Audit

In accordance with its mandate, the National Electric Power Commission (CNEE) carries out field inspection activities with the purpose of verifying the conditions under which the electric power service is provided.

To this end, technical inspections are conducted on the country’s electrical networks, using state-of-the-art technological resources and monitoring methodologies based on online platforms.

If, during its inspection processes, the CNEE identifies non-compliance with current regulations, the evidence is documented, and the responsible party is notified to correct the deficiencies. Through this process, the Commission directly contributes to resolving issues in electrical installations, thereby improving the quality of the service.

Quality of electric power service

Users of the electric power distribution service must receive:

Quality indicators

To define quality standards for the electric power service, the **National Electric Power Commission (CNEE)** processes information requested from distribution and transmission companies to determine quality indicators and verify compliance with the service standards established in the regulations.

Distribution

The final distribution service is the supply of electricity provided to the population through distribution networks, under service quality conditions and prices approved by CNEE. Quality is regulated according to the provisions established in the Technical Standards for Distribution Service.

Commercial

This refers to the supervision of the quality of commercial service. The standard defines indicators that measure the quality of the distribution companies’ commercial management to establish improvement actions in customer service. The customer–distribution company relationship must comply with the standards, and the main quality indicators regulate aspects such as the management of user complaints and requests, billing, and the accuracy of consumption measurement.

Technical product

The quality of the technical product is related to the stability of the supply provided to the end user (voltage level, waveform quality, power factor). This stability is essential to ensure that the electricity reaching the user can be used safely in homes, businesses, or industries. Any disturbance in the quality of electricity can affect the operation of electrical equipment and reduce the efficiency of distribution and transmission networks. CNEE verifies compliance with the quality levels of technical product parameters.

Technical service

The technical service quality indicators evaluate the continuity of the electricity service provided by the distribution company to users, measuring parameters such as the frequency and duration of service failures or interruptions in distribution. These are assessed both at the overall network level (global indices) and at the level of individual user impact (individual indicators).

In transmission networks, the occurrence of network unavailability is evaluated, distinguishing between forced and scheduled unavailability (incidents or maintenance, respectively).

Transmission

The transmission system consists of the set of transformation substations and transmission lines between the generator’s delivery point and the reception point of the distribution company or large users. It includes a main system and secondary systems.

Seguridad de presas

Las normas de Seguridad de Presas, (Resolución CNEE-131-2022). tienen como objetivo establecer los fundamentos y criterios que los responsables de las presas dedicadas a la generación de energía eléctrica en Guatemala deben cumplir para garantizar la protección de las personas, sus derechos y sus bienes.

No se encontraron entradas de seguridad de presas.

Fieldwork

The National Electric Power Commission (CNEE) carries out field inspection activities with the purpose of verifying the conditions under which the electric power service is provided.

Inspection carried out in Moyuta, Jutiapa

August, 2025

Oversight of distribution lines. Photographs taken using a Mavic 3E drone.

Technical inspection in Livingston, Izabal

August, 2025

Oversight coordinated with the staff of the CNEE Oversight Management and the Municipality of Livingston to verify the conditions of the electrical infrastructure in Aldea Sahilá.

Inspection carried out in Lanquín, Alta Verapaz

March, 2025

Oversight of distribution lines. A flight with a Matrice 350 drone equipped with a LiDAR camera (remote sensing technology that uses laser beams to measure precise distances) was required to demonstrate that the distribution company’s pole is about to collapse due to soil deterioration.

Oversight carried out in Huitán, Quetzaltenango

February, 2025

Oversight of distribution lines. Photographs taken using a drone. It can be observed that the transformer has plastic remnants from a kite.

Oversight in San Francisco La Unión, Quetzaltenango

January, 2025

Oversight of transformation centers using a thermal camera, through which a complaint regarding an overload of connected users was verified.

Quality surveys

Article 114 of the Regulations of the General Electricity Law establishes the coordination of an **Annual Quality Survey** with the 19 electricity distribution companies in Guatemala. The purpose of this survey is to measure the perceptions of electricity service users in the country. The results of this survey are published every year in the *Diario de Centroamérica*.

Customer service

In case of dissatisfaction with the electricity service, residential users may file a complaint directly with the distribution company, as it is responsible for providing quality service and charging the authorized rates.

If, after the established deadlines, the distribution company does not provide a response or the complaint resolution is unsatisfactory, the user may file a complaint with CNEE.

For more information, contact the Complaints and Customer Service Department: