Customer Relationship Management

Corporate Governance Structure

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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.

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.

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The Code of Conduct

Governance

The Company has established a systematic mechanism for customer care and product responsibility, entailing the Board of Directors, the Management and responsible departments. The mechanism underlines 3 aspects which are delivery reliability, product safety and customer relationship management.

Supervision of delivery reliability

The Company has designated the reliability of electricity supply as one of the key indicators of investment portfolio management and ensured subsidiaries and joint ventures carry out the operation and maintenance in accordance with international standards and comply with the conditions of power purchase agreements and regulations in each country.

The key indicators under continuous supervision and monitoring are power plants’ availability, significant disruptions, and risks to business continuity. The information is then used to determine the guidelines on power plant efficiency improvement and risk assessment as well as correction measures.

Supervision of product safety

The Company has outlined the group-level safety supervision framework, to ensure the production and delivery meet appropriate standards. The important guidelines that all business units in the Group and power plants must implement concern the formulation of risk management policy and safety policy; inclusion of environmental, social and governance requirements in the new investment process; monitoring safety incidents across businesses; and consistent assessment of relevant risks.

Supervision of customer relationship management

The Company takes charge of subsidiaries and joint ventures’ policy on commercial customer relationship management, to ensure contracts are managed fairly, transparently and in compliance with the regulations of each country. Under monitoring are key issues such as significant contractual disputes, incidents that affect the confidence of contractual parties, reputational risks associated with customers, and customer complaints.

Delivering electric power to customers

In 2025, the Company’s power plants and those under the Company’s financial control, totaling 18 in number and totaling 4,813.42 MW (and contributing 78.73% of total revenue), generated and distributed 9,729,547 MWh of electric power: 7,392,806 MWh from fossil fuels (75.98% of total distributed electric power); and 2,336,741 MWh from renewable energy (24.02% of total distributed electric power). They also produced thermal energy in the form of steam, totaling 237,033 tons, for sale to industrial customers in Thailand.

Area	Type	Gross generation (MWh)	Net generation (MWh)
Area	Type	Gross generation (MWh)	Total	% Equity
Thailand	Natural gas	12,977,669	12,636,383	7,123,874
Thailand	Biomass	140,221	124,945	64,559
Abroad (Australia/ Indonesia)	Natural gas	266,936	260,044	260,044
	Diesel	8,888	8,888	8,888
	Wind	1,610,440	1,571,039	1,571,039
	Solar	81,588	81,023	81,023
	Hydro	1,298,017	1,294,884	620,120

Management of power purchase agreements

The 3 key indicators in this regard are:

Availability	Reliability	Heat Rate
The indicator of power plants' generation capability as per the conditions specified in the purchase agreements.	The indicator of the stability of the power generation system based on the generation period and frequency of breakdowns.	The indicator of fuel utilization efficiency for the generation of power and heat.
Objectives
To establish preventative maintenance plans, manage spare parts, and reduce unplanned shutdowns, to ensure generation continuity and compliance with contract conditions.	To analyze the causes of failures, improve the operation process, prevent repeat failures, and maintain efficiency without unplanned outage, to ensure quality and supply continuity in line with customers' requirements and expectations.	To control operational efficiency, reduce fuel consumption and reduce environmental impacts, in support of the power plants' efficiency management and energy efficiency in accordance with contract conditions.
Implementation
Set target availability in line with Contracted Availability Hour (CAH) and at the level customers can accept and will not levy penalties.	Set the target number of operating hours against unplanned outage hours within the framework of PPAs.	Set annual targets for heat rate or fuel consumption per kilowatt-hour in line with contract conditions.

Target and results

The Company Group has monitored the performance by tracking the 3 indicators – availability, reliability and heat rate – as well as complaint handling and compliance with PPAs’ terms and conditions and relevant requirements. The 3-year record reflects the Company’s ability in consistently maintaining stable supply and customer confidence.

