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ARTICLE · 22 NOVEMBER 2016

Turkey Introduces Service Standards For Electricity Call Centres

Moroglu Arseven
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Decision numbered 6507-6 was issued on 29 September 2016 and published in Official Gazette number 29865 on 22 October 2016, entering into force on the same day.

TurkeyEnergy and Natural Resources
Moroğlu Arseven
Moroğlu Arseven
E. Benan Arseven
E. Benan Arseven
C. Hazal Baydar, LL.M.
C. Hazal Baydar, LL.M.
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Turkey's Energy Market Regulatory Authority ("EMRA") has introduced service standards for call centres run by electricity distribution companies and appointed supply companies which provide 24/7 services to consumers. Among other things, the standards set maximum waiting times for callers, as well as require all transactions and conversations to be recorded and stored for a certain period.

Decision numbered 6507-6 was issued on 29 September 2016 and published in Official Gazette number 29865 on 22 October 2016, entering into force on the same day.

Accordingly, call centres for electricity distribution companies and appointed supply companies, which are established to receive consumer objections and complaints or provide information, must now meet the following criteria:

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