• The aim of the Ombudsman, who works independently form the company's management, is to attend to and resolve, free of charge, the complaints of customers who are not satisfied with the answers they have received from Endesa's customer services departments.
• The Endesa Ombudsman has received 10,054 requests, of which 72% have been fully resolved in favour of the client.Madrid, 15 March 2012. The Endesa Ombudsman, currently José Luis Oller, celebrated his tenth anniversary in an event at the Endesa headquarters in Madrid, on World Consumer Rights Day. Also attending were Ombudsmen from seven other European and Latin American companies (GDF Suez, EDF, Norgensenergias, Dong Energy, Ampla, Codensa, Coelce). They weighed up the current state of the deregulation process of the world energy markets.
El defensor del cliente de Endesa es una figura independiente de la línea de gestión de Endesa que atiende y resuelve de forma gratuita reclamaciones de clientes que ya se han dirigido a los canales de atención al cliente de la compañía y no están satisfechos con la respuesta recibida. Second instance complaints are resolved through mediation, via encouraging a dialogue between the customer and the company. 72% of all complaints resolved by the Ombudsman over the last 10 years have been in favour of customers.
Endesa is the only company in the Spanish energy sector that has an Ombudsman, an independent figure created in 2002 to improve customer service and attention, and who in 2011 dealt with 2,089 complaints from a total of 11.5 million Spanish electricity customers and more than one million gas market customers.
Greater relevance of the customer
At the celebration of the tenth anniversary of the Endesa Ombudsman, the representatives of this figure agreed on the need to improve companies' customer services in response to the problems that deregulation in the sector has meant for customers. In his speech the Endesa Ombudsman, José Luis Oller, said “It is not just a case of tweaking how the market functions, we need to change the very culture of companies so that their business really is centred on customers".
The European Ombudsmen presented the "Zero Unsatisfied Clients" project, in which the European Energy Ombudsman Group is involved, that aims to guarantee that 100% of clients that go to mediation or company Ombudsmen are satisfied and their faith in the company is restored.
For Oller, “the existence of the Ombudsman has helped improve the culture of dialogue with the customer. It has given a push to mediation as the best way to resolve conflicts and restore customer confidence in the company". Currently, two thirds of all complaints received by the Endesa Ombudsman are resolved in this way, through a mediation process between the company and customers, who value the service greatly.
The Ombudsman’s main task is to defend and protect the rights of Endesa’s customers arising as a result of their interaction with the Company, as a last resort customer service channel, in addition to providing the company with recommendations aimed at improving customer service and attention.
The Ombudsman's decisions are based on the principles of conciliation, justice and equity. The Ombudsman makes his decision within two months of the customer making his complaint, giving it in writing to both the customer and the company. Endesa is committed to automatically and voluntarily abide by the Ombudsman's decisions and must fulfil it within 30 days for the day following the express agreement of the decision by the customer.
The first Endesa Ombudsman was Antón Costas. He was replaced in 2005 by José Luis Oller, and who currently fills the role.
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