477. Regulation of the Board of Management of E-Control on the quality of the network services (NetzdienstleistungsVO Strom 2012, END-VO 2012)

On the basis of § 19 Electricity Economic and Organization Act 2010-ElWOG 2010, BGBl. I n ° 110/2010, iVm § 7 para. 1 Energy-Control-Law-E-ControlG, BGBl. I No 110/2010 idF BGBl. I No 51/2012, shall be arranged:

Section 1

General

Subject-matter

§ 1. This Regulation sets standards for distribution system operators with regard to the safety, reliability and quality of the services to be provided to network users and other market participants, as well as indicators for the monitoring of the Compliance with these standards.

Definitions

§ 2. (1) For the purposes of this Regulation, the following definitions shall apply

1.		"disconnection" means a physical separation of the network connection of a network user as a result of an infringement of the network by the network user;
2.		"request" means a telephone or a written request from the network user to the distribution system operator for information;
3.		"duration of processing" means the period between the receipt of full information to the distribution system operator and the complete completion of the process;
4.		"complaint" means an objection addressed to the distribution system operator by the network user in relation to the network service;
5.		"network service" means the totality of the services to be provided under the contract concluded between the distribution system operator and the network user and other market participants;
6.		"regional exceptional events" means events which, according to experience, are not to be expected in a given region and which would also not be able to withstand interference-free conditions with sufficient care and which are operated by such care;
7.		"interruption of supply" means a random and/or fault-related (unplanned) or planned and/or operationally necessary (planned) interruption of the supply or the feed-in possibility of one or more network users.

(2) Furthermore, the definitions in accordance with § 7 (1) ElWOG 2010 shall apply.

(3) Person-related terms do not have gender-specific meaning. They must be applied to specific persons in their respective gender-specific form.

(4) Where reference is made in this Regulation to provisions of other federal laws or regulations, the provisions shall apply in their respective versions.

Section 2

Standards

Network access

§ 3. (1) The distribution system operator shall have a written estimate according to § 5 to the network user or to the authorised representative within fourteen days of the receipt of a complete written request for the defined scope of services. Consumer Protection Act, BGBl. No 140/1979, for the network provision charge on the basis of prices per unit of service and for the network access charge in accordance with the individual use on the basis of prices per work and/or work. Quantity unit to be transmitted. For network users who are to be connected to network levels 1 to 6, this period shall be extended to one month. Except in the case of a lump-sum in accordance with Section 54 (2) of the ElWOG 2010, the estimate shall include the essential components of the net entry fee to be paid.

(2) The distribution system operator shall respond to full written requests for access to the network within a reasonable period of fourteen days from the date of receipt of a specific proposal with a view to responding to the further procedure. For network users who are to be connected to network levels 1 to 6, this period shall be extended to one month. In both cases, he has in particular a contact person to name and inform about the expected processing duration of the production of the network connection or the increase of the connection power.

(3) In the event of the following minimum information, the application shall be considered to be complete:

1.		the name and address of the applicant; the authorized network access and address of the object to be connected;
2.		In the case of new plants to be set up, the situation plan (if necessary for the planning of the distribution system operator);
3.		Desired commencement of delivery or feeding;
4.		For network users with the exception of household customers: maximum power in kW, which corresponds to the actual capacity needs of the network user;
5.		In addition, in the case of network users of network levels 1 to 6, project plans and technical documentation, as requested by the distribution system operator;
6.		Number and location of the meter places (if known).

(4) If the information provided by the applicant is not sufficient for the reply by the distribution system operator, he/she shall request the further information required in writing immediately by the network user.

(5) If more extensive technical surveys are necessary for the processing of the requests and requests referred to in paragraphs 1 and 2 by the distribution system operator, the distribution system operator shall have at least one within the respective time limits referred to in those paragraphs. name and make a concrete proposal for further action.

(6) The distribution system operator shall, with the network user, agree in writing and comply with a reasonable and binding time limit for the implementation of the network access.

Network access

§ 4. The distribution system operator shall have the network user or the authorised representative for complete requests for access to the network within a reasonable period not exceeding fourteen days from the date of receipt of a specific proposal relating to the to reply in advance, in particular by indicating a contact person and the probable duration of the establishment of the network access.

