HARYANA ELECTRICITY REGULATORY COMMISSION PANCHKULA Notification The 16th July 2004 Regulation No.

HERC/04/2004

STANDARDS OF PERFORMANCE FOR THE DISTRIBUTION LICENSEE

In exercise of the powers conferred under Section 57 and 59 read with subsection 2(za) and 2(zb) of section 181 of the Electricity Act 2003 (Act No.: 36 of 2003) and all other powers enabling in this behalf, the Haryana Electricity Regulatory Commission specifies through these Regulations the Standards of Performance for the Distribution Licensee.
PART I GENERAL

1. Short title, Commencement and Interpretation (1) (2) (3) (4) (5) These regulations may be called the Haryana Electricity Regulatory Commission (Standards of Performance for the Distribution Licensee) Regulations, 2004. These regulations shall be applicable to all licensees engaged in distribution & retail supply of electricity in the State of Haryana. These regulations shall extend to the State of Haryana. These regulations shall come into force on the date of their publication in the Haryana Government. Gazette. The Punjab General Clauses Act 1898 (Act 1 of 1898), as applicable to the state of Haryana shall apply to the interpretation of these regulations.

2. Definitions 2.1 In these regulations, unless the context otherwise requires: (a) (b) (c) (d) Act means the Electricity Act, 2003; Area of supply means the area within which a licensee is authorised by his license to supply electricity; Commission means the Haryana Electricity Regulatory Commission; Consumer means any person who is supplied with electricity for his own use by a licensee or the Government or by any other person engaged in the business

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(e) (f) (g) (h) (i)

(j)

(k)

of supplying electricity to the public under this Act or any other law for the time being in force and includes any person whose premises are for the time being connected for the purpose of receiving electricity with the works of a licensee, the Government or such other person, as the case may be; Extra High Tension/Extra High Voltage means the voltage exceeding 33000 volts under normal conditions; High Tension/High Voltage means the voltage exceeding 440 Volts but not exceeding 33000 volts under normal conditions; Licensee means the Distribution and/or Retail supply Licensee; Low Tension/Low Voltage means the voltage not exceeding 440 Volts under normal conditions; Period of Load Shedding means a period during which the demand is more than supply and there is no spare/reserve capacity available to meet the surplus demand and SLDC have directed the licensee to reduce load and/or to avoid overloading. During this period licensee should adhere to rotational load shedding or any other means so that the same consumer does not suffer continuously for a period as specified in the regulation. A period of grid failure will not be covered under it; Period of Scheduled outage means a period during which there is a reduction of capacity or taking out-of-service of a generating unit, power station or part of the transmission system or distribution system for scheduled repairs and preventive maintenance in a planned manner. If the above repair and maintenance activity could not be carried out within the time frame laid down in this regulation on account of abnormal circumstances of a given job, the area in-charge need to obtain approval of CE/ SE (Operation) for the extended period of outage. The licensee would submit a monthly report of such cases to the Commission. Period of forced outage will not be covered under it. All other expressions used herein but not specifically defined herein but defined in the Act shall have the meaning assigned to them in the Act. The other expressions used herein but not specifically defined in these regulations or in the Act but defined under the Haryana Electricity Reform Act, 1997 shall have the meaning assigned to them under the said Act, provided that such definitions in the Haryana Electricity Reform Act, 1997 are not inconsistent with the provisions of the Electricity Act, 2003.

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CHAPTER II STANDARDS OF PERFORMANCE 3. Guaranteed and Overall standards of performance 3.1 The Standards of Performance specified shall be the minimum standard of service with reference to quality, continuity and reliability of services that a licensee shall achieve in discharge of his obligations as a licensee. Standards of Performance specified in Schedule I relates to Guaranteed Standards of Performance for which consumers against whom no arrear is pending on the date of violation are eligible for compensation in the manner provided in the Schedule I in case the Licensee fails to achieve the Standards of Performance. In case of applications requiring supply under agriculture category (Agriculture Pump sets) licensees obligation shall be limited to the number of connections that can be covered within the target fixed by the State Government for release of agricultural connections for a financial year. The target for an ensuing year should be fixed and made public at least 2 months before the commencement of the year. The licensee shall inform the applicants in writing within 15 days of receipt of applications, if the applicants case cannot be covered in the programme of release of Agriculture Pump set connections fixed for the year. Schedule II relates to Overall Standards of Performance, which indicates the level of performance the licensee shall seek to achieve in the discharge of his obligations as a licensee.

