The call centers of electricity distribution companies are organized to forward the customer to an operator in 45 seconds.

Customer satisfaction is one of the most important priority in Turkish electricity distribution sector. Turkish Energy Market Regulatory Authority (EMRA), specified the procedures and principles for call centers, as an important platform to meet consumers.

According to these principles, the call centers must be organized to forward the customer to an operator in 45 seconds.

Call centers will categorize the complaints they have received. A tracking number will be created for each submission and this number will be reported to the customer.

The reply to these submissions will be made via e-mail, telephone, SMS or in writing according to the request of the customers. Each reply will be recorded in the call center system.

In a previous speech that Mustafa Yilmaz, Chairman of EMRA, underlined that customer satisfaction is very important and continued:

“According to principles determined by EMRA, at least 95 % of the citizens can reach to the call centers. Citizens can reach to an operator in 45 seconds.”

DSOs opened new call centers in 9 provinces

Last year, with the guidance of Ministry of Energy and Natural Resources and Energy Market Regulatory Authority, Turkish electricity distribution companies opened new call centers in 9 provinces for increasing the customer satisfaction and service quality.

The number of eligible consumers in electricity reached close to 4 million in Turkey.

By 2017, the limit of annual electricity consumption for being an eligible consumer has dropped from 3.600 kWh to 2.400 kWh. With this reduced figure, consumers who pay 82 TL (21 US $) for the electricity bill per month, become eligible consumers and get the right to choose their electricity supplier.

According to the latest Energy Exchange Istanbul (EXIST) data, the number of eligible consumers reached close to 4 million in April.

The number of eligible consumers increased by 9 percent in April compared to March.

Istanbul, Turkey's largest populated city, contains the largest number of eligible consumers totaling 981,329. Izmir and Antalya follow with 358,211 and 308,919 people, respectively.

Residential consumers were the largest group with 2.5 million followed by the business sector with 1.3 million eligible consumers.

Source: AA

Article
Smart Grid Technologies in Europe: An Overview
By: Luca Ardito , Giuseppe Procaccianti, Giuseppe Menga and Maurizio Morisio

“The old electricity network infrastructure has proven to be inadequate, with respect to modern challenges such as alternative energy sources, electricity demand and energy saving policies. Moreover, Information and Communication Technologies (ICT) seem to have reached an adequate level of reliability and flexibility in order to support a new concept of electricity network—the smart grid. In this work, we will analyse the state-of-the-art of smart grids, in their technical, management, security, and optimization aspects. We will also provide a brief overview of the regulatory aspects involved in the development of a smart grid, mainly from the viewpoint of the European Union.”

Read More…

Agenda

Workshop of Measurement of Customer Satisfaction and "Regulation Examples in European Markets"
May 12, 2017/Ankara, Turkey

Workshop of Supervision of Occupational Health and Safety in Electricity Distribution Sector
May 16, 2017/Meyra Palace Otel, Turkey

International Clean Coal Summit
May 18-19, 2017/Pulman Istanbul Convention Center, Turkey