If you prefer to always view the website in English, please click here.

AENOR certified Endesa service letter

Endesa: certified by Aenor for its proactive telephone sales services of the Telemarketing area (CAT Outbound)

The Spanish Standards and Certification Association (AENOR in its Spanish acronym) is a private non-profit organisation, created in 1986 to improve the quality, and thereby, the confidence in businesses and their products and services.

Thanks to our rigorous code of conduct, which makes us stand out from other energy companies, and to our on-going quality commitment to our customers, at Endesa we can today say with pride that we are the first energy company to obtain a Citizen Charter related to sales processes, certified by Aenor.

Endesa's Residential and Business Telemarketing Service has four points, now guaranteed by Aenor, to achieve excellent and outstanding quality in the customer sales outreach process.

The Citizen Charter approval date: January 28, 2011. Last updated november 2022. To be reviewed every 2 years.

Our commitments and our objectives

Indicators Commitments Goals
Quality of Information We inform in a way that is comprehensive, understandable and truthful. Obtain a monthly value of 80% of customers who are satisfied or very satisfied with the clarity of the explanations given during the sales process.
Confidence Conveyed We maintain a respectful sales attitude and transmit confidence to our customers. Obtain a monthly value of 80% of customers who are satisfied or very satisfied with the friendliness and politeness of our sales staff.
Satisfied Customers We ensure continual improvement in each step of the sales process. Obtain a monthly value of 80% of customers who are satisfied with the contract entered into.
Convinced Customers We check customers' knowledge and agreement with what they're signing up for. Verify in 100% of cases that the customer is aware of what they are contracting.

Code of Conduct

Proud of our rigorous code of conduct.

Endesa has a code of conduct for sales consultants and Customer Service by Phone, based on the following components:

  • Endesa makes sure that sales activity complies with in-force legislation.
  • Identification of consultants: sales consultants must provide prior identification and must identify the number of the caller.
  • Reasonable schedule: Endesa makes calls during reasonable hours, respecting rest times. From 9:00 to 21:00 Spanish time, except for returning calls, arranged appointments.
  • Protection of minors: when the sales consultant has reason to believe that the person speaking is a minor, they must refrain from continuing with the sale
  • Misleading information: in the name of Endesa, the sales consultants will evaluate customers based on their profession knowledge, and will refrain from making use of information that is misleading, fraudulent or dishonest.
  • Respect for those not interested in commercial soliciting: Endesa will always honour requests to opt out of further promotional contact.

 

Contact Information
Customer service, suggestions and complaints channels:

Through My Endesa: at our Online Office you can carry out the main transactions related to your electricity and gas contracts, 24 hours a day, 365 days a year. Sign up today at My Endesa and start enjoying the advantages.

Telephone service: every day of the year and at any time of day, you can request the information you want or carry out the procedure you need. It's that simple and effective: 800 76 09 09.

Service Points and Sales Offices: use our service points and sales offices search engine to find the nearest one. There are more than 400 service points throughout the territory.

Ways for customers to participate: satisfaction surveys, claims and suggestions. By email to endesa@universiateleventa.com.

Rights, Obligations and Applicable Legislation:

Our commitments and objectives

Indicator Objective 2022 1st Quarter 2023 2nd Quarter 2023 3rd Quarter 2023 4th Quarter 2023
Overall Satisfaction ≥ 80% 86,2% 86,2% 84,6% 84,9% empty table cell
Appearance and Education ≥ 80% 84% 83,2% 82,0% 81,8% empty table cell
Quality of Information ≥ 80% 90,1% 89,7% 88,4% 88,6% empty table cell
Contract Validation 100% 100% 100% 100% 100% empty table cell

(*) Corrective action will be taken for those indicators that are below the objective.

