Management of the Hungarian Energy Office - Magyar Energia Hivatal

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hungarian energy office In 2009, following a fi ne of 50 million HUF imposed by HEO in 2008, HEO imposed another fi ne of 60 million HUF on E.ON Észak-Dunántúli Áramhálózati Zrt., because the average duration of interruptions was more than 40% worse than the national average despite the fact that HEO ignored in its evaluation the effects of outages due to the extreme weather conditions. One of the most important elements of the monitoring system established by HEO in order to detect voltage quality is the ratio of customers supplied durably (for over 12 months) by irregular voltage. The fi gures of this index with regard to 2008 show that the values varied according to licensees from year to year in both size and direction. However, there are some companies that have not had any users supplied by irregular voltage even for several years. It is justifi ed to continue inspections in order to be able to shape a well-founded professional opinion. Reliability of electricity supply In 2008, the Electricity Act provided a possibility to HEO again to determine minimum quality requirements and expected service levels. These requirements and standards were calculated on a three-year basis with a view to mitigate the effects of extreme weather conditions. In its resolution, HEO requires annual improvement also with regard to three expected service level indices expressed in an annual percentage value relative to the performance of the previous year in addition to the minimum quality requirements on the indices serving as a base to fi nancial incentives on service levels to be provided by electricity distribution licensees. In June 2009, HEO assessed the level of the reliability of electricity supply in 2008. In its assessment available also on HEO’s homepage, HEO claimed with regard to national fi gures that one of the internationally accepted indices serving for the measuring of continuity of supply – System Average Interruption Frequency Index – defi nitely improved in 2008 to 1.61 interruption/user (after 1.90 in 2007). The other international index serving for measuring of the continuity of supply is the System Average Interruption Duration Index. Following an improving tendency from 2000 to 2005, this index stagnated in 2006 and 2007, which was followed by improvement again in 2008. The duration of interruptions per customer was 111 minutes in 2008 (following 139 in 2007), which matches the values of the international middle range. The duration of interruption projected to the number of users annual report 2009 | 28 improved in the case of each licensee in 2008. The outage index (non-supplied energy per supplied energy), which is one of the indices in the electricity sector that has been kept track of for the longest time, was characterised by an improving tendency for several years until 2005. The index worsened by 22% in total in 2006 and 2007, which was followed by a 20% improvement in 2008. Following a thorough analysis taking into account all conditions of each case, HEO gave an exemption from taking into account a part of breakdown events due to the weather conditions beyond design conditions. To sum it up, it can be stated that distribution licensees make large efforts to observe the annually increasing levels determined in the resolution of HEO. The detailed documentation of the annual evaluations can be found on the homepage of HEO. In 2009, HEO investigated data collections made by distribution licensees in relation with reliability of electricity supply, the documentation of planned and non-planned failures and data supply to HEO. In the course of the investigation, HEO found that licensees’ data supply is in compliance with the provisions specifi ed in the relevant decrees. Consumer complaints 2009 did not see any signifi cant changes in HEO’s complaint management. The Electricity Act divided the competence of complaint management amongst HEO and Nemzeti Fogyasztóvédelmi Hatóság (Hungarian Authority for Consumer Protection) on 1 January 2008. The Act failed to unambiguously regulate the mangement of several complaint types, which required the two authorities to have frequent discussions on competences in 2008. The amendment of the Electricity Act during 2009 (on 1 July 2009) ceased these uncertainties, and both HEO and Nemzeti Fogyasztóvédelmi Hatóság could unambiguously determine their cirlce of competence and the borders thereof, respectively. With a view to ensure the relevant knowledge required for the management of complaints of the electricity sector, HEO provided a regular and frequent support in the whole year to Nemzeti Fogyasztóvédelmi Hatóság. As a result of the division of authority specifi ed by the Electricity Act, the number of consumer notices received by HEO in 2009 essentially remained unchanged following a decrease of 41.35% in 2008. The number of complaints grew
