Top left corner: name of the Iberdrola Group Company that issues the bill: IBERDROLA CLIENTES, S.A.U.

Top right corner: reference to the type of bill (electricity, gas, etc.).

Billing period: the beginning and end of the period in which the electricity on this bill was consumed.
Start date: this day's consumption is not included in this bill because it was already included in the previous bill.
End date: this day?s consumption is included in the bill.

Scheduled charge date/final date for payment: if your contract is paid by direct debit or you have a Flat Rate, this is the day it is charged/credited to your bank account. If it is not paid by direct debit, this is the deadline for making payment in the agreed banks, on our website or by telephone.

Bill with actual reading: the consumption on your meter has been read.

Bill with estimated reading: your meter could not be read due to access difficulties, so the reading has been estimated from your consumption record.

Contract reference: the number that identifies your contract and which you must use in any dealings with us

It is important that you verify that the address for correspondence, where you have told us that you want to receive communications, is correct. It is not always the same address as that of the supply point.

Energy: this includes all items related to energy (fixed term, consumption, taxes, etc.). The full details are given on the back.

Services and other items: this covers all items of your bill not related to energy (rental of metering equipment, other contracted products or services, etc.). The full details are given on the back

This graph shows the evolution of your gas consumption (kWh) in recent months. This enables you to compare the consumption of the current period with the consumption in the same period of the previous year. The black line marks the average consumption for your contract. When the consumption is estimated, the bar in the graph appears broken.

As not all billing periods include the same number of days, we inform you of your average daily consumption of this bill and the average daily consumption of the last 12 months, to help you compare them better.

In this space, we include useful messages about the amount of your bill or some specific item. You should always read it.

We provide you with a billing summary of the energy, subscribed services and corresponding VAT.

You can also verify your consumption displayed in a graph to the right of the billing summary, detailing natural gas consumption in kWh over recent months. You can thus see how your consumption has developed and compare your consumption over the most recent period against the same period the previous year. The highlighted horizontal line marks the average consumption for your contract. When consumption is estimated, the corresponding graphic bar will be displayed with stripes.

We also provide information on average consumption in euros for the period billed as well as for the last 12 months.

We help you understand your bill: includes important information on your bill. For example, if your bill is Fixed Rate, we remind you that you have contracted the Fixed Rate service and what it entails. We will also use this section to notify you when relevant events affecting your bill occur, such as, for example, a change in energy prices or services.

AFurthermore, in the last part, you will find messages on advantages you could obtain through various services offered by Iberdrola.

Quality seals:

• AENOR: sIberdrola quality management system certification seal granted by AENOR (Spanish Association for Standardisation and Certification), a private, non-profit organisation. This certification shows that the Quality System adopted by Iberdrola complies with the require

• CONSUMER ARBITRATION: IBERDROLA CLIENTES, S.A.U. are members of the Consumer Arbitration System for conflict resolution. Thereby, if you lodge a complaint against Iberdrola and a satisfactory response is not received within 30 days, you can send it to the corresponding Arbitration Board for those cases where Iberdrola has submitted to such arbitration, due to the nature of the matter being the responsibility of the retailer. More information in the Complaints section.

• PEFC seal: certifies that the paper used for the bills comes from sustainably managed forests and controlled sources.

All the data needed for knowing the characteristics and information of your energy supply is displayed, as well as payment details.

Metering device: a unique number that identifies your meter. Each meter has a different code.

Distribution company: the electricity contracted with Iberdrola Clientes is transmitted through the network of the distribution company for your area to the supply point. This company ensures the good state of the installations, connects the supplies to the network and installs and takes the readings from your meter.

Supply point identification (CUPS): a unique code that identifies your supply point with any distribution or marketing company. It's like a national ID number for supply.

Network access toll (ATR): a tariff/toll that the gas distribution company in your area has assigned you, based on your gas consumption record. The possible tariffs are:

• Tariff 3.1: consumption of 5,000 kWh/year or less
• Tariff 3.2 consumption of between 5,000 kWh/year and 50,000 kWh/year
• Tariff 3.3: consumption of between 50,000 kWh/year and 100,000 kWh/year
• Tariff 3.4: consumption of between 100,000 kWh/year and 3 GWh/year

Access toll prices: in this section we indicate in which Official State Gazette the current access tariff prices are given

Duration of contract until: this is the expiry date of your contract. Unless you state otherwise, your contract will be automatically extended. In the event of any price changes in the renewal (because the offer you have now is not in force), we will notify you at least 15 days in advance.

We provide you with a breakdown of the billed energy and services:

ENERGY

In the energy section we can have:

Fixed monthly term: This is the amount you pay to have the service available in your home. Its price depends on the tariff you have contracted (determined by your annual consumption) and is calculated by multiplying the number of months by the monthly price.

Billed energy: this is the gas consumption generated during the billing period, and is measured in cubic metres (m3), although it is billed in kilowatt hours (kWh). It is obtained by multiplying the consumption of said period (kWh) by the kWh price.

Natural gas tax: this is a special tax on gas. According to Law 15/2012 of 27 December, on tax measures for sustainability, it is calculated as follows: Natural gas tax = 0.00234 €/kWh x kWh of consumption billed.

Sometimes more than one line may appear in the billing on the same item. This can occur for the following reason:

• When there has been a change in the prices to be applied in a single billing period.

Within this section we might have:

Metering equipment rental: the measuring equipment or meter is the device used to measure the energy consumption. It is normally owned by the gas distribution company in your area and customers have it on a rental basis, so this item will be billed every month by multiplying the number of days in the billing period by the meter rental price, unless the meter is owned by the customer, in which no rental is billed. Its price is established by Law.

Other services: In this section, we will also bill any product or service that you have contracted, such as the Electric Emergency Service, the Gas Maintenance Pack etc. or any other item not directly related to energy.

The current and previous meter readings are detailed here, as well as the dates on which they were taken. In the case of natural gas, consumption is measured in cubic metres (1 m3 = 1,000 litres).

By subtracting the previous reading from the current reading, we arrive at the natural gas consumption in cubic metres in the period included in your bill. To bill these m3, they have to be converted into energy consumed in kilowatt-hours (kWh). The Correction Factor and the Higher Calorific Value are used for this, the values of which are established by ENAGAS and the Official State Gazette.

In this space, as on the front, we include useful messages about the amount of your bill or some specific item. You should always read it.

On this page we include some energy saving and efficiency tips, and safety recommendations that we think may be useful.

This section includes additional information related to various issues of importance and interest to you.

Different ways of contacting Iberdrola are provided:

24-hour Customer Service: any enquiry or information request may be made by calling 900 225 235.

Technical Support Service: in the event of any incident related to the various services contracted with Iberdrola other than the energy supply, we offer an exclusive customer service telephone number staffed by specialised agents.

Grid Breakdown Service: specific telephone number for reporting grid-related breakdowns and emergencies.

Customer Service Points: on your bill, we tell you which are the two closest to your home, or you can search for other Customer Service Points.

Our website: through the Query Mailbox.

Social Media: And you can also follow us on www.twitter.com/TuIberdrola and at www.facebook.com/IberdrolaClientes.