Customer Service Standards. "Sumygaz" now receives meter readings and via SMS 104 my personal account

Updated 02/14/2017

Gas distribution companies that operate under the RGK (Regional Gas Company) brand are changing approaches to providing services and introducing new standards for working with customers. Even in difficult times for industry enterprises, every effort is made to improve the quality of service to gas consumers.

In particular, Customer Service Standards are being introduced, which regulate the requirements for personnel, in particular the standards of communication with customers and the dress code, criteria for evaluating specialists and customer service managers. First of all, the standards are being implemented in newly created Customer Service Centers (CSC).

More details about the standards are in the additional materials for viewing and downloading below.

Contact center

Over the past year and a half, the RGK Contact Center has been created, which today serves consumers of all gas distribution companies united under the RGK brand. Therefore, clients of these companies can use the services of single contact center operators:

• to get a consultation,
• convey evidence,
• complain.

clients contacted the Contact Center for advice, with a complaint or to obtain information for 1.5 years of its operation

At the same time, RGK Contact Center is expanding the range of services. Thus, a 24-hour service for automatic voice answering and processing of meter readings sent by SMS messages to the short number 7104 was recently introduced. Today, 110 thousand gas consumers use the SMS service for transmitting meter readings monthly.

Personal Area

A personal account service was developed and introduced at the end of 2015 on the website.

clients registered Personal Accounts on the website to transmit meter readings, pay for services, consultations

Thus, customers have many new opportunities for transmitting gas meter readings: from the “Personal Account”, through a contact center operator by phone, email, using a 24-hour automatic voice answering service or SMS message.

Customer Service Centers

This year, the first Customer Service Centers (CSCs) meeting the best European standards were opened in, and.

Customer service centers are planned to open in 2016

“We are trying to improve service conditions, create comfortable conditions and reduce the time spent by our clients to resolve urgent issues,” explained Chernigivgazi. In our relations with consumers, we profess openness and transparency." That is why preference was given to the open space format for the arrangement of the CSC premises. The CSC will serve all consumers of the gas distribution company.

By the way, the CSC is not just a modern center where consumers can receive services directly from a specialist. This is also a self-service center where you can independently use your Personal Account, Contact Center, payment terminal, etc. CSC employees will help with this.

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The 104.ua portal contains a lot of useful information about Ukrainian gas companies. Users can at any time clarify their details, view the list of services provided, find out the address of the nearest office, and read the latest news.

And those clients who register and create their own personal account 104.ua will be able to receive an even greater range of opportunities in real time via the Internet in terms of their own gas supply.

How to register a personal account 104.ua

Registration of an individual takes place on the official website of the portal. You can only go through it if you are already served by your regional company (you have a contract for the consumption of natural gas).

In this case, to create your own account, you will need to independently inform the electronic system of the name of the supplier company, personal account number, amount of the last payment, contact phone number and e-mail address.

Some information from this list can be clarified at the 104.ua contact center if you suddenly do not have the necessary information. When transferring data, it is best to use browsers such as Opera, Safari, Mozilla Firefox, Internet Explorer or Google Chrome.

You are unlikely to have any difficulties with registration, even if you do not consider yourself to be an experienced Internet user. The portal provides detailed instructions for each step of this procedure.

Login to your personal account 104.ua

Login to your personal account 104.ua also occurs on the official website of the portal about gas in Ukraine. On the main page, you must first select the function of the same name, then specify your login, which is your e-mail, and password, and then click on the “Login” button.

Login to your personal account 104.ua – https://104.ua/ua/cabinet.

Features of your personal account 104.ua

The 104.ua personal account does not have a very large list of features, but all of them are very important for gas consumers.

After its creation, individuals will be able to transfer meter readings directly through their account on the website, pay non-cash for gas, view all the necessary information about the personal account, in particular, the conditions of the current tariff program, available balance, history of expenses and transferred readings, and much more other. And all this can be done completely free of charge, at any convenient time and directly from your home computer.

