Distribution businesses performance against customer service indicators

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1 Independent Pricing and Regulatory Tribunal Distribution businesses performance against customer service indicators For the period 1 July 2006 to 30 June 2011 Electricity Information Paper March 2012

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3 Distribution businesses performance against customer service indicators For the period 1 July 2006 to 30 June 2011 Electricity Information Paper March 2012

4 Independent Pricing and Regulatory Tribunal of New South Wales 2012 This work is copyright. The Copyright Act 1968 permits fair dealing for study, research, news reporting, criticism and review. Selected passages, tables or diagrams may be reproduced for such purposes provided acknowledgement of the source is included. ISBN The Tribunal members for this review are: Mr James Cox PSM, Chief Executive Officer and Full Time Member Inquiries regarding this document should be directed to a staff member: Yan Cheung (02) Independent Pricing and Regulatory Tribunal of New South Wales PO Box Q290, QVB Post Office NSW 1230 Level 8, 1 Market Street, Sydney NSW 2000 T (02) F (02) ii IPART Distribution businesses performance against customer service indicators

5 Contents 1 Executive summary Overview of IPART s findings and assessment for 2010/ Changes in the electricity market since our last performance report Context for our analysis of distribution customer service standards What does the rest of this paper cover? 4 2 Timely provision of connection services 4 3 Timely notice of planned interruption to supply 6 4 Repair of faulty streetlights 9 5 Call centre responsiveness 12 6 Customer complaints 14 Appendices 17 A Electricity distributor customer service performance data, 2006/07 to 2010/11 19 B Notes and definitions 23 Distribution businesses performance against customer service indicators IPART iii

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7 1 Executive summary Each year, the Independent Pricing and Regulatory Tribunal of NSW (IPART) publishes information papers related to the performance of the energy distribution and retail businesses that serve small retail customers in this state. Our aim is to ensure that all stakeholders, including customers, have ready access to this information. This paper focuses on electricity distributors customer service performance over the past reporting year, 2010/11. Under the current regulatory regime, electricity distribution companies are required to meet guaranteed customer service standards (GCSS) and report annually on their performance against a series of customer service indicators. The GCSS establish the minimum standard of customer service that electricity distribution companies must provide in a variety of service areas including: timely provision of connection services timely notice of planned interruptions to supply repair of faulty streetlights call centre responsiveness customer complaints to the distributor. We also monitor complaints reported to the Energy and Water Ombudsman NSW (EWON). We monitor and assess the electricity distributors performance against these indicators and compare this with their performance in previous years. Our analysis of these operating statistics indicates how well the business is performing in a range of areas related to customer service, including the extent to which it is meeting the GCSS. 1.1 Overview of IPART s findings and assessment for 2010/11 Our analysis of the electricity distributors performance against the customer service indicators suggest that the 3 electricity distributors in NSW continued to provide a good standard of customer service that meets the GCSS in 2010/11. In this information paper we analyse the quality of customer service provided by NSW electricity distribution companies, namely Ausgrid, Endeavour Energy and Essential Energy. Our key findings for 2010/11 are as follows: NSW electricity distributors performance in providing on-time connection services remained consistently high. Over 99% of connections were completed by the agreed date consistent with the 2009/10 performance. Distribution businesses performance against customer service indicators IPART 1