3.2

3.3

3.4

4. Power to modify The Commission may, at any time, add, vary, alter, modify or amend any of the provisions of these regulations including the contents of the Schedule I, II and III. 5. Exemption 5.1 The standards of performance specified in these regulations shall remain suspended during Force Majeure conditions such as war, mutiny, civil commotion, riot, flood, cyclone, lightning, earthquake or other causes beyond the control of the Licensee and strike, lockout, fire affecting the licensees installations and activities.

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5.2

The Commission may by a general or special order, issued for the purpose, after hearing the Licensee and the affected consumer group relieve the Licensee from the liability to compensate the consumers for any default in the performance of any standard if the Commission is satisfied that such default is for reasons other than those attributable to the Licensee & beyond the control of the Licensee and further that the Licensee has otherwise made efforts to fulfill his obligations.

CHAPTER III COMPENSATION

6. Compensation 6.1 If the Licensee fails to meet the Standards of Performance specified in Schedule I, the licensee shall pay to the affected consumer against whom no arrear is pending on the date of violation, the compensation as indicated against each of the Standards of Performance in Schedule I. The Licensee shall register every complaint of a consumer. The Licensee shall computerise the registration of every complaint of a consumer through automatic answering machine or any other such means intimating the complaint number to the consumer automatically. The Licensee shall maintain relevant records consumer-wise regarding the Standards of performance in order to give a fair treatment to all consumers and avoid any dispute regarding violation of standards. All payment of compensation shall be made by way of adjustment against existing, current and/or future bills for supply of electricity. Provided the compensation shall be paid in Cash/ Demand draft wherever the claimant ceases to be the consumer of the utility. Provided that all the compensation shall be made within 90 days from the date of violation of a guaranteed standard of performance. If the Compensation is not adjustable in the existing, current and/or future bills of the supply of electricity the same should be paid in cash / demand draft to ensure that the compensation is paid within 90 days from the date of violation of a guaranteed standard of performance.

6.2

6.3

6.4

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7. Procedure for payment of compensation 7.1 7.2 The claim for compensation shall be dealt with in the following manner Automatic This mode of payment requires the Licensee to pay the compensation amount to the affected consumer automatically in the next billing cycle, following non-compliance of a particular standard. 7.3 To be Claimed This mode of payment requires the consumer to bring to the notice of the Licensee that the standard has been violated and accordingly claim the compensation amount from the Licensee. In respect of payment of compensation, the Licensee shall take a decision and, if found liable, shall pay the compensation to the consumer within 90 (ninety) days from the date of violation of a guaranteed standard of performance.

CHAPTER IV FURNISHING INFORMATION, ISSUE OF ORDERS 8. Information on Standards of Performance 8.1 Every Licensee shall furnish to the Commission the following information in the Performa placed at Schedule-III. (a) (b) The level of performance achieved in respect of matters covered in schedule I and II of these Regulations shall be furnished quarterly. The number of cases in which compensation was paid under these Regulations and amount of the compensation in each case, shall be furnished quarterly.

8.2

The Commission shall arrange for publication of the above information, at least once in a year, in the manner as deemed fit. Reliability Indices (a) The following reliability/outage indices are prescribed by the Institute of Electrical and Electronics Engineers (IEEE) Standard 1366 of 1998. The licensee

8.3

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shall compute and report the value of these indices as per the formula and methodology specified below from 2004-05 onwards: (i) (ii) (iii) System Average Interruption Frequency Index (SAIFI): System Average Interruption Duration Index (SAIDI): Momentary Average Interruption Frequency Index (MAIFI):

(b)

Method to compute Distribution System Reliability Indices The Indices shall be computed for the Distribution licensee as a whole by stacking, for each month, all the 11 KV feeders in the supply area, excluding those serving predominantly agricultural loads, and then aggregating the number and duration of all interruptions in that month for each feeder. The Indices would then be computed using the following formula: n (Ai*Ni) i=1 1. SAIFI = Nt Where, Ai = Total number of sustained interruptions (each longer than 5 minutes) on ith feeder for the month Ni = Connected load of ith feeder affected due to each interruption Nt = Total connected load at 11KV in the Distribution licensees supply area n = Number of 11KV feeders in the licensed area of supply (excluding those serving predominantly agricultural loads) n (Bi*Ni) i=1 2. SAIDI = Nt Where, Bi = Total duration of all sustained interruptions on ith feeder for the month.

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n (Ci*Ni) i=1 3. MAIFI = Nt Where, Ci = Total number of momentary interruptions (each less than or equal to 5 minutes) on ith feeder for the month Note: The feeders must be segregated into rural and urban and the value of the indices must be reported separately for each month. However interruptions due to load restrictions, power cut, shut down shall not be taken into account while calculating the indices (i) The licensee shall compute the value of these indices separately for feeders serving predominantly agricultural loads. The methodology for computation of indices shall remain the same as in the case of other feeders. (ii) Based on the information provided by the licensees, the Commission would notify the target levels for these indices annually. 9. Issue of orders and practice directions Subject to the provisions of the Act and these regulations, the Commission may, from time to time, issue orders and practice directions in regard to the implementation of the Regulations and Procedures to be followed. 10. Power to remove difficulties 10.1 If any difficulty arises in giving effect to any of the provisions of these regulations, the Commission may, by general or special order, direct the licensee to do anything not being inconsistent with the provisions of the Act, which appears to it to be necessary or expedient for the purpose of removing the difficulties. The Licensee may make an application to the Commission and seek suitable orders to remove any difficulty that may arise in implementation of these Regulations.

10.2

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11.

Implementation / Transition Period The standard indicating the maximum time limit for rendering the service is in line with the documents already approved by the Commission. Thus the licensee should not face any difficulty in the implementation of the same. However, the Licensee would be allowed a period of six months from the date of notification of this regulation for putting the required infrastructure in place. From 1st February 2005 the mock exercise would be carried out to make the system perfect and implementable. The actual payment of monetary compensation to the consumer w.r.t the provisions of these regulations would start from 1st August 2005 for urban consumers and from 1st August 2006 for rural consumers.

12.

Savings Nothing in these regulations shall affect the rights and privileges of the consumers under any other law including the Consumer Protection Act, 1986 (Act 68 of 1986).

By order of the Commission Sd/Secretary HERC

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SCHEDULE I GUARANTEED STANDARDS OF PERFORMANCE

Sr. No. Nature of Service Standard (indicating Maximum time limit for rendering service) Amount of Compensation payable to affected consumer Rs. 100 in each case of default Manner of payment

Normal Fuse Off

Cities and Towns Rural Area Cities and Towns

Line Breakdowns

Rural Area

Distribution Transformer Failure

Cities and Towns Rural Area

Major Power Cities and Failure Towns involving Power Rural Area Transformer / Equipment etc.

Within 4 hours Within 8 hours Within 8 hours (12 hrs if pole gets broken) Within 16 hours (24 hrs if pole gets broken) Within 24 hours Within 48 hours Within 7 days. Alternate arrangeme nt, to restore the supply to the affected area, to be made within 24 hrs.

Within 2 hrs. of receipt of complaint, complainant shall be informed about the likely time to be taken for restoration of supply if asked for by the complainant.

Automatic

Rs. 100 to each affected consumer

Automatic

Rs. 100 per day or part thereof to each affected consumer subject to a maximum of Rs 3000/-

Automatic

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Period of Load Shedding

Not to exceed 4 hrs. per day continuously for 4 days

Period of Scheduled outages

Maximum duration at a stretch Restoration of supply

Voltage Variations LT= +/- 6 % HV = +6 % & - 9% EHV = +10% & -12.5 %

Where no expansion of network is involved

Meter Complaints

Where upgradation of LT distribution system is required Where upgradation of High Tension/ EHT distribution system is required Opening of neutral and neutral voltage exceeding 2% of supply voltage Inspect and check correctness Replace slow/fast meters Replace creeping or stuck meters

