Our commitment to you

We invite you to discover our commitments to you and the environment, which make us proud of who we are and remind us how to do things to continue improving.

We continue to be more demanding, more responsible, and closer every day.

01.

Maximum Quality

We are committed to you. That’s why, in the last 10 years, we have improved the quality of supply by 60%, reducing the average time a customer lacks energy supply.  Because we are with you no matter what happens.  

02.

Anticipation

We are committed to keeping you informed. Therefore, if you are going to be affected by any grid maintenance work, we notify you at least 24 hours in advance through posters in your home or business. And, if you are registered in our free notification system by email or SMS, we notify you at least 48 hours in advance. You can manage this notification service here. 

03.

Self-Demanding

If we foresee that improvement works may affect you for too long, we look for solutions! We will try to install a generator so that you are without supply for the shortest possible time. Because we are self demanding.

04.

Agility

In addition, we act quickly and agile. We carry out registrations and modifications on the meter in less than 3 business days on average. Because your needs are our priority. 

05.

Environment and Avifauna

But our goals go further. At i-DE, we are committed to the protection of our natural environments. That’s why we plan, build, and maintain our grids, respecting and protecting nature.

For example, when we carry out maintenance of aerial lines, they become natural firebreaks. In summer, when temperatures and risk forecasts are high, we cancel all work in forest areas that involve the use of machinery.

06.

Zero accidents

And always working with the goal of Zero Accidents. The safety of the 3,200 professionals at i-DE and their contractors is also our priority.

07.

Availability

Moreover, as we do not know when you will need us, we commit to being available 24 hours a day, 365 days a year to help you with whatever you need. You can contact us through the following customer service channels:

 Phone: 900 171 171

 Email: contacto@i-de.es

08.

Transparency

We want to be transparent with you. It is our commitment to provide you with all the information about your consumption habits through increasingly clear and simple communication. Because we care about your savings and your energy efficiency!

09.

Improvement

In our commitment to improve every day, we analyze more than 50,000 customer surveys each year to adapt to their needs. Because we want to constantly improve to give you the best possible service.
 

We put the customer at the center of our operation; we bring electricity to homes, companies, and businesses—wherever it is needed—we are always there even if you don’t see us, and we work to transform the current energy model into a sustainable electric model.

We strive every day to make interactions with us simple, close, and well-executed, allowing our customers to relate to us with minimal effort. And we always do this focused on people, as it is people who make the difference. 

As a result of this effort, we have received the Award for Best Customer Experience Strategy. This award is a very important milestone because we are the first energy distributor in Spain to win an award for customer orientation, and it comes from DEC, the leading institution in Spain and Latin America for Customer Experience.

10.

Commitment

Y And if we make a mistake, we want to hear from you! We will respond to your complaint within less than 3 weeks and assign you a unique identification code for tracking. We are committed to you! 

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