8 There were 27,444 planned interruptions to electricity supply in 2010/11, compared with 23,641 in 2009/10. The majority of these planned interruptions were a result of distributors undertaking capital works to maintain network safety and security, particularly within Essential Energy s network area. In the majority of these cases, customers were given adequate notice in advance and less than 2% of these interruptions lasted longer than advised. The number of faulty streetlights reported in 2010/11 increased to 56,958 compared to 44,714 reported in 2009/10. The rise in faulty streetlights may be due to previous under-reporting by Essential Energy. Essential Energy implemented improved data capture and reporting process on streetlight maintenance in 2010/11. The number of delayed repairs to faulty streetlights dropped to 1,807, compared with 3,978 in 2009/10. NSW distributors took on average less than 4.5 working days to repair reported streetlight faults. Ausgrid and Endeavour Energy repaired faulty streetlights in their network areas by the agreed date more than 99.3% of the time. Essential Energy upgraded its street lighting maintenance program, which improved its performance in this area to 93.8%. NSW distributors call centre performance fell slightly compared with last year. This may be partly attributed to increased numbers of calls 1,028,631 in 2010/11 compared with 910,131 in 2009/10. There were also several extreme weather events in NSW causing sudden spike in service calls. Overall, 19.3% of calls to distributors were abandoned or dropped out, compared with 17.6% in 2009/10 and 22.4% in 2008/09. While the abandonment rate of 19.3% is similar to the 5-year industry average of 19.5%, we encourage distributors to review their systems to reduce the number of abandoned calls. Call centre response rates (as measured by the percentage of calls answered by a human operator within 30 seconds) were 81.8% and 87.0% for Ausgrid and Endeavour Energy respectively. Essential Energy reported a call centre responsive rate of 57.5%. 1 Overall 730,360 (71.0%) calls to distributors call centres were answered by a human operator within 30 seconds, compared with 672,333 (73.9%) in 2009/10 and 727,489 (66.8%) in 2008/09. We encourage distributors to review their systems to ensure customers receive timely information and assistance. 1 Essential Energy advised there were reporting limitations within its automated telephone system to record this statistic accurately; hence the higher than average call abandonment rate which also lowered the response rate within 30 seconds. This has been an on-going issue for a number of years and we would encourage Essential Energy to review its IVR system to remedy this issue. 2 IPART Distribution businesses performance against customer service indicators

9 The numbers of complaints by small retailer customers about network matters increased to 8,721 in 2010/11 compared with 6,351 in 2009/10. As a percentage of NSW small retail customer base, the per customer rate of complaints was 0.27%, an increase from 0.20% in 2009/10 and 0.21% in 2008/09. A large proportion of these complaints were related to planned supply interruptions caused by network upgrades. In addition, issues related to embedded generation under the Solar Bonus Scheme also contributed to the rise in complaints. 1.2 Changes in the electricity market since our last performance report During 2010/11, the NSW Government made reforms in the state s energy sector, including selling the 3 standard electricity retailers (EnergyAustralia, Country Energy and Integral Energy) to 2 other retailers operating in NSW (TRUenergy and Origin Energy). The network operation of EnergyAustralia, Country Energy and Integral Energy continue to operate under their new company names - Ausgrid, Essential Energy and Endeavour Energy respectively. Their company status as NSW Government-owned corporations remains unchanged. Also during 2010/11, the Australian Government via the Ministerial Council on Energy developed a new National Energy Retail Law and National Energy Retail Rules. The Retail Law was passed in the South Australian Parliament, and received Royal Assent on 17 March The Ministerial Council on Energy agreed in December 2010 that jurisdictions would aim to commence the new law, rules and regulations on 1 July Once the Retail Law and Rules are adopted by the NSW Government, the Australian Energy Regulator (AER) will be responsible for the compliance and enforcement activities that IPART currently undertakes for energy retail suppliers in NSW. However, IPART will retain compliance functions related to electricity distributors. 1.3 Context for our analysis of distribution customer service standards This information paper does not include electricity distribution businesses performance against design, reliability and performance licence conditions. The businesses report against these conditions separately to NSW Trade and Investment, Regional Infrastructure and Services (NSW Trade & Investment). 2 Further details on each indicator are provided in the sections below, including comparative analysis of distributors performance over the 5-year period to 30 June Licence conditions relating to reliability performance were imposed on licences held by electricity distribution network service providers in August 2005 and further revised in December Electricity distribution companies are required to report on the reliability licence conditions directly to the Minister/ NSW Trade & Investment as the technical regulator. Distribution businesses performance against customer service indicators IPART 3

10 1.4 What does the rest of this paper cover? The rest of this paper discusses our findings and analysis of the quality of customer service provided by the 3 NSW electricity distribution companies in more detail: Section 2 discusses our findings on timely provision of connection services Section 3 focuses on distributors management of planned interruptions to supply Section 4 reports on the number of faulty streetlights and the timeliness of repairs Section 5 discusses performance of distributors call center responsiveness Sections 6 reports on customer complaints on network related issues. 2 Timely provision of connection services NSW electricity distributors are required to connect customers to the network within the timeframe as agreed with the customer. If distributors do not meet this GCSS, they are required to pay the customer concerned, by way of compensation for the delay, not less than $60 for each day the connection was delayed (with a maximum payment of $300 in relation to any one service). 3 Figure 2.1 Number of supply connections provided after the agreed date / / / / / Ausgrid Endeavour Energy Essential Energy Figure 2.1 shows the number of supply connections that were not completed by the agreed date over the period 2006/07 to 2010/11. 3 Electricity Supply (General) Regulation 2001, Guaranteed customer service standard pursuant to clause 40 and Schedule 3, Part 2, clause 9. 4 IPART Distribution businesses performance against customer service indicators

