In order to ensure the high quality of services to our customers, we have adopted the following internal regulations:
- Standards of Customer Service in Customer Service Offices,
- Standard of Telephone Service in the Distribution Contact Center,
- The Book of Complaint Process,
- Key Quality Guidelines for employees of Post-sale Service Divisions.
The direction of further standard raising in the above regard are defined by the Strategy of the Customer Service Area for 2020-2024 performed by ENEA Centrum.
In 2022, ENEA Centrum took action to improve the quality of service offered to refugees from Ukraine. The most important change was the simplification of procedures, including the possibility of signing energy supply contracts without a PESEL number – only an identity document is needed, such as a passport, a Schengen visa or a European Union residence permit.
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