A CTIVITY REVIEW OF QUALITY SERVICE CENTERS OF ENERGY COMPANIES AND CENTERS OF ELECTRIC POWER CONSUMERS PROTECTION Nurzat bdyrasulova, DIRECTOR, Social fund UNISON Co-chair of Supervisory Board on FESTI of Ministry of Energy and Industry Bishkek, 25 of February 2012 E LECTRIC POWER AS A PRODUCT AND SERVICE 1) High-quality supply (product): Quality: ( U=220 5% ), Supply continuity: ( max 1 cut-off/month ) Reliability and safety. 2) High-quality service: Provission of information Client-centeredness C ENTERS OF H IGH -Q UALITY S ERVICE CH QS is a center of follow up of electric power provider with his consumers is organized in headquarters of license holder (in distribution zones) and includes responsibilities of: public receiving office; trust line; press-secretary; supervisory control of service quality of electric power customers T ASKS OF CHQS ( QUOTATION FROM THE REPORT OF JSC J ALALABADELECTRO CHQS): Explanation of conducted state policy in energetic field to the electric power consumers ; Support of the transparency principle in the activity of distribution electric companies for society and mass media; Improvement of companys activity with the implantation of advanced ideas of customer service; Creation of supportive image of distribution electric companies and improvement of public trust to the activity of electric network; Assistance to electric power consumers in exercise of rights to use electric power; Improvement of service quality provided in electric power industry R EGULATORY STRUCTURE : Contract on electric service, Provision n center of quality service and supervisor of quality service License holders customer service standard : Sets general requirements of customer service (in presence, in absence, call-center, on-line, by mail etc.), mechanisms and rules of its work ConfigurationCriteriaParameters (average number) Service center in presence Administrator servicingWait in queue10 minutes Reception5 minutes Consultancy manager servicing Wait in queue20 minutes Reception15 minutes Call agent (inspector-cashier) servicing Wait in queue20 minutes Reception10 minutes Total customer service timeNo more than 60 minutes CHQS M ANAGEMENT AND ACTIVITY STRUCTURE : Economic controlechnical control Informational connection inistry of energy Thus, Centers of high-quality service are the centers of follow up of electric power provider with his consumers State department on FEC regulation State inspectorate on energetic and gas Distributing electric companies CHQS 1. E XPLANATION AND PROVISION OF INFORMATION ( ON THE EXAMPLE OF JSC S EVERELEKTRO WEB - SITE ) About company Management Contacts Press-center News Photo Answers and questions Residential user Balance Rates Payment acceptance outlet Prices NPA Trust line 1. E XPLANATION AND PROVISION OF INFORMATION ( OTHER COMPANIES ) JSC Vostokelektro - updating is periodical, irregular JSCshelektro - refreshment is very rare, last news from 26 december JSC Jalalabadelektro - web-site is not working since 23 December 2011 9 2. A CTIVITY OF PUBLIC RECEIVING OFFICE ( ON THE EXAMPLE OF JSC VOSTOKELEKTRO FOR 2011 ) 2. A CTIVITY OF PUBLIC RECEIVING OFFICE CHQS REPORT : How it is classified? What is quality of service? 2 main categories: Quality of service and quality of electric power Class of problemsJSC VostokelektroJSC OshelektroJSC Jalalabad Elektro JSC Sever Elektro Limited consumption regime Wrong extension of invoices Quality of service Quality of electric power supply Replacement of energy accounting meter Drawing up act On the matter of employment Total for 11 CHQS REPORT ( DYNAMICS OF HANDLING ): How the gradation goes? What is explained and decided? 3. I NFORMATION LINK AND PROVIDING INFORMATION : Briefings with the participation of civil society and consumer organizations, as well as with the representatives of distributive companies On the example of JSC Jalalabadelektro - 32 video reports on JTR, 8 video reports on ElTR, 14 broadcasts on 7 channel + video clip, 8 messages on radio Kyrgyzstan obondoru; 9 articles in regional newspaper kyikat 4 articles in regional newspaper Aimak, 41 messages on Akipress web-site, 6 messages - 24.kg web-site. C ENTERS OF ELECTRIC POWER CONSUMERS PROTECTION : EPC P are the organizations of civil society, Working in the level of practical application : lend consultative assistance to citizens on the matter of electric power, instruct people, protect the rights of citizens in the sphere of energy power supply, Promoting development of constructive dialogue with energy distributive companies; C ENTERS OF ELECTRIC POWER CONSUMERS PROTECTION : PA Novator, Ananyevo v., Issyk- Kulskiy rayon PA Novator, Grigoryevka v. IC FPA SZN Karakol PASZN, Teploklyuchenka v. Ak-Suiskiy Rayon, Issyk-Kul PA Elsen, Kara-Balta c., Jailskiy rayon, Chui PAElsen, Kant c., Ysykatinskiy rayon, Chui PA SZN, Kyzyl-Suu v., Djetyoguzskiy rayon, Issyk- Kul Target groups: JSC Vostokelektro, Severelektro - directorship and inspectors; Local government administration (LGA), Population and pressure group (district heads, local courts of aksakals etc.) CEPCP, Kadamjai uts CEPCP Naryn c. CEPCP, Osh CEPCP, Djalalabad CEPCP, Tokmok c. W ORKING METHODS OF EPCP: Creation of constructive interaction three-way partnership LGA, REC, Providing people with information about rights and responsibilities of a consumer and a provider, about mechanisms of electric power consumers protection; Reception of consumers appeals on the matters of electric energy consumption (Public receiving office); 1. D IALOGUE FORMATION Trilateral memorandum JSC Vostokelektro, regional administration of Issyk-Kul, initiative group on the matter of electric power supply; Conducting roundtable discussion in the presence of distributive companies (distribution zones, power supply company, SKO), local government administration 2. I NFORMATION ACTIVITY Information material are prepared by SF Unison in 3. A CTIVITY OF PUBLIC RECEIVING OFFICES ( FOR 7 MONTHS, IN 2 PILOT OBLASTS ): For 7 months 157 claims examined, 34 at the stage of dealing 3. A CTIVITY OF PUBLIC RECEIVING OFFICES ( COMPLAINTS RESOLUTION ) Complaints about electric power supply are resolved: Directly by an employee of distribution zones/distributive company By the manager of SKO; Less frequently on the level of REC directory; Less frequently in a court case. C ONCLUSIONS : Matter of quality service improvement is on the initial phase of development: mechanisms of lodging a complaint and solving system problems are not mastered and effective enough; Quality service improvement and interaction with consumers may significantly elevate transparency and accountability; Improvement of peoples legal literacy is an effective support of transparency; Active participation of people, consumer groups, controllers and mass media is an essential element T HANK YOU FOR ATTENTION ! Nurzat Abdyrasulova, DIRECTOR, Social Fund UNISON Co-chair of Supervisory Board on FESTI of Ministry of Energy and Industry Bishkek, 25 of February 2012