Energyservices-Guidelinesfortheassessment andimprovementoftheenergyservicetousers
bsi.
Nationalforeword
This British Standard is the UK implementation of ISO 50007:2017.
The UK participation in its preparation was entrusted to Technical Committee SVS/o Customer service - Fundamental principles.
A list of organizations represented on this mittee can be obtained onrequest to its secretary.
This publication does not purport to include allthe necessary provisionsof a contract. Users are responsible for its correct application.
The British Standards Institution 2017 Published by BSI Standards Limited 2017
ISBN 978 0 580 90235 2
ICS 27.015
Compliance with aBritish Standard cannot confer immunityfrom legal obligations.
This British Standard was published under the authority of theStandards Policy and Strategy Committee on 31 July 2017.
Amendments/corrigenda issued since publication
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Text affected
INTERNATIONAL STANDARD
Energyservices-Guidelinesforthe assessmentandimprovementofthe energyservicetousers
l'amelioration du service energetique aux utilisoteurs Services energetiques -Lignes directrices pourl'evaluation et
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ISO 2017 Published in Switzerland
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Contents
Page
Components of the energy service relating to users' needs and expectations. 4.1 General. 10 104.2 Provision of energy service Access to energy service. 114.3 4.3.1 Time to establish new service provisions. 12 124.3.3 4.3.2 Maintenance and repairs. Price of energy service.. 12 134.3.4 Quality and quantityof overall energy supply 134.3.5 4.3.6 Continuity of energy supply. 14 144.4 Energy efficiency services. 4.3.7 Withdrawal or interruption of energy services. 14 144.4.1 General. 144.4.2 4.4.3 Energy efficiency services to the user Energy efficiency services in the market. 15 154.5 4.6 Clean renewable energy services. Contract management and billing 15 154.6.1 Availability of a clear service agreement. 154.6.2 4.6.3 Accuracy of billing Clarity of billing. 16 164.6.4 4.6.5 Response to billing plaints. Methods of payment. 164.7 Promoting a good relationship with the user.. 17 174.7.1 4.7.2 Availability of service information. General. 17 174.7.4 4.7.3 Contacts with users.. Complaints and requests. 184.7.5 Consumers in vulnerable circumstances. 19 194.7.6 4.7.7 Notification of restrictions and interruptions. Community activities. 19 194.7.8 Participation of users 204.8 Protection of the environment. 4.8.1 General. 20 204.8.2 4.8.3 Sustainable use of natural resources. Environmental impact. 20 204.9 Safety and emergency management. 21
Assessment criteria for energy service to users. 5.1 General. 215.2 Accessto energy service. 225.3 Provision of energy service. 5.3.1 Time to establish new service provisions. 22 225.3.2 5.3.3 Price of service Repairs. 225.3.4 Quality and quantity of energy service. 23 235.3.5 5.3.6 Continuity of energy supply. Coverage and availability of energy service 23 235.4 Energy Efficiency services. 24
