THE RESOLUTION OF ADMINISTRATIVE BOARD OF THE NATIONAL AGENCY ON REGULATION IN POWER INDUSTRY OF THE REPUBLIC OF MOLDOVA

of June 23, 2008 No. 292

About approval of the Regulations on service quality on distribution and electrical supply

For the purpose of ensuring compliance with licenses by owners on distribution and electrical supply of the obligations provided by the Art. 16, of 27, of 30, of 32, of 33, of 34, 36 Laws on the electric power N 137-XIV of September 17, 1998. (The official monitor of the Republic of Moldova, 1998, N 111-113, Art. 681), Art. 12 of the Law on power N 1525-XIII of February 19, 1998. (The official monitor of the Republic of Moldova, 1998, N 50-51, Art. 366), Art. 20 of the Marine life protection act of the rights of consumers N 105-XV of March 13, 2003. (The official monitor of the Republic of Moldova, 2003, N 126-131, Art. 507), Art. 8 of the Law on submission of petitions N 190-XIII of July 19, 1994 (pereopublikovano in the Official monitor of the Republic of Moldova, 2003, N 6-8, Art. 47), being guided by conditions of Art. 29-1 of the Law on the electric power N 137-XIV of September 17, 1998, the Administrative board of the National agency on regulation in power DECIDES:

1. Approve Regulations on service quality on distribution and electrical supply it (is applied).

2. To assign functions of control over implementation of the approved provision to management on consumer protection and management of regulation and licensing.

3. Declare invalid the Resolution NARE N 90 of March 13, 2003 registered in the Ministry of Justice under N 334 of June 19, 2003, "About approval of the Regulations on service quality indicators on delivery of electrical energy on regulated rates" (The official monitor of the Republic of Moldova, 2003, N 215-217, Art. 290).

4. Till December 1, 2008 to the distribution companies / electric power suppliers to develop and provide to the agency plans of action and the volume of investment, measure values of SAIDI, necessary for achievement, established by the agency for 2009-2013.

5. The new SAIDI level will be approved by the decision of the Agency on the expiration of the terms established in item 8 of the Regulations on service quality on distribution and electrical supply.

CEO National agency on regulation in power

To Vitaliye Yurk

DIRECTOR

Nicolae Triboy

DIRECTOR

Anatol Burlakov

Approved by the Resolution of the NARE Administrative board No. 292 of June 23, 2008

Regulations on service quality on distribution and delivery of electrical energy

I. Scope

1. The regulations on service quality on distribution and delivery of electrical energy (further the Provision) regulate service quality on distribution and delivery of electrical energy, establish the minimum requirements to quality and effects of their non-compliance by the distributing companies/suppliers.

2. (1) Conditions of the Provision are applied in the relations between the distributing companies/suppliers of electrical energy and consumers of electrical energy or applicants on connection to power network. To consumers who have several places of consumption conditions of the Provision are applied to each place of consumption separately.

(2) Conditions of the Provision are not applied:

a) in cases of force majeur circumstances and special weather conditions;

b) for consumers at whom the operating mode of electroinstallations negatively influences quality of the electrical energy delivered to other consumers;

c) in case of the breaks in electric utility service caused by restrictions or accidents in the transferring network;

d) in case of the breaks in electric utility service caused by actions of the third parties;

e) in case of unplanned breaks in electric utility service which duration does not exceed 3 minutes.

II. Terms and determinations

3. The main terms and determinations used in this provision mean the following:

Service in distribution and electrical supply - set of the services provided by the distributing company/supplier of electrical energy in accordance with the terms of licenses which includes distribution, electrical supply and provision of additional services.

Tension failure - sudden undervoltage in point of power network below 0,9 of Unom which recovery of tension to the level, initial or close to it, through short period, according to the quality parameters established by the law follows.

The overstrain - increase in tension in point of power network is higher 1, lasting more than 10 ms, arising in utility power systems in case of kommutation or short circuits.