11 In 2010/11, NSW distributors reported that 19 out of a total of 257,895 connections effected by NSW distributors were not completed by the agreed date. This represents less than 1% of the total supply connections provided during the year. An audit of electricity distributors operating statistics conducted in 2008/09 4 found that NSW distributors re-negotiated supply connection dates with customers for practical reasons such as site considerations and construction issues. NSW distributors generally report this statistic based on the most recent negotiated date. As there are currently no specific target timeframes within which distributors must provide supply connections to their customers this statistic has limited value as a performance indicator. 5 Figure 2.2 below compares the value of compensation distributors have paid to affected customers for not being connected to a network by the agreed date. Figure 2.2 Value of compensation paid for not providing connections by the agreed date $6, / / / / /2011 $5,000 $4,000 $3,000 $2,000 $1,000 $- Ausgrid Endeavour Energy Essential Energy /09 Audit of Design, Reliability and Performance Licence Conditions for Ausgrid, Essential Energy and Endeavour Energy. 5 The Minister for Energy and Resources sets the indicators to be reported by NSW distributors in their annual operating statistics reporting. Distribution businesses performance against customer service indicators IPART 5

12 3 Timely notice of planned interruption to supply NSW electricity distributors are required to give customers at least 2 business days notice of any planned interruptions to supply and must specify how long the interruption will last. If they fail to give the required notice or the interruption lasted longer than indicated, they must pay the affected customers, by way of compensation for the interruption to supply, not less than $20 per event. 6 Figure 3.1 Number of planned interruptions to supply 25, / / / / / ,000 15,000 10,000 5,000 - Ausgrid Endeavour Energy Essential Energy Figure 3.1 shows that the number of planned interruptions to electricity supply in 2010/11 was about 16% higher than 2009/10. Essential Energy was responsible for the majority of the increase in planned interruptions to supply. Essential Energy stated that the higher number of planned interruptions was a result of the extensive capital infrastructure upgrades being undertaken within its network to improve reliability of supply. Essential Energy s network is largely overhead and radial, while Ausgrid and Endeavour Energy s networks are a mix of overhead and underground meshed network in mostly metropolitan areas. Due to these differences in geography and network designs, Essential Energy stated it has less flexibility relative to other network operators to reroute supply and avoid planned interruption to supply when conducting network upgrades. Essential Energy advised that it will be implementing further network upgrades and infrastructure construction, therefore a higher level of planned interruptions is expected in the future. 6 Electricity Supply (General) Regulation 2001, Guaranteed customer service standard pursuant to clause 40 and Schedule 3, Part 2, clause IPART Distribution businesses performance against customer service indicators

13 Figure 3.2 Percentage of planned interruptions to supply where insufficient notice was given 8% 2006/ / / / /2011 7% 6% 5% 4% 3% 2% 1% 0% Ausgrid Endeavour Energy Essential Energy Figure 3.2 charts the percentage of planned interruption to supply where insufficient notice was provided. Overall the majority of customers (97.6%) received sufficient notice about planned interruptions in 2010/11, which is consistent with previous years (97.5%) in 2009/10 and (96.8%) in 2008/09. Notwithstanding the higher number of planned interruptions in recent years, this indicator shows affected customers were provided with adequate notice for the majority of planned interruptions. Figure 3.3 Percentage of planned interruptions to supply that lasted longer than advised 3.5% 2006/ / / / / % 2.5% 2.0% 1.5% 1.0% 0.5% 0.0% Ausgrid Endeavour Energy Essential Energy Distribution businesses performance against customer service indicators IPART 7

14 Figure 3.3 shows the percentage of planned interruptions to supply that lasted longer than advised. In 2010/11, the percentage of planned interruptions to supply that lasted longer than advised has fallen to 1.4%, compared with 1.8% in 2009/10 and 1.5% in 2008/09. Essential Energy reported 1.7% of planned interruptions lasted longer than expected; Endeavour Energy 0.6% and Ausgrid 0.4%. Essential Energy advised its network generally experienced a higher incidence of over-runs than other network distributors. Several factors gave rise to this trend: first, its distribution areas cover 95% of NSW; second, its network comprises 200,000 kilometres of lines and 1.4 million power poles across urban, mountainous, coastal tableland and outback environments. Essential Energy stated that over-runs are inevitable under these conditions; however it will continue to review and improve its performance in this area. Figure 3.4 Value of compensation paid for planned interruptions where insufficient notice was given or the interruption lasted longer than specified $60, / / / / /2011 $50,000 $40,000 $30,000 $20,000 $10,000 $- Ausgrid Endeavour Energy Essential Energy Note: Some distributors have adopted the policy to only make payments on customer application; therefore the value of compensation remains low for some distributors. Figure 3.4 compares the value of payments made to customers as compensation for insufficient notice or interrupted supply lasting longer than advised. Small amounts of compensation were paid in 2010/11 and in the previous 4 years. 8 IPART Distribution businesses performance against customer service indicators

