Objective 2

Tariff

Pursuant to Polish Energy Law, the Energy Regulatory Office must approve natural gas prices established by energy companies for end users. In consequence, maintaining a flexible pricing policy is not always possible.

Customer service training

In 2011, staff at the Customer Service Centres took part in several training courses concerning customer service.

Training courses at Gas Distribution Companies

Apart from Gas Trading Divisions, the Company’s customers are also served by Gas Distribution Companies, which connect them to the supply network.

The ‘Unheard and unseen – finding a common language’ workshops at the Pomeranian Gas Trading Division

Among PGNiG’s customers there are people with disabilities, or visual or hearing impairments. Employees of Customer Service Centres pay particular attention to such people, relying on intuition and life experience. The Company’s objective is to provide efficient and professional customer service to everyone.

Employee training with a focus on customer advisers

Given the approaching opening and deregulation of the Polish gas market, which is expected to affect the business customer segment first, the Carpathian Gas Trading Division has developed measures to ensure that business customers are provided with the highest standard of customer service and that its Customer Advisers are offering highly-specialised technical and sales advisory services.