Existing channels
We presume that any contact with EDP must be, from the customer’s perspective, convenient and fast.
EDP's response to this expectation is the provision of various forms of contact:
> Telephone, with lines dedicated to providing commercial services, reporting faults and supplying meter readings;
> Internet, with the range of various products and services divided into three main areas:
my home,
my business and
companies;
> Besides the Suggestions and Complaints channel of the EDP website, and the helpline of Customer Support, customers have the Ombudsman, an independent entity, external to EDP, whose action is governed by the principles of correctness, impartiality and fairness.
The telephone and internet are the contact channels most used by customers.
What we are told
We have listened to customers in the different geographical locations, through VOC studies and the settlement of complaints. These studies allow us to identify areas for improvement and develop specific courses of action.
Customers’ expectations can be summarised as follows:
> Better and more information;
> Advice on achieving more efficient consumption.
We respond by
In recent years we have been developing projects and initiatives to meet the expectations of customers, including:
> Strengthening contact channels, particularly via the Web;
> Customers can access, through edp Online, a range of features which include viewing their current account, the most recent bills, the consumption history, and communicating meter readings, among others.
> We have strengthened phone lines by creating dedicated support;
> We have made the
bill simpler and more understandable;
> We regularly communicate with customers through advertising campaigns and product and service offers;
> We disclose information on energy efficiency and consumption management.