15 4 Repair of faulty streetlights NSW electricity distributors are required to repair faulty streetlights by the date agreed with the customer who reported the fault. 7 Where the repairs were not completed by the agreed date, the distributor must pay to the customer, by way of compensation for the loss of illumination, not less than $15 per light. 8 Figure 4.1 Number of streetlight faults reported by each distributor / / / / / Ausgrid Endeavour Energy Essential Energy The number of reported streetlights faults, increased to 56,958 in 2010/11 (27%) from 44,714 in 2009/10 (See Figure 4.1). The majority of the increased streetlight faults occurred within the Essential Energy s network area. Essential Energy indicated that the apparent rise in faults may be a result of previous under-reporting. Essential Energy reported that improved notification and reporting process on streetlight maintenance has been the main reason for the increase. Ausgrid and Endeavour Energy replaced the older generation of streetlights in their network areas with new technology which has realised decreased incidence of streetlight faults. 7 This GCSS applies to street lighting that is owned by the DNSP or that the DNSP is under a legally enforceable obligation to maintain, but does not apply to street lighting to which the DNSP merely supplies electricity or connection services. 8 Electricity Supply (General) Regulation 2001, Guaranteed customer service standard pursuant to clause 40 and Schedule 3, Part 2, clause 12. Distribution businesses performance against customer service indicators IPART 9

16 Figure 4.2 Average number of working days taken to repair streetlight faults reported by each distributor / / / / /2011 Ausgrid Endeavour Energy Essential Energy Figure 4.2 compares the average number of working days NSW distributors took to repair reported faulty streetlights. In 2010/11 NSW distributors took less than 4.5 working days to repair reported streetlight faults. The NSW Public Lighting Code (the Code) provides that, as a minimum standard of service, distributors should repair streetlight faults within an average of 8 working days of it being reported. In 2010/11, all 3 NSW distributors met the minimum standard for repairing faulty streetlights as required under the Code. In particular, Essential Energy reported significant improvement in its repair service standard. It reduced its streetlights repair service timeframe from an average of 10 working days down to 4 working days. As stated above, Essential Energy upgraded its street lighting maintenance program, which improved its performance in this area. Figure 4.3 Percentage of streetlight faults repair not completed by the agreed date 40% 2006/ / / / / % 30% 25% 20% 15% 10% 5% 0% Ausgrid Endeavour Energy Essential Energy 10 IPART Distribution businesses performance against customer service indicators

17 Figure 4.3 shows the percentage of reported streetlight faults that were not repaired by the agreed date. Ausgrid and Endeavour Energy repaired faulty streetlights in their network areas by the agreed date more than 99.3% of the time. Around 93.8% of faulty streetlights in Essential Energy s network area were repaired on time; this represented a substantial improvement compared with 2009/10. Essential Energy implemented new reporting guidelines that prioritise faulty streetlights that were approaching their deadline for repairs to enable maintenance workers to better manage the process. Prior to 2009/10, Essential Energy had under-reported the number of times it failed to repair the streetlight by the required time; this reporting error was identified in an audit of its operating statistics. 9 Essential Energy correctly reported this indicator for the first time in 2009/10, which gave rise to a spike in this indicator for that year. Figure 4.4 Value of compensation paid for failing to complete street light fault repairs by the agreed date $7, / / / / /2011 $6,000 $5,000 $4,000 $3,000 $2,000 $1,000 $- Ausgrid Endeavour Energy Essential Energy Figure 4.4 shows the value of compensation paid by NSW distributors to customers for delays in faulty streetlight repairs. 10 The value of compensation paid for breaching this GCSS remained small at $2,865 in 2010/11 (compared with $2,895 in 2009/10) /09 Audit of Design, Reliability and Performance License Conditions for EnergyAustralia, Country Energy and Endeavour Energy. 10 Schedule 3, Part 2, clause 12(3) of the Electricity Supply (General) Regulation 2001 provides that to qualify to receive compensation under this GCS, it must be shown that the customer s premises abut the part of the street that (but for the fault) would ordinarily be illuminated by the street lighting. Distribution businesses performance against customer service indicators IPART 11

