OREANDA-NEWS. September 28, 2007. The Management Board of RAO "UES of Russia" has approved the Customer Service Standard for electricity companies. The Standard is designed to improve efficiency of services provided to consumers of electricity during the period before RAO UES reorganization and in the post-reform sector.

The approved Standard specifies common requirements for the RAO UES subsidiary companies in customer relations, the rules for providing personal and remote services, including those delivered via the Internet. In particular, energy companies' websites will have FAQ sections where users will be able to view the list of and rates charged for the services provided by the company, submit a request for services, ask a question, and submit comments or complaints. Such section will also contain information on the benefits and subsidies available to the low income and socially disadvantaged people.

The Standard also sets out the peculiarities of energy retailing, network and heating supply operations to households and other retail consumers, as well as information support and other aspects of customer services.

Moreover, in order to implement a customer-centric approach, RAO UES subsidiaries will launch a CRM system and create dedicated CRM divisions.

Energy companies will ensure maximum transparency and accessibility of information on customer interaction procedures, including through development of information services, hotlines and internet portals. Energy companies will create CRM training and development systems for their employees.