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Rmrq-a-oaf d rwrqri

Raipur, the l5th May 2019

NOTIFICATION

No. 86/CSERC/2020.- In exercise of the powers of sub section (2), (za) and (zb) of Section l8l read

with Section 86 (l) (i) read with Sections (57) & (59) of the Electricity Act 2003 (No. 36 of 2003) and all

powers enabling it in that behalf, the Chhattisgarh State Electricity Regulatory Commission hereby frames the

following Regulations related to standards of performance in distribution of electricity

CHHATTISGARH STATE ELECTRICITY REGULATORY COMMISSION (STANDARDS OF

PERFORMANCE IN DISTRIBUTION OF ELECTRICITY) REGULATIONS - 2O2O

l.

Short title, Commencement and Application

l.l

These Regulations shall be called the Chhattisgarh State Electricity Regulatory Commission (Standards

of Performance in Distribution of Electricity) Regulations, 2020.

1.2

These Regulations shall be applicable to all the distribution licensees and deemed licensees engaged in

the distribution of electricity in the State of Chhattisgarh.

1.3

These Regulations shall extend to the whole of the State of Chhattisgarh

1.4

They shall come into force from the date of their publication in the Chhattisgarh Rajpatra.

2.

Definitions

2.1

In these Regulations, unless the context otherwise requires:

(a) 'Act'means the Electricity Act, 2003 (No. 36 of 2003);

O) 'Area of supply' means the area within which a licensee is authorized by in his license to

\

supply electricity;

(c) 'Class-A City' means a city with population of Tenldfts (10,00,000) or above as per

2011 census;

(d) 'Commission'means the Chhattisgarh State Electricity Regulatory Commission;

AeE (14)

ffi{qqd,fui* zzr$zozo

(e) 'Days' means clear working days;

(D 'Default Days'means calendar days

(g) 'Extra High Tension/Exfia High Voltage' means the voltage exceeding 33000 volts under

normal conditions;

(h) "Harmonics" means a component of a periodic wave having frequency that is an integral

multiple of the fundamental power line frequency of 50Hz causing distortion to pure

sinusoidal waveform of voltage or current, and as governed by IEEE STD 519-1992, namely

"IEEE Recommended Practices and Requirements for Harmonic Control in Electrical Power

Systems" and corresponding standard as may be specified in accordance with clause (c) of

subsection (2) of section 185 of the Act;

(D 'High Tension/High Voltage' means the voltage exceeding 650 volts but not exceeding 33000

volts under normal conditions;

0)

'Licensee'means a person who has been granted a distribution license under Section 14 and

includes a person deemed to be a licensee under the same section of the Act and also a deemed

licensee under section 172 ofthe Act;

(k) 'Low Tension/Low Voltage' means the voltage that does not exceed 650 Volts under normal

conditions;

0)

'Rural areas' means any areas other than Urban areas as defined in these

regulations;

(m) 'Urban areas' means the areas covered by all Municipal Corporations and other Municipalities

including the areas falling under the various Urban Development Authorities, Cantonment

Authorities and Industrial Estate and Townships including those specified by the Government

of Chhattisgarh.

Words or expressions used and not defined in these Regulations shall bear the same meaning as in the

Electricity Act,2003 or in the absence thereof, the meaning as commonly understood in the electricity

sector.

Objectives

The objectives of these performance standards are:-

(a) to lay down standards of performance;

O) to measure performance against the standards for the licensee in providing service;

(c) to ensure that the distribution network performance meets a minimum standard which is

essential for the consumers' installation to function properly;

(d) to enable the consumers to design their systems and equipment to suit the electrical environment

that they operate in; and

(e) ' to enhance the quality of the services to meet acceptable customer service standards in the short

term and gradually move towards improved customer service standards in the long term."

Standards of Performance

The standards of performance specified in Schedule-I of these Regulations s shall be the minimum

standards of service that a distribution licensee shall achieve and maintain. The standard of

performance may be different across the area of a distribution licensee and across the distribution

licensees based on the concentration of population, local environment and conditions. The

categorization shall be applicable to Class A cities, Urban Areas and Rural Areas.

The standards of performance specified in Schedule-Il of these Regulations shall be the overall

standards of performance, which the licensee shall seek to achieve in the discharge of his obligations as

a licensee.

The licensee shall maintain relevant records regarding the standards of performance consumer-wise in

order to give a fair treatment to all consumers and avoid any dispute regarding violation of standards.

Compensation

The licensee shall register every complaint of a consumer relating to failure of power supply, quality of

power supply, meters and payment of bills etc., at the designated office and intimate the complaint

number immediately to the consumer.

2.2.

J.

4.

4.t.

4.2.

4.3

5.

5.1.

Bffiqrrairtrrn, fr<iq 27q{ 2rm

4eE (1s)

5.2.

If the licensee fails to meet the guaranteed standards of performance specified in Schedule-I, it shall be

liable to pay to the affected consumer(s), monetary compensation at rates as indicated against each of

the guaranteed standards ofperformance in the annexure to Schedule-I, provided that in serious cases

of non-compliance with the standards of performance or default in compliance, the Commission may

enhance the amount of compensation either suo-motu or on a complaint by consumer(s).

All payments of compensation shall be made by the licensee either in cash or by way of adjustment

against existing, current and/or future bills for supply of electricity.

The compensation paid to the consumer shall be recovered from the concerned responsible employees

/offrcers of the licensee. The responsibility shall be fixed by the licensee making appropriate

mechanism by the licensee and such compensation shall not be claimed in ARR by the distribution

licensee.

Procedure for payment of compensation

The consumer shall have to bring to the notice of the licensee the standard(s) of performance which

have been violated and accordingly claim compensation amount from the licensee. The consumer shall

submit the claim in an application, in Form A appended to these Regulations. The licensee shall

designate ofiicers who shall acknowledge consumers'claims and delegate adequate powers at different

levels for settlement and payment of compensation.

The licensee shall take a decision on the claim of the consumer and if found liable, shall pay the

amount to the consumer within 90 (ninety) days from the date of receipt of application by way of

adjustment as per clause 4.3 above.

If the licensee fails to pay the compensation or otherwise fails to dispose of the application to the

satisfaction of the consumer within the prescribed time, the aggrieved consumer may approach the

Consumer Grievance Redressal Forum established in terms of Section 42 of the Act and the Forum

shall consider such application.

Any consumer who is aggrieved by the non-redressal of his grievance under, Consumer Grievance

Redressal Forum may make to the Electricity Ombudsman, an application in Form B appended to

these Regulations for the redressal of his grievance within thrty days from the date of order of the

Consumer Grievances Redressal Forum. The Electricity Ombudsman shall issue orders on the

application within sixty days from the date of submission of the application. The compensation, if any

awarded by the Electricity Ombudsman, shall be paid to the consumer by the licensee within thirty

days, either in cash or by way of adjustment in the ensuing bills for supply of electricity to him.

Duty of the distribution licensee to create awareness.-

Every distribution licensee shall, for creating proper awareness regmding the standards of performance

among its consumers and its stafi undertake the following activities,-

(a) Manual of Procedure for Processing Complaints of Consumers shall be made available for

reference of the consumers and ttre siaffof the licensee at every office of the licensee;

(b) Manual of Procedure for Processing Cornplaints of Consumers shall be published on the website

, of the licensee in such a way that it is downloadable;

(c) The guaranteed standards of performance shall be prominently displayed in all the local oflices

of the licensee;

(d) The guaranteed standards of performance alon! with compensation structure, information on

procedure for filing of complaints, procedure for claiming compensation and such other details

shall be published on the website of the licensee in such a way that they are downloadable;

(e) Implementation of suitable training programs for the offrcers who are responsible to ensure the

standards of performance.

Information on Standards of Performance

In accordance with the provision of section 59(l) of theAct, every licensee shall fumish the following

information to the Commission:

(a) A quarterly report on the level of performance achieved in respect of matters covered in

Schedule I and II ofthese Regulations.

(b) A quarterly report on the number of cases in which compensation was payable under these

Regulations and the amount of compensation paid/payable in each case.

5.3.

5.4

6.3

6.4

6.2.

6.

6.1

8.

8.1.

7.

4er (16)

Edsrrq (lqqr, frqi6 z z q{ zo zo

8.2

The Commission shall amange for publication of the above information furnished by the licensees, at

least once in a year, in the manner as it deems fit.

9.

Exemption

9.1. The standards of performance specified in these Regulations may be kept in abeyance by the

Commission during force majeure conditions such as war, mutiny, civil commotion, riot, flood,

cyclone, lightning, earthquake or other force or cause beyond the control of the licensee and strike,

lockout, fue, etc. affecting the licensee installations and activities.

9.2. The Commission may by a general order issued for the purpose and after hearing the licensee and the

affected consumers/ consumer group, absolve the licensee of 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 and further that the licensee has otherwise made

efforts to fulfil his obligations.

10.

Issue oforders 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 these Regulations and

procedures to be followed.

I l.

Power to remove difficulties

I1.1. 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 Acq which appears to it to be necessary or expedient for the purpose of removing the

difficulties.

11.2. 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.

12.

Power to Amend

The Commission may, at any time, add, vary, alter, modiff or amend any provisions of these

regulations, or the schedules attached to these Regulations.

13.

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).

14.

Repeal and Saving

l4.l

The "Chhattisgarh state Electricity Regulatory Commission (Standards of Performance of Distribution

Licensees,) Regulations, 2006" are hereby repealed.

14.2 Notwithstanding the repeal anything done -or any action taken or purported to have been done or

taken under the repealed regulations, in so far as it is not inconsistent with the provisions of the Act or

rules and regulations made there under, be deemed to have been taken under these Regulations.

Note: In case of any difference in the interpretation or understanding of the provisions of the Hindi version of

these Regulations with that of the English version (the original version), the latter will prevail and in

case of any dispute in this regard, the decision of the Commission shall be final and binding.

By order of the Commission

sd/-

(S.P. Shukla)

Secretary.

SCTMDULE_I ,

(Refer to clauses 4.1, 5.2 and 6. l)

GUARANTEED STANDARDS OF PERFORMANCE

l.

Restoration of Power Supply

1.1

Normal Fuse-offcalls: Normal fuse-offcall shall include replacement of HT drop out fuses and fuses

on L.T. side of disfibution transformers or at the consumer premises. Normal fuse-off call shall be

edm'nqqc*, ftqi6 zzq{ zozo

4e8 (17)

attended within 4 (four) hours in class-A cities and urban areas and within 24 (twenty- four) hours in

rural areas.

1.2

Overhead Line Breakdown: There may be major and minor line breakdowns. Major breakdown may

require replacement of conductor, structures etc. Minor line breakdowns in class-A cities and urban

areas shall be attended within 6 (six) hours and in rural areas within 12 (twelve) hours. Major line

breakdowns shall be attended within 24 (twenty-four) hours in class-A cities and urban areas and

within 2 (two) days in rural areas.

1.3

Distribution transformer (DT) failure: The licensee shall restore supply in case of distribution

transformer failure by replacing the transformer or restoring supply from alternate sources withn 24

(twenty-four) hours in class-A cities and urban areas and within 5 (frve) days in rural areas.

1.4

Burnt Meter (LT) - The distribution licensee shall restore the power supply either by bypassing the

burnt meter or by installing meter within 8 (eight) hours of receipt of a complaint in class-A cities, 12

(twelve) hours in case of urban areas and 2 (two) days in case of rural areas. However, the burnt meter

shall be replaced as specified in clause 3.2.

1.5

Underground Cable / AB cable Breakdown - The distribution licensee shall restore the power supply

caused by underground cable or AB cable failures within 12 (twelve) hours in class-A cities, within 24

(twenty-four) hours in urban areas and within a8 (forty-eight) hours of the receipt of a complaint in

rural areas.

2.

