9.1Reliable and safe energy access in the municipalities of the Community of Madrid

Madrileña Red de Gas is pleased to share its annual progress in extending natural gas distribution throughout the Community of Madrid. This effort provides a vital energy source that enhances the quality of life for citizens and offers the most efficient alternative for many businesses and shops.

The company is making a clear investment, focusing on both the expansion of the natural gas network and improvements to the existing network to enhance its safety and reliability.

Growth in new municipalities

The year 2024 has been highly productive for Madrileña Red de Gas in terms of expanding into new municipalities. After a lengthy processing period, the company secured authorizations to bring natural gas to the towns of Casarrubuelos and Miraflores de la Sierra.

The supply to Casarrubuelos was established by connecting to Madrileña Red de Gas’s distribution network from the municipality of Cubas de la Sagra. Following the completion of this approximately 2,500-meter connection, the distribution network is now being developed to supply all interested home

In just a few months, 600 customers have already been converted to natural gas, and the transformation of the remaining customers, approximately another 600 who were supplied from LPG plants, is planned throughout 2025

A few weeks later, the supply of natural gas began in Miraflores de la Sierra (Image 106). In this instance, a modern Liquefied Natural Gas (LNG) plant was installed at the location of the former LPG (liquefied petroleum gas) plant. Prior to this, significant construction work was carried out to connect the existing networks in the municipality to coordinate the conversion of its LPG customers. This new plant features all currently available 24-hour monitoring and remote control technology.

In just a few months, 600 customers have already been converted to natural gas, and the transformation of the remaining customers, approximately another 600 who were supplied from LPG plants, is planned throughout 2025.

Thanks to regulatory changes in 2024, significant progress has been made in the permit processes for the municipalities of Los Molinos, Moralzarzal, and Soto del Real, reaffirming Madrileña Red de Gas’s commitment to growth.

Regulatory changes in the Community of Madrid to promote public access to energy

Obtaining authorizations to bring gas supply to a new municipality is a long and complex process. To lay a gas pipeline between two municipalities, in addition to operational authorizations from the administration – in this case, the General Directorate for Energy Transition and Circular Economy – successive permits must be gathered from other agencies affected by the pipeline’s route. These can include municipal licenses, environmental permits, permits from drovers’ roads authorities, the Tagus Hydrographic Confederation, road authorities (both from the Community of Madrid and the Ministry), historical heritage authorities, etc.

Adding to this complexity, given that it affected more than one municipality, was the need for authorization of a Special Infrastructure Plan. This is a lengthy process due to the number of participating bodies. These plans were not designed for relatively simple works like those of Madrileña Red de Gas, but rather for large infrastructures of all types. However, in the absence of specific procedures, these projects were categorized under these plans.

Madrileña Red de Gas worked alongside the Community of Madrid, holding working meetings with the Ministry of Environment, Agriculture, and Interior, as well as with various General Directorates such as Urban Planning and Energy Transition. The objective was to present a coherent and applicable proposal to the administration. This materialized in late 2023 and early 2024 as a proposed amendment to the Community of Madrid’s Land Law, which was well received and slated for approval during the year.

The proposal emphasized the need for an open competitive environment that does not hinder investment opportunities that companies like Madrileña Red de Gas are considering but cannot be delayed for long periods. Natural gas networks provide a public service and should be considered strategic assets. They offer access to a less polluting and competitive energy source for small municipalities in the Community of Madrid that remain without gasification, which could lead to discrimination for a segment of the population. Furthermore, it opens the door to renewable gases.

The Community of Madrid was also working on a plan to streamline and adapt certain urban planning procedures. All of this culminated in the publication of Law 7/2024, of December 26, on measures for balanced development in environmental and territorial matters. From now on, “in the case of energy transport and distribution infrastructures necessary for the provision of services of general interest, the authorization or permit granted by the competent administration, according to the subject matter, for the commissioning of the new facilities, will legitimize the execution of the acts.” Therefore, this is excellent and long-awaited news that will facilitate and expedite the procedures.

