18 November 2019
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  • Quality of Service 

    The quality of service in the natural gas sector involves both technical and commercial aspects.
    The quality of service code (RQS) for the electricity and natural gas sectors sets out the provisions on technical quality of supply and commercial quality of service.

    Technical Quality of Service

    The technical component related to natural gas sector covers the following areas: continuity of supply and characteristics of natural gas supply (i.e. natural gas characteristics and supply pressure). The scope of application of the RQS covers customers, suppliers and operators of the sector's infrastructures (i.e. transmission network operator, distribution network operators, underground storage operator and LNG reception, storage and regasification terminal operator).

    In order to characterize and assess the performance of the operators, ERSE publishes a Technical Quality of Service Report (Portuguese version) on a yearly basis.

    Commercial Quality of Service

    Commercial quality of service is related to interactions between clients and companies, either network operators or suppliers. It covers a series of subjects such as timeliness of customer services, response to requests and claims, reading of meters or the evaluation of customer satisfaction.

    Quality of Service Code

    The quality of service in the natural gas sector in Portugal is regulated by the Quality of Service Code (Portuguese version). ERSE is the entity responsible for its approval and publication.

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