Complaints 2022 1st Quarter 2023 2nd Quarter 2023 3rd Quarter 2023 4th Quarter 2023
% Resolution within 30 days of complaints relating to services included in the Letter of Services. 93% 97% 95% 95% empty table cell

(*) Complaints are not included in the commitment associated with the letter of services.

advise icon go to the advise Facebook icon go to Facebook Twitter icon go to Twitter Youtube icon go to Youtube Messenger icon go to Messenger Linkedin icon go to Linkedin Instagram icon go to Instagram Shared Link icon Go to the shared link Checkmark Success icon Checkmark Success down arrow icon down arrow Previous Go to previous Next Go to the next close icon close add icon add up arrow icon up arrow oblique arrow icon look obliquely Arrow down icon Arrow down search engine icon search search engine icon search share icon share filter icon filter email icon send mail email icon email phone icon phone fax icon fac print icon print play icon play user icon go to the user section error icon an error has occurred info icon information thumb up icon like thumb up icon like thumb down icon don't like thumb down icon don't like clock icon Clock Lamp icon Lamp List icon List Map icon Go to the map Phone icon Phone Emergency icon Emergency Pause icon Pause Play icon Play Logout icon Sign off Phone icon Phone
go back icon go back in navigation number 50 icon go to product Tempo Happy 50 Horas calendar icon go to product Tempo Happy Día companies icon go to the business segment gas icon go to gas product catalog rising sun icon go to Tempo Verde-Renewable Energy product home icon go to the household segment 24 hours icon go to One Luz product electricity icon go to Luz's product catalog electricity and gas icon go to the Luz + Gas product catalog moon icon go to product One night light monkey wrench icon go to breakdowns and repairs sun icon go to Tempo Solar product clock icon go to Tempo Happy products 2 hour clock icon go to Tempo Happy 2 Hours product 24 hours icon go to product One Luz number 50 icon go to product Tempo Happy 50 Hours Medium Voltage power line See product catalog with electricity consumption from € 36,000 to € 360,000 / year High Voltage power line See catalog of products with electricity consumption more than € 360,000 / year company icon go to the business segment calendar icon go to product Tempo Happy Day Property management firms icon go to the Property management firms DarkSite icon DarkSite icon light bulb icon See product catalog with electricity consumption less than € 6,000 / year electricity and gas icon go to the Electricity+ Gas Products catalog electricity icon go to the electrical products catalog email icon email contact fax icon fax contact Low Pressure gas icon see catalog of gas products with consumption of less than € 6,000 / year High Pressure gas icon see catalog of gas products with consumption from € 6,000 to € 240,000 / year Medium Pressure gas icon see catalog of gas products with consumption of more than € 240,000 / year gas icon go to gas product catalog Enel icon go to the enel website heater icon heater maintenance service heater maintenance icon go to maintenance service OKGas Heater home icon go to the household segment pressure cooker icon pressure cooker monkey wrench icon go to breakdowns and repairs Medium Voltage power line icon see catalog of electricity products with consumption from € 6,000 to € 36,000 / year moon icon go to product One Night Light sphere icon go to personal website phone icon telephone contact rising sun icon go to Tempo Verde-Renewable Energy product solar panel icon go to photovoltaic solar energy clock icon go to Tempo Happy products black handyman icon with thumb down selected the reaction "I don't like it" little hand icon with thumb down select the reaction "I don't like it" black hand icon with thumb up selected the "like" reaction little hand icon with thumb up select the "like" reaction
Añadir otro equipo eléctrico Lorem ipsum dolor sit amet, consectetur adipisicing elit. Eliminar equipo eléctrico Lorem ipsum dolor sit amet, consectetur adipisicing elit. Aspiradora Lorem ipsum dolor sit amet, consectetur adipisicing elit. Horno Lorem ipsum dolor sit amet, consectetur adipisicing elit. Lavadora Lorem ipsum dolor sit amet, consectetur adipisicing elit. Lavavajillas Lorem ipsum dolor sit amet, consectetur adipisicing elit. Microondas Lorem ipsum dolor sit amet, consectetur adipisicing elit. Plancha Lorem ipsum dolor sit amet, consectetur adipisicing elit. Punto de recarga vehículo eléctrico Lorem ipsum dolor sit amet, consectetur adipisicing elit. Radiador eléctrico Lorem ipsum dolor sit amet, consectetur adipisicing elit. Secadora Lorem ipsum dolor sit amet, consectetur adipisicing elit. Split Aire Acondicionado Lorem ipsum dolor sit amet, consectetur adipisicing elit. Termo Lorem ipsum dolor sit amet, consectetur adipisicing elit. Tostador Lorem ipsum dolor sit amet, consectetur adipisicing elit. Vitrocerámica Lorem ipsum dolor sit amet, consectetur adipisicing elit. Power edit Lorem ipsum dolor sit amet, consectetur adipisicing elit. Map marker Lorem ipsum dolor sit amet, consectetur adipisicing elit.