Energy market’s regulatory body, ANRE, introduced a new system of classification of electricity and natural gas suppliers according to the degree of compliance with quality indicators and imposed the automatic payment of compensation to all customers affected by interruptions.
Thus, the new Performance Standard for the supply business is based on new quality indicators and establishes new ways of reporting on quality and performance.
ANRE has established 11 quality indicators for the activity of electricity and natural gas supply, taking into account the response times to various requests and new guaranteed deadlines.
Customers are entitled to compensation of 100 lei, to which is added 50 lei for each day of delay, in case of delayed response times (except for the answer in the Call Center);
A new quarterly evaluation will be carried out ”by ANRE, based on suppliers’ reports, of the activity carried out by the electricity/ natural gas supplier, respectively by a scoring system established according to the degree of compliance with the guaranteed levels of quality indicators.”
Thus, “for a degree of compliance between 95% – 100%, 5 points are awarded, for a degree of compliance between 85% – 94.99%, 4 points are awarded, for a degree of compliance between 75% – 84.99%, 3 points are awarded, for a degree of compliance between 50% – 74.99%, 2 points are awarded, and for a degree of compliance between 0% – 49.99%, 1 point is awarded.”
Additionally, for non-compliance with the regulations in force, the supplier is sanctioned according to the provisions of the Law on electricity and natural gas no. 123/2012, with subsequent amendments and completions, with a fine from RON 10,000 to RON 200,000, is also shown in the ANRE press release.