Customer Ombudsman

Who is the Ombudsman

Who is?

Endesa's Customer Ombudsman is José Oller Ariño, who was appointed by the Company's Board of Directors on 28 June 2005.

Born in Barcelona, José Luís Oller holds a PhD in Economic Sciences. He has worked in both academic and business spheres, and sits on the Boards of Directors of various public and private financial institutions. He sat on Endesa's Board of Directors between 1997 and 2005.

What does the Ombudsman do?

Endesa is the only Spanish company in the energy sector to have a Customer Ombudsman. The Endesa Customer Ombudsman:

  • Defends and protects the rights of customers derived by virtue of their relationship with the Company through its activities in energy distribution and supply and other services.

  • It is independent from Endesa's management and handles customer complaints following a mandate of impartiality and fairness.

  • It publishes an annual report on activities for Endesa's Board of Directors and the main organisations and bodies concerned with defending consumer rights.

What does the Ombudsman do?

  • It provides a free, last-instance service to customers who have filed a complaint with Endesa's Customer Service and are dissatisfied with the response received or have not received any response within a period of two months.

  • Its aim is to resolve complaints through mediation, a process which fosters dialogue between the Company and its customers and seeks agreements which eliminate existing differences and contribute to the building of relationships based on mutual trust.

  • It regularly communicates with external organisations such as: the government, regulatory organisations, consumer associations and others to foster a spirit of mutual trust and dialogue vis-à-vis the Company.

  • It recommends procedures and processes that improve the Company's customer service. The Ombudsman understands that its functions should serve to help Endesa find new means of ascertaining customer needs and solutions that will improve customer service

The Customer Ombudsman Office Team

Director de la Oficina Enric Brazis Caubet
Office Manager
Responsable de Proyectos de Mejora y Relaciones Externas Felip Merino Gallegos
Improvement Projects and External Relations Manager
Experta en conciliacion y resolucion de diferencias Maria Jesus Fernandez Costa
Conciliation and Dispute Resolution Expert
Ada Moya Gomila
Conciliation and Dispute Resolution Expert
Administracion y Secretaria Rosa Maria Cambronero Alemany
Administration and Secretarial Department
Administracion y Secretaria Lola Bernal Bellido
Administration and Secretarial Department
Secretaria del Defensor del Cliente Maria Ramos Rivera
Customer Ombudsman Secretary
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