Customer Relations Management
Impact on Business (GRI3-3)
Challenges and Opportunities (GRI3-3)
CKPower is dedicated to delivering electricity with the highest levels of efficiency and reliability to continuously meet the needs of customers in Thailand and the Lao PDR, while strictly complying with its Power Purchase Agreements (PPAs). This commitment strengthens customer confidence, satisfaction, and long-term collaboration. However, the Company faces challenges in maintaining stable electricity generation and transmission amid emergency situations, operational risks, and rising customer expectations, including timely communication, clarity of information, and transparency in issue resolution processes. To address these challenges, CKPower places strong emphasis on transparent and responsive customer relations management through proactive communication, clearly defined coordination channels, and designated contact persons. The Company also leverages advanced technologies and energy innovations to enhance service quality, deliver a positive customer experience, strengthen stakeholder confidence, and support long-term sustainable growth. These efforts aim to mitigate risks related to power supply continuity and reinforce operational reliability.
Commitment (GRI3-3)
CKPower acknowledges the increasing expectations of customers regarding reliability, service quality, and continuity of electricity supply. In response, CKPower places strong emphasis on thorough and continuous customer relations management to strengthen trust, enhance satisfaction, and foster long-term partnerships. This is achieved through transparent communication, timely responsiveness, and internationally recognized service standards, based on the principles of Reliability, Transparency, Responsiveness, and Fairness. The Company actively listens to customer feedback and suggestions and incorporates them into improvements in its power generation, electricity delivery, and related service processes to enhance operational efficiency and ensure alignment with customer requirements, while regularly monitoring performance and applying lessons learned. In addition, CKPower undertakes activities and initiatives that promote collaboration with customers, while considering social and environmental impacts throughout the value chain. The Company also integrates advanced technologies into its power generation and electricity delivery processes to provide sustainable clean energy and create shared value for customers and all stakeholders, thereby supporting the energy transition and the achievement of regional sustainable development goals.
Operational Guidelines (GRI3-3)
CKPower places great importance on customer relationship management and remains committed to continuously enhancing customer satisfaction by adhering to internationally recognized management standards. The Company upholds fairness, integrity, and strict confidentiality in business operations while ensuring the timely delivery of high-quality products and services.
To maintain operational excellence, CKPower conducts regular power generation system tests in compliance with the stringent standards set by the Electricity Generating Authority of Thailand (EGAT). These measures ensure customers receive a stable power supply under all circumstances, reinforcing confidence in a high-quality and sustainable electricity distribution system.
Beyond operational efficiency, CKPower actively fosters customer engagement through a variety of initiatives, including seminars, information-sharing meetings, site visits to renewable energy projects, corporate sports events, and corporate social responsibility (CSR) activities within local communities. The Company also conducts annual customer satisfaction surveys to gather valuable insights for continuous improvement, ensuring that its operations align with customer expectations.
Customer Relations Management Strategies
- Customer Engagement and Responsiveness
- Gather customer feedback and suggestions to improve power generation processes, electricity delivery, and service quality.
- Ensure a swift and effective response to customer needs, maintaining the highest level of satisfaction.
- Transparent and Continuous Communication
- Maintain clear and transparent communication throughout all service interactions.
- Leverage multiple communication channels, including meetings, seminars, and digital platforms, to ensure accessibility and responsiveness.
- Compliance with Agreement Terms and International Standards
- Adhere strictly to power purchase agreements, ensuring reliable electricity delivery.
- Align with clean energy and sustainability standards to strengthen customer confidence.
- Conduct regular inspections and quality assessments to meet customer expectations and industry benchmarks.
- Fostering Trust and Long-term Relations
- Strengthen customer relationships through engagement activities such as seminars, information-sharing meetings, renewable energy site visits, corporate sports events, and community-focused CSR initiatives.
- Foster strategic collaboration to drive sustainable energy solutions and long-term partnerships.
- Innovation and Technology Development
- Integrate advanced technology into power generation and distribution to optimize efficiency and reduce environmental impact.
- Develop tailored products and services to support customers in the evolving energy transition.
- Efficient Emergency Management
- Implement risk management strategies and emergency preparedness measures to ensure service continuity.
- Maintain backup systems and a dedicated response team to deliver uninterrupted and reliable electricity supply.
