Quality of service

Quality of service

The quality of service provided to customers by network operators and suppliers covers a range of issues such as the provision of services to customers (commercial quality of service) and the continuity and characteristics of the gas supply (technical quality of service).

The quality of service is defined by ERSE through the Quality of Service Regulation (Regulamento da Qualidade de Serviço - RQS).

Commercial

The commercial quality of service covers matters such as customer service, handling complaints and enquiries, meter reading or the provision of services at the customer’s premises.

General indicators measure quality from the customers’ perspective and operators’ performance, contributing to promote the improvement of companies’ performance.

See here the indicators for the commercial quality of supply.

In specific situations, ERSE defines minimum levels (standards) for general indicators:

GENERAL INDICATOR	STANDARD	APPLICABLE TO
On-site customer services (waiting time up to 20 minutes)	No standard	Distribution system operators and suppliers *
Telephone calls to report breakdowns and emergencies (waiting time up to 60 seconds)	85%	Distribution system operators and suppliers *
Commercial telephone calls (waiting time up to 60 seconds)	85%	Distribution system operators and suppliers
Written requests for information (reply within 15 working days)	90%	Distribution system operators and suppliers
Reply to written requests for information (average time)	No standard	Transmission system operator, underground storage operator and LNG terminal operator
Frequency of readings (interval of 64 days or less from the previous reading)	98%	Distribution system operators
Emergency situations (response time up to 90 min)	80%	Transmission system operator
Emergency situations (response time up to 60 min)	85%	Distribution system operators

* applicable to suppliers in the market scheme who choose to provide this service.

The individual obligations guarantee each customer a minimum level of quality of service. Should the operator fail to comply, it is required to pay a compensation to the customer.

For scheduled appointments, where the network operator keeps to the schedule but the customer is not present, the customer is required to pay a compensation to the network operator. The customer must also pay a compensation to the network operator where, in a technical support appointment, the network operator is not responsible for the fault. The amount of the compensation is EUR 20, except in the case of a response to complaints, where suppliers pay the amount defined in the contract, which may never be less than EUR 5.

OBLIGATIONS	TARGETS
Complaints (response time)	Distribution system operators: up to 15 working days Suppliers: period defined by contract with each customer (never exceeding 15 working days)
Activation of supply (scheduling capability)	Distribution system operators: availability to schedule appointment for one of the following 3 working days
Scheduled appointment (compliance with time slot)	Distribution system operators: start of appointment within 2h30m (maximum) Customers: available on site during the agreed time slot until the arrival of the distribution system operator. Cancellation or rescheduling until 5pm of the previous working day by either party
Technical support (time limit after a breakdown is reported)	Distribution system operators: — priority customers: up to 2 hours — other customers: up to 4 hours
Restoring supply after interruption for reasons for which the customer is responsible (time limit)	Suppliers: 30 minutes to request restoration from the distribution network operator Distribution system operators: — standard low voltage customers: 12 hours — other customers: 8 hours — urgent restoration: 4 hours (additional charge)
Deactivation of supply (scheduling capability )	Distribution system operators: availability to schedule appointment for one of the following 3 working days

Technical

The technical aspect of quality of service is usually divided into two vectors: i) continuity of supply; and ii) the supply characteristics (gas characteristics and the pressure of the gas supply).

The technical quality of service covers the performance of the terminal for the reception, storage and regasification of liquefied natural gas (LNG), the transport network and the distribution networks.

The characterization of continuity of supply is made using:

General indicators, which measure the overall performance of the various gas system infrastructures
Individual indicators, which measure the quality of the service provided to each customer

Individual indicators are established for the distribution network that assess interruptions for each customer:

Number of interruptions: number of interruptions per customer, for a given period
Duration of interruptions: total duration of interruptions, for a given period

The individual indicators must be determined according to the following classes of interruptions: i) Controllable planned interruptions; ii) Non-controllable interruptions; and iii) Controllable unplanned interruptions.

The Quality of Supply Code (RQS) defines the characteristics of natural gas and the supply pressure, as well as the respective verification methodologies.

The RQS establishes the monitoring of the most relevant natural gas characteristics for its use. For some of the characteristics, standard values or permissible ranges of variation are established.

The pressure of natural gas must be kept within the limits required for the infrastructure and equipment in the facilities to operate correctly.

See here the continuity of supply indicators of gas infrastructure operators.

Annual report

Annual quality of service reports for the gas sector published by ERSE:

Quality of service reports published by the Council of European Energy Regulators (CEER) resulting from ERSE’s cooperation in the Working Group on Energy Quality of Supply: