ELECTRICITY SUPPLY — QUALITY OF SERVICE

1 ICS ; :1999 ISBN 0-626-12163-9 First editionELECTRICITY SUPPLY QUALITY OF SERVICEPart 2: Reporting guidelinesFor application by the National ElectricityRegulator 1 nrs 047 -2 , definitions and abbreviated of requests for complaints, enquiries and with NRS education and customer questionnaire to be completed by a sample of key customersand included in the reporting to the 047-2:19992 ForewordThis part of nrs 047 has been prepared for the National ELECTRICITY Regulator by a working groupappointed by the ELECTRICITY Suppliers liaison Committee (ESLC) and an interest group of stakeholdersrecommended by the working group comprised the following members.

2 A H Gower (Chairman)Durban ElectricityC D A AlbertseKempton Park ElectricityH D BeckEast London ElectricityD BykerPretoria ElectricityK CampbellEskom Utili MarkJ D de VilliersAlberton TLCM J FourieLekoa Vaal ElectricityC G Hopewell Port Elizabeth MunicipalityA P JessenPretoria ElectricityK U KreyeCape Town ElectricityC LitholeEskomM V NkalasheNERJ D OlivierKempton Park ElectricityJ H PietersBloemfontein ElectricityM C PedroSouth Cape Karoo ELECTRICITY ForumJ PershadDurban ElectricityJ O ShillingtonJohannesburg MetroK Singh (Project Leader)NRS ProjectM van der WesthuizenCape Town MunicipalityJ S van HeerdenSABS NETFAB R van WykLekoa Vaal ElectricityM WilsonBoksburg ElectricityThe interest group comprised the following members.

3 J BeckerAHIJ BennieSEIFSA & FAPAH BoesenbergIscor LimitedJ de WetEnergy Intensive User GroupG du ToitSACOBJ HeesFEEU (Energy End Users)D LouwInstitute of Local Government Management of SAK MabuseWomen s National CoalitionB MakhuboConsumer Institute of SAD MoshapaloFABCOSM NomvulaGauteng Consumer AffairsN OppermanSA Agricultural UnionS ShipleyNissanT van AswegenSEIFSA & FAPAH VenterIMFOISBN 0-626-12163-93 nrs 047 -2:1999At the time that the ESLC accepted this edition of nrs 047 -2, the ESLC comprised the followingmembers:R Wienand (Chairman)Durban Metropolitan ElectricityM N Bailey Distribution Technology Manager, EskomH D BeckCity Electrical Engineer, East London MunicipalityA J Claasen Manager, Electrotechnical Standards, SABSF H D Conradie Senior Manager, Transmission, EskomP CrowdyDesign Manager, Distribution Technology, EskomR W Curtis JCI, for the Chamber of Mines of South AfricaJ A Ehrich City Electrical Engineer, Pretoria ELECTRICITY DepartmentD F Hunt Corporate Technology Standardization Manager, EskomP A JohnsonProject Leader, EskomI P KrugerSenior Manager, Electrotechnical Services, SABSJ G LouwDirector.

4 Electrical Engineering, Tygerberg CityD M MichieCity Electrical Engineer, Port Elizabeth MunicipalityG MunroActing City Electrical Engineer, Cape Town MunicipalityA J van der MerweCity Electrical Engineer, Bloemfontein, AMEUP J S van NiekerkExecutive Officer, Greater Johannesburg Metropolitan ElectricityH R WhiteheadExecutive Director, Durban Metropolitan ElectricityIntroductionThe preparation of this part of nrs 047 on QUALITY of SERVICE in the ELECTRICITY SUPPLY Industry (ESI) hasbeen driven by the National ELECTRICITY Regulator (NER) to facilitate liaison between customers and thelicensed suppliers of ELECTRICITY (licensees).

