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

More documents

Recommendations

Info

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. 45 HEP ANNUAL REPORT 2010 CHAPTER 4 - REPORT ON IMPACT ON HEP GROUP STAKEHOLDERS
46 HEP ANNUAL REPORT 2010 CHAPTER 4 - REPORT ON IMPACT ON HEP GROUP STAKEHOLDERS COMPLAINT COMMISSIONS As required by the Consumer Protection Act, commissions are in place for customer complaints in 21 distribution areas of HEP ODS, in HEP-Toplinarstvo d.o.o. and HEP-Plin d.o.o. The commissions are composed of representatives of individual HEP companies or areas and representatives of consumer associations. Regionally organized complaint commissions allow a speedier complaint filing and processing procedure. NUMBER OF COMPLAINTS CONSIDERED BY COMMISSIONS OF HEP ODS − 2010 Reason for complaint TOTAL TOTAL Billing Inaccurate meter ACCEPTED REJECTED TOTAL ACCEPTED REJECTED Connection/ disconnection TOTAL ACCEPTED REJECTED Voltage conditions Other TOTAL ACCEPTED REJECTED TOTAL ACCEPTED REJECTED TOTAL ACCEPTED REJECTED 208 62 146 8 1 7 12 2 10 0 0 0 40 7 33 266 72 195 Reason for complaint Quality of supply services (regarding meter reading, billing, collection) TOTAL ACCEPTED REJECTED NUMBER OF COMPLAINTS CONSIDERED BY COMMISSIONS OF HEP-TOPLINARSTVO − 2010 Quality of heat energy (temperature in customer premises, temperature of hot water, steam parameters) TOTAL ACCEPTED REJECTED Change in connected load TOTAL ACCEPTED REJECTED Change at metering point (separation, linking, relocation of installations, etc.) Redistribution of quantity of heat supplied 10 3 7 4 3 1 1 1 0 3 1 2 2 0 2 20 8 12 NUMBER OF COMPLAINTS CONSIDERED BY COMMISSIONS OF HEP-PLIN − 2010 TOTAL ACCEPTED REJECTED 1 1 0 TOTAL ACCEPTED REJECTED TOTAL ACCEPTED REJECTED TOTAL TOTAL ACCEPTED REJECTED
Page 1 and 2: DRAVA, KUPA, RJE»INA, LOKVARKA, LI
Page 3 and 4: HEP ANNUAL REPORT 2010 2 HEP GROUP
Page 5 and 6: HEP ANNUAL REPORT 2010 CHAIRMAN’S
Page 7 and 8: HEP ANNUAL REPORT 2010 PRESIDENT’
Page 9: COMPANY PROFILE MISSION, VISION AND
Page 12 and 13: BASIC VALUES COMPETENCE AND CREATIV
Page 14 and 15: Plomin Holding d.o.o. develops loca
Page 16 and 17: ELECTRICITY PRODUCTION The Governme
Page 18 and 19: SHORT HISTORICAL OVERVIEW 1895 Firs
Page 21 and 22: 20 HEP ANNUAL REPORT 2010 CHAPTER 2
Page 29: HEP'S BUSINESS OPERATIONS IN 2010 B
Page 32 and 33: In 2010, the total electricity turn
Page 34 and 35: OPERATING EXPENSES The Group’s op
Page 36 and 37: ELECTRICITY SALES (GWh) 2010 2009 2
Page 38 and 39: CREDIT RATING In September 2010, St
Page 45: 44 HEP ANNUAL REPORT 2010 CHAPTER 4
Page 49: SUSTAINABLE DEVELOPMENT POLICY AND
Page 52 and 53: ECOLOGICAL NETWORK Upon the coming
Page 54 and 55: WASTE During 2010, the years-long t
Page 56 and 57: ACTIVITIES AND ACHIEVEMENTS IN HEP
Page 61 and 62: HEP ANNUAL REPORT 2010 60 CHAPTER 6
Page 97 and 98:
HEP ANNUAL REPORT 2010 96 CHAPTER 6
Page 99 and 100:
HEP ANNUAL REPORT 2010 98 CHAPTER 6
Page 101 and 102:
100 HEP ANNUAL REPORT 2010 CHAPTER
Page 103 and 104:
Page 105 and 106:
Page 107 and 108:
Page 109 and 110:
Page 111 and 112:
Page 113 and 114:
Page 115 and 116:
Page 117 and 118:
Page 119 and 120:
Page 121 and 122:
Page 123 and 124:
Page 125 and 126:
Page 127 and 128:
Page 129 and 130:
Page 131 and 132:
Page 133 and 134:
Page 135:
REPORTS BY HEP GROUP COMPANIES WITH
Page 138 and 139:
ORGANIZATION CHART HYDRO PRODUC- TI
Page 140 and 141:
ELECTRICITY AND HEAT PRODUCTION IN
Page 142 and 143:
EMPHASIS OF MATTER Revenue recognit
Page 144 and 145:
HEP-PROIZVODNJA d.o.o. STATEMENT OF
Page 146 and 147:
HEP-PROIZVODNJA d.o.o. STATEMENT OF
Page 148 and 149:
In conclusion, I can say that busin
Page 150 and 151:
FINANCIAL STATEMENTS INDEPENDENT AU
Page 152 and 153:
HEP OPERATOR PRIJENOSNOG SUSTAVA d.
Page 154 and 155:
HEP OPERATOR PRIJENOSNOG SUSTAVA d.
Page 156 and 157:
Overseeing the quality of services
Page 158 and 159:
FINANCIAL STATEMENTS INDEPENDENT AU
Page 160 and 161:
HEP OPERATOR DISTRIBUCIJSKOG SUSTAV
Page 162 and 163:
HEP OPERATOR DISTRIBUCIJSKOG SUSTAV
Page 164 and 165:
ORGANIZATION CHART ECONOMIC AFFAIRS
Page 166 and 167:
MODIFIED OPINION In our opinion, ex
Page 168 and 169:
HEP TOPLINARSTVO d.o.o. STATEMENT O
Page 170 and 171:
HEP TOPLINARSTVO d.o.o. STATEMENT O
Page 172 and 173:
ORGANIZATION CHART LEGAL AND GENERA
Page 174 and 175:
ENERGY BALANCE (10 3 m 3 ) 2009 201
Page 176 and 177:
HEP PLIN d.o.o. INCOME STATEMENT FO
Page 178 and 179:
HEP PLIN d.o.o. STATEMENT OF FINANC
Page 181 and 182:
Page 183 and 184:
Page 185 and 186:
Page 187 and 188:
Page 189 and 190:
Page 191 and 192:
Page 193 and 194:
Page 195 and 196:
Page 197 and 198:
196 HEP ANNUAL REPORT 2010 PUBLISHE
show all

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

Create successful ePaper yourself

Delete template?

Save as template?