Quality of Service Regulation on Retail Sales; Part of the Quality of Service Regulation on Electricity Distribution and Retail Sales, which was published in the Official Gazette on 21.12.2012 and numbered 28504; consumers may have acquired a lot of information about their rights from both the text of the regulation and the table with the regulation supplement, even though it is compulsorily made up of technical data.
When the content of the regulation is examined, it is seen that there are many topics for the protection of consumers.
However, it is stated that many headings, especially supply continuity, will be supervised by the EPDK, although the Ministry of Energy and Natural Resources has been given the authority to audit and inspect the "INSPECTION AND INSPECTION OF ELECTRICITY DISSTRIATION COMPANIES" published in the Official Gazette no. 13.04.2013 and 28617.
The commercial quality table of the Quality Regulation is presented to the information so that consumers are not victimized by learning their legal rights.
Contents
Quality of Service Regulation on Retail Sales
TABLE-6
A) QUALITY TABLE OF THE COMPANY OF THE COMPANY
| TRADE CODE NO. | COMMERCIAL QUALITY INSTIGE | STANDARD TIME | IN RETACREATE AMOUNT OR PROCESS TO BE RETATE |
| 1.1 | Notification in writing to the applicant on the grounds of the time for which the request for a connection can be met. | If the current state of the distribution system is not suitable for the delivery request and expansion investment or new investment is required; within ten working days from the date of application in cases that do not require field study | Amken Subscriber: 25 TLOther Subscribers: 50 TL |
| 1.2 | Notification in writing to the owner on the grounds of the time the connection request can be met | If the current state of the distribution system is not suitable for the delivery request and expansion investment or new investment is required; within twenty working days from the date of application in cases requiring field study | Amken Subscriber: 25 TLOther Subscribers: 50 TL |
| 2 | Return for approval or revision of the project if the investment in the connection request is made by the applicant | Within five working days from the project presentation date | Amken Subscriber: 25 TLOther Subscribers: 50 TL |
| 3 | In case of changes in connection power; project review results and the user to be notified in writing of the main answer to the application | Within fifteen days | Amken Subscriber: 25 TLOther Subscribers: 50TL |
| 4 | Inform users about programmable interruptions via written, audio or visual press outlets and distribution company website (sending e-mail and text messages to subscribers requesting as of 01/01/2014) | At least forty-eight hours before the outage | From the distribution company's revenue ceiling the following year, $1,000 is deducted for each undetified cut, even if it is programmed. |
| 5.1 | Recommending connection and/or system usage agreement to the user | Information about the plant and/or equipment to be connected to the distribution system will be provided by the user to the distribution company within sixty days | $100 |
| 5.2 | Recommending connection and/or system usage agreement to the user | From the date the user has provided information about the plant and/or equipment to be connected to the distribution system to the distribution company, within ninety days if additional information is requested | $100 |
| 6 | Finalized applications recorded by the customer service center and the prescribed process should be reported to the applicant in writing upon request | Within fifteen working days | Amken Subscriber: 25 TL Other Subscribers: 50 TL |
| 7 | Restarting the service, which was stopped due to a debit and/or user error, after the cause of the service was eliminated | Within two working days in the zoning residential area, within three working days outside the zoning residential area, | Amken Subscriber: 25 TL Other Subscribers: 200 TL |
| 8 | Complied with the appointment time given to users in relation to on-site transactions by distribution companies | Performed with a delay of up to three hours | Amken Subscriber: 25 TLOther Subscribers: 60 TL |
| 9.1 | Finalize an application for resuming user damages | Twenty working days | Amken Subscriber: 25 TLOther Subscribers: 60 TL |
| 9.2 | Payment of user damages or repair of equipment | The period specified in Article 26 of this Regulation must be observed | Amken Subscriber: 25 TLOther Subscribers: 60 TL |
| 10 | Daily maximum noticeable downtime | Daily downtime cannot exceed twelve hours, even if notified | Per user affected by outageMessk Subscriber: $50Other Subscribers: $100 |
B) RETAIL COMPANY TRADE QUALITY TABLE
| TRADE CODE NO. | COMMERCIAL QUALITY INSTIGE | STANDARD TIME | IN RETACREATE AMOUNT OR PROCESS TO BE RETATE |
| 1 | Finalized applications recorded by the customer service center and the prescribed process should be reported to the applicant in writing upon request | Within fifteen working days | Amken Subscriber: 25 TLOther Subscribers: 50 TL |
| 2 | Notification of payment notification to the user | At least ten days before the expiration date | The user will only be charged the principal of the invoice. If the cut is made, there is no charge for cutting binding. |
| 3 | Reporting review results of incorrect notification objections to the user in writing | Within ten working days at the latest following the application date | 50 TL |
| 4 | If the erroneous notification appeal is justified, the over-charged price for the consumption price subject to the objection should be returned to the customer | Within three working days | 2 times the over-charged price and legal interest from one month later |
| 5 | In the event of termination or termination of the retail contract, the cash-charged security fee will be returned to the customer | If all debts have been paid, you can update them within three working days from the date of the claim | 2 times the security fee and legal interest from one month later |
| 6 | Recommending the retail contract to the user | On the same day | Amken Subscriber: 25 TLOther Subscribers: 50 TL |
| 7 | Information about the signed retail contract in writing to the distribution company | Within three business days of the signing date | Amken Subscriber: 25 TLOther Subscribers: 50 TL |
C) OTHER COMMERCIAL QUALITY INDICATORS FOR SALES AND RETAIL COMPANIES
| 1 | Total complaints per 100 users | This indicator is monitored on the day of each year and notified to the Institution |
| 2 | Answering incoming phone calls to the user services center | Incoming phone calls are answered in thirty seconds |
Remarks:
1) In accordance with the first paragraph of Article 19, this table may be redetermined on a yearly date by the Decision of the Board.
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