Iberdrola

A pioneering initiative in the energy sector

• This project makes it easier for deaf customers to communicate with the company using a platform which connects them in real time via video link to sign language interpreters


• The introduction of this service stems from the agreement signed by IBERDROLA and the CNSE Foundation with the aim of guaranteeing universal access, in keeping with the company's commitment to society

IBERDROLA has incorporated a sign language video interpreting service into its customer service offering. This means that deaf and hearing-impaired people will now be able to contact the company via sign language interpreters.

The new ComunicA initiative stems from the collaboration agreement signed today by IBERDROLA and the CNSE Foundation. The deal was ratified by the IBERDROLA group's head of Human Resources, Ramón Castresana, the company's Commercial Manager, Aitor Moso, and the President of the CNSE Foundation, Concha Díaz.

The ceremony, which took place at the company's Madrid headquarters, was also attended by Ignacio Tremiño, who is responsible for the coordination of support policies for the disabled at the Spanish Health Ministry.

The service, the first of its kind in the energy sector, allows a deaf or hearing-impaired person to connect with the company's traditional telephone customer service through a sign language video interpreter via a real time audio and video link using the CNSE Foundation's SVisual platform.
This application, which is available via the Customer section of IBERDROLA's corporate website (www.iberdrola.com/clientes), also includes a tool for the exchange of written messages, which means that the needs of all deaf people are catered for, irrespective of their level and type of disability and their command of sign language.

The agreement struck also formalises the collaboration between the signatories initiated in 2011, when IBERDROLA agreed to fund the grants of deaf students attending the sign language specialist training course run annually by the CNSE Foundation. In this latest stage of the collaboration, the aim is to improve the employment prospects of this group by developing a new entrepreneur training course for unemployed deaf people. The course will be delivered via distance learning.

The introduction of this service further underlines IBERDROLA's firm commitment to guaranteeing equality of opportunity, non-discriminatory treatment and universal access in keeping with its commitment to society and to disadvantaged groups in particular. This new offering also reflects the company's commitment to providing à la carte services which fulfil the requirements of all customers.