p>To improve the quality of services provided in organising work with clients a division has been set up and is operating successfully in the Company to interact with customers — the Customer Service Department in the executive apparatus and Customer Services Sectors in the Company branches. These divisions carry out the following:
- receiving requests and issuing contracts for technological connect to Kubanenergo electricity networks,
- dealing with customer complaints regarding interruptions to electricity supply, electricity quality or quality of Kubanenergo service as a whole;
- receiving informations about thefts of electricity and power production equipment;
- consultations on energy saving;
- consolidating work with clients and developing proposals to improve the quality of service.
In accordance with the Programme for introducing client orientated policies in Kubanenergo approved in February 2011, customer services centres were opened in each of the 11 branches during the accounting year. In December the new Standard on the System for centralised handling of consumer services was brought into force.
Face to face service. Face to face service of electricity consumers in the Kubanenergo executive apparatus is carried out by staff of the secretariat receiving documents directly from the consumers. In electricity network branches face to face service is carried out by staff at the customer service centres
Distance service. Consultations by telephone are carried out in the executive apparatus and electricity network branches of Kubanenergo. In the executive apparatus calls are taken by staff of the Customer Service Department, and in branches by staff of the customer service centres.
Consultations are offered both for customers making a personal visit and by telephone, via the Internet reception on the Company website, as well as by email.Contact details are given in the section titled Contact information/Contact information.
For the convenience of clients it is planned to open 37 reception points in district electricity network branches in 2012 — one stop points where service users can resolve all questions with the Company.