ISO INTERNATIONAL STANDARD 50007 First edition 2017-06 Energy services - Guidelines for the assessment and improvement of the energy service to users Services énergétiques - Lignes directrices pour I'évaluation et I'amelioration du service énergétique aux utilisateurs Reference number IS0 50007:2017(E) International Organization for Standardization @ IS0 2017 =ZHEJIANG INST OF STANDARDIZATION C1 5956617 vided by IHS under I Not for Resale, 2017/9/8 08:56:28 itted without license from IHS IS0 50007:2017(E) COPYRIGHTPROTECTEDDOCUMENT IS0 2017,Published in Switzerland All rights reserved. Unless otherwise specified, no part of this publication may be reproduced or utilized otherwise in any form or 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 of the requester. IsOcopyrightoffice Ch. de Blandonnet 8 . CP 401 CH-1214 Vernier, Geneva, Switzerland Tel. +41 22 749 01 11 Fax +41 22 749 09 47 copyright@iso.org www.iso.org PrganizationforStandardization icensee-ZHEJIANG INST OF STANDARDIZRoISQ s1.7 - All rights reserved etworking permitted without license from IHS IS0 50007:2017(E) Contents Page Foreword ..V Introduction. ...vi 1 Scope. 2 Normative references 3 Terms and definitions 4 Components of the energy service relating to users' needs and expectations ..10 4.1 General. .10 4.2 Accesstoenergyservice .11 4.3 Provision of energy service. ..12 4.3.1 Time to establish new service provisions 4.3.2 Maintenance and repairs ..12 4.3.3 Price of energy service .13 4.3.4 Quality and quantity of overall energy supply ..13 4.3.5 Continuity of energy supply .14 4.3.6 Coverage and availability of energy services .14 4.3.7 Withdrawal or interruption of energy services .14 4.4 Energy efficiency services. .14 4.4.1 General. .14 4.4.2 Energy efficiency services to the user ..15 4.4.3 Energy efficiency services in the market .15 4.5 Clean renewable energy services. 15 4.6 Contract management and billing .15 4.6.1 Availability of a clear service agreement .15 4.6.2 Accuracy of billing. .16 4.6.3 Clarity of billing .16 4.6.4 Response to billing complaints. ..16 4.6.5 Methods of payment. .17 4.7 Promoting a good relationship with the users .. 17 4.7.1 General ..17 4.7.2 Availabilityofserviceinformation ..17 4.7.3 Contactswithusers. .18 4.7.4 Complaints and requests .19 4.7.5 Consumers in vulnerable circumstances. ..19 4.7.6 Notification of restrictions and interruptions .19 4.7.7 Community activities. 19 4.7.8 Participation of users 20 4.8 Protection of the environment. 20 4.8.1 General. 20 4.8.2 Sustainable use of natural resources .20 4.8.3 Environmental impact. .20 4.9 Safety and emergency management. 21 5 Assessment criteria for energy service to users .21 5.1 General 21 5.2 Access to energy service. .22 5.3 Provision of energy service. 22 5.3.1 Time to establish new service provisions .22 5.3.2 Repairs 22 5.3.3 Price of service. 23 5.3.4 Quality and quantity of energy service. 23 5.3.5 Continuity of energy supply .23 5.3.6 Coverage and availability of energy service .23 5.4 Energy Efficiency services.. .24 ntemaional oganzation@sS27 -All rights reserved iii ISee=ZHEJIANG INST OF STANDARDIZATION C1 5956617 ed withoutlicense from IHS Not for Resale, 2017/9/8 08:56:28