04/12/2002
NIE tops UK customer service charts
NIE has topped the charts of the UK’s electricity companies for its Customer Service Standards report 2001-2002.
Published by electricity regulator Ofreg, the report shows that NIE’s performance in providing service to its customers for the period 1 April 2001 to 31 March 2002 was “better than the aggregated performance of electricity companies in Great Britain when compared against each of the eleven Guaranteed standards.”
The report also indicated that during 2002/2002 Ofreg received a total of 25 complaints against NIE, a decrease of 58% compared to the previous year.
The performance of the NIE network also continued to improve, as measured by both the number of faults and their impact on customers.
NIE currently has a Customer Minutes Lost due to faults figure of approximately 100. This figure, used to measure the average loss of supply per customer due to faults, has been reduced from approximately 180 minutes in 1993/94, and very similar to comparable GB rural regions. The Republic of Ireland currently has a fault CML figure in excess of 400 minutes.
The total number of faults has fallen by around 10% during the last five years to 2700 per annum.
However NIE has warned of an alarming increase in the number of faults attributed to Third Party damage, such as contractors hitting underground cables. These faults increased last year by approximately 60% to approximately 1500 per annum. Based on performance in the first nine months of this year, this pattern is likely to be sustained in the current year.
(MB)
Published by electricity regulator Ofreg, the report shows that NIE’s performance in providing service to its customers for the period 1 April 2001 to 31 March 2002 was “better than the aggregated performance of electricity companies in Great Britain when compared against each of the eleven Guaranteed standards.”
The report also indicated that during 2002/2002 Ofreg received a total of 25 complaints against NIE, a decrease of 58% compared to the previous year.
The performance of the NIE network also continued to improve, as measured by both the number of faults and their impact on customers.
NIE currently has a Customer Minutes Lost due to faults figure of approximately 100. This figure, used to measure the average loss of supply per customer due to faults, has been reduced from approximately 180 minutes in 1993/94, and very similar to comparable GB rural regions. The Republic of Ireland currently has a fault CML figure in excess of 400 minutes.
The total number of faults has fallen by around 10% during the last five years to 2700 per annum.
However NIE has warned of an alarming increase in the number of faults attributed to Third Party damage, such as contractors hitting underground cables. These faults increased last year by approximately 60% to approximately 1500 per annum. Based on performance in the first nine months of this year, this pattern is likely to be sustained in the current year.
(MB)
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