Service measures refresh

It is important that our service measures are simple, meaningful and reflect outcomes that are valued by customers and consumers. To ensure we are headed in the right direction we engaged with customers and other stakeholders to further understand what is important to them.

In May 2022 we released a paper outlining the history of our service measures and sought feedback on proposed changes to those measures for RCP4, and beyond.

Further engagement on service measures was undertaken throughout the remainder of 2022 with more detail about the specific changes proposed to the measures, indicative targets, caps, collars, quality standards, and incentives. During 2023, we finalised the measures and targets, taking the feedback we received into account. On 21 November 2023 we submitted our RCP4 proposal to the Commission, including the proposed measures and targets for the period.