One hotline number 104.ua No. Each regional representative office of gas companies in Ukraine has a separate one.

Personal account 104.ua is an online platform created for natural gas consumers using the services of Ukrainian gas companies. After registration and authorization, the service user can independently pay for gas receipts, send meter readings, view payment schedules, print and send applications. Thanks to its user-friendly interface, the system is understandable even for a novice visitor.

How to log into your personal account 104.ua

To enter your personal account 104.ua you need to go to the site, and in the uppercase of the page click the tab "To come in". In the authorization banner, indicate your login (email) and password. Next, confirm the action by clicking the “Login” button. If the login information is entered incorrectly, the system will immediately display an information window describing the problem situation. Quick authorization in the service occurs via the link:

When entering login data, you need to be careful and carefully type Latin letters and numbers, taking into account upper and lower case. If you cannot log into your personal profile using your data, it is recommended to write an email to the support service of the 104 ua web portal at the address: [email protected] . Sometimes there are cases when the owner of a personal account forgets his login or password.

In such a situation, the “Forgot your password?” item opens in the authorization field. or “Forgot your login?” By selecting the appropriate tab, the system will tell you how to properly restore the data. A link to activate your account will be sent to your email again, with data restored.

Logging into your personal account through the application occurs in a similar way. In the main menu of the program, select “Login”, indicate your username and password. By clicking the “Login” option, instant authorization will occur. Restoring personal data is carried out in the same way as in the computer version of the online platform.

104.ua - online account capabilities

• Transfer of readings from the electric meter;
• Obtaining information on the current retail price of natural gas;
• Payment for natural gas remotely;
• Receiving an invoice for the last billing period;
• Viewing data on received payment documents and accrued subsidies;
• Clarification of the size of the benefit and the preferential rate;
• Viewing the history of readings from the electric meter, cubic meters of gas consumed for previous periods;
• Clarification of the route of transportation of natural gas, calorific value of gas;
• Downloading an application for connection to supply and distribution;
• Communication with a specialist from the gas supply company;
• Obtaining up-to-date information on the gas production and gas supply market;
• Familiarization with the safety rules for using natural gas in domestic conditions.

Registration of a personal account on the portal 104.ua

You can register both on the 104.ua web portal and in the application 104Mobile. Individuals who use natural gas at home can use all the functionality of their personal account. To register, you must have a personal account number with you at one of the enterprises in Ukraine that supplies natural gas to residential premises. List of enterprises:

After registration, the subscriber will be able to manually send electricity meter readings to the company and pay for gas consumption online without leaving home. A personal account will also be opened for the registered user. Now we should list in order what is needed for registration on the portal 104.ua:

• Name of the enterprise that provides gas supply to individuals (starting from 07/01/2015);
• Account number;
• The amount that was paid for the last payment, or No. of the electric meter for gas;
• Subscriber's email.

Only 1 personal account is registered per email box. The format for registering a personal account in the mobile utility occurs after reading the background information. After registration, the same login and password for your personal account are valid both on the website and in the mobile application.

If a user registers on the 104.ua website, then it is advisable to go through all stages of the procedure on a personal and not someone else’s computer. Also, an Internet browser must be installed on the PC, which meets all the requirements of the operating system. It is recommended to use the latest version of the browser. If registration takes place from a smartphone, then full registration of the account is possible on the following operating systems - Android, iOS7 and higher, Windows.

Instructions for working with your personal account 104.ua, video:

Registration on the site begins by opening the “Registration” tab on the main page of the web portal. This same tab is present on all pages of the site. Next, the system issues an information prompt with information that needs to be taken into account during the registration procedure. It may concern:

• Personal account numbers;
• Amounts of the last payment for natural gas;
• Contact information (telephone number and current e-mail address).