Commitment to the gradual elimination of LPG satellite plants

Through the chart, you can observe the constant effort in the transformative process towards natural gas, stemming from the gradual elimination and dismantling of LPG satellite plants, all with the aim of providing municipalities with cleaner energy.

In 2024, over 2.3 million euros were allocated to carry out network reuse and expansion, facility adaptations and modifications, appliance transformations, and the dismantling of storage centers.

For 2025, the company anticipates completing the natural gas conversion of over 1,000 homes. This will finalize the transformations in the municipalities of Villanueva de la Cañada, Miraflores de la Sierra, Griñón, and Los Molinos, covering all facilities currently viable for connection to the natural gas network. Additionally, work will begin in the municipality of Soto del Real.

In 2024, Madrileña Red de Gas, in coordination with the local councils of various municipalities in the Community of Madrid, undertook the dismantling of 49 LPG plants, involving the emptying, flaring, inerting, and removal of 80 tanks. This required coordinating over 60 road transfers with Repsol to transfer the emptied gas to Repsol’s mother facilities, thereby preventing atmospheric emissions. Additionally, waste generated from these dismantlings was transported to treatment plants authorized by the Community of Madrid, upholding the company’s commitment to the environment. All these operations were carried out without disrupting the daily routines of customers and residents in the municipalities where the LPG plants were located, strictly adhering to safety protocols.

In 2024, Madrileña Red de Gas, in coordination with the local councils of various municipalities in the Community of Madrid, undertook the dismantling of 49 LPG plants, involving the emptying, flaring, inerting, and removal of 80 tanks

Economic impact on areas of influence

During 2024, the proposed objectives for large consumption customers were met, ending the year with 389 supply points and a consumption of 157 GWh. These results confirm the confidence of various sectors in the advantages of natural gas.

This market is especially relevant to the company’s contribution to the region’s economic development. These customers require both the characteristics that natural gas offers to improve the efficiency of their processes and a completely reliable supply. At the same time, for Madrileña Red de Gas, it means having consumption independent of weather conditions.

One of the uses of natural gas that has shown a notable increase is in workshops with paint booths, as it offers many advantages compared to other fuels. In these workshops, natural gas contributes to energy efficiency and increased profitability.

Specifically, incorporating natural gas for their paint booths is also reducing preparation, working, and drying times by up to 35%. Thanks to its higher performance and air vein installations, savings of up to 40% are achieved. Natural gas installation also provides more space in the workshop, as it does not require a tank or storage area like other fuels, ensuring greater safety.

During 2024, 14 workshops chose natural gas as their primary energy source. Given that this market is strategic for Madrileña Red de Gas’s objectives in 2025, the company is committed to boosting its growth. To this end, commercial campaigns have been launched, and close collaboration with AMDA (Madrid Automotive Distribution Association) has been established to promote the benefits of natural gas and support other workshops in their transition to this energy source.

On the other hand, in recent years, self-service laundries have experienced a significant boom in Spain. This growth is due to the benefits achieved for both customers and entrepreneurs. During 2024, 42 new laundries opened in Madrileña Red de Gas’s distribution area, all supplied with natural gas. This highlights the company’s speed and efficiency in providing natural gas supply, a key factor for major franchises in the sector to trust us for the opening of their new establishments.

In relation to the commercial activity of the large consumption market this year, efforts have been made in mailing campaigns targeting various markets. In this context, several Secondary Education Institutes, most of which use diesel, have been offered a technical-economic study to evaluate the viability of switching to natural gas. This study included advice and collaboration from a specialized company. This has allowed these institutions to schedule facility adaptations according to their budgets in the coming years, given the budgetary limitations of Public Administrations. Furthermore, this same action has been carried out for companies in specific industrial estates, as well as various hotels and gyms, always with the aim of improving their energy efficiency.

