Collection of SANS standards in electronic format (PDF)

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This standard is available to staff members of companies that have subscribed to the
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The South African Bureau of Standards accepts no liability for any damage whatsoever
than may result from the use of this material or the information contain therein,
irrespective of the cause and quantum thereof.

I agree with the above

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ICS 03.120.10; 91.140.50

NRS 047-1:2005
Edition 3
ISBN 0-626-18199-2

ELECTRICITY SUPPLY —
QUALITY OF SERVICE

Part 1: Minimum standards

N R S
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NRS 047-1:2005

This rationalized user specification is issued by

the Technology Standardization Department (TSD), Eskom,
on behalf of the
User Group given in the foreword
and is not a standard as contemplated in the Standards Act, 1993 (Act No. 29 of 1993).

Table of changes
Change No. Date Text affected

Correspondence to be directed to Printed copies obtainable from

The NRS Projects Manager Standards South Africa

The Technology Standardization Department (TSD) Private Bag X191
Eskom Pretoria 0001
PO Box 1091
Johannesburg 2000

Telephone : 27 12 428-7911
Fax : 27 12 344-1568
E-mail : sales@[Link]
Website: [Link] Website : [Link]

COPYRIGHT RESERVED

Printed in the Republic of South Africa

by Standards South Africa
1 Dr Lategan Road, Groenkloof, Pretoria
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NRS 047-1:2005

Foreword
This part of NRS 047 was prepared for the National Energy Regulator of South Africa (NERSA) by
a working group appointed by the Electricity Suppliers Liaison Committee (ESLC) and an interest
group of stakeholders recommended by NERSA.

The working group, at the time of publication, comprised the following members:

D A Byker (Chairman) Tshwane Electricity

S Adams Nelson Mandela Metropolitan Municipality
B Chatterton Eskom
S Delport Ekurhuleni Metropolitan
A T Fredericks (Project Leader) NRS Project
R Koch Eskom
MH McGibbon Eskom
P Mlengana City Power
P Mohapi Mangaung Electricity
MV Nkalashe National Energy Regulator of South Africa
H Ramokgadi National Energy Regulator of South Africa
T Thenga National Energy Regulator of South Africa
M van der Westhuizen City of Cape Town
JS van Heerden SABS, NETFA
D van Vuuren Ekurhuleni Metropolitan
R Wienand eThekwini Electricity

At the time when the ESLC accepted this edition of NRS 047-1, the ESLC comprised the following
members:

R Wienand (Chairman) eThekwini Electricity

M Ally City Power Johannesburg (Pty) Ltd
M N Bailey Eskom (Distribution Technology)
A J Claasen Standards South Africa
W de Villiers EDI Holdings Co.
WGH Dykman Tshwane Electricity
G Ferreira Nelson Mandela Metropolitan Municipality
P Fowles Technical Secretary (AMEU)
L Kritzinger Centlec
R Mc Currach Eskom Transmission
H Roos Ekurhuleni Municipality
V Singh NRS Project Management Agency (Eskom)
R van der Riet City of Cape Town
J S van Heerden SABS, NETFA
D van Wyk uMhlathuze Electricity
A reference is made in 3.1 (in the definition of “prescription”) and in 4.1.1(h) to “legislation”. In
South Africa this means the Electricity Act, 1987 (Act No. 41 of 1987) (as amended from time to
time).
This part of NRS 047 cancels and replaces edition 2.3 (NRS 047-1:2002).
NRS 047 consists of the following parts, under the general title Electricity supply – Quality of
service:
Part 1: Minimum standards.
Part 2: Reporting guidelines.

Annexes A and B are for information only.

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NRS 047-1:2005

Introduction
The preparation of this part of NRS 047 on quality of service in the Electricity Supply Industry (ESI)
has been driven by the National Energy Regulator of South Africa (NERSA) to facilitate liaison
between customers and the licensed suppliers of electricity (licensees).

In order to assess the quality of the service provided, NERSA will require licensees to provide as
much information as is practical. However, this will incur costs, which will ultimately be passed on to
the customer. In terms of the needs and principles of economical and affordable electricity supply
in South Africa, it is essential that a balance be maintained between these costs and the service
activities measured.

This specification consists of two parts. This part of NRS 047 is restricted to the measuring of those
service activities and standards that have been agreed upon and defined by the ESI, various
customer organizations and NERSA. This part of NRS 047 also tabulates the various quality-of-
service activities that licensees will report to NERSA. Should reporting show that certain targets are
unrealistic, these targets can be changed in revisions of this part of NRS 047.

Although this part of NRS 047 deals with the manner in which planned interruptions are managed,
and with restoration times for unplanned interruptions, more technical performance information can
be found in NRS 048-2 which deals with quality of supply.

It is recognized that not all aspects are addressed in detail and it is noted that aspects that still need
to be addressed will be included in future revisions of this part of NRS 047.

This part of NRS 047 provides minimum standards. Licensees who render higher standards should
maintain or improve on these minimum standards.

This part of NRS 047 does not address issues of negligence.

Keywords
electricity supply, quality of service, minimum standards.
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1 NRS 047-1:2005

Contents
Page

1 Scope ......................................................................................................................................... 3

2 Normative references ................................................................................................................ 3

3 Terms, definitions and abbreviations ........................................................................................ 3

4 Requirements ............................................................................................................................. 5

4.1 General ..................................................................................................................... 5

4.2 Processing of requests for supply ............................................................................. 7
4.3 Credit metering .......................................................................................................... 8
4.4 Prepayment metering ................................................................................................ 12
4.5 Planned and unplanned network interruptions ......................................................... 14
4.6 Customer complaints, enquiries and requests ......................................................... 17
4.7 Telephone services ................................................................................................... 18
4.8 Service activities related to individual customer quality-of-supply levels…................ 20
4.9 Customer education and customer forums ............................................................... 21
4.10 Special services (optional) ........................................................................................ 23
4.11 Management of disconnections .. .............................................................................. 24

Annex A (informative) An example of an emergency priority list (EPL) ..................................... 25

Annex B (informative) Guidelines on managing telephone centres ............................................ 25
Bibliography ................................................................................................................................... 26
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NRS 047-1:2005 2

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3 NRS 047-1:2005

ELECTRICITY SUPPLY — QUALITY OF SERVICE

Part 1: Minimum standards

1 Scope
This part of NRS 047 outlines various service activities and the minimum standards for measuring
the quality of service provided to customers by electricity utilities in South Africa. It also introduces
various quality-of-service activities that the utilities would report to the National Electricity Regulator
of South Africa (NERSA). It is intended that this reporting will give NERSA a common basis for
evaluating quality of service and enable NERSA to

a) grant distribution licences ;

b) monitor the performance of licensees on an ongoing basis, and

c) deal with customer complaints.

2 Normative references
The following documents contain provisions which, through reference in this text, constitute
provisions of this part of NRS 047. All documents are subject to revision and, since any reference to
a document is deemed to be a reference to the latest edition of that document, parties to
agreements based on this specification are encouraged to ensure the use of the most recent
editions of the documents listed below. Information on currently valid national and international
standards can be obtained from Standards South Africa.

National Energy Regulator of South Africa (NERSA). Power quality directive. November 2003.

NRS 047-2, Electricity supply – Quality of service – Part 2: Reporting guidelines.

NRS 048-2, Electricity supply – Quality of supply – Part 2: Voltage characteristics, compatibility
levels, limits and assessment methods.

SANS 9004, Quality management systems – Guidelines for performance improvements.

3 Terms, definitions and abbreviations

For the purposes of this part of NRS 047, the following terms, definitions and abbreviations apply.

3.1 Terms and definitions

complaint resolution
identification of the cause of the problem and of the measures (if any) that can be taken to correct
the problem, and the completed implementation of a plan to resolve the problem where it is
appropriate
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NRS 047-1:2005 4

customer
person or legal entity who either has entered into an electricity supply agreement with a licensee, or
legally consumes electricity supplied by that licensee

NOTE In 4.2, a potential customer (i.e. a person or legal entity who applies for or requests an electrical supply)
is referred to as a “customer”.

dwelling
place or structure of residence

high voltage
HV
voltage of 36 kV and above

large customer
LC
person or legal entity who applies for, or requests, an electrical supply of 1 MVA and higher

NOTE Large customers include industrial, commercial and agricultural customers but exclude grouped
domestic supplies (for example blocks of flats).

lost call
telephone call that gets through to the licensee but that is not answered

low voltage
LV
nominal voltage of 1 000 V and below

medium voltage
MV
voltage exceeding 1 000 V but less than 36 kV

planned interruption
interruption that occurs when a component is deliberately taken out of service (by the utility or its
agent) at a selected time, usually for the purpose of construction, preventative maintenance, or
repair

prescription
limitation of the time within which a claim can be made, as laid down in legislation (see foreword)

rural network
rural system

network or system that serves clustered or scattered structures, usually of low density, not served
by well-established infrastructure (roads, telecommunication, etc.)

NOTE The power network is usually supplied radially by overhead lines emanating from one distribution
station.

temporary supply
electricity supply that is temporarily provided to a customer in the event of unusual circumstances

NOTE Such a supply might not conform to the service levels normally provided by agreement between the
customer and the licensee.
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5 NRS 047-1:2005

unplanned interruption
interruption that

a) occurs when service is interrupted because a component is taken out of service immediately,
either automatically or as soon as switching operations can be performed, as a direct result of
emergency conditions, or

b) is caused by human error or by the improper operation of equipment

urban
descriptive of areas characterized by formally or informally built structures, usually of high density
distribution, served by well-established infrastructure (roads, telecommunication, etc.)
NOTE The power network is usually supplied by more than one distribution station.

3.2 Abbreviations

CS: customer service

d: day(s)
EPL: emergency priority list
ESI: Electricity Supply Industry
h: hour(s)
HV: high voltage
LC: large customers
LV: low voltage
MV: medium voltage
NERSA: National Energy Regulator of South Africa

4 Requirements

4.1 General

4.1.1 Principles that govern the application of this part of NRS 047

The following principles apply.

a) In the granting or retention of licences, NERSA will assess compliance or non-compliance with
acceptable quality-of-service standards. NERSA will not require licensees to demonstrate
compliance for each customer. NERSA will prescribe statistical sampling to verify continued
compliance.
b) It is the responsibility of licensees to manage the quality of service provided to their customers.
A supply agreement that makes customers aware of their rights and obligations can form part
of the management system.
c) The decision by a licensee to provide different levels of service will be a mutually agreed
business decision between the licensee and the customer. A licensee may contract specific
customers, or groups of customers, to provide different levels of service under agreed terms.
d) It is not intended that NERSA will receive all individual complaints directly. Licensees and their
customers are expected to resolve their problems between themselves in the first instance.
Only if a problem cannot be resolved, should NERSA become involved to achieve a solution to
the problem.
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NRS 047-1:2005 6

e) If a complaint is received by NERSA, a licensee will be given a reasonable period to

demonstrate that the service complies with the requirements specified for it. This period will be
determined by NERSA in conjunction with the complainant and the licensee.
f) The service standards specified do not apply in cases where licensees experience unavoidable
circumstances such as
1) in places where there is war damage, uprising, sabotage, attack and malicious damage,
and areas identified by the South African Police Service as being of high risk to personnel,
2) places where damage was caused by accidental and unavoidable occurrences
attributable to third parties,
3) places where direct material damage was caused primarily by the unusual intensity of a
natural event, where the usual precautions against such damage could not be taken nor
could the damage be prevented,
4) in cases of atmospheric phenomena that are extreme and unusual in terms of annual
events, and that could not be prevented because of their cause or their extent, and to
which electrical networks, especially overhead networks, are particularly vulnerable.
Normal lightning activity is excluded because licensees are expected to design and install
appropriate lightning protection on the electrical network.
5) in cases of industrial action that prevent normal operation of the network,
6) in cases of motor vehicle accidents that are not reasonably avoidable, and
7) in situations where the licensee provides a temporary supply to keep customers supplied
during maintenance and construction work, or to minimize the extent and duration of a
total loss of supply. The licensee should state the negotiated duration of the temporary
supply, which should be by mutual agreement between the customer and the licensee.
The normal supply should be reinstated as soon as possible.
The circumstances listed above do not automatically absolve the licensee from any action
that is deemed negligent.

g) A customer who requires an investigation into the level of service provided might be required to
pay a cost-related fee in advance to cover the cost of the investigation. Such a fee will be
refunded should the complaint be justified; and
h) Matters that are dealt with in legislation (see foreword) are not covered by this specification (for
example, the proving of negligence and the use of official languages in communicating with
customers).

4.1.2 Reporting procedures, information systems and management systems

NERSA recognizes the fact that licensees will need time to put the necessary reporting procedures
and information systems in place to comply with the requirements of this specification.

Initially, licensees will only be required to report to NERSA on those service activities where data
are already available.

Where practicable, licensees should revise their existing reporting procedures and information
systems to be able to report in the format specified in NRS 047-2.

Where new information systems are installed, they should be configured to provide the information
as required by NRS 047-2.

In the future, the need for a particular licensee to report on additional service activities will be
determined by NERSA in agreement with the licensee.
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7 NRS 047-1:2005

While some key parameters of quality of service are measurable, overall quality of service includes
many aspects that cannot readily be measured. Overall quality of service is dependent upon
appropriate quality management systems.

The guidelines given in SANS 9004 shall be used by licensees in the management of the services
that they provide to their customers.

4.2 Processing of requests for supply

4.2.1 Service activities for the processing of requests for supply

[Link] The management of the following activities for the processing of requests for supply will
influence the quality of service:

a) applications;

b) feasibility studies;

c) quotations and estimates;

d) acceptance of quotation and payment;

e) design;

f) construction (including the certificate of compliance);

g) commissioning and decommissioning;

h) the supply contract between the licensee and the customer; and

i) meeting of agreed deadlines.

NOTE 1 An element of “segmentation” might be required with regard to applications; for example, the
processing required for applications submitted by township developers will differ from that required for
applications submitted by individual customers.

NOTE 2 The provisions in 4.2.2 and 4.2.3 apply to both the upgrading of existing supplies as well as to new
supplies.
NOTE 3 Where a licensee has a standard approved tariff for providing a supply, the tariff is regarded as a
quotation. For these customers the reporting for providing a quotation (see 4.2.1 of NRS 047-2) is not
required.

[Link] The service activities for measuring and reporting on the provision of a supply are given in
table 1.

Table 1 — Service activities for measuring and reporting on the provision of a supply

1 2 3 4

Service activity Measure of service standard Minimum standard Reporting format

Quotations to Time taken to provide the customer See 4.2.2 See 4.2.1 of
customers with a quotation for the cost of NRS 047-2
providing a supply

Provision of a Time taken to make a supply See 4.2.3 See 4.2.2 of

supply available (once all customer NRS 047-2
obligations have been met)
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NRS 047-1:2005 8

[Link] The service standards that are stipulated in 4.2.2 and 4.2.3 should be regarded as
minimum standards. Should a customer require a supply sooner than the standard dictates, the
licensee should negotiate the time frame and any additional costs to meet the shorter deadline with
the customer. The cost should be justified.

4.2.2 Quotations to customers

If a customer has made a written request for supply and has provided all the necessary
documentation, the following time frames for quotation shall apply:

a) within 10 working days where existing infrastructure can be used;

b) within one month where network extensions are required; and

c) if new networks have to be installed or if supply is required for industrial and commercial
customers, the period for providing a quotation shall be negotiated between the customer and
the licensee.

The target percentage success is at least 95 %.

4.2.3 Providing a supply

If a customer has paid all the money he owes and met all other obligations stipulated by the
licensee and if, where applicable, all subsidies have been received, the following time frames shall
apply for the provision of supply:

a) within 30 working days where existing infrastructure can be used;

b) within two months where LV network extensions are required and within three months where
MV network extensions are required; and

NOTE It might be necessary to negotiate an extended period of time to accommodate delivery of

equipment from manufacturers.

c) if new networks have to be installed, if HV extensions are required or if supply is required for
industrial and commercial customers, the period for providing the supply shall be negotiated
between the customer and the licensee.

The target percentage success is at least 95 %.

4.3 Credit metering

4.3.1 Service activities for credit metering

[Link] The management of the following activities and factors influences the quality of service in
dealing with credit meter customers:

a) meter reading (frequency);

b) billing (format, information provided and methods);

c) account queries;

d) payment method;

e) payment venues (queuing times, operating hours);

f) special meter readings;

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9 NRS 047-1:2005

g) check-meter readings;

h) disconnections;

i) reconnections;

j) penalties for non-payment and theft;

k) meter auditing for accuracy; and

l) calibration.

[Link] The service activities for measuring of and reporting on credit metering are given in table 2.

