Consumer Arbitration System

What is the Consumer Arbitration System?

The Consumer Arbitration System is a public service that helps resolve disputes between consumers and businesses voluntarily, quickly, and free of charge, without the need to resort to ordinary courts.

What disputes with Endesa can be resolved through the Consumer Arbitration System?

Only those disputes that simultaneously involve:

• legally or contractually recognised rights,
• activities carried out by Energía XXI, and
• issues raised by customers who qualify as consumers under general national consumer protection regulations.

It should be noted that Endesa acts solely as an energy retailer. Therefore, any consumer claims related to matters handled by the distribution company (such as meter readings, quality of supply, or supply interruptions) must be addressed directly to the relevant distribution company through the appropriate channels.

In addition, the claim must have first been filed with Endesa, and either no response has been received within one month, or the response received does not meet the customer’s expectations.

The following claims cannot be processed through the Consumer Arbitration System:

• Claims already resolved by an arbitration award or court ruling.
• Claims involving matters that are not freely negotiable under the law.
• Claims requiring the involvement of the Public Prosecutor’s Office under current legislation.

 For more information about the Consumer Arbitration System, please visit the following website: