1h results 2005 strong growth in all businesses march 2010 the endesa experience of the ombudsman
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1H Results 2005 Strong growth in all businesses
March 2010
The Endesa Experience of the Ombudsman
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Data on complaints handled by Endesa
Customer Ombudsman: principles of action, objectives and procedures
Claims resolved by the Ombudsman in 2009
Other activities carried out
Recommendations made by the Ombudsman
Perception of the customers who have requested the Ombudsman's intervention
Index
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Data on complaints received by Endesa
Nº Customers
Nº complaints
Recurring complaints
2008 2009 Variation
2,64%
14.001
11.620.272
307.708
+148%
-3%
+0,28%
+148%
6,57%
13.581
11.653.525
765.756
Unresolved complaints 6.059(1,96%)
+355%27.583(3,60%)
Complaints vs contracts
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Service channels that ENDESA makes available to its customers
Call Centre Attends all issues relatedto customer service: contracting servicesmeter readings, changes, etc.
Service Points
SalesOffices
Endesa Online
Three call centre platforms Capacity to attend to more than 10M calls p.a. Operators: 1,500
Network of customer service offices staffed by personnel from outside ENDESA, located throughout the country in order to get closer to the customers
432 on home territory Almost 3M contacts with
customers
Network of customer service offices staffed by own personnel
43 offices on home distribution territory
Approximately 1M contacts with customers
Virtual office accessible via the corporate website in which customers can carry out personalised procedures
More than 100,000 registered customers
1 million transactions p.a.
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Complaints received
Complaints received: 765.756
Electricity – Last
Resource Tariff
Electricity- Distribution
Gas Electricity-Free Market
141.608
96.135123.787
401.266
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How ENDESA handles complaints
Defines criteria and procedures. Control and follow-up of overall complaint handling
process. Coordination with Regional Complaints Units.
Specialist complaints management team. Located in each Company region (5). Handle complaints directly or with those involved in the
processes. Follow-up and control of the entire process in the region.
Central Complaints UnitCCU
Regional Complaints Units
RCUs
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Why have a Customer Ombudsman?
Endesa is the only company in the Spanish energy sector with a Customer Ombudsman.
Endesa’s Customer Ombudsman became active in November 2002.
The Ombudsman works independently of the Company's management team.
He offers an additional means of dialogue in connection with the services offered in the Spanish market.
The Customer Ombudsman's decisions are binding for Endesa.
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Customer Ombudsman: principles of action
The Customer Ombudsman is governed by the principles of independence, conciliation, justice and fairness.
The following are excluded from the Ombudsman's remit: Business outside Spain. Corporate relations with shareholders. Corporate relations with employees. Cases to be decided by judicial authorities, public
administrations or other legal or regulatory bodies.
The Ombudsman handles direct complaints from affected customers and indirect complaints from third-party representatives (consumer associations, etc.).
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The Customer Ombudsman:two main goals
Restore trust between the customer and the Company, thus avoiding cases going to court and aggravating differences between the two parties.
Promote changes aimed at improving Company procedures with regards to quality of service.
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Action procedure
2 months
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Actions carried out by the Customer Ombudsman in 2009
Complaints received: 1765+92%
789Out of
scopeYes
Scope
975
RESULTS SUMMARY
Type of complainant
Domestic customers
93%
Services 3%Trade 3%
Others 1%
Intermediaries
No Intermediary
86%
ConsumerAssoc. 13%
Others 1%
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1212
Type of complaint
Quality of supply
Billing
Measurement
New supply
25%
1%
17%
56%
Others 2%
Requested amounts
Type of complaint
0 €
< €300€300 – 600> 3.000€> €6,000
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Two ways: Mediation and resolution
0
100
200
300
400
500
600
700
800
900
1000
2004 2005 2006 2007 2008 2009
TotalMediationResolutionOthers
80% of the complaints are resolved by means of mediation.
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1414
Resolutions issued by the Ombudsman
3218
33
19
23
77
No solicitaCompensaciónEconómica
SolicitaCompensaciónEconómica
In favour of the customer
Partially in favour
Unfavourable
Financial compensation not requested
Financial compensation requested
Total Resolutions: 202
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Other activities
Industry:Unesa & Energy Companies
Institutional Relations CNE, Instituto Nacional de Consumo, Consumer Associations, Direcciones Generales de Energía, etc.
Training: 20 Workshops a 500 employees on mediation and communication skills.
European Energy Ombudsmen Group
European Commission: Citizens Energy Forum
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Recommendations Issued by the Ombudsman
to improve transparency of customer services: in the free market, in the treatment of repeated complaints and to improve service channels.
related to Rights and Obligations in accordance with current legislation (published on the website of Endesa), regarding the responsibilities of clients in relation to their own facilities, and their rights in the demand of new supplies.
related to meter reading, billing and collection processes: turnover of individual cases (cumulative or erroneous billings), cutting and handling of complaints, including registration, control and monitoring.
related to quality of supply complaints to improve operating procedures in their management (technical visits and survey) and incidents caused by third parties
11
4
8
5
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Customers' perceptions
LEVEL OF SATISFACTION WITH THE CUSTOMER OMBUDSMAN'S SERVICES (score from 0 to10)
Unsatisfied (from 0 to 4)
3%
Satisfied (score from 5
to 7)14%
Very satisfied (score from 8
to 10)83%
Source: STIGA. ENDESA Customer Ombudsman Satisfaction Report
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Customers' perceptions
Service received is what they value most.
Administration and response time is what they value least.
75% believe that the Ombudsman improves the Company's image.
Customers whose complaints have been handled via a mediation process are the most satisfied.