Annual Report - EDP

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: performance :Voice of the customerIn collaboration with external certified bodies,EDP listens to its customers and carries out“voice of the customer” studies in the geographicareasin which it operates. These studies are animportant source of information, providing insightinto the customers’ experience and furtheringF18SATISFACTION INDICATORS OF ELECTRICITYDOMESTIC CUSTOMERS - PORTUGALinitiatives for improving that experience.The customers’ experience is translated toa set of macro-indicators, which include: GlobalSatisfaction; Satisfaction with Energy Supply(electricity and/or gas); and Satisfaction withthe Service.SATISFACTION INDICATORS OF NATURALGAS DOMESTIC CUSTOMERS - PORTUGAL7.78.77.17.57.57.27.37.27.17.17.28.58.58.08.48.08.18.37.96.9 6.9Satisfactionwith the supplySatisfactionwith the serviceGlobalSatisfactionSatisfactionwith the supplySatisfactionwith the serviceGlobalSatisfaction2010 2011 20122012REGULATED MARKET LIBERALIZED MARKET2010 2011 2012 Scale 0:10SATISFACTION INDICATORS OF DOMESTICCUSTOMERS IN HC ENERGÍA - SPAINSATISFACTION INDICATORS OF DOMESTICCUSTOMERS IN NATURGAS - SPAIN7.88.1 8.0 8.1 8.07.97.1 7.06.77.06.86.58.17.9 7.9 7.9 7.98.07.47.37.1 7.0 6.8 6.9Satisfactionwith the electricitysupplySatisfactionwith the gassupplySatisfactionwith the serviceGlobalSatisfactionSatisfactionwith the electricitysupplySatisfactionwith the gassupplySatisfactionwith the serviceGlobalSatisfaction2010 2011 20122010 2011 2012Scale 0:10SATISFACTION OF DOMESTIC CUSTOMERSBRAZIL - BANDEIRANTESATISFACTION OF DOMESTIC CUSTOMERSBRAZIL - ESCELSA8.78.07.68.87.57.28.48.07.78.68.1 8.18.2 8.28.48.08.27.5Satisfactionwith the supplySatisfactionwith the serviceGlobalSatisfactionSatisfactionwith the supplySatisfactionwith the serviceGlobalSatisfaction2010 2011 20122010 2011 2012Scale 0:10EDP - Annual Report 201275
: performance :3.6.2. access to energyInvestments have been reflected in themaintenance, contribution to energy universalaccess, and modernisation of the gridinfrastructures and the incorporation oftechnologies that provide greater qualityin supply and better service to customers.In Spain, HC Energía has been involved insuccessive Electrification Plans implementedby the Government of the Principality of Astúrias,aimed at giving rural areas, where access ismore difficult, adequate supply infrastructures.In Portugal, EDP Distribuição has also participatedin the Agris Rural Development Programme,providing support to the electrification of ruralzones.In Brazil, after conclusion of the Luz Para Todos(Light for All) Programme, EDP has been leadingprojects aimed at mitigating the effects ofenergy exclusion experienced by communitiesthat are still without access to the electricitydistribution grid. The Luz Portátil (PortableLight) Project, which is coordinated by theInstituto EDP Energias do Brasil, in partnershipwith the ONG Ideaas and with the financing ofBID, will donate photovoltaic panels to isolatedcommunities living in Tapajós Reserve - Arapiuns,Pará. Furthermore, EDP Institute will enlarge itsparticipation with energy efficiency measures.Economically vulnerablecustomersIn Portugal there are three different, butcumulative, forms of social assistance available:the social tariffs for natural gas and electricityand the Extraordinary Social Support forthe Energy Consumer (ASECE). Customersthat qualify for these benefits make formalapplications to their respective suppliers, whichthen confirm their entitlement status with thesocial security institutions. Customers thatbenefit from these support measures maycontinue to be supplied by the Suppliers of LastResort. In 2012, the discount rates in force were:º º Electricity: € 0.24/kVA for contracted powerup to 4.6 kVA;º º Natural gas: from 1 July 2012 to 30 June 2013 –13% discount on annual consumption up to 500 m 3 .The ASECE, which came into force on 1 October2011, represents a 13.8% discount on electricityand natural gas bills, excluding VAT and otherapplicable taxes, levies and charges. To thesecostumers, the period to payment for theirinvoices was extended to 20 days, and, in caseof delayed payment the interruption in supply mayoccur only after a notice of 15 days.In Spain, the Last Resort Tariff (TUR), whichis adjusted regularly by the Ministry of Industry,Energy and Consumption, has been in place since2009. It covers socio-economically disadvantagedcustomers with contracted power of less than 3 kVA.SOCIAL TARIFF AND SPECIAL NEEDS CUSTOMERS(No.)SOCIAL TARIFF SPECIAL NEEDS2012 2011 2012 2011Portugal 68,194 89,795 589 582Spain 60,900 57,910 0 0Brazil 135,517 106,612 285 254Total 264,611 254,317 874 836In Brazil, the social electricity tariff is appliedto low-income families. These tariffs providediscounts that vary depending on the conventionaltariff agreed upon for each company. The ratesare normally around 4%, 14%, 40% and 65% for76monthly consumption levels above 220 kWh, 101kWh to 220 kWh, 31 kWh to 100 kWh and up to30 kWh respectively. With a view to a more agileapplication of this tariff, protocols are establishedwith the municipalities in the respectiveconcession areas.3.6.3. quality of serviceIn 2012, the Equivalent Interruption Time Relatedto Installed Capacity in the distribution operationsin the Iberian Peninsula was 58 minutes forPortugal and 28 minutes for Spain. These figuresrepresent a drop of almost 28% in relation to2011. The SAIFI (System Average InterruptionFrequency Index) was 1.75 interruptions forMedium Voltage, and 1.88 for Low Voltage.In Brazil, the Technical Service Quality Indicators- Equivalent Interruption Duration per ConsumerUnit (DEC) and Equivalent Interruption perCostumer Unit (FEC) - were 9.42 hours and 6.03hours for EDP Bandeirante and 9.88 hours and6.37 hours for EDP Escelsa, figures below thetargets set by the Regulatory Authority.GENERAL INDICATORS OF SERVICE QUALITY- EDP DISTRIBUIÇÃO, PORTUGAL (%)Customers withrestoration serviceup to 4 hours(followingaccidentalinterruptionsof supply) 98.7Writteninformationrequests 98.4(up to 15working days)96.197.3Central call center(up to 60 seconds wait)Budget of low voltage gas trunks(up to 20 working days)97.7909096.699.8 10098.9 9595902011 (%) 2012 (%) STANDARD (%)8585809090.594.298.29590Implementationof gas trunks(up to 20working days)98.999 99.5Low voltagegridconnections(up to 2working days)Public attentionat the centers(up to 20 minutes wait)In Portugal high levels of service quality weremaintained by the distribution grid operator, withall General Indicators for Supply Service Qualitydefined in the Service Quality Regulations (RQS)exceeding the standard levels.Here one can highlight the restoration ofservice up to 4 hours after accidental supplyinterruptions, which has reached a compliancelevel of 98.8%.In Spain the compliance rate for reconnectionin less than 24 hours was 98%.In Brazil service interruptions due to nonpaymentwere reconnected in less than 24hours in 73% of cases (average for the twoEDP distributors). More detailed informationis available in the EDP no Brasil Annual Report.3.6.4. access tocommunicationservicesEDP provides a range of communication channelsin its various geographic regions with the aim ofgiving its various customer segments rapid andeffective access to its services. These includededicated telephone lines, stores and agents, anddigital channels.In Portugal, bills can be issued in Braille andCustomer and Energy Efficiency Guides in Braille,produced in collaboration with the PortugueseAssociation for the Blind and Visually ImpairedA World Full Of Energy
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