Quality of Service Incentives

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.

Publications and updates

  • Published: 22nd Jan 2019
  • Decisions
  • 1 Associated documents
This letter sets out our decision on the policy arrangements for clock stopping under the Interruptions Incentive Scheme (IIS).

  • Published: 29th Nov 2018
  • Decisions
  • 1 Associated documents
Directions issued under Part F of Special Condition CRC 2D of the Distribution Licence.

  • Published: 23rd Nov 2018
  • Closed: 4th Jan 2019
  • Consultations and responses
  • 9 Associated documents
This letter seeks views on whether licensees should be able to stop the clock, and if they should what are the circumstances in which it may be permissible for a licensee to stop the clock.

  • Published: 16th Mar 2018
  • Decisions
  • 1 Associated documents
Directions issued under Part F of Special Condition CRC 2D of the Distribution Licence.

  • Published: 16th Mar 2018
  • Decisions
  • 1 Associated documents
Directions issued under Part F of Special Condition CRC 2D of the Distribution Licence.

  • Published: 14th Feb 2017
  • Reports and plans
  • 1 Associated documents
See energypeople’s audits of one-off exceptional event claims made by Distribution Network Operators in 2015-16.

  • Published: 28th Jun 2016
  • Reports and plans
  • 1 Associated documents
See energypeople’s audits of one-off exceptional event claims made by Distribution Network Operators in 2013-14.

  • Published: 28th Jun 2016
  • Reports and plans
  • 1 Associated documents
See energypeople’s audits of one-off exceptional event claims made by Distribution Network Operators in 2014-15.

  • Published: 28th Jun 2016
  • Reports and plans
  • 1 Associated documents
See energypeople’s audits of one-off exceptional event claims made by Distribution Network Operators in 2011-12.

  • Published: 28th Jun 2016
  • Reports and plans
  • 1 Associated documents
See energypeople’s audits of one-off exceptional event claims made by Distribution Network Operators in 2012-13.

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