2002/03 Electricity Distribution Quality of Service Report

This report sets out the quality of service performance in the period 1 April 2002 to 31 March 2003 for the 14 electricity distribution network operators (DNOs). 2002/03 was the first year that the DNOs faced financial incentives on their quality of service performance. This year included the October 2002 storms, which had a serious impact on 8 of the 14 DNOs. Following the storms Ofgem received over 3,000 customer requests for determination of disputes as to whether the DNOs should pay out compensation under the standards of performance. These requests were processed, following which customers received 1.8 million in storms compensation1. This also led to the development of new interim arrangements2 which make it quicker and easier to claim compensation following storms.