No cases of signed bills or inaccurate electricity meters were detected during the checks carried out in the framework of the “ENERGY TRANSPARENCY” campaign

The campaign was initiated by ENERGO-PRO to check higher electricity bills than usual for the period

At the beginning of February ENERGO-PRO launched its own initiative “ENERGO Transparency” to check electricity bills of customers with consumption deviating from the usual for this period. In this campaign, customers were included on two signs:

4,500 customers who objected to a high January bill500 customers whose consumption for the month of January, after analysis, showed a drastic deviation from their usual consumption for the same period in the last 3 years.

Inspections within the campaign included checking the meter readings and power circuit. If necessary, customers' electricity meters were also checked with a reference instrument that establishes the measurement accuracy of the meter. The checks initiated by ENERGO-PRO within the framework of the campaign were carried out absolutely free of charge in the presence of the client or his representative. At the invitation of the company, some of the inspections were also attended by representatives of the media in order to observe greater transparency and correctness of the results.

So far, within the framework of “ENERGO Transparency”, 3650 complaints from customers about high electricity bills and 500 customers with atypical deviation in electricity consumption have been processed. All customers of the project have been checked on the readings and the power supply circuit of the electricity meter. In addition to 438 customers, the company's specialists also carried out checks on the electricity meters with a reference device. As a result of the benchmark checks carried out so far within the campaign, not a single meter outside its accuracy class has been found. Another 258 customers selected by the company for a benchmark check refused on the grounds that they were aware of the reason for their high bill, namely their actually higher consumption in that period.

Since the beginning of the year, 10,308 consultations have been carried out in customer service centers in connection with high electricity bills. Another 13,792 customers were consulted by phone, and more than 4,000 customers received a response from the company via email. The requests for deferred payment were approximately 4,400 and only 74 of them were refused due to lack of documents.

ENERGO-PRO continues its policy of transparency and open dialogue on all issues of concern to customers. The company is developing additional initiatives within the framework of “Energo-Transparency” to provide more information to customers and the public in relation to the overall activity of the company and on topics that directly affect customer service. The information is to be distributed to the customer service centers, on the company's website: www.energo-pro.bg and to any customer who uses the services of the 24-hour telephone 070016161 or e-mail: service@energo-pro.bg.