QUY NH GIAO TIP VI KHCH HNG 1.

Trong quy nh ny, khch hng bao gm: Cc t chc, c nhn k Hp ng mua bn in trc tip vi cc n v trong Tp on, hoc tuy khng trc tip k Hp ng mua bn in nhng c nhng vn phi gii quyt lin quan n vic s dng in t h thng in do cc n v thnh vin ca Tp on qun l. 2. Cc Cng ty in lc c trch nhim quy nh chi tit vic gii quyt cc yu cu ca khch hng t tip nhn yu cu, h s n tr li kt qu thng qua mt u mi trong tt c cc n v trc thuc. 3. a) b) c) d) e) f) g) h) Nhng nhim v, khi CBNV thc hin c giao tip vi khch hng bao gm: Tip nhn, tr li cc yu cu ca khch hng lin quan n vic mua, bn in, thng tho, k hp ng v cc dch v in khc; Kho st, lp t, treo tho, nghim thu h thng o m in; Qun l h thng o m in, ghi ch s, phc tra ch s cng t; Thu tin in, x l n tin in, thu chi ph ngng v cp in tr li, cc khon tin lin quan n dch v in khc theo quy nh; Kim tra s dng in, x l vi phm s dng in, x l vi phm Hp ng mua bn in; Sa cha, thao tc ng ct in; Kho st, lp t, nghim thu cng trnh ng dy v trm bin p; Thanh tra, bo v n v.

Tt c cc CBNV khi thc thi nhim v, c giao tip vi khch hng u phi thc hin ng Quy nh ny. Trng hp n v k hp ng dch v bn l in hoc dch v thu tin in, phi tha thun thm ni dung tun th quy trnh ny trong hp ng dch v. 4. CBNV ca n v c giao cc nhim v nu mc 3 ca quy nh ny, phi thc hin ng quy nh v ni giao tip, trang phc, th nghip v, phiu cng tc, phiu giao nhim v... v ng ni dung nhim v, quyn hn c giao.
5. CBNV lm nhim v giao tip vi khch hng phi c cc tiu chun sau:

- C phm cht o c tt, c thc trch nhim, ha nh, chu o vi khch hng. - c o to, bi hun ng ngnh ngh, hiu r chc nng, nhim v ca n v v nhim v c phn cng, nm vng cc quy trnh, quy nh v cung ng v s dng in, quy trnh an ton in. - C sc kho theo yu cu ca nhim v c giao. 6. Hng nm, cc Cng ty in lc phi t chc o to, bi hun, kim tra trnh chuyn mn v ph bin cc vn bn mi lin quan n hot ng in lc v s dng in nng cao trnh nghip v, thc trch nhim cho i ng cn b nhn vin (CBNV) lm nhim v giao tip vi khch hng. 7. CBNV khi thc hin nhim v giao tip khch hng phi s dng trang phc cng tc v eo th nghip v theo quy nh. Ngoi cc quy nh ca Tp on, cn c vo c im tnh hnh tng vng, cc Cng ty in lc quy nh c th vic mc trang phc cng tc v eo th nghip v 8. Nguyn tc trong giao tip vi khch hng

8.1 Phi lun th hin s tn trng, lch s, bnh ng trong giao tip vi khch hng. Khi thc hin nhim v: - Khng c c c ch, li ni thiu vn minh, e da, ca quyn; - Khng c ung ru, bia trc v trong khi lm nhim v; - Phi gii quyt ng hn, ng ni dung, y , r rng nhng vn m khch hng yu cu trn c s cc quy nh ca Nh nc, ca Tp on v cc Cng ty in lc. Cm t t ra nhng iu kin khng c trong quy nh. 8.2 Cm li dng cng v cng tc, nhim v c giao vi vnh, sch nhiu, gy phin h cho khch hng, c bit khi n khch hng i n, kho st, thi cng cng trnh in, sa cha, nghim thu.... Khi nhn c yu cu ca khch hng khng thuc phm vi gii quyt ca n v mnh, phi gii thch khch hng r v hng dn khch hng n n v c trch nhim gii quyt. 8.3 Ch c vo nh, tr s, a im, .... phm vi thuc quyn qun l ca khch hng khi xut trnh y cc giy t cn thit v c s ng ca khch hng. Trng hp c bit phi thc hin theo quy nh ti iu

