Common use of Unplanned Service Interruptions Clause in Contracts

Unplanned Service Interruptions. The Distributor must provide the Trader with information about an Unplanned Service Interruption affecting 20 or more Customers that enables the Trader to respond in an informed manner to calls from affected Customers. S5.2 The Distributor must provide information under clause S5.1 as soon as reasonably practicable after first becoming aware of the Unplanned Service Interruption and: (a) for Unplanned Service Interruptions that occur in staffed control room hours, no later than 10 minutes after the Distributor becomes aware of the interruption; and (b) for Unplanned Service Interruptions that occur in on-call control room hours, no later than 40 minutes after the Distributor becomes aware of the interruption. S5.3 The information provided under clause S5.1 must: (a) be provided by electronic file transfer in accordance with the relevant EIEP (if practical and agreed) or otherwise by email; and (b) include, if known, a description of the reason for the interruption, the area affected, and an expected time for restoration. S5.4 Unless otherwise agreed, the Distributor must, within 10 minutes of new information about an Unplanned Service Interruption becoming available and at intervals of no longer than 60 minutes, provide the Trader with an update of the status of the Unplanned Service Interruption. S5.5 If the expected restoration time advised by the Distributor to the Trader is likely to be exceeded, the Distributor must endeavour to inform the Trader of the new expected restoration time at least 10 minutes before the expected restoration time elapses. S5.6 Unless otherwise agreed, no later than 10 minutes after a full or partial restoration of supply, the Distributor must provide the Trader with details of the areas restored. S5.7 If the Trader is responsible for receiving and managing Unplanned Service Interruption calls from Customers, the Trader must, within 10 minutes of receiving information relating to a possible Unplanned Service Interruption, log the call with the Distributor by electronic file transfer, or by any other information exchange method agreed by the parties. The Distributor must advise the Trader if the Trader should stop logging calls. S5.8 If the Distributor is responsible for receiving and managing Unplanned Service Interruption calls from Customers, the Trader may provide the Distributor’s contact details to the Customer rather than taking details and logging the call with the Distributor. S5.9 The Distributor must implement its public and media communication process in accordance with its legal obligations, provided that the Distributor may implement the same in its discretion following the occurrence of: (a) any major event that has or may have a material adverse effect on the delivery of Distribution Services (in the Distributor’s opinion acting reasonably); and (b) if the Distributor is contacted by media for comment regarding an Unplanned Service Interruption. S5.10 The Distributor notes that it may use any or all of the following means of communication, as the circumstances require: media releases and interviews; mobile or email updates; and (c) status information and updates on the Distributor’s: (i) automated telephone information service; (ii) website; (iii) smartphone app; and (iv) social media pages and other digital channels Option A – Trader to notify Customers (subject to clauses S5.19 and S5.20) S5.11 The Distributor must provide the Trader with notice of a Planned Service Interruption in accordance with the relevant EIEP at least 10 Working Days prior to the date on which the Planned Service Interruption is scheduled, including the ICP identifiers that the Distributor’s information system indicates will be affected by the Planned Service Interruption. On receipt of such notice, the Trader must promptly notify affected Customers for which it is responsible of the Planned Service Interruption. S5.12 The Trader may no later than 2 Working Days after receipt of such notice, notify the Distributor of any Customers who would be adversely affected by the interruption and request an alternative date and/or time for the Planned Service Interruption. S5.13 If the Distributor receives a request from the Trader for an alternative date and/or time for the Planned Service Interruption, the Distributor must consider in good faith the request and may, in its sole discretion, change the time and/or date of the Planned Service Interruption. If the Distributor makes such a change, the Distributor must provide the Trader with notice of the new date and/or time at least 7 Working Days before the original date of the Planned Service Interruption. S5.14 If a Planned Service Interruption is necessary on a more urgent basis for reasons of emergency repairs, the Distributor must provide the Trader with a notice of the Planned Service Interruption as soon as reasonably practicable. S5.15 If the Planned Service Interruption will affect all customers supplied from a Network Supply Point, the Distributor may, in addition to providing the notices required in clauses S5.11, S5.13 and S5.14, arrange for public notification through a local newspaper, or other effective method, on behalf of all traders. Option B – Distributor to notify Customers (subject to clauses S5.19 and S5.20) S5.16 If required, and notwithstanding the terms of an agreement between the parties on the terms set out in Appendix C of Schedule 12A.1 of the Code (if applicable), the Trader must provide Customer contact information to the Distributor at regular intervals of a time period as reasonably requested by the Distributor. The information must be provided in accordance with EIEP4. Any information provided by the Trader to the Distributor under this clause will be Confidential Information. S5.17 For all Planned Service Interruptions, the Distributor must provide each of the Customers it identifies as being affected with a notice specifying the time and date of the Planned Service Interruption and the reason for the interruption at least 4 Working Days before the date on which the Planned Service Interruption is scheduled. S5.18 The Distributor must provide the Trader with notice of the Planned Service Interruption in accordance with EIEP5A at least 4 Working Days before the Planned Service Interruption is scheduled to occur. Party Responsible for Service Interruptions S5.19 As at the Commencement Date, the Distributor has the responsibility for notifying the Customers of Planned Service Interruptions in respect of the Distributor’s Network. S5.20 On not less than 60 Working Days’ written notice (or such lesser period as may be agreed in writing between the parties) the Distributor may advise the Trader in writing that the party responsible for notifying the Customers of Planned Service Interruptions in respect of the Distributor’s Network is to transfer to the other party with effect from the date specified in such notice.