Turkey: New criteria planned for power distribution companies

24. May 2016. / SEE Energy News

The Ministry conducted a review to evaluate these 21 companies in which they asked the consumers whether they were happy with their power distribution services, whether they have dealt with their power distribution companies in the last 6 six months due to any problem and whether their problems were resolved easily.

Turkish Minister of Energy Berat Albayrak announced the implementation of new criteria for power distribution companies in order to increase the customer satisfaction in this sector.

Minister Albayrak said this after the meeting with the representatives of 21 Turkish power distribution companies. He said that the companies would have responsibilities in four key areas, each of which has its own evaluation criteria, adding that the companies will be graded upon their evaluation results after a series of reviews and checks.

Power distribution companies will have to offer written feedback on customers’ complaints within 15 days and answer consumers’ calls within 30 seconds in company call centers. The Ministry of Energy will closely follow whether companies offer supply quality and consistency, undertake the necessary investments, offer good customer service and establish a functioning communication service.

This means that any power interruptions and their frequency will be determined upon a consumerbased feedback system. The Ministry will also make planned and unplanned auditing in order to ensure that power distribution companies make required investments, which will be defined in cooperation with Energy Market Regulatory Authority (EPDK).

The Ministry conducted a review to evaluate these 21 companies in which they asked the consumers whether they were happy with their power distribution services, whether they have dealt with their power distribution companies in the last 6 six months due to any problem and whether their problems were resolved easily. According to the survey, the call center service was the failing point for many companies.

Minister Albayrak stressed that Turkey has the world’s fifth and European second largest electricity distribution network, with almost 40 million customers and an area of 780,000 square kilometers. He noted that a total of over 30 billion euros will be invested in Turkish distribution network in the next ten years, transmits Serbia-energy.eu

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