Responses to Requests from and Public Associations
Special attention in 2012 was given to the development of MRSK Holding’s social communications within the responsibility area of the working group tasked with dealing with requests received from individuals and public associations. Such work is a very important area of the uniform reputation policy and an effective channel for customer feedback regarding electricity supply.
Most of the appeals were forwarded to the working group by the Russian Presidential Executive Office, the Russian Government, and the Ministry of Energy of the Russian Federation.
The working group proved to be a reliable and accessible communication channel between the Company and the public. This is evidenced by the growing number of requests: three times as many as in 2011. In 2012, the working group considered a total of over 800 appeals received from individuals and public associations, including 69% from individuals and 31% from public organizations and corporate entities.
In order to resolve the most acute conflicts with claimants reduce reputation risks, the working group held in 2012 three in-person meetings attended by the claimants and parties concerned. Positive decisions were made with respect to all appeals.
Based on the results of 2012, the Company also formulated the model Regulations for Dealing with Appeals Received from People and Public Associations in the Company’s subsidiaries.