Management of the Hungarian Energy Office - Magyar Energia Hivatal

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hungarian energy office Service quality With regard to the resolution of HEO issued for the distribution licensees on 1 January 2004 and amended in April 2005, concerning the ‘determination of the minimum quality requirements of natural gas distribution, and the expected quality level of supply’, HEO issued 5 amendments to the resolution for the fi ve licensees having the largest customer base. New resolutions were issued for 3 licensees with smaller client bases as well. The new and the modifi ed resolutions set the required values of the operational reliability indicators for the years 2009 and 2010. Instead of issuing resolutions concerning the ‘determination of the minimum quality requirements of natural gas distribution, and the expected quality level of supply’, HEO issued a total of 9 supply quality resolutions on client service in 2009 for distribution licensees and universal service licensees. The resolutions – in line with the directives that have already worked out in the electricity industry – defi ne requirements on personal, written, and phone-based customer relations. Requirements can be classifi ed in three groups depending on what consequences are drawn if they failed to be fulfi lled. The fi rst group includes the minimum quality requirements that – if not observed – lead to the imposition of fi nes. The second group contains indicators in accordance with the statutory provisions, and characteristic for the activities of the licensee, defi ning expected quality levels of supply. The third group contains the monitoring-type indicators, which provide information for HEO for the future fi ne-tuning of the regulation. The maximum amount of fi ne to be imposed if requirements are not fi lfi lled may be HUF 50 million, or HUF 100 million depending on the extent of discrepancy. In 2009, HEO prepared for the fourteenth time the study measuring the satisfaction of the customers with distribution licensees and universal service (public utility supply) licensees. In the course of collecting the data, the opinion of 7400 household consumers and 2400 industrial customers was surveyed. The methodology of the survey was identical with the procedure applied in 2008, thus the results obtained can also be compared numerically, directly. The transformation of the licensees – although the content and the method is the same – required HEO to issue 5 new resolutions in order to establish the base of the survey. The aggregated results suggest that 2009 did not bring any signifi cant changes relative to the trends perceived so far. The customers’ priorities are still the uninterrupted supply and the precise consumption metering from among the activities of the distribution annual report 2009 | 40 licensees. The majority of customers were satisfi ed with these services in 2009 as well. With regard to the responsibilities of the universal service licensee, the quick and professional administration at client services, understandable bills and the availability of complaint possibilities were considered important by customers. Similarly to the previous year, the satisfaction values of understandability of bills, complaint management and the availability of call centres lagged behind the expected values. Interruptions The consumers expect continuous supply, i.e. a uninterrupted availability of natural gas. Pipelined natural gas supply are certainly accompanied by various coincidental or planned or otherwise caused interruptions. Interruptions can be caused by breakdowns on the one hand, and by maintenance or other reconstruction works, on the other hand. The quality of the physical process of pipeplined natural gas supply can be assessed and demonstrated by the cause, time and duration of interruptions. The development of the number of interruptions is depicted in Figure 11 based on the data of Table 16. The Figure shows that the consumers were affected by the interruptions to an increasing-decreasing extent. The proportion and absolute number of the outages where the suppliers were directly responsible increased in the fi rst half of the period, Description/year 2000 2001 2002 2003 2004 2005 2006 2007 2008 Number of events causing interruption 2 862 3 138 3 924 2 802 2 103 2 049 2 368 1 666 1 410 Within which: interruptions due to breakdown Number of interruptions 2 532 2 604 2 988 2 424 1 786 1 848 1 953 1 440 1 173 with direct responsibility of suppliers 1 473 1 312 1 607 1 090 989 853 847 705 760 Within which: breakdowns with direct responsibility of suppliers 4500 4000 3500 3000 2500 2000 1500 1000 500 0 Table 16 Frequency of breakdowns 1 222 894 933 731 743 738 707 574 614 2000 2001 2002 2003 2004 2005 2006 2007 2008 Number of events causing interruptions Number of interruptions with direct responsibility of suppliers Thereof the number of breakdowns with direct responsibility of suppliers Figure 11 Quantitative data of the events causing interruptions in natural gas supply between 2000 and 2008 [pcs/year]
