Operational Performance

Electricity transmission and losses

GRI 2-6

In 2024, the volume of electricity supplied from the grid to consumers and related TGOs within the balance and operational responsibility boundaries amounted to 25,485 million kWh, which is 884 million kWh or 3.59% higher than in 2023 (24,601 million kWh).

As of year-end 2024, the volume of electricity transmission services provided by PJSC Rosseti South, including internal turnover, amounted to 25,315.5 million kWh, which is 895.02 million kWh or 3.67% higher than in the same period of 2023 (24,420.4 million kWh).

Revenue from electricity transmission services provided by PJSC Rosseti South, including internal turnover, increased by RUB 2,717.19 million, or by 5.91% year-on-year. The rise in revenue was driven by higher common-pot net delivery (up RUB 1,684.56 million) and a 2.17% increase in the average electricity transmission tariff, or RUB 40.79/MWh (up RUB 1,032.63 million).

Major consumers and TGOs

Based on the results of 2024, the volume of electricity supplied to the Company’s grid increased by 927 million kWh year-on-year, and the volume of electricity supplied from the grid within the distribution grid company increased by 884 million kWh.

Electricity losses

Grid connection

A full list of normative documents regulating the grid connection works are publicly available on the Company’s website at: https://rosseti-yug.ru/potrebitelyam/tekhnologicheskoe-prisoedinenie/.

GRI 2-6

Each region where the Company operates, in cooperation with regional executive authorities, rolls out the targeted model on grid connection to simplify business procedures and increase the investment attractiveness of the constituent entities of the Russian Federation.

The Company ensures that the following is carried out:

• Roadmap activities envisaged by the target model with the grid organisation as a responsible party, and submission of branches’ quarterly reports to the regional executive bodies.
• Co-operation with regional executive authorities in order to take the necessary measures to deliver the roadmap indicators, with achievement of the target values being the responsibility of the relevant ministries and municipalities in the regions.

In 2024, 24,732 applications for grid connection with a total capacity of 2,325 MW were accepted for work, and 15,187 grid connection contracts were concluded for a capacity of 636 MW.

The year-on-year variation in the number of applications and total capacity requested by applicants to PJSC Rosseti South was 12% and 31%, respectively.

Changes in the number of grid connection contracts signed and capacity compared to 2023 amounted to 11% and 5%, respectively.

The year-on-year growth in the number of executed grid connection contracts and the volume of contracted capacity stood at 10% and 5%, respectively.

Planned revenue from grid connection services for 2025 is RUB 1,405 million excluding VAT, which is RUB 403 million excluding VAT or 40% more than the actual figures for 2024, mainly due to the existence of relatively high-value grid connection contracts scheduled for 2025.

Planned proceeds from grid connection services for 2025 amount to RUB 1,144 million including VAT, which is RUB 997 million including VAT or 47% less than the actual figures for 2024. This is due to payments received in 2024 under relatively high-value grid connection contracts.

Sale of additional (non-tariff) services

Most requested additional (non-tariff) services

Revenue from the sale of additional services in 2024 amounted to RUB 747.3 million, compared to the target of RUB 922.3 million. The largest share of revenue from other activities comes from such services as:

• repair and maintenance of power grid facilities and outdoor lighting networks,
• placement of telecommunications equipment, including fibre-optic communication lines,
• construction and installation,
• admission of third-party organisations to the security zone of power grid facilities.

The Company renders services on a reimbursable basis to organise electricity metering, repair and operational maintenance of power grid facilities, joint use of poles, deployment of equipment, performance of construction and installation works, etc.

As of the end of 2024, PJSC Rosseti South concluded 24 compensation agreements for the rearrangement of the Company’s power grid facilities initiated by third parties.

The total amount of preliminary compensation under the signed agreements amounted to RUB 451.8 million. Counterparties are commercial enterprises, local authorities, municipal and budgetary institutions within the Company’s footprint.

Plans for 2025

Currently, Rosseti South is tasked with efficient development and a significant increase in other (non-tariff) revenue. The set targets for the provision of non-tariff services can be achieved through a holistic approach to developing all key parameters in this area, with particular emphasis on expanding services in the field of construction, installation, repair and maintenance work and the performance of work falling within the applicant’s area of expertise – ‘turnkey grid connection’. This will allow making a significant contribution not only to achievement of the targets but also to improvement of the financial and economic performance of the Company as a whole.

Consumer relations

GRI 2-25, 2-26

The key principle of Rosseti South’s customer-oriented policy is to build customer loyalty to the Company by providing high-quality services, comfortable customer experience, and effective interaction through corporate communication platforms.

