Customers

The developments and changes in the energy market as a result of the ongoing energy transition are generating new challenges for both energy companies and customers. Thanks to legislative changes, including those applicable to renewable energy sources, customers have the opportunity to actively participate in the energy generation process and are becoming more and more active in the electricity system, constituting, as it were, a driver of change in the green technology market.

As the leader of change in the Polish energy sector, pursuing a climate-neutral strategy by providing environmentally friendly energy, modern energy services and an efficient and effective organisation, the PGE Group supports customers by ensuring stable and uninterrupted electricity and heat supply.

In 2023, the geopolitical and economic situation necessitated the implementation of solutions to protect energy consumers. The PGE Group took numerous initiatives to ensure that the difficult situation impacted customers as little as possible and did not affect the quality of service.

The following PGE Group companies offer their services to individual customers: PGE Obrót S.A., PGE Dystrybucja S.A. and PGE Energia Ciepła S.A. PGE Obrót, which is involved in the sale of electricity to customers in the PGE Group, served more than 5.6 million customers, who purchased more than 32 of electricity from the company in 2023. PGE Dystrybucja, a company licensed to distribute electricity and providing, as part of the PGE Group, services for the supply of electricity to consumers, supplied nearly 35.8 of electricity in 2023 in an area of 129,900¹km² km2 (nearly 40 per cent of Poland’s area), connecting nearly 87,000 consumers and over 78,000 installations to the grid.

PGE Energia Ciepła, Poland’s largest producer of electricity and heat generated in the high-efficiency process, operates 16 combined heat and power plants (with a thermal capacity of 6.9 GWt and an electrical capacity of 2.6 GWe) and district heating networks with a length of 700 km. The company generates heat for large Polish cities, including Cracow, Gdańsk, Gdynia, Wrocław, Rzeszów, Lublin, Bydgoszcz, Kielce and Szczecin. The company is also present in Toruń, Zielona Góra, Gorzów Wielkopolski, Zgierz and Siechnice, where it also distributes heat to end customers.

>5.6 million

customers served by PGE Obrót in 2023

32 TWh

of electricity was purchased by customers from PGE Obrót in 2023

near 35.8 TWh

of electricity in an area of 129,900 square kilometers was supplied by PGE Dystrybucja in 2023

16

PGE Enargia Ciepła power plants with a thermal capacity of 6.9 GWt and electrical capacity of 2.6 GWe

700 km

the length of PGE Energia Ciepła’s district heating networks

Policies and standard

High standards of customer service and service quality are two of the PGE Group’s priority objectives which are reflected in the adopted, consistently implemented and updated policies and other management documents.

With respect to retail sales, the most important objectives include the following:

the highest level of customer satisfaction in the market resulting from the quality of provided energy services

the development of professional energy services based on strong competencies

margin growth in the retail segment (annual average)

PGE Group companies providing services to customers within the range of their operations are guided, besides the Code of Ethics, the Code of Conduct for Business Partners or the Anti-Corruption Policy, by the principles of cooperation with customers described in regulatory documents such as: the Code of Best Practices for Distribution System Operators, the Service Quality Books, and the Customer Service Procedures and Standards. They concern the processes related to connecting customers to the grid, sales, after-sales and distribution services. Their main goal is to build partnerships with customers while providing them with the highest quality of service and support.

PGE Group customers expect fast, competent and comprehensive services. The above elements are reflected in the customer service standards adopted by the Group. Customer enquiries are dealt with within 14 days (up to 30 days if additional analyses and investigations are necessary). Among cases reported by customers, particular attention is paid to their complaints and grievances. Companies provide a variety of channels for the submission of complaints: from personal contact to online forms, with the latter becoming more and more popular as means of communication.

The area of communes in which PGE Dystrybucja S.A. operates. ↩︎

Customers of PGE Obrót S.A. are able to report complaints and grievances via:

the dedicated helpline (telephone no. 422 222 222),
online forms,
the eBOK/mBOK website,
electronically to the email address: serwis@gkpge.pl,
in person at any BOK [Customer Service Office],
traditional mail.