Next, the resource visitor must read the privacy terms and agree to the processing of personal data. Without an agreement for the transfer of personal information, registration of a personal account is not allowed. If you agree, the next page will load "My data"(All fields are required). You need to enter:

• Name of the gas company;
• Personal account number of 10 digits (the number is on the application for connection to the terms of the Agreement or natural gas account);
• Select the registration method - by the amount of the last payment or by the number of the electric meter for gas;
• Amount of the last payment;
• Email;
• Phone number;
• Click the “Continue” button.

On the 104.ua web portal there is an information notice about the recommendation not to indicate e-mail domains of Russian services and the i.ua domain for registering a personal account. The reason is damaged links, email delivery errors. After entering the required data, it is better to double-check them.

An email containing a link will be sent to the email address specified in the registration form. The letter may end up not only in the “Inbox” folder, but also in the “Spam” folder. By clicking on the link, your personal account 104.ua will be activated. Information letters from the gas supplier company will be sent to this same email.

The press service of the Regional Gas Company of Ukraine informed its consumers about the creation of a new Internet portal. All information will be collected there and a personal account 104 will be created to inform consumers about the situation on the gas market. Currently, RGK LLC includes approximately 20 gas distribution companies located in the country. On the website https://104.ua, any client can:

• find out about current tariffs and gas prices;
• study the regulatory documents of gas companies;
• keep abreast of changes in legislation;
• read expert advice on using gas for domestic purposes;
• read periodic articles by famous journalists and leading politicians who analyze problematic issues in the gas market;
• evaluate the quality of services provided by Ukrainian gas companies.

Providing such information directly will make it possible to obtain unbiased reviews of the work of gas enterprises in the country.

The collected data will in turn be subject to detailed evaluation and objective analysis. The new portal will provide only reliable information about the gas market and pricing policy, which, unfortunately, has not been abundant in the country lately.

Account registration procedure

The personal account is currently running in test mode. This service is open only to residential gas users. Registration on the Internet portal of RGK LLC will take a few minutes.

After clicking the “Registration” button, in the appropriate windows you will need to enter a contact phone number and email address, the name of your gas supplier (for the period from July 1, 2015), the amount of the last payment made for gas supply and your personal account number. This number must be registered with any of the businesses listed on the website. The gas supplier usually sends out this information in your monthly receipt. If it is not saved, the consumer will be helped at the contact center of RGK LLC.

Please remember that only one gas meter can be assigned to one email address. It is also better not to forget that with any change in individual data, you need to indicate this in your own account yourself, or by contacting the service operators.

Description of the password recovery procedure

Like registering in the system, the procedure for recovering an unsaved password on the site is quite simple. You just have to click on the button with this inscription and the recovery procedure will begin. You can quickly either recover your password or come up with a new one. For convenience, it can be added to the site’s memory. The password can be changed in a few clicks. To avoid misunderstandings, site specialists ask their users to wait for the system to respond, and not try to change the password again and again without a response. If the user's gas company service supports the SMS control service, an alert with information will be sent to the phone. All other users receive a message of this kind by email.

Personal account features

Registration in the Regional Gas Company system and creation of a personal account opens up new opportunities for household consumers. This is the most convenient and simple way to check and coordinate. The service is provided free of charge. Here you can simply track information about your current personal account and prices, pay online for gas supply by entering current meter readings, and also view the full history of all payments.

There is also a 24/7 support service. If you contact us, the portal’s specialists will come to the rescue, answering any question the client may have. The user can also contact the site operators with a suggestion or complaint. The security system for your personal account is also pleasing. It works according to international standards, providing excellent protection of personal data entered into the system.

Many Internet users have already been able to evaluate the capabilities of the new site. Everyone is distinguished by its easy and convenient interface. Now, without leaving your home, you can quickly solve another pressing problem - the use of gas and its savings. You will be able to track your expenses and learn to save.

Detailed instructions for entering new gas meter readings and viewing the balance are available at the link: