Organization of Interaction with Service Customers

The main function of the units carrying out interaction with service customers of PJSC Kubanenergo is ensuring rapid and easy solution of issues related to technological connection, electric power transmission, organization of the electricity accounting and additional services for citizens and legal entities in the territory of the Company’s operational responsibility.

In order to ensure the provision of high quality services, the Company established and successfully operates 12 customer Service Centers and 38 customer Service Points in the districts of electric grids. In 2015, the Company opened such customer Service Center in Ust-Labinsk RES.

Remote customer service of PJSC Kubanenergo is organized through the Call Center work with a single federal number of 8-800-100-15-52. Call Center operators promptly inform the population of the Krasnodar Krai and the Republic of Adygea on various issues related to power supply and time of emergency recovery works and scheduled repairs. Besides, employees of the Call Center accept messages from customers on the facts of electric power theft and consult on technological connection and other Company’s services. In 2015, the Company organized reception of customers’ applications, including complaints, received by the Call Center of PJSC Kubanenergo.

In 2015, over 255 thou customers addressed the Call Center of PJSC Kubanenergo.

In 2015, the Call Center of PJSC Kubanenergo received:

  • 4,710 complainants from customers (including 2,304 reasonable ones ) that is by 578 complainants more than in 2014; 
  • 56 reviews (thanks) that is by 39 reviews more than in 2014.

In 2015, the Company received complaints on the following questions

In 2015, the Company received complaints on the following questions

Customers’ complaints were considered, measures were taken to eliminate their causes.

PJSC Kubanenergo also provides on-line customer service on the web-site www.kubanenergo.ru, - section For customers / Customer service center via:

In order to develop interactive services in 2016, PJSC Kubanenergo will expand the Personal Account functionality with regard to technological connection and customer services.

In 2015, 1,195 application from customers were received through the Internet Reception and Client’s Personal Account. In comparison with 2014, the number of such applications increased by 765, or by 178 %.