Page 75 - SD RATCH EN

Customer Satisfaction
RATCH Group PCL.
Sustainability Report 2020
75
It is a great challenge for all companies to churn out products and services that meet customer expectations in the rapidly-changing context. It is even more challenging for a company, like RATCH, that is diversifying from energy business to infrastructure and energy-related businesses as in whatever we do, customers are considered key stakeholders in our value chain who have contributed to our sustainable growth.
Targets
• Deliver contractual orders in accordance with Power Purchase Agreement (PPA)
• Maintain Equivalent Availability Factor (EAF) and Heat Rate at the levels specified in PPAs
Strategy
• To maintain Availability Payment, power plant efficiency must be assured through the setting of power plants’ Availability Factor, Reliability Factor and Heat Rate on an annual basis.
• Manage PPAs by delivering customers the contractual volume of electric power and steam.
• Establish communication channels for joint discussion and problem solving.
Guidleines
• Responsibly produce and deliver quality products and services.
• Disclose product and service information completely, accurately and transparently.
• Provide warranty for products and services under an appropriate condition and period of time.
• Provide a complaint system whereby customers can lodge complaints on products and services, to address
quick responses.
• Keep customer information confidential and do not exploit the information for their own or related
persons’ benefits.
• Do not ask for, accept, or make any fradulent payments to customers.
2020 Performance
Electric power delivered to customers
Power plants in Thailand
• Electric power sold to Electricity Generating Authority of Thailand (EGAT) totaled 31,904,391.97 megawatts-hour.
Power plant
Equity installed capacity (MW)
Power purchase agreement period (year)
Electricity sold in 2020 (MWh)
IPPs
Ratchaburi Power Plant
3,645
2000-2027
12,643,667
Ratchaburi-Power's Power Plant
372.5
2008-2033
2,801,090
Nam Ngum 2 Hydroelectric Power Plant
153.75
2011-2038
910,865
Hongsa Power Plant (Lao PDR)
751.20
2015-2040
10,698,040
Xe-Pian Xe-Namnoy Hydroelectric Power Plant
102.5
2019-2046
1,412,578