Load Management Service. Distributor to report any failure of its load signaling system where it is providing a Load Management Service i.e. controllable load or switching of registers. Distributor to report load control in excess of the service standard for the applicable price category/tariff option, e.g. for emergency purposes. Nil The Distributor to self- report to the Retailer via the channel used for unplanned service interruption information, providing sufficient information for the Retailer to respond meaningfully to Consumer calls and/or resulting service problems. Power quality, reliability, safety or Service Interruption investigations. The Distributor will, within 5 Working Days of receiving notification from the Retailer of a problem on the Network, investigate the complaint and respond to the Retailer detailing the nature of the problem. If the investigation cannot be completed within 5 Working Days, the Distributor will provide within 7 Working Power quality investigations include, but are not limited to momentary voltage fluctuations, flicker, harmonics, voltage imbalance and Days an estimate of the time it will take to complete in line with the standards set by the EGCC such an investigation and the reason for requiring extra time. However, in any event, the Distributor will complete its investigation and provide information to the Retailer so that the Retailer can offer a resolution to the Consumer within the timelines set out in the Dispute Resolution Scheme and avoid referral to the Office of the Electricity and Gas Complaints Commission. The Distributor will remedy any problems under its control in a timely manner, in accordance with Good Electricity Industry Practice. sags. COMMUNICATION Unplanned Service Interruption communication. As defined in schedule 5. For the purposes of this Service Standard an Unplanned Service Interruption applies to 20 Nil Nil or more Consumers. Notification of Planned Service Interruption. As defined in schedule 5. Nil Nil Pricing Information Distributor to provide sufficient Transparency information in its pricing of changes to schedule and or separate pricing to be pricing policy that enables the achieved prices to be implemented through without the need to seek marked-up additional information proposed/final changes, while notification of final prices to also include clean version of pricing. Prices to clearly define the service levels and eligibility criteria for all price categories and tariff options. Safety Events Affecting...
Load Management Service. The Distributor to operate and maintain its Load Management Service in accordance with schedule 8. Nil The Distributor to self-report any failures to provide Load Management Services and investigate any Consumer initiated request and report back to the Retailer. Within 7 Working Days of the breach or notification. SERVICE MEASURE SERVICE LEVEL POLICY INTENDED CONSUMER USAGE INVESTIGATIONS OF POWER QUALITY AND SERVICE INTERRUPTIONS Power quality, reliability, safety or Service Interruption investigations. If the Retailer receives a network related complaint (including in relation to Distribution Services) from a Consumer, it will refer the complaint to the Distributor in accordance with the Dispute Resolution Scheme, including providing details of the complaint to the Distributor, and giving written notice to the Consumer that the Distributor is managing the complaint. The Distributor shall acknowledge the referral to both the Retailer and the Consumer as soon as possible in accordance with the Dispute Resolution Scheme. Upon receipt of a complaint from a Consumer, or from the Retailer (including where the Retailer is managing a network related complaint for the Consumer), the Distributor will complete its investigation and provide information to the Consumer, or to the Retailer (where the Retailer is managing the complaint for the Consumer), to enable resolution of the Consumer’s complaint within the timelines set out in the Dispute Resolution Scheme and avoid referral to the Electricity and Gas Complaints Commission. Should the Consumer wish for the complaint to be managed by the Retailer, the Distributor and the Retailer will as soon as possible after the complaint is received discuss the complaint and the Distributor and the Retailer may agree for the Retailer to manage and resolve the complaint in accordance with the Dispute Resolution Scheme. If the Retailer assumes the management of the complaint, the Retailer shall make it clear to the relevant Consumer and the Dispute Resolution Scheme that the Retailer is managing the complaint. Where the Retailer is managing the complaint for the Consumer, the Distributor will within 5 Working Days of receipt of the complaint from the Retailer complete its investigation and provide information to the Retailer, or otherwise provide an acknowledgment that the Distributor is investigating the complaint, what specifically is being done, and the expected timeframe to complete the investigation and provide the required...
Load Management Service. The Distributor to operate and maintain its Load Management Service in accordance with schedule 7. Nil. Not applicable. Nil INVESTIGATIONS OF POWER QUALITY AND SERVICE INTERRUPTIONS Power quality, reliability, safety or Service Interruption investigations. The Distributor will, within 5 Working Days of receiving notification from the Retailer of a problem on the Network, investigate the complaint and respond to the Retailer detailing the nature of the problem. If the investigation cannot be completed within such Power quality investigations include, but are not limited to momentary voltage fluctuations, flicker, harmonics, voltage imbalance and sags. It is acknowledged that power quality solutions commonly Nil.
