Annual report 2012

Responsibility to customers

The majority of the Group’s attention was given to introducing new methods of communication, new technologies and sources of assistance to facilitate users’ access to information, and to the search for new business solutions and the introduction of new work processes to optimise the internal functioning of the Company.

We introduced the monitoring of user satisfaction via surveys, and the measurement of satisfaction at all key contact points with users. We determined that more than 90 % of users are satisfied with communications.

One well received innovation was the possibility of ordering SMS notification regarding storms for the preventive shut down of users’ terminal equipment. We thus increased customer satisfaction and reduced the costs of damaged equipment and field visits to subscribers. We also informed users about services via an e-newsletter.  

At the beginning of the year, we offered subscribers the possibility of a single invoice for all the services of the merged company. In accordance with principles to reduce the Group’s impacts on the environment, we employed a prize game to promote the use of e-invoices in electronic banking systems and/or the sending of invoices by email. The number of printed invoices was down 8 % owing to all of the aforementioned measures, while the number of invoices issued exclusively in electronic form was up 41 % compared with 2011. At the end of the year we provided all necessary support to users for the opening of direct debits at Telekom centres.

To reduce the costs of building the copper-based network, the Group regularly connected traditional telephone services (WLL) at locations where PSTN connections are not economically justified. We also took steps to connect SiOL telephony in areas where the FTTH network is built.

We continued activities to improve customer satisfaction and loyalty. A great deal of emphasis was placed on the members of loyalty programme – SiOL’s loyalty programme and Mobitel’s Točke povezanosti (Points of Connection) loyalty programme.

No fines were received due to failure to comply with regulations regarding products and services.

Communication with users and technical help desk services

All contact centres in Ljubljana were combined at a single location to ensure that the customer relations process is carried out in one place. We provided advisers an even better organised and stimulating work environment. As an innovation in communications with users, the Group opened a Twitter account under the Mobitel name, which attracted a large number of followers in a short period of time. We respond to many different questions on a daily basis, the majority of them from very demanding users.

We also upgraded communications with users in the area of telemarketing and began to take a more active approach to the business users of fixed services. As expected, the response of users to the Group’s concern for satisfaction and to better promotional offers was positive. We also took an active approach to the satisfaction of fixed and mobile subscribers following the conclusion of subscriptions. 

The technical help desk represents a special area of customer care. Technical help was provided to a wide range of users. We made private users’ communications with the Group easier and introduced several new communication channels. Users now have the possibility of communicating via a toll-free telephone number, email, a form on SiOL’s service pages, the SiOL forum, Facebook and Twitter.

Special attention was given to business users by ensuring new access points, where calling users receive specialised technical assistance. We thus ensure excellent support in terms of responsiveness and the technical expertise required due to significantly more complex technical solutions. The response of users was positive.

Transparency in the charging of services

The Group ensures the uniform control of invoices for both fixed and mobile services, and the timely rectification of system errors prior to the issue of invoices, which also has a positive effect on customer satisfaction and reduces the number of complaints.

The proportion of complaints with regard to invoices issued was 0.35 % in both the mobile and fixed services segments.

A total of 18,216 complaints were received in the mobile segment on 6.5 million invoices issued, meaning the proportion of complaints was 0.28 %. The majority of complaints related to requests for a copy of an invoice, followed by complaints regarding the termination of a subscription.

We received 23,724 complaints on 5.5 million issued invoices for services, translating to a proportion of complaints of 0.44 %. The majority of complaints related to internet services.

Concern for children's internet security

The Group actively promoted safe internet use, particularly in the most vulnerable segment of the population, children and adolescents. To that end, the Group has participated in the Slovenian initiative for safe use of the internet since its inception, and is a signatory of the code of mobile operators and internet providers aimed at user protection. 

We set up the heading Advice on the safe use of mobile devices and services on Telekom Slovenije’s website, where we inform users on the safe and responsible use of mobile devices. Information can be found at the following link.

TSmedia, which manages Planet, and other portals, is also an active supporter of the project. A well-defined editorial policy ensures that freely accessible content on the aforementioned media are secure and/or appropriately marked. We have also set up links for the reporting of hate speech on the website Spletno oko .

Broad access to the Group’s services

For several consecutive years, we have provided favourably priced access to the Group’s services by special user groups, and continued that tradition in 2012. We offer students, users with special needs and pensioners specially priced packages of broadband services, and fixed and mobile voice telephony services.

Access to ICT services is also ensured in remote, less populated regions. The Group’s mobile telephony signal is accessible across the entire territory of Slovenia, while a large portion of territory is also covered by broadband internet access and fixed telephony. GVO completed the construction of open broadband networks in the following municipalities in 2012: Mokronog-Trebelno, Mirna Peč, Trebnje, Mirna, Šentrupert, Žužemberk, Sevnica and Slovenske Konjice.

A package with low-priced text messaging and free video calls is aimed at the deaf and hearing impaired, while volunteer organisations involved in protection and rescue activities were offered mobile services packages with no subscription fee. We developed and introduced the SMS112 service that allows the deaf and hearing impaired to make emergency calls in the event of danger.

Group companies in South-Eastern Europe have contributed to exceeding digital stratification in their own environments. The Macedonian company One is working with a subcontractor in a government project aimed at providing internet access in the remotest regions, and is the internet provider for all primary and secondary schools in Macedonia. Ipko ensures a high level of coverage of Kosovo with its mobile signal, while Aneks provides access to state-of-the-art telecommunications to the rural population via a wireless triple play package.