(2) In the event of the following minimum particulars, the application shall be considered to be complete:

1.		the name and address of the applicant; the authorized network access and address of the installation to be connected;
2.		The desired commencement of delivery and supplier (if already known) or the desired start of the feed-in and the customer (if already known);
3.		For network users with the exception of household customers: maximum power in kW, which corresponds to the actual capacity needs of the network user;
4.		Type of network user: household, trade, agriculture, feed;
5.		In case of significant changes to the installation, the completion notification of a concessioned authority.

(3) If the information provided by the applicant is not sufficient for the reply by the distribution system operator, he/she shall request the further information required in writing immediately by the network user.

(4) At the latest after the installation of the installation by the distribution system operator, the latter shall immediately transmit the network access contract to the network user or to the authorised representative of the network.

(5) In the case of installations where there is no measuring device, the installation of a meter and, where applicable, the assignment of a standardised load profile upon presentation of a network access request and a proof of the existence of a upright electricity supply and/or -the acceptance contract shall be carried out within the following time limits:

1.		three working days after the completion of the new application in accordance with point 3.3.1 Annex to the Exchange Regulation Electricity 2012, BGBl. No. II 197/2012, for network users with standard load profile;
2.		Eight working days after the completion of the new application in accordance with point 3.3.1 Annex to the Exchange Regulation Electricity 2012, BGBl. No. II 197/2012, for network users to be measured with load profile counters;

(6) If a measuring device is present in the case of network users with a standard load profile, the distribution system operator shall put the plant into operation within two working days.

Network accounting

§ 5. (1) The distribution system operator shall have the deadlines in Section 12 (1) of the system usage fees regulation 2012, BGBl. No. II 440/2011.

(2) Where all the information required for the implementation is available, the distribution system operator shall, within two working days of the request of the network user, carry out an invoice correction in its billing system and the Network users shall submit the corrected invoice immediately.

(3) If the information for the processing of the request for invoice correction is not sufficient, the distribution system operator shall request the further information required immediately by the network user.

(4) After completion of the change of supplier or termination of the contractual relationship and after the data to be supplied by the network user for the preparation of the invoice, the distribution system operator shall have a final settlement within six weeks. , and to communicate immediately to the network user. The distribution system operator shall forward the bill for the use of the network to the previous supplier within three weeks, provided that the previous supplier also lays the bill for the use of the network.

Disconnection and recovery of network access

§ 6. (1) The distribution system operator shall be obliged to restore the network access to the network user at the latest on the next working day following the omission of the breach of the contract by the network user and on the condition of the knowledge of the network user. of the distribution system operator over the stock of an upright supply contract or after the assignment by the supplier and to carry out.

(2) The network user shall be provided by the distribution system operator with the possibility of cash payment of open claims and of any security or advance payment at least within the general business hours of the distribution system operator. . No charges may be charged to the network user for the use of the cash payment option.

(3) Disconnections of installations of household customers and small enterprises as a result of late payment may not be made on the last working day before weekends or public holidays.

Supply Disruptions

§ 7. (1) In the event of a planned supply disruption, the network users concerned shall be notified in a suitable manner by the distribution system operator at least five days before the start and shall be informed of the expected duration of the supply disruption. If agreement is reached on a planned supply interruption with the network user on a case-by-case basis, the notification may also be short-term.

(2) In the event of unplanned interruptions of supply, the distribution system operator shall immediately start and finish the work strictly necessary to rectify the supply, and the network users concerned shall be notified of the likely or likely situation of the supply system. to inform the actual duration of the supply interruption in an appropriate manner.

(3) In order to remedy unplanned supply disruptions occurring in the network of the distribution system operator and to take measures to eliminate hazards in technical installations within the framework of its legal obligations, the network operator shall have: 24-hour emergency service, which shall immediately take measures to protect the security or for the resumption of supply.

(4) The distribution system operator shall ensure that the network operation has a security of supply based on an average customer-weighted non-availability (SAIDI, System Average Interruption Duration Index) on a moving 3-year average of less than 170 minutes per year.

(5) The distribution system operator shall ensure that the network operation has a security of supply based on an average performance weighted non-availability (ASIDI, Average System Interruption Duration Index). on a moving 3-year average of less than 150 minutes per year.

Voltage quality

§ 8. The distribution system operator shall ensure, for each network user in its network area, the voltage quality at the transfer point in accordance with EN 50160.

Data transmission, provision and security

§ 9. (1) The distribution system operator shall carry out all the data transfers and supplies provided for in the market rules in the manner and manner provided for.