Quality of Power Supply

2.1

Voltage Variations: The licensee shall maintain voltages at the point of commencement of supply to a

consumer within the limits stipulated hereunder, with reference to declared voltage:

(a) In the case of Low Yoltage,+6%s;

(b) Inthe case ofHigh Voltage, +60/o and -9o/o; atd,

(c) [n the case of Extra High Voltage, +llyo and -12.5%o.

On receipt of a voltage variation complaint, the distribution licensee shall veriff the complaint and, in

case of voltage variation exceeding the specified limits, shall:-

(a)

If the fault is on account of transformer (tap settings of transformer), ensure that the voltages

are brought within the specified limits, in 2 (two) days from the receipt of a complaint and,

(b)

Where expansion/enhancement of the network is not required, ensure that the

voltages are brought within the specified limits, in l0 (ten) days of the receipt of a complaint

and,

(c)

Where up-gradation of the distribution system is required, resolve the complaint in 120 (one

hundred twenty) days.

(d)

Where a new 33ll I KV substation is required, resolve the voltage variation complaints, in

l(one) year of the receip of such a complaint, complete the erection and commissioning of

such substation. In such cases, the distribution licensee shall inform the consumer about the

'

likely time period required for resolution of the complaint.

No compensation on account of voltage variations shall be payable to industrial and agricultural

consumers who do not provide capacitors as prescribed.

2.2. Harmonics

The maximum permissible limit of harmonics as specified in Institute of Electrical and Electronics

Engineers (IEEE) standard 519 (1992) adopted in clause (5) of part-Il of Central Electricity Authority

(Technical standard ofconnectivity to the grid) Regulations 2007 (hereafter CEA (Technical Standard

Regulations) is as follows:

(a)

Voltage distortion limit - Utilities responsibility

Bus Voltage

Maximum individual

voltase distortion

Total maximum

voltage distortion

33KV & 132KY

3.0

5.0

22OKY

2.0

2.5

4OOKV

1.5

2.0

(b)

Current distortion - consumer's responsibility

The total harmonics distortion for current drawn from the transmission system at the

4eE (lE)

, friifi 27 xf 2o2o

connection point shall not exceed 8oZ.

(c)

The voltage unbalance i.e. difference of voltage between any two phases on 33 KV and

above shall not exceed 3% at supply point.

3.

Complaints about meters

3.1

On receip of complaint, the distribution licensee shall carry out an inspection for detection of faulty /

non-working (stuck up, running slow / fast) meter within a(four) days, 7(seven) days and l2(fwelve)

days in class-A cities, urban areas and rural areas respectively and, in case ofdetection offault, shall

replace the meter before the end of subsequent billing cycle.

3.2

In case of burnt meter, the meter shall be replaced within 7 (seven) days of receipt of a complaint. The

licensee shall recover the cost of the meter from the subsequent bill of the consumer.

4.

New connections /Additional Load

In dealing with applications for new connections / additional load to consumers, the licensee shall

comply with the provisions of the Chhattisgarh State Electricity Supply Code. The time line for

rendering various services is specified as under:

TABLE.A

sl.

No.

Licensee Services

Time Limit for Rendering the Service

(excluding payment period)

LT connection excluding agriculture

a) Normal domestic connections

(where no addition / augmentation / up-

gradation of existing distribution mains is

required)

Urbanareas- Tdays

(including class-A cities )

Rural areas - 15 days

b) Otherthan a)

(Where power supply can be provided from

existing network),

Urban areas - 15 days

(including class-A cities )

Rural areas - 30 days

c) Where power supply requires

extension/,additiorV,augmentation/

up

gradation of distribution mains, including

distribution sub-station.

Urban areas - 90 days

(including class-A cities )

Rural areas - 120 days

2.

LT Agriculture connection

i) Agricultural connection during season

when clear access to fields is available

90 days,

provided full cost of extension is paid

iD Agricultural connection during season

, when no clear access is available

I 80 days,

provided full cost of extension is paid

J.

HT Connection

a) Informing feasibility after receipt of the

application

07 days

b) Issue of demand note of estimated charges

30 days

c) Completion time for extension of works

after payment and finalization of

agreement .

