2014 Annual report

Improvement of Consumer Relations

For purpose of improving the customer service effectiveness and as per Order of JSC IDGC of the North-West No. 75r dated February 18, 2014, the Company’s Department of HR Management and Organizational Structure organized and conducted the social and psychological study of working conditions and personal characteristics of the specialists responsible for work with clients. In addition, psychologists of the branches conducted trainings on stress resistance for personnel of Customer Service Centers.

Since February 01, 2014, JSC IDGC of the North-West in accordance with the Decree of the Government of the Russian Federation No. 1131 dated December 09, 2013 receives online applications for grid connection to electric grids of voltage class up to 10 kV from the individuals having power receiving devices with capacity of up to 150 kW, so the applicants are able to track processing of their applications in real time.

This service is aimed at simplifying the process of grid connection and allows the clients to file their requests without visit to the office, to send the required documents to the company and to receive notices on processing stages.

On October 01, 2014, JSC IDGC of the North-West launched a new official website http://www.mrsksevzap.ru/ that united all the electronic resources of the Company on one platform. In For Clients section of the website one can choose the region that is convenient for website users. After choosing the region, the user can see only the information relevant for his region. The website enables to file application for grid connection, application for additional paid services, for recovery of technical conditions, etc., and to file requests, complaints or suggestions.

The Company launched the project 8-800 — Connect to the Power Grid without Leaving Home that enables to file application for grid connection by calling free telephone 8-800-700-14-71 and file applications for “turnkey” connection to the power grid.

Since October 2014, the pilot project has been successfully operating in Komienergo branch:

Since April 01, 2015, in accordance with the approved plan, this project is being implemented on the whole territory of operational responsibility of JSC IDGC of the North-West.

In August 2013, Consumer Councils of JSC IDGC of the North-West were formed on the territory of seven regions of the Northwestern Federal District. In 2014, the following issues were discussed on the meetings of these councils:

During these meetings, it was noted that Consumer Councils have become a platform for communication with consumers and a new instrument for receiving feedback, which is in complete accordance with the client-oriented policy of JSC IDGC of the North-West.

The following is planned for 2015 in order to improve interaction with consumers: