Frequently Asked Questions (FAQs)

Answers to all the most frequent questions

You can always check the terms of your agreement, specified in the contract document you signed with us.

The object of each contract is the sale of electricity and/or natural gas and/or other additional services, and the Supply Points (CUPS) are specified in the Specific Conditions of the Contract.

The contract describes all the main features of the products and services, the purchase terms, the conditions of rendering of services, the scope and specific coverage of the services, including the financial conditions.

All these details are adjusted to the information you have received previously from the sales assistant or through our website www.audaxrenovables.com or through our other media (telephone, electronic or telematic) in compliance with the Royal Legislative Decree 1/2007 or the General Law on Protection of Consumers and Users for the conclusion of distance contracts and off-premises contracts.

If you want to check any specific aspect of your current agreement, you can do it by logging into your customer area at www.audaxrenovables.com. You can also download the customer app where, apart from the agreement, you'll be able to check quickly and easily your invoices and ask questions directly to our Customer Service Department.

Firstly, our company produces and sells energy at very competitive prices and offers products that adapt  to all needs, be it for home or professional use.

Secondly, Audax Renovables is one of the major green energy business groups. This feature, so important to us, entails a range of competitive advantages when it comes to purchasing power supply, in comparison to other companies of the sector. Apart from being a retailer, the Audax Group owns wind farms in Spain, France and Poland.

One of these advantages is the optimisation of all our processes carried out in order to guarantee the best tariffs and help you save on the electric bill. We also boost and encourage innovation from within our company, bringing new products and services designed to cater to the needs of our customers. On the other hand, we value the satisfaction of our clients, therefore we have our own customer service department, which provides high quality assistance and resolves all enquiries.

Our company is an ever-evolving pioneer in the energy sector, striving to achieve and provide excellence in all products, services and processes. Owing to our business strategy, we are able to improve the terms we offer, and make your energy consumption efficient and optimal so that it can result in a saving.

In Audax Renovables we help all our clients to optimise the energy cost, through our friendly and transparent customer service, where we address any enquiry or issue that may arise during the process of signing up and purchasing your supply.

For many years large companies with standard customer service have been leading the energy sector. This is the point where Audax Renovables wants to be different from the rest.

Our corporate philosophy involves offering transparent and friendly assistance without surprises. We carry out an analysis of the situation of each user and provide them with the most adequate solution to their consumption needs in order to enable them to save as much as possible.

This is why our tariffs are tailored to each type of customers: individuals, small and medium enterprises, as well as large corporations. This means that each client of Audax Renovables receives the optimal offer adjusted to suit their consumption so that they may buy the most affordable energy which is best adapted to their needs.

If you want to know how you can conserve energy in your daily activity and minimise the environmental impact, you'll find that Audax Renovables is the best partner to do it together. We are an electricity and natural gas supplier with a responsible and respectful approach to the  environment, perfect for the households and businesses who want to optimise their energy consumption and save on their electricity bills. Therefore, if you opt for a fixed or indexed tariff you can choose to receive the supply of energy which is 100% renewable and green.

Discover our tariffs and find your ideal energy solution:

  • Fixed electricity tariff: this tariff allows you to pay only for the electricity you use, the price is fixed and does not change throughout the term of the contract. This is a tariff without surprises - the price is fixed beforehand, so no market ups will affect the price of the energy you use. We also offer you a fixed tariff with time of use plan. This tariff divides the time of the day in two periods, so if you can adjust your energy use to the cheaper period, you will make a saving on your electric bill. There is no need to make changes in your wiring, you only need to apply for the tariff and we will arrange the shift with no trouble.
  • Indexed tariff: with Audax Renovables the small and medium-sized enterprises can also enjoy now the advantages of buying electricity at wholesale prices. On our indexed tariff you'll pay every hour a real price at which the energy is sold on the electricity market, plus a small management fee. The energy price under this tariff changes every month, but on a yearly basis it usually turns out to be more affordable, because there is no risk premium attached to it as it is to the fixed tariffs.

In Audax Renovables we guarantee our customers the maximum transparency in the provision of our services as well as in the billing, without surprises or tariff alterations throughout the term of the agreement.