Acceptable deviation of tension - normally admissible value of the established tension variation is equal in points of accession to distribution network to 5% and the maximum permissible variation constitutes 10% of value of rated voltage.

Special weather conditions - situations in which the speed of wind and/thickness wall of ice exceeds values: 30 m/s or 20 mm respectively.

III. Electric utility service continuity

4. The distributing companies of electrical energy shall provide continuity of electric utility service of consumers according to the levels of indicators of continuity established by the Provision.

5. The distributing companies record all breaks in electric utility service of consumers. For accounting of unplanned breaks information obtained by the automated means of the distributing company and from addresses of the consumers registered by service of 24 of 24 hours will be used. In case of lack of means of remote signaling duration of break is considered from the moment of its registration by service of 24 of 24 hours according to the address of the consumer until electric utility service recovery. The planned and unplanned breaks are considered separately. For each unplanned break the break reason will be specified:

a) force majeur circumstances or special weather conditions;

b) defects in electroinstallations of consumers;

c) because of actions of the third parties;

d) other reasons.

Information on breaks will be provided monthly to the agency according to the report form provided in the table of 1 appendix to the Provision. Information will be provided in the electronic format certified by the digital signature, or in electronic form and on paper.

6. For electric utility service continuity assessment at the level of the distributing company the following general indicators will be calculated and considered:

(1) SAIDI (System Average Iterruption Duration Index) - the average duration of break on network (the distributing company):

where: NCi - number of the consumers affected by i break in electric utility service;

Ti - i break duration in electric utility service, hours;

NCt - number of served consumers during the accounting period.

(2) SAIFI - (System Average Iterruption Frequency Index) the average frequency of breaks in network:

where: NCi - number of the consumers affected by i break in electric utility service;

NCt - number of served consumers during the accounting period.

(3) CAIDI - (Customer Average Interruption Duration Index) the average time of recovery of electric utility service as a result of break:

7. General indicators will be annually calculated, for the distributing company in general and separately for each area from serviced by the distributing company of the territory. Measure values will be provided to the agency according to table 2 of appendix to the Provision.

8. The distributing companies shall undertake all necessary measures for maintenance of annual value (from January 1 to December 31) of SAIDI indicator for breaks in electric utility service at the level of the average tension which occurred for other reasons, than specified in item 5 a), b) and c), in the following limits:

1) 2009 - 12 hours

2) 2010 - 11 hours

3) 2011 - 10 hours

4) 2012 - 9 hours

5) 2013 - 8 hours

9. The distributing companies shall observe the following guaranteed performances of continuity of electric utility service of the certain consumer:

(1) break Duration

a) duration of one planned break in electric utility service cannot exceed 12 hours; exception are cases of capital reconstruction of electric lines in which duration of break cannot exceed 24 hours;

b) duration of one unplanned break cannot exceed 24 hours in cases when it is necessary to repair or replace the emergency site of power line (several damaged or fallen support, defects of underground cable lines or need of replacement of the power transformer);

c) duration of one unplanned break which happened at night days because of accidents in networks of average tension cannot exceed 16 hours;

d) in other cases duration of one unplanned break shall not exceed: 6 hours for the city area and 8 hours for the rural zone.

(2) Annual quantity of unplanned breaks

The quantity of unplanned breaks in electric utility service of any consumer within year cannot be more:

a) for the city area - 6 (at the level of average tension), 9 (at the level of low voltage);

b) for the rural zone - 9 (at the level of average tension), 12 (at the level of low voltage).

(3) Annual duration of unplanned breaks

The total annual duration of breaks in electric utility service of any consumer cannot exceed:

a) for the city area - 36 hours;

b) for the rural zone - 48 hours.

IV. Obligations of the distributing company/software supplier to quality of the delivered electrical energy

10. The distributing companies/suppliers of electrical energy shall deliver to the consumer electrical energy to Section points according to the quality parameters set according to the law.

