TONG CONG TY TRUYEN TAI MEN CONG TY TRUYEN TAI DIEN

EVNNPT PTC4

THU TUC

DO Life/NG ST) f HA! L6NG Ci:JA

MA SO : TT 09

LAN BAN HANH :01

NGAY : 03

TRANG : 1 / 5

NGtriza VIET NGUOI MEM TRA

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Ngay thing N'di dung thay di Lan ban hanh

03 -08- 2017 Ban hanh lin cl&tz 01

THU TUC

Ma se: TT 09-LD

Lan ban hanh: 01

Ngay:

Trang: 2 / 5

DO WONG Sc HAI LONG CI.JA KHACH HANG

EVNNPT PTC4

MUC BICH

Qui dinh phuong phap va trach,nhiem xir 19 cac 9 kien phan hei cüa khach hang lien quan den hog dOng truyen tai (chat lugng va san lugng truyen tai)

Qui dinh trach nhiem dinh k9 thuc hien do luemg sir hai lOng tha khach hang.

PHAM VI AP DUNG

Ap dung del voi cac khach hang tha C8ng ty Truyen tai din 4 (Cong ty), bao g8m:

Tap doan Dien lye Via Nam (EVN)

- Gong ty Mua Ban Dien

- Teng Gong ty Truyen tai din Quoc gia (NPT) §-

Cac Dien lye

Khach hang khdc

3. TAI LISU THAM ICHAO

Se tay chat lucmg.

- TCVN ISO 9001:2015.

4. DINH NGHIA

Cac phan hoi cM khkh hang doi vei Gang ty Truyen tai Dien 4 bao gam:

Cac 9 hen chi dao cM EVN/NPT del vei Cong ty trong qua trinh thuc hien nhiem V1,1 san xuat kinh doanh (SXICD).

- Cite 9 kien phan hoi cM khach hang ben ngoai trong qua trinh C6ng ty thuc hien theo hop dong kinh te da k9 vei khach hang.

- Cac 9 ki'en phan hei cM cac Dien lye trong qua trinh giao nhan din nAng vei Cong ty.

5. NOI DUNG

5.1. Xir 19 cac9 ki6n chi do cila EVN

Cac phOng ban, don vi trong Cling ty trong qua trinh thuc hien nhiem vu SXICD, khi nhan dugc the 9 kien chi dao cUa EVN deu có trach nhiem bao cao vei Ban Giam doe c6ng ty xem xet,va ra bin phap xü 19, giao cho cac PhOng thuc hien trong cac cuOc hgp giao ban san xuat.

• Chuyen cacitiong lien

titian (neu can)

Xem ?tat, phan tich nguyen nha'n

lAnt dO Bieu mAu

CKhach hang phãnhoi

Tiep !than

• Ma phieu xa IY khieu

nai khach hang

BM 9.1 -LB

BM 9.2-LB

C.

d.

De ra bien phap va trach nInem xa 19

e.

Xir ly the hop ang Khach hAng Sing

BM 9.2-LB

4)- EV N NPT

PTC4

THU TUC

Ma s6: TT 09-LB

Lan ban hanh: 01

Ngay:

Trang: 3 / 5

DO WONG ST; HAI LONG C1.1A KHACH HANG

5.2. Xii ly phan hi khach hang ben ngoai Ira cac then Ivy

5.2.1. Track nhtern:

-,PhOng Dieu dO dau moi tie!) nhan vã xis cac phan h6i/ khieu nai quan den chat Itrong va san ltrgng din. Phong Ky thuat va cac ph6ng lien quan chiu tract' nhiem ho trg.

-,PhOng Ke hoach lam dau m6i tip nhan va xfr 1 cac phan h6i/ khiEu nai lien quan den viec thut hien hgp deng vgi lchach hang ben ngoai.

5.2.2. Qud trinh phian hai ctia khdch hang:

Lich nhifr HO try

PhOng Ke hoych Cac don vi Pheng Dieu dO

Phang Ke hoych

Cac don vi Phong Dieu dO

PhOng Ke hoych Cac don vi

Cac don vi

Cac don vi

Cac don vi

f. Thoc hi 'en va theo döi cdc bin phdp

BM 9.2-LB Cac don vi Ph6ng icy thuat

Ban Giam ac

THU TUC

MA s6: TT 09-LD

Lan ban hanh: 01

Ngay:

Trang: 4 / 5

DO LIYONG Sic HAI LONG CiLk ICH2kCH HANG

EV N NPT PTC4

Mo tá lieu

Khi c6 phan h6i khach hang, cac by0 phan c6 trach nhiem (theo muc 5.2.1) tiep nhan va ghi S6 theo d'Oi phan h6i khach hang (BM 9.1-LD).

Twang hgp phan h6i la kifieu nai cUa khach hang, b0 phan có trach nhiem ma phieu you cau xir 19 khieu nai khach hang (BM 9.2-LD).

Twang hgp phan h6i cUa khach hangila g6p 9, b0 phan co trach nhiem bao cao vei lanh dao Gong ty de de ra bin phap cai fin.

Sau khi phieu you eau xir 19 khieu nai khach hang dugcbe phan cótrach U- nhiem chuyen den dai din lanh dao va cac phong cO quan xi, (neu can).

Cac b0 ph"an co trach nhiem phan tich nguyen nhan khieu nai (nu can có the den hien truang). Ket qua kiem tra dugc lap thanh van ban, hai ben k1 xac than.

