Tyumenenergo

Policy in the field of interaction with consumers of JSC Tyumenenergo is aimed at securing a customer-oriented approach in its activities. The main purpose of customer-oriented approach is formation of customers` loyalty to the organization at the expense of quality service and satisfaction of services` consumers in the short and long term.

Customer-oriented approach of JSC Tyumenenergo is realised through the establishment and operation of a centralised customer service system, based on the following principles:

Providing customers with sufficient information
about the Company and its services

Providing complete and accurate information about all procedures of interaction with JSC Tyumenenergo is public, available in an accessible form for a consumer of services: in the media, on the Company`s website, and on information stands of the Company.

Territorial accessibility and comfort conditions
of face-to-face service

Infrastructure of face-to-face service provides territorial accessibility of Company`s service for consumers, which is realised by personal contact of service consumers with the Company employees on the base of Customer Service Centres (hereinafter CSC) and in stations receiving applications for network connection.

Face-to-face customers` service is organised within the entire territory of JSC Tyumenenergo customer support: south of Tyumen Region, Khanty-Mansiysk — Yugra and YNAD. In the cities of Tyumen, Surgut, Nizhnevartovsk, Nefteyugansk, Kogalym, Noyabrsk, New Urengoy, Uri and Nagana face-to-face service is performed within Customer Service Centres based in the Company`s nine branches.

Availability and efficiency of distance and interactive
services of the Company

The Company created the JSC Tyumenenergo Call Centre. Currently, Call Centre of JSC Tyumenenergo supports two phone numbers: 8-800-200-55-02 — hotline for network violations and 8-800-200-55-04 — universal number of Call Centre. Call are free for all consumers. Information about these numbers is available on the JSC Tyumenenergo website, which is regularly updated. This information is periodically published in the print media issued in the area of responsibility of the Company.

Automatic notification of applicants (auto dial and SMS) of delay in performance under contracts on network connection was introduced using JSC Tyumenenergo Call Centre system.

“Client‘s Personal Account’ was implemented on the Company website. The applicants have an opportunity to promptly file an electronic application for network connection of their power receivers to the grid. For this, the customer simply has to fill in an application form available on the website and attach required scanned copies of documents. Moreover, anyone can query a profile Company specialist directly, provide information, file a complaint write a comment on the Company activity, share views about our Company activity filling out a questionnaire.

In order to provide prompt consulting or solve problem issues of consumers JSC Tyumenenergo website has an “Internet reception” where everyone can ask his/her question directly to a relevant Company specialist or file a complaint.

A map of power centres loading (110 kV) was implemented on the Company corporate website.

In addition, consumers are provided with a network connection (TC) cost calculator. The performed calculation is an approximation. Final calculations are carried out after filing an application for TC when preparing the contract for network connection.

Moreover, in order to secure regular feedback and increase satisfaction level of the consumers, the corporate site of the Company launched an interactive questionnaire of consumers on a quality of services rendered by JSC Tyumenenergo.

The Company provides consumers with an opportunity of free choice in any type of feedback channel: face-to-face (personal visit of CSC) and distant (phone, fax, mail, the Internet), depending on individual capabilities and preferences of a customer.

Qualified Service

JSC Tyumenenergo provides high level of skill and competence of customer service personnel.

Transparency of business services in the areas of consumer services and objectivity in reviewing consumers` complaints

Business services for customer services are transparent to ensure accountability and controllability of process of interaction with consumers. JSC Tyumenenergo provides an objective and impartial review of complaints in a timely manner and the option to appeal decisions. The consumers are informed about these processes on “need to know” basis.

Interaction with consumers of JSC Tyumenenergo services is regulated by JSC Tyumenenergo Standard “System of centralised servicing of service consumers” (hereinafter Standard) approved by JSC Tyumenenergo Board of Directors No. 13/11 dated 06 September 2011. JSC Tyumenenergo Standard sets requirements to a process of centralised consumer servicing, business processes for face-to-face and distant interaction with service consumers, methods for consumer servicing, conduct of investigations aimed at assessment of client service quality and analysis of results received. The JSC Tyumenenergo customers and other interested parties are notified about the Standard of provided services by publishing on JSC Tyumenenergo website, placement in points of face-to-face client servicing and other means.