11. (1) Distributing the company/supplier will eliminate the situations connected with retension or the repeating differences of tension because of defect of the equipment of distribution network within no more than 24 hours from the moment of obtaining and registration of oral or written complaints of consumers.

(2) Distributing the company/supplier will permit according to written addresses of consumers of problem, tension connected with exceeding of acceptable deviation:

a) in time no more than 5 working days from the moment of registration of the address in cases when quality of electrical energy can be recovered by accomplishment of preventive measures (condition of electric contacts, redistribution of loading on phases, adjustment of tension on power transformers);

b) in time no more than 30 calendar days from the moment of registration of the address in cases when for quality assurance of the electric power it is necessary to increase handling capacity of elements of power network (replacement of conductors of electric lines, increase in capacity of the power transformer);

c) in time no more than 60 calendar days from the moment of registration of the address in case of need changes of the scheme of electric utility service of consumers with construction of new electric lines and/or additional transformer substations.

V. Service quality, provided by the distributing companies/suppliers

12. The notification on the planned breaks.

The supplier shall inform consumers on the planned breaks. The relevant information extends by phone, through mass media or other intermedia in time, the provided item 5.3 of the Regulations on delivery and use of electrical energy approved by the Order of the Government N 1194 of November 22, 2005 (Monitorul Oficial al Republicii Moldova, 2005, N 168-171, Art. 1367) (at least in 3 calendar days prior to the planned breaks).

Consumers with contractual capacity of 100 kW and will be notified in writing at least in 7 days prior to the planned break above. Date and time of breaks will be planned whenever possible so that to create minimum of inconveniences to consumers.

13. Issue of permission to connection to applicants.

The term of issue by the supplier of permission to connection to the applicant is provided by Art. 27 of the Law on the electric power N 137-XIV of September 17, 1998. (The official monitor of the Republic of Moldova, 1998, 111-113, Art. 81) (15 calendar days from the date of submission of the written application on issue of permission to connection).

14. Conclusion of the delivery agreement of the electric power.

Term for the conclusion of the delivery agreement of the electric power with the applicant, the potential residential customer, is the term established by item 4.12 of the Provision o delivery and use of electrical energy approved by the Order of the Government N 1194 of November 22, 2005 (it is no more than 2 working days from the date of receipt of the statement, and with the applicant, the potential not residential customer, no more than 5 days). The application will be granted in the above-named terms, only if on the date of filing of application electroinstallation of the applicant is allowed to operation.

15. Connection of installations of consumers to distribution network.

The supplier will connect electroinstallations of consumers to distribution network in time, the provided item 6.13 of the Regulations on delivery and use of electrical energy approved by the Order of the Government N 1194 of November 22, 2005 (3 calendar days from the moment of signing by the applicant of the agreement on delivery of electrical energy, implementation of payment for connection and accomplishment of the conditions specified in permission to connection).

16. Repeated connection of electroinstallation of the consumer to distribution network.

Repeated connection of electroinstallation of the consumer to networks of the supplier is performed no later than 2 working days from the moment of filing of application about repeated connection according to item 9.20 of the Regulations on delivery and use of electrical energy approved by the Order of the Government N 1194 of November 22, 2005. The application for repeated connection is submitted after elimination by the consumer of all reasons which led to shutdown of its electroinstallation, and introduction of payment for repeated connection.

17. Consideration of written applications of consumers.

The term of the answer to written addresses of the consumers except for provided by the item 11, of 13, of 14, of 15, constitutes 30 calendar days and if additional studying - immediately or within 15 calendar days from the date of registration is not required.

VI. Non-compliance effects by the distributing company/supplier of quality requirements of services in distribution and delivery

18. For non-compliance with annual measure values of continuity of electric utility service of SAIDI established in the item 8, the Agency has the right to lower rate for electrical supply as follows:

a) variation ranging from 0,5 till 2 o'clock - % 0,2;

b) from 2 to 3 hours - % 0,5;

c) 3 hours and more - 1%.

19. Non-compliance with the provided terms for 10% and more from the number of the requests registered within year for each of the situations listed in item 11 (1), 11 (2) and), b) and c), will entail decrease in rate for % 0,5 on each line item.

20. Non-compliance with the terms provided by the item 13, of 14, of 17, for 10% and more from total quantity of the requests registered within year will entail reduction of rate for % 0,02 on each Item.

21. The supplier will pay for non-compliance with the terms provided in item 15 and 16, to the consumer/applicant compensation in the amount of 25% of payment for connection / repeated connection for each day of delay.

22. In case of breaks which occurred for the reasons specified in item 5 a), b) and c) suppliers are exempted from authorization by decrease in rate, but they shall take all measures for renewal in the shortest possible time of supply of electricity to consumers.

VII. Decrease in rate and payment of compensations

23. The sizes of decrease in rate provided by the item 18, of 19, of 20, are calculated the Agency for every year of activities and are considered in case of establishment of new rates for electrical energy.

24. Payment of compensations will be performed within 15 working days after submission of the written application by the consumer/applicant.

25. Consumers who have the intellectual means of accounting allowing to register duration and quantity of breaks in electric utility service will provide the registered data as arguments to statements for compensation of the material and moral damage caused owing to delivery of low-quality services.

26. Compensations can be paid to consumers or can be considered as advance payment for following the calculation period.

27. The moral and/or material damage caused to consumers owing to provision to it low-quality services will be paid by the supplier according to provisions of the civil legislation and/or terms of the contract on delivery of electrical energy.

28. The situations connected with violation of parameters of quality of electrical energy which led to failure of electroreceivers of consumers will be registered and resolved in accordance with the terms of the Regulations on delivery and use of electrical energy approved by the Order of the Government N 1194 of November 22, 2005.

29. Compensations paid by the supplier to consumers are not considered as reasonable costs and do not join in rate for electrical energy.

VIII. Special conditions

30. The supplier shall register all statements, addresses, claims connected with service quality indicators on distribution and electrical supply and to provide annually or to other terms established by the Agency, quality reports of delivery services and to electricity distribution. Reports will be constituted according to the form established in appendix.

31. The supplier shall inform the consumers of quality requirements of the provided electric power delivery services on regulated rates by placement of excerpts from Sections III, IV, V of the Provision at all the commercial offices.

32. The distributing companies will provide installation of new systems of telemechanics and the remote alarm system, and also recovery of the existing systems in investment plans.

33. The agency will monitor observance by the distributing companies/suppliers of service quality on distribution and delivery of electrical energy and will take necessary measures within the powers established by the law.

34. Analysis results of annual statements about service quality will be published on the web page of the Agency.

35. The distributing companies/suppliers will provide data storage, continuity indicators, necessary for calculation, for the term of 6 years.

36. The decrease in rate provided by the item 18, will be applied by the Agency since 2010 based on the measure values reached in 2009.

______________________________

(distribution company)

Appendix

to Regulations on service quality on distribution and delivery of electrical energy

Quality report of services in distribution and electrical supply to the period _____________________

Table 1. Breaks in electric utility service of consumers

+-------------------------------------------------------------------------------------------------------------------------------------------------------------+
| Число потребителей, обслуженных за отчетный период (NCt): ____________, включительно:                                                                       |
| бытовых: __________________                                                                                                                                 |
| других категорий: _____________                                                                                                                             |
|                                                                                                                                                             |
+----------------------+---------+--------------+-----------+------+----------------------+---------------------------------+---------------+-----------------+
| Филиал электро-сетей |   Дата  | Наиме-нование|  N от-клю | Время|  Продол житель-ность |  Число отключенных потребителей | Отключен-ные  | Причина         |
|        (район)       | перерыва|  подстанции  | чен но го | отклю| перерыва (Ti), минуты|              (NCi)              | населен-ные   | отключения      |
|                      |         |  (источ-ника |  фи де ра | чения|                      |                                 | пункты        |                 |
|                      |         |   пита-ния)  |           |      |                      |                                 |               |                 |
+----------------------+---------+--------------+-----------+------+----------------------+---------------------------------+---------------+----+------------+
|                      |         |              |           |      |                      |                                 |               | Инд| Причина    |
|                      |         |              |           |      |                      |                                 |               |    |            |
+----------------------+---------+--------------+-----------+------+----------------------+---------+---------------+-------+---------------+----+------------+
|                      |         |              |           |      |                      | Быто-вых|    Дру-гих    | Всего |               |    |            |
|                      |         |              |           |      |                      |         |   кате-горий  |       |               |    |            |
+----------------------+---------+--------------+-----------+------+----------------------+---------+---------------+-------+---------------+----+------------+
|                                                                      Аварийные перерывы                                                                     |
+----------------------+---------+--------------+-----------+------+----------------------+---------+---------------+-------+---------------+----+------------+
|                      |         |              |           |      |                      |         |               |       |               | AT | Accident   |
|                      |         |              |           |      |                      |         |               |       |               |    | rutier     |
+----------------------+---------+--------------+-----------+------+----------------------+---------+---------------+-------+---------------+----+------------+
|                      |         |              |           |      |                      |         |               |       |               | AC | Defect de  |
|                      |         |              |           |      |                      |         |               |       |               |    | izolator   |
+----------------------+---------+--------------+-----------+------+----------------------+---------+---------------+-------+---------------+----+------------+
|                      |         |              |           |      |                      |         |               |       |               | AT | Furt de    |
|                      |         |              |           |      |                      |         |               |       |               |    | instalaюii |
+----------------------+---------+--------------+-----------+------+----------------------+---------+---------------+-------+---------------+----+------------+
|                                                                   Запланированные перерывы                                                                  |
+----------------------+---------+--------------+-----------+------+----------------------+---------+---------------+-------+---------------+----+------------+
|                      |         |              |           |      |                      |         |               |       |               |    |            |
+----------------------+---------+--------------+-----------+------+----------------------+---------+---------------+-------+---------------+----+------------+
|                      |         |              |           |      |                      |         |               |       |               |    |            |
+----------------------+---------+--------------+-----------+------+----------------------+---------+---------------+-------+---------------+----+------------+
|                      |         |              |           |      |                      |         |               |       |               |    |            |
+----------------------+---------+--------------+-----------+------+----------------------+---------+---------------+-------+---------------+----+------------+

a) Table 1 is filled in separately for breaks in networks of average tension and in networks of low voltage

b) When filling the Reason Shutdown/index column for emergency breaks the following designations are used:

FM - force majeur circumstances or special weather conditions;

The EDS - defects in electroinstallations of consumers;

TS - actions of the third parties;

DP - other reasons.

 

