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eSERVICES

Get quick access to EMA’s services for application of worker licences, scholarships and more.

e-Licence Information Services (ELISE) Portal

Energy-Industry Scholarship Portal (EIS)

Online Survey System (OSS)

EMA Scholarship Portal (BrightSparks)

Performance Standards for Gas Licensees

EMA has set performance standards for the licensees, with the aim of ensuring that gas is delivered reliably with a high quality of service.

Taking reference from the performance standards set, EMA tracks the performance of the licensees. The latest statistics of our licensees’ performance can be found under our Statistics section.

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No.	Service Dimension	Service Indicator	Service Standards	Performance Target (%)
1	Availability of Supply	Minimum duration of notice of interruption of gas supply	2 working days	95
2	Reliability of Supply	Number of gas supply disruption incident* caused by the failure of, damage to, or operation of the Onshore Receiving Facility	0	100
3	Reliability of Supply	Number of gas supply disruption incident* caused by the failure of, damage to, or operation of the gas pipeline network rated at 18 barg and above	0	100
4	Reliability of Supply	Number of gas supply disruption incident* caused by the failure of, damage to, or operation of the gas pipeline network rated at/above 3 barg and below 18 barg	0	100
5	Reliability of Supply	Number of gas supply disruption incident* caused by the failure of, damage to, or operation of the gas pipeline network rated at/above 200 mbarg and below 3 barg	0	100
6	Gas Emergencies	Time taken to respond to all reported gas leakages	1 hour	100
5	Providing Supply	Time taken to process an application for connection to the gas distribution network and to reply to the applicant	2 weeks	90
7	Providing Supply	Time taken to carry out gas service connection from the date when customer’s premises is ready to receive connection and where the premise is within gas distribution network	6 weeks	90
8	Metering Services	Time taken to respond (make appointment, visit or reply) to a metering problem or dispute upon notification	5 working days	95
9	Customer Contact	Time taken to reply to a written enquiry or complaint	7 working days	95
10	Restoration of Supply	Time taken to fully restore¹ gas supply after each gas supply disruption incident * in the Onshore Receiving Facility	≤ 2 hours	100
11	Restoration of Supply	Time taken to restore gas supply after each gas supply disruption incident* in the gas pipeline network rated at 18 barg and above	≤ 2 hours	100
11	Restoration of Supply	Time taken to restore gas supply after each gas supply disruption incident* in the gas pipeline network rated at/above 3 barg and below 18 barg	≤ 2 hours	100
13	Restoration of Supply	Time taken to restore gas supply after each gas supply disruption incident* in the gas pipeline network rated at/above 200 mbarg and below 3 barg	24 hours	100

¹'Fully restore' is defined as restore the send-out quantity to the latest operating schedule.