This document addresses the relevant elements of energy service provided by energy suppliers to users. It envisages energy service as including two broad categories:<\/p>\n
energy supply\/generation and distribution;<\/p>\n<\/li>\n
advice on and improvement to energy efficiency.<\/p>\n<\/li>\n<\/ul>\n
This document provides best practice guidelines for energy service providers in order to continually improve their practices and quality of interaction with users.<\/p>\n
The following are within the scope of this document:<\/p>\n
definition of a language common to the different stakeholders;<\/p>\n<\/li>\n
definition of key components and characteristics of the energy service to users, with respect to their needs and expectations;<\/p>\n<\/li>\n
guidelines for satisfying users\u2019 needs and expectations;<\/p>\n<\/li>\n
assessment criteria for energy service to users;<\/p>\n<\/li>\n
introduction to performance indicators;<\/p>\n<\/li>\n
examples of performance indicators;<\/p>\n<\/li>\n
performance improvement;<\/p>\n<\/li>\n
education or training for users to understand the energy service provided by the energy service providers.<\/p>\n<\/li>\n<\/ul>\n
The following are outside the scope of this document:<\/p>\n
topics relating to individual energy service, such as energy efficiency service provided to individual users of energy or services provided by energy service companies (ESCOs);<\/p>\n<\/li>\n
methods of design and construction of energy production, transmission and distribution systems;<\/p>\n<\/li>\n
management structure and methodology of operation and management of activities relating to energy services, including contracting with other energy service providers;<\/p>\n<\/li>\n
topics relating to energy services in systems inside buildings.<\/p>\n<\/li>\n<\/ul>\n
| PDF Pages<\/th>\n | PDF Title<\/th>\n<\/tr>\n | ||||||
|---|---|---|---|---|---|---|---|
| 2<\/td>\n | National foreword <\/td>\n<\/tr>\n | ||||||
| 7<\/td>\n | Foreword <\/td>\n<\/tr>\n | ||||||
| 8<\/td>\n | Introduction <\/td>\n<\/tr>\n | ||||||
| 11<\/td>\n | 1 Scope 2 Normative references 3 Terms and definitions <\/td>\n<\/tr>\n | ||||||
| 20<\/td>\n | 4 Components of the energy service relating to users\u2019 needs and expectations 4.1 General <\/td>\n<\/tr>\n | ||||||
| 21<\/td>\n | 4.2 Access to energy service <\/td>\n<\/tr>\n | ||||||
| 22<\/td>\n | 4.3 Provision of energy service 4.3.1 Time to establish new service provisions 4.3.2 Maintenance and repairs <\/td>\n<\/tr>\n | ||||||
| 23<\/td>\n | 4.3.3 Price of energy service 4.3.4 Quality and quantity of overall energy supply <\/td>\n<\/tr>\n | ||||||
| 24<\/td>\n | 4.3.5 Continuity of energy supply 4.3.6 Coverage and availability of energy services 4.3.7 Withdrawal or interruption of energy services 4.4 Energy efficiency services 4.4.1 General <\/td>\n<\/tr>\n | ||||||
| 25<\/td>\n | 4.4.2 Energy efficiency services to the user 4.4.3 Energy efficiency services in the market 4.5 Clean renewable energy services 4.6 Contract management and billing 4.6.1 Availability of a clear service agreement <\/td>\n<\/tr>\n | ||||||
| 26<\/td>\n | 4.6.2 Accuracy of billing 4.6.3 Clarity of billing 4.6.4 Response to billing complaints <\/td>\n<\/tr>\n | ||||||
| 27<\/td>\n | 4.6.5 Methods of payment 4.7 Promoting a good relationship with the users 4.7.1 General 4.7.2 Availability of service information <\/td>\n<\/tr>\n | ||||||
| 28<\/td>\n | 4.7.3 Contacts with users <\/td>\n<\/tr>\n | ||||||