PGE Dystrybucja S.A. enables customers to contact it via various channels:

in person at any Distribution Customer Service Point,
by telephone and the emergency hotline for power cuts: 991, 22 340 41 00 (for the Warsaw conurbation), 41 241 44 11 (for the rest of the country),
by email,
by means of the contact form available on the company website: contact form or eForm,
by traditional mail.

PGE Energia Ciepła S.A. CHP Plant in Gorzów Wielkopolski

the dedicated helpline (telephone no. 95 733 41 00),
the 24-hour emergency hotline – 993 to report an emergency or 95 728 57 00,
electronically to the email address: info.ecg@gkpge.pl,
in person at the branch office (adopted for the requirements of disabled persons),
by traditional mail,
using the on-site correspondence inbox,
remote monitoring of node operation and remote reading of metering equipment.

PGE Toruń S.A.

the dedicated helpline (telephone no. 56 65 94 340),
the 24-hour emergency hotline – 993 to report an emergency,
electronically to the email address: bok.pgetorun@gkpge.pl,
in person at the Company head office (adopted for the requirements of disabled persons),
by traditional mail.

Elektrociepłownia “Zielona Góra” S.A. (“PGE EC ZG”)

the dedicated helpline (telephone no. 68 4290 300),
the 24-hour emergency hotline – 993 to report an emergency,
electronically to the email address: kancelaria@ec.zgora.pl, bok@ec.zgora.pl,
in person at the Company head office (adopted for the requirements of disabled persons),
by traditional mail.

Notifications from PGE Group customers are analysed and used to improve service processes. Reported cases are recorded in dedicated IT systems. Their handling is systematically monitored and reported. Customers’ notifications, including complaints and grievances, are a valuable source of information, and conclusions from their analysis often provide the rationale for making changes to internal processes. As a result, the standards of services offered by the PGE Group are constantly being raised. Complaints are subject to special analysis so that possible irregularities or abuses can be detected. These are recorded and monitored. Based on the results of the analyses carried out, corrective programmes are implemented to eliminate the occurrence of similar situations in the future.

In PGE Obrót, the company serving the largest number of customers, complaints accounted for 0.026 percent of all customers’ notifications made in 2023. The ratio of complaints submitted by customers to the Energy Regulatory Authority to all customers’ notifications registered with the company was 0.006 percent. The main channel for the receipt of complaints (approximately 66 percent) was remote channels: email, telephone. The challenges facing the energy industry in 2023 resulted in an increase in the overall number of notifications, including complaints, received by PGE Obrót by approximately 55 percent compared to those received in 2022.

Satisfaction indexes

In the PGE Group, marketing surveys are carried out on a regular basis, allowing for multidimensional monitoring of customer satisfaction to verify the application of the adopted standards.

Conclusions from ongoing research and analysis provide the rationale for changes in internal processes, thus contributing to the continuous improvement of the standards of the services offered.

Electricity pricing issues have a major impact on the way customers are served and generate new challenges for consultants and managers. In 2023, the handling of the government’s Anti-Inflation Shield and Solidarity Shield required a great deal of employees’ involvement and the adaptation of the procedures, processes and billing systems. Thanks to the joint effort, the Customer Satisfaction Index () for the assessment of the work of Customer Service Offices (CSOs) of PGE Obrót in 2023 recorded an increase in the case of both G (89.1 percent) and C1 (84.3 percent) customers.

CSI (Customer Satisfaction Index) Tarrif G

Download XLS

CSI (Customer Satisfaction Index) Tarrif C1

Download XLS

Thanks to its high service standards, PGE Obrót was awarded the Customer Friendly Company certificate for the eleventh time.

The granting of the certificate is preceded by a qualitative study carried out by independent auditors. The certificate is awarded directly on the basis of an independent opinion survey, conducted electronically, by telephone or by means of a questionnaire.

In the survey carried out by the Experience Institute, respondents indicated that they valued the high level and professionalism of service when contacting PGE Obrót. They also appreciated the stability of supply and energy security guaranteed by Poland’s largest power company. The highest rated aspect of the company’s approach to customers was the company’s reliability in keeping promises. Compared to previous year, there was an increase in positive ratings of good customer satisfaction (+5 p.p.). The percentage of customers agreeing that PGE cares about its customers also increased (+7 p.p.). In this survey, PGE Obrót achieved a score of 90 percent in 2023.

