Organization of Interaction with Service Customers
Main function of the units carrying out interaction with service customers of Kubanenergo PJSC is to ensure rapid and easy solution of issues related to technological connection, electric power transmission, organization of the electricity accounting and additional services for citizens and legal entities within the territory of the Company operational responsibility.
In order to ensure provision of high quality services, the Company established and successfully operates 12 customer Service Centers and 41 customer Service Points in the districts of electric grids.
Remote customer service of Kubanenergo PJSC is organized through the Call Center work with a single federal number 8-800-100-15-52. Call Center operators promptly inform the population of the Krasnodar Krai and the Republic of Adygea about various issues related to power supply and time of emergency recovery works and scheduled repairs. Moreover, employees of the Call Center accept messages from customers on the facts of electric power theft and consult on technological connection and other Company services.
In 2016, over 233 thou customers addressed the Call Center of Kubanenergo PJSC.
In 2016, the Call Center of Kubanenergo PJSC received:
- 6,107 claims from consumers (3,044 reasonable claims). Number of claims increased by 30% as compared to 2015.
- 148 reviews (thanks) that is by 92 reviews more than in 2015.
In 2016, the Company received claims on the following issues:
Complaints of customers were considered, measures were taken to eliminate their causes.
Kubanenergo PJSC also provides on-line customer service on the web-site www.kubanenergo.ru, see For customers / Customer service center via:
- receipt of orders for services through Customer Personal Account;
- receipt of customers’ applications through Interactive Feedback (Internet Reception);
- provision of information to customers in subsection Q&A.
In order to develop interactive services in 2017, Kubanenergo PJSC shall expand the Personal Account functionality with regard to technological connection and customer services.
In 2016, Kubanenergo PJSC received 1,793 applications through interactive customer services (Internet reception, Personal office, E-mail), including 1,349 applications for technological connection, which is by 745 more than in 2015 (the number increased by 123%).