Consumer relationsThe information in this section is based on the performance results of JSC Rosseti Kuban for January — November 2025 and the Kubanenergo branch of PJSC Rosseti South for December 2025.
GRI 2-25, 2-26
Rosseti South’s customer-oriented strategy continues to prioritise the needs of the Company’s clients and consumers. The key principle of the strategy is to build customer loyalty to the Company by providing high-quality services, comfortable customer experience, and effective interaction through corporate communication platforms.
Guiding principles for building consumer relations:
- Awareness of consumers about the Company and its services;
- Availability and efficiency of remote and interactive services of the Company;
- Transparency of consumer service business processes and fair complaint investigation.
In order to improve the quality of customer service and business processes for face-to-face and remote interactions with consumers, as well as to assess the quality of our services, the company has approved standards for the quality of customer service at PJSC Rosseti South.
The Company ensured that its face-to-face customer service system was transferred to an online environment. The majority of the Company’s interactions with service consumers are conducted via remote services hosted on the power grid services portal.
Indicators | UoM | 2023 | 2024 | 2025 |
|---|---|---|---|---|
Total number of messages | thousand | 1,927.8 | 2,054.6 | 1,708.8 |
Share of messages via digital channels | % | 8.6 | 8.9 | 8.9 |
Share of messages about inadequate quality of services | % | 0.8 | 0.8 | 1.0 |
Indicators | 2023 | 2024 | 2025 |
|---|---|---|---|
Service offices | 81.5 | 79.9 | 87.8 |
Contact Centre | 1,597.6 | 1,723.0 | 1,427.0 |
81.8 | 67.7 | 42.1 | |
Messages in electronic form | 168.2 | 183.7 | 151.8 |
Others | 0.6 | – | – |
Remote customer service via telephone
In 2025, remote consumer service through telephone communication still continues to operate as required by the Uniform Quality Standards for Customer Service of Rosseti Group, the Regulations on the Energy Hotline and the Regulations on the Unified Contact Centre of Rosseti Group.
PJSC Rosseti South has a single hotline number, 8-800-220-0-220, and a short code, 220. This number is based on the Unified Contact Centre of Rosseti Group. The contact centre for the Rostovenergo branch of PJSC Rosseti South fields the calls from Rostov Region numbers, while the contact centre of the Kubanenergo branch of PJSC Rosseti South handles calls from the Krasnodar Territory and the Republic of Adygeya.
Calls are received around the clock, without days off or breaks, in the 24/7/365 format.
The unified contact centre of Rosseti Group helped address the tasks of minimising lost calls, unifying the format of operator communication, and providing a comfortable and convenient experience for customers.
Remote interactive customer service via the Internet
PJSC Rosseti South makes sure that its services are available for all consumers, saving them time, providing more opportunities for feedback and active communication, and actively developing interactive services.
Interactive customer service is available in the Customers section of the branch page on the corporate website of PJSC Rosseti South.
Feedback channels for consumers are available at a single access point hosted on the power grid services portal of PJSC Rosseti (Портал-ТП.рф).
For added convenience, there is a mobile app, and customers can apply for a grid connection through the Gosuslugi Portal.
Assessment of the customer satisfaction with the quality of services and service standards
A regular survey of service consumers is conducted to gauge their perceptions of the quality of the services they receive. In 2025, the pool of respondents included 3,218 people.
Following the results of 2025, PJSC Rosseti initiated the survey of participants in national projects to measure their satisfaction with the quality of grid connection services. According to the findings, the CSI score across the Company was 9.61 c.u.
The statistical data obtained demonstrate that, on the whole, customers have a favourable opinion of the customer service and are content with the quality of the services provided at the branch.
- The Consumer section of the official website of PJSC Rosseti South was updated;
- Seminars and meetings were held with potential and existing customers in the regions where the Company operates to raise awareness of its services;
- Branches conducted a consumer satisfaction survey to gauge their satisfaction with the quality of services provided;
- The Consumer Day project on the Company’s official website was updated, and a new web interface for customer questionnaires was designed and implemented;
- The scenarios for handling incoming and outgoing calls via the Light Line 220 hotline of the Unified Contact Centre were revised;
- The quality of customer service on the hotline is continuously monitored.
- To improve robotic technologies (neural network agent) to handle incoming calls;
- To ensure that research, surveys and questionnaires of service consumers are made through the Light Line 220 hotline.
Objectives of PJSC Rosseti South to improve customer service for 2026: