Indicators of service quality

Indicators of the quality of electricity supplier services, the procedure and amount of compensation for their non-compliance are determined by the Procedure for ensuring the quality standards of electricity supply and providing compensation to consumers for their non-compliance (resolution of the NCRECP dated 12.06.2018 No. 375).

Subparagraph of the Order	Guaranteed standard		Amount of compensation to consumers, UAH			Periodicity of provision
			domestic	non-domestic
			domestic	small non-domestic	others
Subparagraph 1 of clause 3.3 of chapter 3	Providing data on electricity consumption	5 works days	100	200	400	one time
Subitem 2 of clause 3.3 of chapter 3	Consideration of appeals/complaints/claims of consumers	30 days	200	400	600	one time
Subitem 2 of clause 3.3 of chapter 3	Consideration of appeals/complaints/claims of consumers, if during consideration of the appeal it is necessary to carry out a technical inspection or carry out an examination of the accounting instrument	45 days	200	400	600	one time
Subparagraph 3 of paragraph 3.3 of chapter 3	Consideration of consumer appeals regarding verification of the correctness of the payment invoice	5 works days	100	200	400	one time
Subitem 4 of clause 3.3 of chapter 3	Accounting of the amount of appropriate compensation for non-compliance with the guaranteed quality standards for the provision of OSR services in the final bill of the consumer for electricity	30 days	100	200	400	one time