Quality
Technical Service Quality
We seek to ensure the continuity of the service and the quality of the electricity supplied to the customer, trying to match their needs and expectations.
E-REDES verifies the quality of the electricity supply in the distribution network, carrying out monitoring in accordance with the Quality of Service Regulation, using a set of indicators for this purpose.
It also ensures the application of a Biannual Monitoring Plan for a set of selected points of the distribution network. The selection of points takes into consideration a balanced geographical distribution, as well as the identification of customers as being more susceptible to voltage quality variations
E-REDES uses general and individual indicators to characterize the continuity of service.
Indicators
In compliance with the Quality of Service Regulation, E-REDES calculates several indicators that characterize the continuity of service of the distribution networks, for the different voltage levels.
Short interruption - Interruption lasting one second or more and less than or equal to three minutes;
Long break - Interruption lasting longer than three minutes.
Expected interruptions - Interruptions in which customers are informed with the minimum advance notice established in the Commercial Relations Regulation (RRC);
Accidental interruptions - Interruptions in which the network operator cannot previously assign a date for their occurrence.
Reasons of public interest;
Reasons of service;
Agreement with the customer;
Fact attributable to the customer;
Reasons for safety;
Cases fortuitous or force majeure;
Fact attributable to the operators of other networks or facilities;
Accidental causes peculiar to the network operator.
Indicadores individuais de continuidade de serviço
O operador de rede de distribuição deve determinar, em cada ano civil e para todos os pontos de entrega:
- Número de interrupções;
- Duração total das interrupções, em minutos.
E-REDES characterizes the continuity of service of the respective distribution grids through the following general indicators, relative to the delivery points to consumption facilities:
For high voltage (HV) grids: SAIFI HV, SAIDI HV, and MAIFI HV.
For Medium Voltage (MV) grids: TIEPI MV, SAIFI MV, SAIDI MV, END, and MAIFI MV.
For Low Voltage (LV) grids: SAIFI LV and SAIDI LV.
The Quality of Service Regulation defines standards per service quality zone, for some of the general indicators described in the image:
In order to characterize the continuity of service provided to the Customer, E-REDES uses individual indicators for the different voltage levels, namely the number of interruptions and total duration of interruptions.
The following table shows the individual continuity of service indicators for high voltage (HV), medium voltage (MV) and low voltage (LV) customers, and the respective standards, by quality of service area.
The power supply can be interrupted by the grid operator for the following reasons:
- Acts of God or force majeure.
- Public interest reasons.
- Service reasons.
- Security reasons.
- Fact attributable to the operators of other grids or facilities;
- Fact attributable to the customer;
- Agreement with the customer