Nurzat А bdyrasulova , DIRECTOR , Social fund « UNISON »

1. Activity review of quality service centers of energy companiesandcenters of electric power consumers protection Nurzat Аbdyrasulova, DIRECTOR, Social fund «UNISON» Co-chair of Supervisory Board on FESTI of Ministry of Energy and Industry Bishkek, 25 of February 2012

2. Electric poweras a product and service 1) High-quality supply (product): • Quality: (U=220В±5%), • Supply continuity: (max1cut-off/month) • Reliabilityand safety. 2) High-quality service: • Provission of information • Client-centeredness

3. is a center of follow up of electric power provider with his consumers is organized in headquarters of license holder (in distribution zones) and includes responsibilities of: • public receiving office; • trust line; • press-secretary; • supervisory control of service quality of electric power customers CHQS Centers of High-Quality Service

4. Tasks of CHQS (quotation from the report of JSC “Jalalabadelectro” CHQS): • «Explanation of conducted state policy in energetic field to the electric power consumers ; • Support of the “transparency” principle in the activity of distribution electric companies for society and mass media; • Improvement of company’s activity with the implantation of advanced ideas of customer service; • Creation of supportive image of distribution electric companies and improvement of public trust to the activity of electric network; • Assistance to electric power consumers in exercise of rights to use electric power; • Improvement of service quality provided in electric power industry”

5. Regulatory structure: • Contract on electric service, • Provision «Оn center of quality service and supervisor of quality service” • License holder’s customer service standard : • Sets general requirements of customer service (in presence, in absence, call-center, on-line, by mail etc.), mechanisms and rules of its work

6. Informational connection Economic control Тechnical control CHQS Management and activity structure: Мinistry of energy State inspectorate on energetic and gas State department on FEC regulation Distributing electric companies CHQS CHQS CHQS Thus, Centers of high-quality service are the centers of follow up of electric power provider with his consumers

7. 1. Explanation and provision of information(on the example of JSC «Severelektro» web-site) • About company • Management • Contacts • Press-center • News • Photo • Answers and questions • Residential user • Balance • Rates • Payment acceptance outlet • Prices • NPA • Trust line

8. 1. Explanation and provision of information(other companies) • JSC «Vostokelektro» - updating is periodical, irregular • JSC«Оshelektro» - refreshment is very rare, last news from 26 december • JSC «Jalalabadelektro» - web-site is not working since 23 December 2011

9. 2. Activity of public receiving office (on the example of JSC “VOSTOKELEKTRO” for 2011 ) 9

10. 2. Activity of public receiving officeCHQS report: How it is classified? What is quality of service? 2 main categories: Quality of serviceandquality of electric power

11. CHQS report (dynamics of handling): How the gradation goes? What is «explained» and «decided»? 11

12. 3. Information link and providing information : • Briefings with the participation of civil society and consumer organizations, as well as with the representatives of distributive companies On the example of JSC “Jalalabadelektro” - • 32 video reports on “JTR”, • 8 video reports on “ElTR”, • 14 broadcasts on “7 channel” + video clip, • 8 messages – on radio “Kyrgyzstan obondoru”; • 9 articlesinregional newspaper “Аkyikat” • 4 articlesin regional newspaper “Aimak” , • 41 messages on “Akipress” web-site, • 6 messages - «24 .kg» web-site.

13. are the organizations of civil society, • Working in the level of practical application : lend consultative assistance to citizens on the matter of electric power, instruct people, protect the rights of citizens in the sphere of energy power supply, • Promoting development of constructive dialogue with energy distributive companies; EPCP Centers of electric power consumers protection:

14. Centers of electric power consumers protection: CEPCP, Tokmok c. PA «Novator», Ananyevo v., Issyk-Kulskiy rayon PA«Elsen», Kant c., Ysykatinskiy rayon, Chui • JSC «Vostokelektro», «Severelektro» - directorshipand inspectors; • Local government administration (LGA), • Population and pressure group (district heads, local courts of aksakals etc.) PA «Novator», Grigoryevka v. PA «Elsen», Kara-Balta c., Jailskiy rayon, Chui CEPCP – Naryn c. PA«SZN», Teploklyuchenka v.Ak-Suiskiy Rayon, Issyk-Kul CEPCP, Osh CEPCP, Djalalabad CEPCP, Kadamjai uts ICFPA «SZN» Karakol PA «SZN», Kyzyl-Suu v., Djetyoguzskiy rayon, Issyk-Kul Target groups:

15. Working methods of EPCP: • Creation of constructive interaction –three-way partnership – LGA, REC, ОГО • Providing people with information about rights and responsibilities of a consumer and a provider, about mechanisms of electric power consumers protection; • Reception of consumers’ appeals on the matters of electric energy consumption (Public receiving office);

16. 1. Dialogue formation • Trilateral memorandum– JSC «Vostokelektro», regional administration of Issyk-Kul, initiative group on the matter of electric power supply; • Conducting roundtable discussion in the presence of distributive companies (distribution zones, power supply company, SKO), local government administration

17. 2. Information activity Information material are prepared by SF «Unison» in 2010-2011

18. 3. Activity of public receiving offices (for 7 months, in 2 pilotoblasts): For 7months 157 claims examined, 34 – at the stage of dealing

19. 3. Activity of public receiving offices (complaints resolution) Complaints about electric power supply are resolved: • Directly by an employee of distribution zones/distributive company • By the manager of SKO; • Less frequently – on the level of REC directory; • Less frequently – in a court case.

20. Conclusions: • Matter of quality service improvement is on the initial phase of development: mechanisms of lodging a complaint and solving system problems are not mastered and effective enough; • Quality service improvement and interaction with consumers may significantly elevate transparency and accountability; • Improvement of people’s legal literacy is an effective support of transparency; • Active participation of people, consumer groups, controllers and mass media is an essential element

21. Thank you for attention! NurzatAbdyrasulova, DIRECTOR, Social Fund «UNISON» Co-chair of Supervisory Board on FESTI of Ministry of Energy and Industry Bishkek, 25 of February 2012