Other non-financial information

In this part of the report, we provide a detailed information overview.

Focus on facilitating the energy transition

Public safety

Complaints and disputes procedure

It can occur that customers are not satisfied with our services. In such cases, they can report their complaint or claim via our website or by telephone. Enexis Netbeheer assesses very complaint or claim separately. A confirmation of receipt of the complaint is sent to the customer immediately stating when they can expect to receive a detailed response. We aim for an average processing time of 15 working days. 

Enexis aims to prevent complaints and takes all complaints very seriously. We are affiliated with the Dutch Foundation for Consumer Complaints Boards (Geschillencommissie). Customers can contact the ‘Geschillencommissie’ if they are not satisfied with the way we handled their complaint or claim. The Energy Committee of the ‘Geschillencommissie’ deals with complaints of consumers against energy suppliers concerning the disconnection, delivery or billing of gas, electricity and heating. This Committee also handles complaints from consumers against the grid operator about the operation of the meter (calibration) or damage resulting from a power outage.

Our crisis organisation is prepared and ready

A crisis situation can arise in any organisation. Therefore, adequate preparation for such a crisis is necessary. Enexis has a crisis organisation in place that can adequately deal with incidents by means of standard procedures and based on experience. Staff from various departments (such as communications, marketing, operations and ICT) and of all levels are stand-by or on-call. However, when an incident exceeds a certain scope, a broader more specific approach is required tailored to the situation. In that case, we scale up and put together a crisis team. The crisis team consists of a corporate team, communications team, and department team. Aspects such as communication with authorities and customers, and organising the special deployment of people and equipment, are organised by this team in the form of a tailored approach. A crisis management plan (CMP) has been drawn up with the aim of organising this specific process to deal with the crisis adequately.

Members of the crisis organisation are trained and drilled in taking decisions under time pressure and a large degree of uncertainty. This takes place at least once a year at each location. In addition, we participate in a crisis drill organised by external parties, such as the safety region or Netbeheer Nederland a number of times a year. New colleagues, such as spokespersons, follow a media training when starting their job to prepare themselves for possible crisis situations.

Laws and regulations

Enexis received a fine in 2023 for violation of the Dutch Information exchange above and below ground grids and networks act (WIBON). Enexis has amended its work processes in such a manner that this situation should not be able to occur again.

Besides the above fine, the Administrative and Legal Affairs & Digital Security departments and other relevant departments have not received any other fines with regard to services provided by Enexis or for non-compliance with the Energy Act, the Gas Act, or environmental laws. Furthermore, there were no occurrences for which non-monetary sanctions were imposed.

Employment and skilled employees

The tables below provide an impression of the development of our workforce in 2023. 99.91 percent of our employees fall under the Collective Labour Agreement for Grid Operators. Our total workforce of 5,490 employees consists of 4,511 full-time employees 979 part-time employees.

Sustainable employability

Our sustainable employability scheme ‘Duurzame Inzetbaarheid Plus (DI+)’ provides extra facilities and support to increase the employability of our employees. Employees receive a sustainable employability budget for activities and tools aimed at maintaining or expanding their knowledge and skills in a current or future position and/or remaining healthy, fit and motivated to do their work properly. In 2023, employees used the budget mainly for vitality-related purposes.

LTIF on a branch level

The internal LTIF per branch indicates the number of accidents resulting in absenteeism divided by the number of hours of the branch in question, times 1,000,000.

Standards and norms

Enexis endorses the guidelines for employment terms and conditions that are regarded as fundamental principles and rights at work as formulated by the International Labour Organization (ILO). We have a Code of Conduct and a Compliance Protocol for employees. All employees are required to sign a confidentiality statement when they enter our employment, in which they state that they will comply with that which is stated in the Compliance Protocol. In addition, employees who have access to price-sensitive information are required to sign a confidentiality statement.

As described in the section ‘Making a sustainable impact’, the Suppliers Code of Conduct applies to our suppliers. The quality control systems of Enexis Netbeheer are ISO9001 certified. The asset management system of Enexis Netbeheer is certified according to ISO-55001, NTA-8120, and ISO27001.

Furthermore, Enexis has structured its CSR policy in accordance with the international ISO-26000 guideline for CSR. Following our new strategy, our CSR vision was updated and approved by the EB in 2023. In addition, the CSR Statement and Principles were updated as well.