- Iberdrola has reached a milestone in its customer services by obtaining international certification for its Complaint and Claims Management System from the AENOR certification authority under the new version of the ISO 10002:2018 Standard.
Through Iberdrola Clientes and Iberdrola Comercialización de Último Recurso, Iberdrola has become an international reference point by being the first company in the world to certify with Aenor its customer complaints management system under the new version of the ISO 10002:2018 Standard.
AENOR checked that Iberdrola's two suppliers in Spain (Iberdrola Clientes and Iberdrola Comercialización de Último Recurso) had processes that meet the guidelines in the new version of the ISO 10002:2018 standard. After a number of days of auditing, the processes were certified as demonstrating that they operate with solidity, consistency and efficiency.
The initiative, which will soon be expanded to cover all Iberdrola countries and businesses around the world, forms part of the 2018-2022 Outlook, which places the customer at the centre of all its actions.
The ISO 10002:2018 Standard provides guidance for designing and implementing an efficient and effective complaints management process, which can lead to the improvement of products and services, customer satisfaction and loyalty and an enhanced reputation. In a global market, the value of certifying management processes in accordance with international standards is becoming increasingly critical, as it gives consumers and supervisory bodies confidence.
Organisations can use the complaints management process, and external dispute resolution processes and codes of conduct regarding customer satisfaction. This is what Iberdrola has done, to become the first Spanish energy company to belong to the Spanish Consumer Arbitration System.
About Iberdrola
Iberdrola is a global energy leader, the number one producer of wind power and one of the world's largest electricity companies by market capitalisation. The group is present in numerous countries and supplies power to around 100 million people, mainly in Spain, the UK (ScottishPower), the US (Avangrid), Brazil (Neoenergia) and Mexico. With a workforce of 34,000 and assets in excess of 110 billion euros, it posted revenues of 31.26 billion euros and a net profit of 2.80 billion euros in 2017.
Iberdrola is leading the energy transition towards a sustainable model through its investments in energy from renewable sources, smart grids, large-scale energy storage and digital transformation in order to offer its customers the most advanced products and services. Thanks to its commitment to clean energy, Iberdrola is one of the companies with the lowest emissions and an international benchmark for its contribution to the fight against climate change and for the sustainability of the planet. Iberdrola forms part of numerous international sustainability indices, among them the Dow Jones Sustainability Index and FTSE 4Good, and is considered one of the most sustainable electricity companies in the world.
