Klienci usług seciowych w energetyce
CUSTOMERS OF THE ENERGY NETWORK SERVICES

Summary/Abstract: Operating conditions of the heat and electric energy distribution companies are compared with regard to the quality assurance of the energy delivery. The results of electric energy and heat service delivery by natural local monopolies are analyzed. Trends and scope changes of competition improvement, monopoly market customer care, quality assurance, and most importantly, commercial quality assurance are proposed. The quality standards based on the legal regulations and customer expectations are characterized. Because of the lack of systematic (market) studies in Poland there is no data available for defining customer service expectations. Problems concerning handling the quality of the customer service according to valid ISO 9001 systems have been analyzed, and a selected heat company was used as the example.

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