Management of impacts, risks and opportunities
S4-1 – Concepts related to consumers and end users
Compliance with the applicable laws and regulations and internal requirements forms the basis for dealing with customers of Energie AG. These principles are also enshrined in the Code of Conduct ‘This is how we think, this is how we act’ (see also G1-1 Business conduct concepts and corporate culture, Transparent Values – Code of Conduct ‘This is how we think, this is how we act’). The Code of Conduct serves as the foundation for dealing with all stakeholders such as business partners, domestic suppliers and employees of the Energie AG Group.
Furthermore, Energie AG voluntarily commits to complying with the ‘Oesterreichs Energie’ Code of Conduct, thereby ensuring transparent, fair and comprehensible distribution activities. Compliance with these guidelines ensures that human rights are upheld in accordance with international human rights standards when dealing with customers.
Customers may report potential violations through the channels described in section S4-3 – Processes to remediate negative impacts and channels for consumers and end-users to raise concerns.
Customer experience and digitalisation
Access to (high-quality) information; access to products and services
Content: As part of the ‘LOOP’ strategy and organisation project, topics such as customer experience and digitalisation were defined as key focus points. In the 2024/25 fiscal year, these areas were further developed and deepened under the ‘Next Level’ Group-wide digitalisation project. A dedicated taskforce, consisting of staff from different Group units, developed concrete actions to optimise the customer experience through digital solutions. The focus was on the digitalisation of the customer interface, including the detailed elaboration of specific use cases and the definition of technical requirements. The term ‘customer experience’ refers to the totality of impressions and experiences that customers gain when interacting with the company – and thus represents a key lever for sustainable customer loyalty and service quality. In many cases, a high-quality data foundation, interoperability between systems, tools and customer interfaces (both digital and analogue), as well as the seamless integration of all touchpoints between the company and its customers, are key to delivering an optimal customer experience.
General objectives: The strategic objective is to significantly improve the customer experience through digitalisation and simplification across the entire customer journey, i.e. in all phases of the purchasing process, particularly in the B2C sector.
Material impacts, risks and opportunities:
Information-related impacts for consumers and/or end users – Access to (high-quality) information |
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Material positive impacts |
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Material negative impacts |
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Social inclusion of consumers and/or end-users – Access to products and services |
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Material risks |
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Monitoring process: A cross-departmental project team with employees from the Group Strategy, Vertrieb GmbH and Services und Digital Solutions GmbH Group units has developed a specific management action plan to achieve a digitally optimised customer experience. In addition to ‘quick wins’, this also includes medium to long-term IT infrastructure adaptations. The ‘Next Level’ project team monitored the implementation of the actions and their progress towards achieving the strategic ambitions using weekly and fortnightly reviews. In addition, the Management Board was provided with a status update in the context of the ‘Next Level’ steering committees.
Scope: This Group-wide strategic direction applies to all Austrian customers of Energie AG.
Responsibilities: The Management Board and managing directors of the Group companies; the organisational anchoring is largely complete. The project team has handed over the finalised management agenda to the management of Vertrieb GmbH. The final handover will be completed by the end of 2025.
Stakeholder involvement: A detailed analysis of the customer journey was carried out to ensure that the customer's interests are at the heart of strategic planning and the resulting actions. Customers were also directly involved through surveys. The result of the analysis was a multi-dimensional approach to optimising the status quo.
Information security management
Access to products and services
Content: The Group Information Security Policy and its attachments govern information security management at Group level to ensure risk-appropriate protection of electronic business information. They define the strategic objectives, principles, and the functional and organisational structure of information security management.
General objectives: The objective is to establish a risk-appropriate and legally compliant information security procedure in the economic and legal interests of the Group, which must be implemented by operational management.
Information security management includes: compliance with the specific legal responsibilities of the Management Board and the managing directors of the Group companies; the specific protection of personal data and consequently employee and customer privacy, as well as the legally compliant use of information and data; the recording and risk-adequate management of information security risks and the resulting ISM risk report by the Controlling and Risk Management holding unit for the owners and other stakeholders; the requirements for stable and secure ICT operations by the ICT service partners (ISPs); the appropriate management and monitoring of external ICT service providers; requirements and actions for managing ICT outages and ICT emergencies in a coordinated manner and defining suitable solutions for recovering and restarting affected ICT systems; awareness of all ICT users of information security and the associated measures, facilities and resulting difficulties; an information security management system in accordance with ISO 27001; the foundations for any individual certification of information security (in particular in accordance with ISO 27001); in summary, safeguarding the associated quality, stability, continuity and added value of information management in the Group companies.
Material impacts, risks and opportunities:
Social inclusion of consumers and/or end-users – Access to products and services |
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Material positive impacts |
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Material risks |
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Monitoring processes: To monitor the effectiveness of information security management, an annual audit report is produced in consultation with the operational ICT units and Group Internal Audit, which combines internal and external audits based on the threat situation.
Scope: The regulations defined in the Group policy apply to the entire Energie AG Group.
Responsibilities: the management boards and managing directors of the Group companies, and holding company managers as well as other stakeholders in the information security organisation of Energie AG.
Third-party standards and initiatives: Information security management in the Group is based on COBIT (Control Objectives for Information and Related Technologies) and ISO 27001.
Stakeholder involvement: The Group policy takes into account the Energie AG Group's strategy and was agreed with the Management Board, the holding company, the business and service units and the employee representatives when it was drawn up and also during planned revisions.
Implementation support: The Group policy serves as a framework and is supplemented by more detailed operational provisions set out in its appendices, which support effective implementation. All documents are available on the intranet. In addition, the Group-wide information security awareness campaign regularly and proactively informs and trains users about risks and threats associated with information security.
Security of supply and waste management
Access to products and services
GRI EU-DMA Management approach to ensure short and long-term electricity availability and reliability
Content: Energie AG's ‘Security in supply and waste management’ policy is focused on ensuring continuous and reliable access to products and services for all customers, regardless of their social background or the specific products and services they use.
General objectives: This policy is guided by the following key factors and general goals:
Customer-focused approach: Energie AG Group stands for high-quality, reliable products and services, which it continuously and consistently adapts to the needs and preferences of existing and potential customers.
Resilience in times of crisis: The unconditional assurance of security in supply and waste management, including under extraordinary conditions (energy market turbulence, threat of supply shortages on the energy market and in the supply chain, dramatic price increases on the wholesale markets, severe weather events), and the ensuing strengthening of the Company's resilience are among the top priorities of Energie AG Group.
Material impacts, risks and opportunities:
Social inclusion of consumers and/or end-users – Access to products and services |
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Material positive impacts |
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Material risks |
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Monitoring processes: see Company-specific metrics, sector-specific disclosures for energy utilities.
Scope: The Group-wide ‘Security in supply and waste management’ policy applies to all Energie AG products and services and therefore includes all customers in Energie AG's supply and waste management areas. Specifically, this includes the following of Energie AG's business activities, in particular the operation of critical infrastructure: Trading, power plants, electricity and gas grids and heating networks, telecommunications and fibre-optic networks, water supply and wastewater management, waste management as well as e-mobility and energy services.
Responsibilities: The Management Board and the managing directors of the Group companies
Implementation support: Since the 2017/18 fiscal year, Energie AG has reported on ‘Security of supply and waste management’ in its sustainability statement.
S4-2 – Processes for engaging with consumers and end users about impacts
Market studies
The ‘Loyalty and Satisfaction’ market study is conducted annually by an external partner, analysed anonymously and consolidated in an aggregated report. It is a representative study. The interviews are conducted by telephone directly with the target persons, who are primarily from Upper Austria. The results enable an assessment of the current situation, allow comparisons with previous data and provide a basis for evaluating the company’s further development in terms of customer satisfaction and loyalty. The majority of customers of Vertrieb GmbH continue to exhibit a high loyalty. 91.8% of them, for example, are very satisfied or rather satisfied with the sales unit (previous year: 89.0%). The results were then presented at various meetings/consultations, raising awareness of the current status quo. Possible actions were evaluated. Regular market studies and customer surveys serve as a due diligence measure to ensure the satisfaction of a wide range of target groups. The Group Communications holding unit and Vertrieb GmbH are responsible for incorporating the results into the company concept. The relevant matters are being addressed in sales planning and these actions are expected to have a positive impact on the next survey.