Normal supply to be restored within 72 hrs. Not to exceed 8 hours on any day By 6 PM on any day Within 4 hrs. in cities & towns & 8 hrs. in rural area Within 60 days

Consumers to be informed, at least, 24 hrs. in advance

Rs. 100 per day or part thereof to each affected consumer subject to a maximum of Rs 3000/Rs. 200 to each affected consumer

Automatic

Automatic

Within 2 hrs. of receipt of complaint, complainant shall be informed about the likely time to be taken for redressal of complaint

Rs. 100 in each case of default

Automatic

Within 180 days

Rs. 100 per day or part thereof in each case of default to each affected consumer subject to a maximum of Rs 3000/-

Within 4 hour

Rs. 100 in each case of default

Within 7 days of receipt of meter testing fee Within 7 days of its being so established on checking. Within 7 days of its being so established on checking.

Rs.100 for each day of delay subject to a maximum of Rs 3000/-.

Automatic

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Application for new connection/ additional load/ Temporary Connection

Replace burnt meters if cause not attributable to consumer Replace burnt meters in all other cases Release of supply where service is feasible from existing network

Within 7 days of receipt of complaint

Rs.200 in each case of default

Within 24 hours of payment of charges by consumer Within one month of receipt of application complete in all respect along with prescribed charges Rs. 200 for each day of default, subject to Section 44 of Act and also subject to a maximum of Rs 3000/-. Rs. 200 for each day of default in case of LT, Rs. 500 for each day of default in case of HT & EHT & Rs. 1000 for each day of default in case of Commissioning of New Sub Station subject to Section 44 of Act Rs.100 for each day of default subject to Section 44 of Act and also subject to a maximum of Rs 3000/-. Rs. 100 for each day of default subject to a maximum of Rs 3000/-. Rs. 100 for each day of default subject to a maximum of Rs 3000/-. Automatic

Release of supply where Distribution Network expansion / Commissioning of New Sub Station required for providing connection

Immediately after expansion/ Commissioning or with in such period as specified by the Commission

To be claimed

Agriculture Pump Sets

Within 30 days after attaining seniority (The no. of new connections shall be limited to the target fixed for the year)

10

Transfer of ownership, change of category

Within 7 days of receipt of application complete in all respect

Automatic

11

Conversion of LT single phase to LT three phase, Conversion from LT to HT and vice-versa

Within 30 days from the date of payment of charges

Automatic

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12

Redressal of consumers complaint regarding billing Reconnection of supply following disconnection

13

If no additional information is required If additional information is required Cities and Towns Rural Area

Within 24 hours of receipt of complaint Within 7 days of receipt of complaint Within 6 hours of receipt of payment from consumer Within 12 hours of receipt of payment from consumer Within 30 days after receipt of request

Rs. 100 for each day of default subject to a maximum of Rs 3000/-. Rs. 100 for each day of default subject to a maximum of Rs 3000/-. Rs. 100 for each day of default subject to a maximum of Rs 3000/-. Rs. 100 for each day of default subject to a maximum of Rs 3000/-. Rs. 100 for each day of default subject to a maximum of Rs 3000/-.

Automatic

Automatic

14

Refund of Advance Consumption Deposits/ Consumption Security, meter Security

To be claimed

15

Issue of No Due Certificates

Latest by 5PM next day of receipt of request

To be claimed

16

Shifting of meter/ Service Connection/ Lines/ Equipments

Shifting of meter/ Service Connection Shifting of LT / HT Lines Shifting of Transformer Structure

Within 15 days after receipt of request along with prescribed charges Within 45 days after receipt of request along with prescribed charges Within 60 days after receipt of request along with prescribed charges

Automatic

To be claimed

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SCHEDULE II OVERALL STANDARDS OF PERFORMANCE

S. N. 1 2 Normal fuse-off Line Breakdowns

Nature of Service

Standard (Indicating Time Limit for rendering Service) Within 4 hours Within 8 hours Within 8 hours (12 hrs. if pole gets broken) Within 16 hours (24 hrs. if pole gets broken) Within 24 hours Within 48 hours Within 7 days. Alternate arrangement, to restore the supply to the affected area, to be made within 24 hrs. Normal supply to be restored with in 72 hrs. Not to exceed 8 hours on any day By 6 PM on any day Within 4 hrs. in cities & towns & 8 hrs. in rural area Within 60 days

