(202)

Haryana Government Gazette

Published by Authority

No. 19-2020]

CHANDIGARH, TUESDAY, MAY 12, 2020 (VAISAKHA 22, 1942 SAKA)

PART III

Notifications by High Court, Advertisement, Notices and Change of Name etc.

HARYANA ELECTRICITY REGULATORY COMMISSION

BAYS NO. 33-36, SECTOR-4, PANCHKULA-134113, HARYANA

Tel. No. 0172-2572395 (O), Fax No. 0172-2572359

www.herc.nic.in

Notification

The 24th April, 2020

Standards of Performance of Distribution Licensees and Determination of Compensation Regulations, 2020

Statement of Objects and Reasons

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 specified the Standards of Performance for the Distribution Licensee through The

Haryana Electricity Regulatory Commission Regulation No. HERC/04/2004: Haryana Electricity Regulatory

Commission (Standards of Performance for the Distribution Licensee) Regulations, 2004.

Thereafter an amendment to these `Regulations was issued on 11th September 2007 as Haryana Electricity

Regulatory Commission (Standards of Performance for the Distribution Licensee) 1st Amendment, Regulation, 2007.

Commission further received, a report, on Power Quality of Electricity Supply to the Consumers, dated

14.9.2018 from Forum of Regulators for consideration of the State Regulatory Commissions to frame such

regulations. The report lay emphasis on the need for Regulations on Power Quality which define the Power Quality

indices, role and responsibilities of various entities, Standards/ limits to be followed, incentive/ disincentive

mechanism and procedure for monitoring, management and control of all aspects of Power Quality while exploring

the present legal frame work and the global regulatory scenario.

In view of above, the Draft Discussion Paper for the Regulations “Haryana Electricity Regulatory Commission

(Standards of Performance of Distribution licensees and Determination of Compensation) Regulations, 2018 was

prepared considering the various Power Quality Parameters. The last date of filing suggestions/comments/objections

on the said draft Regulations was 01/02/2019 and the Public hearing was held on 20/02/2019.

Thereafter, based on the suggestions/comments/objections, the Commission prepared Draft Regulations

“Haryana Electricity Regulatory Commission (Standards of Performance of Distribution licensees and Determination

of Compensation) Regulations, 2019 and uploaded the same on its website for seeking comments on the said draft

Regulations by 21/05/2019. The Distribution Licensees submitted their comments on the same.

PART III]

HARYANA GOVT. GAZ., MAY 12, 2020 (VYSK. 22, 1942 SAKA)

203

The Commission, after due consideration of the written comments/objections received from public, Haryana

Power Utilities and other stake holders and views expressed/issues raised in the Public Hearing, have accordingly

made the necessary amendments in the draft regulations and have finalized the Draft for Haryana Electricity

Regulatory Commission (Standards of Performance of Distribution licensees and Determination of Compensation)

Regulations, 2020.

Regulation No. HERC/50/ 2020.— In exercise of powers conferred by the proviso of clause (za) of sub-section (2)

of Section 181 and clause (zp) of sub-section (2) of Section 181 read with sub-section(1) of Section 57, sub-section

(2) of Section 57, sub-section (1) of Section 59 and clause (i) of sub-section (1) of Section 86 of the Electricity Act,

2003 (36 of 2003), the Haryana Electricity Regulatory Commission hereby makes the following Regulations:-

Short Title, Commencement and Scope Extent

1.1.

These Regulations may be called the “Haryana Electricity Regulatory Commission (Standards of

Performance of Distribution Licensees and Determination of Compensation) Regulations, 2020”.

1.2

These Regulations shall come into force from the date of their publication in the Official Gazette of

Haryana.

1.3

These Regulations shall be applicable to all Distribution and Retail Supply Licensee(s) including

Deemed Licensee(s) and consumer(s) of electricity in the State of Haryana.

Definitions and Interpretations

2.1

In these Regulations unless the context otherwise requires.

(a)

“Act” means the Electricity Act, 2003 (36 of 2003) as amended from time to time;

(b)

“Applicant” means an owner or occupier of any land/premises who files an application with a Licensee

for supply of electricity, increase or reduction in sanctioned load/contract demand, change in title,

shifting of meter/connection/line/distribution transformer etc., disconnection or restoration of supply, or

termination of agreement, as the case may be, in accordance with the provisions of the Act and the

Codes, Rules and Regulations made there under or other services;

(c)

“Area of Supply” means the area within which a Licensee is authorized by his Licence to supply

electricity;

(d)

“Authorised Representative” of any person/entity means all officers, staff, representatives or persons

discharging functions under the general or specific authority of the person concerned /entity;

(e)

“Billing cycle or billing period” means the period for which regular electricity bills as specified by the

Commission, are prepared for different categories of consumers by the Licensee. This is the period

between two consecutive meter reading dates;

(f)

“Call Centre” means the office set up by the distribution licensee(s) (may be at back end or customer

interfacing front end) with adequate technology and systems for registering complaints round the clock;

(g)

“Clearance(s)” means necessary approval(s) / No Objection Certificate(s) (NOC) sought from all

relevant persons or authorities including Municipal Authorities which is required for the execution of

work(s) by the Distribution Licensee(s);

(h)

“Commission” means the Haryana Electricity Regulatory Commission;

(i)

“Days ” means working days i.e excluding gazetted holidays and Sundays.

(j)

“Fuse-off” means fuse blown off because of overloading/ageing or for any other reasons.

(k)

“Harmonics” means a component of a periodic wave having frequency that is an integral multiple of

the fundamental power line frequency of 50 Hz 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 standards as

may be specified by the CEA;

(l)

“Load Shedding” means a period during which the SLDC has directed the Licensee to reduce the load

in order to ensure the safety of Grid and reasons attributed to the same. A period of Grid failure due to

force majeure event will not be covered under it;

(m)

“Meter” means an equipment used for measuring, indicating and recording quantities including energy

in kWh or kVAh, maximum demand in kW or kVA, reactive energy in kVARh and accessories

including Current Transformer (CT), Voltage Transformer (VT) / Potential Transformer (PT) /

Capacitor Voltage Transformer (CVT), where used in conjunction with such meter. It shall also include

necessary wiring, any seal or sealing arrangement and other associated equipment provided by the

Distribution Licensee for sealing, reliability and for preventing theft/unauthorized use of electricity;

HARYANA GOVT. GAZ., MAY 12, 2020 (VYSK. 22, 1942 SAKA)

PART III]

204

(n)

‘Continuous Phenomenon’ means deviations from the nominal values that occur continuously over a

long period of time;

(o)

‘Contract Demand’ means demand in kilowatt (kW)/kilovolt ampere (kVA)/Horse Power (HP) as

mutually agreed between Distribution Licensee and the Consumer and as entered into in the agreement

for which Distribution Licensee makes specific commitment to supply from time to time in accordance

with the governing terms and conditions contained therein or equal to the sanctioned load, where the

contract demand has not been provided through /i the agreement.

(p)

‘Declared Supply Voltage (Uc)’ means the voltage at the consumers supply terminals declared by the

supplier of electrical energy. Declared supply voltage is usually equal to the nominal voltage;

(q)

‘Designated Customers’ means the customers identified as major power quality polluters due to

their installed non-linear loads or generation or otherwise under these Regulations and shall interalia

include commercial buildings (Healthcare, Hotels, Airports, malls etc.), IT/ITES and Banking, Finance

& Service Industries (BFSI), Automobiles, Iron & Steel, Aluminium, Textile, Paper & Pulp, Chlor-

Alkali, Petro-Chemical, Cement, Pharmaceuticals, Fertiliser, Food Processing, Plastic & Rubber and

Railways/Metros, grid connected distributed generating resource and Electric Vehicle Charging

infrastructure etc.;

(r)

‘Flicker’ means the impression of unsteadiness of visual sensation induced by a light stimulus whose

luminance or spectral distribution fluctuates with time. It is caused under certain conditions by voltage

fluctuation changing the luminance of lamps;

(s)

‘Flicker Severity’ means intensity of flicker annoyance evaluated by the following quantities:

Short term severity (Pst) measured over a period of 10 min;

ii.

Long term severity (Plt) calculated from a sequence of twelve Pst-values over a 2 hour time

interval;

(t)

‘Forum’ means as defined under Haryana Electricity Regulatory Commission (Consumer Grievance

Redressal Forum & Electricity Ombudsman) Regulations including any amendment thereto in force

from time to time ;

(u)

‘Frequency’ means the number of alternating cycles per second [expressed in Hertz (Hz)];

(v)

‘Grid Code’ means the Grid/Distribution Code as specified by the Haryana Electricity Regulatory

Commission;

(w)

‘Grid Standards’ means the Grid Standards specified by the Authority;

(x)

‘Harmonics’ means the sinusoidal component of a periodic wave, either Voltage or Current waveform,

having a frequency that is an integral multiple of the fundamental frequency of 50 Hz;

(y)

‘High Voltage’ means the voltage whose nominal r.m.s. value is more than 33000 volts but less than or

equal to 150000 volts as per IS 12360:1988 standard;

(z)

‘Indian Standards (IS)’ means standards specified by Bureau of Indian Standards;

(aa)

‘IEC Standard’ means a standard approved by the International Electro technical Commission;

