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IBERDROLA has renewed its membership of the Consumer Arbitration System in the autonomous regions of Castile-La Mancha, La Rioja, Navarre and Catalonia and joined those of a further seven regions in a second stage:   Aragon, Asturias, the Canary Islands, Castile and León, the Valencia Region, Extremadura and Galicia.

Under the terms of the agreement, IBERDROLA's two suppliers (IBERDROLA Generación and IBERDROLA Comercialización de Último Recurso (Last Resort)) have ratified and extended the territory in which they have seconded this system, which is an out-of-court dispute system for dealing with possible conflicts between consumers and companies.  

This initiative, which corroborates IBERDROLA's firm commitment to its customers, has the fundamental aim of continual improvement of the service provided by the company - in this case, the fast, efficient and friendly resolution free of charge of any possible conflicts that may arise.

The company decided to continue this initiative after the excellent experience of this year, during which this system has allowed to reinforce a commercial strategy that is focused on meeting the needs of all our customers, among other important factors.    

In taking part in this system, IBERDROLA accepts to submit to arbitration in claims linked to matters managed by suppliers: personal customer support, contract-signing, billing and charging.

Some of the advantages that this mechanism offers consumers are that it is a procedure that is free of charge, that claim processes are dealt with in a maximum of six months, that decisions are binding and enforceable and that the arbitration body is impartial and independent. 

In order to avail of this system, the customer must first submit a complaint to IBERDROLA in a letter addressed to: Apartado de Correos 61090 - 28080 Madrid or via any of the channels provided by the company: the Customer Support hotline (902201520), e-mail (clientes@iberdrola.es), at the present website , or at any of the company's face-to-face customer support units.

If they do not obtain a satisfactory response within 30 days, the user may send the complaint straight to the Consumer Arbitration Board in the relevant autonomous region.  This submission may also be made via a consumers' association. 

Committed to its customers

IBERDROLA has set a precedent in the energy sector by joining the Consumer Arbitration System, because it is among the few partipating companies from this sector.  

The company has over 13.3 million contracts in Spain, which include contracts signed in the free market and with the Last Resort Supplier (L.R.S.), in the case of customers to whom the last resort tariff (L.R.T.) has been applied.

IBERDROLA has over 6 million contracts in the liberalised energy market in Spain, of which 3.4 million are electricity contracts, 0.76 million for gas supplies and 2 million to agreements for other products and services associated to energy supply.

The company has achieved these figures on the basis of a commercial strategy that endeavours to adapt to consumers' needs with products and services that are competitive not only in terms of price, but also of excellence in service.

This commercial policy has enabled IBERDROLA to achieve a weekly turnover in excess of 60,000 contracts.  The company has managed to achieve this high rate of activity thanks to the almost 7,000 professionals working in the customer support and sales channels throughout Spain.