Service quality

We grow the market position of our Group through the value we offer to our Customers. We combine products and services in attractive packages and enhance the quality of the distribution infrastructure to ensure uninterrupted energy supply. We strive to provide Customers with top quality service and we optimise related procedures on an ongoing basis.

We continue to expand the range of queries that can be handled by the Enea Electronic Customer Service Centre (eBOK). In 2023, Enea’s Customers could file electronic requests for: a return of overpayment, transfers of payments between one counterparty’s accounts, instalments, payment deadline extension and a meter accuracy check. The range of electronic requests is set to be further expanded. We also automated the process of raising debit notes for the collection costs, raising invoices for electricity reconnection and sending e-mails with the terms and conditions of connection.

Customers operating their own photovoltaic installation have been provided with a special tab in eBOK to check daily meter readings. We implemented a net-billing model to raise invoice to prosumers.

Since July 2023, Enea’s Customers have been able to use the mDowód module in the mObywatel application to confirm their identity in a Customer Service Centre.

Enea’s Customers can submit their complaints via eBOK, e-mail at: kontakt@enea.pl, phone at +48 611 111 111, chat, directly in the Customer Service Centre or by mail to the address provided on the invoice. The rules for handling complaints and responding to Customers have been outlined in internal regulations (Complaints Policy, The Book of Complaint Process, Key Quality Guidelines and detailed instructions). The standards have been introduced not only to analyse Customers’ complaints about products and services, but also to monitor and keep improving our offering and the quality of service.