1H Results 2005 Strong growth in all businesses. The Endesa Experience of the Ombudsman. March 2010. Index. Data on complaints handled by Endesa Customer Ombudsman: principles of action, objectives and procedures Claims resolved by the Ombudsman in 2009 Other activities carried out
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The Endesa Experience of the Ombudsman
Complaints vs contracts
Attends all issues related
to customer service: contracting
meter readings, changes, etc.
10M calls p.a.
Network of customer service offices staffed by personnel from outside ENDESA, located throughout the country in order to get closer to the customers
Network of customer service offices staffed by own personnel
Virtual office accessible via the corporate website in which customers can carry out personalised procedures
Complaints received: 765.756
Electricity – Last Resource Tariff
Central Complaints Unit
Regional Complaints Units
Complaints received: 1765
Type of complainant
Out of scope
€300 – 600
Quality of supply
Type of complaint
80% of the complaints are resolved by means of mediation.
Total Resolutions: 202
Financial compensation not requested
Financial compensation requested
In favour of the customer
Partially in favour
European Commission: Citizens Energy Forum
Unesa & Energy Companies
Training: 20 Workshops a 500 employees on mediation and communication skills.
CNE, Instituto Nacional de Consumo, Consumer Associations, Direcciones Generales de Energía, etc.
to improve transparency of customer services: in the free market, in the treatment of repeated complaints and to improve service channels.
related to Rights and Obligations in accordance with current legislation (published on the website of Endesa), regarding the responsibilities of clients in relation to their own facilities, and their rights in the demand of new supplies.
related to meter reading, billing and collection processes: turnover of individual cases (cumulative or erroneous billings), cutting and handling of complaints, including registration, control and monitoring.
related to quality of supply complaints to improve operating procedures in their management (technical visits and survey) and incidents caused by third partiesRecommendations Issued by the Ombudsman
Service received is what they value most.
Administration and response time is what they value least.
75% believe that the Ombudsman improves the Company's image.
Customers whose complaints have been handled via a mediation process are the most satisfied.