(2) The distribution system operator has to secure all processes, in particular with regard to the information technology used by him, against unauthorized access and manipulation according to the state of the art. This applies in particular to all processes in connection with the use of intelligent measuring instruments.

Meter reading and measuring instruments

§ 10. (1) The distribution system operator shall ensure that all network users have a reliable record of consumption values corresponding to the statutory provisions by means of the measuring instruments assigned to the network user.

(2) The distribution system operator shall inform the network user of the reading of the measuring equipment in a timely manner, but at least fourteen days in advance, in an appropriate manner if the presence of the network user is necessary.

(3) In the event that the reading is unannounced and in the absence of the network user, the distribution system operator shall immediately inform the network user of the reading carried out in a suitable manner. The distribution system operator shall enter the meter reading within five working days under the data in accordance with Section 12 (4) Z 8.

(4) The distribution system operator shall at any time, in the case of self-reading, give the network user the option of transmitting the meter reading in electronic form.

(5) Access to the interfaces of an intelligent measuring device according to the invention. § 3 Z 5 and Z 6 IMA-VO 2011, BGBl. II No 339/2011 shall be granted within a maximum of five working days from the date of the relevant request by the network user or by the authorised representative of the network operator.

(6) Within the time limit laid down in paragraph 5, the network user or his authorised representative shall be provided, on request, with the exact specifications of the interfaces without discrimination and free of charge.

Terminal compliance

§ 11. If the presence of the network user is required for the execution of repairs and maintenance, the distribution system operator has to agree time windows of two hours with the network user and in so doing as far as possible to the network user's wishes. consideration. If the presence of the network user is required during the reading, the distribution system operator shall also indicate to the network user the date in accordance with § 10 (2) also as a two-hour time window.

Customer information and complaints management

§ 12. (1) The distribution system operator shall, in any event, make the submission of enquiries and complaints possible in writing and by telephone and inform the network user thereof. As a minimum standard, the availability of the distribution system operator via a customer hotline must be guaranteed within the general business hours.

(2) Questions and complaints from network users to the distribution system operator shall be answered within five working days from the date on which the system operator has received a reply. If a reply is not possible within that period for reasons not to be responsible for the distribution system operator, the distribution system operator shall, within the same period, inform the network user of the further procedure, the foreseeable future The duration of the processing and the contact details of a contact person should be informed.

(3) In the case of a non-satisfactory execution of his complaint to the network user, the distribution system operator shall appropriately inform the network user of the possibility of initiating a conciliation procedure in accordance with Section 26 E-ControlG information.

(4) The distribution system operator is obliged to make available to the network user online the following accounting-relevant data on purpose or the requirement of this data via a contact form on the internet presence of the to enable distribution system operators and, within five working days, to transmit them electronically, or at the request of the network user, by post. In addition, the network user should be given the option of asking for the transmission of these data in writing or by telephone.

1.		Name and first name or the firm and address of the network user;
2.		the address of the installation;
3.		uniform and unique counting point designation;
4.		Identifier/identification number of the supplier;
5.		Meter Type;
6.		Associated load profile type;
7.		Consumption and, where applicable, the calculated performance of the last three accounting periods;
8.		Meter readings used in the last three accounting periods for the distribution of the distribution system operator;
9.		Network level;
10.		Billing period.

(5) The distribution system operator shall indicate to the network user online a direct reference to the contact form for the collection of information on the netting-related data of the network user in accordance with paragraph 4.

(6) The distribution system operator shall inform the network user in an appropriate manner, at least on the information sheet to be published in accordance with Section 82 (1) of the ElWOG 2010, on the possibility of self-reading in the event of changes in the energy price or inform the system usage fees as well as the supplier change.

(7) Once a year, the distribution system operator shall provide the network user with information on the standards referred to in § 3 to § 12 in an appropriate manner.

(8) The distribution system operator shall inform the network user in writing and in a timely manner about the installation of an intelligent measuring instrument in accordance with the Intelligent Measurement Device Introduction Ordinance, BGBl. II No. 138/2012, and the associated framework conditions, in particular with regard to data protection as well as the provision and transmission of the information in accordance with § 84 ElWOG 2010.

Compliance with standards

§ 13. The standards laid down in § § 3 to 6, 7 (1) to (3) and § § 10 to 12 shall be deemed to be fulfilled if they are complied with by the distribution system operator in 95% or more of the corresponding cases per standard.

