Frequently asked questions
Rolegás explains!




READINGS

 

How do I check meter readings?

- To check your meter reading, go to the place where the meter is installed.

- Use the number shown on your bill and/or in your customer area to identify which meter is yours.

- Only enter the numbers to the left of the comma. Disregard the other numbers.


How do I report meter readings?
- You can report readings via the
Customer Area on our website or the My Rolegás app (App Store or Google Play) or by using our other contact details.




CONTRACT

 

What do I need if I want to enter into a supply contract with Rolegás?

 If the place of consumption is already supplied by Rolegás or has a connection to our distribution network, you should:
- Read the conditions of the gas supply contract;
- Request the supply contract using the online form for domestic customers or the online form for business customers, as appropriate.
- If the place of consumption is not supplied by Rolegás or if you are unsure if it is, please contact 289 249 760 or send an e-mail to contacto@rolegas.pt. 

 

How do I request the cancellation of my supply contract with Rolegás?

 You should fill in the “Declaration of cancellation of the gas supply contract” and send it to contacto@rolegas.pt or make the request via the Customer Area on our website. Please tell us the date on which you wish the cancellation to take effect, the current reading of your gas meter and your new address for correspondence, if you are changing it from the current one.

 

 


 

What do I need if I want to change the ownership of the contract?

You must request the supply contract using the online form for domestic customers or the online form for business customers, as appropriate, indicating in the comments the gas meter reading and the desired date for the change of ownership to take effect.



PAYMENT METHODS

 

WHAT PAYMENT METHODS ARE AVAILABLE?

Rolegás accepts the following payment methods:

- Direct Debit  

 For your convenience, you can pay your bills by direct debit (direct debit activation).

 You can sign up via the Customer Area on our website, the My Rolegás app (App Store or Google Play) or by filling in the relevant form at one of our Rolear Mais shops.

- Multibanco (Cashpoint/ATM)

At any Multibanco/Cashpoint/ATM machine, select the Pagamentos > Pagamentos de Serviços [Payments > Service Payments] and enter the details found on your bill. The receipt issued by the machine serves as proof of payment. You can also pay via your home banking app or website using the same details.

- Payshop

The Payshop agent network is made up of local shops such as stationery stores, tobacconists, kiosks, supermarkets and others.

You can search online to find your nearest Payshop agent.

 

- Pagaqui

The Pagaqui agent network is made up of local shops such as stationery stores, tobacconists, kiosks, supermarkets and others.

You can search online to find your nearest Pagaqui agent.

 



 

- CTT (Post Office)

CTT has an extensive nationwide network. You can search online to find your nearest CTT post office or service point.

- Rolegás face-to-face service

 Rolegás offers face-to-face service at its shop, located in Parque Rolear, Sítio do Areal Gordo, in Faro (GPS: 37°2'25.07"N - 7°53'47.26"O).

 

- Rolear Mais Shops

You can also use our network of Rolear Mais shops to make your payment.



BILLS

 

How do I check the status of my bills?

You can check your consumption bills and their status via the Customer Area on our website or the My Rolegás app (App Store or Google Play).
 

How do I sign up for electronic invoicing?

You can do this via the Customer Area on our website, the My Rolegás app (App Store or Google Play) or by e-mailing contacto@rolegas.pt


What taxes are associated with the consumption of propane gas?

The following taxes and charges are associated with the consumption of propane gas:

CO2 emission tax (tax on the emission of carbon dioxide gas) 

Article 92-A of the Code of Excise Duties (CIEC), approved by Decree-Law 73/2010 of 21 June, establishes that some oil and energy products are also subject to a surcharge on CO2 emissions. 

Currently, the surcharge on CO2 emissions is €163.26 per tonne of LPG.

 

 



ISP (Petroleum Products Tax) 

ISP is defined in the Code of Excise Duties (CIEC) and is levied on petroleum products used as motor fuel or as fuel, and on hydrocarbons used as fuel (except peat).

Currently, the ISP rate applicable to propane gas is set at €7.99 per 1,000 kg.

 

VAT (Value Added Tax) 

 VAT is a tax applied to sales or services provided in Portugal.

VAT is paid by the consumer when they pay for the good or service provided. The seller or service provider receives the VAT amount and then hands it over to the Tax and Customs Authority (AT).



GAS INSPECTIONS

 

Who is responsible for arranging and paying for gas inspections?

It is up to the owner or user of the gas installation or appliance to arrange for the inspection and pay for it.

 

Exceptions:

 - Common parts of the building, which are the responsibility of the condominium;

- Leased apartments, when the respective contract transfers responsibility to the tenant, who is also responsible for the inspection of gas appliances that he/she purchases and has installed;

- In processes to convert or reconvert gas installations, as these are the responsibility of the organisation contracting the work.

 

When do I need a gas inspection and how often do I need one?

The following table shows three types of gas inspections and the frequency required.












Type of inspection Reason and deadlines

Other/Extraordinary
Gas supply start-up inspection Requires the presence of the installer's gas technician, as well as the representative of the distributor for the purpose of connecting the gas, provided that the gas supply service has been contracted and, where possible, the designer. - Gas installation project - Declaration of conformity of execution



Periodic
Every 3 years, classified/administrative buildings and enclosures; schools; hospitals and retirement homes; venues and public meeting spaces; hotels and restaurants; commercial and transport hubs; sports and leisure areas; museums and art galleries; libraries and archives; industrial facilities, workshops and warehouses; or others that do not fall under the standard uses described, but which are used by the public.   


Every 5 years, classified buildings and enclosures with gas installations that have been in place for more than 10 years and have not been remodelled.  

The period starts from the date of the last start-up, extraordinary or periodic inspection.
 


Extraordinary
When one of the following situations occurs: a) It is reconverted; b) Changes are made to the layout, section or nature of the pipework in the common areas or inside the dwellings, or replacement of installation components with others of a different type;  c) Gas leak or interruption of the supply due to a type-G defect

 

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