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 & Onshore Receiving Facility (ORF) Operator

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

1

Availability of Supply

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 Onshore Receiving Facility

 0

100 

Number of gas supply disruption incident* caused by the failure of, damage to, or operation of the gas pipeline network rated at 18 barg and above 0 100
Number of gas supply disruption incident* caused by the failure of, damage to, or operation of the gas pipeline network rated at/above 3 barg and below 18 barg 0 100
Number of gas supply disruption incident* caused by the failure of, damage to, or operation of the gas pipeline network rated at/above 200 mbarg and below 3 barg 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

 7 Restoration of Supply Time taken to fully restore1 gas supply after each gas supply disruption incident * in the Onshore Receiving Facility ≤ 2 hours 100
Time taken to restore gas supply after each gas supply distruption incident* in the gas pipeline network rated at 18 barg and above ≤ 2 hours 100
Time taken to restore gas supply after each gas supply distruption incident* in the gas pipeline network rated at/above 3 barg and below 18 barg ≤ 2 hours 100
Time taken to restore gas supply after each gas supply distruption incident* in the gas pipeline network rated at/above 200 mbarg and below 3 barg 24 hours 100

'Fully restore' is defined as restore the send-out quantity to the latest operating schedule. 
* Only incidents where the licensee is determined by the Authority to be at fault will be counted. 

Performance Standards for Sembcorp Gas Pte Ltd, the Onshore Receiving Facility (ORF) Operator & Gas Importer

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 Onshore Receiving Facility

0

100

 2 Restoration of Supply Time taken to fully restore1 gas supply after each gas supply disruption incident* in the Onshore Receiving Facility.   ≤ 2 hours  100 
 3 Quality of Supply

Number of incidents where the delivered pressure of gas supplied to an Onshore Receiving Facility falls below the Contractual Threshold Pressure2 by 0.5 barg or more

0 100

'Fully restore' is defined as restore the send-out quantity to the latest operating schedule.
'Contractual Threshold Pressure' refers to the threshold delivery pressure specified in the respective Gas Sales Agreement (GSA) that the gas importer licensee has entered into with its upstream supplier, in relation to which shortfall gas may apply.
* Only incidents where the licensee is determined by the Authority to be at fault will be counted.

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

NoService DimensionService IndicatorService StandardsPerformance Target (%)

1

Reliability of Supply

Number of gas supply disruption incident* caused by the failure of, damage to, or operation of the Onshore Receiving Facility

0

100

2 Restoration of Supply Time taken to fully restore1 gas supply after each gas supply disruption incident* in the Onshore Receiving Facility ≤ 2 hours 100

'Fully restore' is defined as restore the send-out quantity to the latest operating schedule.
* 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

0

100

2

Restoration of Supply

Time taken to fully restore1 gas supply after each gas supply disruption incident*



≤ 2 hours                    

100

3

Quality of Supply

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


1
'Fully restore' is defined as restore the send-out quantity to the latest operating schedule.
* Only incidents where the licensee is determined by the Authority to be at fault will be counted.
 

Standards of Performance for City Energy Pte Ltd, The Retailer of Town Gas & Town Gas Producer. 

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

 3 Reliability of Supply Number of gas supply disruption incident* caused by the failure of, damage to, or operation of the Gasworks          0           100 
 4   Restoration of Supply Time taken to fully restore1 gas supply after each gas supply disruption incident* in the Gasworks

≤ 1 hour

         100 

1 'Fully restore' is defined as restore the send-out quantity from Gasworks to the latest forecasted send-out schedule.
* Only incidents where the licensee is determined by the Authority to be at fault will be counted.

Performance Standards for Gas Supply Pte Ltd, the Gas Importer

No Service Dimension Service Indicator Service Standards Performance Target (%)
 1 Quality of Supply Number of incidents where the delivered pressure of gas supplied to an Onshore Receiving Facility falls below the Contractual Threshold Pressure1 by 0.5 barg or more 0 100

'Contractual Threshold Pressure' refers to the threshold delivery pressure specified in the respective Gas Sales Agreement (GSA) that the gas importer licensee has entered into with its upstream supplier, in relation to which shortfall gas may apply.


Performance Standards for Keppel Gas Pte Ltd, the Gas Importer

No Service Dimension Service Indicator Service Standards Performance Target (%)
 1 Quality of Supply Number of incidents where the delivered pressure of gas supplied to an Onshore Receiving Facility falls below the Contractual Threshold Pressure1 by 0.5 barg or more 0 100

'Contractual Threshold Pressure' refers to the threshold delivery pressure specified in the respective Gas Sales Agreement (GSA) that the gas importer licensee has entered into with its upstream supplier, in relation to which shortfall gas may apply.

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