The Company’s main activities are electricity transmission and grid connection of new customers.
Interaction with consumers is performed in accordance with the “System for Centralised Servicing of Consumers”, approved by the Board of Directors of the Company.
|Number of calls over 2014||Variance, 2014/2013, %|
|Face-to-face||299 customer service offices||327,404||5.8|
Direct line with energy specialists
Customer boxes in customer service offices
552,360 (call centre)
3,737 (in writing)
Internet Reception at the Company’s website
Consumer’s personal account
The Company received 917,225 consumer calls in 2014. 28.1% fewer calls were recorded during the year with 31% fewer complaints and 25% fewer calls to notify of blackout.
Performance indicators for Company relations with consumers is the assessment of service reliability ad quality. This indicator in 2014 for all Company branches will be within the target range approved by Russian executive authorities responsible for state regulation of tariffs.
Customer can assess the Company’s performance by completing a questionnaire in the Internet Reception.
The Consumer Council set up in 2013 will continue its work in 2014 to optimise and coordinate consumer relations within the Company. IDGC of Centre included 70 representatives of such regional public organisations as Delovaya Rossija and OPORA OF RUSSIA, chambers of industry and commerce at the regional and municipal levels. major electricity consumers (OJSC Oboronenergo, Bryanskoblelecktro LLC, Gagarinsky Engineering Works LLC, OJSC Rastmaslo, Znamensky SGC LLC etc.), SMEs, and housing utilities consumers, representatives of regional energy commissions.
The agenda of the Consumer Council meetings in 2014 was as follows:
The Company plans to improve the quality of interaction with consumers in 2015: