Charge point operators are reporting official reliability figures for the first time. This follows the introduction of the Public Charge Point Regulations (PCPR) in November 2023, which require rapid and ultra rapid charging networks to be available 99% of the time. 

 

This guide explains what reliability reporting covers, what it doesn’t, and a look at what charge point operators are doing to ensure EV drivers can be confident in the reliability of the charging network.

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What do the reported reliability figures include? 

 

Which charge points?

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The new regulatory requirements apply to networks of public rapid and ultra-rapid charge points (50kW and above). This means charge points at motorway service areas, charging hubs and forecourts are generally covered, whereas slower charge points on residential streets or local car parks generally are not.

 

The figures operators report are an average across their entire rapid and ultra-rapid network. 

 

Outside of these regulations, all charge point operators, including those operating sub-50kW chargers, are working hard to maintain high reliability standards. And many of the other charge points installed on public land, such as pavements or car parks, are generally funded through a contract between a Local Authority and a charge point operator, and will be required to meet similar standards to the PCPR as part of their contracts with Local Authorities. 

 

How is a charge point operators’ regulated reliability figure calculated?

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For the purposes of the PCPR, reliability is reported using the Open Charge Point Interface (OCPI) Protocol – the same data standard that many operators use to communicate charge point status in their apps and via roaming platforms.

 

Under the regulations, a charge point counts as “available” when it’s ready to use, actively charging or reserved by a driver. It counts as “unavailable” when it’s out of order – including if contactless payment isn’t working.

 

The regulations recognise that some situations are outside an operator’s control. If a charge point is unusable due to vandalism, flooding, a power cut or communications network failure, this period of downtime is not counted against the operator’s reliability figure. The same applies to planned maintenance and to charge points that are physically inaccessible - due to roadworks, for example.

 

An operator’s regulated reliability figure is the percentage of non-exempt time that charge points were available, averaged across the operator’s rapid/ultra-rapid network over the previous calendar year.

 

How is this enforced?

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The regulations are enforced by the Office for Product Safety and Standards (OPSS). Operators must be able to evidence any time they claim as exempt. OPSS can reject exemption claims that lack evidence, and can issue fines of up to £10,000 per network for non-compliance with the 99% target.

 

Why might you see different figures elsewhere?

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The regulations also require operators to make data on their charge points’ reliability available. This data can be used by apps, websites, or researchers to calculate estimates of operators’ reliability.

 

However, any externally calculated figure will not account for the exemptions in the regulations - so it may show a charge point as "unavailable" during a power cut or while blocked by roadworks, even though that time wouldn't count against the operator's official reliability. This means raw calculations based on open data will produce lower figures than the official regulated reported reliability. Therefore, while these raw figures may provide useful data, we advise that they should not be used to determine compliance.

 

What is the EV charging industry doing to improve reliability and drivers’ experiences at charge points more generally? 

 

Regardless of regulatory requirements, operators are highly motivated to ensure great reliability. Not only are they competing with each other for customers and revenue, they are incentivised to create a reliable experience as a part of a wider drive to increase EV adoption.

To do this they work tirelessly to increase uptime through better monitoring, faster maintenance responses, and collaboration with hardware suppliers. 

 

However, we also know that reliability is just one factor that determines whether a charging sessions goes smoothly.  Mobile network connectivity, payment systems, and the way different vehicles interact with chargers can all affect the experience for drivers. ChargeUK members are working with these other stakeholders, and with the Office for Zero Emission Vehicles, to tackle remaining issues in these areas.

 

These efforts are paying off – Zapmap’s most recent Annual EV Charging Survey found that 60% of drivers feel that public charging has improved over the past year, with reliability ratings for individual charge point operators generally improving. 

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