Stakeholder
4.2

Customer support

Our primary CRM guidelines are observation of consumer rights and interests and satisfaction of their needs. The quality of services should meet or even exceed customer expectations. Customer service centers and bureaus all over the Company provided F2F service. Internet customer support and 8-800-2001-220/8-800-2501-220 hot line support provide 24/7 remote customer services. The corporate web-site provides access to the online reception office and personal customer account.

To enhance quality and accessibility of the Company’s services 20 F2F customer service centers operated during the reported period, including a newly opened F2F customer service center located at 89 Ulitsa Romana Kashina, Kultaevo.

Our hot line customer service center has increased employee population. The Company also conducts regular meetings between management and consumers.

We have extended the functionality of a consumer’s account on the Company’s web-site and web-portal at (portal-tp.rf) in line with changes in relevant legislation:

  • implementation of a capability to file a connection request, receive and sign a contract with an digital signature;
  • arrangement of interaction with energy sales companies to prepare an energy supply contract for a filer in electronic form (with digital signature);
  • implementation of a capability to pay for connection services via bank cards;
  • implementation of the billing function, with required payment details entered automatically.

To arrange real-time interaction with customers we added WhatsApp and Telegram instant messengers on the corporate web-site. There is a special customer board in our Sverdlovenergo branch, with the Permenergo and Chelyabinsk branches collaborating with the multisectoral customer board, liable for operations of natural monopolies in the Perm and Chelyabinsk regions

To enhance accessibility of information and transparency of the Company’s operations, we have posted information on the quality of service on the corporate web-site. During the reported period the Company has achieved targets of QoS indicators approved by the state regulators.

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Full report or any of its chapters can be downloaded as pdf files on this page.
1About company
1.1Mission and strategic goals
1.2Market share
1.3Management systems
1.4Key 2017 events
2Board of directors’ progress report
2.1Letter to stockholders
2.2Production capital formation
2.2.1Network exploitation
2.2.2Electricity transmission
2.2.3Technological connection
2.2.4Development of telecommunications and IT systems
2.2.5Investments
2.2.6Innovations
2.2.7Efficacy enhancement
2.3Financial capital formation
2.3.1Description of tariff policy
2.3.2Analysis of revenues and expenses
2.3.3Analysis of receivables and payables
2.3.4Credit ratings and bonds
3Corporate governance
3.1Corporate governance practices
3.2Corporate governance system
3.2.1General meeting of stockholders
3.2.2Board of Directors
3.2.3Board of directors’ committees
3.2.4General director and executive board
3.2.5Remuneration and compensation policy
3.3Oversight system
3.3.1Board of internal auditors
3.3.2Independent auditor
3.3.3Internal control
3.3.4Security and anti-corruption
3.3.5Risk management
3.4Investor and stockholder relations
3.4.1Shareholder capital structure
3.4.2 Shareholder rights
3.4.3The company and stock market
3.4.4Communications with market participants
3.4.5FAQ
3.4.6Allocation of profit
3.4.7Contact information
4Stakeholder
4.1Human resources management
4.2Customer support
4.3Supplier relationship management
4.4Public and goverment relations
4.5Company’s transactions
4.6Subsidiaries and financial investments
4.7Environment protection
5Appendices
5.1Prepared under Russian accounting standards
5.2Prepared under international financial reporting standards
5.3Corporate governance code compliance report
5.4References
5.5Abbreviations and acronyms
5.6Sitemap