The PGE Group takes a responsible approach to implementing and executing corrective measures in cases where significant negative impacts on consumers or end-users are identified. Consumers have access to multiple channels for submitting complaints, claims, and other reports. These are systematically registered and analysed, with conclusions drawn and appropriate corrective actions implemented. The effectiveness of these actions is subsequently assessed. The Group also maintains regular dialogue with consumers – for example through satisfaction surveys – which supports the evaluation of corrective measures applied.
Various operational processes within the PGE CG support and enhance accessibility to reporting channels for consumers and end-users. These include data protection, anti-corruption, external communications (including social media), sales and customer service, regulated sales and support systems, and the connection process to the distribution network.
The effectiveness of reporting channels and stakeholder engagement depends both on the ease of access to information on available methods of contact with the PGE CG – tailored to consumer needs and preferences – and on the Group’s responsiveness: corrective actions and feedback provided. Employee awareness and accountability are also crucial and are strengthened through training, as well as internal and external audits.
Reports incoming through the different channels are forwarded to a dedicated report handling system, where they are classified and assigned to the units responsible for answering. The system supports the tracking and monitoring of each case.
The volume, content, and type of reports to the PGE CG, along with the channels used, provide insight into the level of awareness among consumers and end-users regarding the existence of structures and processes within the Group for submitting concerns and requests, as well as the degree of trust in those mechanisms. Consumer awareness of the reporting methods and processes is built in the PGE CG through remote channels and the website, contract templates, and personal data processing clauses included in contractual documents and published online (e.g., https://pge-obrot.pl/o-spolce/dane-osobowe, available in customer service offices as well).
Consumers and end-users are also provided by the PGE CG with reporting channels concerning personal data protection, which allow them to submit opinions and suggestions on the functioning of customer service. The network of physical outlets enables in-person contact, while telephone numbers and email addresses provide remote access. It is also possible to submit information by letter to the addresses of the respective companies and via electronic channels: forms available on the company websites, and by e-mail to the addresses provided. Information about personal data processing and contact details for data protection officers in the different companies is available at the PGE S.A. website: https://www.gkpge.pl/rodo. Any communication channel available in the companies may be used for matters related to data protection.
It is worth noting that PGE Group has implemented internal regulations to protect individuals from retaliation, most notably through its Whistleblower Protection Procedure. Moreover, PGE CG companies have established formal procedures for reporting compliance incidents and protecting those who report them. Further details are provided in section G1 of this Statement.
At the operational level, companies within the PGE CG are responsible for mitigating or remedying negative impacts on consumers and end-users in relation to access to high-quality information, products, services, and responsible marketing practices. The Corporate Centre approves and monitors sales and customer service initiatives of the companies and reviews reports evaluating the effectiveness of such actions.
In addition to the available reporting channels, satisfaction surveys are regularly conducted. These include consumers’ and end-users’ assessments of the different processes, with a possibility of giving free answers to open questions about individual issues. In 2024, the satisfaction with service processes across the various contact channels, sales processes, complaint processes, forms provided on websites, and expectations regarding the product range were evaluated. Insights from these surveys inform service process changes and improvements designed to eliminate areas of lower consumer and end-user satisfaction.
To ensure continuous access to data and monitor satisfaction indicators, the PGE Group uses the Customer Satisfaction Index (CSI), which is built around key service and process areas at the Companies with the greatest impact on consumers and end-users.
Cyclical satisfaction surveys also measure consumer awareness of relevant product- and service-related processes. The following processes, among others, were evaluated:
- Offer presentation – clarity and comprehensibility of materials,
- Quality of the information provided,
- Use of plain language,
- Reliability of information,
- Contract procedures (number and accessibility of documents, clarity, ease of completion, etc.).
Market research and recurring certification studies – such as ‘Customer-Friendly Company’ – and annual audits conducted by the Association of Energy Trading (TOE) regarding compliance with the Code of Good Practices of Electricity Sellers are also valuable sources of insight into customer trust and awareness of reporting mechanisms at the PGE CG.
To ensure clarity and transparency in the information provided, a User Experience (UX) audit of the website www.gkpge.pl was also carried out in 2024. Based on its findings, website changes were designed and implemented to improve access to and legibility of information about the Group’s activities and offerings.
In product areas (e.g., PRO EKO), the effectiveness of corrective actions is assessed using documents such as the installation acceptance protocol approved by the customer.
The effectiveness of corrective measures is regularly evaluated at PGE Group. This is based on an analysis of the volume and nature of reported issues – before and after the implementation of a given measure. Feedback from consumers is treated as a valuable source of knowledge, often forming the basis for corrective and improvement actions.