It’s worth noting that, following the modernization of two Shopping Centers, they will have natural gas supply. The comprehensive renovation of the Sexta Avenida shopping center in the Moncloa area continues to rely on Madrileña Red de Gas’s energy, natural gas, with new connections being made for the future supply of its restaurant premises. Also, the Parque Corredor shopping center in Torrejón de Ardoz has been refurbished to improve its facilities and has incorporated natural gas supply, expanding the installation to provide supply to new commercial premises

Improved quality of life, energy efficiency, emission reduction and savings in neighborhood communities

Madrileña Red de Gas is developing efficient projects for neighborhood community boilers, utilizing condensing gas boilers that are ready to operate with biomethane and hydrogen. These projects offer a significantly lower budget compared to other technologies, making them more affordable for residents, along with substantial improvements in performance and savings.

It’s worth highlighting a project that clearly demonstrated this efficiency: it successfully maintained the supply for a centralized boiler serving 1,000 homes that was considering switching to other technologies. In a similar vein, an agreement was signed for the replacement of current diesel boilers with natural gas boilers in the boiler room supplying heating and domestic hot water (DHW) to a total of 520 homes in Alcorcón, resulting in significant economic savings of around €92,000 per year. Madrileña Red de Gas has always aimed to communicate the advantages of using natural gas in neighborhood communities, such as its continuous supply due to direct connection to distribution networks, and its nature as a convenient, clean, and continuous energy source.

9.2Reliability and continuity of supply

Preventive and improvement maintenance

To adequately meet user needs, it’s essential to ensure the safety and reliability of the supply. To this end, the company has an annual maintenance plan that adheres to current general and internal regulations, along with a demanding network renovation plan.

As every year, 100% of the preventive and improvement maintenance planned for 2024 was completed on the 6,054 km of gas network, auxiliary facilities, and satellite plants, totaling over 11,000 programmed actions.

As every year, 100% of the preventive and improvement maintenance planned for 2024 was completed on the 6,054 km of gas network, auxiliary facilities, and satellite plants, totaling over 11,000 programmed actions

In this regard, network improvements included necessary renovations, meshing, and corrective actions to maintain network safety conditions and guarantee supply in natural gas and LPG networks. Materials such as steel, cast iron, and/or copper were replaced with polyethylene piping. Approximately 8,000 meters of network were inerted, annulled, and in some cases, renovated during 2024. The goal is to upgrade all gas networks with materials like polyethylene, removing copper, steel, and cast iron networks that could cause incidents. Additionally, we have worked on new network meshing and ERM (Regulation and Metering Station) installations to guarantee supply in all areas.

For the natural gas network, routine maintenance tasks include all actions defined in regulations, such as network tracing for leak detection, surveillance to prevent potential third-party damage, and the measurement and review of equipment ensuring proper cathodic protection in steel networks. Regarding Regulation and Metering Stations (ERM) and sectioning valves, a series of checks are performed, starting with the absence of leaks, correct operation, and their paint/cleanliness status. During 2024, 100% of all installed Regulation and Metering Stations received preventive maintenance, totaling 176 actions, along with the review of 7,500 valves, 6,903 measurements to ensure cathodic protection of steel networks, and approximately 1,000 painting/cleaning actions on network elements.

100% of the biennial network tracing was completed as per regulations, covering 2,706 km of the gas network

100% of the biennial network tracing was completed as per regulations, covering 2,706 km of the gas network.

This involved managing the repair of 216 leaks with Madrileña Red de Gas’s field teams and collaborating companies contracted for the correction and replacement of network elements. All corrections were made within the margins established by regulations for each type of leak.

The Network Operations Directorate, in conjunction with the Prevention and Risks department, is holding a series of meetings to determine the specific needs posed by the new emission reduction regulation. Once these needs are identified, systems will be programmed to ensure compliance.

Among these needs are the application technology, permits, equipment, accreditation, etc.

On LNG and LPG plants, maintenance is carried out quarterly, semi-annually, annually, and every five years, following current regulations and manufacturers’ recommendations for installed equipment. These inspections involve checking a series of parameters, completing control checklists, and verifying the correct functioning of facilities and equipment to ensure no safety incidents and to guarantee gas supply to distribution networks.