18 5 Call centre responsiveness Electricity distributors are required, as a guaranteed customer service standard, to operate a telephone service that operates on a number to which a person can be connected for not more than the price of a local telephone call. 11 The telephone service must be capable of receiving notice of, and giving information concerning, faults and difficulties in the distributor s network. An automated answering service satisfies this requirement only if it makes provision for the transfer of calls to a human operator. Figure 5.1 Percentage of calls that were abandoned or dropped out before being answered by a human operator 40% 2006/ / / / / % 30% 25% 20% 15% 10% 5% 0% Ausgrid Endeavour Energy Essential Energy Figure 5.1 compares the percentage of calls to distributors telephone services that were abandoned or dropped out before being answered by a human operator. In 2010/11, around 19.3% of calls to distributors call centres were abandoned or dropped out before being answered by a human operator, compared with 17.6% in 2009/10 and 22.4% in 2008/09. All 3 distributors in NSW reported higher levels of call abandonment rates compared with last year s call centre performance. While the abandonment rate of 19.3% is similar to the 5-year industry average of 19.5%, we encourage distributors to review their systems to reduce the abandonment rate. Overall, there has been a 13% rise in call volume to NSW distributors in 2010/11. In particular, Endeavour Energy received 27% more service calls. A severe weather event that occurred in September 2010 resulted in 3,500 abandoned calls, which accounted for around 41% of all abandoned calls in 2010/11. But for this isolated event, Endeavour Energy s abandonment rate would have been 3.5% in 2010/11, comparable to 3.4% reported in 2009/ Electricity Supply (General) Regulation 2001, Guaranteed customer service standard pursuant to clause 40 and Schedule 3, Part 2, clause IPART Distribution businesses performance against customer service indicators

19 Around 30% of all service calls to Essential Energy s call centre were abandoned or dropped out in 2010/11. Essential Energy advised that this high abandonment rate was primarily due to a reporting limitation within its Interactive Voice Recognition (IVR) system; therefore, Essential Energy s higher call abandonment rate may not accurately reflect its performance. Essential Energy s IVR system plays recorded messages to advise customers of network interruptions and the areas affected when it becomes aware of any outages or supply interruptions. However, its IVR system is unable to distinguish between customers who have their inquiries answered by the recorded information and customers whose inquiries were not addressed and subsequently abandon the call due to lengthy waiting periods. This has been an on-going issue for a number of years and we would encourage Essential Energy to review its IVR system to remedy this issue. Figure 5.2 Percentage of calls answered by a human operator within 30 seconds 120% 2006/ / / / / % 80% 60% 40% 20% 0% Ausgrid Endeavour Energy Essential Energy Figure 5.2 shows the percentage of calls that were answered by a human operator within 30 seconds in NSW electricity distributors call centres. Where an automated answering system is used, data is collected on the number of calls answered within 30 seconds of the system directing a caller to an operator or where a caller indicates a preference to be connected to an operator. In 2010/11, 71.0% of calls to distributors call centres were answered by a human operator within 30 seconds, compared with 73.9% in 2009/10 and 66.8% in 2008/09. All 3 NSW distributors reported slightly lower rates of call centre responsiveness, this may be partly attributed to 13% overall increase in call volume. Essential Energy s call centre was inundated with service calls on several occasions in 2010/11 due to unexpected outages and weather events that affected customers within its network area. We encourage distributors to review their systems to ensure customers receive timely information and assistance. Distribution businesses performance against customer service indicators IPART 13

