Close to the customer through a regional presence and personal advising
EVN’s customer service
EVN strives to develop and maintain a fair and professional partnership with its customers. This is demonstrated, among others, by the customer-oriented structure of its customer service: EVN is easily accessible throughout the entire supply area with an extensive network of customer centres and a telephone hotline. In order to ensure optimal supply security, the service centres can also be reached at any time of the day or night to report supply interruptions.
Even closer to the customer
As an addition to the activities in the existing customer service centres and the EVN service centre in Wiener Neustadt that opened in 2011, EVN opened four further customer service centres in Stockerau, Horn, Deutsch-Wagram and Tulln during the reporting year. These facilities bundle a broad range of services and products at a single location and provide customers with complete advice on a wide variety of subjects:
- Services related to electricity, natural gas and water (invoice and tariff information, registration and cancellation, etc.)
- Energy advising
- Energy efficiency products
- Energy services
- EVN Bonus World
- Kabelplus (television, internet, telephone)
Personal advising for energy efficiency
Mobile consulting teams and the staff at the EVN service centres provide helpful tips and valuable information on energy savings in personal discussions and through individual services. Examples of these services include the so-called “SanierService” renovation advice as well as assistance with the replacement of heating equipment and the maintenance of electrical and natural gas equipment, the calculation of energy consumption for the building certification that is required in Austria for new buildings, renovation and real estate sales, and support for the construction of photovoltaic equipment. In connection with its products, EVN offers technical solutions to improve energy efficiency and reduce energy consumption. Individual and flexible energy tariffs complete the offering for customers.
- For information on energy efficiency measures, also see Environmental protection and resource conservation
The “EVN Bonus World” is a further initiative that offers customers in Lower Austria an incentive for the careful and efficient use of energy: electricity and natural gas customers automatically collect bonus points with their energy purchases or the use of EVN services, which they can trade in for price reductions on the purchase of energy-efficient products and services. The programme was extended in spring 2016 based on a cooperation with the province of Lower Austria. Customers are given the opportunity to trade in bonus points for a “Niederösterreich-CARD” which offers reduced prices for numerous attractions and popular destinations. This cooperation was expanded in autumn 2016 to also include an attractive offer for the 10,000 CARD-holders to order an EVN energy savings set valued at EUR 30 free of charge.
Energy price reductions
EVN’s supply company again passed on procurement advantages to its household customers in 2015/16 within the framework of the EnergieAllianz: the 5% reduction in electricity and natural gas prices in October 2015 was followed by a further average reduction of 7% in the natural gas working prices for households as of 1 May 2016. In addition, the electricity and natural gas working prices for households were again reduced by 5% on average as of 1 October 2016.
Numerous initiatives to combat energy poverty
EVN works to combat energy poverty with measures that provide specially designed support for low-income households. The projects developed by EVN are implemented in cooperation with regional interest groups and social aid organisations to increase the effectiveness of the measures. For example: “Households at risk of poverty”, a joint project by EVN and the charity organisation Caritas, was successfully continued during the reporting year. In accordance with the “train the trainer” principle, EVN‘s energy advisers equip the Caritas social counsellors with the necessary know-how on energy efficiency measures, savings potential and possible subsidies (e.g. heating cost subsidies) so they can provide on-site advice on energy savings to the individual households. EVN also supports the social counsellors with consulting tools (e.g. guidelines and checklists) and technical aids (e.g. energy measurement instruments). These measures are rounded off with further training by EVN and joint on-site consulting. The specific results of this project are the cost savings realised by the low-income households due to energy-saving measures.
Close cooperation with customers in the international environmental services business
In the international environmental services business, EVN’s sub- sidiary WTE Wassertechnik works primarily with public customers such as cities, municipalities and the relevant administrative authorities. The size and structure of the projects in this area require in-depth exchange between EVN and its customers throughout all phases. As a general contractor and provider of comprehensive project-specific solutions, WTE Wassertechnik serves as a communicator between the various project participants and therefore sees not only the direct contracting entity but also all involved organisations as its customers.