Table 2 — Service activities for credit metering

1 2 3 4
Service activity Measure of service standard Minimum standard Reporting format
Meter reading Frequency of meter readings for See 4.3.3 See 4.3.1 of
various customers NRS 047-2
Penalties for non- Periods and time frame for See 4.3.7 See 4.3.2 of
payment disconnections and reconnections NRS 047-2
Account queries Time to respond to account queries See 4.3.8 See 4.3.3 of
NRS 047-2
Credit meter Response time to check meter See 4.3.10 See 4.3.4 of
accuracy queries accuracy NRS 047-2

4.3.2 Information to be provided to credit meter customers

The following information shall be provided to credit meter customers:

a) the scheduled frequency of meter readings;

b) the method used to estimate electricity consumption during periods when no meter readings
are taken;

c) the format of the electricity account;

d) the methods of payment of the account and the period allowed for payment before penalties are
applied;

e) the location of payment venues and the hours of business;

f) the penalties for late payment, for non-payment and for the disconnection/reconnection
process;

g) how a customer should initiate an account query;

h) the process that the licensee will follow when it is impossible to gain access to a customer’s
premises;

i) the process for dealing with special meter readings and check-meter readings;

j) the process for dealing with meter accuracy queries and the fees charged for accuracy audits;
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NRS 047-1:2005 10

k) the penalties applied in the case of tampering, by-passing of meters, or any other method used
to procure electrical energy illegally;

l) where applicable, the process for recovering any energy account arrears; and

m) where applicable, the voltage transformer/current transformer factors should be available or

calculable.

4.3.3 Frequency of meter reading

The meters of customers with a supply of less than 50 kVA should be read at least once in every
three months. If this is not possible, the meters should be read at least once in a twelve-month
period. Where the use of the 50 kVA limit is not feasible, the kVA limit shall be agreed upon with
NERSA.

The meters of other customers should be read once a month.

The target average percentage success is at least 95 %.

NOTE Additional readings should be taken when premises are vacated and new customers are registered.

4.3.4 Estimated energy consumption

In cases where it is necessary to estimate electricity consumption for a particular period, the
method of estimation shall be based on historical data or, in the absence of such data, on a method
agreed upon between the customer and the licensee.

4.3.5 Format of the account

[Link] Essential information

The following information shall be clearly presented on the account:

a) the date of the previous meter reading (or estimate) and the corresponding meter reading (or
estimate);

b) the date of the current meter reading (or estimate) and the corresponding meter reading (or
estimate);

c) the applicable tariff;

d) the number of units consumed (or estimated) during the period covered by the account;

e) the cost of the electricity consumed during the period covered by the account and the number
of days covering that period that will allow a consumer to determine daily consumption or cost
per day for the defined account period;

f) the date and the amount of the previous payment;

g) the outstanding balance, if applicable;

h) any other amounts charged and a description of what the charges are for;

i) the total amount payable;

j) the latest date by which the account is to be paid in order to avoid penalties;

k) acceptable methods of payment; and

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11 NRS 047-1:2005

l) any arrears, together with a written warning that disconnection will follow unless paid within
14 d.

[Link] Optional information

The following agreed upon information, and any additional and agreed upon information, should
ideally also be presented on the account:

a) the payment venues, hours of business, and telephone and telefax numbers;

b) the voltage transformer or current transformer and load factors (where applicable) should be
available or calculable;

c) the account query procedure, including the applicable telephone numbers; and

d) the consequences and procedures in the case of locked premises (see 4.3.9).

4.3.6 Payment venues

The licensee shall ensure that, wherever practical, facilities are provided within or close to urban
residential, commercial or industrial areas to afford customers a reasonable opportunity to pay their
accounts and to resolve account queries.

4.3.7 Penalties for non-payment

The following conditions shall be met unless different conditions have been contractually agreed
upon:

a) no disconnections shall be effected until at least 14 d after the due date for payment stipulated
on the account;

b) commercial and industrial customers shall be given at least 24 h notice of an impending

disconnection;

c) disconnections shall only be carried out if payment points and a reconnection service are
available at some stage during the next 24 h;

d) disconnections shall not be carried out over weekends, public holidays or Fridays (unless
normal payment and reconnection facilities are available on Saturday mornings), or on the day
before a public holiday; and

e) reconnections shall be effected as promptly as possible and not later than the first working day
after the account has been settled satisfactorily and the reconnection fee has been paid.

The target average percentage success is at least 95 %.

4.3.8 Account queries and disputes

[Link] General account queries

In the case of account queries that cannot be resolved on first contact, at least 95 % of these
account queries should be responded to within five working days.

Account queries should normally be resolved within three weeks. The target average percentage
success is at least 95 %.
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NRS 047-1:2005 12

[Link] Account disputes that have resulted in, or would result in, disconnection

In the event of a customer who had been disconnected due to non-payment and a subsequent
agreement that there was an error in the metering or billing data such that disconnection should not
have taken place, the customer shall be reconnected without delay.

In the event of a customer who is due to be disconnected due to non-payment, but it has been
agreed that there was an error in the metering or billing data such that disconnection would not be
valid, the disconnection shall be put on hold while the error is being investigated. The distributor
should make available all related information pertaining to the query to the customer.

The investigation into the meter or billing data error shall be concluded and the customer recon-
nected and refunded, if necessary, without delay.

4.3.9 Locked premises

In cases where the licensee is unable to gain access to a customer’s premises for the purposes of
reading the meter, a meter reading card or a notification (or both) shall be left for the customer’s
attention.

If the card, with an acceptable reading, has not been returned before the next billing, or if the
customer has not contacted the licensee within this interim period, the licensee shall make every
effort to make telephonic contact or personal contact with the customer.

If, after a predetermined period, it is impossible to gain access to the meter, the supply to the
customer shall be disconnected after the customer has been informed in writing.

4.3.10 Credit meter accuracy queries

The licensee shall, on request, provide meter accuracy checking as a service to customers.
Information on how to obtain the service and any associated costs shall be readily available to the
customers.

Where applicable, any fee charged for checking the accuracy of a meter shall be refunded if the
meter accuracy should prove to be outside the declared limits specified in the supply agreement.

Meter accuracy checks shall be performed within 15 working days of the receipt of the prescribed
fee.

The target average percentage success is at least 95 %.

There shall be monetary adjustments either way (within the period of prescription).

NOTE See 3.1 for the definition of prescription.

Check-metering shall be used where applicable.