Electricity Delivery Monitoring
CKPower adopts a three-level monitoring approach for electricity delivery at the management, supervisory, and operational levels to oversee, monitor, and evaluate power generation and distribution comprehensively and continuously throughout the value chain.
In 2025, the Company conducted operational performance tests at three power plants, which revealed that the facilities operated at maximum efficiency in full compliance with established standards. The Company also maintains continuous oversight of its Power Purchase Agreements (PPAs), ensuring efficient energy delivery and the ability to sustainably meet customer requirements in the long term, while enhancing preparedness for abnormal situations and mitigating risks related to power supply continuity.
Customer Satisfaction Survey
CKPower conducts customer satisfaction surveys across all its power plants to assess operational performance and service quality. The survey results are leveraged to refine service systems, support strategic planning, and improve operational efficiency, ensuring continuous development and excellence in service delivery.
In 2025, customer satisfaction was evaluated across all CKPower power plants, using a scoring system based on a full score of 100%. The assessment is categorized into five levels: Excellent (91-100%), Good (81-90%), Average (61-80%), Poor (51-60%), and Very Poor (less than 50%). The survey results revealed that all CKPower power plants achieved ratings in the Excellent category, with scores ranging from 95.4% to 99.3%. The following criteria were used to assess customer satisfaction:
Bangpa-in Cogeneration Power Plant 1 and 2
The customer satisfaction survey for Bangpa-in Cogeneration Power Plant 1 and 2 is conducted through interviews with executives and relevant staff from both the client side and the Company. The survey consists of 7 criteria, with a total weight of 100%, divided into
- Power/steam system quality control
- Precision of power/steam purchase and sales volumes
- Power/steam equipment maintenance
- Convenience of reporting power/steam issues
- Accuracy of power/steam details on invoices
- Speed of delivering power/steam invoices
- Ability to respond to inquiries
Nam Ngum 2 Hydroelectric Power Plant
The customer satisfaction survey for the Nam Ngum 2 Hydroelectric Power Plant is conducted through interviews with executives and personnel involved with customer companies. The assessment is based on four key dimensions, with a total weight of 100%, divided as follows:
- Quality (33%)
- Communication (17%)
- Personnel (25%)
- Corporate image of the power plant (25%)
Bangkhenchai Solar Power Plant
The customer satisfaction survey for Bangkhenchai Solar Power Plant is conducted through interviews with executives and relevant staff from both the client side and the Company. The survey consists of 8 criteria, with a total weight of 100%, divided into
- Monthly data submission
- Technical coordination and communication
- Notification of system open-close cases
- Convenience in meter reading
- Accuracy of electricity calculation and issuance of payment collection letters
- Accuracy of invoice, billing statement, tax invoice, and receipt details, including dates and address by the power plant
- Professionalism of the Company’s staff
- Convenience and speed of contacting the Company’s staff
Xayaburi Hydroelectric Power Plant
The customer satisfaction survey for the Xayaburi Hydroelectric Power Plant is conducted through interviews with executives and relevant personnel from customer companies. The survey consists of seven assessment criteria, with a total weight of 100%, divided as follows:
- Power system quality control
- Accuracy of electricity purchase and sales volumes
- Maintenance of electrical equipment
- Convenience in contacting the plant or notifying it of a power failure
- Accuracy of the information in the electricity invoices
- Speed of delivery of electricity invoices
- Ability to respond to inquiries
Complaint Handling Guidelines (GRI2-25)
Telephone
Directly connected to the power plant control room 24 hrs.
Line Application Group
Used for communication between the Company and customers.
Customer Complaint Management Channels and Processes
For personal data inquiries, contact ckpdpo@ckpower.co.th.CKPower has put in place channels for communication, complaints, and mutual conflict resolution as well as customer satisfaction surveys, including 24 hours direct line to the control rooms, Line group on Line application, and e-mail to customer relations officers, so as to consistently improve its operations.
1. Telephone: Directly connected to the power plant control room 24 hrs.
2. Line group on the Line application: Used for communication between the Company and customers.
3. E-mail: Sent to customer relations officers.
4. Customer Complaint Management Channels and Processes: For personal data inquiries, contact ckpdpo@ckpower.co.th.
Complaints received through various channels will be forwarded to the relevant departments for appropriate and thorough resolution. The Company continuously utilizes customer feedback to improve its operations, ensuring services that meet customer needs and maximize satisfaction.