90 days

d) i) Issue of three months notice after

completion of extension work by the

licensee with installation of meter and

metering equipment.

ii) Release of load after completion of

extension work by licensee and

submission of clearance from Electrical

lnspector by the applicant.

7 days

7 days

udslrorterd, Rqi+ zzr$ zozo

4e8 (1e)

5.

Note:

(i)

The licensee shall not, however, be held responsible for the delay, if any, in extending supply, if the

same is on account of problems arising out of court cases, relating to statutory clearances, right of way,

acquisition of land and extension work is executed by the consumer under the supervision of licensee

or the delay in consumer's obligation to obtain approval of Chief Electrical Inspector for his High

Tension or Extra High Tension installation, etc. over which the licensee has no control.

Transfer of ownership and conversion of services

The licensee shall give effect to transfer of ownenhip, change of category and conversion of the

existing services from low tension to high tension and vice versa within the following time limits:

Complaints about consumer's bills

The distribution licensee shall put in place an online complaint registration with tracking facility

within 60 (sixty) days from the notification of this regulations. All the relevant telephone / mobile

numbers shall be uploaded in the licensee's website and printed in the electricity bills.

The distribution licensee shall acknowledge a consumer's complaint :-

(i)

In case of online complaint / telephonically lodged complaint; with immediate effect through

an auto generated unique complaint number.

(ii)

In case of postal complaint; the licensee shall communicate unique complaint number, within

3 (three) days.

The distribution licensee shall resolve consumer complaints within the following time limits:

(a)

Non receipt of a bill

Within 3 (three) days of the registration of

the complaint.

(c)

Billing complaints

Urbanareas-7days

(including class-A cities )

Rural areas - 15 days

7.

Load Reduction

The reduction of load shall be with effect from the first day of the ensuing billing month.

8.

Reconnection of supply following disconnection due to non-payment of bills

the Distribution Licensee has disconnected supply to a consumer for a period of not more than six

months, then if such consumer pays all amouirts due and payable by him to the satisfaction of the

Distribution Licensee or, in case of a dispute, pays such amounts under protest, the Distribution

Licensee shall reconnect supply within eight (8) hours from the payment of dues made by the consumer

in Class-A cities, .within twenty four (24) hours from the payment of dues made by the consumer in

Urban Areas and within two (2) days from the paynent of dues made by the consumer in Rural Areas.

Note: when the period of disconnection exceeds six months the case may be treated as new service

connections.

6.

6.1

6.2

TABLE.B

Sl. No.

Licensee Services

Time Limit for Renderine the Service

(a)

Transfer of ownership

Within two billing cycles after acceptance of

application form and execution of supplementary

affeement bv new aoolicant

(b)

Change of consumer category

From subsequent billing cycle from the date of payment

ofnecessary charges, ifany, by the consumer.

(c)

Conversion from LT to HT and vice

versa

As in Table A

4eE (20)

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SCHEDULE - II

(Refer to clauses 4.2 and6.l)

OVERALL STANDARDS OF PERFORMANCE

Reliability Indices

The distribution licensee shall calculate the reliability of distribution system on the basis of number and duration

of sustained or long supply voltage intemrptions (longer than Five minutes) in are porting period using the

following indices

(a)

System Average Intemrption Frequency Index (SAIFI)

(b)

System Average Intemrption Duration Index (SAIDI)

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

llKV/33KV feeders in the supply area, excluding those serving predominantly agricultural loads, and then

aggregating the number and duration of all intemrptions in that month for each feeder. The indices would then

be computed using the following formulae:

r.