Results of the certification survey: Customer Friendly Company:

92 %

Readiness to recommend (90% w 2022 r.)

88 %

Approach to customers (86% w 2022 r.)

89 %

Overall satisfaction (89% w 2022 r.)

86 %

Customer Effort Score (84% w 2022 r.)

93 %

Quality of service (92% w 2022 r.)

91 %

Purchasing process (90% w 2022 r.)

An assessment of the services provided at PGE Obrót Customer Service Offices was also carried out. The company received very good ratings in this respect. The percentage of positive assessments of individual aspects ranged from 83 to 94 percent. It is noteworthy that customers gave higher ratings to the competencies of the PGE customer service personnel and the speed of resolution of reported problems (+3 p.p.).

Contact with the PGE Obrót helpline was also rated at a high level. Positive assessments accounted for 85-89 percent. Respondents rated the politeness of helpline consultants highest. Compared to the previous survey, the percentage of positive ratings for the efficiency of over-the-phone problem resolution processes also increased.

Business customers served by dedicated account managers also rated their work highly (86-93 percent of positive assessments). Also in this case, the politeness of the staff was rated the highest. On the other hand, the ease of contact with a dedicated account manager was rated lower.

As a reliable and trustworthy partner in the market, PGE Obrót was also certified for the following year as a company operating in accordance with the Good Practices of Electricity Sellers developed by the Association of Energy Trading (AET), based on an audit conducted in December 2023.

The company initiates various information activities to warn its customers against rogue energy sellers.

In 2023, work was completed on the “Customer Service Facilities Design Manual”, in line with the new concept for Customer Service Offices. The basic principles for the solutions presented in the manual was to strive for a model of a modern facility that is secure, customer- and employee-friendly and allows flexibility and versatility of arrangement. In 2023, six Customer Service Offices were refurbished: in Chełm, Radzyń Podlaski, Otwock, Busko Zdrój and Stalowa Wola. More facilities are planned for refurbishment in 2024.

Satisfaction with electricity supply services

For a customer satisfaction level, the issue of dependable electricity supply is of crucial importance. PGE Dystrybucja has been monitoring customer satisfaction with its services for nine years. Areas undergoing analyses include the connection process, contact with the emergency service office, the work of emergency service teams and information on planned outages. PGE Dystrybucja’s customers highly rate the work of one of the key areas, i.e. the operation of the 991 emergency hotline responsible for the handling of notifications of power cuts. The Consumer Satisfaction Index () has been hovering around 90 points for years – in 2023 it was 88 points.

Assessment of the work of number 991 CSI (0-100); source 4P Research Mix (2015-2020, 2022), ARC Market and Opinion (2021), Brainlab (2023)

Download XLS

Communication with customers

The changing environment and customer needs indicate the necessity to use multiple channels to communicate with customers. The development of such channels is a key element of the PGE Group’s strategy. The updating and unification of service provision standards will be the foundation for further development of the retail area focusing on ensuring energy and heat comfort for customers. This is supported by further initiatives, particularly with regard to remote handling.

In 2023, PGE Obrót introduced a number of customer service improvements, including:

the optimisation of:
- the eForms available on the website by making them more customer-friendly, e.g. the agreement execution form,
- the process of dealing with prosumers by means of remote channels, thus reducing the number of cases forwarded to the back office,
- the process of handling the sale of offers in the first contact with the simultaneous launch of the sale of offers in outbound campaigns,

an automatic data update function was set up within the helpline,
the operational continuity of the helpline was strengthened by opening an additional service unit in Chełm.

In 2023, a training course was held for PGE Obrót employees on the principles of using plain language. The course covered the following issues: the principles of plain language, the theory and practice of plain communication, linguistic correctness, transformations and tools, correspondence, opinion writing, contracts and regulations, legal design.

The course was attended by representatives of all customer contact channels: face-to-face, telephone, email, correspondence, contractual documentation, debt collection and marketing. The aim of the course was to achieve a new standard of communication in the organisation, ensure the creation of documents and letters that are simple and understandable to customers, and consequently create a better relationship between the company and its customers.