Section 3

Metrics

Monitoring compliance with standards

§ 14. (1) In order to monitor compliance with the standards defined in the second section, the following figures shall be collected by distribution system operators, transmitted annually to the regulatory authority by 31 March for the previous calendar year, and in , in any case, but on the Internet presence of the distribution system operator, individually to be published by each distribution system operator:

1.		share (in%) of the non-compliance with the standards referred to in § § 3 to 6, 7 (1) to (3) and § § 9 to 12, as well as stating reasons for non-compliance;
2.		the number of complete requests for access to the network, indicating the duration of the contract, broken down by network level;
3.		Number of requests for access to the network, specifying the duration of the network, separated by network level and type of load profile and type of connection (active, inactive, new);
4.		Number of requests for cost estimates in accordance with § 3 (1), specifying the duration of the processing, broken down by network level and type of load profile, as well as the type of estimate (flat-rate, cost-oriented);
5.		Number of network invoice corrections carried out with processing duration;
6.		share (in%) of the corrected invoices in relation to the total number of invoices laid down;
7.		the average customer-weighted non-availability SAIDI calculated on the basis of the unplanned supply disruptions based on a moving 3-year average according to the following formula: SAIDI = Σ (r I *N I ) /N T . Supply interruptions due to regional extraordinary events are not to be taken into account.
8.		the average performance-weighted non-availability ASIDI calculated on the basis of the unplanned supply interruptions based on a sliding 3-year average according to the following formula: ASIDI = Σ (r I *L I ) /L T . Supply interruptions due to regional extraordinary events are not to be taken into account.

(2) The distribution system operator shall provide the regulatory authority with the appropriate evidence of the standards set out in Article 7 (4) and (5). For this purpose, the following data shall be collected for each supply interruption at the high and medium-voltage levels of more than one second and shall be transmitted annually to the regulatory authority by 31 March for the previous calendar year: the planned or unplanned supply interruption, indicating the cause, the causing and affected network and voltage level (s), the beginning and the duration, the number and installed power (MVA) of the affected substations (installations), the the number of network users affected and the performance concerned, and Energy, in each case separately according to voltage levels.

The distribution system operator shall demonstrate to the regulatory authority, in an appropriate manner, the standard referred to in paragraph 8 of this year as at 31 March for the previous calendar year. Each distribution system operator, which does not carry out its own measurement, shall have at least one measurement representative of its network area. Coordinated measurements of the distribution system operators throughout the territory of the Federal Republic of Germany are permitted. The measurements shall be carried out in the following mode

1.		Measurements are carried out annually at 360 different measuring points in the entire Federal territory for at least three consecutive weeks. The selection of these measuring points shall be carried out annually from the totality of the measuring points listed in the Annex, based on a statistical selection procedure corresponding to the state of the art, to be submitted to the regulatory authority and to it by the regulatory authority in the EU. 40 other measuring points are to be measured in the same three calendar weeks each year. The selection of these measuring points shall be justified and shall be submitted to the regulatory authority and shall be coordinated with it.
2.		In all substations of the entire Federal territory, the measurements of voltage breakdowns, increases and interruptions are to be carried out throughout the year and throughout in accordance with section 17 (3).

All data necessary for the calculation of the key figures listed in paragraphs 1 to 3 shall be kept by the distribution system operator for a period of seven years and shall be transmitted to the regulatory authority on request.

Section 4

Entry into force and transitional provisions

entry into force

§ 15. This Regulation shall enter into force on 1 July 2013, in so far as § 17 does not specify otherwise.

Transitional provision

§ 16. (1) Network operators shall, for the first time, have the obligation to publish and transmit to the regulatory authority pursuant to Article 15 (1) (1) to (6) as well as the obligation to transmit the measures referred to in § 15 (2) and (3) on 31 March 2015. Basis of the data collected in 2014. The key figures in accordance with § 15 (1) Z 7 and 8 are to be determined based on data from 2012 to 2014 and are to be published by 31 March 2015 and transmitted to the regulatory authority.

(2) Instead of the provision or Transmission of the data of the last three accounting years according to § 12 para. 4 Z 7 and Z 8 are to be made available in 2013 the data from the year 2012 and in 2014 those from the years 2012 and 2013.

(3) In accordance with Section 15 (3) Z 2, measurements shall be made in 10% of the substations as of 1. January 2014, in 50% of the substations from 1. Jänner 2016 and 100% of the substations from 1. Jänner 2020. The respective selection of the measuring points shall be coordinated with the regulatory authority.

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