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Service Charter
Service Charter
CEM is committed to provide reliable electricity service and excellent customer service, and continuously improve the efficiency and quality of service by the implementing the following service standards:
Service | Service Standard | Result in 2021 |
ASAI Average Service Availability Index | >99.99% |  |
CAIDI Customer Average Interruption Duration Index | 20 minutes | |
Supply Connection New applications for supply of electric energy performed within an agreed period of time, without the need of inspection of the respective installations | Within 4 workdays | |
Supply Reconnection Reconnection performed of electric energy disconnected, within an agreed number of working hours after the settlement of outstanding debt amounts | Within 4 hours | |
Bill Correction Bills corrected within an agreed period of time after the detection or the notification of the error | Within 3 workdays | |
Complaint Handling Justified commercial complaints replied, within an agreed period of time | Within 5 workdays | |
Appointment Time Schedule Appointments for inspection or works execution at customer installations, performed within agreed periods of time | Within 2 hours | |
Emergency Service Arrivals of the emergency services at the customers’ installations, within an agreed period of time, after receiving notification of the fault by the customer | Within 60 minutes | |
Supply Restoration Restoration within an agreed period of time, after receiving notification of the interruption by the Customer | Within 6 hours | |
Public Lighting Public lighting lamps repaired, within an agreed period of time, after receiving the notification by the Customers | Within 3 workdays | |