The course was conducted by experts from the University of Wrocław. All course participants underwent verification and successfully passed the external examination, thus earning the title of expert in the use of simple Polish.

As a result of the obligation to submit declarations, in the fourth quarter of 2022 and in 2023, entitling customers to take advantage of the frozen prices for the higher household electricity consumption limit and to take advantage of the maximum prices in other facilities used, the company, in order to meet customers’ needs, introduced the possibility of submitting such declarations electronically. For this purpose, an automated form was launched on the corporate website. This allowed customers to complete the paperwork more quickly and easily. Through all available contact channels, customers submitted approximately 1 million declarations entitling them to purchase energy at maximum prices or prices frozen at the 2022 level.

Pro-customer initiatives at PGE Dystrybucja

In 2023, PGE Dystrybucja introduced an initiative to improve the quality of service at Distribution Customer Service Points, the so-called New Customer Service Model.

With the aim of improving PGE Dystrybucja’s competitiveness in the sphere of customer service:

dedicated direct customer service teams were set up in the refurbished outlets,
the updated Standards and Rules for Customer Service
in PGE Dystrybucja were implemented with a view to guaranteeing professional service in a pleasant atmosphere

Through systematic changes, PGE Dystrybucja wants to standardise customer service principles, as well as stabilise and maintain the continuity of work at Customer Service Points, and also to increase customer satisfaction with face-to-face visits.

In addition, in 2023, PGE Dystrybucja implemented a system for the registration and circulation of customer requests, including complaints and claims, supporting the work of all Customer Service Points and back-office support units for direct customer services.

The solution allows for the optimisation and unification of service processes, as well as workflow and case flow management. It also makes it possible to build a common knowledge base, a catalogue of notifications with a history of direct contacts and a uniform platform for data sharing across all organisational units providing direct customer services. The implementation of such a solution successively improves the flow of information within the company. Furthermore, thanks to a central notification handling system, the company has gained access to reports and analyses that enable it to monitor its ongoing work, which translates into a better understanding of its customers’ needs and providing them with valuable products and services.

The company also carried out pro-customer activities in terms of remote contact channels related to the handling of notifications concerning power cuts. Several modifications were made to the operation of the 991 Assistant mobile application, improving communication with customers regarding submitted notifications. PGE Dystrybucja also introduced a number of modifications to the operation of the Virtual Agent supporting the operation of the 991 emergency hotline, and responsible for the process of accepting calls from customers regarding interruptions in electricity supply. It is particularly helpful in situations of mass failures, when many customers call the emergency hotline. A detailed analysis of the performance of this contact channel and the subsequent work carried out in this area made it possible to increase the level of effectiveness of this tool by around 20 percent. PGE Dystrybucja plans to further develop this contact channel in 2024.

Ensuring continuity of electricity supply

PGE Dystrybucja is committed to improving the reliability of supply and lowering the does not include outages on LV networks">SAIDI and does not include outages on LV networks">SAIFI indexes, and takes a number of measures that result in faster and more effective troubleshooting of power failures. In 2023, the does not include outages on LV networks">SAIDI index is lower compared to 2022 by 182 minutes per customer and the does not include outages on LV networks">SAIFI index has decreased by 0.91 interruptions per customer. The increase in the number and scope of investment projects had the effect of increasing the average duration of scheduled outages for energy supply by approximately 6 min/customer compared with the previous year. The reduction in the does not include outages on LV networks">SAIDI and does not include outages on LV networks">SAIFI indexes in 2023 was due, among other things, to the effects of the execution of investment tasks under the MV Grid Cabling Programme (PK30), as well as a number of other tasks improving the reliability of the grid and increasing power supply reliability for both households and businesses.

Operational data	Data for 2023	Data for 2022	Data for 2021
SAIDI index [minutes] (average duration of electricity supply interruptions), including:	313	495	368
Planned	41	35	34
Unplanned with catastrophic	272	460	334
SAIFI index [units] (average frequency of electricity supply interruptions), including:	4.29	5.20	4.28
Planned	0.25	0.20	0.19
Unplanned with catastrophic	4.04	5.00	4.09

Additionally, an important aspect is that 2023 was a milder year in terms of weather conditions in Poland compared to previous years. The negative impact of the weather was mainly noticeable in January, February, August, October, November and December, where failure rates increased significantly as a result of extreme adverse weather conditions, such as rime, icing, heavy snowfall and gusty winds.

Customer service for district heating

District heating companies and branches, which belong to PGE Energia Ciepła, are able to remotely manage the operation of district heating networks, receive and register customer requests and provide comprehensive customer service remotely, thanks to IT systems that have been developed over the years.

The Zielona Góra CHP Plant has been pursuing its strategy of developing the district heating market for many years. It has been expanding the district heating system in the city, thus eliminating a potential increase in emissions from local heat sources. In addition to development activities, the company undertakes refurbishment measures for the district heating network and heat exchange nodes.

In 2023

27

buildings with a total heat demand capacity of more than 6 Mwt were connected to the district heating network

nearly 2 km

of new district heating network lines were built

>0.5 km

of heat pipes were refurbished

Due to the system of support for sensitive heat consumers introduced by the Act of 15 September 2022 on special solutions for certain heat sources in connection with the situation on the fuel market (Journal of Laws of 2022, item 1967, as amended) in the period from 1 October 2022 to 31 December 2023, the employees of the ZG CHP Plant kept customers informed about the principles of the programme, customers’ obligations under the programme (submission of an appropriate declaration), provided all the necessary information in this regard and helped them to fill in declarations correctly.

PGE Toruń has been supporting heat consumers in improving the energy efficiency of buildings for years.

Besides dedicated programmes to subsidise energy efficiency in buildings, from autumn 2023, each owner and manager of buildings in Toruń connected to the district heating network or located within its reach can receive free thermal imaging pictures of the roofs of 10 of their properties, together with instructions on how to interpret them. The images are taken in infrared and show the areas of heat loss.

On the basis of the images obtained, customers can decide on possible thermal upgrading measures and check the effectiveness of the upgrades previously carried out. In addition to providing infrared images free of charge, PGE Toruń also has an extended offer related to performing a detailed analysis of the emissivity of roofs based on aerial thermal imaging, together with a diagnosis and recommendations. This service makes it possible to pinpoint the exact locations in the roofs where heat loss is greatest with a detailed analysis and proposal of measures to reduce emissivity. To date, the company has provided more than 150 infrared images with a full description and analysis.

Responsibility to customers

As part of its activities, the PGE Capital Group conducts educational and information campaigns targeted at customers, in both traditional and social media, aimed at drawing their attention to the unfair market practices of some energy sellers who pretend to represent reliable brands such as PGE. In this regard, in order to protect the interests of customers, the PGE Group cooperates with law enforcement authorities.

Accessibility of Customer Service Offices for people with disabilities is one of the PGE Group’s priorities. More than 75 percent of PGE Obrót outlets are equipped with wheelchair ramps.

The company has developed an appropriate way of serving customers with disabilities, based on types of disability. Appropriate standards of conduct, including priority of service, serve this purpose. In 2023, facilities for the disabled were also included in the refurbishment of the Distribution Customer Service Points at PGE Dystrybucja. Among other things, manoeuvring spaces for wheelchair users at service desks were ensured. All service desks are equipped with a component for putting down crutches and induction loops for the hearing impaired.

According to the Customer Service Standards, PGE Energia Ciepła employees and subcontractors are obliged to show every assistance to persons with disabilities and to adapt the form of contact to customers’ needs. If a customer arrives at the company’s premises, an employee assists the customer in moving around, completing documents, ensuring safety, etc. Additionally, in PGE Toruń, if a personal meeting with a customer is necessary, at the customer’s request, an employee goes to the address indicated by the customer. In order to speed up customer access to document templates, they have been posted on the websites of all company branches.

Social and environmental activities

In its operations, PGE Obrót is guided by concern for the environment. Among the measures taken, the company promotes environmentally friendly attitudes among customers, such as reducing the volume of paper documentation by using eInvoices.

