Frankfurt (Germany), 6-9 June 2011 HOW THE CUSTOMERS PERCEIVE THE PROBLEM OF VOLTAGE QUALITY Martin...

Frankfurt (Germany), 6-9 June 2011

HOW THE CUSTOMERS PERCEIVE THE PROBLEM OF VOLTAGE QUALITY

Martin KAŠPÍREK [email protected] MEZERA [email protected]

E.ON Czech Republic – Czech Republic


This investigation was done on basis of: 3 years evaluation of complaints on VQ Evaluated over 1.500 complaints on VQ Sum of LV customer is 1.5 million

Real LV customers connected in different PCC

The sources of this survey


Progress of complaints


What is the reason of this trend?

Worse VQ in LV networks, not in 2007-2010 Higher requirement of the customers

Higher price for electricity New electrical appliances in households


The correlation between price for electricity distribution and number of complaints

* price is only distribution fee


Structure of compliances according to the topic

cause of complaints % of complaintsvoltage fluctuation 32

overvoltage 15voltage sags 13

supply interruption 13voltage quality 11

low voltage 10other 6total 100%


Evaluation of all complaints according to EN 50160 Ed. 2


Evaluation of all complaints according to the type of feeder


Conclusion The amount of complaints till 2010 is caused by higher

expectations of customers motivated by higher prices The propability of not conforming VQ is 31% The propability of not conforming VQ in overhead lines is

51% The highest probability of not conforming VQ is in case

voltage fluctuation. Mostly observed impact of VQ Voltage variations – cause of 25% complaints, 14% of

this complaints are justified. 25%x14%x0.01=3.5% of complaining customers have really problem with voltage variations

Frankfurt (Germany), 6-9 June 2011 HOW THE CUSTOMERS PERCEIVE THE PROBLEM OF VOLTAGE QUALITY Martin...

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