The Utility Regulator has published its decision paper on updates to the electricity guaranteed standards of service (GSS) and overall standards of performance (OSP).
The electricity GSS set out the prescribed service levels that domestic and non-domestic consumers can expect from their electricity distributor and supplier.
Where a company fails to meet a prescribed standard, consumers may be entitled to a payment, subject to certain exemptions.
The GSS are intended to acknowledge the inconvenience experienced by the consumer when a company’s service levels fall below the required standard.
The OSP set out general service targets that are not individual consumer specific. The OSP do not provide for a payment to consumers where a standard is breached.
The decisions follow our consultation on proposed updates to the electricity GSS and OSP across a range of standards, including consulting on the introduction of a standard for supply restoration during severe weather conditions.
The publication sets out our decisions on all areas consulted upon, with the exception of those that relate to metering activities, which will be covered in a separate paper.