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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 2022

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3.2.5 Consumer liaison

Key existing forms and services provided by the Company:

In 2023, the Company received 852,955 requests (+25% YoYyear on year). The largest portion of requests accrues to requests related to power outages (51%) and connection (18%). The Company received 62,732 requests (7% of all requests). During the reported period the Company achieved the target QoSquality of service values, set by the state regulators. In 2023, 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 2023 totaled 4.31 (for call centers), 4.85 (for customer service centers), 3.55 (for feedbacks on requests).