Customer Complaint and Feedback Handling Process
Customer complaints filed through the available channels, including telephone, email, or Line, are received and recorded in full and are subsequently forwarded to relevant departments for analysis and proper resolution. Every step in the process is conducted with efficiency, transparency, and a commitment to timely action. Once the issue is resolved, the Company provides the status to the customer and documents the complaint details in its database. This data is utilized to enhance work processes, prevent recurring issues, and reinforce customer confidence and satisfaction.
Customer Data Protection
CKPower prioritizes customer data protection by implementing a structured access control system based on data sensitivity levels, preventing unauthorized disclosure to external parties. The Company has also established guidelines aligned with listed company regulations to enhance transparency and security in its operations.
Additionally, CKPower integrates advanced information technology systems with robust security measures, including systematic risk monitoring, cybersecurity management, and system protection across all operational processes. The Company remains committed to minimizing information technology risks efficiently and sustainably.
Customer Satisfaction Survey and Response to Customer Needs
As part of customer relations management, CKPower conducts annual satisfaction surveys using both questionnaires and in-depth interviews to continuously evaluate and improve its service quality.
Satisfaction targets are established with customer participation and serve as a reference for all power plants to ensure that their service delivery meets standards and customer expectations.
2025 Survey Results
Based on the customer satisfaction surveys conducted, most customers have expressed high levels of satisfaction in the following areas:
- Service quality: Reliable energy production and delivery systems
- Communication speed: Fast communication and information provision
- Problem solving and complaint response: Rated at a Good level, reflecting clear handling and strengthened customer trust.
However, to further improve service delivery, the following improvement guidelines have been developed:
- Adding new communication channels: Introducing more diverse and accessible communication channels to ensure customers receive information conveniently and promptly.
- Enhancing Information Clarity: Providing more concise and user-friendly information to support effective decision-making.
CKPower is committed to consistently implementing these practices to enhance service quality and customer responsiveness in a transparent and accountable manner, while reinforcing the long-term sustainability of its operations.
Customer Satisfaction Survey Results
Customer Satisfaction Survey Results
*Remark: Xayaburi Hydroelectric Power Plant commenced operations in 2021.
2025 Customer Satisfaction Survey Results by Power Plant
| Power Plant | Target | Satisfaction Score | |
|---|---|---|---|
| Bangpa-in Cogeneration Projects 1 and 2 |
Over 90% |
99 % |
|
| Nam Ngum 2 Hydroelectric Power Plant |
Over 85% |
99 % |
|
| Xayaburi Hydroelectric Power Plant |
98 % |
99 % |
|
| Bangkhenchai Solar Power Plant |
Over 95% |
93 % |
|
Criteria: Excellent = 91-100%, Good = 81-90%, Average = 61-80%, Poor = 51-60%, Very Poor < 50%
Responding to Customer Needs: The Case Study of Wildfire Risk Management in Partnership with the Electricity Generating Authority of Thailand
The Xayaburi Hydroelectric Power Plant received feedback from the Electricity Generating Authority of Thailand (EGAT) regarding potential risks associated with transmission line fault protection systems, which could be disrupted by forest fires and agricultural burning along transmission line corridors.
In response, the Company implemented proactive preventive measures in collaboration with its transmission line maintenance contractors and local communities. These efforts included systematic site surveys, risk analysis, and the development of a coordinated management plan to effectively mitigate potential impacts.
1. Operational Planning: Joint operational planning meetings were conducted between Xayaburi Hydroelectric Power Plant, representatives of transmission line maintenance contractors, and communities along the transmission lines to establish coordinated preventive measures.
2. Area Survey and Community Analysis:
- A field survey was conducted along approximately 196 kilometers of transmission line corridors, covering both communities and agricultural areas.
- The Company analyzed the collected data across multiple dimensions, including community livelihoods and occupations, cultivation practices, planting and harvesting periods, as well as the level of community awareness and understanding of regulations applicable within the transmission line corridor.
