Darika Sulaimanova , Civic Foundation UNISON ww.unison.kg

NETWORK OF COMMUNITY ENERGY ADVOCATES

AND ANALYSIS OF THE WORK OF ENERGY

COMPANIES’ CENTERS FOR QUALITY OF SERVICE

Darika Sulaimanova,

Civic Foundation UNISONww.unison.kg

Bishkek, September, 26-27, 2011

ABOUT UNISON:

Main activities on energy:

- Public Interests in Energy Sector and governance;

- Sustainable Energy (EE&RES);

- Education and Training

independent and non-profit organization working on international and national levels

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INTERACTION PLAN:

Introduction: quality of electricity Centers for Quality of Service:

Statistic data; Analysis of activities and reports, Questions for discussion.

Community Energy Advocates (Centers for protection of consumers of electricity): Statistic data; Cases with improving of quality of services,

Conclusion

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QUALITY: ELECTRICITY IS GOOD AND SERVICE

1) Good (product) of a special kind:

Quality: (U=220V ±5%), Continuity: (max 1 power

outage in month); Reliability

2) service: territorial, organizational, informational availability of services

NORMATIVE DOCUMENTS:

Contract for Electricity Supply, Terms of Use Electricity,

Standard of Service of Licensee’s Customers: defines the general requirements of customer service

(by phone, mail, call-center, online, etc.), mechanisms and rules for their work

CURRENT MECHANISMS FOR CONSUMER:

Customer

Supplier (JSC «Severelectro»)

Rapid Response Service – for Bishkek - 185

Center of Quality of Services

Public Reception

Public Reception of the Ministry of Energy

Help-line

Regulator (under the ME)

State Inspectorate on Energy and Gas

Public authorities

Court

Community Energy Advocates

1. CENTERS FOR QUALITY OF SERVICE:

«... organized in the Head Offices of the Licensee with the inclusion of their duties following options:

Public Reception; Help-Line; Press Secretary; Surveillance quality customer service of the

consumers..»

from the Regulation "On Centre for Quality of Service and Inspector for Quality of Service", the Ministry of Energy, No.318, 4.10.2010 . 7

THE MANAGEMENT STRUCTURE OF CENTERS:

Economical regulation Technical regulation

information

The Ministry of Energy

Thus, the Centers for Quality of Service is a Feedback Center of the Supplier with its customers

The State Department on FEC Regulation

The State Inspectorate on Energy and Gas

Distribution companies

Center Center

Center

WEB-SITE OF JSC «SEVERELECTRO»

About UsStructureContacts

Press CenterNews,Photos,Q&A

For domestic customers

Balance,Tariffs,Payments, Prices,Documents,Help-line

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STATISTIC DATA ON CENTER FOR QUALITY OF SERVICES IN JSC “SEVERELECTRO”

REPORTS OF CENTERS (STRUCTURE OF CASES):

What is the process of classification?What is the quality of service?

2 main types: Quality of Service and Quality of Electricity

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REPORTS OF CENTERS (CLAIMS PROCESSING):

What is the process of classification?What is "explained" and “decided“?

ISSUES ON INCREASING THE QUALITY OF SERVICES:

WHO: Managers of quality of service - the former controllers and employees of energy distribution - protection of the interests of the company?

WHAT: Quality Centers - a public reception, press center or supervision of quality?

WHERE: structural location of quality centers - who are accountable, and whose interests?

HOW: What kind of report should be provided? What kind of service quality indicators should be used? How to improve the quality?

2. COMMUNITY ENERGY ADVOCATES (CEA) IS:

civil society organizations,

working at the level of practical application - consultancy support to citizens on issues of electric supply, public education, protection of citizens' rights in the supply of electricity,

promoting constructive dialogue with the electricity distribution companies

COMMUNITY ENERGY ADVOCATES - NETWORK:

ОО «Новатор», с.Ананьево, Иссык-Кульский районОО «Новатор»,

с.Григорьевка

ИК ФОО «СЗН»г.Каракол

ОО «СЗН», с.Теплоключенка, Ак-Суйский район, Иссык-Куль

ОФ «Акцент», с.Тюп, Тюпский район, Иссык-Куль

ОО «Элсен», г.Кара-балта, Жаильский район, Чуй

ОО «Элсен», г.Кант, Исыкатинский район, Чуй

ОО «СЗН», с.Кызыл-Cуу, Джетыогузский район, Иссык-Куль

Target group:

JSC«Vostokelectro», «Severelectro»; Local authorities, Local communities and initiative groups (local courts of elders, etc.).

STATISTIC DATA ON CEA’S ACTIVITIES(ISSYK-KUL REGION)

7 months, 157 considered cases, 34 cases in the process of dealing

CASE 1: INCREASING OF QUALITY OF SERVICE THROUGH EDUCATION OF PEOPLE ABOUT RIGHTS

According to the agreement, meter and wires before him are the property of the Distributor;

The established practice of areas of electrical networks - guidance to consumers to buy wires and meters themselves as the responsibility of consumers;

Series of information share and distribution of information material among the public - with an explanation of the basic rights and obligations of both sides;

As a result - restriction of the practice of purchasing meters without compensation.

CASE 2: IMPROVING OF QUALITY OF SERVICE THROUGH THE PUBLIC PARTICIPATION

Ananyevo village, Issyk-Kul region: controllers bring to the consumers electricity bills with the specific date of payment - 3-5 days after the readout;

The established practice of areas of electrical networks – disconnection of electricity supply on next day in case of nonpayment, or they simply charge "connection fee";

With the support of CEA the statement-complaint were made by citizens, and was carried out a meeting of Local authorities, CSO specialists, controllers and public;

The results of the meeting -were an increase in the payment term up to 10 days (by the contract), the cancellation of connection fees.

CONCLUSION:

Issues of improving the quality of service is in the initial phase of development;

Improving the quality of service and interaction with customers can significantly increase transparency and accountability;

Legal Literacy of the population is an effectively tool for improving transparency and quality of electricity supply;

Active participation of local communities, consumer groups, the regulator itself and the media is required

THANK YOU FOR ATTENTION!

Darika Sulaimanova,

Civic Foundation UNISONwww.unison.kg

Bishkek, September, 26-27, 2011