from 1 841 to 1 877, which correspond to an increase below 2%. In 328 of 1 877 complaints, HEO did not have authority to proceed, so all of these complaints were transmitted to the Nemzeti Fogyasztóvédelmi Hatóság. Accordingly, HEO handled 1 549 notices in the end. From among these, 655 were not regarded as complaint. From among the total of 894 complaints, there were 405 that affected electricity licensees. This amount is higher by 74% than the fi gure in 2008. HEO launched supervisory procedures in the case of each complaint and made the relevant resolutions on each case. Based on the resolutions, 34% of the complaints on distribution licensees - mainly in the fi eld of breach of contract – and 38% of the resolutions on universal service suppliers - mainly in the fi eld of billing – could be qualifi ed justifi ed. In addition to the increase of the number of complaints on electricity licensees by 80%, HEO enhanced its supervising annual report 2009 activity. Within the framework of this activity in 2009, the inspected areas were the following: compliance of the content of bills with statutory provisions, service level of call centres, operation of automatic call answering systems, order of procedure for the management of contract breaching behaviours, compliance with statutory provisions on vulnerable customers, data supplies specifi ed in resolutions on service quality, registration and professional correctness of responds to documented requests and the establishment and operation of client service offi ces and local offi ces. In the course of the inspections closed by resolution, HEO did not fi nd any defi ciencies serious enough to impose a fi ne. However, HEO imposed various obligations on licensees including the transformation of workfl ows, provision for technical conditions and modifi cation of the content of fi ll-in forms in its 13 resolutions closing the inspections, which were issued in 2009. annual report 2009 | 29
Page 1 and 2: Hungarian Energy Office Report on t
Page 3 and 4: Dear Reader, The regulation of the
Page 5 and 6: Table of contents SUMMARY . . . . .
Page 7: Management of the Hungarian g Energ
Page 10 and 11: hungarian energy office The Gas Act
Page 12 and 13: hungarian energy office REGULATION
Page 14 and 15: hungarian energy office currently a
Page 16 and 17: hungarian energy office COMPETITION
Page 18 and 19: hungarian energy office (Table 4).
Page 20 and 21: hungarian energy office Small custo
Page 22 and 23: hungarian energy office • By Dece
Page 24 and 25: hungarian energy office High voltag
Page 26 and 27: hungarian energy office Trading mar
Page 32 and 33: hungarian energy office for natural
Page 34 and 35: hungarian energy office outages, wh
Page 36 and 37: hungarian energy office The dispatc
Page 38 and 39: hungarian energy office HUF/GJ 3 50
Page 40 and 41: hungarian energy office Service qua
Page 44 and 45: hungarian energy office ENERGY SAVI
Page 46 and 47: hungarian energy office energy mix
Page 48 and 49: hungarian energy office appropriati
Page 50 and 51: hungarian energy office GDP, Electr
Page 52 and 53: hungarian energy office Trend of Na
Page 54 and 55: hungarian energy office Development
Page 56 and 57: hungarian energy office 4. DATA ON
Page 58 and 59: hungarian energy office The Yearly
Page 60 and 61: hungarian energy office Data on Bre
Page 62 and 63: hungarian energy office Purchase of
Page 64 and 65: hungarian energy office 5. DATA ON
Page 66 and 67: hungarian energy office The Yearly
Page 68 and 69: hungarian energy office Summary Dat
Page 70 and 71: hungarian energy office Typical Ind
Page 72 and 73: hungarian energy office Residential
Page 74 and 75: hungarian energy office Regulated E
Page 76 and 77: Table 7.5 Natural Gas Tariffs Valid
Page 78 and 79:
hungarian energy office Natural Gas
Page 80 and 81:
hungarian energy office 3. Storage
Page 82 and 83:
hungarian energy office Govt. Decre
Page 84:
hungarian energy office DIRECTIVES
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Management of the Hungarian Energy Office - Magyar Energia Hivatal

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