Customer Relations

The goal of Rosseti Kuban, PJSC in the area of customer relations is to build a customer‑centric model of operations and organisation of services and facilities based on efficient and comfortable interaction with customers through analysing customer experience and meeting the actual needs of both households and businesses.

The Company pays special attention to regularly informing consumers about the services it provides, ensuring comfortable framework for face‑to‑face service, and improving the accessibility of services through interactive tools.

Rosseti Kuban, PJSC provides customer service through the Electric Grid Services Portal of Rosseti Group (www.портал-тп.рф), and at customer service offices as well.

In 2023, Rosseti Kuban, PJSC received almost 112,300 requests through interactive customer service tools, of which about 50% were grid connection applications.

Based on the results of 49 inspections carried out on the basis of reports of electricity theft submitted by consumers via the call‑centre, off‑the‑meter electricity worth RUB 539,000 was detected.

In the reporting year, Rosseti Kuban actively cooperated with the representatives of the executive authorities of the Krasnodar Territory and the Republic of Adygeya, the public, businesses and potential consumers of the Company’s services with respect to the issues related to the development of the power grid complex and higher availability of power infrastructure”.

ALEXANDER CHEPUSOV Deputy General Director for Development and Power Grid Connection

To maintain the high quality of Company services, 13 customer service centres and 41 customer service offices are in operation across the power grid regions.

In order to provide online customer service, Rosseti Kuban, PJSC maintains a 24-hour call centre holding a single federal number: 8 (800) 220-02-20. Call-centre operators inform the residents of the Krasnodar Territory and the Republic of Adygeya about any power supply issues and ongoing recovery work / planned repair schedules. Besides, the call-centre operators take messages from the customers concerning electricity theft and consult them about grid connection and other Company services.

In 2023, 1,432,120 customers contacted the call centre of Rosseti Kuban, PJSC, which is 29% more than in 2022.

In the reporting year, Rosseti Kuban, PJSC received about 7,000 complaints from service consumers, up 1.5% year‑on‑year.

Customer complaints were investigated, and actions scheduled for the reporting year were taken to sort out the relevant causes.

In 2023, Rosseti Kuban, PJSC interacted with consumers both at customer service offices and through the Electric Grid Services Portal of Rosseti Group www.портал‑тп.рф, (hereinafter referred to as the GC Portal).

Through the GC Portal, consumers are able to submit online applications and requests for the following:

• Grid connection services
• Installation/replacement of metering devices
• Redistribution of power
• Restoration of grid connection documents
• Additional services, etc.

Moreover, through the GC Portal, consumers can calculate the cost of grid connection, familiarise themselves with scheduled outages, and take a survey to assess the quality and accessibility of grid connection services.

In 2023, the Company received 112,339 online applications, of which 51,546 were requests for grid connections.

In 2023, Rosseti Kuban received 43,293 packaged applications for grid connections, which resulted in the conclusion of 31,212 agreements for grid connections.

Key outcomes of the Company’s efforts pertaining to customer relations for 2023

In the reporting period, the Company carried out 49 inspections based on consumer reports about electricity theft that were received through the call centre. As a result of the inspections, unaccounted power supplies totalling about RUB 539,000 were detected.

Over the year, Rosseti Kuban held 25 remote alignment meetings with potential and existing applicants, business representatives and executive authorities of the constituent entities of the Russian Federation on improving the accessibility of the energy infrastructure, including the possibility to submit applications for grid connection in electronic form. About 187 people took part in the alignment meetings.

In January 2023, Rosseti Kuban, PJSC participated in an extended meeting held by Andrey Proshunin, the Vice‑Governor of the Krasnodar Territory, on grid connections for privileged and socially disadvantaged categories. Based on the results of the meeting, for the purpose of grid connection of housing for families with many children, a number of municipalities in the Krasnodar Territory submitted applications to Rosseti Kuban, PJSC for grid connection of land plots allocated to such families for individual housing development.

In the reporting year, the Company’s Board of Directors approved new customer service quality standards aimed at building a customer‑centric business model.

Customer Relations Plan for 2024

To promote the customer‑oriented approach and improve the quality of services, Rosseti Kuban scheduled the following for 2024:

• To improve the efficiency of customer service by streamlining the processes for receiving and processing customer feedback
• To upgrade corporate automated systems for handling customer feedback to improve the accuracy and speed of processing

As part of the implementation of new quality standards for customer service, the Company pursues a customer‑centric approach, which implies:

• Identification and study of customer needs
• Designing new services and facilities and upgrading the existing ones
• Improving customer satisfaction by providing services and facilities
• Establishing a customer service
• organising the information disclosure process;
• Following the customer service etiquette
• Improving the infrastructure of interaction and feedback tools with service customers
• Conducting research to assess the quality of customer service and analyse the results obtained