Performance Standards for Licensees
To ensure that electricity is delivered reliably with a high quality of service, EMA has set performance standards for the licensees.
Performance Standards for SP PowerAssets
Ltd, the Transmission Licensee
| No |
Service Dimension
|
Service Indicator
|
Service Standard
|
Performance Target (%)
|
| 1 |
Availability of Supply
|
Minimum advance notice for planned interruption of electricity supply.
|
7 calendar days
|
95
|
| 2 |
Reliability of Supply
|
Number of power failure incidents* caused by failure of, damage to, or operation of Licensee’s equipment or cables.
|
0
|
100
|
| 3 |
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
|
| 4 |
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* due to failure of, damage to, or operation of Licensee’s equipment or cables.
|
0
|
100
|
| 5 |
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
|
| 6 |
Customer Contact
|
Time taken to reply to a written complaint.
|
7 working days
|
95
|
| 7 |
Metering Services
|
Time taken to attend to meter problem at site upon notification.
|
8 calendar days
|
95
|
*Only incidents where the Licensee is determined by the Authority to be at fault will be counted.
Performance Standards for SP Services Ltd, the Market Support Services Licensee
| No |
Service Dimension
|
Service Indicator
|
Service Standard
|
Performance Target (%)
|
| 1 |
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
|
| 2 |
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
|
| 3 |
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
|
|
Time interval between successive reading of billing meter(s).
|
2 monthly
|
95
|
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