Cities and Towns Rural Area Cities and Towns Rural Area

Overall Standards of Performance 99% 95%

3 4

Distribution Transformer Failure Major Power Failure involving Power Transformer / Equipment etc. Period of Load Shedding

Cities and Towns Rural Area Cities and Towns Rural Area

95% 95%

Period of Scheduled outage

Voltage Variations

Meter Complaints

Not to exceed 4 hrs. per day continuously for 4 days Maximum duration at a stretch Restoration of supply Where no expansion of network is involved Where up-gradation of LT distribution system is required Where up-gradation of High Tension /EHT distribution system is required Opening of neutral and neutral voltage exceeding 2% of supply voltage Inspect and check correctness

95%

99%

95% 90%

Within 180 days

85%

Within 4 hrs.

99%

Within 7 days of receipt of meter testing fee

95%

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Application for new connection/Additional load connection/ Temporary

Replace slow/fast meters Replace creeping or stuck meters Replace burnt meters if cause not attributable to consumer Replace burnt meters in all other cases Release of supply where service is feasible from existing network Release of supply where Distribution Network expansion / Commissioning of New Sub Station required for providing connection Agriculture Pump Sets

Within 7 days of its being so established on checking. Within 7 days of receipt of complaint Within 7 days of receipt of complaint Within 24 hours of payment of charges by consumer Within one month of receipt of application complete in all respect along with prescribed charges Immediately after expansion/ Commissioning or with in such period as specified by the Commission

95%

95%

10

Transfer of ownership, change of Category

11 12

13

Conversion of LT single phase to LT three phase, Conversion from LT to HT and vice-versa Redressal of consumers If no additional complaint regarding billing information is required If additional information is required Reconnection of supply Cities and Towns following disconnection Rural Areas Refund of Advance Consumption Deposits/ Consumption Security, meter Security Issue of No Due Certificates

Within 30 days after attaining seniority (The no. of new connections shall be limited to the target fixed for the year) Within 7 days of receipt of application complete in all respect Within 30 days from the date of payment of charges Within 24 hours of receipt of Complaint Within 7 days of receipt of Complaint Within 6 hours of receipt of payment from consumer Within 12 hours of receipt of payment from consumer Within 30 days after receipt of request Latest by 5PM next day of receipt of request

80%

99%

99% 99%

99%

99% 99% 99% 99%

14 15

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16

Shifting of meter/ Service Connection/ Lines/ Equipments

Shifting of meter/ Service Connection Shifting of LT / HT Lines Shifting of Transformer Structure Urban areas

Within 15 days after receipt of request along with prescribed charges Within 45 days after receipt of request along with prescribed charges Within 60 days after receipt of request along with prescribed charges

95%

17

Distribution Transformer failure rate

Rural area

18

Faulty Meters (MNR, Burnt, Sticky, etc.)

19

Billing Mistakes

20

Voltage variations at supply point

Shall not exceed 5% p.a. Shall not exceed 10% p.a. Shall not exceed 1 % of metered installations Shall not exceed 0.1% of consumers billed The voltage variation shall be within the limits stipulated hereunder a) LT system, between +6% to -6% b) HT system between +6% to 9% c) EHT system, between +10% to 12.5 %

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21

Reliability Indices

The reliability indices mentioned hereunder shall be computed separately for urban and rural feeders. a) Average number of interruptions in 11KV feeders. b) Average duration of interruptions in 11KV feeders c) Average number of interruptions per consumer d) Average duration of interruption per consumer,

The Commission will lay down the standards separately later on.

