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Consumer Arbitration
Adhesion to the National Consumer Arbitration System
Elèctrica Sollerense SAU is registered with the National Consumer Arbitration Board (Junta Arbitral Nacional de Consumo), the official out-of-court dispute resolution mechanism between businesses and consumers. The service is free of charge, voluntary and binding.
If you have any complaint related to our services and have not obtained a satisfactory resolution through our customer service channels within 30 days, you may contact the National Consumer Arbitration Board to submit your complaint through this channel.
Through the Consumer Arbitration System, the parties voluntarily entrust an arbitration body — acting with impartiality, independence and confidentiality — to resolve the dispute between them.
This decision is binding on both parties and has the same legal effect as a Court Ruling.
Types of complaints
What complaints can be resolved through the Consumer Arbitration System?
The following disputes may be submitted to arbitration when raised by consumers holding an energy supply contract with Electrica Sollerense S.A.U:
- A complaint has already been submitted to Electrica Sollerense S.A.U's customer service and the response has not met the customer's expectations, or the response deadline of 30 days has been exceeded.
- The dispute relates exclusively to matters within the responsibility of the supply company: customer service, contracting, billing and payment.
- Matters within the responsibility of distribution companies are expressly excluded: network extension, grid access concessions, metering, meter reading, inspection, supply quality including continuity or interruption of supply, and any damage caused by incidents on the electricity grid.
What complaints are excluded from arbitration?
- Claims arising from fraud on the network (including metering equipment), such as manual, electronic or any other interventions carried out with the purpose of disrupting the correct supply.
- Matters for which a final and definitive court ruling already exists.
- Matters in which, under current legislation, the Public Prosecutor must intervene.
How to submit a complaint to the Consumer Arbitration System
If your complaint meets the requirements to access the Arbitration System, you may submit a request to the Consumer Arbitration Board of your Autonomous Community, to the National Consumer Arbitration Board, or through any officially recognised Consumer Association. Once the request is received, it will be verified that it meets the legal requirements and that the complaint can be resolved through the Consumer Arbitration System.