BS ISO 50007 2017 能源服务--对向用户提供的能源服务进行评估和改进的指南(英文版).pdf

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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

Date

Text affected

INTERNATIONAL STANDARD

Energyservices-Guidelinesforthe assessmentandimprovementofthe energyservicetousers

l'amelioration du service energetique aux utilisoteurs Services energetiques -Lignes directrices pourl'evaluation et

COPYRIGHTPROTECTEDDOCUMENT

ISO 2017 Published in Switzerland

All rights reserved. Unless otherwise specified no part of this publication may be reproduced or utilized otherwise in any formor by any means electronic or mechanical including photocopying or posting on the internet or an intranet without prior written permission. Permission can be requested from either ISO at the address below or ISO's member body in the country ofthe requester.

ISO copyright officeCh. de Blandonnet 8 • CP 401 CH-1214 Vernier Geneva SwitzerlandTel. 41 22 749 01 11 Fax 41 22 749 09 47copyright@

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

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