| | |
|
| Service | Performance level
| Penalty payment |
| | |
|
| 1 | Replacement of NIE main fuse after failure
| Within 4 hours | £20 |
| 2 | Restoring supply after distribution faults
| Within 24 hours of supplier becoming aware of fault
| £40 for domestic customers
£100 non-domestic customers
Plus £20 for each additional
12 hours
|
| 3 | Install meter and turn on electricity supply
| Within 3 working days (domestic customers) or within 5 working days (non-domestic customers)
| £20
Plus £40 (domestic) or
£100 (non-domestic) for failure to keep appointment
|
| 4 | Providing you with an estimate for changing the position for your meter or for a new electricity supply
| Within 10 working days for connections to existing lines
and 20 working days for others
| £40 |
| 5 | Notice of planned supply interruption
| 2 days | £20 domestic customers
£40 non-domestic customers
|
| 6 | Investigation of voltage complaints
| Within 10 working days | £20 plus £20 for failure to keep appointment
|
| 7 | Investigation of meter accuracy disputes
| Within 10 working days | £20 plus £20 for failure to keep appointment
|
| 8 | Responding to queries on charges or payments
| Within 10 working days | £20
|
| 9 | Morning and afternoon appointments to be offered and kept
| Between 8.30-13.00 or
12.00-17.00 Mon-Fri
| £20 |
| 10 | Making of payments owed under the standards
| Within 10 working days | £20
|
| | |
| Service | Performance level
|
| | |
| 1 | Restoration of supply following system faults
| 85 per cent in 3 hours
99 per cent in 24 hours
|
| 2 | Correction of voltage problems
| 85 per cent in 6 months |
| 3 | Provision of new low voltage supplies
| 90 per cent in 30 working days (domestic)
90 per cent in 40 working days (non-domestic)
|
| 4 | Reconnection of customers disconnected for non payment
| 100 per cent the working day after arrears are paid
|
| 5 | Relocation of ordinary meters
| 90 per cent in 15 working days |
| 6 | Change of meter due to change of tariff
| 90 per cent within 10 working days |
| 7 | Meter reading | 99 per cent at least once a year
|
| 8 | Responding to customer letters
| 95 per cent in 10 working days |
| 9 | Recalibration of pre-payment meters
| 85 per cent within 10 weeks of the due date
|
