Abstract
During the last two decades the customers have become more aware about the voltage quality that they receive from the grid and its possible (negative) impacts on their household apparatus and on the living environment. The modern customers use sophisticated devices in their day to day life and do not want to comprise on their comfort level. Therefore, any inconvenience that might be caused by the electricity utility service is immediately reported as a 'complaint' to the network operators. When the operational people are convinced that it is voltage-quality related complaint, a week-long power quality monitoring (PQM) is generally done at the customer's point of connection (POC). If the measured power quality (PQ) parameters violate the standard limits of the EN50160 and the Dutch Netcode, an appropriate measure is taken/advised at that installation or in the network to improve voltage quality at the POC. In this study, customer's complaints related to some specific PQ problems are discussed. Furthermore, a PQ complaint handling methodology is discussed briefly, which gives guidelines to tackle customer complaints efficiently. Some national level activities are highlighted at the end of this study.
Highlights
If the measured power quality (PQ) parameters violate the standard limits of the EN50160 and the Dutch Netcode, an appropriate measure is taken/advised at that installation or in the network to improve voltage quality at the point of connection (POC)
In the Netherlands, the network operators are obliged to provide a supply voltage at a customer’s point of connection (POC) that should strictly meet the guidelines of the European standard EN50160 standard [1] and the Dutch Netcode [2]
When customer complains about a PQ problem that needs serious attention, the network operator generally conducts a week-long PQ measurement at that customer’s POC
Summary
In the Netherlands, the network operators are obliged to provide a supply voltage at a customer’s point of connection (POC) that should strictly meet the guidelines of the European standard EN50160 standard [1] and the Dutch Netcode [2]. The customer’s devices, on the other hand, must follow the IEC 61000 series guidelines regarding their emission and immunity issues. Nowadays, these devices have become more sensitive than 20 years ago because of the usage of more complicated functionalities of various power electronics and digital technologies. A short description is given about the complaint handling methodology which is developed following the national level guidelines. In this approach, the operational activities are done efficiently together with maximum transparency; and at the same time satisfy the customer with the possible best services
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