4.4 Prepayment metering

4.4.1 Service activities for prepayment metering

The management of the following service activities influences the quality of service to prepayment
meter customers:

a) information to be provided to customers;

b) vending stations (location and business hours);

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13 NRS 047-1:2005

c) meter accuracy audits;

d) frequency of meter inspections; and

e) disconnections and reconnections.

The service activities for measuring and reporting on prepayment metering are given in table 3.

Table 3 — Service activities for prepayment metering

1 2 3 4
Service activity Measure of service standard Minimum standard Reporting format

Provision of vending Acceptable levels of service to See 4.4.3 See 4.4.1 of

stations customers NRS 047-2

Business hours of List of vending stations and the See 4.4.4 See 4.4.2 of
vending stations actual hours of business of each NRS 047-2
Prepayment meter Response time to check meter See 4.4.5 See 4.4.3 of
accuracy queries accuracy NRS 047-2
Reconnection of Time taken to reconnect See 4.4.7 See 4.4.4 of
prepayment meters prepayment meters NRS 047-2

4.4.2 Information to be provided to prepayment meter customers

The licensee shall provide every prepayment meter customer with the following information by
means of a brochure issued at the time of installation of the service connection and periodically
thereafter:

a) the type of electricity token to be used and how to purchase and use the token;

b) the applicable tariff (which shall also be displayed at the vending stations);

c) the location of points of sale of tokens and the hours of business;

d) the contact telephone numbers and addresses of the licensee’s service centres, where service
queries and queries concerning the meter can be handled;

e) the process for dealing with meter accuracy queries and the fees charged for accuracy audits;

f) the process that the licensee will follow when it is impossible to gain access to a customer’s
premises, and therefore to the meter;

g) the process that will be followed when penalties are applied for tampering with, or bypassing, a
pre-payment meter;

h) the process for disconnecting the service;

i) where applicable, the process for the recovery of any electricity account arrears; and

j) where a customer is on conventional metering and owes the utility, but is unable to pay the
outstanding amounts immediately, and converts to prepayment metering, an arrangement shall
be made to recover the outstanding debt;

Changes in the approved tariff shall be announced in an appropriate way as and when required.
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NRS 047-1:2005 14

4.4.3 Provision of vending stations

Where practical, vending stations should be accessible to customers through their normal course of
business activities or areas frequented by the customer, i.e. at the local grocery outlet, taxi rank etc.
with acceptable service levels similar to those of other service providers in similar environments.

NOTE Where several vending stations at one location can be justified, these could be manned according to
customers’ purchasing patterns, with the maximum number manned at times of peak demand, hence the need
to determine the number of transactions per vending station per year.

4.4.4 Hours of business of vending stations

Vending stations should sell tokens during normal shopping hours on weekdays, and from 08:00 to
12:00 on weekends and public holidays.

Certain vending stations may close on weekends and public holidays, and during normal office
hours, provided that there are vending stations in operation nearby.

4.4.5 Prepayment meter accuracy queries

The same meter accuracy checking service that is provided for credit meter customers shall be
available to pre-payment meter customers (see 4.3.10).

The licensee shall provide the means to read, to transfer or refund, as appropriate, the amount of
unexpended credit due to a customer when a prepayment meter is replaced or removed as a result
of faulty meters.

4.4.6 Frequency of prepayment meter inspection

The licensee shall have the right to inspect a prepayment meter at the customer’s premises.

Meters may be inspected if tampering or theft is detected or suspected. The latter can be
ascertained by studying the purchase patterns of consumers.

Where reasonable but unsuccessful attempts have been made to gain access to the prepayment
meter, the licensee may disconnect the supply after having delivered a written warning to the
customer.

4.4.7 Reconnection of prepayment meters

Prepayment meters should be reconnected within 48 working hours of receiving a request and the
payment of the reconnection fee (except in the case of hard disconnections or service removals
after tampering has taken place).

NOTE Normally a disconnection of the prepayment meter will be done by either opening the circuit-breaker or
removing the fuse. However, in the case of a hard disconnection, a section of the service conductor is also
removed.

The target average percentage success is at least 95 %.

4.5 Planned and unplanned network interruptions

4.5.1 Service activities for network interruptions

The management of the following service activities influences the quality of service in dealing with
network interruptions:

a) availability and location of fault-reporting centres;

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15 NRS 047-1:2005

b) hours during which interruptions may be reported;

c) fault-reporting procedures;

d) telephone answering response time;

e) response times to queries;

f) time to restore supply;

g) number and duration of interruptions; and

h) notification of planned interruptions.

The service activities for measuring and reporting on network interruptions are given in table 4.

Table 4 — Service activities for network interruptions

1 2 3 4

Service activity Measure of service standard Minimum standard Reporting format

Fault-reporting Location and hours of business of fault- — See 4.5.1 of

centres reporting centres NRS 047-2

Fault-reporting Prescribed procedures to be followed See 4.5.2 See 4.5.2 of

process and appropriate information to be NRS 047-2
requested from the customer

Unplanned Time to restore the supply after an See 4.5.3 See 4.5.3 of
interruptions unplanned interruption NRS 047-2
Planned Number and duration of planned See 4.5.4 See 4.5.4 of
interruptions interruptions NRS 047-2
Notice of planned Notice of planned interruptions to be See 4.5.5 See 4.5.5 of
interruptions given to the affected customer at least NRS 047-2
48 h in advance

4.5.2 Fault-reporting process

The licensee shall provide a 24 h telephone service to receive reports of interruptions from
customers (see 4.7.2).

The licensee shall provide a facility for customers to report interruptions during normal office hours.

There might be a need to address customer interruptions from a different location after normal
office hours, however, the telephone number to report interruptions telephonically shall remain the
same. Hence the licensee shall have the facility to redirect telephone calls to the different locations
after hours.

The licensee shall supply the customer with the telephone number of the fault-reporting centre to
which interruptions should be reported. The following information should be requested from a
customer reporting a fault: the customer’s name, telephone number (if any), physical address, and
the nature of the fault. Pole number and site identity should also be reported where the physical
address is not formal.

