Customer Relations
CEZ Group offers comprehensive energy solutions in the area of electricity, natural gas, heat supply, and related services. It provides tailor-made solutions for households, companies, municipalities, and public and private institutions. By leveraging modern technologies, CEZ Group contributes to reducing energy consumption, supporting sustainability, and improving the quality of life of customers.
CEZ Group operates primarily in the European Union market and conducts its activities in compliance with applicable legislation and regulatory requirements. A long-term priority is the protection of human rights, a transparent approach, and the accessibility of services for all customers, including vulnerable groups of the population.
The most important categories of customers and consumers from the perspective of CEZ Group are:
- electricity and gas supply customers – served primarily by subsidiaries:
- ČEZ Distribuce, a. s.,
- ČEZ Prodej, a.s.,
- GasNet, s.r.o.,
- ČEZ ESCO, a.s.,
- heat supply customers, especially ČEZ Teplárenská, a.s.
Smaller customer categories:
- customers of energy services of ČEZ ESCO, a.s., (companies, municipalities, public administration),
- customers of the group of telecommunications companies Telco Pro Services, a. s.,
- customers of the public charging station network of ČEZ, a. s.,
- foreign corporate customers of the Elevion Group focused on energy services.
CEZ Group has long been committed to a responsible, safe, and transparent approach towards its customers. It actively contributes to the cultivation of the market, supports awareness-raising activities, and helps customers protect themselves against unfair commercial practices. CEZ Group regularly evaluates its sales and marketing practices against the highest ethical and professional standards.
Due to its emphasis on fair conduct, transparency, and service quality, CEZ Group has long been perceived as a trustworthy partner in the energy sector.
CEZ Group's strategic targets in the area of customer relations until 2030 are structured according to individual segments:
SALES (retail customers):
- maintain the Net Promoter Score (NPS) among the best suppliers on the market, and maintain the customer base,
- digitize 100% of our key customer processes,
- expand our portfolio of products so as to enable residential customers to achieve energy savings, reduce emissions, and take advantage of flexibility in the energy market,
- build up electric mobility infrastructure.
Energy service companies (ESCO):
- strengthen the role as a decarbonization leader, enable effective emission reduction and energy savings for industrial customers, municipalities, and public administration.
DISTRIBUTION:
- invest in the development and renewal of networks, smart grids, and digitalization,
- support the transition to zero emissions sources.
GAS SECTOR:
- systematic preparation for the transition from coal to natural gas and subsequently to hydrogen.
In its relationship with customers, CEZ Group focuses primarily on three main areas:
1. Supporting education and innovation
Customers are supported in taking an active role in managing their energy consumption through educational programmes, online tools, and modern technologies that contribute to energy efficiency and sustainable development. CEZ Group places strong emphasis on customer education, in particular through educational activities such as the ČEZ Academy and online platforms focused on energy savings and protection against unfair commercial practices, including the ČEZ Nedejte se website.
Programmes such as Šetřím.cz provide customers with practical tools to optimise energy consumption, contributing to cost reductions and improvements in their quality of life. At the same time, CEZ Group invests in the development of infrastructure, reliability of supplies, and the capacity of the energy system in response to the growing share of renewable energy sources. These investments support customer satisfaction as well as the achievement of environmental objectives and the provision of safe and reliable electricity supplies.
CEZ Group focuses on maintaining good relationships with its customers in the long term. ČEZ Prodej has declared a customer satisfaction goal and compares itself with major electricity suppliers, this is also a key indicator included in VISION 2030.
Within the NPS and the CX Composite Index, CEZ Group annually evaluates the achievement of the set targets and subsequently defines new targets for the following period. These targets are aligned with VISION 2030 and are aimed at the long-term improvement of customer satisfaction.
In 2025, the Net Promoter Score (NPS) of ČEZ Prodej, a.s., reached a value of 27, representing the best result ever recorded and a year-over-year improvement of 8 points compared to 2024. The company was almost 5 points above the retail market benchmark and ranked second among large energy suppliers. Customers primarily perceive ČEZ Prodej, a.s., as a reliable and stable partner, while energy prices remain the most frequently mentioned negative factor across the market.
Transactional satisfaction, measured through the CX Composite Index, reached 89% in 2025, meaning that nearly 9 out of 10 customers awarded the highest possible rating for the handling of their request. This result is mainly supported by professional customer service and the use of digital tools, including the MŮJ ČEZ mobile application. Special attention is paid to customers with specific needs, such as persons with disabilities.
ČEZ Distribuce, a.s., has a long-term customer satisfaction target set at 95% and also monitors the NPS indicator, which is evaluated based on a benchmark of the largest retail market entities. As at the end of 2025, the NPS of ČEZ Distribuce, a.s., reached 24.2.
CEZ Group’s strategic priorities include continuous modernization and digitization of the distribution system and digitization of key customer services. These priorities were announced as part of VISION 2030.
- Digitalization and automation are areas in which CEZ Group systematically invests:
- The digitalization of all 46 customer processes has been completed. The share of customer requests resolved digitally through the MŮJ ČEZ mobile application is approaching the target value of 50%.