Don't hesitate, switch your energy supplier and pay for the energy you actually use. Save on your electric bill and use 100% renewable energy at the same time!

Every switch of supplier seems complicated, but it really is quite straightforward, so let us we explain it to you. In Audax Renovables we make it easy for you so as to save you time and any headaches.

We take care of all the formalities so that you switch supplier without trouble and with all the guarantees. You won't need to change your meter, or carry out any assembly works, or endure power cuts or any other trouble. The only change you'll notice is that from now on your energy bills will be coming from Audax Renovables.

We take care of our clients. That is why one of the most important aims of our organisation is to provide customer service of the highest quality. We want it to be a feature that sets us apart from the competition. It is one of our most important added values.

In Audax Renovables we consider it of utmost importance to have a friendly, transparent and competent approach to our customers. As well as to be efficient in resolving any issue or query and help our users solve any trouble they may have, such as the process of switching energy supplier.

If you decide to change your energy supplier, you only need to contact us and give us the following information, but if you don't have this information, don't worry, just ask us and we will help you:  

•    Full personal data.
•    Supply address.
•    Electric power.
•    Universal Supply Point Code (CUPS). You'll find this information in any previous invoice.
•    Bank account on which direct debit is set up for your energy supply payment.

Usually the process of switching supplier takes 3 to 6 working days. During this time you may receive a bill from the previous supplier for the last billing period, but in the next period the new terms will be applied already.

Switching supplier is a service we offer free of charge, so you don't have to pay for it neither to the new nor to the old supplier.  

If you want our professional team to help you in the process of switching supplier, contact us through our usual channels - phone or email. If you prefer, we can also attend you personally at one of our offices. As an energy supplier, we have several customer service centres located all over the country, in order to provide the best assistance to our customers. You can find the address of the nearest customer service office on our website.

Let our professional team advise you, and you'll see how easy and straightforward it is to switch supplier. You will be warmly welcomed in Audax Renovables!

Remember that currently the Audax Group is one f the main energy groups. It is comprised of more than 20 companies, 1,900 employees, and has more than 365,000 customers.

Moreover, and most importantly, Audax Group, being environmentally aware, has its own wind farms which generate energy from 100% renewable sources. We are extremely respectful with our environment and strive to contribute to its preservation.

Remember that the energy you use says a lot about you. Join a sustainable and green enterprise!

In Audax Renovables all the energy we supply is green and obtained from 100% renewable sources, meaning that it has been produced out of inexhaustible natural resources, which do not generate greenhouse gas or pollutant emissions. 

The energy consumed by your home or business is guaranteed as 100% renewable according to the last report published by the CNMC (the National Commission of Markets and Competition).  Your invoice contains information of the energy mix, where you can verify that the energy you use is clean and renewable.

No. With Audax Renovables you keep the current wiring, without assembly works or troubles, and without power supply cuts.

In contrast to what many people think, switching supplier is much easier than it seems. In Audax Renovables we make it easy for you so as to spare you the trouble. We take care of all the formalities so that you switch supplier with no effort and with all the guarantees.

What really matters is that this change is made because the consumer wants to optimise the service received, enjoy other advantages, save on the energy bill or switch to green energy, among other improvements.

At the moment of choosing a tariff it is important to take into consideration the actual consumption, the availability throughout the day and the hours when the biggest consumption takes place. All necessary information is available for you on our website, in our blog, through our specialists, so as to help you find the best energy solution for your home or business.

Here are some aspects that should be considered when choosing a new tariff:

•    The number of persons in the household or the business.
•    The time spent by them in the property.
•    The number of domestic appliances, and whether there is an electric or gas heating system.
•    Type of insulation with which the building is equipped.
•    Amount of energy used (in kilowatt-hours).
•    We remind you that this process is free-of-charge, and there are no power cuts throughout. The time of the process is connected with the billing periods of each energy supplier. Once the client's switch application has been received, the previous supplier issues their last invoice. From this moment the new supplier will start charging the client for the energy supply. The switch usually takes approximately 3 to 6 working days.

