As an energy provider, it is our duty to ensure that sufficient amounts of electricity and gas are made available. The security and reliability of supply are of prime importance to us. We ensure that energy can be supplied reliably over the long term by investing billions of forints, tapping new sources of energy and maintaining a widely diversified energy mix.

Security of Supply
Hungary has no alternative but to diversify risks when buying energy. Hungary, after all, like the rest of Europe, will continue to rely on energy imports. The following three approaches must therefore be pursued simultaneously in order to ensure uninterrupted supply and overcome challenges in the market:

• Maintaining a diversified energy mix
• Increasing cooperation with energy exporting countries and tapping new opportunities
• Increasing energy efficiency on the demand side

Reliability of Supply
We must react quickly to exceptional displays of the forces of nature, such as lightning strikes and hurricanes, that impair the supply of electricity. Our effective troubleshooting system makes it possible to repair faults and defects and restore our customers' energy supply quickly.

Customer Orientation
Customer orientation is a key element of the E.ON identity. We would like to know what our customers want so that we can do an even better job of satisfying their needs. E.ON serves more than three million customers in Hungary. Our customer relations center developed and implemented a Dynamic Resource Planning and Management system that has improved the efficiency of the customer service centers.

The customer service activities of the E.ON Hungária Group have shown considerable improvement over the past three years. This is borne out by the annual customer satisfaction survey carried out by the Hungarian Energy Office (HEO), which shows that the Group has improved its performance in every one of the areas studied.

Selecting Suppliers
At E.ON Hungária, we pay extra attention to our suppliers and we offer them a partnership of equals. Suppliers are chosen in the following ways:

• At the level of E.ON AG, in line with EU competition laws
• At the level of the E.ON Hungária Group through tendering
• Through public procurement if Act CXXIX/2003 on Public Procurements requires the given procurement to be made through a public procurement procedure

In order to meet and exceed customer expectations, our objective is to work only with suppliers that fully comply with our companies' technical, financial, quality and ethical requirements.

To this end, E.ON is introducing a prequalification process for all of our partners who supply products or services and whose activity could have a substantial impact on the quality of electricity and gas supply, the operating standards of the electric and gas grids and distribution equipment, customer relations, or our companies' cost control.

In the case of sourcing that falls under the Public Procurement Act, all prior prequalification becomes void so that the law can be fully adhered to.

During prequalification, as in the entire sourcing process, equal treatment and competition under equal terms are a general requirement, and the company must act in a nondiscriminatory manner in line with Act LVII/1996 on the Prohibition of Unfair and Restrictive Market Practices.

The frameworks of our cooperation with suppliers are set down in the General Sourcing Terms of the E.ON Hungária Group (see attached documents).