Performance Standards for Licensees

EMA has set performance standards for the licensees to ensure a high quality of service delivery.

Performance Standards for PowerGas Ltd, the gas transporter

No Service Dimension Service Indicator Service Standards Performance Target (%)

1

Availability of Supply

Time taken to restore gas supply after an unplanned interruption in the gas distribution network.

24 hours

95

Minimum duration of notice of interruption of gas supply.

2 working days

95

2

Reliability of Supply

Number of gas supply disruption incident * caused by the failure of, damage to, or operation of the ORFs, and the gas pipeline network rated at 18 barg and above, arising from the fault of the gas transporter.

 0

100 

3

Gas Emergencies

Time taken to respond to all reported gas leakages.

1 hour

100

4

Providing Supply

Time taken to process an application for connection to the gas distribution network and to reply to the applicant.

2 weeks

90

Time taken to carry out gas service connection from the date when customer’s premises is ready to receive connection and where the premise is within gas distribution network.

6 weeks

90

5

Metering Services

Time taken to respond (make appointment, visit or reply) to a metering problem or dispute upon notification.

5 working days

95

6

Customer Contact

Time taken to reply to a written enquiry or complaint.

7 working days

95

*Only incidents where the licensee is determined by the Authority to be at fault will be counted. 

Performance Standard for Sembcorp Gas Pte Ltd, the Onshore Receiving Facility (ORF) operator

No Service Dimension Service Indicator Service Standards Performance Target (%)

1

Reliability of Supply

Number of gas supply disruption incident * caused by the failure of, damage to, or operation of the ORF arising from the fault of the ORF operator.

0

100

*Only incidents where the licensee is determined by the Authority to be at fault will be counted.

Performance Standard for Medco Singapore Operations Pte Ltd (Formerly known as ConocoPhillips Singapore Operations Pte Ltd), the Onshore Receiving Facility (ORF) operator

No Service Dimension Service Indicator Service Standards Performance Target (%)            

1

Reliability of Supply

Number of gas supply disruption incident * caused by the failure of, damage to, or operation of the ORF arising from the fault of the ORF operator.

0

100

*Only incidents where the licensee is determined by the Authority to be at fault will be counted.

Performance Standards for Singapore LNG Corporation Pte Ltd, the LNG terminal operator
No Service Dimension Service Indicator Service Standards Performance Target (%)

1

Reliability of Supply Number of gas supply disruption incident * caused by the failure of, damage to, or operation of the LNG terminal arising from the fault of the LNG Terminal Operator.

0

100

2

Restoration of Supply

Time taken to resume gas supply after each gas supply disruption incident.

≤ 30 mins            

100

Time taken to fully restore gas supply to the LNG Terminal Operator's total scheduled injection quantity after each gas supply disruption incident.

≤ 60 mins            

100

3

Gas Injection Tolerance

Percentage deviation of aggregate Metered Injection Quantities from the aggregate Terminal Operator Scheduled Quantities for the day at each of the transmission network injection point operated by the LNG Terminal Operator*.

≤ +/- 5%

100

Percentage deviation of aggregate Metered Injection Quantities from the aggregate Terminal Operator Scheduled Quantities for the month at each of the transmission network injection point operated by the LNG Terminal Operator*.

≤ +/- 2.5%

100

*Only incidents where the licensee is determined by the Authority to be at fault will be counted. 

Performance Standards for City Gas Pte Ltd, producer and retailer of town gas 

No Service Dimension Service Indicator Service Standards Performance Target (%)

1

Providing Supply

Time taken to process and approve submission of plans for application of gas supply.

2 weeks

90

Waiting time for appointment for turn-on or cut-off of gas supply.

2 hours

95

2

Customer Contact

Time taken to reply to a written enquiry or complaint.

7 working days

95

 

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