Table 2. Level of indicators of continuity on the distribution company пкт. 8

+--------------------------------+------------+---------------+-----------+-----------+----------+
|   Филиал электросетей (район)  |   Причина  |     Число     |   SAIDI   |   SAIFI   |   CAIDI  |
|                                | отклю-чений| обслужи-ваемых|           |           |          |
|                                |            | потреби-телей |           |           |          |
+--------------------------------+------------+---------------+-----+-----+-----+-----+-----+----+
|                                |            |               |  СН |  НН |  СН |  НН |  СН | НН |
+--------------------------------+------------+---------------+-----+-----+-----+-----+-----+----+
| Ниспорень                      | ФМ         |               |     |     |     |     |     |    |
+--------------------------------+------------+---------------+-----+-----+-----+-----+-----+----+
|                                | ЭП         |               |     |     |     |     |     |    |
+--------------------------------+------------+---------------+-----+-----+-----+-----+-----+----+
|                                | ТС         |               |     |     |     |     |     |    |
+--------------------------------+------------+---------------+-----+-----+-----+-----+-----+----+
|                                | ДП         |               |     |     |     |     |     |    |
+--------------------------------+------------+---------------+-----+-----+-----+-----+-----+----+
| Стрэшень                       | ФМ         |               |     |     |     |     |     |    |
+--------------------------------+------------+---------------+-----+-----+-----+-----+-----+----+
|                                | ЭП         |               |     |     |     |     |     |    |
+--------------------------------+------------+---------------+-----+-----+-----+-----+-----+----+
|                                | ТС         |               |     |     |     |     |     |    |
+--------------------------------+------------+---------------+-----+-----+-----+-----+-----+----+
|                                | ДП         |               |     |     |     |     |     |    |
+--------------------------------+------------+---------------+-----+-----+-----+-----+-----+----+
| ....                           | ФМ         |               |     |     |     |     |     |    |
+--------------------------------+------------+---------------+-----+-----+-----+-----+-----+----+
|                                | ЭП         |               |     |     |     |     |     |    |
+--------------------------------+------------+---------------+-----+-----+-----+-----+-----+----+
|                                | ТС         |               |     |     |     |     |     |    |
+--------------------------------+------------+---------------+-----+-----+-----+-----+-----+----+
|                                | ДП         |               |     |     |     |     |     |    |
+--------------------------------+------------+---------------+-----+-----+-----+-----+-----+----+
| Всего по распредели-тельному   | ФМ         |               |     |     |     |     |     |    |
| предприятию                    |            |               |     |     |     |     |     |    |
+--------------------------------+------------+---------------+-----+-----+-----+-----+-----+----+
|                                | ЭП         |               |     |     |     |     |     |    |
+--------------------------------+------------+---------------+-----+-----+-----+-----+-----+----+
|                                | ТС         |               |     |     |     |     |     |    |
+--------------------------------+------------+---------------+-----+-----+-----+-----+-----+----+
|                                | ДП         |               |     |     |     |     |     |    |
+--------------------------------+------------+---------------+-----+-----+-----+-----+-----+----+
 

Table 3. Guaranteed performances of continuity of electric utility service of any consumer пкт. 9

+----------------------------------------------------+---------------+----------------+
|                                                    |   Городская   |    Сельская    |
|                                                    |   местность   |    местность   |
+----------------------------------------------------+-------+-------+-------+--------+
|                                                    |   СН  |   НН  |   СН  |   НН   |
+----------------------------------------------------+-------+-------+-------+--------+
| пкт. 9 (1) Продолжительность одного перерыва                                        |
+-------------------------------+--------------------+-------+-------+-------+--------+
| Запланированные перерывы      | Всего              |       |       |       |        |
+-------------------------------+--------------------+-------+-------+-------+--------+
|                               | Продолжитель-ностью|       |       |       |        |
|                               | более 12 часов     |       |       |       |        |
+-------------------------------+--------------------+-------+-------+-------+--------+
|                               | Связанные с        |       |       |       |        |
|                               | капитальным        |       |       |       |        |
|                               | ремонтом           |       |       |       |        |
+-------------------------------+--------------------+-------+-------+-------+--------+
|                               | Продолжительностью |       |       |       |        |
|                               | более 24 часов     |       |       |       |        |
+-------------------------------+--------------------+-------+-------+-------+--------+
| Незапланированные перерывы    | Всего              |       |       |       |        |
| вследствии которых было       |                    |       |       |       |        |
| необходимо отремонтировать или|                    |       |       |       |        |
| заменить аварийный участок    |                    |       |       |       |        |
| линии электропередачи         |                    |       |       |       |        |
| (несколько поврежденных или   |                    |       |       |       |        |
| упавших опор), дефекты        |                    |       |       |       |        |
| подземных кабельных линий или |                    |       |       |       |        |
| замена силового               |                    |       |       |       |        |
| трансформатора);              |                    |       |       |       |        |
+-------------------------------+--------------------+-------+-------+-------+--------+
|                               | Продолжитель-ностью|       |       |       |        |
|                               | более 24 часов     |       |       |       |        |
+-------------------------------+--------------------+-------+-------+-------+--------+
| Незапланированные перерывы,   | Всего              |       |       |       |        |
| случившиеся в ночное время    |                    |       |       |       |        |
| суток по причине аварий в     |                    |       |       |       |        |
| сетях среднего напряжения     |                    |       |       |       |        |
+-------------------------------+--------------------+-------+-------+-------+--------+
|                               | Продолжитель-ностью|       |       |       |        |
|                               | более 16 часов     |       |       |       |        |
+-------------------------------+--------------------+-------+-------+-------+--------+
| Другие незапланированные      | Всего              |       |       |       |        |
| перерывы                      |                    |       |       |       |        |
+-------------------------------+--------------------+-------+-------+-------+--------+
|                               | Продолжитель-ностью|       |       |       |        |
|                               | более 6/8 часов    |       |       |       |        |
+-------------------------------+--------------------+-------+-------+-------+--------+
| пкт. 9 (2) Годовое количество незапланированных перерывов                           |
+----------------------------------------------------+-------+-------+-------+--------+
| Число потребителей для которых было превышено      |       |       |       |        |
| установленное количество перерывов в течении года  |       |       |       |        |
+----------------------------------------------------+-------+-------+-------+--------+
| пкт. 9 (3) Годовая продолжительность перерывов                                      |
+----------------------------------------------------+-------+-------+-------+--------+
| Число потребителей для которых было годовая        |       |       |       |        |
| продолжительность перерывов была больше 36 / 48    |       |       |       |        |
| часов                                              |       |       |       |        |
+----------------------------------------------------+-------+-------+-------+--------+