Among the measures to consider for LNG plants is the proper functioning of the odorant injection system (THT tetrahydrothiophene), which helps detect potential gas leaks in equipment and networks. In this regard, we’ve conducted quality visits for THT control across the entire distribution network and in LNG distribution networks, performing 105 monthly visits. This number has increased with the incorporation of the Miraflores de la Sierra LNG plant’s distribution network.

To ensure supply reliability for LNG plants, 86 LNG tankers were managed during 2024.

Similarly, before winter, preventive maintenance on boilers and vaporizers is carried out for LPG plants in centers that supply extensive gas networks with a high number of customers.

At the Distribution Control Center, 100% of the maintenance established in Madrileña Red de Gas’s internal regulations has been completed, totaling 176 teleinformation preventive actions in all ERMs (Regulation and Metering Stations) and EMs (Metering Stations), and 314 corrective actions to resolve incidents.

In Verification and Measurement, the entire fleet of industrial meters is being adapted to the new ICT 555/2020 regulation. 1,288 meters and converters have been updated.

Among other important preventive actions, the cartography of all municipalities converted to natural gas has been updated, including El Molar, Griñón, Leganés, Fuenlabrada, and Móstoles, among others. Significantly, 479 connection errors in the distribution network’s cartography have been corrected.

Finally, it’s important to mention the ongoing work to migrate and upgrade the SCADA program. The need for bidirectional communication with other gas system providers has been identified, leading to the installation of bidirectional ICCP communication to receive and send data to other providers, thus preparing for future integration with new biomethane plants. For all communications, Madrileña Red de Gas uses 4G modems, and in critical stations, an ADSL line and a 4G modem are installed to ensure communication redundancy.

Corrective maintenance

Corrective actions primarily focus on addressing issues identified during preventive regulatory activities. Additionally, Madrileña Red de Gas responds to complaints from municipalities, official bodies, police, customers, and other internal departments when anomalies affecting the gas network are detected.

To identify all incidents and urgently address those that might impact safety, Madrileña Red de Gas’s field units and collaborating companies work together (Image 110). They travel to incident locations within established timeframes to perform necessary checks and determine the urgency of repairs or analyze needs for scheduled corrective actions.

Information from all corrective actions is collected, and work orders are created and registered in the SAP computer system for proper traceability.

9.3Customer and end-user focus

Madrileña Red de Gas’s proactive approach, both with direct customers and with the various organizations representing them, and its pursuit of excellence in customer service channels and field operations, have made 2024 the year with the best customer satisfaction ratings. The company achieved NPS (Net Promoter Score) excellence levels (+50) for its core processes. (NPS is an index that measures customer satisfaction and loyalty, expressed on a scale from -100 to +100).

During this year, the company delved deeper into customer experience analytics and underwent a profound transformation in how it serves customers. This new approach directly integrates customer service into the business units, making everyone a participant in this crucial task

Customer analytics

In 2024, Madrileña Red de Gas has focused on implementing an analytical tool across all processes and customer interaction channels. As a result, a detailed map is now available to identify key areas and prioritize efforts for continuous improvement.

With the highest granularity of analysis the tool allows, we track metrics such as compliance, complaints per 1000 operations, re-calls, re-works, and average response time, among others focusing on the necessary improvements.

Artificial intelligence

During the year, initial proof-of-concept tests have been conducted using artificial intelligence (AI) tools to assist in analyzing the context of customer calls and field visits.

The first test has the ambitious goal of evaluating a customer’s entire context to identify pain points and predict situations that could lead to complaints or demands for action.

The second use case focuses on leveraging all the unstructured information collected in the field by operators and noted as observations, which is currently difficult to analyze.

This learning will serve to further enhance the experience of Madrileña Red de Gas’s customers and end-users.

At the same time, the deployment of AI tools has begun to support the organization’s personnel, aimed at improving processes.

Excellence in field operations

Excellence in field operations at Madrileña Red de Gas extends beyond merely executing technical activities correctly. Year after year, the company has measured and improved indicators related to customer pain points.

In the area of meter readings, 2024 saw a historic low in the number of customers whose meters could not be read, reaching just 1.8%.

Regarding visits, we’ve made it easier for 18% of appointments to be rescheduled by the user directly, within a committed 2-hour window. Our goal is to further reduce the rate of missed scheduled visits to 0.29%.

