FAQs

The state of emergency decreed by the Government included a series of measures that also affected Endesa's Customer Service. Our highest priority is the well-being of customers and employees, which is why we adopted the following global plan:

• No residential customers had their supply cut off during the state of emergency.
• We attended all urgent repairs of gas installations, boilers, electrical breakdowns, residential communities, hospitals, etc.
• Changes in Customer Service: in compliance with the governmental decree, we closed our customer service offices on 16 March. As of May 11, we began to reopen them with new hygiene and safety measures. We continued to assist you over the telephone and through our on-line channels.

Our customers were able to continue making their urgent arrangements with Endesa through the following channels:

• Telephone.
• Requesting an appointment at your Endesa office.
• Digital: through the Endesa Customer Area and the Endesa mobile app, with access to all invoices and contracts, as well as to controlling energy consumption.
• In addition, through the telephone service, the provision of services regarding urgent gas repairs continued to be provided, as did the servicing of individual domestic hot water boilers, urgent electrical repairs and, of course, assistance for essential supplies (hospitals, boiler rooms, etc.).