Guiding principles for building consumer outreach:

• Awareness of consumers about the Company and its services
• Availability and efficiency of remote and interactive services of the Company
• Transparency of consumer service business processes and fair complaint investigation

The Company put in place ‘Quality Standards for Customer Service at PJSC Rosseti South’ and also approved and posted on its official website a ‘Declaration of Rights for Customers of PJSC Rosseti South.’

The Company ensured that its face-to-face customer service system was transferred to an online environment. The majority of the Company’s interactions with service consumers are conducted via remote services hosted on the Power Grid Services Portal.

PJSC Rosseti South received 332,300 communications, of which 8,700 were complaints, representing 2.6% of the total number of communications.

At the end of 2024, the Company received 55,900 electronic submissions, which is 21.5% of the total number of submissions received.

Remote customer service via telephone

In 2024, remote customer service via telephone will continue to operate in accordance with the requirements of the Regulations on the ‘Light Line 220’ Energy Hotline.

The Light Line 220 energy hotline is available 24/7, including weekends and holidays, and can be reached by dialling the single federal telephone number 8-800-220-0-220 or the short number 220.

Operators receive and register incoming calls, advise service consumers as required by the Service Consumer Service Quality Standards on issues of power supply disruption, provision of electricity transmission and metering services, grid connection, additional services and other issues of the Company’s operations.

In 2024, the hotline received 255,447 calls regarding the Company’s activities, up 25% year-on-year. The bulk of the calls received concerned power outages.

The unified contact centre of Rosseti Group helped address the tasks of minimising lost calls, unifying the format of operator communication, and maintaining a comfortable and convenient environment for customers.

Remote interactive customer service via the Internet

Interactive customer service is available in the Customers section of the branch page on the corporate website of PJSC Rosseti South (https://rosseti-yug.ru/en/).

Feedback channels for consumers are available at a single access point hosted on the Power Grid Services Portal of PJSC Rosseti (портал-тп.рф).

Registered users of the Portal can submit applications and requests electronically to the selected grid organisation if they are looking for such services as:

• Grid connection of consumer terminals
• Installation/replacement of metering devices
• Redistribution of capacity, reissuance of grid connection documents
• Additional services

Additionally, there is a mobile app and the option to apply for a grid connection through the Gosuslugi Portal for the convenience of customers.

Furthermore, the following online platforms provide interactive customer care options:

• Booking for the Consumer Day (https://dp.rosseti-yug.ru/)
• Light Country feedback portal (светлаястрана.рф)

Consumers can use the Light Country Portal to report any problems they encounter. The response time is eight working days from the date of submission. The problem will be resolved, or a specific deadline for its solution will be provided.

Assessment of the customer satisfaction level

GRI 416-1

A questionnaire survey of service users is carried out on a regular basis to find out what they think about the quality of services they receive. In 2024, the survey covered 468 respondents.

The respondents assessed the degree of compliance of the offered services with their expectations, the overall quality of service, and the accessibility of the grid connection procedure.

The obtained statistic data prove that, in general, the consumers give a positive assessment of the customer service and are satisfied with the quality of services rendered in Rosseti South’s branches.

Improvements to customer care

• Requirements for handling complaints in the Company’s corporate software complex were approved and put into effect, along with a business etiquette memo for employees of customer service offices and employees of customer-facing departments.
• The Consumer section of the official website of PJSC Rosseti South was updated.
• A training programme was approved and rolled out for employees involved in customer care, sales, and add-on services.
• Seminars and meetings were held with potential and existing customers in the regions where the Company operates to raise awareness of its services.
• Branches conducted a survey of consumers in order to assess their satisfaction with the quality of services provided.
• The Company has set up cooperation with the regional management centres of ANO Dialogue Regions in the areas where it operates.
• The Consumer Day project on the Company’s official website was updated, and a web interface for consumer questionnaires was designed and deployed.
• The scenarios for handling incoming and outgoing calls via the Light Line 220 hotline of the Unified Contact Centre were revised.
• A contract was signed with JSC Rosseti Tsifra for the provision of the short number 220 for the Light Line 220 hotline in the Company’s operational area, as well as the Smart Number 8-800 and call routing services.
• A contract for paid services was concluded with JSC Rosseti Tsifra for the provision of call processing services using digital robotic technologies (Neural Network Agent service), monitoring the quality of customer service of Light Line 220 hotline services, and conducting studies/surveys/questionnaires.

Plans on improvement of customer care

• To introduce robotic technologies (neural network agent) to handle incoming calls
• To monitor quality indicators for consumers of hotline services
• To ensure that research, surveys and questionnaires of service consumers are made through the Light Line 220 hotline