The interruption incentive scheme has symmetric annual rewards and penalties depending on each DNO’s performance against their targets for the number of customers interrupted per 100 customers (CI) and the number of customer minutes lost (CML).
The proportion of revenue exposed under the scheme is 1.2 per cent for CI and 1.8 per cent for CML.
The amount of revenue exposure to quality of service has been informed by customer survey.
DNO interruption performance (CI and CML) are audited each year and an audit report is published detailing the accuracy of measurements and any adjustments if applied to their annual performance.
The telephony incentives are based on the results of ongoing customer surveys on DNOs' telephony performance.