Timescales for protection settings

We developed a new process to ensure we could provide customers with fault level and protection setting data in a more timely manner.

Customers told us that following acceptance of a connection offer and the mobilisation of the construction phase of a project, it is important to have access to protection settings and fault levels. Other DNOs have set a standard timeframe in which customers can expect to receive this information. We made a commitment to review our own business process and introduce a similar process that would address our customers’ needs.

Following an internal review of our business processes and consideration of other DNOs’ practices, we have introduced a new process for the provision of protection setting and fault level information for enquiries related to individual network sites. We now provide customers with this information within 30-days of the request being made. We hope that by fulfilling this commitment we will help our customers progress their projects in a timelier manner.