SAIFI f{n,* *,) where,

i=l

Nt

Ai :

Total number of sustained intemrptions (each longer than 5 minutes) on ith feeder for the month

Ni:

Number of consumers of ith feeder affected due to each sustained intemrption

Nt:

Total number of consumers at l lKV in the Disfribution Licensee's supply area

number of I lKVand 33 kV feeders in the licensed area of supply (excluding those serving

predominantly agricultural loads)

2. sArDr itr,

- ur,l

i=l

Where

Bi: Total duration in minutes of all sustained intemrptions (each longer than 5 minutes) on ith feeder for the

month

The disfiibution licensee shall maintain the reliability of power supply on monthly basis within the time line

specified in tiUte below:-

Reliability

indices

Target level

(July to March)

(per consumer per month)

Target level

(April to June)

SAIFI

Class-A cities - 15 intem.rptions

Class-A cities - 20 intemrptions

SAIDI

Class-A cities - 6 hrs./month (360

mins/month)

Class-A cities -10 hrs./month (600

mins/month)

SAIFI

Urban areas - 30 intemrptions

Urban areas - 40 intemrotions

SAIDI

Urban areas - 15 hrs./month (900

mins/month)

Urban areas - 20 hrs./month (1200

mins/month)

SAIFI

Rural areas - 35 intemrptions

Rural areas - 50 intemrptions

SAIDI

Rural areas -20 hrs./month (1200

mins/month)

Rural areas -30 hrs./month (1800

mins/month)

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Provided that:

(a)

While calculating the given reliability indices, the following types of intemrptions shall not be taken

into account:

i.

Momentary outages of duration less than 5(five) minutes.

ii.

Outages due to Force Majeure events such as cyclone, floods, storms, war, mutiny, civil

commotion, riots, lightning, earthquake, lockout, grid failure, fire affecting licensee's

installations and activities Centre during the occurrence of failure of their facilities;

iii.

Intemrptions due to scheduled or planned outages

O)

The distribution licensee shall capture reliability indices data directly from the feeder monitoring

system and there should not be any manual interventions as far as possible.

(c)

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.

ANNEXURE TO SCHEDULE- I & II

LEVEL OF COMPENSATION PAYABLE TO CONSUMERS FOR FAILURE TO MEET

STANDARDS OF PERFORMANCE

Nature of Service

Standards of Performance Indicating the maximum time

limit for rendering the service

Compensation payable to

affected consumer(s) in

case ofdefault

1. Restoration of Supply

(a) Fuse-offcall

a (four) hours (class-A cities and urban areas)

24 (twenty-four) hours (rural areas)

Rs 5/- hr up to 12 hrs

& Rs lO/- per hr

beyond that

(b) Line breakdown.

6 (six ) hours (minor)

24 (twenty-four) hours

(major)

(class-A cities and wban

areas)

12 (twelve) hours (minor)

2 (two) days (major)

(rural areas)

(c) Distribution transformer

failure

24 (rwenty-four) hours (class-A cities and urban

areas)

5 (five) days (rural areas)

(d) Burnt rneter (LT)

8 (Eight) hours (class-A cities)

12 (twenty-four) hours (urban areas)

2 (two) days (rural areas)

(e) Underground Cable

Breakdown

12 (twelve) hours (class-A cities)-

24 (twenty-four) hours (urban areas)

2 (two) days (rural areas)

2. Quahty of Supply

(a) Maintenance of voltage

within the specified range

of the declared voltage.

2 (two) days, if the fault is on account of transfbrmer

(local problem)

l0 (ten), days wherever expansiop / enhancement of

the network is not required

120 (one hundred and twenty) days, in case up-

gradation ofthe distribution system is required

l(one) year in case ofsubstation is required

Rs l0/- for each day of

default

3. Meters

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(a) Meter inspection in case

of customer complaint

regarding faulty / non-

working (stuck up, running

slow I fast or creeping)

meters.

a (four) days (class-A cities)

7 (seven) days (wban areas)

12 (twelve) days (rmal areas).

Rs. l0/- for each day of

default

(b) Replacement of meter if

found faulty

Within subsequurt billing cycle

(c) Replacement of bumt

meter

7 days

4. Application for new

Connection/ additional load

4.1 LT

connection

excluding agriculture

a)

Normal domestic

connections

(where no addition /

augmentation / up-gradation

of existing distribution

mains is required)

Urbanareas- 8days

(including class-A cities )

Rural areas - 14 days

Rs 50/- for each day of

default

b) Other than a)

(i) Where power supply

can be provided from

existing network,

Urban areas - 15 days

(including class-A cities )

Rural areas - 30 days

(excluding payment period)

iD Where power supply

requires extension of

distribution mains,

including distribution

sub-station.

