1H Results 2005 Strong growth in all businesses

March 2010

The Endesa Experience of the Ombudsman

22

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

33

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

44

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.

55

Complaints received

Complaints received: 765.756

Electricity – Last

Resource Tariff

Electricity- Distribution

Gas Electricity-Free Market

141.608

96.135123.787

401.266

66

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

77

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.

88

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.).

99

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.

1010

Action procedure

2 months

1111

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%

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

1313

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.

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

1515

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

1616

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

1717

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

1818

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.