20 6 Customer complaints Figure 6.1 shows the total number of customer complaints lodged in relation to electricity network service matters in NSW. This performance measure is defined as the number of small retail customers who have contacted their distributor to express dissatisfaction with some aspect of the service and seek a resolution. The indicator includes customer complaints to the distributor about network service matters and its failure to observe its procedures. Figure 6.1 Customer complaints as a percentage of distributors total small retail residential customers 0.7% 2006/ / / / / % 0.5% 0.4% 0.3% 0.2% 0.1% 0.0% Ausgrid Endeavour Energy Essential Energy As a percentage of NSW small retail customer base, the number of complaints per customer was 0.27%, an increase from 0.20% in 2009/10 and 0.21% in 2008/09. Residential small retail customers accounted for around 90% of these complaints. Ausgrid and Essential Energy contributed to a large proportion of the increased complaints in 2010/11. On a per customer base, Ausgrid reported a complaint rate of 0.10% in 2010/11 (0.06% in 2009/10), and Essential Energy reported a complaint rate of 0.66% in 2010/11 (0.45% in 2009/10). Endeavour Energy s complaint rate remained largely stable at 0.22% (0.21% in 2009/10). Essential Energy stated that it received a higher number of complaints due to the increase in the number of planned supply interruptions. Essential Energy reported the planned supply interruptions are a necessary part of Essential Energy s major capital investment plan to upgrade its network and to augment security of supply. In addition, issues related to embedded generation under the Solar Bonus Scheme also contributed to the rise in complaints. 14 IPART Distribution businesses performance against customer service indicators

21 Ausgrid identified several factors that may have contributed to the increased customer complaints in 2010/11. First, Ausgrid commenced a community safety campaign against graffiti and other acts of vandalism on its network assets. As a result of increased community awareness, Ausgrid received more complaints related to vandalism and requests to remove offensive graffiti on Ausgrid s assets. Second, Ausgrid experienced delays from telecommunication companies where a request was placed to remove infrastructures on Ausgrid s electricity poles, which in turn held up the upgrade process and resulted in complaints. Lastly, under network safety guidelines Ausgrid is required to periodically trim vegetation surrounding its assets that may create electrical hazards. Some communities have disputed Ausgrid s guidelines on the safe maintenance of its electricity network on environmental grounds. Ausgrid stated that it will continue to work with all stakeholders to improve its performance in these areas. Figure 6.2 Types of electricity complaints reported to EWON 2010/11 a Land 1% Provision 2% Marketing 6% General 2% Customer service 15% Supply 2% Transfer 11% Billing 39% Credit 22% a Energy & Water Ombudsman NSW. In Figure 6.2 above we compared the complaints data published in the Energy & Water Ombudsman NSW (EWON) Annual Report 2010/11 with those reported by NSW distributors for the same period. We note that the complaints made to EWON generally represent only a small subset of the complaints made directly to the distributors themselves. Nevertheless, EWON statistics and those reported by the distributors are consistent in showing that complaints related to network service are low compared with retail complaints. Distribution businesses performance against customer service indicators IPART 15

22 16 IPART Distribution businesses performance against customer service indicators

23 Appendices Distribution businesses performance against customer service indicators IPART 17

24 18 IPART Distribution businesses performance against customer service indicators

25 A Electricity distributor customer service performance data, 2006/07 to 2010/11 Table A.1 Number of connections provided after the agreed date 2006/ / / / /10 Ausgrid Endeavour Energy Essential Energy Grand Total Table A.2 Value of compensation paid for late connections 2006/ / / / /10 Ausgrid $ $360 $1,260 Endeavour Energy $120 $120 $240 - $60 Essential Energy $4,980 $3,720 $2,880 $2,400 $1,560 Grand Total $5,400 $3,840 $3,120 $2,760 $2,880 Table A.3 Number of planned interruptions to supply 2006/ / / / /11 Ausgrid 1,335 2,464 3,443 3,133 3,226 Endeavour Energy 3,062 3,113 4,082 4,187 4,526 Essential Energy 5,375 7,117 12,030 16,321 19,692 Grand Total 9,772 12,694 19,555 23,641 27,444 Table A.4 Percentage of planned interruptions to supply where insufficient notice was given 2006/ / / / /11 Ausgrid 5.8% 1.0% 1.7% 2.7% 3.3% Endeavour Energy 1.5% 1.2% 1.0% 1.0% 1.2% Essential Energy 7.6% 6.9% 4.4% 2.9% 2.6% Grand Total 5.4% 4.3% 3.2% 2.5% 2.4% Table A.5 Percentage of planned interruptions to supply that lasted longer than advised 2006/ / / / /11 Ausgrid 0.1% 0.2% 0.1% 0.3% 0.5% Endeavour Energy 0.5% 0.4% 0.3% 0.5% 0.6% Essential Energy 2.5% 2.9% 2.3% 2.4% 1.7% Grand Total 1.6% 1.8% 1.5% 1.8% 1.4% Distribution businesses performance against customer service indicators IPART 19

