DTEK Kyiv Regional Grids gives answers to TOP-5 frequently asked questions
“DTEK strives to become the benchmark for customer focus and introduces high-level service standards. We understand the needs of our customers, therefore we are building a qualitatively new service that provides for the ability to solve 90% of issues online. Thanks to our remote services, customers can solve the most common issues while staying at home and at a convenient time for them,” says Vitaliy Shaida, CEO of DTEK Kyiv Regional Grids.
For the convenience of our customers, here we are giving answers to the five most popular customer questions and advises how to solve them:
- Power cut at home. How to find out the reason?
Information about scheduled or emergency outages in the company's networks can be checked on the company's website. If you found your address there, that means that we are already working to restore the power supply. If your address is not in the list, please, direct message the DTEK Kyiv Regional Grids on the Facebook page.
In addition, you can learn about outages and report an accident in a convenient way: through the Merezhi Online mobile application (the application is available in AppStore and Google Play Market), a chatbot on Viber and Telegram.
Hint: if the power went out and / or the wiring has burned out in your house, do not try to fix it yourself. Seek professional help. First, to the condominium or the management company serving your high-rise building. They are the ones who are responsible for in-house networks. These companies should fix the problem.
If the problem is larger and affects the whole street and the area, or if you found broken or sagging wires that have fallen to the ground, open doors and hatches of electrical installations, damaged poles, you must report this to DTEK Kyiv Regional Grids.
- How to apply for the services related to meters?
If a meter failure comes with a power outage, then this is an emergency request and it will be handled in the standard mode. Emergency requests for the metering devices can be submitted through our Facebook page.
Free services for checking, parameterizing or repairing meters and scheduling an electrician’s visit can be done online on the company's website.
A short video instruction can be found on the Facebook page.
- How to report meter readings quickly and easily?
You can submit meter readings using remote services:
- Using the online account for household and business consumers on the website;
- Submit the meter readings without registration. To do this, go to the company's website to section "Submit meter readings". Next, select the area, indicate your customer account, the type of meters and enter the meter readings. After that, specify the phone number and click the "Send readings" option;
- Via chatbots on Viber и Telegram. Find DTEK Kyiv Regional Grids through the search menu. Follow the menu prompts to receive or report the required information.
- "Merezhi online" mobile application (available on the AppStore and Google Play Market);
- How to conclude, terminate, or renew the electricity distribution agreement?
DTEK Kyiv Regional Grids has launched an online service for individual customers - "Conclude an agreement online". This service will come in handy for those who bought a house or apartment from a previous owner, inherited a home, and renews the electricity distribution contract for themselves.
To do this, go to the website of DTEK Kyiv Regional Grids in the section “Concluding an Agreement Online” and follow the prompts to complete 6 simple steps.
- How to apply for connection or increase capacity?
The service for filing applications for connecting to the power grid or increasing capacity is also available online. Each customer can use the form on the website, apply for connection or increase capacity, and track the status of its implementation.