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SCHEDULE III FORMAT FOR ASSESSING OVERALL PERFORMANCE LEVEL OF DISTRIBUTION LICENSEE Report for the month of _____________ Name of the Licensee Total No. of services Total No. of Distribution Transformers : : :

S. N.

Nature of Service

Nos. of complaints received

Nos. of complai nts attended

% age attended

Overall Standards of Performance 99% 95% 95% 95%

1 2 3 4

Normal fuse-off Calls Line Breakdowns Calls Distribution Transformer Failure Major Power Failure involving Power Transformer / Equipment etc. Period of Load Shedding

Cities and Towns Rural Area Cities and Towns Rural Area Cities and Towns Rural Area Cities and Towns Rural Area Not to exceed 4 hrs. per day continuously for 4 days Maximum duration at a stretch Restoration of supply Where no expansion of network is involved Where upgradation of LT distribution system is required

95%

Period of Scheduled outage

99%

Voltage Variations

95%

90%

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10

Where upgradation of High Tension / EHT distribution system is required Opening of neutral and neutral voltage exceeding 2% of supply voltage Meter Complaints Inspect and check correctness Replace slow/fast meters Replace creeping or stuck meters Replace burnt meters if cause not attributable to consumer Replace burnt meters in all other cases Application for new Release of supply connection/Additional where service is load connection/ feasible from Temporary existing network Release of supply where Distribution Network expansion / Commissioning of New Sub Station required for providing connection Agriculture Pump Sets Transfer of ownership, change of Category

85%

99%

95%

95%

95%

80% 99%

11

Conversion of LT single phase to LT three phase, Conversion from LT to HT and viceversa

99%

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12

13

14 15 16

17

If no additional information is required If additional information is required Reconnection of supply Cities and following disconnection Towns Rural Areas Refund of Advance Consumption Deposits/ Consumption Security, meter Security Issue of No Due Certificates Shifting of meter/ Service Shifting of Connection/ Lines/ meter/ Service Equipments Connection Shifting of LT / HT Lines Shifting of Transformer Structure Distribution Transformer Urban areas failure rate Rural area

Redressal of consumers complaint regarding billing

99%

99%

99% 99% 99% 99% 95%

18

Faulty Meters (MNR, Burnt, Sticky, etc.)

19

Billing Mistakes

Shall not exceed 5% p.a. Shall not exceed 10 % p.a. Shall not exceed 1% of metered installations Shall not exceed 0.1% of consumers billed

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20

Voltage variations at supply point

21

Reliability Indices

The reliability indices mentioned hereunder shall be computed separately for urban and rural feeders. a) Average number of interruptions in 11KV feeders. b) Average duration of interruptions in 11KV feeders c) Average number of interruptions per consumer d) Average duration of interruption per consumer,

The voltage variation shall be within the limits stipulated hereunder a) LT system, between +6% to -6% b) HT system, between + 6% to -9% c) EHT system, between +10% to 12.5% The Commission will lay down the standards separately later on.

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COMPLAINT HANDLING PROCEDURE RELATING TO DISTRIBUTION AND RETAIL SUPPLY

1. Pursuant to clause 21.2 of the Distribution and Retail Supply Licence, the HVPNL (herein after referred to as Licensee) hereby lays down the following Complaint Handling Procedure relating to Distribution and Retail Supply. In general, consumers have a right to expect from the licensee certain minimum level of service as indicated here in after. 2. Nature of complaints The consumer Complaints are categorized under the following eight broad heads: 1. Interruption/failure of power supply

2. Voltage variation 3. Scheduled outage / Load shedding 4. Metering 5. Billing 6. Disconnection / Reconnection 7. New connection/ Extension of load 8. Miscellaneous 3. Procedure for Lodging of complaints: a) Complaints can be lodged in writing or on telephone with the complaint center or concerned SDO and should have the essential information as per Annexure-I. b) In the event of non-response or inadequate response by the Complaint Center or the SDO within the time period prescribed for various types of complaints under para - 4 below, the consumer may lodge complaint against the nonredressal of the grievance with the XEN of the area who shall respond within 7 days. Where to lodge: The names of the staff and their contact address/number(s) where consumers can lodge their complaints as also the name and contact address/telephone number of concerned XEN who should be approached in case of delay in the redressal of complaint would be notified as under: By display/dissemination of the above information on the back of bills and/or separate handouts attached to the bills from time to time.

By display of the above information on notice boards outside the offices of all SDO's and XEN's.

