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Obligations of the MAP to Customers

1. Periodic inspection of meters to ensure integrity and reading accuracy. Where required, the MAP  hall arrange for the testing and calibration of customer meters in line with the provisions of the metering code.

2. The MAP shall repair or replace faulty meters within two (2) working days of being notified of such faults.

3. Where a MAP fails to repair or replace a meter within two (2) working days of a report by the customer or Distribution Licensee, the customer shall not be liable for the payment of metering service charge for the billing period unless such delays were as a result of inaccessibility to the customer's premises.

4. In the event of a prolonged delay in repairing or replacing a defective meter asset, the Distribution Licensee and MAP shall agree on an appropriate compensation to the Distribution Licensee for loss of revenue.

5. The MAP shall perform its obligation to customers according to service standards set out in a Service Level Agreement (SLA) with the Distribution Licensee.

Rights of the Customers

1. All customers are eligible for the installation of an appropriate meter to accurately determine energy consumption and to provide for energy accounting.

2. In line with the provisions of the Metering Code, a customer's meter shall be repaired or replaced by the MAP within two (2) working days.

3. A customer meter shall be repaired or replaced at no additional cost within the amortization period of the asset unless the damage was as a result of the wilful action of the customer. Where there is a dispute on the responsibility for the damage of a meter asset, the customer has a right to fair resolution in line with the Metering Code and other applicable Regulations and the MAP shall provide a meter pending the resolution of the dispute.

4. Where it is established that the customer wilfully damaged a meter, the MAP shall replace the meter based on an upfront payment by the customer or other mutually agreed terms of payment.

5. Where the MAP is unable to provide a replacement meter within a billing period, an average of the last three (3) months billing/vending shall be applied for the purpose of determining customer's energy consumption.

6. Where a customer relocates within the franchise area, the customer shall apply to the Distribution Licensee for the transfer of services including applicable credits for energy.

customer rights and obligations

Obligations of the Customers

1. The Customer shall provide access for the provision of meters for their premises in line with the installation requirements of the Distribution Licensee. A customer shall be denied service by a Distribution Licensee on account of refusal to allow for the installation of a meter by a MAP.

2. The Customer shall ensure the safety of the meter and shall not tamper with or remove it, nor permit access thereto except by duly authorized staff of agents of the MAP or Distribution Licensee.

3. Upon the installation of a meter by a MAP, the Customer has on obligation to pay for metering service charge through the Distribution Licensee at the time of payment for energy unless financed upfront in full by the Customer. The payment for metering service charge by the Customer to the MAP shall cease upon full amortization of the meter asset over its technical life assumed in the procurement process for the MAP.

4. Where a Customer fails to pay for metering service charge in any given month or months, the cumulative metering service charge shall be deducted upon the subsequent payment.

5. In line with guidelines for asset enumeration by Distribution Licensees, customers meters are associated with feeders and distribution transformers and shall not be moved by customers.

Customer Financing of Meters

1. Where a Customer elects to pay for a meter asset upfront under this Regulations, such a Customer shall not be liable for the payment of metering service charge through the Distribution Licensee.

2. The amount payable to the MAP by a Customer electing to pay upfront shall be the efficient cost of the meter asset and its installation cost as determined by the procurement process for the MAP conducted by the Distribution Licensee.

3. The MAP shall install the meter at the premises of the Customer within ten (10) working days of the receipt of full payment by the Customer. The authorization by the Distribution Licensee to pay for the meter shall only be issued after certifying the readiness of the premises for a safe and secure installation of the meter asset.

Metering Service Agreement

1. The Distribution Licensee and the MAP shall enter into a Metering Service Agreement which shall provide for:

A) The number of meters to be installed by the MAP in the Distribution Licensee's network over an agreed period.

B) Recovery of the Cost of Meter Asset plus a reasonable return over a period of 10 years.

C) An acceptable form of securitization of the metering service charge and timely payments to the MAP.

D) Indexation provision over the tenure of the MSA to address variability in applicable macro-economic indices.

E) Meter specifications.

F) Any other provisions agreed by the parties.

2. Service Level Agreements between Parties

A) The Distribution Licensee and the MAP shall enter into Service Level Agreements specifying the following standards and responsibilities:

I) Timeframe for meter installation.

II) Minimum installation standards.

III) Maintenance.

IV) Periodic Meter Reading.

V) Meter replacements.

VI) Protection against unauthorized access/tampering.

VII) Key Performance Indicators.

VIII) Data management and exchange of information.

IX) Compensation for meter bypass and tampering by agents of the MAP.

X) Any other service standard

DOCUMENT CONTENT AS ISSUED BY NERC

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