section and establish as to whether your Electricity Supply has been Disconnected for Non-Payment of Account. If it has been, a member of our Arrears Section will explain what steps you must take so that your Electricity Supply may be Reconnected.

Whilst the Direct Debit payment facility would ensure that your Electricity Bills do not fall into Arrears, so long as there are sufficient funds in your bank account upon each debit, it is important that you ensure that no Electricity Bill is left outstanding for more than 60 days from the date of the Electricity Bill.

The Gibraltar Electricity Authority offers its Customers the facility to enter into a Repayment Agreement for the settlement of Electricity Arrears. Please contact our Arrears Section who will be able to provide you with further information on this facility.

Yes, your Electricity Supply can be Disconnected if your miss any one of your Electricity Arrears Monthly Instalments or Electricity Bill payments. It is important to note that you will not be notified in advance of your Electricity Supply being Disconnected, therefore it is your responsibility as the Customer to keep us informed should you be having difficulty in meeting the payments stipulated in your Repayment Agreement.

Whilst it is possible for all Electricity Bills to be settled via Direct Debit, and not just Electricity Arrears, we recommend that you submit a Direct Debit Mandate Form once your Electricity Arrears have been settled in full. Failure to do so will mean that your total Electricity Arrears will be debited from your bank account upon the first debit, regardless of the amount owed in Arrears.

It is possible to settle both Electricity Arrears and Electricity Bills on a monthly basis, without having to attend AquaGib Limited’s premises. With the assistance of your bank, and both the Gibraltar Electricity Authority and AquaGib Limited, you can set up a Standing Order with specific instructions for the settlement of your Electricity Arrears, and a Direct Debit for the settlement of your Electricity Bills. Once set up, it is your responsibility as the Customer, to ensure that both payments are being debited from your bank account on a monthly basis, and allocated as previously agreed with us through your Repayment Agreement.

To arrange for an Inspection of your Electrical Installation, please contact our Consumer Services Office.

You are required to submit a new copy of your Wiring Diagrams and Test Certificates at least three weeks prior to the expiration date of your Leisure Licence at our Consumer Services Office. In turn, you will be issued with an Electrical Installation Inspection Appointment, at which the Electrical Installation Inspector will confirm that the Electrical Installation is as per the documents submitted, and more importantly, the Electrical Installation is safe for use.

Having altered the Electrical Installation within your premises, you are now required to provide our Consumer Services Office with a new set of Wiring Diagrams and Test Certificates; these documents can be obtained from your Electrical Contractor. Having submitted such documents, an Electrical Installation Inspection Appointment will be issued, at which the Electrical Installation Inspector will confirm that the Electrical Installation is as per the documents submitted, and more importantly, the Electrical Installation is safe for use.

Your Electrical Installation Inspection Appointment can be rescheduled by completing the ‘Modify or Cancel an Appointment Form’ within our Interaction section. It is important that this form is submitted at least two working days in advance of your scheduled Electrical Installation Inspection Appointment, so that your original Electrical Installation Inspection Appointment can be released and issued to another Customer, and you may avoid incurring any additional fees for failure to attend your Electrical Installation Inspection Appointment.

Contact our Consumer Services Office so that you may be issued with a new Electrical Installation Inspection Appointment.

It is important that you wait for the Electrical Installation Inspector within the premises for which you have applied for Electricity Supply. Our Electrical Installation Inspector’s are known to be punctual and have a tight schedule to work to throughout the day, therefore they can’t afford any unnecessary delays as a result of there being no one within the premises they are going to Inspect. We therefore encourage you to provide us with a mobile contact number upon submitting your Application Form for Electricity Supply so that we may contact you should it be necessary.

The Electrical Installation Inspector will produce a report detailing the reasons why your Electrical Installation failed the test. This report will be sent to you by post; alternatively, you can request a copy from our Consumer Services Office.

Contact our Consumer Services Office so that you may be issued with a new Electrical Installation Inspection Appointment.

It is important, following water ingress and/or fire damage within your premises, that your Electrical Installation is checked and tests are carried out to ensure it is safe. To report water ingress and/or fire damage, please contact our Consumer Services Office on +350 20075957, and provide us with as much information on the address of the premises affected and the incident, so that we are able to provide you with as much assistance as possible.

