A letter or a phone call. Frequent communication is key to avoiding that electricity customers, who have difficulties paying their bills, are disconnected. In 2013, DONG Energy launched massive efforts over the phone so that customers faced with threat of closure were contacted 2-3 days before the power cut. Consequently, on a daily basis between 150 and 180 customers receive a phone call informing them that their power supply will soon be cut off.
The number of customers who have had their power cut off has been reduced from 16,960 in 2009 to 6,300 in 2013.
The customers feel well treated
We're working with customers with financial difficulties and together, we try to find a solution. This gives the customer a good experience," said Tina Thomsen, Head of the Accounts Receivable department.
During 2012 and 2013, DONG Energy has formed a good cooperation with the social authorities. Due to the close dialogue with the municipalities in question, a lot of vulnerable persons and families have been able to get help from the authorities for payment of the electricity bill.