We have developed new measures and targets for service performance based on what matters to our customers and end-consumers.
On 2 December 2013 we submitted a finalised proposal for customer-facing performance measures to the Commerce Commission. These measures will be considered as part of the Commission’s review of our proposed expenditure for our next regulatory period (RCP2).
A major part of the development of the new measures and targets has been a series of consultations with our customers.
We published our initial proposal at the end of October 2012 and invited customers and their representatives to provide feedback.
In March 2013 we published a revised proposal and a separate paper that summarised customer feedback and our response. We asked for further feedback on the revised proposal, and specific feedback on the targets and the categorisation of customer points of service.
On 12 July 2013 we held a teleconference with customers to outline progress on our performance measures and to invite feedback, particularly on two aspects: the availability measures and our proposed revenue-linked incentive regime.
Power quality reporting industry working group
A number of customers provided feedback on our October consultation on power quality issues, particularly voltage sags, and on momentary interruptions. These are important issues for some customers. As a result, we are establishing a power quality reporting industry working group. We expect this group to meet four times over the course of the next 12 months to progress work in this area.
|December 2013 finalised proposal|
|Service Performance Measures [ pdf 1.31 MB ]|
|September 2013 consultation|
|September 2013 note on HVAC availability and outage overruns measures [ pdf 384.01 KB ]|
|September 2013 consultation feedback|
|Carter Holt Harvey Pulp and Paper [ pdf 271.21 KB ]|
|Mighty River Power [ pdf 185.15 KB ]|
|Nova Energy [ pdf 179.54 KB ]|
|July 2013 consultation feedback|
|Feedback summary [ pdf 363.39 KB ]|
|July 2013 consultation document|
|Performance measures presentation [ pdf 901.26 KB ]|
|Summary of customer feedback on March 2013 revised proposal [ pdf 243.3 KB ]|
|March 2013 consultation feedback|
|Feedback summary [ pdf 243.3 KB ]|
|Carter Holt Harvey Pulp and Paper [ pdf 268.98 KB ]|
|Fonterra [ pdf 644.48 KB ]|
|Major Electricity Users Group [ pdf 43.48 KB ]|
|Mighty River Power [ pdf 109.62 KB ]|
|Orion [ pdf 338.6 KB ]|
|Powerco [ pdf 402.32 KB ]|
|PowerNet [ pdf 228.52 KB ]|
|March 2013 consultation publications|
|Revised proposal [ pdf 347.27 KB ]|
|Feedback summary and response document [ pdf 386.93 KB ]|
|Spreadsheet of categories and targets [ xlsx 44.68 KB ]|
|December 2012 consultation feedback|
|Carter Holt Harvey Pulp and Paper [ pdf 212.75 KB ]|
|Eastland Network [ pdf 65.13 KB ]|
|Genesis Energy [ pdf 150.05 KB ]|
|Horizon Energy [ pdf 97.14 KB ]|
|Major Electricity Users Group [ pdf 43.62 KB ]|
|Meridian Energy [ pdf 166.28 KB ]|
|Mighty River Power [ pdf 128.37 KB ]|
|New Zealand Steel [ pdf 277.64 KB ]|
|Northpower [ pdf 373.92 KB ]|
|Powerco [ pdf 190.73 KB ]|
|Top Energy [ pdf 62.37 KB ]|
|Vector [ pdf 156.12 KB ]|
|WEL Networks [ pdf 59.83 KB ]|
|October 2012 consultation publications|
|Consultation document [ pdf 581.3 KB ]|
|Feedback form [ docx 281.85 KB ]|
|Performance measures presentation [ pdf 857.04 KB ]|
|Information on categories and historic performance [ xlsx 42.69 KB ]|