Talk later? Blog IT IS Home Light Gas Electricity and gas Services Solar Help Become a customer Clients Area Home Adherence to the Arbitration System Consumer Arbitration System Naturgy is attached to the Consumer Arbitration System , a voluntary and free public service to resolve conflicts between consumers and companies without having to go to ordinary courts. Naturgy's adhesion to the arbitration system is through the National Arbitration Board and the Arbitration Boards of the Autonomous Communities. To go to arbitration, the consumer must have previously submitted a claim to the Naturgy Customer Service channels and disagree with its resolution, or have not received a response within 30 days. Claims that can be submitted to the Consumer Arbitration Systemare those relating to the contracting, billing, collection and / or attention received from the marketing company. Claims on matters of the distribution company, such as meter reading, network extension, access concession, inspection, supply quality (including its continuity or interruption) and possible damages caused by incidents cannot be subject to the Consumer Arbitration System. in the electrical network; nor those issues that derive from fraud on the network (including measuring equipment), such as manual, electronic or any other type of interventions that are carried out in order to disturb the correct supply, nor those for an amount greater than 2000 euros, neither for energy poverty, nor for damages. The arbitration process includes a preliminary mediation phase to try to reach an agreement that resolves the claim without the intervention of the arbitrators. If a prior agreement is closed, it is included in a conciliatory award. If an agreement is not reached in the mediation, the arbitration procedure would begin, in which the parties must present all the documentation, responses, allegations and evidence available. The arbitration is resolved with an arbitration award, binding, which has the same validity as a court ruling. If the claim meets the requirements to be able to go to the Arbitration System, a request for arbitration can be submitted to the Consumer Arbitration Board of the Autonomous Community, the National Consumer Arbitration Board or through a Consumer Association. List of arbitration boards In accordance with the provisions of European Law, the existence of the online litigation review platform of the European Commission is reported, accessible at the following link: http://ec.europa.eu/consumers/ odr / . Electricity and gas Commitment Rate Zen Flat Rate Usage Rate Night Rate Digital Rate Services Annual maintenance Urgent repair and installation Air conditioning and Boilers Profits Advantages Clients Naturgy Card Payment facilities Meet Clients Area Help Frequently asked questions How to hire Gas registration Video interpretation service Mobile app Customers App Services Claims policy Consumer Arbitration System Cybersecurity advice We solve your doubts Certifications of interest Virtual assistant Savings and efficiency Energy saving tips Efficient air conditioning Efficient lighting Safety in your facilities Good Energy Blog Accessibility Legal note Cookies policy Contact Customers: 900 100 251 | Hiring: 900 799 799 Cookies policy at Naturgy We use our own and third-party cookies to personalize the advertising you see and the content we offer you based on your browsing habits (such as pages visited) and to analyze how you use naturgy.es and guarantee its correct operation. You can click on "configure cookies" to manually select the cookies you want to accept or reject, or click on accept them all by pressing the "accept" button. Check our Cookies Policy for more information. To accept Set cookies