Transmission Quality

(GRI PR5; EU6)

CTEEP has a Quality Management System, based on the ISO 9001:2008 standard, to provide top-quality electricity transmission services. Three of the Company's activities have been certified: "operating", "maintaining" and "managing'' electricity transmission system projects.

Each of these activities involves a set of quality indicators, which are monitored by the departments and officers in charge, basically the Operations and Maintenance Departments (under the COO), and the Chief Projects Officer. Between January and October 2013, the Company achieved all its goals, which mainly involve initiatives to minimize failure, speed up works, and improve operations, maintenance and client satisfaction.

The Company systematically conducts a Client Satisfaction Survey, which allows assessing clients' perceptions as to different aspects, such as service quality, system reliability, service promptness and cost competitiveness among others, thus revealing the needs and opportunities for improvement in each aspect.

The latest survey was conducted in 2010. After that (between 2011 and 2013), CTEEP tabulated and examined the findings, developed plans, focusing on synergy among the departments involved directly or indirectly in the issues requiring attention; and made improvements. Although the survey is conducted as needed (depending on internal and market conditions), but the Company is planning a new edition for 2014.

In 2013, CTEEP's client base comprised 16 distributors, 37 generators and self-producers, 12 transmission companies and 7 free consumers. (GRI EU3)