In nrg we fully comply with the communications principles for Electricity Supply Companies, as they are clearly set out in the Electricity Supply Code.

Our wish is to make a difference every time you contact us, applying the following principles:

• Engage in simple and clear communication, so that you fully understand our services.
• Provide support for the proper use of our services.
• Provide a high level of service in all contact with us.
• Do our best to deliver exactly what you need, in the quickest possible time and in the most efficient way.

We make every day a better day

1. Superior communication
The Customer Service Department, staffed by highly experienced personnel with specialized training, is always at your disposal. With zero standby time, our call center responds instantly to your every need.

2. Commitment to cost-effective solutions
Our highly-specialized Customer Service team will study your particular needs and guide you in choosing the power supply plan with the maximum economic benefits to you.

3. Value to our customers
By fully following our core corporate values for utmost reliability and comprehensive service, we value your trust in us every day.

• We perform quantitative and qualitative analysis of all incoming and outgoing calls, recording and grouping customer requests and needs.
• We record and apply specific procedures in the process each request.
• We conduct customer satisfaction survey regularly.
• We set clear goals and provide ongoing training to our customer service personnel.

In nrg we value your trust in us every day and we are constantly looking for new ways to improve our customer services. We consider each customer request or complaint an opportunitty that enables us to improve the way we support our customers. Responding promptly to your requests or complaints, in a fair and effective manner, is our top priority. Applying the following handling process, we aim to achieve uninterrupted delivery and ongoing improvement of our products and services.

In Particular:

All customer requests or complaints are collected by the Customer Service Department for processing and classification by:

• the degree of urgency
• the category (product, service, financial, technical, etc.)
• the type (request, suggestion, complaint, positive comment)
• If necessary, The Customer Service Department will contact the customer for further clarifications.
• the Customer Service Department forwards each request to the competent department according to its nature.
• The Department responsible for administering the request must reply to the Customer Service Department within three business days at the most
• the Customer Service Department will contact you to resolve the issue within two working days of receiving the response from the competent Department.
• The Customer Service Dept. keeps a detailed record of customer requests and complaints for further processing, drawing conclusions and optimizating of the level of service provided by the company.

Requests, suggestions, complaints or reporting of faults related to installed network meters or the electricity distribution network or network connection issues in general, do not fall within the responsibility of nrg and are submitted directly to the Hellenic Electricity Distribution Network Operator (DEDDIE), via its webpage www.deddie.gr or at the phone numbers posted on the website www.deddie.gr/el/tilefwna-gia-vlaves. 

In order to follow the above procedure, if you wish to make a request or complaint, please fill out the form you will find here.