4. Geleneksel Müşteri Deneyimi Günü’nü Kutladık

Müşterilerimize daha iyi deneyim sunma yolculuğumuzda, emeklerimizi, deneyimlerimizi ve başarılarımızı paylaşmak üzere 4. Geleneksel Müşteri Deneyimi Günü’nde bir araya geldik.

8 Ekim’de Denizli Genel Müdürlük Konferans Salonu’nda gerçekleşen etkinlikte, müşteri deneyimine dair çalışmalarımızı değerlendirirken Ceren Çiçek’in ilham veren konuşmasıyla farklı bakış açıları kazandık. Deneyimlerimizi paylaştık, birbirimizden ilham aldık ve müşteri deneyimine değer katan çalışma arkadaşlarımızın başarılarını birlikte kutladık.

Müşteri odaklı yaklaşımımızı güçlendiren bu buluşmayla, iyi deneyimlerin arkasındaki emeği ve ortak hedefimizi bir kez daha ortaya koyduk.

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COMMERCIAL QUALITY CODE NO.	COMMERCIAL QUALITY INDICATOR	STANDARD DURATION	AMOUNT OF COMPENSATION OR ACTION TO BE TAKEN YEAR 2025
1	Applications recorded by the Consumer Services Center are finalized and communicated to the consumer in accordance with their request, either in writing or through a permanent data storage device	Within 15 business day	Residential Subscribers: TRY 277 Other Subscribers: TRY 554
2	Sending the second notification to the consumer (along with written and permanent data storage device)	At least 5 business days given for payment, following the last payment date	If disconnection has occurred, no disconnection-reconnection fee is charged. The responsible supply company bears this cost Residential Subscribers: TRY 277 Other Subscribers: TRY 554
3.1	Communicating the results of investigations into objections about billing/payment notifications related to the responsible supply company to the consumer, either in writing or via a permanent data storage device, as per the consumer's request	Within a period of 10 business days	Residential Subscribers: TRY 277 Other Subscribers: TRY 554
3.2	After the responsible supply company receives the investigation results regarding objections to billing/payment notifications, these results are to be communicated to the consumer in accordance with their request, either in writing or through a permanent data storage device	Within a period of 3 business days	Residential Subscribers: TRY 277 Other Subscribers: TRY 554
4	If an objection to a bill/payment notification is justified, the consumer should be reimbursed for any overcharged amount related to the consumption cost in question	Within a period of 3 business days	The reimbursement will consist of 50% of the overcharged amount, plus any late payment penalties, Residential Subscribers: Up to a maximum of TRY 3,462 + late payment fees Other Subscribers: Up to a maximum of TRY 6,924 + late payment fees
5	In the event of termination or expiration of a retail sales contract, the cash deposit amount collected should be refunded to the consumer	The refund should be made within a maximum of 5 business days from the date of contract termination, provided that all debts have been paid and the security deposit has been updated	The refund will consist of 50% of the remaining amount after deducting the principal debt from the updated deposit amount, along with late payment fees if the refund occurs more than 5 business days after the contract termination date Residential Subscribers: Up to a maximum of TRY 3,462 + late payment fees Other Subscribers: Up to a maximum ofTRY 6,924 + late payment fees
6	Establishment of a retail sales contract upon properly submitted applications	To be completed within the same day	Residential Subscribers: TRY 277 Other Subscribers: TRY 554
7	Providing information to the distribution company for record-keeping about the established retail sales contract	On the day the contract is established	Residential Subscribers: TRY 277 Other Subscribers: TRY 554
8	Initiating legal action for debts not paid on time	At least 45 days after electricity is cut off following the second notification	Residential Subscribers: TRY 554 Other Subscribers: TRY 1108

COMMERCIAL QUALITY CODE NO.

