National Commission for the State Regulation of Energy developed the draft resolution “On launch of the call-centers by entities that supply electricity at regulated tariff” and Head of State Service on Regulative Policy of Ukraine Michael Brodsky approved the draft regulation introducing call centers for electricity consumers.
The project assumes that the servises of call centers will include: providing information to subscribers, customer surveys, collecting and processing the data from subscribers for further analysis.
The general requirements towards the call centers are 24/7 availability, free service, electronic subscribers database maintenance, information security and personal data guarantee in accordance with the law.
Call-centre Assistants will inform customers about planned interruption or break down in the supply chain and the approximate time of repairs and power supply restoration, also provide information on the debt, indicating the amount of debt and the deadline for payment etc.
These requirements are mandatory for entities that supply electricity at regulated tariff when the number of customers exceeds 100 thousand people.
The project is designed in accordance with the National Action Plan for 2013.