A service standard can refer to either the technical standard and/or reliability, of delivered electricity. Under section 5.1(c) of the Access Code, a service provider must include, as part of its access arrangement, service standard benchmarks for each of its reference services.

The Economic Regulation Authority (ERA) must monitor and, at least once each year, publish the service provider’s actual service standard performance against its service standard benchmarks.

Under the Access Code, the ERA may request a “service standard performance report” from the service provider, for the purposes of monitoring the servicer provider’s actual performance. The service provider must comply with all such requests, including any specific matters to be addressed, such as:

• the period of time to be reported on
• any specific criteria to be addressed
• a report format to be followed

If a service provider does not comply with its own set of service standard benchmarks, the ERA may impose a civil penalty upon the service provider, in accordance with section 11.6 of the Access Code.

Notices

Service Standard Performance Reports

The following service standard performance reports have been submitted to the ERA.