COMMERCIAL QUALITY INDICATOR

STANDARD DURATION

AMOUNT OF COMPENSATION OR ACTION TO BE TAKEN YEAR 2025

Applications recorded by the Consumer Services Center are finalized and communicated to the consumer in accordance with their request, either in writing or through a permanent data storage device

Within 15 business day

Residential Subscribers: TRY 277
Other Subscribers: TRY 554

Sending the second notification to the consumer (along with written and permanent data storage device)

At least 5 business days given for payment, following the last payment date

If disconnection has occurred, no disconnection-reconnection fee is charged. The responsible supply company bears this cost Residential Subscribers: TRY 277
Other Subscribers: TRY 554

3.1

Communicating the results of investigations into objections about billing/payment notifications related to the responsible supply company to the consumer, either in writing or via a permanent data storage device, as per the consumer's request

Within a period of 10 business days

Residential Subscribers: TRY 277
Other Subscribers: TRY 554

3.2

After the responsible supply company receives the investigation results regarding objections to billing/payment notifications, these results are to be communicated to the consumer in accordance with their request, either in writing or through a permanent data storage device

Within a period of 3 business days

Residential Subscribers: TRY 277
Other Subscribers: TRY 554

If an objection to a bill/payment notification is justified, the consumer should be reimbursed for any overcharged amount related to the consumption cost in question

Within a period of 3 business days

The reimbursement will consist of 50% of the overcharged amount, plus any late payment penalties, Residential Subscribers: Up to a maximum of TRY 3,462 + late payment fees Other Subscribers: Up to a maximum of TRY 6,924 + late payment fees

In the event of termination or expiration of a retail sales contract, the cash deposit amount collected should be refunded to the consumer

The refund should be made within a maximum of 5 business days from the date of contract termination, provided that all debts have been paid and the security deposit has been updated

The refund will consist of 50% of the remaining amount after deducting the principal debt from the updated deposit amount, along with late payment fees if the refund occurs more than 5 business days after the contract termination date Residential Subscribers: Up to a maximum of TRY 3,462 + late payment fees Other Subscribers: Up to a maximum ofTRY 6,924 + late payment fees

Establishment of a retail sales contract upon properly submitted applications

To be completed within the same day

Residential Subscribers: TRY 277
Other Subscribers: TRY 554

Providing information to the distribution company for record-keeping about the established retail sales contract

On the day the contract is established

Residential Subscribers: TRY 277
Other Subscribers: TRY 554

Initiating legal action for debts not paid on time

At least 45 days after electricity is cut off following the second notification

Residential Subscribers: TRY 554
Other Subscribers: TRY 1108

Excluding Taxes, Funds and Shares approved by EMRA and to be applied as of September 1, 2022; Green Tariff
Distribution System Users
Consumers Purchasing Energy from the Charged Supply Company
	Green Energy Cost	Distribution Fee	Capacity		Green Energy + Distribution	Reactive Energy
	Green Energy Cost	Distribution Fee	Güç Cost	Güç Excess Fee	Single Stroke	Reactive Energy
	kr/ kWh	kr/ kWh	kr/ Ay/ kW	kr/ Ay/ kW	kr/ kWh	kr/ kVARh
Medium Voltage
Double Term
Industry	405, 9469	14, 7972	491, 7791	983, 5582	420, 7441	48, 2956
Public and Private Services Sector and Others	405, 9469	23, 0611	791, 7604	1.583, 5208	429, 008	48, 2956
Domicile	405, 9469	22, 8419	772, 1378	1.544, 2756	428, 7888
Agricultural Activities	405, 9469	18, 9925	764, 0998	1.528, 1996	424, 9394	48, 2956
Lighting	405, 9469	22, 1336	786, 9972	1.573, 9944	428, 0805
Monomial
Industry	405, 9469	16, 3448			422, 2917	48, 2956
Public and Private Services Sector and Others	405, 9469	28, 766			434, 7129	48, 2956
Domicile	405, 9469	28, 2039			434, 1508
Agricultural Activities	405, 9469	23, 6477			429, 5946	48, 2956
Lighting	405, 9469	27, 6100			433, 5569
Low Voltage
Monomial
Industry	405,9469	25,2888			431,2357	48,2956
Public and Private Services Sector and Others	405,9469	34,2716			440,2185	48,2956
Domicile	405,9469	33,5187			439,4656
Agricultural Activities	405,9469	28,1603			434,1072	48,2956
Lighting	405,9469	32,8247			438,7716
Transmission System Users
Green Energy Cost
kr/kWh
405,9469