3.2.5 Consumer liaison

Key existing forms and services provided by the Company:

• In-person format: customer service centers.
• Remote format: interactive channels, postal items, call centers.

In 2025, the Company received 1,270,189 enquiries (-20% on 2024). The reduction was due to favorable weather conditions during the reporting period and the introduction of automated services. The number of enquiries received by the contact center decreased by 19%, and the number of in‑person enquiries decreased by 4%. In 2025, 76,627 service‑related applications were received (6% of the total number of enquiries), including applications for technological connection, applications to reallocate capacity, applications to restore previously issued technical conditions (specifications), acts, applications to change the conditions of a connection agreement or to extend technical conditions, applications to conclude an electricity transmission services agreement, applications for additional services, and the like.

During the reported period the Company achieved the target QoSquality of service values, set by the state regulators. In 2025, the Company conducted regular surveys among its customers on the quality of rendered services. Average QoSquality of service score (using 5-point scoring system) in 2025 totaled 4.46 (for call centers), 4.95 (for customer service centers), 3.46 (for feedbacks on requests).