Neu khieu nai cUa khach hang khong ding, bao cho khach hang ffr ch6i giai quyet va ghi vao s6 theo ded khieu nai.

Neu khieu nai cUa khach hang la ding, can cü vao bien ban xac than tinh trang, phan fich tim nguyen than, va ket hgp yeti khach hang ding dua ra phuang an xir 19. Plurang An xir 19 dirge ghi vao 0 dr* 2 cim phial you eau xir 19 khieu nai khach hang (BM 9.2-LD)

e. Bien phap xis 19 c6 the la:

Giai quyet tn:rc tiep (lien quan den h6 so, giay tä nham tan)

B6i thriamg vat chat

Sim chin

f. Thuc hien va theo dOi bin phap

- Sau khi thuc hien xong viec xis 19 khieu nai khach hang, b0 phan có trach nhiem kiem tra lai ket qua tinrc hien va ghi ket qua vao 0 this 3 dm phieu yeu cau xis 19 khieu nai kith hang. Neu chua dig ma phial' moi.

- Dinh k5f 3 thang hoac dot xuat, b0 phan c6 trach nhiem lap bao cao ye tinh hinh phan h6i cUa khach hang trinh Dai din lath dao.

Can cir vao bdo cao, n6u phan h6i nao c6 tinh trang lap lai, kh8ng tim ra nguyen than ngay hoc c6 tem that ban thi ma phial yeu cau boat Ong khac phuc,

4.) EVNNPT

PTC4

THU TUC

MA s6: TT 09-LD

Lan ban hanh: 01

Ngay:

Trang: 5 / 5

DO LUtiNG STY HAI LONG CiJA KHACH HANG

phong ngna, tim nguyen nhan dim ra bin phap Ichac phoc, pheng ngira theo Thu tvc Hoat dOng Ichac phoc phong ngna yá cai tin (TT 08-LD), bao cao giam doc C6ng ty trong cu6c hop qui hoc Hop xem xet cüa lath dao.

5.3. Do luirng sty hail long khach hang ben ngoli :

- Dinh ky 12 thang hoc dot xuAt, Van ph6ng gui tad cac khach hang ben ngoai phieu ddnh gia cUa khach hang (BM 9.3-LD), sau khi thu thap cac phieu nay ve, phan loai cac 9 kien v'e sv hai long, khong hai long Ira cac kien nghi khach hang, lap bao cao trinh Dal din lath dao. Phieu danh gia cüa khach hang co the dieu chinh nOi dung cho phi' hop ding truang hgp cv th'e.

- Can cn vao cac bao cao cna cac dan vi, hra chon mOt s6 kien nghi trinh lath dao c6ng ty xem xot va phe duyet. Cac phucmg an dugc lap ke hoach \fa trien khai áp dung theo Thu toe Hog &ling khac phvc, ph6ng ngira vá cai tien (FIT 08-LD).

MX TR-cr Cac b0 phan co trach nhiem km S6 theo dOi phan h6i khach hang, Phieu you cu

'dr 19 khieu nai Ichach hang, Phieu g6p 9 khach hang (neu co) vá cdc ho so lien quan trong then gian 3 nam.

PHV LVC

BM 9.1-LD : S6 theo cloi phan hai Ichach hang

BM 9.2-LD : Phieu yeu du xfr 19 khieu nai khach hang

BM 9.3-LD : Phi& danh gid cUa khach hang

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Lan ban hanh: 01 BM 9.2-LB Trang:

193 EVNNPT

ITC.

CONG TY TRUYEN TAI DItN 4 PHIEU YEU CAU xiY Lt icrntu NA! KHACH HANG - NgAy thang Warn SO phiew

- Dan vi khieu noi.

IChong El CO an hanh dOng khic phne, ph6ng ngita khong? Co

Ngay thang nail] Nguiri kiêrn tra:

Khieu noi quan den:

Chat ltrqng : Theri gian: fl s6 Itrqng: fl Thanh tan: fl Khac:

Ni dung khieu noi:

Nguiri lip:

Nguyen nhan vã bin phap

Ngtroti thqc hien. Phe duyet

Thai gian hoax' that'll.

Ket qua thqc hien:

41110 EVNNPT

PTC4

C6NG TY TRUYEN TAI NUN 4

PHIEU DANH GIA CIJA KHACH HANG

Kinh

Nham gitip Cong ty Truyen tai din 4 lien We cal lien chAt lugng san pham/dich Iry nham dap (mg nhu cau ngay cang caa dm, khach hang. Rat mong Qu1 citing ty/qu), Ichach hay cho biet 9 kien cUa minh ye chat lugng san pham va dich vu cUa C6ng ty trong thin gian qua (bang each danh dau "X" yao 8 twang (mg)

Chit hem Irvin tai (So vol san pham khdc tren thi tracing)

KS Trung binh Tot

Tan dO rep h so dien ming ( CO dap ang ice hoach caa Quy khach)

Thuerng

Thai d0 phitc vy (Quy khach co ha! long)

xuyen chain Chain Dap ling

Kern Trung binh TOt

Thai gian sir , (CO kip thal? Dam bac) lien dei?)

Kern Trung binh Tot

Thang diem trong that gian qua, ,chuttg (Hay cho diem ye Cong ty theo thang diem 10)

1 2 3 4 5 6 7 8 9 10

Xin My cho hilt cdc f kiln khdc:

Ngay thang nam 20... Xac nh4n ctia Quy cling ty Van pitting

Ai

BM 9.3-LD Trang: Lan ban hanh: 01