Quality of service is a key priority for both gas and electricity consumers. Our incentive framework ensures that an appropriate level of service is provided to gas distribution customers.
Each Gas Distribution Network (GDN) is required to provide information on the number and duration of both planned (replacement) and unplanned (emergency and repair) gas supply interruptions.
Guaranteed Standards of Performance (GSOP)
Guaranteed Standards of Performance set service levels that each GDN must meet, e.g. offering connection quotations or reinstating supply. If a GDN fails to provide the level of service required it must make a payment to the consumer affected, subject to certain exemptions.