1H Results 2005 Strong growth in all businesses

1. 1H Results 2005 Strong growth in all businesses The Endesa Experience of the Ombudsman March 2010

2. Index • Data on complaints handled by Endesa • Customer Ombudsman: principles of action, objectives and procedures • Claims resolved by the Ombudsman in 2009 • Other activities carried out • Recommendations made by the Ombudsman • Perception of the customers who have requested the Ombudsman's intervention

3. Data on complaints received by Endesa 2008 2009 Variation 11.620.272 11.653.525 +0,28% Nº Customers 307.708 765.756 +148% Nº complaints 2,64% 6,57% +148% Complaints vs contracts 14.001 13.581 -3% Recurring complaints +355% Unresolved complaints 6.059 (1,96%) 27.583 (3,60%)

4. Service channels that ENDESA makes available to its customers Attends all issues related to customer service: contracting services meter readings, changes, etc. • Three call centre platforms • Capacity to attend to more than 10M calls p.a. • Operators: 1,500 Call Centre Network of customer service offices staffed by personnel from outside ENDESA, located throughout the country in order to get closer to the customers • 432 on home territory • Almost 3M contacts with customers Service Points • 43 offices on home distribution territory • Approximately 1M contacts with customers Network of customer service offices staffed by own personnel Sales Offices Virtual office accessible via the corporate website in which customers can carry out personalised procedures • More than 100,000 registered customers • 1 million transactions p.a. Endesa Online

5. Complaints received Complaints received: 765.756 Gas Electricity- Free Market 96.135 123.787 Electricity – Last Resource Tariff 141.608 401.266 Electricity- Distribution

6. How ENDESA handles complaints • Defines criteria and procedures. • Control and follow-up of overall complaint handling process. • Coordination with Regional Complaints Units. Central Complaints Unit CCU Regional Complaints Units RCUs • Specialist complaints management team. • Located in each Company region (5). • Handle complaints directly or with those involved in the processes. • Follow-up and control of the entire process in the region.

7. Why have a Customer Ombudsman? • Endesa is the only company in the Spanish energy sector with a Customer Ombudsman. • Endesa’s Customer Ombudsman became active in November 2002. • The Ombudsman works independently of the Company's management team. • He offers an additional means of dialogue in connection with the services offered in the Spanish market. • The Customer Ombudsman's decisions are binding for Endesa.

8. Customer Ombudsman: principles of action • The Customer Ombudsman is governed by the principles of independence, conciliation, justice and fairness. • The following are excluded from the Ombudsman's remit: • Business outside Spain. • Corporate relations with shareholders. • Corporate relations with employees. • Cases to be decided by judicial authorities, public administrations or other legal or regulatory bodies. • The Ombudsman handles direct complaints from affected customers and indirect complaints from third-party representatives (consumer associations, etc.).

9. The Customer Ombudsman:two main goals • Restore trust between the customer and the Company, thus avoiding cases going to court and aggravating differences between the two parties. • Promote changes aimed at improving Company procedures with regards to quality of service.

10. Action procedure 2 months

11. RESULTS SUMMARY Actions carried out by the Customer Ombudsman in 2009 Complaints received: 1765 Type of complainant +92% Trade 3% Services 3% Others 1% 789 Out of scope 975 Yes Scope Domestic customers 93% Intermediaries Consumer Assoc. 13% Others 1% No Intermediary 86%

12. Type of complaint 2% Others 17% Measurement 1% New supply 0 € 56% Billing < €300 €300 – 600 > 3.000€ 25% Quality of supply > €6,000 Type of complaint Requested amounts

13. Two ways: Mediation and resolution 80% of the complaints are resolved by means of mediation.

14. Resolutions issued by the Ombudsman Total Resolutions: 202 Financial compensation not requested Financial compensation requested In favour of the customer Partially in favour Unfavourable

15. European Energy Ombudsmen Group Other activities European Commission: Citizens Energy Forum Industry: Unesa & Energy Companies Training: 20 Workshops a 500 employees on mediation and communication skills. Institutional Relations CNE, Instituto Nacional de Consumo, Consumer Associations, Direcciones Generales de Energía, etc.

16. to improve transparency of customer services: in the free market, in the treatment of repeated complaints and to improve service channels. related to Rights and Obligations in accordance with current legislation (published on the website of Endesa), regarding the responsibilities of clients in relation to their own facilities, and their rights in the demand of new supplies. related to meter reading, billing and collection processes: turnover of individual cases (cumulative or erroneous billings), cutting and handling of complaints, including registration, control and monitoring. related to quality of supply complaints to improve operating procedures in their management (technical visits and survey) and incidents caused by third parties Recommendations Issued by the Ombudsman 11 4 8 5

17. Customers' perceptions

18. Customers' perceptions Service received is what they value most. Administration and response time is what they value least. 75% believe that the Ombudsman improves the Company's image. Customers whose complaints have been handled via a mediation process are the most satisfied.