Continuity of Service

Continuity of Service
Power Quality

In compliance with the Quality of Service Regulation, E-REDES measures various indicators that characterise the continuity of service of the distribution networks, for the different voltage levels.

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CLASSIFICATION OF INTERRUPTIONS
Regarding duration:

Momentary interruption - Interruption lasting less than one second;

Short interruption - Interruption lasting between one second and three minutes;

Long interruption - Interruption lasting more than three minutes.

CLASSIFICATION OF INTERRUPTIONS
Regarding type:

Planned interruptions - Interruptions in which customers are informed with the minimum advance notice established in the Commercial Relations Regulations (RRC);

Accidental interruptions - Interruptions not expected which the network operator couldn’t not notify in advance.

CLASSIFICATION OF INTERRUPTIONS
Regarding cause:
  • Acts of God or force majeure;
  • Reasons of public interest;
  • Service reasons;
  • Safety reasons;
  • Fact attributable to operators of other networks or installations;
  • Fact attributable to the customer;
  • Agreement with the customer;
  • Accidental causes of the network operator.

General service continuity indicators

E-REDES characterises the continuity of service of its distribution network by means of the following general indicators relating to delivery points to consumer installations:

  • For high voltage networks: SAIFI HV, SAIDI HV and MAIFI HV.
  • For medium voltage networks: TIEPI MV, SAIFI MV, SAIDI MV, END and MAIFI MV.
  • For low voltage networks: SAIFI LV and SAIDI LV.
SAIFI
High, medium and low voltage
Average frequency of long interruptions at distribution network delivery points (acronym adopted internationally from the English-language name for the System Average Interruption Frequency Index indicator).
SAIDI
High, medium and low voltage
Average duration of long interruptions at distribution network delivery points (acronym adopted internationally from the English-language name for the System Average Interruption Duration Index indicator).
MAIFI
High and medium voltage
Average frequency of short interruptions at distribution network delivery points (acronym adopted internationally from the English-language name for the Momentary Average Interruption Frequency Index indicator).
TIEPI
Medium voltage
Equivalent interruption time, referring to long interruptions, of the power installed in the Medium Voltage network.
END
Medium voltage
Electricity not distributed to delivery points due to long outages.
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GENERAL INDICATORS

The Quality of Service Regulation defines standards by quality of service zone for some of the general indicators, described in the following table:

Individual service continuity indicators


In order to characterise the continuity of service provided to the customer, E-REDES uses individual indicators for the different voltage levels. The distribution network operator must determine, for each calendar year and for all delivery points:

  • Number of interruptions;
  • Total duration of interruptions, in minutes.
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INDIVIDUAL INDICATORS

See the image below for the individual continuity of service indicators for high voltage (HV), medium voltage (MV) and low voltage (LV) customers, and their respective standards, by quality of service zone. Failure to comply with individual quality of service standards entitles the affected customer to compensation.

Quality of service zones

The quality of service standards to be observed by the distribution network operator may vary according to the quality of service zones. For the application of the Quality of Service Regulation in mainland Portugal, the following classification of quality of service zones is defined:

Zone A
District capitals and towns with more than 25,000 customers.
Zone B
Towns between 2,500 and 25,000 customers.
Zone C
The remaining locations.
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Other topics and related documentation

General Indicators
Compensation