ENERGO-PRO urged its customers to contact the company if they have concerns about January bills

Complaints in January 2013 — 6.5% less than last year

ENERGO-PRO urged its customers to contact the company if they have concerns about electricity bills for the month of January. Since the beginning of the year, the energy company has advised 2,130 domestic customers on the January bills on the 24-hour telephone 0700 161 61. Another group of clients received clarifications about the amount of their obligations and their individual reporting period from the consultants in the customer service centers. The easiest way to get a consultation with the experts of ENERGO-PRO is through the round-the-clock telephone, which is provided with a sufficient number of consultants in the call center of the company, for the fastest and quality service to the connected citizens.

From January 1 to February 8, 2013, 302 customers filed written complaints about high January bills. This figure is 6.5% lower than the amount of accounts complaints received during the same period in 2012. Complaints received so far represent 0.03% of the 1,020,000 points of consumption to which the company supplies electricity. Also, since the beginning of January, the company has accepted 400 applications for deferral of obligations, which is within the normal amount of applications of this type during the winter months. All complaints and requests for rescheduling are considered individually.

The average bill for the month of January 2013 of household customers is about 25% higher than the average bill for January 2012. Analyses show that 13.8% of this difference is due to the increase in electricity prices since 1 July 2012, while the rest of the increase is due to the longer reporting period included in the January accounts, the higher number of holiday weekends in 2012 and lower average temperatures. For example, in the reporting period included in the January 2013 account, the average temperature was 3.1 degrees lower than in the reporting period included in the January 2012 account. Also, in December, the average temperature is 8 degrees lower than the average temperature in November, which significantly affects electricity consumption in the winter months.

ENERGO-PRO carries out its activities transparently and is open for dialogue on all matters concerning customer service. The company has provided the necessary number of consultants to give an individual clarification on the formation of the account to each client who turns for information.