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: 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.

  • Published: 28th Mar 2012
  • Reports and plans
  • 1 Associated documents
BPI audit report to the Authority in respect of one-off exceptional event claims by DNOs for 2010/11, to adjust their performance in relation to targets for quality of supply.

  • Published: 28th Mar 2012
  • Reports and plans
  • 1 Associated documents
BPI audit report to the Authority in respect of one-off exceptional event claims by DNOs for 2010/11, to adjust their performance in relation to targets for quality of supply.

  • Published: 28th Mar 2012
  • Reports and plans
  • 1 Associated documents
BPI audit report to the Authority in respect of one-off exceptional event claims by DNOs for 2010/11, to adjust their performance in relation to targets for quality of supply.

  • Published: 28th Mar 2012
  • Reports and plans
  • 1 Associated documents
BPI audit report to the Authority in respect of one-off exceptional event claims by DNOs for 2010/11, to adjust their performance in relation to targets for quality of supply.

  • Published: 28th Mar 2012
  • Reports and plans
  • 1 Associated documents
BPI audit report to the Authority in respect of one-off exceptional event claims by DNOs for 2010/11, to adjust their performance in relation to targets for quality of supply.

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