Endesa’s ombudsman, José Luis Oller, met in Madrid with Europe’s other leading ombudsmen to promote the creation of a European association of ombudsmen for energy consumers.

The proposed European Forum of Energy Ombudsmen would promote the introduction of internal mechanisms within companies to guarantee commercial best practise and the protection of consumers’ rights. The ombudsmen will share experience, lay down common guidelines and encourage the creation of new ombudsmen in energy companies throughout the EU.

At the moment, only the leading Spanish and French companies have ombudsmen, Endesa and EDF, plus the companies operating in the UK and Swedish markets. The experience of these companies with existing ombudsmen has been highly positive: the ombudsman can not just offer an additional channel for customers seeking to resolve their differences with the company, but can also work as a system for picking up on and improving commercial processes within the company.

Since July 1, most of the EU’s energy markets have been fully liberalised and consumers can choose their electricity and gas suppliers. “Although in Spain the gas and electricity markets have already been freed up for some time, this new milestone in the process of liberalisation, coupled with the increasing internationalisation of power companies makes it essential to work to defend consumer rights on a European scale”, said José Luis Oller.

European Charter of Rights for Europe’s consumers

Endesa’s ombudsman also met in Madrid with the leading Spanish electricity companies - Endesa, Iberdrola, Unión Fenosa, Hidrocantábrico and EnelViesgo - as well as various consumers’ associations to consider the Charter of Rights proposed by the European Commission. The charter seeks to codify consumers’ rights, simplify the process of choosing a supplier, guarantee adequate information and protect consumers from bad practise. The European Commission’s representative, Ms. Eliana Garcés, was there to explain and discuss the Charter’s content at the meeting, where the initiative was generally welcomed.