In Audax Group we provide clear, efficient and transparent customer service because we care for our clients. If you have any questions in this regard, you can contact us by phone, email or come to the nearest Audax office, and one of our experts will help you remove all your doubts and answer your questions.

Let our experts guide you, and they will explain all the steps to be taken throughout the process. You'll see how easy it is to switch to Audax Renovables. You will be very welcome!

We put all our efforts into optimising our processes in order to offer the best tariffs with the most competitive prices on the market. We are committed to innovation, and that is why we provide new services in order to cater to the needs of our customers. We also focus our attention on the satisfaction of our customers. For this purpose we have set up our own high quality customer service department.

Those are some of our advantages, which set us apart from the competition.

Our goal is to offer always the best service at the most competitive price.

The answer is no. There will be no power cuts throughout the process or after its completion.

Switching supplier does not necessary involve change of distributor, because in your geographical area it will probably be the same one.

In any event, we recommend you to keep the process documented in order to have evidence that you have been signed off correctly from the previous supplier and signed up successfully to the new one.

Power cuts usually occur because of system failures, and it is the distributor who is accountable for them. However, if your power is out, just check that all your bills are paid on time or that you have not applied to sign out voluntarily from your supply.  

If what you want is to switch supplier, don't worry, there will be no power cut and the supply will not be interrupted throughout the process.

We also want to remind you that switching supplier is not as complicated as it seems. In Audax Renovables we make it easy for you so as to spare you the trouble. We take care of all the formalities so that you switch supplier with no effort and with all the guarantees.

In Audax Group we provide clear, efficient and transparent customer service because we care for our clients.

If you have any question in this regard, you can contact us by toll-free phone, chat on the website, email or social networks.

Let our experts guide you, and they will explain all the steps to be taken throughout the process. You'll see how easy and straightforward it is to switch supplier. You will be very welcome!

Remember that currently the Audax Group is one of the main energy suppliers, is comprised of more than 20 companies, 1,900 employees, and has more than 365,000 customers.

Moreover, and most importantly, in the Audax Group we generate our own green energy in wind farms located in Spain, France and Poland, because we care for the environment and its future. We are extremely respectful with our environment and strive to contribute to its preservation.

The energy you use says a lot about you. Join a sustainable and green enterprise!

In compliance with the current legislation, for the purpose of alternative dispute resolution Audax Renovables adheres to the Consumer Arbitration System.
This is an out-of-court method applied with total impartiality, independence and confidence, in a quick, simple and efficient way with no charge for the customer.
Consumer Arbitration protects customers all over the national territory and is carried out by the regional and municipal arbitration boards.
Each process begins with the submission of application for arbitration by the holder of the energy supply agreement. The application document is available at the following link: 

http://www.aecosan.msssi.gob.es/AECOSAN/web/consumo/ampliacion/Juntas_Arbitrales/juntas_arbitrales.htm

If you're interested, below you'll find a list of the regional and municipal boards:

Juntas arbitrales

In Audax Renovables we care for our clients and their needs. We are committed to offering high quality customer service, personalised assistance and the most competitive prices on the market.

Our goal is to establish a long-lasting relationship with our clients. For this reason we have simplified our invoice so that at any time you can find the information on the amount of energy you use and the price you pay, easily and without surprises.

If you have any questions you want to ask us, you can contact our specialists at 900 828 006 or at info@audaxrenovables.com

We will address your questions and incidents in an efficient and transparent way.

Audax Renovables is committed to offering friendly assistance and personalised service, catering to the needs of our clients. This is one of our advantages, which set us apart from the competition.

We provide you with all the necessary means for an easy resolution of any difficulty. You'll find a lot of information on this website and on our corporate blog, and you can contact our team who will address all your enquiries.

Our aim is to make things easy for you, help you optimise your energy consumption so that you can start saving on your energy bill, and provide you efficient energy supply adapted to your needs. That is because you are at the centre of our business and our decisions.

There is a variety of means for you to contact us. Phone from Monday to Friday, from 9 a.m. to 7 p.m.
Office and Social Media from Monday to Friday, from 9 a.m. to 5:30 p.m.