The licensee shall give the reporting customer a fault reference number.
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NRS 047-1:2005 16

4.5.3 Restoration of supply after unplanned interruptions

There is a need to classify each interruption or customer in an emergency priority list (EPL) which
dictates the order in which supply after each unplanned interruption is restored. An example of an
EPL is illustrated in annex A. This priority list should be updated as required by the licensee.

After unplanned interruptions, the supply should be restored as follows:

a) 30 % within 1,5 h;

b) 60 % within 3,5 h;

c) 90 % within 7,5 h;

d) 98 % within 24 h; and

e) 100 % within a week.

The above represents the worst case scenario and should be improved upon whenever
circumstances permit.

NOTE The frequency and duration of unplanned interruptions for various networks are considered in
NRS 048-2.

Customers who require improved continuity of supply (for example large customers) could
negotiate additional feeders. This would be the subject of a separate agreement.

4.5.4 Number and duration of planned interruptions

The licensee shall endeavour to keep supply interruptions to an absolute minimum and, in the case
of planned interruptions, shall, except under exceptional circumstances, ensure that customers are
given adequate notice.

Where a customer or a group of customers has suffered a series of interruptions within a short
period, the licensee shall endeavour to prevent coincident planned interruptions from affecting the
same customer(s) for at least two months, with the understanding that urgent remedial work might
require a planned interruption to rectify the cause of such a series of interruptions.

4.5.5 Notice of planned interruptions

Where possible, at least 48 h advance notification should be given of any planned interruption.
Details of such notification are given in 4.5.6.

The licensee may choose to give certain customers on the EPL more than 48 h notification and may
even decide to notify these customers personally.

In the case of large customers, wherever possible, the licensee and customers should mutually
agree on planned interruptions.

The target average percentage success is at least 95 %.

NOTE Measuring of planned time vs actual interruption times is recommended (early restoration of supply can
also be inconvenient to customers).

4.5.6 Press or media releases

The licensee should make use of the appropriate media to inform its customers of future major
interruptions. The following information should be supplied:
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17 NRS 047-1:2005

a) the time that the interruption(s) will occur or is/are planned to occur;

b) the area(s) that will be affected;

c) the reason for the planned interruption;

d) the time at which it is anticipated that the supply will be restored; and

e) notification that customers are to treat the supply as live at all times.

The licensee may also choose to make use of the appropriate media to inform its customers of the
reason for any previous unplanned interruptions.

4.6 Customer complaints, enquiries and requests

4.6.1 Service activities for customer complaints, enquiries and requests

The management of the following service activities influences the quality of service in dealing with
customer complaints, enquiries and requests:

a) availability and location of service centres;

b) telephone services;

c) response times; and

d) time taken to resolve problems.

The service activities for measuring and reporting on customer complaints, enquiries and requests
are given in table 5.

Table 5 — Service activities for customer complaints, enquiries and requests

1 2 3 4

Service activity Measure of service standard Minimum standard Reporting format

Customer Time to respond and resolve See 4.6.2 See 4.6.1 of

complaints NRS 047-2

Customer enquiries Time to respond and resolve See 4.6.3 See 4.6.2 of
NRS 047-2
Customer requests Time to respond and resolve See 4.6.4 See 4.6.3 of
NRS 047-2

4.6.2 Customer complaints

Seventy-five percent of general complaints received should be resolved on first contact (immediate
resolution).

Ninety-five percent of general complaints received should be resolved on one contact (only
requiring one inbound contact from the customer).

Written customer complaints should be acknowledged in writing within three working days if the
matter cannot be resolved on first contact.
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NRS 047-1:2005 18

Complaints should normally be resolved within two weeks. The target percentage success is at
least 95 %.

For complaints related to the quality of supply, 4.8 applies.

4.6.3 Customer enquiries

Seventy-five percent of enquiries for information and advice received should be resolved on first
contact (immediate resolution).

Ninety-five percent of general enquiries received should be resolved on one contact (only requiring
one inbound contact from the customer).

Where the matter cannot be resolved on first contact, at least 95 % of enquiries received for
information and advice should be responded to within three working days.

Queries should normally be resolved within two weeks. The target percentage success is at least
95 %.

Meter queries are covered in 4.3.10 and 4.4.5.

Account queries are covered in 4.3.8.

4.6.4 Customer requests

All general customer requests (for example moving of meters, moving of street lighting, changing of
meters and changing of tariffs) should be replied to in writing by the licensee within two weeks of
receipt of a written request. The reply should include information on the cost to the customer, the
customer’s obligations and the time frame for the carrying out of the request.

The target percentage success is at least 95 %.

For network alterations, 4.2.2(b) and 4.2.3(b) apply.

Provision of supply is covered in 4.2.3.

4.7 Telephone services

4.7.1 Service activities for telephone services

The management of the following service activities influences the quality of service in dealing with
telephone services:

a) provision of telephone services;

b) business hours;

c) telephone answering response times;

d) duration of calls; and

e) management of telephone answering centres.

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19 NRS 047-1:2005

The service activities for measuring and reporting on telephone services are given in table 6.

Table 6 — Service activities for measuring and reporting on telephone services

1 2 3 4

Service activity Measure of service standard Minimum standard Reporting format

Essential telephone Provision of essential telephone See 4.7.2 See 4.7.1 of

services services NRS 047-2

Specific telephone Provision and performance of See 4.7.3 See 4.7.2 of

services specific telephone services NRS 047-2
Call handling Response and talk times See 4.7.4 See 4.7.3 of
NRS 047-2

The equipment for measuring the service activities in 4.7.3 and 4.7.4 might not be generally
available; therefore utilities should regard these standards as goals to be achieved in the future.

Guidelines are included in annex B to help licensees manage telephone centres.

4.7.2 Provision of essential telephone services

A 24 h telephone service shall be provided for the reporting of interruptions and emergencies.

The licensee shall provide a telephone service for complaints, requests and queries. This service
shall be available during normal office hours.

4.7.3 Provision and performance of specific telephone services

The licensee should ideally provide the telephone services and the performance standards
stipulated in table 7.

Table 7 — Performance standards for specific telephone services

1 2
Service Performance standard
Information requests At least 75 % of queries resolved on first
contact
Payments 90 % of payments processed on first contact
Reports of interruptions 100 % of fault reports not resolved on first
contact are referred to the dispatcher as part of
the customer contact
Claims 100 % of all claims referred to responsible
person as part of the customer contact
General complaints 75 % of general complaints resolved on first
contact
Meter readings 100 % of all meter readings recorded
accurately and allocated to correct point of
delivery
Emergency reports 100 % of all emergency reports acted on
immediately
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NRS 047-1:2005 20

4.7.4 Call handling

The recommended performance standards for call handling are

a) 80 % of incoming calls should be responded to within 30 s,

b) the lost call rate should be less than 5 %,

c) 90 % of all incoming calls should be dealt with within 5 min, and

d) the availability of the fault and emergency services should be better than 1 h downtime per
year.

4.8 Service activities related to individual customer quality-of-supply levels

4.8.1 Management of service activities

The management of the following service activities influences the quality of service in dealing with
NRS 048-2 power quality parameters:

a) time to respond to a complaint received from a customer;

b) negotiation of a time span to resolve the problem; and

c) adherence to the time span in resolving the problem.

4.8.2 Compliance with minimum power quality standards

Minimum levels of quality have been specified for specific power quality parameters. These apply to
any individual customer supply point, and are specified as compatibility levels in NRS 048-2.

The measurement and reporting of service activities related to NRS 048-2 minimum quality-of-
supply parameters are given in table 8.

Table 8 — Service activities for compliance with NRS 048-2

1 2 3 4

Service activity Measure of service standard Minimum standard Reporting format

Resolution of Time to resolve the problem in relation See 4.8 See 4.8 of
NRS 048-2 to time communicated with the NRS 047-2
compliance customer
Non-compliance Number of non-compliance complaints – See 4.8 of
complaints per annum that have escalated, are NRS 047-2
management submitted to NERSA.

The licensee shall correct any violations of the power quality compatibility levels defined in
NRS 048-2 in as short a period as is practically possible without compromising the supply to other
customers. This time span shall be communicated with the customer.

NOTE 1 The licensee should consider the nature of the complaint in negotiating the time span with the
customer.

NOTE 2 Should a complaint not have been appropriately addressed, or not have been resolved as agreed
upon, a customer is entitled to submit the complaint to NERSA in accordance with the NERSA Power quality
directive.
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21 NRS 047-1:2005

NOTE 3 In the event that the quality-of-supply complaint cannot be resolved by the licensee and the customer
and NERSA becomes involved, guidelines on resolving the issue are given in NRS 048-4.

4.8.3 Interruptions and voltage dips

No customer-specific levels of minimum quality are specified for the frequency and duration of
interruptions and voltage dips over a given period, although annual characteristic levels are defined
for specific networks in NRS 048-2.

Service activities for individual customer interruptions and voltage dip performance are given in
table 9.

Table 9 — Service activities for individual customer interruption and voltage dip
performance

1 2 3 4

Service activity Measure of service standard Minimum standard Reporting format

Resolution of Time to resolve the problem in See 4.8 See 4.8 of

complaints relation to time agreed upon with NRS 047-2
the customer

Non-compliance Number of non-compliance — See 4.8 of

complaints complaints per annum that are NRS 047-2
management submitted to NERSA.

In terms of the NERSA Power quality directive, licensees are required to address individual
customer complaints related to interruptions and voltage dips.

NOTE 1 In some cases it is possible that higher levels of interruption or dip performance can only be achieved
with significant cost. In such instances, a licensee is required to provide the customer with sufficient
information explaining why this is the case.

NOTE 2 Should a complaint not have been appropriately addressed, or not have been resolved as agreed
upon, a customer is entitled to submit the complaint to NERSA in accordance with the NERSA Power quality
directive.

NOTE 3 In the event that the complaint cannot be resolved by the licensee and the customer and NERSA
becomes involved, guidelines on resolving the issue are given in NRS 048-4.

4.9 Customer education and customer forums

4.9.1 General customer education

General customer education is encouraged. A utility shall demonstrate that it has used whatever
means deemed necessary or appropriate (or both) for the specific target audience to effectively
communicate the mandatory information contained in NRS 047-1 and NRS 047-2.

4.9.2 Components of a customer education programme

[Link] National level (collaborative)

[Link].1 Safety issues

The following safety issues shall be addressed:

a) the safe use of electricity;

b) the dangers of illegal connections and tampering;

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NRS 047-1:2005 22

c) the dangers of incompetent or unqualified persons who conduct illegal and unsafe connections;

d) reconnections, modifications, repairs, etc.;

e) the use of unauthorized and unsafe devices;

f) protection against overvoltages;

g) dangers associated with lifting irrigation piping by farm labourers; and

h) dangers associated with driving earth-moving vehicles into power lines.

[Link].2 The reasons for, and the culture of, paying for electricity

The following topics shall be addressed:

a) a customer who is legally connected shall not redistribute electricity without complying with the
bylaws or contractual constraints and the legal implications thereof;

b) the issue of cross-subsidization of non-payers by paying customers;

c) owners of rented properties shall ensure that all outstanding amounts are recovered from
tenants; and

d) the efficient use of energy.

[Link].3 Quality of supply (protection against overvoltages)

Customers’ equipment will have a range of sensitivity to overvoltages. It is usually not practicable
for the utility to provide surge protection at all points of supply which will adequately protect all
customers’ equipment satisfactorily.

NOTE 1 The customer needs to ensure that there is adequate earthing and the appropriate earthing
arrangement.

