Customer relations

Consumer protection award

Electricity customers, in a poll conducted in the second half of 2003 by National Center for Consumer Education and Information, ranked HEP among 50 Croatian companies "with good products or services". Based on the poll, HEP received award  "for simplifying the calculation of electricity consumption and for protection of electricity consumers",

Cooperation with consumer protection associations

HEP was one of the first companies to recognize consumer associations as relevant interlocutors, almost at the very beginning of their formation.

As early as 2000 the first meeting was held concerning HEP's request for change of electricity price for the residential category. Consumer associations have been kept up to date with legislative changes and news pertaining to customer relations as the electricity market opens.

Complaint commissions

In accordance with Consumer Protection Act, in 21 distribution areas of HEP Operator distribucijskog sustava (Distribution System Operator), in HEP Toplinarstvo (Heating) and in HEP Plin (Gas), commissions were set up for consumer complaints. The commissions are composed of representatives of individual HEP companies or areas and representatives of consumer associations.

In the complaint procedure  customers file a complaint with the relevant department of their electricity distribution company. Customers not satisfied with a reply they have received can turn to Consumer Complaint Commission. The Commission decides whether the complaint is justifiable and informs the customer accordingly.