Survey: Three hours is the maximum tolerable outage length for 60% of customers
In a public consultation held in May 2024 our customers stated that they'd only tolerate a maximum of three hour outage instead of the 36-hour outage limit stated in the Electricity Market Act.
The Energy Authority requires that Distribution System Operators as Elenia must arrange a public consultation of their Network Development Plans. During May 2024 Elenia received 1888 responses from customers and other stakeholders to the consultation survey, doubling the number of responses from the 2022 public consultation.
In the survey, societal expectations for security of electricity supply were evident, with 93% of respondents stating that the longest acceptable outage time should be 12 hours or less, and 60% thinking that the acceptable outage time should be at most three hours. The results highlight that customers and the society do not tolerate the maximum 36-hour outages which are the limit for 2036 in the Electricity Market Act’s quality requirements.
Also the reliability of electricity supply, clean transmission and smooth customer service emerged as the top themes in customer feedback.