The CNMC (National Commission on Markets and Competition) is currently examining the customer service practices of electricity and gas companies in Spain. This investigation aims to ensure fair competition and protect consumer interests, highlighting the importance of effective customer service in the energy market.

Competition law advisors should be aware that the findings from this investigation could lead to increased scrutiny of these companies' practices, potentially resulting in regulatory changes or enforcement actions. Companies in the energy sector are advised to prepare for possible compliance requirements and proactively address any identified issues to avoid penalties.

The CNMC has conducted a review of customer service practices among gas and electricity providers, focusing on transparency and accessibility. They performed 835 evaluations using a mystery shopper approach to assess 15 electricity and 14 gas companies, covering nearly all domestic supply points. The review identified ongoing issues such as unclear pre-contractual information, difficulties in contract cancellation, and long wait times for customer service.

To comply with regulations, companies in the energy sector must improve their customer service practices. The CNMC is actively monitoring these issues and will enforce corrections, which could lead to sanctions for non-compliance. Advisors should ensure that their clients are aware of these findings and encourage them to enhance transparency and customer service.

The CNMC recommends several actions for businesses, including streamlining the withdrawal process, improving online customer service areas, standardizing phone service resources, and enhancing training for sales agents. Failure to address these issues could lead to regulatory scrutiny and potential penalties.

The CNMC will inform gas and electricity companies about deficiencies found in their customer service practices and will check if they take corrective actions. The latest report indicates that many issues identified in a previous supervision report have been addressed, but problems such as difficulties in canceling contracts and long wait times for customer service persist.