Ethics in communication
We are currently witnessing the development of a free electricity market characterised by an unconditional struggle to attract clients, frequently using unethical practices. TAURON is aware that sustainable customer relations must be based on mutual trust. That is why we rely on integrity and transparency when we construe and communicate our offers.
We endeavour to show the benefits of our offers in the most understandable way while pointing out the rights and duties resulting from signing a sales agreement. Sometimes, legal regulations stand in the way of clearly communicating our offers by binding energy sellers to present the legal background. However, in case of any questions or doubts clients may visit the website to peruse offers and promotions or contact a TAURON adviser at 555 444 555 to receive answers to their questions.
The legal department is always involved in construing sales offers and ensuring that they are carefully worded and comply with the following legal regulations in particular:
- Act on combating unfair competition,
- Act on counteracting unfair market practices,
- Act on protecting competition and consumers,
- Civil Code,
- Act on protecting some consumer rights and the responsibility for damage caused by hazardous products,
- Act on personal data protection.
In 2015, just as in 2014, the TAURON Group did not experience any cases of non-compliance with the provisions on service and product labelling and marketing communication that led to a penalty.
In Poland more than 400 companies hold electricity trading concessions with only seven of them being Certified Energy Sellers. TAURON Sprzedaż is one of them. These certificates are awarded by the Association of Energy Trading based on audits performed by TÜV Rheinland Polska. The audits check whether applicant companies satisfy the requirements defined in the document “Best practices of Electricity Sellers”. TAURON received this prestigious certificate in April 2015.
In June 2015 TAURON Obsługa Klienta took another step to strengthen client links by launching cooperation with the Consumer Federation – a national public benefit organisation supporting consumers in processing their cases. TAURON and the Federation share a common goal of supporting consumer rights protection.
By getting involved in this initiative TAURON is meeting client needs of creating top-down collective solutions to help clients. Educational and information measures targeting external customers are planned.
Communication channels with customers
Various client groups prefer different communication tools and channels. However, we want to ensure that our clients and prospective clients have access to information on TAURON.
We are open:
– Telephone Customer Service:
- 32 606 0 606 – Customer service; business days from 7.00 a.m. – 6.00 p.m.;
- 991 – Energy emergency service; 24/7
- 555 444 555 – offers and promotions; business days from 7.00 a.m. – 6.00 p.m.;
– Customer Service Points – brick and mortar centres located in 37 cities in TAURON’s distribution; open on business days from 8.00 a.m. – 4.00 p.m.
- eBOK – electronic Customer Service Office; available 24/7 after logging in
- eBiuro for companies – 24-hour access to invoices and reports on energy consumption
- website – on the website http://biznes.tauron.pl/kontakt/Strony/start.aspx a contact form is available; after its receipt a TAURON employee contacts the customer to resolve the issue
In addition, individual consultants are available to business clients, assisting in tailoring the offer to the individual needs of a company or institution and responding to questions.
In June 2015 TAURON Obsługa Klienta – in cooperation with Asseco Poland – completed the construction of a central billing system for mass clients. It is one of the most advanced solutions of its type in Poland. The new system offers all customer service aspects from agreements, to billing and debt collection and it cooperates with the electronic Customer Service Office.
Service processes and the accompanying documentation have been harmonised. All this enables better comprehensive customer service to handle problems in any Customer Service Point in Poland. The project’s last stage entailing migration of distribution agreements is yet to be completed. The migration process started in February 2014.