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 2021 with the results below:
Customer Service Standards | Standards in 2022 | Actual Results in 2021 |
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Electricity Supply | | |
Reliability Rating of Electricity Supply | Better than 99.999% | Better than 99.9999% |
Average Notification Period before Planned Suspension of Electricity | 7 days in advance | 21.28 days in advance |
Average Time for Supply Restoration after Interruption of Supply | Within 2 hours | 56 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 | 2.14 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 | 2.79 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) | Better than score 4 | Score 4.69 |