| 29<\/td>\n | 4.7.4 Complaints and requests 4.7.5 Consumers in vulnerable circumstances 4.7.6 Notification of restrictions and interruptions 4.7.7 Community activities <\/td>\n<\/tr>\n | ||||||
| 30<\/td>\n | 4.7.8 Participation of users 4.8 Protection of the environment 4.8.1 General 4.8.2 Sustainable use of natural resources 4.8.3 Environmental impact <\/td>\n<\/tr>\n | ||||||
| 31<\/td>\n | 4.9 Safety and emergency management 5 Assessment criteria for energy service to users 5.1 General <\/td>\n<\/tr>\n | ||||||
| 32<\/td>\n | 5.2 Access to energy service 5.3 Provision of energy service 5.3.1 Time to establish new service provisions 5.3.2 Repairs <\/td>\n<\/tr>\n | ||||||
| 33<\/td>\n | 5.3.3 Price of service 5.3.4 Quality and quantity of energy service 5.3.5 Continuity of energy supply 5.3.6 Coverage and availability of energy service <\/td>\n<\/tr>\n | ||||||
| 34<\/td>\n | 5.4 Energy Efficiency services 5.4.1 External conditions pertaining to energy efficiency services 5.4.2 Information on efficiency provided to the energy services user by the energy service provider 5.4.3 Incentives for efficiency provided to the energy services user by the energy services provider 5.5 Clean renewable energy services 5.5.1 External conditions pertaining to on-site generation and grid <\/td>\n<\/tr>\n | ||||||
| 35<\/td>\n | 5.5.2 Energy service provider actions pertaining to on-site generation and grid 5.6 Contract management and billing 5.6.1 Availability of a clear service agreement 5.6.2 Accuracy of billing 5.6.3 Clarity of billing <\/td>\n<\/tr>\n | ||||||
| 36<\/td>\n | 5.6.4 Methods of payment 5.7 Promoting a good relationship with users 5.7.1 General 5.7.2 Contact with users 5.7.3 Visits to the user <\/td>\n<\/tr>\n | ||||||
| 37<\/td>\n | 5.7.4 Response to complaints and requests 5.7.5 Notification of restrictions and interruptions 5.7.6 Availability of service information 5.7.7 Community activities 5.7.8 Participation of the users <\/td>\n<\/tr>\n | ||||||
| 38<\/td>\n | 5.8 Protection of the environment 5.8.1 Sustainable use of natural resources 5.8.2 Environmental impact 5.8.3 Safety and emergency management <\/td>\n<\/tr>\n | ||||||
| 39<\/td>\n | 6 Assessment of energy service 6.1 General 6.2 Assessment policy <\/td>\n<\/tr>\n | ||||||
| 40<\/td>\n | 6.3 Objective and scope of an assessment 6.4 Parties involved in an assessment 6.5 Methodology of assessment <\/td>\n<\/tr>\n | ||||||
| 41<\/td>\n | 6.6 Service assessment criteria 6.7 Resources to conduct the assessment 6.8 Production of output and recommendations for its use 7 Performance indicators 7.1 General <\/td>\n<\/tr>\n | ||||||
| 42<\/td>\n | 7.2 Performance indicator systems 7.2.1 General 7.2.2 Performance indicators <\/td>\n<\/tr>\n | ||||||
| 43<\/td>\n | 7.2.3 Variables 7.2.4 Context information <\/td>\n<\/tr>\n | ||||||
| 44<\/td>\n | 7.3 Quality of the information 7.4 Example of a performance indicator 8 Performance improvement 8.1 General 8.2 Performance measurements and monitoring <\/td>\n<\/tr>\n | ||||||
| 45<\/td>\n | 8.3 Testing and exercises 8.4 Keeping the performance indicator system up to date <\/td>\n<\/tr>\n | ||||||
| 46<\/td>\n | 8.5 Performance system audits and assessment <\/td>\n<\/tr>\n | ||||||
| 47<\/td>\n | Annex\u00a0A (informative) Further guidance on energy service assessment <\/td>\n<\/tr>\n | ||||||
| 51<\/td>\n | Bibliography <\/td>\n<\/tr>\n<\/table>\n","protected":false},"excerpt":{"rendered":" Energy services. Guidelines for the assessment and improvement of the energy service to users<\/b><\/p>\n |