Hotline of power engineering specialists:
During 10 months of 2016 IDGC of Centre received 825,000 customer requests. Of these, 31% - information requests, 30% - applications for provision of services, 21% - requests for reference information or consultations with specialists, 18% - others.
If we look at individual topics of citizens, the number of calls related to grid connection issues significantly reduced. Since 2014 IDGC of Centre has been actively performing work to inform consumers about the grid connection procedure and its sequence, implementation of measures of the "Road Map" "Improving availability of energy infrastructure". On information boards in the Customer Service Centres (CSC) and customer service offices materials on connection to electric grids of IDGC of Centre are posted, when receiving grid connection requests customers are offered memos. Execution of work by contractors and timely provision of offers grid connection contracts under requests is supervised weekly.
During 10 months of 2016 the number of requests for power outages, transmission and quality of electricity decreased by 21% compared to the same period of 2015. This is due to the additional work to increase citizens’ awareness about upcoming scheduled outages (information is posted on the Company’s website, information boards in the Customer Service Centres and customer service offices, official sites of administrations of municipalities), as well as ongoing activities that increase the quality and reliability of electricity supply to customers.
The activities that increase the quality and reliability of power supply include: replacement of bare wire with self-supported insulated wire on overhead lines, as well as for a larger cross-section wire; installation of voltage boosters in the 0.4 kV distribution network and reclosers in the 10 kV network, which helps stabilize the voltage level; replacement of complete transformer substations for pole-mounted ones, which are moved closer to consumers and cover a smaller number of electricity consumers, which greatly simplifies the task of maintaining reliable and quality supply of energy; installation compensation filters and others.
IDGC of Centre’s branches on a regular basis hold round table discussions with customers, where they have the opportunity to ask IDGC of Centre’s experts questions. In addition, each customer has the opportunity to seek clarification from the Customer Service Centres and customer service offices in any convenient way (personally: in the Customer Service Centres, customer service offices and other subdivisions of the Company; remotely: through a phone call to the Contact Centre or a branch, sending a request by mail of Russia, sending a fax, leaving a written request in the customer box; interactively: e-mail, Internet-reception, портал-тп.рф) and promptly solve an urgent question for him or her.