Public con­sul­ta­tion on Ene­malta’s new cus­tomer char­ter

The Malta Business Weekly - - FRONT PAGE -

Ene­malta is invit­ing cus­tomers to sub­mit rec­om­men­da­tions for its new cus­tomer char­ter, which is be­ing re­leased as a draft for con­sul­ta­tion be­fore it is fi­nalised later this year.

The char­ter de­fines the terms and con­di­tions of the com­pany’s elec­tric­ity ser­vices, in­clud­ing Ene­malta’s com­mit­ments and re­spon­si­bil­i­ties to its cus­tomers and their cor­re­spond­ing obli­ga­tions.

The 40-page doc­u­ment fo­cuses on the com­pany’s com­mit­ments, in­clud­ing the tech­ni­cal bench­marks of its elec­tric­ity sup­ply ser­vices, max­i­mum wait­ing times for the pro­vi­sion of new ser­vices and the devel­op­ment of an ad­e­quate level of ca­pac­ity and re­dun­dancy to meet cus­tomers’ de­mand whilst re­duc­ing the risk of ser­vice in­ter­rup­tions. The Char­ter also high­lights the com­pany’s com­mit­ment to data con­fi­den­tial­ity and en­vi­ron­ment pro­tec­tion.

An­other im­por­tant sec­tion of the doc­u­ment is a list of obli­ga­tions cus­tomers are re­quired to meet when us­ing Ene­malta’s elec­tric­ity ser­vices. These du­ties in­clude pro­vid­ing safe and well-main­tained in­ter­nal elec­tric­ity in­stal­la­tions, keep­ing their elec­tric­ity ser­vices free from ir­reg­u­lar­i­ties - such as tam­per­ing or elec­tric­ity theft - and re­port­ing any dif­fi­cul­ties as quickly as pos­si­ble.

The doc­u­ment also gives de­tails about con­sump­tion me­ter­ing and billing pro­ce­dures and ex­plains the sup­port that cus­tomers will re­ceive from the Com­pany when they en­counter dif­fi­cul­ties in their elec­tric­ity ser­vices.

Fredrick Az­zopardi, Ene­malta Ex­ec­u­tive Chair­man, ex­plained that a few years ago the com­pany de­vel­oped an on­go­ing in­vest­ment to con­tin­u­ally up­grade its op­er­a­tions, to pro­vide cus­tomers with in­creased re­li­a­bil­ity of ser­vice and to im­prove the qual­ity of its tech­ni­cal and ad­min­is­tra­tive sup­port. “As part of this ef­fort to en­hance cus­tomer ex­pe­ri­ence, we in­vested in multi-mil­lion net­work re­in­force­ment projects, stream­lined the pro­vi­sion of our ser­vices and de­vel­oped new tech­ni­cal sup­port teams to re­spond to cus­tomers’ re­quests for tech­ni­cal as­sis­tance as quickly as pos­si­ble, 24 hours a day, ev­ery day.”

“As a re­sult of this com­mit­ment, wait­ing times for the pro­vi­sion of new ser­vices as well as the fre­quency and du­ra­tion of power cuts were re­duced by over 60% in less than four years. The cus­tomer char­ter con­firms our com­mit­ment to main­tain this con­tin­ued im­prove­ment of our ser­vices,” Inġ. Az­zopardi con­cluded.

The draft Cus­tomer Char­ter doc­u­ment can be down­loaded from the com­pany’s web­site www.ene­ Cus­tomers are in­vited to re­view this doc­u­ment and sub­mit their com­ments by email on cus­tomer­char­ter.em@ene­, by Mon­day, 9th Oc­to­ber. Ene­malta will be con­sid­er­ing all valid sug­ges­tions re­ceived for in­clu­sion in the fi­nal doc­u­ment for on­ward sub­mis­sion to, and con­sid­er­a­tion by, the Reg­u­la­tor for En­ergy and Wa­ter Ser­vices. For more in­for­ma­tion about Ene­malta plc or for fur­ther as­sis­tance, visit www.ene­ or link up with the com­pany on Face­book –­plc.

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