Additional studies were conducted to analyse defined target groups or specific topics in greater depth – including the switching study, a potential analysis covering photovoltaics, electromobility and heat pumps, a survey on the customer portal, ongoing advertising effectiveness checks, and regular surveys of caller satisfaction with customer service provided by the service team. The results of this work enable targeted optimisation of customer touchpoints, the (further) development of suitable products and the continuous refinement of target group communication.
The most recent ‘Image Study (reference measurement)’ was conducted in September 2023 by an external partner, analysed anonymously and consolidated in an aggregated report. The target persons were interviewed directly online and by telephone. The study was carried out in Austria, primarily in Upper Austria. The results facilitate an assessment of the current status and will serve as a reference of the external perception of the company's future progress towards sustainability and climate action in accordance with the new strategy. The results were then presented at various meetings and consultations within the Group in the following months, thereby raising awareness of the current status quo. The target persons are expected to be surveyed every third year. The next survey will take place in September 2026. These are representative studies. The issues considered in the survey included the following: Combating energy poverty, diversity initiatives, inclusion and diversity initiatives in the workplace and inclusion of people with disabilities in the workplace. The Group Communications and Group Strategy holding units and Vertrieb GmbH are responsible for incorporating the results into the corporate concept. As part of the communication and implementation of the ‘LOOP’ strategy and organisation project, the relevant matters are being addressed and these actions are expected to have a positive impact on the next survey.
Customer forum
Since the introduction of the customer forum, Energie AG has collected valuable feedback from electricity, gas and internet customers on offers and services as well as customer opinions on current themes and general conditions. The customer forum is also used to share first-hand information and provide expert insights in the form of specialised discussions. Discussions with customers include professional moderation and the involvement of relevant Energie AG employees to ensure feedback is applied directly to day-to-day working situations. The direct involvement of customers in strategy and development processes is intended to contribute to products and services that are even more in line with the interests and requirements of the different target groups. This allows the company to react quickly and flexibly to any negative impacts that arise and to take corrective action.
Lastly, the next steps to be taken are discussed in the customer forum, seeking a common consensus. The customer feedback, the next steps and the documented process are then distributed to all participants and the management of Vertrieb GmbH in the form of a meeting report. The most important information from the customer forum is also distributed in the customer forum newsletter.
The invitation to participate in the customer forum was sent out to Energie AG's electricity, gas and internet customers for the first time in 2019. This resulted in two pools of data:
- Approx. 200 customers who want to receive the customer forum newsletter (information about the customer forum, survey to find topics for the next customer forum).
- Approx. 20 customers who are invited to discussion panels twice a year at a specified Energie AG venue.
Participants are selected at random from the customer registrations for the customer forum. This is not a representative selection of customers. Public accessibility is considered as a criterion when selecting the venue.
The customer forum takes place twice a year: in autumn and spring. The Marketing department of Vertrieb GmbH is responsible for implementing the event (communication, organisation, moderation). The Private and Commercial Customers department is responsible for the content. The management of Vertrieb GmbH is involved in the customer forum.
Customer satisfaction surveys
Grid Segment: As a member of the Austrian Association for Gas and Water (ÖVGW), Netz OÖ GmbH participates in the association's annual customer satisfaction survey. All major gas distribution grid operators are members of the association and it carries out a comprehensive customer survey. All general satisfaction values are surveyed through a representative customer sample. The result can be viewed either as an overall result or individually. Individual questions can also be asked in the survey. These are used by Netz OÖ GmbH to gather information on customer needs and perceptions regarding general energy-related topics that fall within the legally defined responsibilities of the grid operator. The results are presented to the management and published through Netz OÖ GmbH’s communication channels. Operational responsibility for implementation lies with the Austrian Association for Gas and Water, which commissions a market research institute. Within Netz OÖ GmbH, the survey is coordinated by ‘Corporate Communications’ in consultation with the management.
Environment segment: A survey of business customer contacts is conducted directly on a monthly basis. Each month, customers at a different Umwelt Service GmbH site are surveyed in accordance with an annual schedule. Organisational responsibility lies with the Sales Management department of Umwelt Service GmbH. Operational responsibility for conducting the survey rests with the Sales Service department. The individual responses to the customer satisfaction survey are recorded as raw data in an online tool and processed by the Sales Service department for the group of recipients specified by Sales Management.
