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Customer Service Standards

We are committed to providing quality service for our customers and in pursuit of this we have established a set of pledged Service Standards to our customers.

All service standards have been achieved or even surpassed in 2019 with the results below:

Customer Service Standards

Standards in 2020

Actual Results in 2019

Electricity Supply

Reliability Rating of Electricity Supply

Better than 99.999%

Better than 99.999%

Average Notification Period before Planned Suspension of Electricity

7 days in advance

17.52 days in advance

Average Time for Supply Restoration after Interruption of Supply

Within 2 hours

53 minutes

Site Investigation for Power Quality Enquiries

Within 3 working days

Achieved

Connection Of Supply

Connection Of Supply

  • Not Requiring Installation Inspection

Within the next working day

Achieved

  • After Satisfactory Installation Inspection

Within the same day

Achieved

Installation Inspection Appointment

  • Provide Appointment for Installation Inspection

Within 2 working days

Achieved

  • Appointment Punctuality (within a 1.5-hour time band)

Better than 99.8%

Achieved

Reconnection of Supply after Payment of Outstanding Charges

Same day as payment is received

Achieved

Electricity Accounts & Meters

Closure of Electricity Account at Customer Request

Within 2 working days

Achieved

Deposit Refund by Cheque after Full Authorisation by Customer and Closure of Account

Within 5 working days

Achieved

Special Request on Meter Reading

Within the next working day

Achieved

Processing of Concessionary Tariff Application upon Confirmation from Assessment Centre

Within 2 working days

Achieved

Meter Testing

Accuracy traceable to international standards via HOKLAS accredited standards laboratory

Achieved

Customer Enquiries

Average Waiting Time for Counter Services at Customer Centre

Less than 3.5 minutes

1.98 minutes

Reply to Written Enquiries on Customer Accounts

Within 3 working days after receipt

Achieved

Site Investigation for Electricity Consumption Enquiries

Within 3 working days

Achieved

Emergency Services

Average Waiting Time for Telephone Calls to Customer Emergency Services Centre

Less than 9 seconds

3.43 seconds

Average Arrival Time at Scene in Urban Areas in Response to Emergency Calls

Less than 28 minutes

19 minutes

Customer Satisfaction

Average Customer Satisfaction Index (5-point scale)

Score 4

Score 4.63