CEM is committed to provide reliable electricity service and excellent customer service, and continuously improve the efficiency and quality of service by the implementing the following service standards:
Service |
Service Standard |
Result in 2020 |
---|---|---|
ASAI Average Service Availability Index |
>99.99% |
|
CAIDI Customer Average Interruption Duration Index |
20 minutes |
|
Supply Connection New applications for supply of electric energy performed within an agreed period of time, without the need of inspection of the respective installations |
Within 4 workdays |
|
Supply Reconnection Reconnection performed of electric energy disconnected, within an agreed number of working hours after the settlement of outstanding debt amounts |
Within 4 hours |
|
Bill Correction Bills corrected within an agreed period of time after the detection or the notification of the error |
Within 3 workdays |
|
Complaint Handling Justified commercial complaints replied, within an agreed period of time |
Within 5 workdays |
|
Appointment Time Schedule Appointments for inspection or works execution at customer installations, performed within agreed periods of time |
Within 2 hours |
|
Emergency Service Arrivals of the emergency services at the customers’ installations, within an agreed period of time, after receiving notification of the fault by the customer |
Within 60 minutes |
|
Supply Restoration Restoration within an agreed period of time, after receiving notification of the interruption by the Customer |
Within 6 hours |
|
Public Lighting Public lighting lamps repaired, within an agreed period of time, after receiving the notification by the Customers |
Within 3 workdays |