S4-3 – Processes to remediate negative impacts and channels for consumers and end users to raise concerns
Energy Segment and Grid Segment: Customers of the electricity, gas, fibre-to-the-home (FTTH) and heat (network and sales) sectors can voice their concerns and express their needs using the service hotline or by contacting the service email address, as well as in person at the customer office in Linz. These are channels set up by Energie AG. Energie AG ensures that telephone enquiries are handled by its service employees. Developments on the energy market over the past few years have led to a massive rise in customer enquiries, with various tools (e.g. Voicebot) being used to process these as effectively as possible. Simple enquiries are handled automatically using artificial intelligence. An additional intelligent ‘peak management’ allows for calls to be rescheduled to less busy times of the day. This increases the availability for the customers and in turn also their satisfaction with the Company.
Channel availability is supported by: Ensuring system availability (telephone system and email inboxes) by the IT and Digitalisation department and ensuring accessibility through IT-supported real-time call control in the call centre. In the event of failures, which cause a substantial increase in calls from those affected within a very short period of time, calls need to be answered and processed quickly. A flexible on-call service model for the customer service employees and a suitable infrastructure (remote work) enable an improved handling of unexpected or high call volumes.
The telephone numbers for the Grid and Sales service hotline as well as the relevant email addresses can be found in the customer portal, on customer letters and on the Energie AG and Netz OÖ GmbH websites. The opening hours for the customer office can also be found on the Energie AG website. To protect customer privacy and data, appropriate data protection guidelines have been established and communicated to the customer service team, and employees receive regular training on the subject. In the 2024/25 fiscal year, 17,461 concerns (previous year: 17,972) and complaints were received by Vertrieb GmbH and 5,369 (previous year: 3,184) by Netz OÖ GmbH.
Every customer concern is documented in the ‘Customer Relationship Management System’ (CRM system) as a (complaint) contact. If changes to customer data or products are requested, these will be carried out by either the first or second level service team. The corresponding tasks are recorded and documented in the CRM system. The effectiveness of complaint management, the channels provided and the remedial actions are assessed using a customer satisfaction survey.
The quality management team analyses contacts on a monthly basis alongside the complaints management team, assesses the issues and identifies possible courses of action. As part of customer campaigns, the quality management team specifically analyses complaints from affected customers in order to forward potential for improvements directly to Campaign Management and internal departments. If technical changes need to be made to the CRM system, the requirements are defined and passed on to the IT and Digitalisation department for implementation. The number of complaints in Austria and the handling thereof are reported to the Management Board of Energie AG Oberösterreich in the course of the quarterly general meetings of Netz OÖ GmbH and Vertrieb GmbH.
Czech Republic Segment: Customers of the Czech companies have the option of communicating their concerns and needs directly by e-mail or in person at the local customer centre.
In the Czech companies operating in the water supply and wastewater management sector (hereinafter referred to as ‘water companies’), complaints may be submitted in person, by telephone, by e-mail or by letter. The relevant contact details are available on the websites of the respective companies. Customers of more than half of the water companies can submit complaints via a form on the customer portal. Customers of VS Chrudim a.s. and Energie AG Kolín a.s. may lodge complaints either in writing by post or by e-mail.
ČEVAK a.s. ensures the availability of customer portals and websites through regular maintenance and IT support. For customers without Internet access, personal support provided at local customer centres ensures full accessibility.
In the Czech Republic, both Energie AG’s water and heating companies comply with their statutory obligations. All customer invoices therefore include the relevant contact details to which customers may address any complaints (including those relating to billing). The company's headquarters and contact persons, as well as any public institutions from which customers may obtain information, must also be listed. All contact details and a dedicated e-mail address for submitting complaints are provided on the respective websites.
Each Czech water company has an established Complaints Procedure and an additional internal policy setting out the detailed process. As these companies are decentralised, each company has its own documentation. Every complaint received by a water company must be handled within the statutory period of 30 days and therefore is forwarded to the responsible person in the respective company.
All complaints are recorded in the incoming mail record. Each company has a responsible person (known as the guarantor) who is responsible for processing the complaint. Depending on the nature of the complaint, the guarantor will forward this complaint to other responsible departments. The guarantor monitors the entire process to ensure that all complaints are handled in a timely manner and the outcome is communicated to the respective customer. In the event of complaints regarding water meter readings, customers are directly involved in the complaint resolution process to ensure the necessary ongoing communication. If a complaint relating to a significant impairment of drinking water quality (due to an accident/disruption) is received, the management of ENERGIE AG BOHEMIA s.r.o. (and the competent authorities) will be informed.
