CEZ Shperndarje calls on customers to visit its Customer Care Centres, open from 08:00 to 20:00 from Monday to Saturday, for all problems
TIRANA, April 12 – Since October 2010, CEZ Shperndarje committed to improve service toward customers, taking it to a new level with the establishment of Customer Care Centers. Today, 43 CEZ Shperndarje Customer Care Centres operate in all of the country’s regions, offering solutions to all customers and citizens facing power supply, payment or theft problems.
The Customer Care Centres have been conceived as a one-stop shop, where customers pay their electricity bills, are given an immediate answer to their information requests, file their complaints and update their data as customers in the system. Thanks to the computerized system established by CEZ Shperndarje, all network data have been processed in a database which makes possible access to a wide range of services that would have taken months to be made available until one year ago. In other words, from the handwritten books and registers, it has been shifted into an efficient and reliable computerized system which enables solution to a series of issues within a couple of minutes.
Services such as the change of a customer’s name, or contract ownership; contract transfer; request for subsidized prices; application for a new connection; application for higher voltage; debt certificate; deal for payment of obligations in installments; data cleaning and updating, can now be carried out within a single day thanks to the system set up by the Customer Care Department of CEZ Shperndarje.
However, lack of archives for the 2007-2008 period and many other anomalies caused by lack of responsibility, make some citizens’ problems take time to be solved. In particular, requests related to misbilling and over-billing require a very careful comparison of data through a scrutiny process taking even months. There are also cases when after verifications by technical teams, they prove impossible to be solved by CEZ Shperndarje because of requiring intervention by state structures. Such are the cases of power thefts, power meter violations, especially in areas with new constructions such as the New Ring Road in Tirana. Often these illegal connections became a cause for voltage fluctuations, causing damage even to household electrical equipment for customers.
CEZ Shperndarje calls on customers to visit its Customer Care Centres, open from 08:00 to 20:00 from Monday to Saturday, for each problem. In addition, the Customer Care Department of CEZ Shperndarje announces for its customers that electricity bills are now available after the 10th day of each coming month and the bills can be paid at CEZ Shperndarje payment collection points, the Customer Care Centres, at banks or at Albanian Post branches.
