quality
 

BASIC STANDARDS DETERMINED BY THE INDUSTRY GOVERNING AUTHORITY

The Regulatory Authority for Electricity and Gas sets detailed as well as general quality standards for services delivered by distributors and retailers to end customers connected to the distribution network.
Failure to observe these quality standards results in automatic compensation payments to customers, based on service type.
Distributors and retailers may set their own detailed and general quality standards provided these are at a higher level than the basic standards.

As required under the Regulatory Authority for Electricity and Gas ARG/com 164/08 and the TIQV (Electricity and Gas Sales Standard) as amended, all retailers must observe its provisions with respect to end customers of low and/or medium voltage electricity and low pressure natural gas.

Quality standards and rates for services provided by distributors are regulated as follows:


• For GAS in accordance with decision ARG/gas 120/08, published in the TUDG document (Quality and Rates for Distribution Services and Gas Measurement for the 2009/2012 Regulatory Period) and in particular part 1 of document RQDG (Regulation of Quality of Distribution Services and Measurement of Gas for the 2009-2012 Regulatory Period)”

• For ELECTRICITY in accordance with decision 333/07, published in the document “Regulation of Quality of Distribution, Measurement and Sales Services for Electricity for the 2008-2011 Regulatory Period”


Detailed and general gas and electricity sales service quality standards apply to requests for service from the date they are received by the retailer. The Regulatory Authority for Electricity and Gas has set out two types of sales quality indicators:

• Detailed Quality Standards
• General Quality Standards

 “Detailed Quality Standards” are defined as the maximum allowable time within which the service provider must deliver a particular service requested by a customer. Detailed standards are individual standards: every single service subject to a detailed quality standard must be delivered in full within the relevant maximum allowable time. The customer who has requested the service may verify that the Detailed Quality Standard has been met.
A failure to meet the Detailed Quality Standards for reasons attributable to the retailer results in an automatic credit to the customer on their bill.

"General Quality Standards" are defined as the minimum percentage of customers to whom a service requested has been delivered within a particular deadline; in other words it is possible that a proportion (generally small) of all requests may be satisfied beyond the deadline.

BASIC QUALITY SALES STANDARDS TABLES AS DETERMINED BY THE REGULATORY AUTHORITY FOR ELECTRICITY AND GAS FOR THE YEAR 2009

Download the following documents to view tables for:
> NATURAL GAS DISTRIBUTION SERVICE
> NATURAL GAS SALES SERVICE

> ELECTRICITY DISTRIBUTION SERVICE
> ELECTRICITY SALES SERVICE