NOTE 2 National standards (SANS standards) to guide customers on this and other quality of supply issues
are under consideration.

[Link] Local level (utility-specific)

Education on the following topics shall be conducted at local and regional levels:

a) tariffs;

b) utility processes such as

1) the management of disconnections,

2) reporting of all defaulters – a process should be developed to facilitate this notwithstanding

the need for confidentiality, and

3) reporting of illegal connections;

c) processes of interacting with the respective utilities on services (this includes account enquiries,
new service applications, etc.);

d) bill content and queries pertaining to a bill; and

e) utilities should ensure that the customers’ rights are inherently protected by explaining and
clarifying local bylaws, where necessary.
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23 NRS 047-1:2005

4.9.3 Customer forums

Utilities shall demonstrate that they have channels to address customer feedback.

In areas where an integrated development plan or any other equivalent communication structures
exist, these shall be deemed as customer communication forums. Where such structures are not in
place, the relevant utility shall facilitate the establishment thereof.

4.10 Special services (optional)

4.10.1 The management of the following factors influences the quality of service in dealing with
special services:

a) the types of special service provided; and

b) response times in providing such special services.

4.10.2 Apart from the key customer questionnaire (see 4.10 of NRS 047-2:2001), the licensee is
not expected to measure or report on special services.

4.10.3 Special services could include

a) the delivery, checking and determination of electricity consumption of domestic appliances,

b) secure supply to community service centres,

c) special arrangements to restore power after an interruption to customers who have life-support
equipment such as kidney-dialysis machines,

d) the provision of standby plants, and

e) the classification of certain customers as key customers.

4.10.4 Where required, standards for the quality of special services should be specified by the
licensee in an agreement with the customer.

4.10.5 A licensee could classify certain maximum demand customers as key customers. In this
case, the licensee shall supply each key customer with details of a contact person (persons) or
organization where the following quality-of-service activities could be addressed:

a) interruptions;

b) equipment;

c) maintenance;

d) account queries;

e) technical assistance; and

f) tariff negotiations.

The licensee should ensure that at least 10 % of its key customers are requested to fill in the
customer satisfaction questionnaire given in 4.10 of NRS 047-2:2001. The customer satisfaction
questionnaires that are completed and returned to the licensee should be included in the annual
quality-of-service report to NERSA.
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NRS 047-1:2005 24

4.11 Management of disconnections

Disconnections are part of a utility’s normal ongoing business. The flow chart in figure 1 gives
guidance on this issue.

NOTE A favourable “Response to notice” in figure 1 could include the payment or signing of an
acknowledgement of debt by the customer.

Obtain data regarding

consumers who have not paid

Identify and verify

defaulter’s information

Check if any special

arrangements regarding late
payments have been made

Issue final demand

notice
Do not disconnect

Yes Response No
to notice

Disconnect
supply

Instruct reconnection
Response
to No
Yes disconnect
action

Inspect to verify that disconnect action is

still in place. Proceed with further
revenue protection measures.

Figure 1 — Flow chart for the management of disconnections

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25 NRS 047-1:2005

Annex A
(informative)

An example of an emergency priority list (EPL)

An EPL could prioritize interruptions as follows:

a) priority 1: Interruptions at hospitals, clinics and emergency operating rooms, and interruptions
at dwellings where life-support machines are used;

b) priority 2: Area interruptions (i.e. more than one customer affected) where most of the
customers are industrial customers;

c) priority 3: Interruptions that affect large industrial customers (where there are consumptions
that exceed 10 MVA);

d) priority 4: Area interruptions where most of the customers are residential customers;

e) priority 5: Interruptions that affect individual industrial customers; and

f) priority 6: Interruptions that affect rural customers.

Annex B
(informative)

Guidelines on managing telephone centres

B.1 Operating principles
The following operating principles apply:

a) employees should receive comprehensive training before going live;

b) continuous, ongoing employee training should be provided;

c) most employees are generalists and handle all types of calls;

d) the generalist employees are backed up by one or more specialists;

e) one national telephone number (preferably toll free) should be available for customer service
contact;

f) disaster recovery plans to cover all eventualities should be in place to limit potential downtime
to an absolute minimum;

g) the use of sophisticated forward planning techniques to determine optimum staffing levels that
will cater for forecasted business cycles;

h) minimal paperwork;

i) information is available and communicated to other areas electronically;

j) the use of technology such as automated call distribution, computer and telephone integration
and interactive voice response to enhance customer responsiveness and telephone centre
efficiency;
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NRS 047-1:2005 26

k) telephone centres should have very strong information and communication links with the
dispatching function;

l) customer contact interaction details should be available on the telephone centre’s database to
customer service managers and to service interface people on a log-in basis;

m) some service people (for example service representatives) could use the telephone centre as a
back-up resource (helpline);

n) standard greetings and scripting will provide consistency of standards and image; and

o) the on-site information technology and human resource support and operations managers of
the local telephone centre are represented on the divisional management team.

B.2 Policies
Telephone centre employees are

a) authorized according to their competencies to provide specific categories of service to

customers,

b) authorized to negotiate and extend credit to customers within specified limits,

c) authorized to accept credit card payments and arrange automatic clearing bureau facilities on
customer request,

d) required to adhere to generally accepted accounting practice and audit/segregation-of-duties

requirements in respect of the payment receipting portion of their role,

e) authorized to accept telephonic meter readings from customers,

f) authorized to add, change and delete customer personal details within defined parameters,

g) authorized to add, change and delete customer interaction history within defined parameters,

h) authorized to add, change and delete customer agreement details within defined parameters,

i) authorized to commit licensees to perform within defined performance standards, and

j) to ensure that all customer interaction details will be fully updated on the system before closing
or suspending the contact.

NOTE Changing of customer details should only be done with the customer’s approval.

Bibliography

NRS 048-4, Electricity supply – Quality of supply – Part 4: Application guidelines for utilities.

© Standards South Africa