Our Clients
We serve several million customers. We sell energy to over 2 million households and more than 200 thousand business Customers. Our distribution company Enea Operator serves over 2.4 million customers.
We have both individual as well as institutional Clients, such as companies, housing associations (MPEC Białystok), schools and local governments (eg. Enea Oświetlenie).
Rules for taking care of Clients
Customer satisfaction is the most important for us. We wish that Clients buy energy from us. Therefore, we introduce many changes in the organization itself, we develop and try to simplify contact with us.
On the other hand, we must be guided by a number of regulations, guidelines and procedures to achieve a high level of service. We also join voluntary projects like ‘Best Practices of the Electricity Retailers’. Enea has joined these practices in 2014 as it passed the audit for compliance with the Code of Best Practice.
A result of our care is not only a better service, but also lack of penalties resulting from non-compliance with laws and regulations.
Click to see a selection of principles that guide us in our business operations:
- Procedures for changing supplier
- Procedures for determining the connection conditions and concluding agreement
- Procedures for execution and settlement of the connection
- Procedure for collection and analysis of data concerning the process of connecting Customers
- Manual for calculation of distribution services billing corrections in Enea Operator Sp. z o.o.
- Instruction of transmission and maintenance of the distribution network
- Instruction for receiving and recording Customer requests, processes of Customer service and complaints of provided services
- Principles of debts recovery
- Rules of debt releasing, writing off overdue and uncollectible receivables and performing revaluation write-downs of receivables
- Procedures for connection and concluding agreement for provision of electricity distribution services for micro-installations
- Procedures for inspection of measurement systems, abiding by the agreements and the accuracy of settlements by representatives of Enea Operator Sp. z o.o.
- Tariff for electricity distribution services Enea Operator Sp. z o.o.
- Templates for correspondence with Enea Operator Sp. z o.o. Customers
- Principles for determining the connection power and determination of the connection fee for multi- unit buildings
- Principles for determining the connection power when ordering by Customers contractual capacity
- Rules for connecting renewable energy sources
- Principles of implementation of the General Distribution Agreements for comprehensive services
- Settlement rules of electricity distribution services resulting from the change in the definition of the final recipient
- Program of Providing a Non-discriminatory Treatment of the Enea Operator Sp. z o.o. Distribution System Users
- Procedure of Client service
- Standards for Client Service in Contact Centre
- Procedure for handling complaints
- Instruction of user testing and expert opinions of electric meters
- Manual of repair and legalization of electricity meters
- Integrated Quality Management System, Environmental, Health and Safety in accordance with the requirements of PN-EN ISO 9001:2009, PN-EN ISO 14001:2005, PN-N-18001:2004, OHSAS 18001:2007, within: generation and trade of electricity, generation, transmission and distribution of heat.
Your data is safe with us
By entering into a contract with us, you are certain that your data is safe. We have adequate regulations that protect your personal information. As a result we haven’t had any complaints regarding breaches of customer privacy and loss of personal data in 2014.
Examples of regulations:
- „Security policy within processing of personal data in Enea SA"
- „Instruction of IT system management which processes personal data in Enea SA"
- „Personal Data Security Policy" Enea Centrum,
- „Manual for processing of personal data" Enea Centrum,
- Each contract signed with Enea Operator Customers contains provisions guaranteeing the protection of personal data.