The Spanish competition authority, CNMC, has revealed that a significant 80% of complaints regarding electricity and gas resolved through the Consumer Arbitration Boards were in favor of the users. This marks a stark contrast to the initial complaint resolution rates, which stood at only 38% for electricity and 41% for gas when complaints were first directed to the companies.

In 2024, approximately 968,000 customers filed complaints against electricity providers, while 387,999 did so against gas companies. The high success rate in arbitration demonstrates the effectiveness of this extrajudicial mechanism, which is designed to provide a quick, free, and efficient resolution to consumer disputes without the need for court intervention.

Spain currently has 53 arbitration entities across various levels—state, regional, provincial, and municipal—that comply with European regulations. Despite the high percentage of contracts with companies that are part of these arbitration systems (97.8% for electricity and 99.2% for gas), the actual usage of these mechanisms remains low, with less than 2% of consumers opting for arbitration.

The CNMC emphasizes the importance of increasing awareness among consumers about these arbitration options. New regulations, such as Royal Decree 88/2026, will ensure that consumers are clearly informed about the arbitration entities associated with their service providers. The CNMC is also set to enhance its supervision of compliance with these obligations, particularly focusing on electricity distributors in 2026.