4. Time limits for redressal of complaints/resumption of service: A) Interruption / failure of power supply 1. In the case of normal fuse-off calls requiring replacement of HT/LT fuses at the distribution transformer or fuses at the consumer premises or for any service faults the power supply shall be restored within 4 hours of receiving the complaint in towns/and cities and within 8 hours in rural areas. 2. In the case of line breakdowns the supply shall be restored within 8 hours of receiving the complaint in towns/cities and within 16 hours of receiving the complaint in rural areas. In either case, within two hours of receiving the complaint, the complainant shall be informed of the likely time by which the power supply may be restored. 3. In the case of failure of distribution transformer, the supply shall be restored within 24 hours of receiving the complaint in towns/cities and within 48 hours of receiving the complaint in rural areas. 4. In case of major failure involving Power transformer, the normal supply shall be restored within 7 days. However, in such cases alternate arrangements to supply power to the affected areas would be made within 24 hours. B) Voltage variation 1. In case the cause of problem is local, warranting no upgradation of the system, the complaint would be redressed within 4 hours of lodging in towns/cities and within 8 hours in rural areas. 2. If the complaint regarding low voltages warrants upgradation of distribution lines, transformers or installation of capacitors, it would be rectified within 60 days. 3. If redressal of the complaint warrants upgradation of the High Tension (HT) distribution system it would be rectified within 180 days. In case it is not possible to rectify the problem within the period prescribed above, the S.D.O. will communicate in writing within 15 days of lodging the complaint to the complainant the reasons for delay and the likely time period within which the problem would be rectified. C) Scheduled Outages / Load shedding Scheduled outage shall be specified through notice publicised within the affected area(s) and shall normally not exceed 8 hours on any day. The power supply shall normally be restored by 6.00 p.m.

In case of recurring load shedding exceeding 4 hours in a day over a consecutive period of 4 days, complaint may be lodged as per procedure laid down in para-3 above. Steps shall be taken to redress the grievance within 72 hours. In case the redressal is likely to take more than 72 hours, the complainant should be informed of the likely time by which the normal supply could be restored. D) Metering 1 As per Section 26 of the Indian Electricity Act 1910, the responsibility of installing a standard meter and its maintenance is that of the licensee and hence, the Licensee is required to check the meter for proper functioning at regular intervals. However, if a consumer has reasons to believe that the meter is not functioning properly, he may file application for the testing of his meter together with meter testing fee as applicable with the S.D.O. of his area. 2 Within 7 days of filing the application together with the testing fee, a tested check meter would be installed in series with the existing meter. If after a reasonable period of time which would not be less than 7 days, the existing meter is found to be slow or fast beyond the permissible limits, then the same would be removed leaving the check meter in its place for future metering. The account of the consumer would be adjusted suitably as per provisions of the Agreement/Act and the testing fee deposited by the consumer would be refunded. However, if the existing meter is found to be correct, the same would be left in place and the testing fee would be forfeited. 3 In case it is established that the defect in the meter was on account of tampering or deliberate act attributable to the consumer, then apart from the recoveries/penalty leviable under the rules, the cost of the meter would also be recovered from the consumer. 4 If the Licensee has reasons to believe that the meter at a consumer's premises is not functioning properly, he may at any time after giving due notice to the consumer install a check meter in series with the existing meter. If after a reasonable period of time which would not be less than 7 days, the existing meter is found to be slow or fast beyond the permissible limits, then the same would be removed leaving the check meter in its place for future metering. The account of the consumer would be adjusted suitably as per provisions of the Agreement/Act. 5 If the meter is the property of the consumer and its testing with the above procedure indicates the need for its replacement, then the Licensee shall leave the test meter at the premises of the consumer. If the consumer wishes to put his meter again he shall inform the licensee for installation.

