DRAVA, KUPA, RJE»INA, LOKVARKA, LI»ANKA LIKA, DOBRA ...

electricity supply disruption due to planned works. Customer telephone number 9820 was replaced with a new
system (0800 300 4xx) covering the entire territory of Croatia. The number can be used by customers to submit
meter reading, file a complaint or receive the information they need. Besides the website and customer telephone,
in each distribution area customers can communicate directly – submit meter reading, receive the information they
need or file a complaint.
Supply Sections in each distribution area responsible for billing and payment collection for the electricity
supplied and for network use charges. They systematically follow and record provision of services, information and
complaints and process them as soon as possible. The Department for Tariff Customers’ Supply coordinates the work
of all Supply Sections and continuously monitors and oversees relevant indicators in order to ensure that customers
receive appropriate quality of service, in accordance with European standards.
RELATIONS WITH ELECTRICITY CUSTOMERS- HEP OPSKRBA
In its business operations HEP Opskrba d.o.o. is driven primarily by the basic principles of a competitive market
which means that the customer comes first. The company seeks to anticipate customer needs, inform and provide
its services to customers at the highest quality possible, taking care that the product it offers has certain specific
characteristics and the that the sale of the product and service to the customer has certain laws.
The priority is to provide fast information to customers using all possible modern communication options in
order for the customers to have all relevant information quickly and at a time most convenient to them. Available
to HEP Opskrba customer are Call Center, website and Facebook. Regular updates are made to facilitate the finding
of information.
Despite the strengthening of online communication, HEP Opskrba employees in 2010 responded to about
35,000 Call Center calls and sent more than 1,000 written answers. Besides, customers had at their disposal personal
customer assistant and also received information by postal letters and promotional leaflets and twice a month
through Newsletter with news and matters and events of interest from the area of energy.
In accordance with the legal obligation, but even more as an expression of social responsibility, HEP Opskrba
informs its customers and encourages them to use electricity efficiently. For key customers the company organized
in 2010 participation in ZUKE Conference where energy efficiency specialists presented to them the possibilities
and effects of the application, legal framework and obligations of business entities in the application of energy
efficiency.
In the next period HEP Opskrba will pay special attention to introducing additional services according to
customer needs.
RELATIONS WITH HEAT CUSTOMERS (HEP TOPLINARSTVO)
Besides carrying out its main task – reliable and quality supply of heat energy to all customers, in 2010 HEP
Toplinarstvo achieved an efficient communication with its customers.
In collaboration with HEP’s IT and Telecommunications Department, the project to customize NAPTOP application
to heat payment collection, developed as a new module for heat cost billing in accordance with legal
requirements and customer needs, has been completed. New forms of heat bills have been designed which enable
customers to see detailed data on billing and allocation of heat energy as well as data on the metering point and
on heat meter reading.
Residential customer bills have begun to be marked with 2D bar code which allows bills to be paid more
quickly and safely at Fina offices, Croatian Postal Service and banks, and since October 2010 bills have been issued
to customers in closed envelopes to secure protection of personal details.
In order to maximize the quality of service, HEP Toplinarstvo renovated its customer counters at its Zagreb
headquarters where customers can obtain all services related to payment of bills and change of personal details as
well as information on heat billing, debt or default interest. Consumer telephone number is in place as well as the
telephone number of 24/7 on-call staff for technical problems.
In 2010 HEP Toplinarstvo continued its good communication with heat customers by timely answering their
questions and complaints, and by educating and informing customers in informative leaflet, mass media and notice
boards in residential buildings.
RELATIONS WITH GAS CUSTOMERS (HEP PLIN)
Gas deliveries to customers in 2010 were timely read and billed. Relations with customers were at a satisfactory
level. Individual and occasional complaints, mostly related to meter reading and gas consumption billing, were being
resolved appropriately, to mutual satisfaction. The global economic crisis additionally aggravated financial state in
the economic and social environment so that in 2010 debt collection for natural gas sold, especially from commercial
category customers, was difficult and outstanding receivables for gas sold increased compared to the year before.
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HEP ANNUAL REPORT 2010 CHAPTER 4 - REPORT ON IMPACT ON HEP GROUP STAKEHOLDERS