Service Standards 2003 - 2004
| |
% 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% |
96% |
| 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% |
72% |
| 4b. Estimate of Charge - 15 working days
if significant network reinforcement is required. |
95% |
100% |
| 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. N.B.
This is a rolling period statistic |
99.50% |
99.52% |
| 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% |
98% |
| 13b. Cable Enquiries - multiple site/cable
enquiries within two working days. |
95% |
100% |
| 14. Pollution - Answer complaints regarding
pollution within eight hours of notification. |
95% |
100% |
Back to Service Standards
Service Standards 2002 - 2003