1. N ETWORK OF C OMMUNITY E NERGY A DVOCATES AND ANALYSIS OF THE WORK OF E NERGY COMPANIES ’ C ENTERS FOR Q UALITY OF S ERVICE Darika Sulaimanova, Civic Foundation UNISON ww.unison.kg Bishkek, September, 26-27, 2011

2. A BOUT UNISON: Main activities on energy: - Public Interests in Energy Sector and governance; - Sustainable Energy (EE&RES); - Education and Training independent and non-profit organization working on international and national levels 2

3. I NTERACTION PLAN : Introduction: quality of electricity Centers for Quality of Service: Statistic data; Analysis of activities and reports, Questions for discussion. Community Energy Advocates (Centers for protection of consumers of electricity): Statistic data; Cases with improving of quality of services, Conclusion 3

4. Q UALITY : ELECTRICITY IS GOOD AND SERVICE 1) Good (product) of a special kind: Quality: ( U=220V ±5% ), Continuity: ( max 1 power outage in month); Reliability 2) service: territorial, organizational, informational availability of services

5. N ORMATIVE DOCUMENTS : Contract for Electricity Supply, Terms of Use Electricity, Standard of Service of Licensee’s Customers: defines the general requirements of customer service (by phone, mail, call-center, online, etc.), mechanisms and rules for their work

6. C URRENT MECHANISMS FOR CONSUMER : Customer Supplier (JSC «Severelectro») Rapid Response Service – for Bishkek - 185 Center of Quality of Services Public Reception of the Ministry of Energy Help-line Regulator (under the ME) State Inspectorate on Energy and Gas Public authorities Court Community Energy Advocates

7. 1. C ENTERS FOR Q UALITY OF S ERVICE : «... organized in the Head Offices of the Licensee with the inclusion of their duties following options: Public Reception; Help-Line; Press Secretary; Surveillance quality customer service of the consumers..» from the Regulation "On Centre for Quality of Service and Inspector for Quality of Service", the Ministry of Energy, No.318, 4.10.2010. 7

8. T HE MANAGEMENT STRUCTURE OF C ENTERS : Economical regulationTechnical regulation information The Ministry of Energy Thus, the Centers for Quality of Service is a Feedback Center of the Supplier with its customers The State Department on FEC Regulation The State Inspectorate on Energy and Gas Distribution companies Center

9. W EB - SITE OF JSC «S EVERELECTRO » About Us Structure Contacts Press Center News, Photos, Q&A For domestic customers Balance, Tariffs, Payments, Prices, Documents, Help-line

10. 10 S TATISTIC DATA ON C ENTER FOR Q UALITY OF SERVICES IN JSC “S EVERELECTRO ”

11. R EPORTS OF C ENTERS ( STRUCTURE OF CASES ): What is the process of classification? What is the quality of service? 2 main types: Quality of Service and Quality of Electricity

12. 12 R EPORTS OF C ENTERS ( CLAIMS PROCESSING ): What is the process of classification? What is "explained" and “decided“?

13. I SSUES ON INCREASING THE QUALITY OF SERVICES : WHO: Managers of quality of service - the former controllers and employees of energy distribution - protection of the interests of the company? WHAT: Quality Centers - a public reception, press center or supervision of quality? WHERE: structural location of quality centers - who are accountable, and whose interests? HOW: What kind of report should be provided? What kind of service quality indicators should be used? How to improve the quality?

14. 2. C OMMUNITY E NERGY A DVOCATES (CEA) IS : civil society organizations, working at the level of practical application - consultancy support to citizens on issues of electric supply, public education, protection of citizens' rights in the supply of electricity, promoting constructive dialogue with the electricity distribution companies

15. C OMMUNITY E NERGY A DVOCATES - NETWORK : ОО «Новатор», с.Ананьево, Иссык- Кульский район ОО «Новатор», с.Григорьевка ИК ФОО «СЗН» г.Каракол ОО «СЗН», с.Теплоключенка, Ак-Суйский район, Иссык-Куль ОФ «Акцент», с.Тюп, Тюпский район, Иссык-Куль ОО «Элсен», г.Кара-балта, Жаильский район, Чуй ОО «Элсен», г.Кант, Исыкатинский район, Чуй ОО «СЗН», с.Кызыл-Cуу, Джетыогузский район, Иссык-Куль Target group: JSC«Vostokelectro», «Severelectro»; Local authorities, Local communities and initiative groups (local courts of elders, etc.).

16. S TATISTIC DATA ON CEA’ S ACTIVITIES (I SSYK -K UL REGION ) 7 months, 157 considered cases, 34 cases in the process of dealing

17. C ASE 1: I NCREASING OF QUALITY OF SERVICE THROUGH EDUCATION OF PEOPLE ABOUT RIGHTS According to the agreement, meter and wires before him are the property of the Distributor; The established practice of areas of electrical networks - guidance to consumers to buy wires and meters themselves as the responsibility of consumers; Series of information share and distribution of information material among the public - with an explanation of the basic rights and obligations of both sides; As a result - restriction of the practice of purchasing meters without compensation.

18. C ASE 2: I MPROVING OF QUALITY OF SERVICE THROUGH THE PUBLIC PARTICIPATION Ananyevo village, Issyk-Kul region: controllers bring to the consumers electricity bills with the specific date of payment - 3-5 days after the readout; The established practice of areas of electrical networks – disconnection of electricity supply on next day in case of nonpayment, or they simply charge "connection fee"; With the support of CEA the statement-complaint were made ​​ by citizens, and was carried out a meeting of Local authorities, CSO specialists, controllers and public; The results of the meeting -were an increase in the payment term up to 10 days (by the contract), the cancellation of connection fees.

19. C ONCLUSION : Issues of improving the quality of service is in the initial phase of development; Improving the quality of service and interaction with customers can significantly increase transparency and accountability; Legal Literacy of the population is an effectively tool for improving transparency and quality of electricity supply; Active participation of local communities, consumer groups, the regulator itself and the media is required

20. T HANK YOU FOR ATTENTION ! Darika Sulaimanova, Civic Foundation UNISON www.unison.kg Bishkek, September, 26-27, 2011