Nearly 2 million PGE Obrót customers have already opted for electronic invoices, abandoning the paper version. This is the result of the company’s education and information activities, which reinforce the conscious and ecological choices of consumers, but also the effect of the regulatory incentives associated with the introduction of a reduction in electricity charges by PLN 125.34. Throughout 2023, the company undertook various measures to encourage its customers to use eInvoices, such as a one-off bonus of PLN 20 towards the next bill for customers who opt for eInvoices, as well as eStore discount codes for its partners’ products. Furthermore, a charity campaign linked to eInvoices was launched at the end of 2022. It ran from 28 December 2022 to 6 February 2023. For every customer agreeing to switch to eInvoicing, PLN 10 was donated to support a children’s hospice indicated by the customer. Support was given to hospices in Rzeszów and Lublin.

The customers who have switched to PGE eInvoices have the option to complete an online bank transfer by selecting the quick “pay online” option within an email sent with an eInvoice document. A customer can also pay their PGE eInvoice via the electronic Customer Service Office (PGE CSO), where they can additionally check their payment and account history on an ongoing basis.

eInvoice in numbers:

1,987,258

customers use PGE eInvoices (as at 31 December 2023)

6.5 million

electronic documents were sent to customers in 2023

>570,000

customers opted for eInvoices, abandoning the paper version in 2023 (as at 31 December 2023)

Photovoltaics with PGE is an offer through which customers generate energy for their household or business purposes. PGE Obrót handles the sales process comprehensively – from a free valuation and technical audit, submission of an offer prepared by PGE Obrót experts, to professional installation of a photovoltaic installation (up to 50 kWp). PGE Obrót also notifies the DSO of a photovoltaic installation ready for connection to the electricity grid and submits an application on behalf of the customer for funding to the National Fund for Environmental Protection and Water Management under the “My Current” programme. Using the “Photovoltaics with PGE” offer, customers receive expert advice and service at every stage of the investment procedure. In addition, PGE Obrót has prepared an offer for customers with an attractive form of financing called “ for a Tenner”, which offers the possibility to purchase the installation with a small own contribution of PLN 10,000 and convenient instalments with 0 percent interest for a period of 36 months, in cooperation with a partner bank. Providing customers with broad access to green energy is one of the main tasks specified in the PGE Group’s retail development strategy.

PGE Obrót offers a comprehensive service for the commissioning of a photovoltaic installation with an energy storage facility – from detailed and expert advice, selection of a suitable photovoltaic installation and an energy storage facility, technical audit to the provision of high-quality equipment with warranty and service, installation of a photovoltaic system together with an energy storage facility by a qualified team of fitters. Also, an additional solution in the form of an Energy Management System or hybrid inverters is available as part of the offer.

Combining photovoltaics with energy storage allows surplus energy from the photovoltaic installation to be retained for use at any time in the household or business. This allows for the efficient use of energy produced, and the sending of its remaining amount only to the grid. PGE’s offer is adjusted to the net-billing system, which allows for optimal management of energy and its costs in the household or enterprise.

The offer called “Heat Pumps with PGE” is addressed to individual customers who are interested in installing heat pumps in their homes and are planning such investments. As part of the offer, customers receive a comprehensive package of services, i.e. advice on selecting the right appliance, sales and professional installation. A heat pump combined with photovoltaics is a particularly advantageous solution, in terms of both savings and environmental protection.

The installation process is carried out in cooperation with external partners, which are proven and experienced enterprises involved in the overall handling of such projects. In the first instance, the most important thing is to optimally adapt the device to the needs of the individual customer and the technical conditions of the building. Consultants carry out an analysis and then select the appropriate wattage and type of appliance that will work most efficiently with the customer’s current heating system. The subsequent installation of a heat pump is carried out by qualified fitters.

Responsibility to the customer means first of all transparency in communication and attention to the quality of services provided.

PGE Toruń organises meetings for key customers (those with the largest number of end-users). In 2023, the 17th Seminar entitled “The Heat Market in Toruń” was held. It addressed a wide range of issues important from the point of view of customers and the heat market. Following the start of the heating season, a meeting was also held between the Management Board and customers to review the activities carried out in connection with the winter season, refurbishment of the heating infrastructure, customer services and plans for changes in the heat .