26 Table A.6 Value of compensation paid where insufficient notice was given or planned interruptions to supply lasted longer than advised 2006/ / / / /11 Ausgrid $1,640 $580 $1,270 $1,880 $2,500 Endeavour Energy $1,420 $1,320 $1,100 $1,280 $2,000 Essential Energy $34,040 $40,460 $57,020 $31,180 $47,960 Grand Total $37,100 $42,360 $59,390 $34,340 $52,460 Table A.7 Number of reported streetlight faults 2006/ / / / /11 Ausgrid 19,049 19,440 17,129 17,609 15,251 Endeavour Energy 10,872 18,592 15,901 15,604 14,497 Essential Energy 12,748 12,516 11,789 11,501 27,210 Grand Total 42,669 50,548 44,819 44,714 56,958 Table A.8 Average number of working days to repair streetlight faults 2006/ / / / /11 Ausgrid Endeavour Energy Essential Energy Grand Total Table A.9 Value of compensation paid for not completing streetlight faults by agreed date 2006/ / / / /11 Ausgrid $2,865 $5,045 $495 $105 $165 Endeavour Energy $825 $5,925 $1,590 $1,275 $1,515 Essential Energy $1,050 $1,305 $2,025 $1,515 $1,185 Grand Total $4,740 $12,275 $4,110 $2,895 $2865 Table A.10 Percentage of calls abandoned or dropped out 2006/ / / / /11 Ausgrid 15.7% 10.8% 11.1% 10.9% 11.3% Endeavour Energy 8.7% 3.8% 6.0% 3.4% 5.9% Essential Energy 31.1% 27.4% 34.4% 26.8% 29.8% Grand Total 20.3% 17.4% 22.4% 17.6% 19.3% 20 IPART Distribution businesses performance against customer service indicators

27 Table A.11 Percentage of calls answered by a human operator within 30 seconds 2006/ / / / /11 Ausgrid 74.3% 81.1% 79.7% 82.6% 81.8% Endeavour Energy 70.9% 96.2% 92.0% 90.2% 87.0% Essential Energy NA 61.4% 51.4% 62.5% 57.5% Grand Total 46.2% 74.4% 66.8% 73.9% 71.0% Table A.12 Percentage of complaints by small retail customers about network matters 2006/ / / / /11 Ausgrid 0.09% 0.10% 0.08% 0.06% 0.10% Endeavour Energy 0.39% 0.30% 0.27% 0.21% 0.22% Essential Energy 0.27% 0.30% 0.42% 0.45% 0.66% Grand Total 0.21% 0.20% 0.21% 0.20% 0.27% Distribution businesses performance against customer service indicators IPART 21

28 Table A.13 Total numbers for all performance indicators Performance indicators 2006/ / / / /11 Number of customers as at 30 June 3,181,358 3,214,477 3,237,132 3,274,315 3,301,220 Number of residential small retail 2,806,201 2,834,295 2,857,092 2,829,152 2,931,392 customers Number of non residential small retail 355, , , , ,778 customers Total small retail customers 3,161,792 3,193,444 3,215,305 3,251,903 3,280,170 Number of calls made to this service 1,302,271 1,129,277 1,088, ,131 1,028,631 Number of calls abandoned or 264, , , , ,675 dropped out Number of calls answered within , , , , ,360 seconds Number of connections provided by 243, , , , ,895 the DNSP Number of connections provided after the agreed date Total value of compensation paid for $5,400 $3,840 $3,120 $2,760 $2,880 connections after agreed date ($) Number of planned interruptions to 9,772 12,694 19,555 23,641 27,444 supply Number of planned interruptions where insufficient notice was given Number of planned interruptions that lasted longer than advised Total value of compensation paid for insufficient notice or interruptions to supply lasting longer than advised ($) $37,100 $42,360 $59,390 $34,340 $52,460 Total number of reported street light faults Number of times where repairs were late Total value of compensation paid for repair of streetlights ($) Number of complaints by small retail customers about network matters Number of complaints from residential small retail customers Number of complaints from non residential small retail customers 42,669 50,548 44,819 44,714 56, , ,978 1,807 4,740 12,275 4,110 2,895 2,865 6,679 6,372 6,796 6,351 8,721 6,085 5,809 6,164 5,437 7, IPART Distribution businesses performance against customer service indicators

