ERSE released the report ‘Commercial Service Quality in the Electricity and Gas Sectors 2024 – Part II’
09/10/2025
ERSE – Energy Services Regulatory Authority – has released the report “Commercial Service Quality in the Electricity and Gas Sectors 2024 – Part II”, which analyses visits to customer premises and remote operations and complements the first part of the report, published in July, on customer service, requests for information and complaints.
With the aim of encouraging public awareness and active participation in the regulation of the energy sector, and broadening access to the information produced by ERSE, a brochure has also been published - ERSExplica - which summarises some of the main indicators of commercial service quality in the electricity and gas sectors. This information is aimed at non-specialist audiences, namely domestic consumers.
Commercial service quality assesses the level of service provided to customers during the cycle of an electricity or gas supply contract. It therefore includes topics such as customer communication, namely customer service channels, the actions necessary to start the supply (activation), meter reading collection, response to faults or emergencies, carrying out tasks at the customer's premises (e.g. change in contracted power, meter replacement, etc.), restoration after interruption due to customer fault (usually non-payment), responding to complaints and, finally, actions to deactivate supply at the end of a contract.
Access 2024 Commercial Service Quality Report for the Electricity and Gas Sectors – Part II – Visits to customer premises and remote operations
Acess ERSE Explica
