DTEK Donetsk Grids answers top 5 customer questions

Thermal power generation16 November 2021

DTEK Donetsk Grids develops a modern customer service that is simple and available for all residents of the region. There are convenient services that customers can receive remotely through the website or the chatbot in their smartphones. Thus, they save time and find out an answer to their question in a few minutes. The company tells how to settle the top 5 customer questions related to the distribution system operator easily and quickly.

“DTEK hears and understands the needs of customers. We work every day to become closer and more convenient for you. We develop and improve our services. Thanks to our remote services, residents of the Donetsk region can submit meter readings, apply for service and get an answer without leaving their homes and at a convenient time,” says Oleksii Degtyarev, Head of DTEK Donetsk Grids.

Here we give answers to the top 5 customer questions and tell how to settle them:

No power at home. How to find out the reason?

Information about scheduled or emergency outages can be checked on the company's website. If your address is there, then we are already working to bring power back to you. If your address is not in the list, please, send a message through the DTEK Donetsk Grids Facebook page or the website.

Moreover, you can find out about a power outage and report a failure through the Telegram and Viber chatbots (see our step-by-step video tutorial on how to do this).

Tip: if there is no power in your house and / or the wiring burned out, please do not try to fix it yourself. Seek professional help. First of all, call to the condominium or the management company serving your high-rise building. They are the ones who are responsible for inhouse networks. Electricians of these companies should fix the problem.

If the problem affects an entire street or district, or if you found broken wires, open doors and hatches of electrical installations, damaged poles, please, inform DTEK Donetsk Grids without delay.

How to apply for the meter-related service?

If there is a meter failure together with a power outage, then this is considered to be an emergency request, and it will be fulfilled in the standard mode. You can send an emergency requests both through the Facebook page and the Telegram and Viber chatbots. You can request free services for checking, parameterizing, or repairing meters and pre-scheduling the day of an electrician’s visit online on the company's website.

You can apply for a meter-related service quickly and conveniently using the Viber or Telegram chatbot. More in the video tutorial.

How to send meter readings quickly and easily?

You can submit meter readings using the following remote services:

Your online account on the website;
A convenient webform on the website in the Submit Meter Readings section. No registration needed;
Telegram or Viber chatbots;
Call center phones +38 (093/096/099) 450 0 473; (0629) 450 473. You can leave readings here in automatic mode, following the voice prompts;
The company official Facebook page;

How to conclude, terminate or renew the electricity distribution agreement?

There is an option to conclude an agreement online. To do this, go to the DTEK Donetsk Grids website to the appropriate section and follow a few simple steps using the prompts.

See our video tutorial on how to conclude an agreement online, as well as use other services on the website here.

How to apply for connection or capacity increase?

You can also use our online service to request connection to the power grid or increase capacity. Go to your customer online account for technical connections.

See our video tutorial on how to apply for connection or increase in capacity here.