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      1. 3.2.1 Network Exploitation and Grid Asset Consolidation
      2. 3.2.2 Connection
      3. 3.2.3 Electricity Transmission
      4. 3.2.4 Additional (non-tariff) services
      5. 3.2.5 Consumer liaison
      6. 3.2.6 Key RAS metrics
      7. 3.2.7 Key IFRS metrics
      8. 3.2.8 Tariff Policy
      9. 3.2.9 Investments
      10. 3.2.10 Innovations
      11. 3.2.11 Progress of the Digital Transformation Program
      12. 3.2.12 International Cooperation
      13. 3.2.13 Import phase-out and equipment manufacturer liaison
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Document for 2021

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3.2.5 Consumer liaison

Key existing forms and services provided by the Company:

  1. In-person format: customer service centers.
  2. Remote format: interactive channels, postal items, call centers

There is an increase in the number of requests forwarded to the Company by electronic channels every year. In 2022, the Company received 228,671 electronic requests (+6% YoYyear on year).

Requests breakdown MU 2020 2021 2022 2022/2021, %
In-person visits pcs 12,644 22,161 44,923 2.03
Contact center pcs 172,212 280,905 224,432 0.80
Postal items pcs 6,771 12,295 5,363 0.44
Online services pcs 170,220 194,449 203,886 1.05
other pcs 13,996 22,364 24,785 1.11

In 2022, the Company received 503,389 requests (+5% YoYyear on year), incl. 81,557 requests for services. The largest portion of requests accrues to requests related to connection (52%), power outages (25%) and fiscal metering (11%).

MU 2020 2021 2022 2022/2021, %
Total requests pcs 375,843 532,174 503,389 0.95
Low-quality service complaints (% of total requests) % 0.7 1.82 3.1 1.6

During the reported period the Company achieved the target QoS values, set by the state regulators. In 2022, the Company conducted regular surveys among its customers on the quality of rendered services. Average QoS score (using 5-point scoring system) in 2022 totaled 4.4 (for call centers), 4.7 (for customer service centers), 3.6 (for feedbacks on requests).