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Customer service improvement areas

Service levels

Target indicator

1

Processing of telephone calls

(only in the event of the costs of call centre being provided for in the Investment Program)

Percentage of incoming calls not answered within 2 minutes

10%

Percentage of telephone calls not developed into a conversation (out of the calls taken)

10%

2

Billing

Percentage of billing-related communications with no response made within 30 working days

10%

3

Written complaints

Percentage of written complaints, with no response made within 10 working days

10%

4

Uninterrupted round-the-clock water supply throughout a year

Permissible length of interruption in the supply of cold water 8 hours (in total) over  1 month 4 hours at a time, and 24 hours for an accident on a dead-end main

10%

5

Pressure in the cold water supply system at the distribution point: in apartment buildings and residential houses 0.03 MPa (0.3 kgf/sq. cm) to 0.6 MPa (6 kgf/sq. cm); at standpipes, not less than 0.1 MPa (1 kgf/sq. cm)

Pressure deviation

10%

6

Connection of new customers

Percentage of underperformance as per the schedule for connection of new customers

10%