Environment Segment: In addition to the regular surveys, the following contact options are available to customers: telephone, e-mail, a contact form on the Containerdienst24.at and Entsorgungsdienst24.at websites, as well as other Umwelt Service GmbH websites and the Energie AG homepage. Customers of Umwelt Service GmbH are sent invitations to participate in surveys by email via an online tool where they can answer questions explicitly and also provide comments. Customers can use the online tool to express their concerns at any time. Customers can obtain information at any time and also request ISO certificates 9001:2015 etc. if required. If the feedback is negative, an external complaint is recorded in the CRM software. The actions taken in connection with this are documented in the complaint. The negative feedback received and the actions documented in the complaint are monitored at random. Effectiveness is also monitored as part of internal and external audits in accordance with ISO 9001:2015.
S4-4 – Taking action on material impacts on consumers and end users, and approaches to managing material risks and pursuing material opportunities related to consumers and end-users, and effectiveness of those actions
Energie AG is implementing and planning a range of actions above and beyond the legal requirements to promote access to products and services as well as access to (high-quality) information for all customers. Given its business model, Energie AG considers measures that safeguard security of supply and waste management to be of particular importance.
The Group-wide quality and complaints management concept, together with Energie AG’s IT-based customer service strategy, ensures that potential negative impacts on customers are identified, assessed and effectively addressed in a timely manner. This approach is embedded in product development, IT projects and operational customer service. The resulting measures are designed either to remedy negative impacts in the short term – for example in the event of acute disruptions – or to be incorporated into existing product development and IT processes over the longer term (e.g. CRM systems, AI-based tools and real-time call control). Measures are prioritised according to scale, scope, urgency and legal requirements. There is no uniform standard process due to the variety of measures implemented. Effectiveness is continuously monitored through monthly analyses of customer issues by quality management, CRM documentation, regular customer satisfaction surveys, quarterly reporting to the Management Board and structured feedback loops with the relevant departments.
Digital offers for customers
Access to (high-quality) information; access to products and services
To ensure data security, all customer service processes and services are implemented in accordance with the applicable data protection and information security requirements. Compliance with these requirements is ensured through appropriate testing procedures and regular company certifications.
Action |
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Digital offers for customers |
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Description |
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Target group-specific information |
Expected outcomes |
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Target group-specific information |
Concept mapping |
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Customer experience and digitalisation |
Scope of the measure |
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Own business activities and downstream value chain |
Time horizon |
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Ongoing measure; online channels and customer portals are permanently available to customers |
IROs on which the measure is based |
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Transparent provision of information across multiple channels, insufficient/non-transparent customer information, reputational damage |
Implementation progress |
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The digital channels and customer portals are continuously maintained and developed with regard to user-friendliness and clarity. |
Methodological information on monitoring implementation and effectiveness |
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Target group-specific information |
Events
Access to (high-quality) information
Action |
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Events |
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Description |
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Energie AG's presence at events allows it to communicate directly with its customers on issues such as energy efficiency and renewable energy. In addition to providing advice on current product and service offerings, discussions also focus on current issues and customer-focused matters. |
Expected outcomes |
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Direct dialogue with customers increases satisfaction and promotes awareness of sustainable energy use (e.g. through specialist lectures at the Energy Saving Academy). This strengthens the communication of innovative products and services, provides valuable feedback for further development. In addition, this reinforces the company’s positioning as a customer-oriented and environmentally conscious energy supplier. |
Concept mapping |
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Customer experience and digitalisation |
Scope of the measure |
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Own business activities and downstream value chain |
Time horizon |
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Events are organised as required |
IROs on which the measure is based |
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Transparent provision of information across multiple channels |
Implementation progress |
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The progress of the consultations at the Energy Saving Trade Fair is monitored. Over the three days open to the public in the 2024/25 fiscal year, some 2,100 consultations were held (compared to 2,400 in the previous year) |
Methodological information on monitoring implementation and effectiveness |
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After the trade fair, customer feedback is collected in a comprehensive debriefing by the core team and included in the final presentation. This is used both for comparison with the previous year and as a basis for future improvements. This systematic assessment is then made available to all sales employees, team leaders and the management of Vertrieb GmbH. |
Security of supply
GRI EU-DMA Management approach to ensure short and long-term electricity availability and reliability
Expansion of energy storage facilities
Access to products and services
See E1-3 Actions and resources related to the climate concepts, energy storage.
