In the first instance, to submit a complaint you should contact CreaEnergia's customer service. Specifically, you can direct your complaint to the email inbox [email protected], (also valid for queries or information requests). For billing and/or reading issues you can contact directly the inbox [email protected], (for electricity or gas supplies).
By post: Calle Orense nº 68, Madrid – 28020.
Customer Service free phone: 900 82 88 44
If, after CreaEnergia's resolution of the complaint, you are not satisfied with it or with the proposed solution, depending on the subject matter and content of the complaint, you are informed of the complaint or conflict resolution channels available to you:
- For complaints or disputes arising in relation to the supply contract at tariff, or access to the networks, or billing arising therefrom, you may direct your administrative complaints to the competent body on energy matters in the corresponding Autonomous Community (article 58 of Royal Decree 88/2026, of 11 February, approving the General Regulation on the supply, marketing and aggregation of electricity; and article 61 of Royal Decree 1434/2002, of 27 December, regulating the activities of transport, distribution, marketing, supply and authorisation procedures for natural gas facilities.)
- Alternative Consumer Dispute Resolution: for complaints in consumer matters (in relation to supplies in a non-professional or business activity context) that are not subject to administrative complaint as indicated in the previous paragraph, you are informed that CreaEnergia offers the possibility of resolving your complaint through an alternative consumer dispute resolution entity that meets the requirements of Directive 2013/11/EU of the European Parliament and of the Council of 21 May 2013 and the national transposition provisions. Specifically, CreaEnergia is adhered to the Consumer Arbitration System of the National Consumer Board: https://www.consumo.gob.es/es/consumo/sistemaArbitral/organos. For any questions or clarification, you can contact [email protected].
- And this without prejudice to being able to exercise the relevant actions before the competent courts.
