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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)
,frii6 27qi'2020
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
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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
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