Proposed GSoS and customer compensation

Proposed GSOS and Customer Compensation

Customer issue	Guaranteed standard of service		Customer payment if standard not met (OR / incident)
Meter reading	GS-1	Customer's meter is read at least once in 6 months	20
Meter reading	GS-2	New account first reading must be on the first or second reading cycle	10
Complaint Handling	GS-3	Customer's complaint (excluding GS-5 Compalints ) must be dealt with 10 day or less	5
	GS-4	Cutomer's complaint must be dealt with in 40 days or less	20
	GS-5	A full written explanation must be sent , or a visit must be arranged to investigate , within ten working days of receiving customer notification of voltage problem to their property	15
Customer Connection	GS-6	Time Taken to provide customers with substantive response to initial application must not exceed 15 days	10
Customer Connection	GS-7	Time taken to provide the final connection from recipt of customer payment and the completion of any required network extension must not exceed 15 days	20
Reconnections	GS-8	Time taken to reconnect customers after disconnection for non-payment must not exceed 24 hours from recipt of payment	30
	GS-9	Time taken to reconnect a customer after a supply failure must not exceed 24 hours	30
	GS-10	Customers must be notified of planned outage at least 2 days in advance	5
General	GS-11	Licensees must credit the customer's account within 10 days in event of a breach of guaranteed standard	20