PGE Toruń provides internal training for new employees and technical staff on customer service standards in order to maintain a high quality of services, as well as internal training on additional district heating services provided to customers.

PGE Toruń conducts educational, communication and technical activities with a view to supporting customers, raising their environmental awareness and improving overall energy efficiency. In 2023, the following activities were conducted:

Communication with customers: “We refurbish for you” – in connection with ongoing refurbishment works on the district heating network – indicating the positive impact of network refurbishment on the reliability of heat supply, but also on the environment. By reducing heat losses during transmission via new pipelines, less primary energy will be used for heat generation, which in turn reduces the amount of greenhouse gases produced during energy generation,
The “Get Ready for Winter” campaign informing customers and end-users about the steps they should take before starting up their heating systems for their smooth operation in autumn and winter,
Continuation of technical solutions meant to support customers in energy saving – reducing heat consumption for the sake of lowering household bills and caring about the environment. In cooperation with administrators and managers of PGE buildings located in Toruń, several technical solutions were implemented – changes in the settings of thermal equipment and the receiving installation leading to a reduction in heat consumption while maintaining the same thermal comfort,
The “Save Heat” campaign – addressed to customers and residents, conducted in local (radio, TV) and social media, development of support materials for administrators and managers, including how-to-save-heat leaflets and posters,
Provision of district heating consulting and energy efficiency services, including analysis of the use of contracted capacity,
Informing customers of possible actions to be carried out by PGE Toruń to eradicate legionella bacteria,
Implementing support (financing) programmes for customers connected to the network from the secondary market: A programme aimed at the elimination of low emissions in the Toruń area, a programme supporting the connection of buildings to the district heating network to improve their energy efficiency,
Implementing a project providing for the granting of “Clean Heat Certificates” to buildings connected to the network and previously using less environmentally friendly heat sources.

In Gorzów Wielkopolski, the programme of extending the hot water supply network was being continued in 2023. Within the scope of the programme, 400 flats were connected to the network.

The programme aims to:

support measures aimed at eliminating gas-fired water heaters (or other appliances)

improve the safety of home users

reduce CO₂ emissions

Tools

Next page

Previous page

Customers

>5.6 million

32 TWh

near 35.8 TWh

16

700 km

Policies and standard

With respect to retail sales, the most important objectives include the following:

PGE Obrót S.A.

PGE Dystrybucja S.A.

PGE Energia Ciepła

Satisfaction indexes

In the PGE Group, marketing surveys are carried out on a regular basis, allowing for multidimensional monitoring of customer satisfaction to verify the application of the adopted standards.

Tarrif G Customers

Tarrif C1 Customers

Thanks to its high service standards, PGE Obrót was awarded the Customer Friendly Company certificate for the eleventh time.

Results of the certification survey: Customer Friendly Company:

92 %

88 %

89 %

86 %

93 %

91 %

As a reliable and trustworthy partner in the market, PGE Obrót was also certified for the following year as a company operating in accordance with the Good Practices of Electricity Sellers developed by the Association of Energy Trading (AET), based on an audit conducted in December 2023.

Satisfaction with electricity supply services

Assessment of the work of number 991 CSI (0-100)

Communication with customers

In 2023, PGE Obrót introduced a number of customer service improvements, including:

Solidarity Shield

Pro-customer initiatives at PGE Dystrybucja

With the aim of improving PGE Dystrybucja’s competitiveness in the sphere of customer service:

In addition, in 2023, PGE Dystrybucja implemented a system for the registration and circulation of customer requests, including complaints and claims, supporting the work of all Customer Service Points and back-office support units for direct customer services.

Ensuring continuity of electricity supply

Customer service for district heating

In 2023

27

nearly 2 km

>0.5 km

PGE Toruń has been supporting heat consumers in improving the energy efficiency of buildings for years.

Responsibility to customers

Accessibility of Customer Service Offices for people with disabilities is one of the PGE Group’s priorities. More than 75 percent of PGE Obrót outlets are equipped with wheelchair ramps.

Social and environmental activities

eInvoice

Photovoltaics with PGE

Photovoltaics with an energy storage system

Heat Pumps with PGE

Information and education activities at PGE Energia Ciepła