PGE CG engages with consumers and end-users in various areas of its business operations. By learning the opinions of consumers or end-users, the Group is able to manage actual or potential impacts.
Engagement with consumers and end-users at PGE CG is primarily based on collecting and analysing their opinions, suggestions, requests, as well as complaints and grievances, the conclusions from which contribute to improving processes or implementing new solutions across PGE CG companies. This cooperation takes place both directly and via external institutions (e.g. the Energy Regulatory Office, the Office of Competition and Consumer Protection, the Personal Data Protection Office), at various stages, through different departments and units, and with varying frequency depending on the area of impact. The companies conducting operational activities are directly responsible for engagement with consumers and end-users and for its outcomes, under the supervision of their respective Management Boards. The companies of PGE CG evaluate the effectiveness of their collaboration with consumers or end-users and the results it brings. The unit responsible for sales and customer relations at PGE S.A. monitors individual areas of consumer and end-user cooperation and reports to the Member of the Management Board for Operations.
PGE CG safeguards its customers’ right to privacy by complying with applicable legislation (GDPR) and the guidelines and recommendations of supervisory authorities. Consumers, end-users, or their legitimate representatives have the opportunity to express their views and suggestions in this area at every stage of cooperation. To identify consumer opinions and preferences, PGE CG uses all available communication channels with customers, including customer service points, e-mail addresses, client webinars, trade fairs, conferences, cooperation with media, and social media platforms.
Consumers and end-users also have the opportunity to report personal data breaches and to exercise their individual rights under the GDPR. The channels for reporting irregularities are described in detail in section G1-1. Reported cases are analysed, and preventive actions are taken based on them, particularly in the sales and service processes of the companies.
PGE CG ensures that consumers and end-users have access to high-quality information across all areas and at every stage of engagement. One of the primary sources of information for consumers and end-users are the websites of PGE CG companies. Information published on the websites is based on an analysis of customer-reported issues (raised during service processes) and research into customer needs. The websites feature document templates, forms, and contact tools designed to facilitate communication with PGE CG companies. In the reporting year, customer feedback regarding the availability and usability of online forms was evaluated.
To ensure access to high-quality information, PGE CG companies have implemented customer service standards. Compliance with these standards by employees is assessed through satisfaction surveys whose results inform operational improvements. In 2024, PGE Obrót S.A. collected customer feedback on satisfaction following interactions with customer service offices, helplines, and email communication. PGE Dystrybucja S.A. conducted satisfaction surveys concerning the emergency number 991 (used by consumers or end-users to report faults and life-threatening situations), field technician visits, and visits to Distribution Customer Service Points (POKD). PGE Energia Ciepła S.A. periodically surveys end users (residents) on their perceptions of district heating services, in order to continuously improve service delivery and customer support. Based on survey results, the company defines improvement actions monitored under its annual commercial action plan. These include initiatives in favour of consumers and end-users to facilitate access to the district heating network and the modernisation of connection points to ensure reliable heat supply to the widest possible group of residents.
Additionally, PGE CG companies monitor the handling of complaints and claims to identify recurring issues and prevent escalation. Insights gathered through this process support corrective actions aimed at improving the clarity of information, optimising processes, and raising customer awareness in various areas.
Consumer and end-user feedback has a significant influence on the decisions of the Group’s companies. For instance, PGE Obrót S.A. uses such input to enhance the quality of its activities, products, and services. The company collects feedback regularly through multiple contact channels, including: social media, helplines, eBOK, Moje PGE, customer service offices (including quality ambassadors and QR codes), website contact forms and emails, Google business listings, webinars, trade fairs, conferences, and media partnerships. Feedback is collected on the customer service quality through helplinea, application, or eBOK, and is used to address concerns, improve functionality, and optimise the company’s service channels.
Consumers and end-users can report health and safety risks directly to PGE CG companies via dedicated contact channels. In situations involving threats to health or life, the companies respond immediately and activate relevant procedures to minimise risks.
PGE Dystrybucja S.A. and PGE Energia Ciepła S.A. provide 24-hour emergency hotlines: the electricity emergency number (991) and the heating emergency number (993), which consumers or end-users can call to report failures or hazardous situations resulting from system malfunctions.
Each customer who purchases a photovoltaic kit or heat pump from a company receives training from the contractor on how to safely operate the installation, confirmed by a signed acceptance protocol. Upon installation handover, customers also receive a complete set of documents, including an operation manual detailing safe usage.
Customers can access PGE CG’s products and services via:
- Customer service offices,
- Remote channels such as the website (including contact forms), mobile applications, and eBOK/mBOK,
- Telephone and email communication.
To make reporting power outages easier, PGE Dystrybucja S.A. offers support via a Virtual Assistant.
Customer satisfaction with products, services, and service availability is regularly assessed through surveys. The results inform concrete improvements within PGE CG companies. In the reporting year, PGE Obrót S.A. conducted surveys on perceptions of its product offering, evaluation of the PV sales process, and satisfaction with the eBOK/Moje PGE applications.
Customer feedback also plays a crucial role in shaping product offerings through communication between the sales and product development teams. After an analysis, relevant suggestions are incorporated into products and communicated via the sales network.
Consumers influence software updates and improvements by reporting issues with eBOK or the app Moje PGE.
In addition, at PGE Energia Ciepła S.A., customer cooperation standards that ensure service quality are governed by supplementary internal regulations, i.e. Instructions for serving district heating customers, connecting customers to the heating network, and using standardised heat sales agreements. The company fulfils its legal obligation to inform consumers about service prices and price changes, as well as tariff components, directly before use via its website.
In its interactions with end users, the PGE CG priorities transparency and openness in communication, which is essential for building trust and a positive brand image.
It conducts its social media activities in line with its brand strategy and its Code of Ethics. Through official profiles (Facebook, Instagram, LinkedIn, X, Bluesky), PGE Polska Grupa Energetyczna S.A. engages with consumers and end-users, providing updates about the Group’s activities and enabling users to comment and send private messages. Given that social media reaches a broader audience than the PGE CG’s direct customers, user comments do not equate to formal customer opinion surveys. The group has started work on updating existing social media documents. While social platforms serve as a transparent space for showcasing activities and providing informational and educational content, they are not official channels for submitting complaints, claims, or comments.
The PGE CG also ensures transparency by publishing detailed information about its sponsored initiatives on its official website. Consumers and end-users can view the list of projects and their goals, increasing awareness of their societal and community impact.
Currently, PGE CG does not undertake specific efforts to gather feedback from consumers or end-users who may be especially vulnerable or marginalised (e.g. persons with disabilities, children). However, this does not preclude their representatives from participating in the surveys. The Group analyses audience behaviour using statistics generated by its analytics tools.