14, iu 15 Quyt nh s 31/2006/Q-BCN ca B Cng nghip (nay l B Cng Thng) v vic ban hnh Quy nh kim tra hot ng in lc v s dng in, gii quyt tranh chp hp ng mua bn in. 9. Sa cha, gii quyt s c m bo cp in 9.1 Cc n v phi b tr lc lng thng trc sa cha s c in 24/24 gi trong ngy. Mi yu cu sa cha, khc phc s c ca khch hng phi c tin hnh x l ngay. Trng hp cha khi phc c sau 2 gi k t khi pht hin s c hoc nhn c thng bo ca bn mua in, phi thng bo ngay n khch hng nguyn nhn v d kin thi gian cp in tr li. 9.2 Cc n v phi phn cp r rng ranh gii, trch nhim qun l v sa cha n tng c nhn v t sn xut. C quy nh c th thi gian sa cha theo tng loi v tng khu vc xy ra s c. Phi c s nht k ghi c cc ni dung c bn hng ngy v: Tnh hnh vn hnh ca h thng in thuc phm vi qun l ca n v; thi gian v nguyn nhn gy gin on vic cp in n khch hng; thng tin trao i vi cc n v v khch hng c lin quan n vic khc phc s c gy gin on vic cp in... 9.3 Khng thu tin sa cha li in h th pha trc cng t bn in v thit b, vt t bo v cng t. Trng hp h hng do khch hng gy ra nh: vi phm s dng in, vi phm hnh lang li in, cng trnh in, hoc t di di cng t, ng dy... th mi chi ph th nghim, sa cha, thay th... khch hng thanh ton theo quy nh ca php lut hoc theo hp ng k vi n v. 10. Giao tip vi khch hng ti tr s n v 10.1 Tt c cc n v in lc phi cp nht v cng khai trn cc phng tin thng tin i chng v nim yt ti n v, ni tip khch hng: - Cc Quy nh lin quan n vic gii quyt yu cu ca khch hng; Lut in lc v cc vn bn hng dn thc hin, vn bn hng dn thc hin gi bn in. - Nim yt cc Quy nh: Th tc, thi gian cp in; quy nh v th tc k Hp ng mua bn in; biu gi bn in hin hnh, .... - Nim yt cng khai a ch, email, trang web, s in thoi ca n v trong, ngoi gi lm vic tip nhn thng tin, yu cu ca khch hng.

10.2 B tr cn b chuyn trch c nng lc lm nhim v giao tip vi khch hng v thu nhn thng tin trn cc phng tin thng tin i chng (bo ch, pht thanh, truyn hnh...) c lin quan n trch nhim gii quyt ca n v. 10.3 Ni tip khch hng ti n v phi v tr trung tm ca c quan, m bo thun tin, thong mt, c gh ngi, c nc ung, c bin ch dn, nim yt y cc quy nh, hng dn th tc, biu mu... d c v ni d thy. C s v hp th gp . Ti bn lm vic ca CBNV tip khch hng phi c bin ghi r: H v tn, chc danh, s in thoi ca b phn c trch nhim tip nhn v tr li nhng yu cu ca khch hng. Khng thu tin trng gi xe ca khch hng n n v. 10.4 Vic tip khch hng phi chu o, ng ni quy nh v m bo nguyn tc thc hin vn ho cng s theo quy nh. Trng hp cha gii quyt c ngay phi nu r l do v c phiu hn vi khch hng. Khng khch hng n n v qu hai ln v l do ch quan ca n v. 11. Giao tip vi khch hng bn ngoi tr s n v CBNV thc hin cc cng vic bn ngoi n v nh: Kho st, lp t, treo tho v qun l cng t, ghi ch s cng t, sa cha, bo dng thit b in, thao tc ng ct in... nht thit phi c phiu cng tc hoc phiu thao tc hoc phiu giao nhim v ca th trng n v. i vi CBNV lm nhim v thu tin in v x l n tin in khng phi eo th nghip v, nhng nht thit phi mang theo th nghip v xut trnh khi khch hng yu cu. 12. Giao tip vi khch hng qua th tn, th in t, in thoi

12.1 Gim c cc Cng ty in lc phi c quy nh c th v trch nhim v nguyn tc lm vic vi khch hng qua th tn, th in t, in thoi v thc hin: - Quy nh thng nht mu vn bn v trch nhim ban hnh, s dng tt c cc n v trc thuc c php s dng. - Khi giao tip qua in thoi phi lch s, ghi chp y ni dung yu cu ca khch hng v tr li theo phm vi trch nhim c giao. - Trong i thoi cng nh vn bn giao tip vi khch hng trnh dng cc t ng c tnh cht mnh lnh, thiu bnh ng, ca quyn vi khch hng.

