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      1. 3.2.1 Network Exploitation and Grid Asset Consolidation
      2. 3.2.2 Connection
      3. 3.2.3 Electricity Transmission
      4. 3.2.4 Additional (non-tariff) services
      5. 3.2.5 Consumer liaison
      6. 3.2.6 Key RAS metrics
      7. 3.2.7 Key IFRS metrics
      8. 3.2.8 Tariff Policy
      9. 3.2.9 Investments
      10. 3.2.10 Innovations
      11. 3.2.11 Progress of the Digital Transformation Program
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Document for 2023

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3.2.5 Consumer liaison

Key existing forms and services provided by the Company:

In 2024, the decrease of in-person visits totaled 15%YoY, with call center contacts grown by 104%. In 2024, the Company received 87,257 service requests (6% of all requests). During the reported period the Company achieved the target QoSquality of service values, set by the state regulators. In 2024, the Company conducted regular surveys among its customers on the quality of rendered services.

Average QoSquality of service score (using 5-point scoring system) in 2024 totaled 4.39 (for call centers), 4.87 (for customer service centers), 3.44 (for feedbacks on requests).