Indicators of the quality of electricity supply services, the procedure and amount of compensation for non-compliance with electricity supply quality indicators are defined by NEURC Resolution No. 375 dated 12.06.2018 "On Approval of the Procedure for Ensuring Electricity Supply Quality Standards and Providing Compensation to Consumers for Their Non-Compliance".

1. Quality indicators (standards)

1.1. General service quality indicators (standards):

1) call center service level within 30 seconds (percentage of calls connected to a call center operator within 30 seconds) in the reporting year - at least 75%;

2) percentage of lost call center calls (excluding calls lost in the voice self-service menu) in the reporting year - no more than 10%.

1.2. Guaranteed service quality indicators (standards):

1) providing electricity consumption data within 5 working days from the date of receipt of the consumer's request;

2) consideration of consumers' appeals/complaints/claims from the date of receipt of the consumer's appeal/complaint/claim:

• within 30 days;

• within 45 days if a technical check or an expert examination of the metering device is necessary during the consideration of the appeal.

3) consideration of consumers' appeals regarding the verification of the correctness of the invoice within 5 working days from the date of receipt of the appeal;

4) including the amount of the relevant compensation for non-compliance with the guaranteed quality standards of DSO services in the consumer's final electricity bill (if, according to the supplier's commercial offer, the payment for distribution services is provided by the supplier) within 30 days from the date of receiving notification from the DSO regarding the compensation payment.

2. Procedure for compensation for non-compliance with electricity supply quality indicators

2.1. The electricity supplier provides compensation to the consumer for non-compliance with guaranteed service quality standards by including the relevant compensation amount in the bill for consumed electricity within no more than 45 days from the date of non-compliance with the guaranteed service quality standard.

2.2. The electricity supplier independently determines the fact of non-compliance with guaranteed electricity supply quality standards, identifies the consumer(s) to whom compensation should be provided, and provides such compensation without any additional application from the consumer.

2.3. If, according to the electricity supplier's commercial offer, the payment for electricity distribution services is provided by the supplier:

1) The DSO notifies the electricity supplier providing energy to the relevant consumer regarding:

- consumer identification data;

- guaranteed service quality standards that were not met;

- the date of non-compliance with the guaranteed service quality standard;

- the date of elimination of the cause of poor electricity quality;

- the amount of compensation and the final amount to be paid to the consumer, minus necessary tax amounts, if applicable.

2) the electricity supplier includes the amount of relevant compensation for non-compliance with the DSO's guaranteed service quality standards in the consumer's final electricity bill within no more than 30 days from the date of receiving notification from the DSO regarding the compensation payment;

3) the electricity supplier reduces the payment for electricity distribution services to the DSO by the amount of compensation.

2.4. If the compensation amount exceeds the amount of the electricity supply bill, the supplier includes the unpaid compensation amount in the calculations for future periods.

In case of the consumer's debt for consumed electricity, compensation may be provided as a reduction of the debt.

2.5. If the electricity supplier fails to meet the requirements for the timing of providing compensation for non-compliance with guaranteed service quality standards, the amount of the relevant compensation shall be doubled and must be included in calculations with the consumer in the nearest billing period.

2.6. If the electricity supplier fails to provide compensation for non-compliance with guaranteed electricity supply quality standards, the consumer has the right to independently apply to the electricity supplier with an application in the prescribed form. In case of an unjustified refusal to provide compensation or leaving the application without consideration, the consumer has the right to appeal to the NEURC.

2.7. In case of non-payment of compensation by the electricity supplier for non-compliance with guaranteed electricity supply quality standards, the NEURC, taking into account reporting data and the results of scheduled or unscheduled inspections of the supplier's compliance with licensing conditions, shall decide to impose a fine in the amount determined by the Law of Ukraine "On the Electricity Market".

2.8. Provision of compensation for non-compliance with guaranteed electricity supply quality standards does not deprive the consumer of the right to demand from the electricity supplier compensation for losses caused as a result of the supplier's non-compliance with electricity supply quality indicators.

2.9. The electricity supplier, by agreement with the consumer, may provide compensation in another way, including by direct payment to the consumer.

3. Exemption of the electricity supplier from the obligation to provide compensation

3.1. Compensation for non-compliance with guaranteed service quality standards by the electricity supplier is not provided in cases where:

1) the non-compliance with guaranteed service quality standards was caused by proven force majeure circumstances;

2) the consumer refuses in writing to receive the compensation.

3.2. In the case of proven actions or inaction of the consumer or third parties that led to a delay in providing services or performing work, the duration of such delay is not included in the duration of the service provision or work performance.

3.3. If non-compliance with the guaranteed standards of DSO service quality at the sub-consumer distribution point occurred as a result of the actions or inaction of the main consumer, the DSO has the right to demand compensation from the main consumer for damages arising from the DSO's obligations to provide compensation to the sub-consumer.

4. Informing consumers regarding compliance with general and guaranteed electricity supply quality standards

4.1. The electricity supplier is obliged to inform the consumer about the provision of compensation by indicating it in the electricity bill or in the consumer's "personal account" (if available) on the supplier's official website, or by a letter on the official letterhead before the end of the billing period in which the compensation is accrued.

4.2. Information regarding general and guaranteed electricity supply quality standards, compensation amounts, and the procedure for their provision is published on the electricity supplier's website.

4.3. The electricity supplier maintains a register of compensation provided to consumers in the prescribed form.

5. Amounts of compensation for non-compliance with electricity supply quality indicators