12.2 Khi cc phng tin thng tin i chng nh: Bo, i, truyn hnh... Trung ng, a phng nu nhng vn phi gii quyt thuc phm vi qun l ca in lc no th trong thi hn 05 ngy lm vic in lc phi c trch nhim tr li bng vn bn. Thi gian tr li nhng trng hp khiu ni t co thc hin theo quy nh ca Php lut v gii quyt khiu ni, t co. 12.3 Tt c n th ca khch hng gi n b phn giao dch khch hng phi c vo s cp nht hng ngy. Vic tr li n th phi c nghin cu k ni dung, phn loi v tng hp bo co lnh o. Chm nht sau 01 ngy lm vic, lnh o n v phi c kin ch o gii quyt. 12.4 Vn bn tr li khch hng phi ngn gn, ni dung r rng, ng yu cu ca khch hng, m bo tnh php l v hnh chnh theo quy nh ca Nh nc v ca Tp on. 12.5 Cc Cng ty in lc quy nh c th thi gian tr li tng loi yu cu ca khch hng cc n v trc thuc thc hin, nhng chm nht sau 05 ngy lm vic k t ngy nhn c yu cu ca khch hng phi bo kt qu gii quyt, hoc thng bo ang nghin cu gii quyt (nhng vn cha gii quyt c ngay) n khch hng. Mi n th gi n u c tr li y . 12.6 Trng hp c nhiu cu hi cng mt vn thuc phm vi qun l ca n v ngoi vic tr li trc tip n khch hng c n th, ng thi tr li chung trn cc phng tin thng tin i chng. 13. T chc thc hin cng tc giao tip khch hng

13.1 Khch hng trong phm vi qun l trc tip ca cp no th cp chu trch nhim tip v gii quyt nhng vn m khch hng yu cu. Nhng vn khng thuc phm vi, trch nhim th n v phi ghi, nhn y v chuyn n cp c thm quyn gii quyt ng thi thng bo cho khch hng bit. Khng hng dn cho khch hng gi kin ngh vt cp v nhng vn thuc thm quyn gii quyt ca n v. 13.2 Khi khch hng c kin v cp trn trc tip c kin bng vn bn th n v phi chp hnh, nhng c quyn bo lu v bo co ln cp ch qun ca cp trn trc tip.

13.3 Hng nm, cc n v phi t chc ly kin ng gp v l li lm vic v thi phc v ca CBNV trong n v thng qua Hi ngh khch hng, gi th ly kin gp ca khch hng... 13.4 Hng nm, lnh o Cng ty in lc, in lc tnh thng xuyn c cc cuc tip xc, lm vic v bo co vi on i biu Quc hi v UBND cc tnh, thnh ph trc thuc Trung ng, c bit trc cc k hp Quc hi. Lnh o cc Cng ty in lc, in lc phi thng xuyn tip xc v bo co Hi ng Nhn dn a phng thuc a bn cung ng in, c bit trc cc k hp ca HND. Ni dung cc bo co gm: - Tr li nhng kin kin ngh ca c tri, thc mc ca t chc, c nhn s dng in v cc vn lin quan n hot ng in lc ca Tp on v s dng in trn a bn ca n v qun l. - Gii thiu v gii thch cc ch trng, chnh sch ca Nh nc v lnh vc hot ng in lc v s dng in, cc chnh sch ca Tp on, Cng ty in lc i vi khch hng. - Bo co tnh hnh sn xut kinh doanh v u t xy dng ca Tp on, Cng ty in lc phc v a phng trong nm v thi gian gia cc k hp, tnh hnh pht trin qun l in nng thn... - Thng bo kt qu v tn ti cn x l v nhng trng hp vi phm hnh lang an ton li in cao p, nhng trng hp chm gii phng mt bng cc cng trnh in tranh th s h tr gii quyt ca chnh quyn a phng cc cp. 13.5 Ba mi ngy trc ngy l, tt hoc ngy khai mc cc hot ng chnh tr x hi (hp Quc hi, bu c, k thi cc cp...), cc Cng ty in lc phi lp phng n m bo cp in an ton v bo co Tp on. 13.6 Cc n v phi c trch nhim gii thch v hng dn c th nhng nguyn tc phn cp ni trn i vi mi n th, yu cu ca khch hng. 13.7 Vic gii quyt tranh chp, khiu ni, t co phi gii quyt theo ng Quy nh ca Tp on. Nhng kin, n th ca khch hng thuc phm vi khiu ni t co th thc hin theo quy nh ca php lut v khiu ni, t co.