afterwards it continuously decreased. The Figure also shows the frequency of the breakdowns causing interruptions, which is constantly lower than the total frequency of interruptions. The physical process of the pipelined natural gas supply is labelled by the specifi c indices calculated as the number of events and the duration of consequent interruptions per 1000 consumers. Figures 12 and 13 show the frequency and the duration of interruptions at a national level. The specifi c number and duration of the interruptions for the total of interruptions are fl uctuating in the observed period, while the events with direct responsibility of the suppliers have a smaller proportion and show a continuous improvement. Customer complaints 1.400 1.200 1.000 0.800 0.600 0.400 0.200 0 Total interruptions The division of competencies between HEO and the Hungarian Authority for Consumer Protection, which has been effective in the electricity sector since 1 January 2008, took place in the natural gas sector on 1 July 2009. Consequently, in the fi rst half of 2009, it fell under the competency of HEO to judge all customer complaints regarding natural gas distribution licensees and public utility service licensees, independently from the nature of the complaint and of the customer. In the second half of 2009, 5.00 however, the management of customer 4.50 complaints concerning settlement, 4.00 invoicing, payment, metering, suspension or disconnection of natural 3.50 gas supply due to payment delays, 3.00 and reconnection after the payment of 2.50 liabilities fell under the competency of 2.00 the Hungarian Authority for Consumer Protection. 1.50 1.00 annual report 2009 2000 2001 2002 2003 2004 2005 2006 2007 2008 Interruptions with direct responsibility of the supplier Interruptions with direct responsibility of the supplier, due to breakdowns Figure 12 Number of the events causing natural gas interruptions per 1000 consumers between 2000 and 2008 [pcs/1000 consumers/year] A 23% decrease in customer complaints enabled HEO to intensify its supervising activity. In 2009, the investigated areas were the following: registration of the necessary modifi cations in the registries after the change of customers or after the authenticity meter replacement, and consequently billing due to delayed registration, the content of the information provided to the customers who wish to exit district heat supply, the process of suspension of collection applied during the procedure of investigations of complaints, and the The number of consumer complaints 0.50 received by HEO in 2009 remained almost unchanged following a decrease 0.00 2000 2001 2002 2003 2004 2005 2006 2007 2008 of 41.35% in 2008. The number of Total interruptions complaints grew from 1841 to 1877, Interruptions with direct responsibility of the supplier which correspond to an increase below Interruptions with direct responsibility of the supplier, due to breakdowns 2%. On the basis of distribution of Figure 13 Duration of the events causing natural gas interruptions per 1000 consumers cases detailed in chapter ‘Regulation and operation of the electricity mar- between 2000 and 2008 [hours/1000 consumers/year] ket’ and Subchapter ‘Public service obligation and consumer advance bills issued due to the switching of traders. For some protection’, 489 of the complaints affected licensees from the of the investigations, the evaluation of the data, information natural gas industry. HEO launched supervisiory prodecures received is still in progress. During the investigations for each complaint, and made the relevant resolutions in each closed by resolution, HEO did not fi nd any defi ciencies of case. On the basis of the resolutions 46% of the complaints such magnitude that would have justifi ed the imposition of concerning distribution licensees (mostly concerning breach fi nes. HEO has in several occasions imposed obligations of contract), and 31% of the complaints concerning universal on the licensees affected by the investigation including the service suppliers (mostly concerning billing issues) were transformation of workfl ows and the modifi cation of the justifi ed on the side of the customer. contents of the applied fi ll-in forms. annual report 2009 | 41
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 28 and 29: hungarian energy office In 2009, fo
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 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

Management of the Hungarian Energy Office - Magyar Energia Hivatal

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