Grid investments and customer connections are based on two key principles. On the one hand, we make risk assessments of the future load on the grid and the technical condition of the grid, as described in our investment plans. On the other hand, we take into account our legal obligations, including connecting customers and resolving outages. We do not directly factor customer opinions into our decisions as a grid operator. (ESRS S4 20)
Customers with questions, complaints, or concerns can contact our customer service team. This can be done through several channels: telephone, email, mail, chat, or social media.(ESRS S4 para 25(a)(b)) Some of our high-volume customers with a connection can also contact the relationship manager. However, these customers should also contact our customer service department for formal complaints or claims.
For customers with specific requests for a connection and/or transmission capacity, we provide tailored information about their individual situation. If a connection with transmission capacity is feasible, we discuss the expected timeline and whether it aligns with the customer’s schedule.
Information about grid congestion
In the event of congestion, we inform customers about the situation. For high-volume consumers, this means that the requested transmission capacity cannot be provided immediately, and the customer will be placed on a waiting list. While Enexis cannot always provide an immediate solution during congestion, we emphasise clear and transparent communication. We provide information about congestion through campaigns, media reports, and our website. In customer communications, we explicitly address increasing congestion, extended connection timelines, the (in)direct impact on customers, and possible alternatives. (ESRS S4 25(a)) We also produce a monthly congestion newsletter specifically for our high-volume customers.
Information about critical power grids
Our power grid is reaching its limits. In several areas, capacity at peak times is so tight that we have to intervene to prevent overload. Without these interventions, components could fail, leading to prolonged power outages. We are taking far-reaching measures in an increasing number of locations to prevent this. While we expect these measures to be sufficient for now, we cannot offer absolute guarantees.
We communicate about this openly and transparently. Our aim is to inform households and businesses that the timing of electricity use matters, while also giving them the opportunity to take preventive steps and strengthen their resilience, particularly for vulnerable groups. Our communication follows a phased approach: from raising awareness and establishing relevance to creating a sense of urgency and, where necessary, active issue management.
Research and improvement
We measure the effectiveness of our communications and any solutions provided(ESRS S4 para 25 (d)) through various customer surveys. For structural processes in Customer Service and Production, for example, we have structural customer satisfaction surveys. We invite all customers who go through any of these processes, both consumer and business, to participate. We also conduct structural customer surveys via the website and customer portals. We use the information from these surveys to improve our customer interaction, processes, and information provision. We also use qualitative and quantitative customer research to improve our understanding of specific issues. In 2025, for example, we investigated whether our customers were familiar with the neighbourhood approach and whether it was implemented in their area (Neighbourhood Approach | Enexis Netbeheer). ((ESRS S4 25(d) 26)
The customer satisfaction survey also assesses whether customers trust our complaints mechanism to effectively communicate their concerns or needs and find solutions. (ESRS S4 26) We do not evaluate the extent to which our customers are aware of our complaint procedures. (ESRS S4 26)