Expansion of grid infrastructure
Access to products and services
See E1-3 Actions and resources related to the climate concepts, electricity grid expansion.
Social affairs
Access to products and services
Action |
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Social affairs |
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Description |
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Energie AG offers a variety of programmes and initiatives to support its customers in Austria, such as a solidarity fund, an emergency assistance fund to help low-income households cope with their energy costs and advisory initiatives regarding energy efficiency. |
Expected outcomes |
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Through Energie AG’s social support measures – in particular the solidarity fund, the immediate assistance fund and the temporary suspension of disconnections – low-income households are to be specifically relieved and protected from energy poverty. The measures help to ensure security of supply, even for vulnerable customer groups, and strengthen trust in Energie AG as a responsible company. A reduction in disconnections, stabilised customer loyalty and positive perceptions in image and satisfaction analyses are expected outcomes. |
Concept mapping |
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Security of supply and waste management |
Scope of the measure |
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Own business activities and downstream value chain |
Time horizon |
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The solidarity fund, the emergency assistance fund and the disconnection moratorium will be available until further notice. The amount of funds made available in these programmes and the duration of the curtailment waiver may vary from one fiscal year to the next. |
IROs on which the measure is based |
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High security of supply, reputational damage |
Implementation progress |
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The measure was also successfully implemented in the 2024/25 fiscal year. |
Methodological information on monitoring implementation and effectiveness |
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The effectiveness of the actions taken can be monitored and assessed using the annual satisfaction analysis and measured by the extent to which the funds are used. The amount in the solidarity and emergency assistance fund and its use is reported to the management of Vertrieb GmbH on a monthly basis. |
Remedial measures |
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The measures are intended to support customers who are in need as a result of the energy crisis. Special arrangements (e.g. a moratorium on electricity disconnections, the option to defer due payments, payment in instalments, actions for emergency assistance) are intended to provide customers with targeted relief and support.
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Emergency and crisis management
Access to products and services
Action |
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Emergency and crisis management |
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Description |
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By implementing and continuously improving a Group-wide emergency and crisis management system (ECMS) based on recognised standards, Energie AG enhances the Group's responsiveness and resilience to exceptional events (emergency and crisis situations); this ensures, on the one hand, the prevention or reduction of potential damage impacts and, on the other hand, the fastest possible return to normal operations. |
Expected outcomes |
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Ideally, extraordinary events do not occur, for example due to preventive actions. If an incident occurs, the impacts will be minimised by reacting appropriately. The professional emergency and crisis management system allows Energie AG to return to normal operations as quickly as possible. |
Concept mapping |
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Security of supply and waste management |
Scope of the measure |
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Own business activities and downstream value chain |
Time horizon |
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Emergency and crisis management is a continuous process |
IROs on which the measure is based |
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High security of supply, resilience to crises, reputational damage, increased workload in case of supply disruption |
Implementation progress |
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Since the fiscal year 2023/24, the following progress has been made:
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Methodological information on monitoring implementation and effectiveness |
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The effectiveness of the ECMS is reviewed in regular training sessions and drills and is continuously being improved through a continuous improvement process. |
Prospective procurement of electricity and gas
Access to products and services
Action |
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Prospective procurement of electricity and gas |
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Description |
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Energie AG secures the electricity and gas volumes required for customers and for electricity and heat production in a forward-looking manner through long-term transactions on exchanges and over-the-counter (OTC) markets. Gas storage facilities with short- and long-term usage rights enable stockpiling beyond the statutory requirements. In addition, the expansion of renewable energy is being accelerated to strengthen self-sufficiency and minimise risks through diversification of the procurement portfolio. For ‘protected customers’ within the meaning of § 121 of the 2011 Gas Industry Act (GWG), natural gas of non-Russian origin is procured and stored, including for the ‘Erdgas Loyal’ tariff. Since 01.10.2024, targeted efforts have been made to meet the reduced 30-day requirement through stored non-Russian gas volumes. |
