Customer Relationship Management

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Customer management approach

Customers are a vital stakeholder group that propels business growth and continuity. Thus, the company shall commit itself in creating positive experiences for customers, by satisfying their needs and expectations, maintaining production and service efficiency, operating with transparency and building confidence among customers and relevant stakeholders. The customer management approach is as follows:

Code of Conduct: Treatment of customers
  • Produce and deliver quality products and services, and taking responsibility for customers with determination to continuously raise standards.
  • Establish a system and procedure through which customers can file complaints about products and services, so that customer demands are quickly addressed.
  • Strictly comply with customers’ conditions and inform customers if the conditions cannot be fulfilled so as to explore mutual solutions.
  • Produce quality products and services with responsibility to the environment and community.
  • Protect customer confidentiality and do not use the information for the benefit of themselves or those involved.
  • Disclose complete and accurate information on products and services without distortion.
  • Do not ask for, accept or pay any illegal benefits while dealing with customers.
Approach
  • Ensure the efficiency, standardization and continuous improvement in production and service activities.
  • Hold regular discussions on electricity production plan and dispatch approach as well as customer demands.
  • Maintain power plants’ availability, reliability and heat rate as specified in contracts.
  • Prepare power plants with quality maintenance as scheduled, to meet customer demands in terms of production quantity and quality.
  • Produce products and services with the process that does not cause impacts on the environment and community, as required by laws and relevant EIA measures; and prepare GHG Inventory for carbon footprint assessment as well as the targets to reduce greenhouse gas emissions from business activities.
  • Respect to customer confidentiality and do not use the information for wrongful benefits. In case the information shall be disclosed by legal orders, customers shall be always informed and requested for approval in writing.
  • Establish a communications channel that engages customers in submitting recommendations and issues of concerns as well as in problem solving.
  • Conduct a customer satisfaction survey and use the results as the basis for effectiveness optimization as well as information disclosure.
Customers
  • Electricity Generating Authority of Thailand
  • Provincial Electricity Authority
  • Nakhonluang Water Supply Enterprise of Lao, Vientiane
  • Government agencies
  • Industrial plants (electricity)
  • Entrepreneurs/general businesses
Goal Performance in 2022
Economic dimension
  • Deliver quality products and services in full as specified in contracts.
  • Ensure customer satisfaction in goods and services.
  • Maintain power plants’ Equivalent Availability Factor (EAF) and Heat Rate as specified in Power Purchase Agreement.
  • Set the limit of penalties incurring from failure to honor contractual agreements.
  • Conduct research on energy innovations and inventions.
  • Products and services are delivered as specified in contracts.
  • Power plants delivered electric power accordingly to the Contracted Availability Hour (CAH).
  • Power plants’ EAF and Heat Rate were managed better than targeted.
  • Power plants’ average penalties were better than the annual target.
  • Innovations related to power and energy efficiency have been invested.
Environmental dimension
  • Maintain production-based pollutant emissions within legal limits
  • Maintain water discharge quality within legal limits
  • Ensure zero environmental conflict
  • Pollutant emissions stayed in line with legal limits and EIA requirement.
  • The volume of water discharge was in line with legal limits and EIA measures.
  • There was no legal proceedings on environmental issues.
Social dimension
  • Ensure zero complaint from community on environmental issues relating to the production process
  • Ensure zero complaint on a breach of confidentiality
  • There was no complaint of adjacent communities on environmental issues.
  • There was no complaint on breach of confidentiality.

In 2022, RATCH delivered products and services to customers, particularly those in electricity generating business, in Thailand and abroad in full and within specified periods. The distribution of electric power and steam is as follows:

Electricity (MWh) Volume of steam (ton)
Total distributed volume 46,084,098.14 630,914.16
RATCH’s sharing based on equity 46,084,098.14 269,950.26
Power plants supplying electric power to Electricity Generating Authority of Thailand (EGAT)
Electricity from fossil fuel power plants (MWh) Electricity from renewable power plants (MWh)
Total RATCH’s sharing Total RATCH’s sharing
31,410,004.18 21,831,129.81 3,898,369.15 959,255.04
Power plant Equity installed capacity (MW) Contract period (years) Electricity Distribution (MWh) Distribution volume by RATCH’s sharing (MWh)
Independent Power Producer (IPP)
Ratchaburi Power Plant 3,645.00 2543-2570 14,717,637.55 14,717,637.55
Ratchaburi Power’s Power Plant 372.50 2551-2576 1,074,517.70 268,629.42
Hongsa Thermal Power Plant (Lao PDR) 751.20 2558-2583 11,678,264.46 4,671,305.78
Small Power Plants (SPP)
RATCH Cogeneration 119.75 2556-2581 629,083.90 629,083.90
Ratchaburi World Cogeneration 94.00 2557-2582 1,237,288.25 494,915.30
Nava Nakorn Electricity and Extension Plant 80.63 2559-2584 584,074.23 233,629.69
Berkprai Cogeneration 34.81 2562-2587 583,561.74 204,246.61
Nexif RATCH Energy Rayong 98.00 2565-2590 297,476.23 297,476.23
Sahacogen Chonburi 214.00 2542-2567 608,100.12 314,205.33
Renewable power plants
Nam Ngum 2 Hydroelectric (Lao PDR) 153.75 2554-2581 1,732,335.47 433,083.87
Xe-Pian Xe-Namnoy Hydroelectric (Lao PDR) 102.50 2562-2589 1,859,288.68 464,822.17
Huay Bong 3 Wind Farm 20.70 2555-2560
(Non-Firm 5 ปี)		 167,047.00 33,409.40
Huay Bong 2 Wind Farm 20.70 2556-2561
(Non-Firm 5 ปี)		 139,698.00 27,939.60

Power plants distributing electric power to Provincial Electricity Authority (PEA)
Electricity from renewable power plants (MWh)
Total RATCH’s sharing
295,051.29 138,229.33
Power plant Equity installed capacity (MW) Contract period (years) Electricity Distribution (MWh) Distribution volume by RATCH’s sharing (MWh)
Renewable power plants
3 Solar Power projects 8.64 5 years
(automatic renewal)		 32,017.60 12,807.04
8 Solarta Solar projects 20.73 5 years
(automatic renewal)		 64,080.86 31,399.62
Songkhla Biomass 3.96 5 years
(automatic renewal)		 75,203.61 30,081.44
Sahagreen Forest 4.96 2554-2570 66,240.07 34,226.25
Sahacogen Green 2.91 2555-2572 57,509.15 29,714.98
Power plants distributing electric power to industrial users
Electricity from fossil fuel power plants (MWh) Electricity from renewable power plants (MWh)
Total RATCH’s sharing Total RATCH’s sharing
1,156,852.87 561,341.82 630,914.16 269,950.25
Power plant Equity installed capacity (MWh) Number of Customer Total volume of electricity distribution (MWh) Volume by RATCH’s sharing (MWh) Total volume of steam distribution (ton) Volume by RATCH’s sharing (ton)
Small power plants (SPP)
RATCH Cogeneration 119.75 26 88,107.22 88,107.22 23,628.98 23,628.98
Ratchaburi World Cogeneration 94.00 9 89,150.22 35,660.09 61,631.21 24,652.48
Nava Nakorn Power Plant and Extension Plant 80.63 45 565,260.50 226,104.20 122,364.34 48,945.73
Berkprai Cogeneration 34.81 1 15,696.12 5,493.64 12,413.04 4,344.56
Sahacogen Chonburi 214.00 50 398,638.81 205,976.67 316,845.91 163,714.28
Renewable power plants
Sahacogen Green 4.96 2 - - 94,030.68 4,664.22
Customers outside Thailand
Australia
  • Total volume of distribution (MWh) 2,185,151.58 or volume by RATCH’s sharing (MWh) 1,940,603.92

Electric power distributed in 2022, sorted by power plants

Power plant Fuel type Equity installed capacity (MW) Contract period (year) Total volume of distributed electricity (MWh) Volume by RATCH’s sharing (MWh)
Kemerton Natural gas 315.20 2548-2573 654,224.97 654,224.97
Townsville Natural gas 234.00 2548-2568 137,475.00 137,475.00
Starfish Hill Wind 33.00 2560-2563 83,921.50 83,921.50
Mount Emerald Wind 180.45 2561-2573 407,322.69 407,322.69
Collinsville Solar 42.50 2562-2573 87,048.55 87,048.55
Windy Hill Wind 12.00 Distributed via National Electricity Market 17,503.74 17,503.74
Toora Wind 21.00 48,258.45 48,258.45
Collector Wind 226.80 538,570.04 538,570.04
Yandin Wind 149.94 2564-2578 815,158.87 570,611.21
Total - 1,214.89 - 2,789,483.81 2,544,936.15
Lao PDR
  • Total volume of distribution (MWh) 1,083,814.05 or volume by RATCH’s sharing (MWh) 402,625.55

Electric power distributed in 2022, sorted by power plants

Power plant Fuel type Equity installed capacity (MW) Contract period (year) Total volume of distributed electricity (MWh) Volume by RATCH’s sharing (MWh)
Hongsa Power Plant Coal 751.20 2558-2583 877,813.60 351,125.44
Xe Pian Xe-Namnoy Power Plant Hydro 102.50 2562-2589 206,000.45 51,500.11
Vietnam
  • Total volume of distribution by coal-fired power plant (MWh) 3,178,109.56 or volume by RATCH’s sharing (MWh) 700,773.16

Electric power distributed in 2022, sorted by power plants

Power plant Fuel type Equity installed capacity (MW) Contract period (year) Total volume of distributed electricity (MWh) Volume by RATCH’s sharing (MWh)
Thang Long Power Plant Coal 136.71 2564-2586 3,178,109.56 700,773.16
Indonesia
  • Total volume of distribution (MWh) 2,272,413.22 or volume by RATCH’s sharing (MWh) 1,100,079.13

Electric power distributed in 2022, sorted by power plants

Power plant Fuel type Equity installed capacity (MW) Contract period (year) Total volume of distributed electricity (MWh) Volume by RATCH’s sharing (MWh)
Riau Natural gas 145.15 2565-2584 1,064,904.00 521,802.96
Asahan-1 Hydro 86.20 2554-2583 1,207,509.22 578,276.17

RATCH’s power plants schedule regular meetings with customers to exchange opinions and hear their recommendations. Issues of concern and obstacles are discussed for prompt actions so that customer demand can be completely fulfilled. The power plants implemented the following activities in 2022:

Method/Platform Customers/stakeholders Frequency (time) Issues of concern/Targets
Ratchaburi Power Plant
EGAT’s management EGAT’s operation 112/year Discussion on PPA’s issues and find clear mutual understandings about dispatch order
EGAT’s operation 112/year
Seminar EGAT’s management 2/year Exchanged ideas and experiences about machinery maintenance and improvement, and production planning
EGAT’s operation 2/year
CSR activity EGAT’s management 1/year Included customers in CSR activity to strengthened relationship
EGAT’s operation 1/year
RATCH Cogeneration Power Plant
Meeting Industrial customer’s management 1/year Acknowledged customer’s expectations of power plant’s efficiency and reliability to supply power and steam. Operation and improvement of the power plants was shared with customers to reassure their confidence
Industrial customer’s management 2/year Worked closely with customers to smoothen power and steam outage according to annual maintenance schedule of power plant or customers’ plant
Nava Nakorn Power Plant
Meeting EGAT’s management 1/year Discussed issues related generation and ways to improvement
EGAT’s operation Monthly Consultation on contractual conditions and compliance with PPA
Meeting Industrial customer’s management Quarterly Learned about prospect of customers’ production plan and concerns related the power plant
Industrial customer’s operation Quarterly
Berkprai Cogeneration Power Plant
Meeting EGAT’s management 1/year
  • Discussed on dispatch order plan of SPP in 2022 in order to manage the power plant’s generation planning and distribution
  • Acknowledged EGAT’s generation plan and distribution in 2023
  • Discussed about voltage regulations of transmission system in new year festival.
EGAT’s management Discussed about power supply via 22kV transmission line
EGAT’s operation
Sahacogen (Chonburi) power plant
Meeting EGAT’s management 1/year or upon appointment Learned more about EGAT’s demand and satisfaction in service of the plant, as well as strengthened relationship
EGAT’s operation Quarterly or upon appointment
Industrial customer’s management Biannually / or upon appointment Learned more about customers’ need and satisfaction in service of the plant, as well as tightened relationship
Industrial customer’s operation Quarterly or upon appointment

Customer satisfaction and responses

Overall customer satisfaction

Customer satisfaction surveys are separately conducted by RATCH’s business units, particularly power plant operators that supply electricity to industrial users.

Power Plant No. of industrial customers No. of survey respondents No. of customers of which satisfaction score reached target level Target satisfaction score in 2022 (%) Average satisfaction score in 2022 (%)
RATCH Cogeneration Power Plant 26 25 18 80.00 94.77
Nava Nakorn Cogeneration Power Plant 45 44 31 85.00 92.68
Berkprai Cogeneration Power Plant 1 1 1 75.00 95.83
Sahacogen (Chonburi) power plant 50 50 50 90.00 90.87
Average 92.96
Actions to satisfy customer demand
Issue Action
Ratchaburi Power Plant
Secondary fuel management Arranged a meeting to determine procurement of bunker oil (secondary fuel of thermal power plants) to serve the power demand sufficiently
RATCH Cogeneration Power Plant
EGAT customer
Supply contractual and quality electric power		 Completely generated and distributed electric power according to EGAT’s dispatch order and complied with all conditions of the contract entire year.
Industrial customer
Efficient power distribution		 Improved distribution system ensuring stability and reliability of power and steam distribution according to the contracts
Satisfaction Result of customer satisfaction survey: overall 94.77%
• Customers of power product: 95.70%
• Customers of steam product : 77.00%
Nava Nakorn Cogeneration Power Plant
EGAT customer
Supply contractual and quality electric power		 Improved efficiency of the power plant ensuring reliability of power and steam generation and distribution according to the contract and power purchase plan at all times
Industrial customers
Efficient power distribution		 Initiated solar rooftop policy and power distribution system improvement
Berkprai Cogeneration Power Plant
EGAT customer
Voltage regulation of transmission system in new year festival		 Decreased generation duration to 80 hours from year end of 2022 to beginning of 2023 in response with EGAT’s demand.
Industrial customer
Provide supply risk management to customers during the planned outage of the power plant
  • Notified the customer promptly when mistake was taken place in the power plant’s operation which possibly caused of distribution failure, as well as advise the customer the power plant’s planned outage
  • Worked with the customer to prepare power supply management plan and supply risk management prior to the planned outage of the power plant
Sahacogen (Chonburi) power plant
Industrial customer
Provide stability and continuity of power and steam delivery		 Initiated the power plant’s improvement plan and implement it in order to increase stability of distribution system and customer’s satisfaction

Distribution of electric power and steam

- Customers in Thailand

There are three main customer groups for electricity power and steam in Thailand

Electricity buyers
Electricity Generating Authority of Thailand (EGAT) Provincial Electricity Authority (PEA) Industrial customers
RATCH’s power plants • Independent power producer (IPP)
• Small Power Producer (SPP)
• Renewable power plants		 • Very small renewable power plants • Cogeneration small power plant in industrial zones
• Very small renewable power plants
Type of product Electric power Electric power Electric power and steam
Equity installed capacity (MW) 5,626.91 36.24 467.52
Electricity distribution (megawatt-hour) Total RATCH’s sharing Total RATCH’s sharing Total RATCH’s sharing
35,308,373.33 22,790,384.85 295,051.29 138,229.33 1,156,852.87 561,341.82
Volume of steam distribution (ton) None None Total RATCH’s sharing
630,914.16 269,950.27

- Australia Power plants in Australia distribute their electric power in 3 patterns:

  1. Buyers are registered as National Electricity Market participants.
  2. Power plants receive the pool price at time of sale.
  3. Power plants hold Hedged Agreements with electricity retailers.