Performance Standards for Licensees
Energy Market Authority has set performance standards for its licencees to ensure a consistently 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 |
Gas Emergencies |
Time taken to respond to all reported gas leakages. |
1 hour | 100 |
| 3 |
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 | ||
| 4 |
Metering Services |
Time taken to respond (make appointment, visit or reply) to a metering problem or dispute upon notification. |
5 working days | 95 |
| 5 |
Customer Contact |
Time taken to reply to a written enquiry or complaint. |
7 working days | 95 |
Service 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 |