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 |