29 B Notes and definitions The following notes and definitions are provided to NSW electricity distributors for reporting of performance indicators. B.1 Customers Customer means the person in whose name an electricity account is held under one supply contract. Small retail customer means a customer whose electricity consumption in NSW is no more than 160 megawatt hours per annum. Residential small retail customer means a small retail customer who uses their premises primarily for residential purposes. Non-residential small retail customer means a small retail customer who uses their premises primarily for non-residential purposes. B.2 Telephone service for reporting network faults The resulting measures that may be used in IPART s compliance report are: Percentage of calls answered within 30 seconds. Percentage of calls that dropped out or were abandoned by the caller. These measures are based upon a guaranteed customer service standard established under clause 40 and Schedule 3, Part 2, clause 11of the Electricity Supply (General) Regulation A connection contract between a distributor and a small retail customer must require a distributor to provide a telephone service that operates on a number to which a person can be connected for not more than the price of a local telephone call and that can receive notice of, and give information concerning, faults and difficulties in the distributors electricity works. An automated answering service satisfies this requirement only if it makes provision for the transfer of calls to a human operator. B.3 Timely provision of services The resulting measures that may be used in IPART s compliance report are: Number of connections not undertaken by the agreed date. Value of compensation paid for not providing connection services by the agreed date. Distribution businesses performance against customer service indicators IPART 23

30 These measures are based upon a guaranteed customer service standard established under clause 40 and Schedule 3, Part 2, clause 9 of the Electricity Supply (General) Regulation A connection contract between a distributor and a small retail customer must provide that if the distributor fails to provide a connection service under the contract on or before the date agreed between the distributor and the customer (or the customer s representative) as the date by which the service is to be provided, the distributor is to pay to the customer, by way of compensation for the delay, not less than $60 for each day that elapses between the agreed date and the date by which the service is actually provided. The contract must provide that the maximum amount payable in relation to any one service is $300. B.4 Timely notice of planned interruptions to supply The resulting measures that may be used in IPART s compliance report are: Number of planned interruptions to supply. Number of planned interruptions to supply where the Licence Holder did not provide the required notice to affected customers. Number of planned interruptions to supply where a Licence Holder interrupted supply longer than indicated in the relevant customer notice. Value of compensation paid to customers for not providing the required notice or for interrupting supply for longer than indicated in the notice. These measures are based upon a guaranteed customer service standard established under clause 40 and Schedule 3, Part 2, clause 10 of the Electricity Supply (General) Regulation A connection contract between a distributor and a small retail customer must provide that, if the distributor fails to provide to the customer at least 2 business days notice of any interruption by the distributor to the customer s supply of electricity, or interrupts the customer s supply of electricity for longer than the time indicated in any such notice, the distributor must pay the customer, by way of compensation for the interruption to supply, not less than $20. B.5 Repair of faulty street lights Average number of days to repair faulty street lights = Total number of street light repair days/total number of reported street light faults The resulting measures that may be used in IPART s compliance report are: Number of reported street light faults. Number of street light repairs that were not completed by the date agreed with the person reporting the fault. Percentage of street light repairs that were not completed by the date agreed with the person reporting the fault. 24 IPART Distribution businesses performance against customer service indicators

31 Average number of days to repair faulty street lights. Value of compensation paid to eligible persons for not completing street light repairs by the agreed date. These measures are based upon a guaranteed customer service standard established under clause 40 and Schedule 3, Part 2, clause 12 of the Electricity Supply (General) Regulation A connection contract between a distributor and a small retail customer must provide that, if the distributor fails to repair faulty street lighting on or before the date agreed between the customer and the distributor as the date by which the repair is to be completed, the distributor must pay to the customer, by way of compensation for the loss of illumination, not less than $15. This standard applies to street lighting that is owned by the distributor or that the distributor is under a legally enforceable obligation to maintain, but does not apply to street lighting to which the distributor merely supplies electricity or connection services. It also only applies in respect of the customer if the customer s premises abut the part of the street that (but for the fault) would ordinarily be illuminated by the street lighting. B.6 Complaints Complaint means a written or verbal expression of dissatisfaction about an action, a proposed action, or a failure to act by a Licence Holder, its employees, agents or contractors. This includes failure by a Licence Holder to observe its published or agreed practices or procedures. It does not include a complaint made about the Licence Holder to any other body. The resulting measures that may be used in IPART s compliance report are: Proportion of residential small retail customers that complained about distribution network service matters. Proportion of non-residential small retail customers that complained about distribution network service matters. IPART will seek information from EWON on the number of small retail customers who took their complaint about a distributor s service to EWON. Distribution businesses performance against customer service indicators IPART 25

32

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