An activity plan for bringing a system of consumer servicing in accordance with the requirements of this Standard has been developed.

In September 2014, the Company developed and put into force a procedure dealing with complaints of JSC Tyumenenergo, establishing uniform requirements for handling complaints regarding activities of JSC Tyumenenergo, submitted to the Company by face-to-face and distant communication channels from services consumers, regulatory authorities, executive authorities of territorial entity of Russian Federation and self-governing authorities, including regulatory authorities in the field of state rate management, Federal Antimonopoly Service and its territorial bodies.

JSC Tyumenenergo annually polls the consumers in all branches in order to acquire understanding of consumers` satisfaction levels. The proportion of satisfied customers in 2014 increased by 0.5% compared with the year 2013.

The results of the poll for 2013–2014

Results of the poll, held in 2013–2014 revealed, that the most comfortable way of interaction is distant servicing.

More than 80% of respondents prefer a distant form of interaction with the Company — phone, e-mail and the Internet.

JSC Tyumenenergo provides additional free service called “Personal Manager” which is a basis of long-term mutually beneficial collaboration of clients and the Company and maximally efficient use of the whole range of JSC Tyumenenergo services by a client. Dutiesof “Personal Manager” include a wide range of tasks: prompt processing of applications and satisfaction of clients” needs, organization of permanent collaboration of the Company and its customers, maintenance of regular contacts with clients, rendering informational and consulting services, development and introduction of individual conditions of client servicing and rendering additional services, and informing clients of new events. “Personal Manager” service is an element of a structure presenting a client-oriented system on the one hand, and an instrument helping JSC Tyumenenergo to receive, generalise and analyse information necessary for performance of its activity and development on the other hand. In 2013, this service was implemented in all Company branches.

In 2014, JSC Tyumenenergo Consumer Council, created in July 2013, continued its activities.

Twenty-five people participated in JSC Tyumenenergo Consumer Council. They are representatives of regional non-governmental association — Delovaya Rossiya (Business Russia), Opora Rossii (Support of Russia), Chambers of Commerce and Industry of regional and municipal levels, Fund of Yugra Businessmen Support, representatives of higher vocational education area; large consumers of electricity — JSC Surgutneftegas, LLC Gazprom Refinery, LLC Gazprom Transgaz Surgut, LLC Gazpromneft, LLC Lukoil-Western Siberia, LLC RN-Yuganskneftegaz, representatives of small and medium business, representatives of domestic consumers; representatives of Regional Energy Commission of Tyumen Region, Khanty-Mansiysk and YaNAD.

Availability of face-to-face, distant and interactive services provided by the Company being a network organization interacting with services consumers can improve the quantitative value of parameters characterizing the quality indicators — informative value, effectiveness, feedback efficiency, which are taken into account when calculating a quality index of services provided by JSC Tyumenenergo.

According to results of 2014 quality index of services provided by JSC Tyumenenergo has been fully completed.

In 2015, JSC Tyumenenergo is going to implement the following activities in order to improve the quality of its services:

• Development of interactive services, expansion of “Client‘s Personal Account’ functional, which includes input of data on long-term planning of loads, customer account and payments maintenance. There are plans to provide possibility to send notification of technical conditions fulfilment for applicants up to 150kW, and make it possible to send SMS informing on progress in implementation of applications for network connection
• Call Centre functionality modification in terms of applicants` automatic notification (auto redial, SMS notification) of expiration of obligation performance time limit on the part of an applicant under the contracts for network connection
• In order to provide information support for the Company`s structural divisions, carrying out interaction and customers servicing it has planned to implement solutions based on SAP CRM (Customer Relationship Management) and form management accounting based on SAP BW (Business Warehouse)