Audax Renovables is one of the main companies of the energy sector. A company in full growth, whose business activity involves electricity and natural gas retailing for individuals, businesses and large corporations.

On the one hand, we help you optimise your household energy cost. In this case, we promise to offer you affordable energy supply and friendly service. We will analyse your current agreement and offer you a better solution, more suited to your needs of energy consumption so that you can save on your household electric bill.

On the other hand, we offer tailored services to businesses, companies, large corporations and public administration. Our website will give you all the information about the tariffs adapted to the needs of every business. If you have several supply points, we will group your invoices so that you can have a better control over your business energy costs.

We work every day in order to improve our processes and offer you the most competitive prices on the market. We also boost and encourage innovation oriented to new products and services designed to cater to the needs of our clients.

 

If you have a 2.0 tariff (up to 10 kW of purchased power) or a 2.1A tariff (between 10 kW and 15 kW of purchased power), the reading usually appears next to the number 1.18.0 or 1.18.1. Now you can send us your meter reading by WhatsApp. You only need to take a picture of the meter with your mobile phone and send it by WhatsApp to Audax Renovables (626 09 67 56). Please remember to put your details (NIF / CIF of the owner) for the identification of the supply.

If you have a 2.0 DHA or 2.1 DHA tariff (with Time of Use), the total reading is usually next to the number  1.18.0, the peak will be indicated next to the number 1.18.1 and the off-peak next to 1.18.2.
In the case of medium and high voltage tariffs (3.0A, 3.1A and 6.1A/B), the reading usually appears next to the following numbers: 1.18.0 (total), 1.18.1 (P1), 1.18.2 (P2), 1.18.3 (P3), 1.18.4 (P4), 1.18.5 (P5), 1.18.6 (P6)

In case of failure or power cut it is necessary to contact the Distributor, who is responsible for the quality of the supply. In the footnote of your invoice you'll find the toll-free phone number of your Distributor. There is also a list of the Distributors and their phone numbers below. In order to find out which one is your Distributor, you need to check the first 4 digits of the CUPS (CUPS prefix) of your supply, which is specified in each one of your invoices.

If you don't know how to identify this number, click on the following link ("How to read your invoice") and you'll find an example of an invoice with all its sections well explained. You need to find the CUPS, which is a 22-digit number, and check the first 4 digits.

Then find your Distributor on the following list. You'll find it easily by looking for the first 4 digits of your CUPS number in the first column of the document titled "CUPS" prefix.

List of electricity distributors and their phone numbers.

List of natural gas distributors and their phone numbers.

 

 

If you want to submit your meter reading, you can do it by contacting us directly. One of our agents of the Customer Service Department will attend you and will guide you through the whole process. Or, if you prefer, you can find detailed instructions when you click open this document:

  • Meter reading

The quality of the customer service we offer is fundamental for us and is one of the priorities of our company. In Audax Renovables we have our own, internal Customer Service Department, dedicated exclusively to our clients, with no recorded voices,  where you'll be attended directly by our experts.

For each type of tariff there are billing periods determined in accordance with the current legislation.

For the 2.0 and 2.1 tariffs there is only one period, but if the client chooses Time of Use (DHA), there will be 2 billing periods. For the tariffs with Time of Use (2.0 DHA and 2.1 DHA) there are 2 billing periods: Peak hours with higher price, and Off-peak hours with lower price, which will change the last weekend of March and October as the official change between winter time and summer time takes place.

For the tariffs with 3 billing periods (3.0 A and 3.1 A) there are Peak, Flat and Off-peak hours according to the geographical area and the time of the year (summer time and winter time). The Peak hours are the most expensive, while the Off-peak hours are the most economical. The price of the Flat period is in between.

The tariffs with 6 billing periods (6.1 and 6.2) are directed to the large corporations or industry. The price differs depending on the time of consumption, the P1 period being the most expensive and the P6 the cheapest.

Check at the following link the tables with the tariff periods of Audax Renovables for the Peninsular Spain, the Canary Islands and the Balearic Islands.
 

Periodos tarifarios Península

Periodos tarifarios Baleares

Periodos tarifarios Canarias