Table 4. Elimination of the situations connected with violation of parameters of electric power quality, пкт. 11

+--------------------------------------------------------------------+
¦ Заявки, связанные с перенапряжением ¦ Всего        ¦               ¦
¦ и повторными провалами напряжения,  ¦              ¦               ¦
¦ пкт. 11 (1)                         ¦              ¦               ¦
+-------------------------------------+--------------+---------------¦
¦                                     ¦ Разрешенные в¦               ¦
¦                                     ¦ течении более¦               ¦
¦                                     ¦ 24 часов     ¦               ¦
+-------------------------------------+--------------+---------------¦
¦ Обращения, связанные с превышением  ¦ Всего        ¦               ¦
¦ допустимого отклонения напряжения,  ¦              ¦               ¦
¦ для разрешения которых были         ¦              ¦               ¦
¦ необходимы профилактические работы  ¦              ¦               ¦
¦ пкт. 11(2) a)                       ¦              ¦               ¦
+-------------------------------------+--------------+---------------¦
¦                                     ¦ Разрешенные в¦               ¦
¦                                     ¦ течении более¦               ¦
¦                                     ¦ 5 дней       ¦               ¦
+-------------------------------------+--------------+---------------¦
¦ Обращения, связанные с превышением  ¦ Всего        ¦               ¦
¦ допустимого отклонения напряжения,  ¦              ¦               ¦
¦ для разрешения которых было         ¦              ¦               ¦
¦ необходимо увеличить пропускную     ¦              ¦               ¦
¦ способность элементов сети, пкт.    ¦              ¦               ¦
¦ 11(2) b)                            ¦              ¦               ¦
+-------------------------------------+--------------+---------------¦
¦                                     ¦ Разрешенные в¦               ¦
¦                                     ¦ течении более¦               ¦
¦                                     ¦ 30 дней      ¦               ¦
+-------------------------------------+--------------+---------------¦
¦ Обращения, связанные с превышением  ¦ Всего        ¦               ¦
¦ допустимого отклонения напряжения,  ¦              ¦               ¦
¦ для разрешения которых были         ¦              ¦               ¦
¦ выполнены работы по изменению схемы ¦              ¦               ¦
¦ электроснабжения, пкт. 11(2) c)     ¦              ¦               ¦
+-------------------------------------+--------------+---------------¦
¦                                     ¦ Разрешенные в¦               ¦
¦                                     ¦ течении более¦               ¦
¦                                     ¦ 60 дней      ¦               ¦
+--------------------------------------------------------------------+

Table 5. Service quality provided by the distributing companies/suppliers

+--------------------------------------------------------------------+
¦ пкт. 12 Уведомление о запланированных отключениях                  ¦
+--------------------------------------------------------------------¦
¦ Всего запланированных отключений                         ¦         ¦
+----------------------------------------------------------+---------¦
¦ Отключений без уведомления                               ¦         ¦
+--------------------------------------------------------------------¦
¦ пкт. 13 Выдача разрешений на подключение заявителям                ¦
+--------------------------------------------------------------------¦
¦ Количество заявлений                                     ¦         ¦
+----------------------------------------------------------+---------¦
¦ Количество разрешений на подключение, выданных в срок    ¦         ¦
¦ превышающий 15 календарных дней                          ¦         ¦
+----------------------------------------------------------+---------¦
¦ Количество отказов                                       ¦         ¦
+--------------------------------------------------------------------¦
¦ пкт. 14 Заключение контракта на поставку электроэнергии            ¦
+--------------------------------------------------------------------¦
¦ Количество заявлений                     ¦ бытовые       ¦         ¦
+------------------------------------------+---------------+---------¦
¦                                          ¦ другие        ¦         ¦
¦                                          ¦ категории     ¦         ¦
+------------------------------------------+---------------+---------¦
¦ Количество контрактов, подписанных в срок¦ бытовые (2    ¦         ¦
¦ превышающий 2/5 календарных дней         ¦ дня)          ¦         ¦
+------------------------------------------+---------------+---------¦
¦                                          ¦ другие        ¦         ¦
¦                                          ¦ категории (5  ¦         ¦
¦                                          ¦ дней)         ¦         ¦
+--------------------------------------------------------------------¦
¦ пкт. 15 Подключение установок потребителей к распределительной сети¦
+--------------------------------------------------------------------¦
¦ Количество заявлений на подключение                      ¦         ¦
+----------------------------------------------------------+---------¦
¦ Количество потребителей, подключенных в срок, превышающий¦         ¦
¦ 4 календарных дня                                        ¦         ¦
+----------------------------------------------------------+---------¦
¦ Количество заявлений на оплату компенсаций               ¦         ¦
+----------------------------------------------------------+---------¦
¦ Сумма выплаченных компенсаций                            ¦         ¦
+--------------------------------------------------------------------¦
¦ пкт. 16 Повторное подключение электроустановки потребителя         ¦
¦ к распределительной сети                                           ¦
+--------------------------------------------------------------------¦
¦ Общее количество повторно подключенных потребителей      ¦         ¦
+----------------------------------------------------------+---------¦
¦ Число потребителей, подключенных в срок, превышающий 2   ¦         ¦
¦ рабочих дня                                              ¦         ¦
+----------------------------------------------------------+---------¦
¦ Количество заявлений на оплату компенсаций               ¦         ¦
+----------------------------------------------------------+---------¦
¦ Сумма оплаченных компенсаций                             ¦         ¦
+--------------------------------------------------------------------¦
¦ пкт. 17 Рассмотрение письменных заявлений потребителей             ¦
¦ (за исключением пкт. 11, 13, 14, 15, 16, 17)                       ¦
+--------------------------------------------------------------------¦
¦ Общее число письменных обращений потребителей            ¦         ¦
+----------------------------------------------------------+---------¦
¦ Количество обращений, на которые был дан ответ в течении ¦         ¦
¦ 15 календарных дней                                      ¦         ¦
+----------------------------------------------------------+---------¦
¦ Количество обращений, на которые был дан ответ в течении ¦         ¦
¦ 30 календарных дней                                      ¦         ¦
+--------------------------------------------------------------------+

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