Load Management Service. The Distributor to operate and maintain its Load Management Service and signaling equipment in accordance with Schedule 8. The Distributor is not responsible for the operation & performance of signal receiving equipment installed at Consumers’ premises where this is not owned by the Distributor Measurement will be triggered by failure of the Distributors Load Management signaling equipment to operate effectively & in accordance with standards of the controlled tariff pricing options above and schedule 9 Nil The Distributor to self- report any failure or breach of Load Management Service Standards and investigate any Consumer initiated request and report back to the Trader. Distributor to report load control in excess of the service standard for the applicable price category/tariff option, e.g. for emergency purposes. Within 7 Working Days of the breach or notification. INVESTIGATIONS OF POWER QUALITY AND SERVICE INTERRUPTIONS
Load Management Service. The Distributor to operate and maintain its Load Management Service in accordance with schedule 8. Nil The Distributor to self-report any failures to provide Load Management Services and, if requested by the Retailer, investigate any Consumer initiated request and report back to the Retailer. Within 7 Working Days of the breach or notification. SERVICE MEASURE SERVICE LEVEL POLICY INTENDED CONSUMER USAGE SERVICE PERFORMANCE REPORTING MEASURE FREQUENCY OF REPORTING COMMUNICATION Unplanned Service Interruption communication. As defined in schedule 5. For the purposes of this Service Standard an Unplanned Service Interruption applies to 20 or more Consumers. Nil Nil Notification of Planned Service Interruption. As defined in schedule 5. Nil Nil RETAILER’S SERVICE STANDARDS SERVICE MEASURE SERVICE LEVEL POLICY SERVICE GUARANTEE SERVICE PERFORMANCE REPORTING MEASURE FREQUENCY OF REPORTING MUTUAL OBLIGATIONS Information Requests. Each party will consider all reasonable requests for information from the other party (if they are stated to be made under this schedule 1 of this agreement) and within 5 Working Days meet that request. If the request cannot be met within 5 Working Days, the party to whom the request is made will provide an explanation and/or a new timeframe. Nil Nil Nil Nil SCHEDULE 2 – ADDITIONAL SERVICES Schedule 2.1 - Rebates S2.1 For the purposes of this schedule:
Load Management Service. The Distributor to operate and maintain its Load Management Service in accordance with schedule 7. Nil. Not applicable. Nil. INVESTIGATIONS OF POWER QUALITY AND SERVICE INTERRUPTIONS Power quality, reliability, safety or Service Interruption investigations. Upon request received from the Consumer, or the Retailer (where the Retailer is managing a complaint for a Consumer), the Distributor will complete its investigation and provide information to the Consumer, or the Retailer (where the Retailer is managing the complaint for a Consumer), to enable a resolution to the Consumer’s complaint within the timelines set out in the Dispute Resolution Scheme and avoid referral to the Office of the Electricity and Gas Complaints Commission. Where applicable, performance will be measured in accordance with IEC 61000. Power quality investigations include, but are not limited to momentary voltage fluctuations, flicker, harmonics, voltage imbalance and sags. It is acknowledged that power quality solutions commonly rest with the Consumer (e.g. upgrading sensitive control equipment in the factory, etc) and the Consumer may choose not to invest in such solutions. The Distributor can make recommendations but cannot force the Consumer to act. Nil. Not applicable. Nil.
Load Management Service. The Distributor to operate and maintain its Load Management Service in accordance with schedule 8. Nil The Distributor to self- report any failures to provide Load Management Services and investigate any Consumer initiated request and report back to the Retailer. Within [7] Working Days of the breach or notification. INVESTIGATIONS OF POWER QUALITY AND SERVICE INTERRUPTIONS Power quality, reliability, safety or Service Interruption investigations. The Distributor will, within [5] Working Days of receiving notification from the Retailer of a problem on the Network, investigate the complaint and respond to the Retailer detailing the nature of the Power quality investigations include, but are not limited to momentary voltage fluctuations, flicker, harmonics, voltage imbalance and sags. $[50] for exceeding the timeframe.
