| CUSTOMER SERVICE DEPARTMENT Reception of citizens: Weekdays I-V days 09:00-18:00 Contact number: 012-440-39-93 (ext. 22-19) Address: Baku city, N. Narimanov district, Kazim Kazimzade st. 20 Applications of families of Martyrs and citizens who became veterans of the National War are received without queue and processed promptly. |  |
Services covered by the Customer Service Department
In accordance with the requirements of the Law of the Republic of Azerbaijan "On Appeals of Citizens", consideration and response to appeals received through electronic services, social networks and other online tools, as well as carrying out physical (direct) processing of citizens' appeals
- Reviewing and responding to applications received;
- Physical reception of citizens;
- Consideration of applications in the manner and within the time limit prescribed by the Law of the Republic of Azerbaijan "On Applications of Citizens";
• Scope of applications received from electronic services provided by "Azerishiq" OJSC (also provided through "Asan xidmet" and "ASAN Kommunal" centers), as well as the main criteria referred to in the investigation and response
• Requests and consideration of services provided in the field of energy supply network
• Consideration of requests for connection to the power supply network of residential and non-residential areas built in the vicinity of high-voltage power lines
Consideration and response to citizens' appeals, taking into account the requirements of the decision of the Cabinet of Ministers of the Republic of Azerbaijan No. 103 dated June 10, 2005;
• Consideration of requests for the installation of the 2nd accounting meter in residential and non-residential areas
If there is an accounting set according to the relevant document issued by the State Registry of Real Estate at the addressed address, installation of an additional accounting set and addition of the notarized "allocation scheme" issued by that service to the documents.
- Review of applications for the assessment of the calculated estimate for the connection of residential and non-residential buildings to the energy supply network
In accordance with the Decree of the President of the Republic of Azerbaijan dated April 4, 2017 No. 180 in accordance with the Decree No. 1313 on the location of residential and non-residential areas at a certain distance from the existing Substation (TM) in accordance with the Resolution of the Cabinet of Ministers of the Republic of Azerbaijan dated July 24, 2018 and April 27, 2018 No. 326, as well as in accordance with the Resolution of the President of the Republic of Azerbaijan dated April 4, 2017 No. 234 of 2013 on the consideration of the citizen's appeal in the absence of a 0.4 kV power grid. Resolution of the Cabinet of Ministers of the Republic of Azerbaijan dated August 27, 2013.
Consideration of applications received regarding the registration of the apartment in multi-apartment residential buildings (Apartment-Building Cooperatives) by "Azerishiq" OJSC and the installation of a meter
Applying to "ASAN Kommunal" centers with relevant documents (identity card, proof of ownership and other necessary documents) for apartment registration and meter installation.
- Consideration of maintenance requests for electrical equipment
-Investigation of electrical equipment failures or incoming requests at the subscriber's discretion, preparation of a protocol of mutual agreement and, if possible, implementation of the service.
• Consideration of requests for correction and change of name and address information of subscribers
- When considering requests to change the name of the subscriber in the subscription code, first of all, the owner's information is checked (reference is made to the law on property rights of citizens and other regulatory legal acts), if not available certificate. The decision of the local executive authorities (as well as municipalities) confirming that the citizen is the owner of the residential and non-residential area is taken into account.
- Requests of subscribers for correction of the address of the subscription code are considered and corrected only upon presentation of a document confirming ownership. In other cases, according to the certificate of approval of the local executive authorities (as well as municipalities), appropriate entries are made in the subscription code for the address only in applications for social purposes.
- Subscribers' applications for correction of their subscription code address or name shall take into account any outstanding debts for electricity consumed in accordance with Article 8.22 of the Electricity Usage Rules.
• Consideration of subscribers' requests regarding the activation and deactivation of the subscription code
• Passivation of existing subscription codes is carried out in order to prevent other situations from happening in the case of personal request of the subscriber, long-term lack of energy consumption. Activation of the passive subscription code is carried out by the "ASAN Kommunal" and "Asan service" centers on the basis of the subscriber's personal application with relevant documents (document confirming the identity of the owner, technical conditions issued by the energy supply company and other documents justifying the activation of the subscription code) .
- Assessment of subscribers' requests to transfer the money paid to the wrong subscription code to the correct subscription code:
Implementation of the citizen application submitted with the original payment receipt, subscription code information and the consent application of the subscriber who received payment with the wrong subscription code.
- Revising the calculated consumption and prepared regulations in line with the demand of the subscribers:
- Debts on the accounts of subscribers and bills issued for various defects, upon personal application of the subscriber and in accordance with the requirements of the Cabinet of Ministers of the Republic of Azerbaijan dated February 2, 2005 No. 18 "Rules on the use of electric energy" (REE) and other normative legal acts in force .