All field visits are leveraged to perform fraud checks by conducting “gas flow testing” (litrados) on 90% of identified meters to verify their accuracy.

The main challenges for any field operation are usually accessibility to the meter and the customer’s presence. For key operations, Madrileña Red de Gas has maintained good first-time success rates

Periodic inspections

Every five years, it’s mandatory to inspect customer installations to ensure they comply with safety regulations. Madrileña Red de Gas has worked intensely to make the customer’s experience as smooth as possible during this process. In fact, it is the most highly rated process by customers.

During 2024, 98% of the planned inspections were successfully carried out, with 9.45% of installations found to have anomalies. Through proactive follow-up on these anomalies, Madrileña Red de Gas managed to recover 92% of correction certificates, preventing the need to cut off supply to users for safety reasons.

To understand these excellent results, it’s important to be aware of all the value-added elements that have been incorporated, exceeding the requirements set forth in the Community of Madrid’s RD 18/2019.

Among the communication improvements that allow customers to access the service while maximizing positive impact, the following stand out: the inclusion of a WhatsApp channel, appointment reminders at different stages of the process (including important safety details like the inspector’s data and photograph to prevent scams or fears), and easy access for users to change appointments.

Administrative cancellations

Madrileña Red de Gas continues its proactive efforts to mitigate the situation of customers who no longer have a contract with a gas retailer but remain connected to the gas network. It’s important to remember that this abnormal situation, caused by a review of criteria by the CNMC regulator, poses a potential safety and fraud risk to the gas system

Empowering the client, shortening the digital gap

Madrileña Red de Gas identified WhatsApp as a much more user-friendly digital option for elderly individuals compared to email, SMS, or even phone calls. In 2024, WhatsApp was deployed across 100% of Madrileña Red de Gas’s processes.

The customer response has been clear: WhatsApp has become one of the preferred channels for contacting MRG, representing a high percentage of use. The next objective is for WhatsApp to become the most utilized channel by customers. It is currently the best-rated channel by our users, with a CSAT (Customer Satisfaction Score) of 9.1 compared to 8 for traditional channels.

With the new website (madrilena.es), Madrileña Red de Gas achieved a 23% decrease in bounce rate, a 12.5% increase in element interaction, an 18% increase in time spent on the site, and a 61% decrease in repeat visits on the same day

Based on customer demand analysis and navigation behavior, and as previously mentioned, Madrileña Red de Gas launched a new website in 2024. This new site focuses on facilitating access to the most sought-after information and features a “Mobile first” design, given that 85% of website queries come from mobile phones (Image 121). With the new website (madrilena.es), Madrileña Red de Gas achieved a 23% decrease in bounce rate, a 12.5% increase in element interaction, an 18% increase in time spent on the site, and a 61% decrease in repeat visits on the same day.

Moments of engagement with clients and users

Madrileña Red de Gas has dedicated significant efforts to optimizing its processes and continuously improving customer communication. The primary goal is to ensure easy access to information for all types of customers and to enhance two-way communication during service delivery.

To achieve this, a thorough effort has been made to identify and analyze potential incidents that could negatively impact end-users and retailers, implementing effective solutions.

Furthermore, a robust customer communication system has been established, designed to maintain constant dialogue and offer comprehensive service. This has materialized through the implementation of various “engagement” mechanisms adapted to different gas distribution processes, with a strong emphasis on including new communication methods already used by customers, such as WhatsApp.

How we’re perceived: customer and end-user satisfaction indicators

Madrileña Red de Gas’s dedication to improving customer service and care is clearly reflected in the results of their service quality surveys. They gather this valuable feedback through surveys conducted after a visit, communication, or interaction with a customer, allowing them to track various quantitative and qualitative KPIs (Key Performance Indicators). They review these ratings every two weeks as part of their continuous improvement process.

The average scores (on a scale of 0 to 10) for their services are:

• Periodic Inspection: 9.11
• Home Operations: 7.49
• New Connections (Altas): 8.32

The overall average CSAT (Customer Satisfaction Score), which measures customer satisfaction across all services, shows a clear positive trend in customer satisfaction.

Madrileña Red de Gas also provides users with another platform to rate their service: Google My Business reviews. They encourage customers to leave a star rating from 1 to 5, making it a transparent and independent space. With over 13,000 reviews from customers and collaborators in 2024, they maintained an impressive rating of 4.0 out of 5.0 at year-end, consistent with their 2023 and 2022 performance.

It’s important to highlight the significant efforts being made in periodic inspection services and home operations, in managing complaints and information requests, and in working with retailers. The goal is to reduce, and ideally eliminate, negative impacts stemming from communication and/or information problems between Madrileña Red de Gas and the retailers. We’ll now delve deeper into these services.

Complaint and claim management

At Madrileña Red de Gas, one of our main goals is to prevent any issues for our customers and end-users by providing the most optimal and agile service possible.

A crucial path to improving our services is how we handle complaints, grievances, and irregularity reports. We’ve established a clear process for this, outlined in our general procedure PGSG-130, which was revised in 2021 to incorporate new technologies.
We’ve also provided users with a Consumer Service Code, updated in 2023. This code informs users about the channels available to contact Madrileña Red de Gas and simply explains how our main processes and services work.

The Center of Excellence Department is responsible for overseeing that the customer service process is managed correctly across the entire company. However, each Business Unit (including Corporate Directorates of Expansion, Systems and Home Operations, Emergencies, Network Operations, and Finance) is responsible for handling any request that cannot be managed by the call center, WhatsApp, or automatically through other active service channels.

This department is also in charge of processing inquiries from Official Bodies regarding complaints, grievances, and irregularity reports. It centralizes information gathering and proposes solutions for each case.

To strengthen its relationship with Official Bodies regarding Customer Service (ATECLI), Madrileña Red de Gas held a series of in-person and remote meetings from late 2023 throughout 2024. They prioritized organizations associated with 80% of supply points, focusing on those that manage the highest volume of inquiries.

These meetings helped to disseminate information about Madrileña Red de Gas’s processes as a gas distributor, its obligations, and the limitations related to current regulations. They also allowed for an analysis of sector expectations, aiming to align services with both expectations and best practices. Furthermore, these interactions fostered direct and fluid communication with these bodies, which will facilitate faster and more efficient resolution of any future issues.

A notable example of this effort was Madrileña Red de Gas’s participation in the “GAS DISTRIBUTION COMPANIES’ SERVICE PROVISION – January 30, 2024” Information Session. Thanks to the General Directorate of Commerce, Consumption, and Services, the following objectives were shared:

• Gain practical information on issues related to gas distribution companies’ service provision.
• Better understand the operations and dynamics of gas distributors and resolve any doubts on this topic.

This session proved to be a complete success in terms of Customer Service (ATECLI).

In summary, these visits were a strategic investment that enhanced Madrileña Red de Gas’s ability to offer high-quality ATECLI service, aligning with company and industry standards, as well as customer needs. The evolution of processed Official Body inquiries clearly demonstrates this success.

The entry channels for complaints are diverse: ranging from the telephone service (Call Center), registration through IOGas for those managed by commercial retailers, the generic customer service mailbox, the virtual office (via the website), the WhatsApp channel, and written communications (both official and from customers). All are registered in SAP, either directly or through two platforms implemented in recent years: the Call Center CRM and Ticketing. The channel historically most used by customers is typically the telephone via the Call Center, where the customer is attended to using different IVR (Interactive Voice Response) options so that most requests can have an immediate solution, thanks to the automation of responses through decision trees.

Nevertheless, the WhatsApp channel has gained notoriety since 2020 (the pandemic) and the last two years, 2023 and 2024, as Madrileña Red de Gas has understood that this is a channel that can reach more types of users, both digital natives and those who are less so.

Just like with the Call Center, WhatsApp also uses a decision tree that lets users manage their requests easily, and a high percentage of these requests are handled automatically.

The virtual office has significantly improved how demands are handled by introducing simplified menus. These menus make it easy to navigate the claims section based on the type of request a user wants to process.

