Customer Relationship Management

  1. Home
  2. Our Business
  3. Customer Relationship Management
Customer management approach

Customers are critical stakeholders in the value chain, contributing revenue that expands the enterprise economic value for the distribution to other stakeholder groups. RATCH therefore gives a priority to product and service responsibility, chiefly in responding to customer demand as best as possible.

As electricity generation is the primary business, RATCH is held responsible for generating and delivering electric power to customers based on their requirements and agreed terms and conditions. RATCH also needs to ensure the production and operations are conducted in line with relevant laws, concerning the well-being of community and labor as well as safety, environmental protection as well as the enterprise action plan on greenhouse gas management and carbon footprint. The treatments of customers as inscribed in the Code of Conduct encompass the safeguarding of customers’ confidential information and personal data, full disclosure of products and services, compliance with contractual and warranty terms, relationship management, communications and complaint handling.

As customers are one of the Company’s material topics, they are a part of the Sustainability Strategy and a goal is set to achieve the best satisfaction from all customer groups.

Code of Conduct: Treatment of customers
  • The Company is committed to produce and deliver high-quality products and services on schedule while continuously improving production efficiency with an aim to create environmentally friendly products and uphold product responsibility.
  • All executives and employees must maintain customer confidentiality and do not misuse customer secret for personal gain or for benefit of related parties.
  • The Company discloses information about products and services completely, accurately, and without distorting the facts.
  • The Company adheres to agreements made with customers, including honoring product and service warranties under the agreed-upon terms. In cases where the Company is unable to fulfill its commitments, it shall promptly notify the customer to jointly determine an appropriate solution.
  • The Company has established systems and processes that allow customers to communicate and/or submit complaints regarding products and services. The Company also operates at its best to ensure prompt customer responses.
  • All executives and employees must not solicit, accept or offer any improper benefits in trading with customers.
  • The Company is committed to developing and maintaining a good and sustainable relationship and mutual trust with customers. It shall ensure the confidentiality of customer information, including personal data, and will not disclose or share such information in any form with unauthorized parties.
More info: The Code of Conduct

Guidelines and goal on customer satisfaction

All 14 power plants, in Thailand and abroad, included in this report (contributing 83.16% of total revenue) generated and distributed 12,848,216 megawatt-hours of electric power 9,907,870 megawatt-hours from fossil fuels and 2,940,346 megawatt-hours from renewable energy. Details are as follows:

Electric power output

List Electricity generation by fuel (MWh) Volume of steam distribution (ton)
Natural gas Diesel Hydro power Wind power Solar power Biomass
Gross generation
Generation in Thailand 13,633,852 324 62,733 225,874 719,453
Generation Aboard 464,775 1,077,569 2,534,098 79,789
Equity-based volume of gross generation
Generation in Thailand 9,705,268 324 30,739 106,538 362,982
Generation in Thailand 464,775 516,048 2,283,466 79,789
Electricity distribution
Distribution in Thailand 13,270,434 317 62,515 76,551 576,536
Distribution aboard 456,891 1,074,744 2,467,946 79,363
Equity-based volume of distribution
Distribution in Thailand 9,450,662 317 30,632 94,112 289,852
Distribution aboard 456,891 514,695 2,221,554 79,363
% contribution of power plants included in this report to the total revenue for the year
  • Fossil Fuel = 81.34%
  • Renewable = 13.50%

Power Purchase Agreements (PPAs) reflect customer needs, which are the volume of electric power needed at a particular period of time. It is necessary that power plants are operated in the way that the demands are fulfilled. The 3 key metrics in this regard are:

Performance in 2024

Availability and Reliability
Power plants in Thailand Equivalent Availability Factor (EAF) Reliability Factor (RF)
Target Result Target Result
Ratchaburi Thermal Unit 1 100.00 100.00 100.00 100.00
Ratchaburi Thermal Unit 2 100.00 100.00 100.00 100.00
Ratchaburi Combined Cycle Block 1 80.17 84.17 93.44 98.11
Ratchaburi Combined Cycle Block 2 91.14 95.87 93.44 98.28
Ratchaburi Combined Cycle Block 3 89.15 95.53 92.96 99.61
Hin Kong Unit 1 99.22 96.84 99.22 96.84
Berkprai Cogeneration 96.20 92.03 unspecified
RATCH Cogeneration 97.09 97.50 98.83 99.26
Nava Nakorn Electricity 98.12 98.44 unspecified
RATCH Energy Rayong 93.66 93.94 unspecified 93.74
Ratch Pathana Energy 99.88 99.70 99.80 99.53
Heat Rate

unit: BTU/kWh

Power plants in Thailand Natural gas Bunker oil Diesel
Target Result Target Result Target Result
Ratchaburi Thermal Unit 1 No dispatch order a secondary fuel to be used by EGAT’s order when needed Not relevant
Ratchaburi Thermal Unit 2
Ratchaburi Combined Cycle Block 1 7,191.35 7,182.93 Not relevant a secondary fuel to be used by EGAT’s order when needed
Ratchaburi Combined Cycle Block 2 7,331.66 7,323.93
Ratchaburi Combined Cycle Block 3 12,911.90 13,705.29
Hin Kong Unit 1 6,132.60 6,128.77
Berkprai Cogeneration 7,285.86 7,347.23 Not relevant
Nava Nakorn 7,810.24 7,841.53
RATCH Cogeneration 7,864.54 7,911.04
RATCH Energy Rayong 7,200.00 7,142.86
RATCH Pathana Energy 8,258.96 8,946.17

In 2024, Ratchaburi Combined Cycle Power Plant Block 3 was instructed to operate in mode OC1 (Open Cycle) during 7:00 PM to 8:00 PM to respond power demand due to solar farm stop generating at night. It hence resulted of high heat rate of the power plant.

Electricity and steam buyers in Thailand
Customer Power Plant Equity-based volume of distribution (MWh) Equity-based volume of steam distribution (ton)
Natural gas Solar power Biomass
Electricity Generating Authority of Thailand (EGAT) Ratchaburi Natural gas: 4,555,405 Diesel: 317
Hinkong Unit 1 2,477,805
RATCH Cogeneration 628,829
RATCH Energy Rayong 607,089
Nava Nakorn 255,319
Berkprai Cogenration 209,185
RATCH Pathana Energy 172,271
Provincial Electricity Authority (PEA) Solarta (8 Projects) 30,632
Songkla Biomass 30,620
Sahacogen Green 34,423
Sahagreen Forest 29,069
Industrial Customers RATCH Cogeneration 135,476 20,244
Nava Nakorn 193,679 52,030
Berkprai Cogenration 4,870 5,561
REN Korat Energy 17,463
RATCH Pathana Energy 193,271 155,073
Sahacogen Green 56,451
Sahagreen Forest 494
Total 9,450,979 30,632 94,112 289,852

In 2024, 12 power plants under the Company’s operational control generated and distributed 8,906,220 megawatt-hours of electricity to the primary customer, the Electricity Generating Authority of Thailand. The volume represented 69.32% of the output from all power plants included in this report and it contributed 62.13% of total revenue in the year.

Electricity buyers abroad

The volume of electric power generated and distributed by 2 overseas power plants included in this report reached 3,272,492 megawatt-hours in 2024 or 25.47% of total volume of all power plants included in this report. The output from overseas power plants contributed 21.03% of total revenue in the year.

Customer/Location Power plant Equity-based volume of distribution (MWh)
Natural gas Hydropower Wind power Solar power
Australia
Customers with offtake agreements (Off-takers)
  • Distribution via off-take agreements with National Electricity Market participants
 Kemerton 142,098
Townsville 261,115
Collinsville 79,363
Mt. Emerald 468,666
Collector 482,783
Yandin 574,939
Starfish Hill 74,347
National Electricity Market
  • Sell-buying activities based on the pool price at time of sale and hedging agreements with electricity retailers.
 Snapper Point 53,678
Windy Hill 19,624
Toora 42,374
Lincoln Gap 1,2 558,810
Indonesia
PT Perusahaan Listrik Negara (PLN) Asahan-1 514,695
Total 456,891 514,695 2,221,543 79,363

RATCH’s power plants place an emphasis on consistent discussions with customers, via regular meetings at operating and executive levels. The process not only ensures power plants’ understanding in customer expectations but also strengthens collaboration and long-term relationship.

Power Plant EGAT/PEA (times/year) Industrial customer (times/year)
Executive-level meetings Practitioner-level meetings Other activities Executive-level meetings Practitioner-level meetings
Ratchaburi 12 12 2 seminars Not relevant
Key issues
  • Mutual understanding regarding the operation orders and the terms in the Power Purchase Agreement (PPA).
  • Maintenance and efficiency improvement data for machinery, and planning for efficient production.
RATCH Cogeneration - - - 1 2
Key issues
  • Learn about customer expectations and share the power plant performance to customers.
  • Management of the power plant efficiency, environmental, and greenhouse gas management.
Nava Nakorn Electricity 1 At least 12 - 4 4
Key issues
  • 2024 Power plant generation plan.
  • Delivery issues and proposed joint solutions/improvements.
Berkprai Cogeneration 4 4 1 seminar - -
Key issues
  • 2024 Power plant generation plan.
  • Adjusting the time periods with high electricity demand and calculating electricity costs according to the government’s natural gas pricing policy.
RATCH Energy Rayong - - 1 seminar Not relevant
Key issues
  • Dialogue between the power plant team and EGAT- to enhance better understanding and relationship.
RATCH Pathana Energy 1 4 - 2 4
Key issues
  • 2024 Power plant generation plan.
Sahagreen Forest - 4 - - 2
Key issues
  • Problem-solving and overcoming obstacles in coordination between parties.
Sahacogen Green - 3 - 3 3
Key issues
  • Reviewing the purchase agreement and planning joint work to reduce and prevent mistakes
Hinkong Unit 1 1 2 - Not relevant
Key issues
  • Planning the management of the electricity distribution system and jointly managing necessary events, such as major overhaul, etc.
Songkhla Biomass - At least 4 - - -
Key issues
  • Collectively find solution to prevent external fault affecting the plant’s production.
  • Acknowledge PEA’s transmission system improvement and plan the power plant operation.
Customer satisfaction survey

In 2024, 4 power plants included in this report, contributing 16.05% of total revenue, conducted customer satisfaction surveys which are summarized below:

Power Plant No. of customers Target satisfaction score (%) Average satisfaction score (%)
Total number No. of survey respondents No. of customers with targeted satisfaction score
RATCH Cogeneration 30 30 18 90.00 94.72
Nava Nakorn 33 33 19 90.58 92.04
Berkprai Cogeneration 1 1 1 85.00 86.25
RATCH Pathana Energy 50 50 50 90.00 93.13
Total average 88.90 91.54
Actions to manage and satisfy customer needs
Customers’ issues of concern and management guidelines
Ratchaburi Power Plant
EGAT’s need: Reserved Shutdown and preparation for Open Cycle operation
Action: The Ratchaburi Combined Cycle Power Plant (Unit 3) has been ordered in mode of reserved shutdown. Meanwhile, it should be prepared for Open Cycle operation responding power demand during peak hours (19:00–20:00) when solar farms stop generating. In 2024, the order was placed to the plant for 17 days in March, April, November, and December.
RATCH Cogeneration Power Plant
Industrial customers’ need: Product quality and stability
Action: Consistently inspected the electricity and steam distribution systems to ensure stability and product delivery on demand.
Nava Nakorn Power Plant
Industrial customers’ need: Electric meter reading
Action: Improved the online data transmission system to fix complications regarding the automatic meter reading (AMR), as customers required the information for the evaluation of daily production
Berkprai Cogeneration Power Plant
Industrial customers’ need: Dispatch of power plant’s monthly generation plan
Action: Scheduled the time for the dispatch, to facilitate customers’ production planning when the power plant’s steam distribution exceeded 5 tons per hour during off-peak periods.
RATCH Pathana Energy Power Plant
Industrial customers’ need: Improvement on power plant’s reliability
Action: Prepared and sent customers the operational plan and followed the plan for enhanced stability in the electricity and steam distribution system.
Sahacogen Green Power Plant
PEA and industrial customers’ need: Improvement on power plant’s reliability
Action: Delivered customers the plans on production, maintenance and equipment testing for enhanced stability in the electricity and steam distribution system.

All power plants strive to responsibly generate and deliver electric power, the primary product, as per the volume and quality specified in PPAs. Meanwhile, all ensure safe production process; control on environmental impacts; compliance with technical, legal and contractual requirements; and service continuity for quality and reliable products.

In 2024, the power plants under RATCH’s operational control generated and delivered a total of 12,848,216 megawatts-hour of electric power and received no complaints regarding impacts on the environment and community.

Construction Management

In 2024, 6 power plants under RATCH operational control were under construction. Their combined equity-based installed capacity is 830.05 MW. The construction of all has proceeded as planned and the power plants are expected to commence operations and deliver electric power to customers within the specified timeframe.

Project/ Power Plant Shareholding (%) Equity Installed Capacity (MW) Fuels Commercial Operation Date Customer
Thailand
Hinkong Unit 2 51.00 392.70 Natural gas 2025 EGAT
Nava Nakorn Extension Part 2 40.00 12.00 Natural gas 2025 Industrial Customers
Solarist Thung-Fai 51.67 13.95 Solar 2030 EGAT
Indonesia
Sibundong 50.00 36.85 Hydro 2027 PT Perusahaan Listrik Negara
Lao PDR
Sekong 4A-4B 60.00 213.00 Hydro 2033 Électricité DU Laos
Australia
Battery Energy Storage System for Lincoln Gap 2 100.00 10.00 Wind 2026 under private purchase agreements and National Electricity Market
Marulan 100.00 152.00 Solar

Protection of customer privacy and personal data RATCH places an extreme emphasis on the protection of customer privacy and personal data, by strictly complying with safety standards stipulated under the Personal Data Protection Act B.E.2562 (PDPA). Operational guidelines have been set forth in the Code of Conduct and corporate policies, to ensure that all power plants or all investment projects safeguard customers’ confidential information and personal data and do not use such information for wrongful personal gains or others’ benefits.

In 2024, RATCH promoted employee awareness on the safekeeping of confidential information/personal data, with continuous training sessions and PR information on confidential information and personal data protection. In addition, all employees have to strictly abide by the Company’s regulations on the usage and safekeeping of the Company’s confidential information as well as the terms and conditions agreed upon with customers. RATCH has also established the channel on the corporate website, where customers can file their reports or complaints relating to products, services or operational activities.

In 2024, the Company Group received no complaint relating to customer personal data/privacy.