Service Standards 2002 - 2003
| |
% Required |
% Achieved |
|
1. Service Fuse Failures - To replace faulty service fuses within 3 hours of notification. |
95% |
100% |
|
2a. Restoring Supplies - To repair 80% of faults inside our electricity network within 3 hours of notification. |
80% |
94% |
|
2b. Restoring Supplies - all within 24 hours. |
100% |
100% |
|
3. Providing a Supply - To connect new customers with an existing supply of electricity within 3 working days. |
95% |
100% |
|
4a. Estimate of Charge - When a new electrical supply needs to be installed or an existing supply altered, we will provide an estimate of charge within 5 working days. |
95% |
83% |
|
4b. Estimate of Charge - 15 working days if significant network reinforcement is required. |
95% |
97% |
|
5. Supply Interruptions - To give customers at least 5 days notice when the supply of electricity is to be temporarily interrupted during maintenance work. |
95% |
100% |
|
6. Voltage Complaints - To investigate the reasons within 7 working days and correct within 6 months. |
95% |
100% |
|
7. Charges and Payments - To answer queries regarding charges and payment within 3 working days. |
95% |
100% |
|
8. Meter Disputes - To investigate and explain why meters might be operating outside acceptable margins of error within 10 days. |
90% |
100% |
|
9. Pre-payment Meters - When a GE Ltd. pre-payment meter has failed, we will visit the premises of the customer within four hours of notification. |
95% |
100% |
|
10. Meter Readings - To obtain an actual meter reading from all customers at least once a year. |
99.50% |
98.9% |
|
11. Changing a Meter - When a customer wants to change their method of payment or tariff, we will change the meter within 10 working days. |
95% |
100% |
|
12. Customer Correspondence - To answer supply or distribution queries within 10 working days. |
95% |
100% |
|
13a. Cable Enquiries - Respond to single site/cable enquiries inside one hour. |
95% |
97% |
|
13b. Cable Enquiries - multiple site/cable enquiries within two working days. |
95% |
99.5% |
|
14. Pollution - Answer complaints regarding pollution within eight hours of notification. |
95% |
98% |
Back to Service Standards
Service Standards 2002 - 2003