If a demand isn’t about service but concerns potential environmental impacts, the Center of Excellence directs it to the relevant units responsible for its resolution based on its specific nature.

Throughout 2024, Madrileña Red de Gas continued to work with “Customer Journeys”. This involves a detailed analysis of more complex complaints, aiming to review processes, minimize negative service impacts, and increase customer satisfaction. For these, action plans are established with different Business Units, followed by subsequent monitoring to ensure the implemented actions have successfully reduced any incidents detected in the processes.

Madrileña Red de Gas has also chosen to work on “positive Customer Journeys.” This means they identify scenarios where service management and quality were optimal, using these as examples to implement best practices across all their processes.

The Center of Excellence performs daily checks on all requests (complaints, action requests, and information requests) recorded in the system to monitor their closure. On a monthly and quarterly basis, it gathers KPIs (Key Performance Indicators) for both call center and WhatsApp services. When needed, it prepares and escalates “ad hoc” reports to the Audit and Risk Committee for significant complaints. This allows the company to rectify service errors and continuously improve its processes.

On the Madrileña Red de Gas website, there’s a section dedicated to customer commitment, where they present complaint indicators and the actions taken to resolve common issues. You can find this at: https://www.madrilena.es/como-lo-estamos-haciendo. This section always displays the top 5 complaints by volume and type from the last quarter. It not only explains why these complaints occurred but also outlines the solutions offered or the ongoing analysis process for them

Relationship with retailers

At Madrileña Red de Gas, as part of our commitment to excellent service, we’ve implemented important measures to minimize negative impacts and prevent delays or interruptions to gas service caused by process errors or issues in requests managed by retailers. We’ve established the following protocols:

1. For gas cuts due to Madrileña Red de Gas error: We prioritize on-site visits with our Home Operations team during office hours or the Emergency team outside of hours.
2. For delays in gas activation or contracting due to Madrileña Red de Gas error: We resolve the issue on the same day or the next, ensuring the activation request reaches us and the new service order is generated. If needed, we coordinate with the retailer to resubmit the request.
3. For errors caused by the retailer: Besides advising the user to contact their retailer (as the correction depends on them), Madrileña Red de Gas contacts the relevant retailer through our ATR Unit to expedite the correction of the error.

Additionally, we’re currently working with retailers to standardize customer information, aiming to prevent future problems caused by data errors that could negatively affect end-users.

We hold periodic Customer Service (ATECLI) meetings with retailers that have a large volume of contracts in Madrileña Red de Gas’s distribution area. These meetings serve as a forum to discuss and address user complaints, and to communicate situations or cases that require their input for resolution (e.g., erroneous supply cut requests, contracting errors).

Beyond these working groups with specific retailers to enhance ATECLI quality, there’s daily institutional communication between Madrileña Red de Gas and all retailers via IOGas, the sector’s common system. This platform is used to manage customer requests, complaints, billing concepts, and more.

9.4Fostering positive impact and social action

Beyond bringing clean energy to society through its distribution network, Madrileña Red de Gas highlights two other important aspects of its contributions.

Firstly, the company generates and distributes significant economic value within its operating environment. As detailed in the Sustainable Business chapter, €44,629 in economic value was distributed. Of this, €7,465 went to suppliers and €3,691 to taxes. These expenditures largely benefit the area around Madrileña Red de Gas, especially considering the substantial role of local suppliers in the company’s purchasing.

Secondly, Madrileña Red de Gas remains committed to labor inclusion. The company continues its contracts with FUNDACIÓN CEE PRODIS, a foundation supporting individuals with intellectual disabilities. This partnership focuses primarily on processes like invoice printing, periodic inspection notifications, and debt recovery, providing meaningful, paid work that fosters social inclusion. In 2023, Madrileña Red de Gas contracted services worth €27,627 from them, an 80% increase from the previous year. Additionally, the company works with ILUNIÓN LIMPIEZA Y MEDIO AMBIENTE, a company part of the ONCE Group, with purchases totaling €46,017.52 in 2024, a 4% increase over 2023.