Description
This part of SZNS 026 outlines various activities and minimum standards for measuring the quality of service provided to customers by Electricity utilities. It also introduces various quality- of service activities that the utilities would report to the relevant Authority.
TABLE OF CONTENTS
Contents | Page |
1 Scope | 1 |
2 Normative references | 1 |
3 Terms, definitions and abbreviations | 1 |
3.1 Terms and definitions | 1 |
3.2 Abbreviations | 3 |
4 Requirements | 3 |
4.1 General | 3 |
4.2 Processing of requests for supply | 4 |
4.3 Credit metering | 6 |
4.4 Prepayment metering | 9 |
4.5 Planned and unplanned network interruptions | 11 |
4.6 Customer complaints, enquiries and requests | 13 |
4.7 Telephone services | 14 |
4.8 Service activities related to individual customer quality-of-supply levels | 16 |
4.9 Customer education and customer forums | 18 |
4.10 Special services (optional) | 19 |
4.11 Management of disconnections | 20 |
Annex A | 22 |
Annex B | 23 |
Bibliography | 25 |