For the period the licensee's meter remains at the consumer's premises, he would pay the usual charges as applicable. E) Billing Complaint in respect of non-receipt of energy bills/receipt of erroneous bills shall be lodged with SDO in writing, as per procedure laid down in para-3 above. The dispute shall be resolved within a period of 2 months as per code of practice for payment of bills & procedure for disconnection. F) Disconnection / Reconnection Where a wrongful disconnection has taken place the supply should be restored within 6 hours of lodging the complaint, Similarly, Complaints in respect of delay in reconnection of power supply shall also be resolved within 6 hours of lodging, if the complainant has submitted the proof of removal of cause, which led to disconnection of power supply. The disconnection shall be done within 6 hours of receiving such request in writing from the consumer, failing which the complaint shall be lodged with the SDO as per the procedure laid down in para-3 above. G) New connection/ Extension / Reduction of load: When an applicant is not satisfied with the response regarding release of his new connection /extension of load within the time limit as stipulated in Table below, he may lodge a complaint in writing with the SDO of the area as per para 3 above. Type of new connections/extension/reduction of load Time limit for: Issue of Demand Notice after receipt of application 10 working days1 1 month1 2 months1 Release of connection after receipt of valid test report 15 working days 1 month 1 month

S. N. 1. 2. 3. 4.

Domestic and Commercial Industrial connection upto 50 KW Industrial connection for loads above 50 KW Agricultural connections: involving LT line only. involving 11 kV works

2 months1 3 months1

1 month 2 months

Reduction of load in any categories

1

to be effective as per the agreement conditions with the Licensee

Sub j ec t t o t he t echnical & economic f easibili t y

H) Miscellaneous All complaints concerning power supply/ service other than those mentioned in para A to H above will also be lodged with the SDO of the area in writing who would respond within 10 working days. 5. Filing complaints with Bijli Adalat If the consumer seeking redressal of his grievances is not satisfied with the response of officer(s) subordinate to the Superintending Engineer of the area, then he can file a petition with the Bijli Adalat in the Office of the concerned Superintending Engineer. The Proforma for filing petition with Bijli Adalat is given in Annexure- II. The petition should be filed in duplicate and at least 15 days before the date of the Bijli Adalat together with a self addressed envelope with necessary postage for issue of notice to him Under Certificate of Posting, for appearance before the Adalat. (Advance notice regarding holding Bijli Adalat on a fixed date, including the scope of the Adalat shall be given by the Superintending of Engineer through local news papers/beating of the drums, for information of general public). 6. Periodic Inspection by next higher authority A database comprising of the complaints lodged by various categories of consumers, type of complaint, period of redressal etc shall be maintained by the Licensee. The complaint register maintained at the complaint centre/office will be inspected by the next supervisory authorities every month who will record his views regarding the adequacy of the measures taken and the response time. 7. Complaint before HERC It is the obligation of the Licensee to respond to a consumer's complaint in a timely and effective manner. However, if the consumer is not satisfied with the action taken by the Licensee (up to the XEN level), he may make a complaint to the Haryana Electricity Regulatory Commission in accordance with the procedure prescribed by the Commission.

Annexure-I

PROFORMA FOR COMPLAINTS

1. 2. 3.

Name, address and telephone No., if any of the complainant. Consumer account Number(Optional) Brief description of the complaint

__________________ Date : (Signature of Applicant)

- - - - - - - - - - - - - - - - - - Tear at this line - - - - - - - - - - - - -

ACKNOWLEDGEMENT TO BE HANDED OVER TO THE CONSUMER

1. 2. 3.

Complaint reference No.

( T o be given by License e)

Received on date Complaint received by

( N ame & D esigna t ion)

_________________ (Signature )

Annexure-II

PROFORMA FOR COMPLAINTS TO THE BIJLI ADALAT

Complaint Ref. No_______________________

( T o be given by License e)

1.

Name, address and telephone no if any of the complainant.

2. Consumer account Number 3. Copies of the previous complaints filed with SDO/XEN etc. with copies of the reply received, if any 4. Date since which the complaint is pending 5. Brief description of the present complaint to the Bijli Adalat

__________________ (Signature of Applicant) Date - - - - - - - - - - - - - - - - - - Tear at this line - - - - - - - - - - - - -

ACKNOWLEDGEMENT TO BE HANDED OVER TO THE CONSUMER

4. 5. 6.

Complaint reference No.

( T o be given by License e)

Received on date Complaint received by

( N ame & D esigna t ion)

_________________ (Signature )