In order to apply for an upgrade from a Single Phase to a Three Phase Supply, you must complete the ‘Upgrade of Supply Form’ within our Interaction section. Upon completion and submission of such form, a member of our Installation and Rising Mains Section will contact you so as to arrange a site meeting, in which the different options available will be discussed as well as associated costs.

There is a possibility that your Electricity Meter can be relocated from within your premises, to a Meter Cabinet exterior to your premises. This will undoubtedly help Meter Readers when having to read your Electricity Meter which will result in AquaGib Limited being able to issue accurate monthly Electricity Bills. In order to establish what works would be required, and what the associated costs would be, please complete and submit the ‘Relocation of Electricity Meter Form’ within our Interaction section and a member of our Installation and Rising Mains Section will contact you so as to arrange a site meeting. Should we find that the works requested can be undertaken, details on how to effect the necessary payment will be provided to you.

You may submit your Electricity Meter Reading through our Interaction section, by choosing the option ‘Electricity Meter Reading’. Upon completion of the mandatory fields, and clicking on submit, AquaGib Limited will receive an email with all the information, which will allow them to issue a corresponding Electricity Bill.

Arrangements for your Electricity Meter to be read by the Meter Reader can be made directly with AquaGib Limited on telephone number +350 20041288 Ext. 1. Alternatively, you may submit your Electricity Meter Reading via our Interaction section, by choosing the option ‘Electricity Meter Reading’ and completing all the mandatory fields.

You may place a Complaint of High Consumption within our websites Interaction section. By doing so, AquaGib Limited will receive an email, advising them of your complaint; so that they may in turn investigate as to whether your Electricity Meter may have been misread. Should AquaGib Limited find the Electricity Meter Reading to be correct, they will then forward your complaint to our Meter Testing Section, who will in turn take the necessary action to test your Electricity Meter within our premises. The Meter Testing Section will, having completed the necessary tests, provide you with a report as to its findings. Should we find that you have been under or overcharged, arrangements will be made with AquaGib Limited to either adjust your Electricity Bills or provide you with a credit on your Electricity Account.

Yes, advice can be sought from either the Consumer Services Officer or the Meter Testing Section Officer, on telephone numbers +350 20049265 or +350 20048932 respectively, or via email on consumer@gea.gi.

A power cut can take place as a result of a variety of factors. These factors include, engine tripping as a result of overload, engine failure/breakdown, substation failure and/or High Voltage/Low Voltage cable faults, blown fuses or quite simply due to planned works for the improvement of existing infrastructure.

Every effort will be made by our Engineers to restore power supply to all those affected by a power outage as soon and as safely as possible. The time taken to restore power supply will depend on the nature and severity of the fault.

Emissions are monitored by the Environmental Agency through the three monitoring stations and non automatic monitoring data. For more information see www.gibraltarairquality.gi

a. Government buildings and dwellings,

There are a number of options, depending on the time of day the fault occurs or the report is to be placed.

During normal working hours, fault reports are to be placed with the Reporting Office in the first instance, via telephone or email, as follows:

Customer Service – Line 1: +350 20048440
Customer Service – Line 2: +350 20048441
Reporting Office Manager: +350 20042253
Email: reports@gibraltar.gov.gi
After normal working hours, fault reports can be placed via telephone, as follows:
Gibraltar Electricity Authority Answering Service: +350 20042837
Housing Officer Emergency: +350 20050129
Alternatively, for a total failure of Electricity Supply, please contact our 24 Hour Service on +350 20075957.

b. Privately owned or rented premises.
To report an Electrical Fault within privately owned or rented premises, you must contact your Electrical Contractor.
Please note the Gibraltar Electricity Authority is NOT responsible for any faults of electrical and/or electronic appliances and equipment within your home or business.

To report an Electrical Fault outside your premises, please contact our 24 Hour Service on +350 20075957.

To report a fault with Street Lighting, please complete the 'Street Lighting Faults Form' within our Interaction section.

To place a report, please contact our Consumer Services Office on +350 20075957, or alternatively write to consumer@gea.gi, and provide details of the location of the building affected, so that the necessary works can be carried out.