5 In order to assess the QUALITY of the SERVICE provided, the NER will require licensees to provide as muchinformation as is practical. However, this will incur costs, which will ultimately be passed on to thecustomer. In terms of the needs and principles of economical and affordable ELECTRICITY SUPPLY in SouthAfrica, it is essential that a balance be maintained between these costs and the SERVICE specification consists of two parts. This part of nrs 047 is restricted to recommending reportingformats for the various SERVICE activities detailed in nrs 047 -1.

6 The reporting formats contained in thispart of nrs 047 have been agreed upon by the ESI, various customer organizations and the notes are included to assist the licensee in completing the is recognized that not all aspects are addressed in detail and it is noted that the missing informationwill be included in future revisions of this part of NRS wordsElectricity SUPPLY ; QUALITY of SERVICE ; Guidelines; Reporting 047-2:19994 This page intentionally left blank5 nrs 047 -2:1999 SPECIFICATIONE lectricity SUPPLY QUALITY of servicePart 2: Reporting guidelinesFor application by the National ELECTRICITY Regulator1 ScopeThis part of nrs 047 contains recommended reporting formats for the QUALITY -of- SERVICE activitiesstipulated in nrs 047 -1, which the licensees in South Africa should use to report to the NationalElectricity Normative referencesThe following standards and specifications contain provisions, which, through reference in this text,constitute provisions of this part of nrs 047 .

7 At the time of publication, the editions indicated were valid. All standards and specifications are subject to revision, and parties to agreements based on this part ofNRS 047 are encouraged to investigate the possibility of applying the most recent editions of thedocuments listed below. Information on currently valid national and international standards andspecifications can be obtained from the South African Bureau of ISO 9004-1:1994, QUALITY management and QUALITY system elements Part 1: ISO 9004-2:1991, QUALITY management and QUALITY system elements Part 2: Guidelines 047-1:1999, ELECTRICITY SUPPLY QUALITY of SERVICE Part 1: Minimum 048-2:1996, ELECTRICITY SUPPLY QUALITY of SUPPLY Part 2.

8 Minimum Terms, definitions and abbreviated termsFor the purpose of this part of nrs 047 , the definitions and abbreviations given in nrs 047 -1 GeneralA section for comments is included in each reporting format, to enable the utility to provide anyadditional, relevant information to the NER in the report. The licensee could use this section to indicatereasons for not meeting the minimum standards, or to provide details on when the licensee will meet theminimum shall not be selective or biased in their reports to the NER. Licensees shall ensure that theirquality-of- SERVICE report to the NER is freely available to any customer or prospective 047-2 Processing of requests for Recommended reporting format for providing quotations to customers12345 Status of network/Customer classi-ficationMinimum standardTotal number ofquotationsNumber of quota-tions within mini-mum standardPercentagesuccessExisting infrastruc-ture can be used10 working daysNetwork extensionsrequired1 monthNew network instal-lation requiredBy agreementIndustrial and com-mercial customersBy agreementComments.

9 NOTE 1 In column 3, list for each status of the network or customer classification shown in column 1 the total number ofquotations for SUPPLY in the 2 In column 4, list the total number of quotations that were within the period prescribed as the minimum standard incolumn 3 The value in column 5 is the value in column 4 divided by the value in column 3 multiplied by Recommended reporting format for providing supply12345 Status of network/CustomerclassificationMinimum standardTotal number ofnew customersNumber withinminimum standardPercentagesuccessExisting infrastruc-ture can be used30 working daysL V networkextensions required2 monthsMV networkextensions required3 monthsNew networkinstallation requiredBy

10 AgreementIndustrial and com-mercial customersBy agreementComments:NOTE 1 In column 3, list for each status of the network or customer classification shown in column 1 the total number ofcustomers that have received SUPPLY in the 2 In column 4, list the total number of customers that have received SUPPLY within the period prescribed as theminimum standard in column 3 The value in column 5 is the value in column 4 divided by the value in column 3 multiplied by 047-2 Credit Recommended reporting format for meter readingsIn the case of reporting on meter readings.