Energy Supply

Service Charter

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 2016

ASAI

Average Service Availability Index

>99.99%

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CAIDI

Customer Average Interruption Duration Index

20 minutes

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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

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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

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Bill Correction

Bills corrected within an agreed period of time after the detection or the notification of the error

Within

3 workdays

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Complaint Handling

Justified commercial complaints replied, within an agreed period of time

Within

5 workdays

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Appointment Service

Appointments for inspection or works execution at customer installations, performed within agreed periods of time

Within

2 hours

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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

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Supply Restoration

Restoration within an agreed period of time, after receiving notification of the interruption by the Customer

Within

6 hours

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Public Lighting

Public lighting lamps repaired, within an agreed period of time, after receiving the notification by the Customers

Within

3 workdays

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