SALES OF ADDITIONAL (NON-TARIFF) SERVICES

The largest amount of revenue from other activities is attributable to the provision of services for repair and maintenance of power grid facilities and outdoor lighting networks, deployment of telecommunications equipment, including fibre-optic communication lines, construction and installation works, as well as services related to the admission of third parties to the security zone of power grid facilities.

The Company renders services on a reimbursable basis to organise electricity metering, repair and operational maintenance of power grid facilities, joint use of poles, deployment of equipment, performance of construction and installation works, etc.

As of the end of 2023, PJSC Rosseti South concluded 29 compensation agreements for the rearrangement of the Company’s power grid facilities initiated by third parties.

The total amount of provisional compensation in cash under the concluded agreements amounted to RUB 2,218.28 million. Counterparties are commercial enterprises, local authorities, municipal and budgetary institutions within the Company’s footprint.

Revenue from the rearrangement of power grid facilities totalled RUB 52.9 million for 2023.

Measures for development and implementation of major projects in the area of other activities in 2023:

1work was carried out with LLC Svetoservis-Volgograd to install outdoor lighting as part of the Volgograd Region’s state programme “Energy Saving and Energy Efficiency Improvement” and contract work was carried out with JSC Energoservis Yuga to install outdoor lighting in the town of Lagan under the state programme to improve rural areas;

2meetings were organised with potential major counterparties for long-term cooperation, such as LLC Lukoil-Energoseti, JSC Novoshakhtinsky Oil Products Plant, JSC TEKSKOR, JSC Chernomortransneft and others;

3an agency contract was concluded with LLC Spetsavtokhozhstvo for subscription services and acceptance of payments from individuals, and an agency contract was concluded with MUE Elistavodokanal for cold water supply and wastewater disposal for consumers residing in the Republic of Kalmykia;

4for possible participation in competitive procedures on electronic trading platforms as a contractor of non-tariff services/works, PJSC Rosseti South arranged and conducted training on “Procurement Management for Corporate Needs. Procurement activities in accordance with Federal Law No. 44-FZ dated 5 April 2013 On the Contract System in the Sphere of Procurement of Goods, Work, and Services for State and Municipal Needs”;

5the Board of Directors of PJSC Rosseti South approved the Roadmap for the Development of Additional (Non-Tariff) Services of PJSC Rosseti South (hereinafter referred to as the Roadmap; Minutes No. 556/2023 dated 29 December 2023).

The Roadmap envisages a set of measures for the development and implementation of additional (non-tariff) services to achieve the target indicators of the Company’s business plan and increase the income from other activities in the total revenue.

Plans for 2024

Currently, Rosseti South is challenged with efficient development and a significant increase in other (non-tariff) revenue. A comprehensive approach to the development of all crucial criteria in this field will enable the achievement of the set targets for the non-tariff services. Particular emphasis is placed on the development of services in construction and installation, repair and maintenance works and execution of works within the remit of the applicant – “turnkey grid connection”. This will allow making a significant contribution not only to achievement of the targets but also to improvement of the financial and economic performance of the Company as a whole.

CONSUMER RELATIONS

GRI 2-25, 2-26, 3-3

The key principle of Rosseti South’s customer-oriented policy is to build customer loyalty to the Company by providing high-quality services, comfortable customer experience, and effective interaction through corporate communication platforms.

The requirements of the Uniform Service Quality Standards approved by Order No. 186 of the Ministry of Energy of the Russian Federation dated 15 April 2014 are met timely and in full, including requirements for customer service offices and mandatory disclosure of information on the Company’s official website.

In order to improve the quality of customer service, business processes of face-to-face and off-site interaction with customers, and customer service quality assessment, the Company put the Customer Service Quality Standards of PJSC Rosseti South in place, as well as approved the Declaration of Customer Rights of PJSC Rosseti South and posted it on the Company’s official website.

The in-person service system is moved to the internet within the Company’s service zone. Remote services based on the Power Grid Services Portal are the primary means of communication with service users.

Service via telephone communication

In 2023, the unified hotline number of PJSC Rosseti South, 8-800-220-0-220, continues to be available via the Unified Contact Centre of the Rosseti Group of Companies.

Operators receive and register incoming calls, advise service consumers as required by the Service Consumer Service Quality Standards on issues of power supply disruption, grid connection, additional services and other issues of the Company’s operations.

The unified contact centre of PJSC Rosseti South helped address the tasks of minimising lost calls, unifying the format of operator communication, and maintaining a comfortable and convenient environment for customers.

Internet service

Interactive customer service is available on the following Internet resources.

Corporate website of PJSC Rosseti South.

Rosseti Group’s power grid services portal (Portal-TP.RF) (including mobile version).

Federal State Information System “Unified Portal of State Services” (FSIS UPSS).

Light Country feedback portal.

Assessment of the customer satisfaction level

A questionnaire survey of service users is carried out on a regular basis to find out what they think about the quality of services they receive. In 2023, 381 respondents were surveyed.

The survey respondents assessed the degree of compliance of the offered services with their expectations, the overall quality of service, and the accessibility of the grid connection procedure.

The obtained statistic data prove that, in general, the consumers give a positive assessment of the customer service and are satisfied with the quality of services rendered in Rosseti South’s branches.

Measures to improve customer relations

In 2023, PJSC Rosseti South implemented the following measures to improve the quality of customer relations:

• A new Procedure for consideration of applications (complaints) of service consumers was approved and put into effect
• Amendments were made to the regulations and job descriptions of employees in terms of confirming the liability for the provision of low quality services
• 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
• A questionnaire survey of service consumers was conducted to assess their satisfaction with the quality of services provided
• The Declaration of Consumer Rights of PJSC Rosseti South was drafted and approved; it is available on the Company’s official website
• Interaction with ACO Dialogue Regions’ regional management centres in the regions where the Company operates was organised

The main objectives for improving customer experience are:

• To update and optimise scenarios for handling incoming and outgoing calls through the Bright Line 220 energy hotline
• To introduce a single short number 220 of the Bright Line 220 energy sector hotline
• To introduce robotic technologies (neural network agent) to handle incoming calls
• To monitor quality indicators for consumers of hotline services
• To ensure that research, surveys and questionnaires of service consumers are made through the Bright Line 220 hotline