Performance Standards for Licensees
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The Energy Market Authority has set performance standards for electricity licensees to ensure high quality of service delivery.
Performance Standards for SP PowerAssets Ltd, the Transmission Licensee
| Service Dimension | Service Indicator | Service Standard | Performance Target (%) |
|---|---|---|---|
| Availability of supply | Minimum advance notice for planned interruption of electricity supply | 7 calendar days | 95 |
| Reliability of supply | Number of power failure incidents caused by failure of, damage to, or operation of Licensee’s equipment or cables rated at 66kV and above | 0 | 100 |
| Number of power failure incidents caused by failure of, damage to, or operation of Licensee’s equipment or cables rated at 22kV except for power transformers | 0 | 100 | |
| Number of power failure incidents caused by failure of, damage to, or operation of Licensee’s equipment or cables rated at 6.6kV and power transformers rated at 22kV per calendar month | 1 | 100 | |
| Restoration of supply | Time taken to restore electricity supply for each power failure due to failure of, damage to, or operation of Licensee’s equipment or cables rated at 22kV and below | 3 hours 2 hours |
100 90 |
| Quality of supply | Time taken to rectify voltage complaint or limit violation | 2 calendar days | 95 |
| Time taken to correct a voltage complaint that requires network reinforcement | 6 months | 99 | |
| Number of voltage dip incidents caused by Licensee’s equipment or cables rated at 66kV or above within a period of 6 months | 1 | 100 | |
| Number of voltage dip incidents caused by Licensee’s equipment or cables due to failure of equipment or cables rated at 22kV within a period of 3 months | 1 | 100 | |
| Providing Supply | Time taken to implement electrification scheme requiring new substations after take-over of substation (up to 22kV) | 10 weeks | 90 |
| Time taken to implement service connection requiring cable installation work, after premises to be supplied with electricity is ready to receive cable | 6 weeks | 90 | |
| Customer Contact | Time taken to reply to a written enquiry or complaint | 7 working days | 95 |
| Metering Services | Time taken to attend to meter problem at site upon notification | 8 calendar days | 95 |
Performance Standards for SP Services Ltd, the Market Support Services Licensee
| Service Dimension | Service Indicator | Service Standard | Performance Target (%) |
|---|---|---|---|
| Providing Supply | Time taken to process application for electricity supply and reply to applicant | 14 calendar days | 85 |
| Lead time taken to inspect large electrical installation (supply capacity greater than 45kVA) and turn-on electricity supply upon request | 7 working days | 90 | |
| Lead time taken to test small electrical installation (supply capacity less than or equal to 45kVA) and turn-on electricity supply upon request | 10 calendar days | 90 | |
| Time taken to inspect pre-tested electrical installation and turn-on electricity supply upon request after opening of account | 3 working days | 98 | |
| Waiting time at site for appointment to turn on or cut-off electricity supply | 1.5 hours | 90 | |
| Customer Contact | Time taken to reply to a written enquiry or complaint | 7 working days | 95 |
| Queuing time at customer service counter (enquiries and opening/closing of accounts) | 20 minutes | 90 | |
| Time taken by customer service officer to pick up incoming telephone call | 30 seconds | 90 | |
| Metering Services | Time taken to attend to meter disputes at site upon notification | 8 calendar days | 95 |
| Time taken to attend (make appointment, reply) to meter reading issues upon notification | 5 working days | 95 |