A field survey was conducted in communities along Xayaburi Hydroelectric Power Plant’s transmission lines, with feedback collected on agricultural area management during cultivation periods and proper firebreak management
3. Execution
- In collaboration with Civil and Transmission Engineering (CTEC), CKPower organized educational workshops titled “Agricultural Area Management and Proper Firebreak Creation,” emphasizing safe agricultural practices and the 17 prohibited practices applicable to communities along the transmission lines
- These activities and workshops were implemented in six pilot communities in Xayaburi Province, including Ban Huai Luek, Ban Nam Song, Ban Phou Fa Mi Sai, Ban Khun Phon, Ban Huai Rot, and Ban Huai Ped. A total of 429 community members participated, enhancing awareness and understanding of wildfire risk mitigation and the prevention of burning activities that could affect the power transmission system.
Community awareness activities were conducted in February 2025 for communities located along the transmission line corridor to enhance understanding of environmental protection, wildfire management, proper firebreak construction, and the guidelines related to the 17 prohibited practices under the transmission line corridor.
4. Performance Monitoring and Annual Plan Improvement
- Monthly area inspections are conducted in collaboration with local communities and suppliers, with a particular focus on the high-risk wildfire period from October to June.
- Risk assessments are carried out to develop proactive preventive measures and continuously refine action plans for enhanced effectiveness.
Outcome
Through these collaborative efforts with the Electricity Generating Authority of Thailand and key stakeholders, Xayaburi Hydroelectric Power Plant has successfully minimized wildfire-related risks affecting the transmission line fault protection system. These proactive measures ensure the stable, secure, and reliable delivery of clean electricity to Thailand.
Long-term targets, 2025 targets, and 2025 achievements (GRI3-3)
| Customer Relationships Management | |||
|---|---|---|---|
Customer Relationships Management |
|||
| Long-term Targets | |||
| Customer complaints |
Zero
|
||
| Maintain operational efficiency of the power system to ensure customer confidence | |||
| Deliver electricity to customers in accordance with the terms of the Power Purchase Agreement (PPA) |
Deliver electricity |
||
| 2025 Targets | 2025 Achievements | ||
| Customer complaints |
Zero
|
Zero
|
|
| Customer satisfaction with the Company’s operations |
92% |
97% |
|
| Deliver electricity to customers in accordance with the terms of the Power Purchase Agreement (PPA) |
Deliver
|
Deliver
|
|
| SDGs |     |
||
Project Highlights in 2025
CKPower has continuously implemented its customer relations management strategy to strengthen confidence and cultivate long-term sustainable relationships. In 2025, the Company organized a range of engagement activities, including seminars, knowledge-sharing sessions, renewable energy project site visits, sports events, and CSR initiatives. Key activities are as follows:
CSR Activities in Collaboration with Customers: Khlong Suay Nam Sai Project in Khlong Sai Community, Bangpa-in Cogeneration
On October 15, 2025, Bangpa-in Cogeneration Power Plant implemented a social value creation initiative under the “Khlong Suay Nam Sai: Khlong Sai Community Cares for the Environment” project in Khlong Sai Community (Moo 2 and 3), Khlong Chik Subdistrict, Bangpa-in District, Phra Nakhon Si Ayutthaya Province. The project aimed to concretely support the improvement of water quality and environmental management within the community. As part of the project, CKPower installed four solar-powered water turbines in Khlong Sai Canal to increase dissolved oxygen (DO) levels and enhance overall water quality. The effort reflects CKPower’s customer relationship management strategy by fostering collaboration and creating shared value, while continuously considering social and environmental impacts. It also strengthens customer confidence and reinforces long-term partnerships.
Khlong Suay Nam Sai Project in Khlong Sai Community
CSR Activities in Collaboration with Customers: NN2 Green Day for the Environment and Sustainable Communities, Nam Ngum 2 Hydroelectric Power Plant
Nam Ngum 2 Hydroelectric Power Plant marked Lao PDR’s National Tree Day with a large-scale tree planting activity, held in collaboration with the Electricity Generating Authority of Thailand (EGAT) and Electricité du Laos (EDL). A total of 120 employees from Nam Ngum 2 Hydroelectric Power Plant, EGAT, and EDL participated in the initiative, collectively planting 230 trees, including Inthanin, Coconut, and Teak trees. This activity reflects CKPower’s customer relationship management strategy through collaboration and active engagement with key partners across the value chain, while strengthening environmental stewardship and sustainable community development. The Company also plans to implement systematic reforestation initiatives in suitable areas to ensure that customers and local communities can jointly expand green spaces and support economic value creation in the areas of operation
In addition, participants were provided with knowledge and guidance on proper tree planting and maintenance practices, aligned with the guidelines of the Thailand Greenhouse Gas Management Organization (Public Organization) (TGO), to support climate action and long-term environmental impact reduction.
NN2 Green Day: Tree Planting for a Sustainable Environment and Community
Relationship Building Activity for Knowledge and Experience Exchange with Bangpa-in Cogeneration Power Plant’s Network of Operation-Level Customers
On November 1, 2025, Bangpa-in Cogeneration Power Plant hosted a relationship-building activity focused on knowledge and experience exchange with its operation-level customer network. The event brought together 11 participating companies, fostering collaboration and knowledge-sharing to enhance energy efficiency and operational standards. During the session, the power plant presented its performance in accordance with electricity service standards (SAIFI, SAIDI) under its power distribution system license, reinforcing its commitment to reliable energy delivery. Additionally, Quality Construction Products Public Company Limited (QCON) and OLIC (Thailand) Co., Ltd. shared their management approaches and operational experiences, fostering mutual learning within the customer network. The activity supported knowledge exchange, encouraged innovation, enhanced energy stability, and strengthened long-term partnerships based on transparency, quality communication, and continuous responsiveness to customer needs.
Relationship Building Activity for Knowledge and Experience Exchange with Bangpa-in Cogeneration Power Plant’s Network of Operation-Level Customers in 2025
Relationship Building Activities for Knowledge and Experience Exchange with Customer Networks
Xayaburi Hydroelectric Power Plant actively implements customer relations management to foster strong and sustainable partnerships by facilitating regular exchanges of information, knowledge, and experiences within its customer network. Through ongoing meetings and discussions, the Company ensures open communication and collaborative engagement.
In 2025, the Company organized the “Xayaburi Meets Customers” activity in collaboration with Electricité du Laos (EDL NNC) and the Electricity Generating Authority of Thailand (EGAT). This initiative aimed to strengthen relationships while providing a platform for customers to share their opinions, needs, and valuable suggestions. Key discussion topics included
- Customer Feedback and Expectations: Listening to customer input to enhance operations and communication.
- Issue Clarification and Resolution: Addressing operational challenges and proposed solutions to strengthen transparency and confidence.
- Operational Performance Update: Presenting performance results, maintenance plans, and related activities to support supply continuity.
- Business Outlook and Planning: Reviewing customer investment and electricity demand plans to support production planning and joint risk management.
This engagement contributed to CKPower’s ability to effectively plan and optimize electricity generation, while reinforcing its shared value approach under a sustainability strategy focused on collaboration, co-development, and long-term reliability of energy delivery.
Relationship Building Activity for Knowledge and Experience Exchange with Xayaburi Hydroelectric Power Plant’s Customer Network
Relationship Building Activity for Knowledge and Experience Exchange with Nam Ngum 2 Hydroelectric Power Plant’s Customer Network
Nam Ngum 2 Hydroelectric Power Plant organized the “Nam Ngum 2 Customer Relations Building” activity, providing an opportunity for the Electricity Generating Authority of Thailand (EGAT) to visit the plant and observe its operations. The visit facilitated transparent communication and collaborative planning through discussions on key operational matters. The exchange focused on critical topics, including:
- Current operations and past performance, providing insights into plant efficiency and system reliability.
- Maintenance plans, aimed at ensuring stable and continuous electricity generation.
- Operational efficiency initiatives, focused on optimizing energy production and transmission performance.
- Listening to customer needs and suggestions, supporting alignment of operations with customer expectations.
This activity not only reinforced strong customer relationships but also supported more effective planning and management of electricity generation and delivery. It further enhanced CKPower’s ability to respond to customer energy demand trends and plans, particularly in terms of reliability, proactive communication, and continuous improvement
Relationship Building Activity for Knowledge and Experience Exchange with Nam Ngum 2 Hydroelectric Power Plant’s Customer Network
Sustainability report 2025