Targets	Indicators	0Performance00
Targets	Indicators	2025	2024	2023
Maintaining the continuity and reliability of electricity supply as specified in PPAs and by power plants	Availability of each power plant	Achieve operational performance in line with the targets established by each power plant.	Achieve operational performance in line with the targets established by each power plant.	Achieve operational performance in line with the targets established by each power plant.
	Reliability
	Heat rate	42.86% of the power generation units maintained the heat rate in line with the established target.	44.44% of the power generation units maintained the heat rate in line with the established target.	57.14% of the power generation units maintained the heat rate in line with the established target.
Customer satisfaction and confidence	% of customer satisfaction	92.81 (target achieved)	91.54 (target achieved)	90.99 (target achieved)
Compliance with relevant law and requirements	Number of cases of noncompliance with penalties	0	0	0

Electricity Transmission & Distribution Reliability

Power Plant	System Average Interruption Duration Index: SAIDI (in hour)		Transmission Loss(%)
Power Plant	Transmission Net Work	Distribution Net Work	Transmission Net Work	Distribution Net Work
RATCH Cogeneration	1.08	2.47	0.14	0.29
RATCH Pathana Energy Group	-	12.98	-	3.1
Nava Nakhon Electricity Generating	10.75	27.98	-	-
Berkprai Cogeneration	0	4.67	0	0.05

Management of customer relationship

RATCH’s power plants prioritizes regular engagement with customers through scheduled meetings at both operational and executive levels. These sessions focus on clarifying contractual agreements, operational guidelines, and building customer confidence in our service delivery and problem-solving capabilities. We proactively communicate necessary power and steam supply interruptions, present annual operational plans, and actively listen to customer feedback. This continuous feedback loop drives ongoing process improvements, ensuring a deep understanding of customer expectations while fostering strong, long-term cooperation and relationships.

Customer satisfaction survey

The power plants conduct customer satisfaction surveys on an annual basis, to reflect their commitments to delivering the product that meets customers’ specified quality and other requirements. The surveys aim to evaluate the effectiveness of electricity and steam production, distribution, communication quality, and contract management. The results are the basis for the improvement of operational and production process, reduction of environmental impacts and greenhouse gas emissions from the operations, and customer relationship to accommodate new orders or create an opportunity to reach new customers.

Power plant	Method	Satisfaction score in 2025		Implementation
Power plant	Method	Target (%)	Result (%)	Implementation
RATCH Cogeneration	Questionnaire/ Meeting	90.00	91.36	Optimize the power plant dispatch plan
RATCH Pathana Energy Group	Online questionnaire	90.00	94.26	Communication channel development
Nava Nakorn Electricity Generating	Questionnaire/ Meeting	90.58	92.7	Operational Optimization and Efficiency Gains
Berkprai Cogeneration	Questionnaire/ Meeting	85.00	88.75	Operational Optimization and Efficiency Gains

Protection of customer privacy and personal data

RATCH realizes the importance of customer information protection, particularly concerning commercial information and power consumption. Control measures are devised to ensure cyber security and data governance in line with universal standards, which are the Personal Data Protection Policy which complies with the personal data protection law in each country; the Information Technology Security, Cybersecurity and Artificial Intelligence Policy to prevent unauthorized access, usage or information disclosure; and the Prevention of Misuse of Inside Information Policy to promote correct, appropriate and fair use of information.

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Personal Data Protection Policy

Privacy Notice

Information Technology Security. Cybersecurity. and Artificial Intelligence Policy

Prevention of Misuse of Inside Information Policy

Policy/Announcement	Process	Target	2025 Performance
Information Technology Security, Cybersecurity and Artificial Intelligence Policy	To protect information and systems from unauthorized access or use and to reduce cyber risks.	No breach of information secunty	No breach of information security (No breach or data leak)
Personal Data Protection Policy in alignment with PDPA and contractual terms	To systematically deal with personal data in accordance with PDDA and the personal data protection policy.	100% of relevant departments acknowledge and comply with the policy	100% of relevant departments acknowledged and complied with the policy
Process of collecting, using. disclosing and storing customer data in a limited and appropriate manner	To define data types, purpose of use, access control, and storage period.	No personal data breach	No personal data breach
Mechanism for complaint receiving and opportunities for customers to exercise their rights and file personal data complaints	Corporate website-based complaint channel.	No complaint regarding personal data privacy	No complaint
Monitoring and reporting of policy implementation results	Regular reporting to the Management and reviews on safety measures.	No significant data breach	No data breach

The Company Group did not witness any significant data breach in the reporting period.