- The MŮJ ČEZ application enables customers to monitor their energy consumption, adjust advance payments, make payments, manage invoices, and administer contracts or tariffs online.
- The Proud application further simplifies communication with the distributor, enables digital self-reading of electricity meters using a camera, and provides notifications on low tariff times, outages, and failures.
- An extensive rollout of smart meters is underway, supporting continuous metering, digital data processing, and the development of smart tariffs.
- CEZ Group develops intelligent distribution networks (smart grids), including remotely controlled elements, automation, and advanced metering systems, which enhance supply reliability and enable the integration of decentralized generation and electromobility.
- The construction of fibre-optic networks strengthens data transmission capacity from smart metering systems and supports the further development of digitalization of the energy infrastructure.
- In the area of electromobility, digital solutions are supported by futurego services, which, through a mobile application, provide access to an extensive network of charging points and enable transparent management of charging in the Czech Republic and abroad.
2. Customer Data Protection Policies
A trustworthy relationship with customers is built on transparent contractual terms, clear communication, and the protection of personal data in accordance with the GDPR and other relevant legal regulations. ČEZ Distribuce, a.s., ČEZ Prodej, a.s., and other CEZ Group companies have established unified processes for the protection of personal data and the provision of reliable information, as well as for the transparent, objective, and timely handling of enquiries, complaints, and claims. All received submissions are duly investigated, and customers are provided with a written response.
3. Health and Safety (Customers)
Safe and reliable operation of energy infrastructure, the quality of provided services, and preventive measures are key to minimizing risks and protecting customers from potential adverse impacts. CEZ Group has long been investing in the modernization and strengthening of energy infrastructure in response to the growing share of renewable energy sources and the development of modern technologies, which enable rapid fault localization and shorten supply restoration times.
The operation of the distribution system is ensured in compliance with legislative requirements, technical standards, and internal regulations, while safety and reliability are continuously verified through inspections, audits, and monitoring. In the event of non-compliance with the established quality-of-supply standards, transparent procedures are applied for the resolution and compensation of incurred damages. The system also includes the management of operational safety of gas infrastructure, focused on the prevention of serious incidents and the protection of customers’ health.
At CEZ Group, the priority is high-quality customer care and effective communication through modern and sustainable channels. Digitalization and a multi-channel approach enable fast, transparent, and legally compliant resolution of customer requests, including non-standard situations or unsatisfactorily resolved cases.
CEZ Group companies, in particular ČEZ Prodej, a.s., and ČEZ Distribuce, a.s., have established processes for the objective, non-discriminatory, and timely handling of complaints and claims. Submissions may be filed through contact points, call centres, and digital channels (online forms, customer applications, and web portals). Each submission is assessed individually, and customers are always provided with written information on the outcome of the investigation.
As a regulated entity, ČEZ Distribuce, a.s., handles complaints in strict compliance with applicable legislation and the principle of equal treatment. Correctness and a non-discriminatory approach are regularly verified through internal controls and customer satisfaction surveys, with identified shortcomings used for the continuous improvement of processes.
| Type of communication channel | Form of contact |
|---|---|
| Customer centers and technical consultation points enable personal solutions to requests, complaints, or advice. The network of centers covers the main Czech regions and ensures fair and transparent access to customers. | Personal |
| Call center – represents a key contact point for customers who prefer telephone communication to resolve inquiries, complaints, receive advice, or conclude contracts. | Telephone |
| The contact line of ČEZ Distribuce, a. s., is primarily used for reporting failures by telephone and, if necessary, resolving distribution requests. | Telephone |
| MŮJ ČEZ – a digital self-service channel available 24/7 allows customers to manage service points, monitor consumption, enter self-readings, make online payments, submit complaints, and file other requests related to service points. | Online |
| Proud mobile app – used to manage service points and file requests and monitor their status. | Online |
| Distribution Portal – a web application for managing service points and handling or monitoring the status of processing of submitted requests (www.cezdistribuce.cz). | Online |
| ESCO Portal – a web application that provides ČEZ ESCO, a.s., customers with a basic overview of electricity and gas consumption and allows convenient and quick resolution of requests. | Online |
| ESCO Energy Market – an app for purchasing and selling energy (B2B), flexible options to purchase electricity or natural gas, and purchasing electricity based on price developments on the energy exchange. | Online |
In addition to standard complaint processes, CEZ Group operates several communication channels designed for reporting concerns and submitting suggestions, including:
- Whistleblowing Hotline,
- Data Protection Officer.
The Ombudsman is independent of CEZ Group's subsidiaries and deals with complaints from customers who are dissatisfied with the handling of their complaints in the areas of billing, consumption measurement, or service quality. The Data Protection Officer oversees the protection of the rights of personal data subjects in accordance with the GDPR. The Whistleblowing Hotline allows for anonymous reporting of suspected illegal or unethical conduct.
All of the above mechanisms are regularly reviewed and their selected results are published in annual reports, including data and statistics regarding the assessment of suggestions and complaints, personal data protection, the Customer Ombudsman, and the Whistleblowing Hotline.