Urban areas - 90 days

(including class-A cities )

Rural areas - 120 days

(excluding payment period)

4.2 LT

Agriculture

connection

i) Agricultural connection

during season when clear

access to fields is available

90 days,

provided full cost of extension is paid

Rs 50/- for each day of

default

ii) Agricultural connection

during season when no clear

access is available

180 days,

provided full cost of extension is paid

4.3 High Tension (HT)

Connection

jq Informing feasibilily

after receipt of

the

application

15 (fifteen) working days

Rs 100 /- for each day of

default

Rs 100/- for each day of

default

;gq Issue of demand note of

estimated charges

30 (thftty)days

(c) Completion time for

extension of works after

payment and finalization of

agreement

90 (ninety) days

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(d)

(iii) Issue of three

months notice after

completion of

extension work by

the licensee with

installation of

meter and metering

equipment.

7 (seven) days

(iv) Release of load

after completion of

extension work by

licensee and

submission of

clearance from

Electrical Inspector

by the applicant.

7 (seven) days

5.

Load Reduction

With effect from the first day of the following billing

month.

Rs 100/- for each day of

default

6.

Reconnection of

supply

following

disconnection due to non-

payment of bills (after the

payment of all dues made

by the consumer)

Class A cities - eight (8) hours

Urban Areas- twenty four (24) hours

Rural Areas- two (2) days

from the payment of dues made by the consumer

Rs 100/- for each day of

default

7. Transfer ofownership and

conversion ofservices

(a) Transfer of ownership

Within two billing cycles after acceptance of application

form and execution of supplementary agreement by new

applicant

Rs 50/- for each day of

default.

O) Change of consumer

category

From subsequent billing cycle from the date of

payment of necessary charges, if any, by the

consumer.

(c) Conversion from LT to

HT and vice versa

As in Table A

8.

Complaints on

Consumer's Bills

(a)

Non receipt

bill

ofa

Within 3 (three) days of the registration of the

complaint.

Rs l0 /-for each day of

default

(b) Inadequate time for

payment of bill

Extension of due date of payment within 2 (two)

days

(c) Billing complaints

Urbanaxeas-7days

(including class-A cities )

Rural areas - 15 days

Rs l0/- for each day of

default

4eE (241

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9. Reading of consumer's

meter.

Monthly

Rs 100/- for first month

Rs 200/- per month

beyond the first month of

delay.

10. Refund ofDeposits (After

completion of formalities by

the consumer)

60 (sixty) days

Rs 50/- for each day of

default

I l. Maintenance of reliability

within the specified limit

SAIFI

15 intemrptions per customer (class-A cities)

30 intem.rptions per customer (urban)

35 intemrptions per customer (rural)

Rs. 60/- per consumer for

each no ofdefault

SAIDI

6 hrs./month (360 mins/month) (class-A cities)

15 hrs./month (900 mins/month) (urban)

20 hrs./month (1200 minVmontlt) (rural)

Rs. 5/- per consumer for

each hour of intemrptions

SCHEDULE OF OVERALL STANDARD OF PERFORMANCE

Service Area

Overall standards of performance

l. Normal Fuse-offcall

Iowns and cities

A,t least 90o/o calls received should be rectified within stipulated

;ime limit in both cities and towns and rural areas

Rural areas

2. Line Breakdowns

Iowns and cities

A.t least 95%o of cases should be resolved within the time limit in

Rwal areas

roth cities and towns and rural areas

. Replacement of Failed Distribution Transformer

lowns and cities

At least 95ol^ of nTRs qhorrld he recolved within the time limit in

lural areas

:oth cities and towns and rural areas

l. Period of Scheduled shut-down

Vlaximum duration in a single stretch

At least 957o of cases should be resolved within the time limit

lestoration of supply after shut down

i.Voltage Variations

lVhere no expansion or enhancement of network is

nvolved

At least 95% of cases should be resolved within the time limit

Where up-gradation of distribution system is

'equired

At least 90% of cases should be resolved within the time limit

5. Meter Complaints

lnspect and check correctness

q.t least 90% of cases should be resolved within the time limit

Replace slow, fast, creeping or jammed meters

Replace burnt meters if cause not attributable to

lonsumer

Replace burnt meters in all other cases

. Application for new connection/ additional load

Release of supply where service is feasible from

:xisting network.

