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      1. 3.2.1 Network Exploitation and Grid Asset Consolidation
      2. 3.2.2 Development of the Grid Complex
      3. 3.2.3 Connection
      4. 3.2.4 Electricity Transmission
      5. 3.2.5 Additional (non-tariff) services
      6. 3.2.6 Consumer liaison
      7. 3.2.7 Key RAS metrics
      8. 3.2.8 Key IFRS metrics
      9. 3.2.9 Tariff Policy
      10. 3.2.10 Investments
      11. 3.2.11 Innovations
      12. 3.2.12 Progress of the Digital Transformation Program
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3.2.6 Consumer liaison

With a view to improve the level of customer service, the year 2021 was declared the year of customer service. The Company established “Proservis” program designed to create a customer-friendly model of interaction and enhance customers’ loyalty.

The Company adopted the following customer-friendly tenets:

  1. The Customer is the focus of attention.
  2. The Customer sees us as experts and trusts us.
  3. The Customer sees our progress.
  4. Omnichannel is the basis of service.

Key existing forms and services provided by the Company:

a) In-person format: customer service centers.

b) Remote format: interactive channels, postal items, call centers:

There is an increase in the number of requests forwarded to the Company by electronic channels every year. In 2021, the Company received 532,174 requests (+21%YoYyear on year). The largest portion of requests accrues to requests related to connection, power outages and fiscal metering. During the reported period the Company achieved the target QoSquality of service values, set by the state regulators. In 2021, the Company conducted a survey among its customers aiming at improving Company’s practices and creating the most comfortable conditions for its customers. Average QoSquality of service score (using 5-point scoring system) in 2021 totaled 4.13 (for call centers) and 4.7 (for customer service centers). Customers also assessed the quality of request response at 3.5.