Review of Electricity Guaranteed Standards of Service and Overall Standards of Performance

We have launched a consultation on the Electricity Guaranteed Standards of Service (GSS) and Overall Standards of Performance (OSP).

The electricity Guaranteed Standards of Service set out prescribed service levels which individual consumers can expect from electricity companies, including compensatory payment requirements when the company has failed to adhere to the standards (subject to certain exemptions). Overall Standards of Performance set out general required performance targets that apply to the overall customer base and do not carry a compensatory payment if breached.

The existing electricity GSS/OSP regime currently applies only to the electricity distribution company in Northern Ireland (Northern Ireland Electricity). This consultation seeks to apply these consumer service standards to electricity supply companies and also to update the existing GSS/OSP for the distribution company. The introduction of this reviewed regime, for both electricity distribution and supply, will enhance the levels of consumer protection offered to electricity consumers in Northern Ireland.

We invite comment on any or all of the proposals set out in the paper. Responses, preferably in electronic format, should be forwarded by Thursday 2 November 2023 at 16:00.

Responses to this consultation can also be made via Citizen Space.

• Copies of all documents will be made available in large print, Braille, audio cassette and a variety of relevant minority languages if required.
   
• Your response may be made public by the Utility Regulator. If you do not want all or part of your response or name made public, please state this clearly in the response by marking your response as ‘CONFIDENTIAL’.
   
• If you want other information that you provide to be treated as confidential, please be aware that, under the Freedom of Information Act 2000, there is a statutory Code of Practice with which public authorities must comply and which deals, amongst other things, with obligations of confidence. In view of this, it would be helpful if you could explain to us why you regard the information you have provided as confidential.
   
• Information provided in response to this consultation, including personal information, may be subject to publication or disclosure in accordance with the access to information regimes (these are primarily the Freedom of Information Act 2000 and the Data Protection Act 2018.
   
• As stated in the GDPR Privacy Statement for consumers and stakeholders, any personal data contained within your response will be deleted once the matter being consulted on has been concluded though the substance of the response may be retained.