Expected outcomes |
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Through the hedging strategy of forward-looking procurement of electricity and gas, the impacts of short-term changes in supply conditions or wholesale prices on customers are limited. In the area of gas supply to customers, the supply standard pursuant to § 121 GWG and the SOS Regulation (EU Regulation on measures to safeguard the security of gas supply, EU 2017/1938) is ensured for the specified periods and scenarios. |
Concept mapping |
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Security of supply and waste management |
Scope of the measure |
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Own business activities and downstream value chain |
Time horizon |
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The procurement policy is an ongoing action that is incorporated into Energie AG's strategy. |
IROs on which the measure is based |
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High security of supply, resilience to crises, reputational damage, increased workload in case of supply disruption |
Implementation progress |
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To ensure the best possible matching of maturities with sales products and price commitments, and to enable timely passing on of price changes on wholesale markets to customers, the electricity procurement strategy was evaluated and further developed last year. Through the adjustment of the strategy, procurement costs reflect market developments at an earlier stage, without losing the fundamentally price-dampening effect in terms of price stability for customers. |
Methodological information on monitoring implementation and effectiveness |
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Energy procurement monitoring is generally carried out as a weekly report by the Portfolio Management department of Vertrieb GmbH. The key indicators and disclosures are reported at the Annual General Meeting. |
Operational network management
Access to products and services
Action |
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Operational network management |
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Description |
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To ensure reliable operation of the grid with optimised grid capacity management, forecast and live grid security analyses are implemented on the basis of load and feed-in forecasts that are being developed. |
Expected outcomes |
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The expansion of the automation-supported grid security analysis system to include medium-voltage grids will enable grid capacities to be used more effectively in future and thus optimise implementation timing of all planned grid expansion measures. |
Concept mapping |
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Security of supply and waste management |
Scope of the measure |
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Own business activities and downstream value chain; serves all grid users who will require additional grid access or an increase in grid connection capacity in the future |
Time horizon |
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The implementation of reliable feed-in and load forecasting systems to ensure reliable grid security analyses down to the low-voltage level will be completed by approximately 2030. |
IROs on which the measure is based |
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High security of supply, resilience to crises, reputational damage, increased workload in case of supply disruption |
Implementation progress |
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In the 2024/25 fiscal year, an evaluation project was launched to identify the measurement data required for a grid analysis in the medium-voltage grid. Upon completion of the project (2026), a robust basis is to be available for the future installation of sensors (current, voltage, etc.) in the electricity grid. In parallel with this work, the granularity of the grid load forecasting processes is being significantly expanded and their quality evaluated. |
Methodological information on monitoring implementation and effectiveness |
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Effectiveness is measured by monitoring usage data and delivery and feed-in volumes. |
Protecting the system with generation plants
Access to products and services
Action |
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Protecting the system with generation plants |
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Description |
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Generation plants are analysed in terms of their ability to support system stabilisation (frequency stability, voltage stability). In particular, black start capability and island operation capability for grid restoration are also tested. |
Expected outcomes |
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This prevents weak points from being detected only in the event of a large-scale network failure. |
Concept mapping |
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Security of supply and waste management |
Scope of the measure |
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Own business activities and full value chain; increased security of supply has a positive impact on value chains and companies as well as end consumers |
Time horizon |
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Following the completion of the tests in the 2022/23 fiscal year, further analyses are being carried out using simulations, for example for the future inclusion of the Ebensee pumped-storage power plant that is currently under construction. For small generation plants, an islanding test is being prepared. In the 2024/25 fiscal year, the theoretical basis for the tests planned for 2026 was developed. |
IROs on which the measure is based |
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High security of supply, resilience to crises, reputational damage, increased workload in case of supply disruption |
Implementation progress |
