IBERDROLA : and UDP enter into agreement to protect elderly customers in vulnerable circumstances

The Democratic Union of Pensioners and Retirees (UDP) has 1.5 million members, 1.25 million of whom live in Spain

• Agreement reached to put necessary coordination mechanisms in place to avoid having to suspend the electricity and/or gas supply to vulnerable members due to non-payment of bills
• The company will also be offering customised care to UDP members regarding contract management, as well as services such as energy audits, renewable energy installations, efficient lighting or green mobility services

IBERDROLA and the Democratic Union of Pensioners and Retirees (UDP) entered into a collaboration agreement today to protect the company's customers that are members of this association and in vulnerable circumstances.

The goal is to put the necessary coordination mechanisms in place in order to avoid the electricity and/or gas supply being suspended due to non-payment of bills, or ensuring that it is immediately restored if it has already been cut off.

The agreement, which reinforces IBERDROLA's commitment to its elderly customers, was ratified this morning by the Chairman of UDP, Luis Carlos Martín, and IBERDROLA's Director of Retail in Spain and Portugal, Iñigo Alonso.

The protection referred to in the agreement applies to all of the customers that are members of UDP and who have contracts with IBERDROLA for the electricity and/or gas supply in their main residence. Following a technical assessment and a request from the association, they may be eligible from a financial grant intended to cover basic subsistence needs in social emergency situations. The company undertakes not to suspend the supply to these customers in vulnerable circumstances until the paperwork for this financial grant has been processed. The amount will have to be used to meet the debt owed for the supply.

It has also been agreed that the 1.25 million UDP members in Spain (1.5 million in total) will be eligible for special conditions as regards advice on the energy products and services offered by the company.

IBERDROLA offers the members of the Democratic Union of Pensioners and Retirees (UDP) access to all of the customer support channels in its retail structure to cater for their requests. The aim is to ensure maximum efficiency in this service provision.

Customised support for UDP members

Under the terms of the agreement, the company will be providing UDP the My Customer Area services free of charge, enabling members to carry out various transactions involving electricity and gas contracts (set-ups, cancellations, changes in capacity, etc.) over the Internet. They may also use the 900 100 305 hotline free of charge or send an e-mail to mayoresudp@iberdrola.es , which are provided to offer direct support to this specific group.

As well as its usual products and services, i.e. Fixed Rate, E-billing, Home Support and the Electrical Energy Service, IBERDROLA is also offering other products specifically for UDP members, such as energy and environmental audits, renewable installations (photovoltaic solar), efficient lighting and green mobility services.

Another of the agreements signed today by the two organisations is the company's sponsorship of the 19th UDP Confederate and International Congress and the institutional event to commemorate UDP's 40th anniversary, which will be held on 16-18 November next.

As part of this agreement, which will remain in place until the end of the year and be tacitly renewed on an annual basis, the two institutions have agreed to set up a committee to monitor the agreement, for which they will appoint two people each.