From a customer perspective, connections, disconnections and maintenance are very important processes, as in some cases, they imply the first customer interaction with the energy market. If these processes are well designed and function effectively, they will help to improve customers’ perception of the energy market. They are also important for a customer who wants to set up a micro generation unit.
In this public consultation document, CEER identifies 22 core features of distribution services which are highly important actions and may represent the first customer interaction with the energy market. If these processes are well designed and function effectively, they can encourage positive customer engagement and result in higher customer trust and greater customer engagement in the market. For this reason, CEER treats these 22 core features as issues for recommendation and asks questions on each of them related to the sector/s they apply to, be it electricity, micro generation and/or gas. This draft Advice constitutes a first step towards a harmonised view on which distribution services within connection, disconnection and maintenance would benefit from being defined as well as monitored by NRAs.
Any comments should be received by Friday, 31 January 2014 through the dedicated online questionnaire.
Following the public consultation period, CEER will publish all responses received from stakeholders that are not marked as confidential. Respondents requesting confidentiality should submit those confidential aspects of their response by marking them as "confidential" in the dedicated online questionnaire.
Any questions on the consultation document and the online consultation should in the first instance be directed to:
Tel. + 32 (0) 2788 73 30
On 28th April 2014, CEER hosted a Public Hearing on Regulating the Quality of Distribution Services. The event took place at the CEER premises. More information from this Public Hearing is available on the event page.