Guaranteed Standards are minimum service level agreements between the OUR and the utility companies to ensure value to customers.

A breach of a Guaranteed Standard results in a compensatory payment to the affected customer/account.

Breaches may attract automatic compensation by the utility provider or a claim submission by the affected customer.

Guaranteed Standards Claim Forms MUST be submitted directly to the relevant utility company for processing.

 

Overall Standards are performance measures that drive the general delivery of service by the company to consumers.

The OUR sets performance targets that the utility company is expected to meet over a specified period, usually over the life of the company’s tariff.