Findings from the 2010 Satisfaction survey
In December 2010, you participated in our satisfaction survey. RTE would like to thank you for the time you donated to complete the survey – your contribution is vital in helping us make progress.
Our survey collected the opinions of our customers, producers, distributors, consumers and traders; 185 contacts responded, providing us with a range of feedback and questions. Every one was read and analysed. An FAQ list has been provided in order to supply answers to your most asked questions. This FAQ will be updated regularly over the coming months.
Overall satisfaction
The level of satisfaction achieved an average of 7.6 on a scale of 1 to 10. You awarded particularly good marks to our main services: 7.4/10 for the connection, 7.6 for grid access, 7.3 for accessibility of data, and 7.5 for access to the market.
| ++ |
< Best marks |
| 8,5 |
Relationship with dedicated representative |
| 8,1 |
Availability of dedicated representative |
| 7,8 |
Usefulness of information on RTE Customer Space |
| 7,7 |
RTE’s compliance with the contract |
| 7,6 |
Access to the grid |
| -- |
< Less satisfactory marks |
| 5,5 |
How well claims are processed |
| 5,9 |
Flexibility/room for manoeuvre with representative |
| 6,2 |
CURTE consultation |
| 6,2 |
Commitment price/level of payment |
| 6,3 |
Claim processing speed |
| 6,4 |
Flexibility for making changes to contract |
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An optional service exists that makes active and reactive power data available in real time (CLIP / TRANSDUCER offer) or the following day (DAT@RTE). These services allow you to see your power usage and over-usage for yourself in real time or the following day. RTE is also preparing to offer an optional service that will allow you to follow your active and reactive power usage in real time, will send you alerts, and suggest subscribed demand optimisations for your contract in response to future developments in your business.
Training is offerred that is run by RTE staff. Please speak with your Customer Service representative for more information, or see the
'To be trained' page.
RTE organises customer forums which focus on 'multi-targets', all customer segments combined (with presentaton of institutional subjects), and target-themed workships (distributors, producers, industrials). RTE also organises meetings at RTE stations that bring customers from the same geographical area together in a friendly setting in order to discuss any technical problems. Please do not hesitate to put seminar suggestions forward to your Customer Services representative.
The 'Sup Quali Plus' service is an experimental trial offered by RTE that provides better protection against damage related to voltage dips for those sites that are less well served and where attempts have been made to limit sensitivity. To find out more, visit the
Manage the quality of your power supply page, or consult
the Services Catalogue.
Your Customer Services representative or your Key Accounts representative are at your service to explain the different elements of your contracts.
TURPE 3 came into force on 1st August 2009. The tariff structure of TURPE 3 is identical to that of TURPE 2, and the tariff parameter progression is the same. The ministerial decision of 5th June 2009 relating to TURPE 3 allows for an annual revision of the TURPE 3 components. The tarif indexation takes place on the 1st August of every year. TURPE 3 does not allow for High Tension B seasonal tarifs. The introduction of temporal/seasonal tarifs is under review for the future period starting with TURPE 4 as of 2013.
At the start of each year, RTE creates an annual statement of account for each of its customers with a grid access contract. The presentation of this statement to the customer by the Customer Relations associate is also an opportunity to carry out a contractual review, and to discuss any expectations the customer has of RTE. Additionally, changes in contractual framework are examined with the representatives of the customer's different segments, at a national level within the frame of the CURTE consultation. For more information, visit the
CURTE zone or ask for access.
According to urgency, works planning rules take into consideration the security of thrid parties and the operating constraints of customers being supplied by the facilities In the case of planned works, planning is in consultation with the customer.
The contact details of different representatives are listed in Annex 2 of the operating agreement. As of October 2010, you can access the regularly updated contact details of your representatives from within the Customer Services portal (under the 'Real time customer representatives' tab). You can also update the contact details of representatives at your company.
As of May 2011,
the Customer Services portal is used by 80% of our customers. You can use the 'enquiries' function within the portal for any questions you may have.
The Customer Services portal allows customers to communicate to RTE: requests for contractual changes, such as modifying subscribed demand, requests for short-term limit changes, and updates to the contact details for your representatives, etc.
Our objective is to consolidate the toolset so that there is just one entry point for customers into the RTE info system. The data currently available on DAT@RTE / Publication will soon be accessible via the Customer Services portal.
Following the successful set up of market coupling in the CWE zone in November 2010 and the extension of CASC's auction operator role to Italian borders in April 2011, RTE is working with ENTSO-E on the next steps for European market integration. This includes coordination of the allocation rules for the Central West Europe (CWE) and Central South Europe (CSE) regions, the extension of everyday market coupling to the North West Europe (NWE) region, including the United Kingdom, and linking with Scandinavian countries. Other initiatives, such as setting up intraday trading across new borders and composition of a European network code are under way.
An overhaul of the RTE Customer space is under way in order to bring improvements in clarity and navigation.
As of the start of the year, CNES Customer Relations have put in place new organisation in order to better respond to customer enquiries. Your RTE Customer Services representative remains your dedicated contact but, should they be unattainable, you always have the option of calling +33 1 41 66 7000, or you can send a message to
marketservices@rte-france.com.
RTE's
Code of Conduct stipulates a maximum of 30 days for all claims to be processed. However, should the complexity of a claim mean we take longer, we will make sure you are kept informed.
Your questions, Our answers
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