4.t least 95% of cases should be resolved within the time limit

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Service Area

Overall standards of performance

R.elease of supply where Network expansion/

:nhancement required for providing connection

{griculture connections

{t least 90% of cases should be resolved within the time limit

3. Transfer ofownership and conversion ofservice

Iitle transfer of ownership

4.t least 99o% of cases should be resolved within the time limit

Shange ofcategory

lonversion ofLT l-ph phase to LT 3-ph.

lonversion from LT to HT and vice-versa

). Resolution of complaints on consumer's Bills

If no additional information is required

A,t least 90% of cases should be resolved within the time limit

lf additional information is required for LT

lonsumers

lf additional information is required for HT

)onsumers

10. Reconnection of supply following

disconnection

4.t least 95% of cases should be resolved within the time limit

11. Refund of Deposits (After completion of

formalities by the consumer)

{t least 99%o of cases should be resolved within the time limit

I 2. Transformer failures

Power Transformer

Shall not exceed 2 per cent p.a.

Distribution Transformer

Shall not exceed l0 per cent p.a.

13. Faulty Meters (lvtN& Burnt, sticky, etc.)

lhall not exceed 2.5 per cent of metered installations

14. Billing Efficiency

100 % of the consumers to be billed during the billing cycle

[5. Collection Efiiciency

92oh of ctxrent annual demand +l5o/o of arrears at the beginning

rfyear

FORM A

APPLICATION FOR CLAIMING COMPENSATION AMOUNT

BY THE AFFECTED CONSUMER

I

Name of the Consumer

2

Address

3

B.P. Number

4

Nature of complaint in brief

5

Complaint Number

6

Date and time of lodging complaint

7

Date and time the complaint attended by the Licensee

8

Standard time within which the complaint is to be

I

4et 126)

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attended to as per Licensees'Standards ofPerformance

Regulations

9

Actual Time taken to attend to the complaint

:

l0

Amount to be received as per Licensees' Standards of :

Performance Re gulations

ll

MobileNo./E-mail ID

Date:/Time

Place:

Signature

ACKNOWLEDGMENT (To be given by the Licensee)

ClaimNumber

Date

Name of the Consumer

BPNumber

Signature of the Official of the Licensee

with Name, Seal and Date

FORMB

APPEAL BEFORE TT{E ELECTRICITY OMBUDSMAN

[See clauses 6.4 of CSERC (Standards of Performance in Distribution of Electricity) Regulations, 2020]

Sub: Representationon..........

Sir,

Being aggrieved by the non-redressaUorder of the Consumer Grievance Redressal Forum, The

applicant hereby makes the following representation/appeal. The details of the application are as follows:

l.

Name of the applicant

2.

Full address of the applicant

3.

BPNo.

4.

Details of request submitted to the Consumer Grievance

Redressal Forum (A copy of the request and the orders

shall be attached)

5.

Nature of relief sought from the Ombudsman

6.

List of documents enclosed

7.

Mobile No. and Email ID

DECLARATION

I / we, the applicant/s herein declare that,

(a) The information furnished herein above is true and correct and;

(b) I /we have not concealed or misrepresented any fact, stated above or in the documents submitted

herewith;

The undersigned or any ofus or any ofthe parties concerned has not brought the subject matter ofthe

present complaint before the Ombudsman to the best of my / our knowledge and belief.

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The subject matttr of the present complaint is not in respect of the same which was settled by the

Onrbudsman in any pevious proceedings.

The subject matter of the present complaint has not been pending / decided by any Fonrm I Cawt / -

Arbitrator / any other authority.

Place:

Date :

Sigrrature of the complainant

t,

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