DORA

Communication of Information and Communication Technology (ICT) - related incidents

The KELER Group shall communicate openly and meaningfully with its customers, partners, and other stakeholders about ICT-related incidents. When communicating, KELER

- provides information with appropriate content and details to each stakeholder,

- updates the information as an event progresses,

- indicates when an event has terminated,

- avoids ambiguous and/or exaggerated language,

- provides stakeholders with the opportunity to give feedback during the incident,

- as much as possible, informs customers of the cause and resolution of the crisis-situation.

The detailed rules shall be established in internal procedures to enforce the fulfilment of requirements above in the communication to

- internal staff,

- external stakeholders,

- the public and the media,

The Head of Customer Relations and Product Development department is responsible for implementing this strategy. He / she may be contacted at marketing@keler.hu or at the KELER Group's central telephone number.