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NORTHPOWER VOLTAGE COMPLAINT PROCESS

Problems related to the quality of electrical supply can involve many aspects of the electrical reticulation from lack of transformer capacity to type and condition of the supply lines.

When customers have a concern over the quality of their supply, it is helpful to document as much information as possible to assist our staff to identify the cause.

Typical types of problems experienced:

• Lights flickering
• Computers restarting/crashing
• Lights dimming
• Light bulbs don't last
• Cooking equipment problems
• Motor starting/ unexpected trippings
• Equipment slowing down
• Stray voltages.

As these problems may be symptoms of poor quality of the supply, they need to be investigated properly to ensure that the true cause is determined as quickly as possible.

In some cases, problems can be attributed to more than one fault on Northpower's Network and/or on the customer's service line.

All problems initially need to be treated as a fault and referred to Northpower Faults. Northpower Faults will try to determine the cause to avoid unnecessary customer costs but this can be very difficult. With the customer's agreement, a 'faultperson' will then be dispatched to investigate. In the majority of cases, a loose or poor connection is usually found to be the cause. Refer to Voltage Complaint Process Flowchart which, highlights our process for the customer's quality of supply issue.

A Voltage Complaint Form will be left with the customer if we are unable to identify the fault immediately. The Form provides us with more information enabling our Line Engineers to investigate further. Click here for the printable Word document

Customers may complete this Form prior to contacting us in order to assist our fault team or simply send an email to: info@northpower.com

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