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The subject area was analysed and assessed as part of a master’s thesis in cooperation with the Vienna University of Technology. Initial preparatory work for the design of a field trial is currently underway. |
Methodological information on monitoring implementation and effectiveness |
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The effectiveness of this action is reviewed annually with grid reconstruction simulations. |
Leak detection and repair of water infrastructure
Access to products and services
Action |
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Leak detection and repair of water infrastructure |
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Description |
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In the Czech Republic, Energie AG is pursuing two different operational models on the water and waste water management market. The operator model is defined as the public sector (cities, municipalities, communities) owning the infrastructure and outsourcing its operation by means of awarding long-term contracts (concessions, leases, leaseholds). In the asset owner model, Energie AG both operates and owns the infrastructure (VaK Beroun a.s.). Given that local authorities, for the most part, are responsible as the owners for renovating grids, Energie AG’s actions focus on locating and repairing leaks. |
Expected outcomes |
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The measure prevents major water losses and thus increases security of supply. |
Concept mapping |
|
Security of supply and waste management |
Scope of the measure |
|
Own business activities and downstream value chain |
Time horizon |
|
Leak detection and repair work is carried out continuously. |
IROs on which the measure is based |
|
High security of supply, resilience to crises, reputational damage, increased workload in case of supply disruption |
Implementation progress |
|
The measure was also successfully implemented in the 2024/25 fiscal year. |
Methodological information on monitoring implementation and effectiveness |
|
The effectiveness of the action can be measured by the water companies using the ‘unit water leakage’ method. In calendar year 2024, 92 supply areas were benchmarked (CY 2023: 91; CY 2022: 90). The purpose of this assessment is to expand the process to smaller supply areas and thereby continually reduce water losses in those areas. |
Monitoring the water supply for water losses
Access to products and services
Action |
|
Monitoring the water supply for water losses |
|---|---|---|
Description |
|
Continuous monitoring of the water supply for water losses allows possible leaks to be detected at an early stage. |
Expected outcomes |
|
Consistently low (to no) water losses |
Concept mapping |
|
Security of supply and waste management |
Scope of the measure |
|
Own business activities and downstream value chain |
Time horizon |
|
Ongoing implementation of reviews |
IROs on which the measure is based |
|
High security of supply, resilience to crises, increased workload in case of supply disruption, reputational damage |
Implementation progress |
|
The measure was also successfully implemented in the 2024/25 fiscal year. No noteworthy water losses occur within the transport pipe network, which is owned by the WDL GmbH. The differences between the measuring points at wells or tanks and water meter chambers at the customer’s end fall within the range of the water meters’ measurement tolerances. |
Methodological information on monitoring implementation and effectiveness |
|
The water supply is monitored by the control system. Additionally, records are kept comparing the quantities of water pumped and delivered to customers on a monthly basis. |
Equipping the water supply systems with emergency power generators
Access to products and services
Action |
|
Equipping the water supply systems with emergency power generators |
|---|---|---|
Description |
|
(Stationary and mobile) emergency power generators were installed in the company's own water supply plants in Upper Austria (Wels and Innviertel region). This ensures supply even in emergency situations (e.g. power outages). Furthermore, an agreement was concluded with Umwelt Service GmbH regarding refuelling options. |
Expected outcomes |
|
Equipping the water supply systems with emergency power generators ensures the drinking water supply in the event of power failures. |
Concept mapping |
|
Security of supply and waste management |
Scope of the measure |
|
Own business activities and downstream value chain |
Time horizon |
|
Ongoing action |
IROs on which the measure is based |
|
High security of supply, resilience to crises, reputational damage, increased workload in case of supply disruption |
Implementation progress |
|
Carrying out structural modification work in the course of commissioning an emergency power generator. |
Methodological information on monitoring implementation and effectiveness |
|
The effectiveness is reviewed in regular drills. |
E-mobility solutions for customers
Access to products and services
Action |
|
E-mobility solutions for customers |
|---|---|---|
Description |
|
Expansion of the offering for private and business e-charging card holders: |
Expected outcomes |
|
By providing e-charging infrastructure as a regional and trusted infrastructure operator, and through the market presence of da emobil GmbH, Energie AG raises awareness and reduces barriers for customers entering e-mobility. |
Concept mapping |
|
Security of supply and waste management |
Scope of the measure |
|
Own business activities and downstream value chain |
Time horizon |
|
Expansion of the offering for private and business e-charging card holders: |
IROs on which the measure is based |
|
High security of supply |
Implementation progress |
|
Energie AG currently operates 845 (previous year: 648) publicly accessible charging points across Austria (with a focus on Upper Austria). |
Methodological information on monitoring implementation and effectiveness |
|
Expansion of the offering for private and business e-charging card holders: |
For e-mobility actions relating to climate change mitigation, see E1-3 – Actions and resources related to the climate concepts, Sustainable mobility.