The Ombudsman, Eduardo Leblanc González, met with the directors of the electricity distribution and generation company Naturgy, to ask them to guarantee the repair and not to repeat the complaints from users about the quality of the electricity service, a situation that generated a resolution by the Ombudsman of violation of human rights.
At the meeting, the Ombudsman stressed the importance of the company improving both the quality and the service it offers. He also highlighted the need to improve customer service, especially with regard to complaints management, access to information and problem solving.
“We will be satisfied when we see the results. We had a meeting a year and a month ago and we want to see the results, we want to see the largest number of citizen service posts,” said Leblanc González, who said that 90% of the complaints received by the Ombudsman’s Office are due to the lack of response from the electricity generation distributor.
Both institutions reached an agreement in which Naturgy committed to opening new branches dedicated to customer service. In addition, they will follow the recommendations given by the Ombudsman’s Office, which include working on consumer education and training the electricity distributor’s employees to guide users on how to save energy, read their meters and other important aspects.
The Director of Human Rights Protection, Julio De Gracia, and Jesua Barría, from the Legal Department, were present from the Ombudsman’s team.
On behalf of the electricity distribution company Naturgy: Eng. Sebastián Pérez, Director of Operations; Eng. Ileana Villalaz de Peregrina, Customer Service; Eng. Alfredo Barrera, Director of Operations and Cinthya Camargo Saavedra, Secretary of the Board of Directors and Director of Legal Services.
