We have over 2500 public chargers on our network which are owned by over 400 different charge point owners. We at ChargePlace Scotland do not own any chargers.
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To be included on the ChargePlace Scotland network chargers must have been publicly funded. Ownership of the chargers’ rests with the organisation that applied for and received the funding.
I have arrived at a charge point and it’s not working?
While much of the time our technical support team are pro-actively monitoring, identifying, and remotely resolving faults where possible, some may not be apparent until a physical attempt to charge is attempted.
We ask that if you arrive at a charge point and there appears to be a fault, you notify our team with the charge point ID number. You can do this by calling our service centre on 0141 648 0750, emailing in at firstname.lastname@example.org or contacting us via our social media.
Our team use the charge point id number to view the machine on our system, by doing this we can view the recent sessions and from there we can investigate the issue. Quite often our team can fix a unit remotely, but if this is not the case a fault is raised on a ticket.
What happens when a fault is raised?
Once we have been notified of a fault on a unit, our team have 30 minutes to raise this and notify the charge point owner/ maintenance provider. The maintenance provider and charge point owner have 48 hours to respond to the fault that has been raised.
“I contacted you a week ago about a fault on a unit, why is it still not working?”
We often get asked this question a lot, when a fault has been raised and an engineer has made a visit to a unit, if this isn’t something that they can fix on site at that time it may require a further maintenance, this could include ordering a new part for repair.
The reasons are many and various but fall into a couple of main categories; either power issues, mobile communication issues or parts required that may have either a longer than usual lead time or take time to get through the charge point owners ordering and procurement processes.
Power issues are obviously significant and something outside of ChargePlace Scotland’s control. This can also fall out with the owner’s control; however, they will then work through their maintainers and energy companies to return power to a site, but this may require sometimes extensive civil work and supply upgrades.
The other challenge can be the procurement of parts. To order a new part may require: –
- the maintainer to send a quote
- the quote to be reviewed
- the expenditure to be authorised by the charge point owner
- authorisation to be sent back to the maintainer
- the part ordered
- part received by the maintainer
- an engineer sent to site to fit part and get charge point working
It is not always the case that this takes weeks, but it can do, and in the meantime the charger is not online and available.
Our job, at ChargePlace Scotland is to notify the owner of the charge point and their nominated maintainer of any performance problem with a charge point. We then notify Transport Scotland if the unit has not been initially investigated by a certified maintainer, within 48 hours of the initial report. The reality is that we are very often the first one to know that a charger is not working properly, due to our ChargePlace Scotland back-office system and monitoring. We also take calls, emails and online fault reports making sure that all faults and service interruptions are dealt with speedily.
While CPS does not own the infrastructure, our system actively works to connect the chargers into a usable, unified, network- allowing us to also take care of customer interactions, from billing through to provision of support when charging.
We collate fault information provided by drivers, and our own systems, and pass rapidly to charge point owners and maintenance providers for speedy investigation and resolution
Of course, there may be practical reasons why the charge point owner has a unit offline, such as for line painting, or because the site has another function i.e., match day at Falkirk Stadium.
ChargePlace Scotland is a national collaboration, to provide the very best experience and public access for all drivers. It is a partnership of Charge Point owners, Transport Scotland, ChargePlace Scotland, power companies, their maintenance suppliers, and drivers. We will continue to play our part in keeping the network operating efficiently and drivers moving.