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28/10/2010
IBERDROLA JOINS THE CONSUMER ARBITRATION SCHEME

  • In the context of the company’s firm commitment to its customers 
  • The company, which has initially joined the Consumer Arbitration Scheme in Castile-La Mancha, La Rioja, Navarre and Catalonia, plans to extend its participation to the rest of Spain
  • Under this scheme, IBERDROLA agrees to submit to arbitration in the case of complaints on issues related to utility supply companies: customer service, procurement, billing and collection

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IBERDROLA has initially joined the Consumer Arbitration Scheme in the Autonomous Communities of Castile-La Mancha, La Rioja, Navarre and Catalonia and it plans to extend its participation at a later stage to the rest of Spain.

Under the terms of the agreement, IBERDROLA's two utility supply companies (IBERDROLA Generación and IBERDROLA Comercialización de Último Recurso) have joined this out-of-court scheme to deal with conflicts that may arise between consumers and companies.

The purpose of this initiative, which ratifies the company's firm commitment to its customers, is to continue to improve the company's service and speed up the amicable resolution of conflicts that may arise with customers in a manner that is efficient, fast and free of charge. 

Under this scheme, IBERDROLA agrees to submit to arbitration in the case of complaints related to utility supply companies: customer service, procurement, billing and collection.

This mechanism offers several advantages to consumers: the procedure is free of charge, complaints are resolved within six months at the latest, decisions are binding and enforceable, and the arbitration body is impartial and independent.

In order to avail of this scheme, the customer must first of all submit a complaint to IBERDROLA in writing, addressed to: Apartado de Correos 61090 - 28080 Madrid or through any of the other channels provided by the company: the customer service hotline (902201520), e-mail (clientes@iberdrola.es), the corporate website on this website, or at any of the IBERDROLA Customer Service offices.

If a satisfactory reply is not obtained within 30 days, the user may forward the complaint directly to the Autonomous Community Consumer Arbitration Board for Castile-La Mancha, La Rioja, Catalonia or Navarre. This request may also be submitted via a Consumers’ Association.

Committed to its customers

In joining the Consumer Arbitration Scheme, IBERDROLA has set a precedent, as there are very few cases of companies submitting to this scheme in the energy sector.  This initiative is further proof of the company's efforts to meet the needs and expectations of its customers and respond to any doubts that they may have.

The company now has over four million contracts in the deregulated Spanish market, of which more than 2.1 million are for electricity, over half a million for gas and 1.4 million for other services linked to the supply of energy.

The company has managed to reach these high figures thanks to a sales strategy tailored to meet consumer needs with products and services offering competitive prices and excellent service. 

This sales policy has enabled IBERDROLA to achieve a weekly sales volume in excess of 60,000 contracts.  The company has achieved this high rate of activity thanks to the almost 7,000 professionals that operate its customer service and sales channels throughout Spain.

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