(bb) ‘Interconnection Point (Distribution System)’ a point on the electricity system, including a sub-

station or switchyard, where the interconnection is established between the customer and the electricity

system of the distribution licensee and where electricity injected into or drawn from the electricity

system can be measured unambiguously for the customer;

(cc)

‘licensee’ means the distribution licensee;

(dd) ‘Low Voltage (LV)’ means the voltage whose nominal r.m.s. value is less than or equal to 1000 Volts

as per IS 12360:1988 standard;

(ee)

‘Medium Voltage (MV)’ means the voltage whose nominal r.m.s. value is more than 1000 volts but

less than or equal to 33000 volts as per IS 12360:1988 standard;

(ff)

‘Maximum demand load current’ means the current value at the point of common coupling

calculated as the sum of the currents corresponding to the maximum 15 minute demand during each of

the twelve previous months divided by 12;

(gg)

‘Nominal voltage (of the Distribution System) (Un)’ means the value of voltage by which the

electrical installation or part of the electrical installation is designated and identified;

(hh) ’Normal Operating Condition’ means operating condition for an electricity network, where

generation and load demands meet, system switching operations are concluded, faults are cleared by

automatic protection systems and in the absence of:

PART III]

HARYANA GOVT. GAZ., MAY 12, 2020 (VYSK. 22, 1942 SAKA)

205

temporary supply arrangement;

ii.

exceptional situations such as:

exceptional weather conditions and other natural disasters;

force majeure;

third party interference;

acts by public authorities;

industrial actions (subject to legal requirements);

power shortages resulting from external events

(ii)

‘Nominal Frequency’ means the frequency of 50.00 Hz of the supply voltage.

(jj)

‘Point of Common Coupling (PCC)’ means the point of metering, or any other point on supply

system of distribution licensee, electrically nearest to the particular load at which other loads are, or

could be, connected. For service to industrial users (i.e., manufacturing plants) via a dedicated service

transformer, the PCC is usually at the HV side of the transformer. For commercial users (office parks,

shopping malls, etc.) supplied through a common service transformer, the PCC is commonly at the LV

side of the service transformer.

(kk) ‘Power Factor’ or ‘Displacement Power Factor’ means the cosine of the electrical angle between the

voltage and current vectors in an AC electric circuit;

(ll)

‘Power Quality Meter’ means a device suitable for monitoring and recording of power quality. It shall

be capable of accurate measurement, monitoring and recording of harmonics, sags, swells, flickers and

other power quality parameters;

(mm) ‘Rural areas’ mean the areas covered by Gram Panchayats, including major and minor Panchayats;

(nn) ‘r.m.s. (root-mean-square) value’ means square root of the arithmetic mean of the squares of the

instantaneous values of a quantity taken over a specified time interval and a specified bandwidth;

(oo)

‘Sanctioned load’ means load in kilowatt (kW)/kilovolt ampere (kVA)/Horse Power (HP) for which

the Distribution Licensee had agreed to supply from time to time subject to governing terms and

conditions;

(pp) ‘Supply Area’ means the area within which a Distribution Licensee is authorized by his License to

supply electricity;

(qq) ‘Supply Terminals’ means point in a distribution system designated as such and contractually fixed, at

which electrical energy is exchanged between the Customer and distribution licensee. This point can

differ from the electricity metering point or the point of common coupling.

(rr)

‘Supply Voltage’ means the r.m.s. value of the voltage at a given time at the supply terminal, measured

over a given interval;

(ss)

‘Supply Voltage Interruption’ is a condition in which the voltage at the supply terminals is

completely lost or lower than 10% of the nominal voltage condition. It can be classified as:

Planned or Prearranged Supply Interruptions means a supply interruption when network users

are informed in advance;

Forced or Accidental Supply Interruptions, caused by permanent or transient faults, mostly

related to external events, equipment failures or interference.

A Planned or forced supply interruption is classified as:

Sustained or long interruption means supply interruption is longer than 3 min;

ii.

Short interruption means supply interruption is from 20ms to 3 min;

For poly-phase systems, a supply interruption occurs when the voltage falls below 10% of

the nominal voltage on all phases (otherwise, it is considered to be a dip).

(tt)

‘Supply voltage dip’ means a temporary reduction of the r.m.s. supply voltage at a given point in the

electrical supply system of 10 to 90% of the declared voltage for a duration from 10 ms up to and

including 1 min. Typically a dip is associated with the occurrence and termination of a short-circuit or

other extreme current increase on the system or installation connected to it;

(uu) ‘Supply voltage dip duration’ means time between the instant at which the r.m.s. voltage falls below

the start threshold and the instant at which it rises to the end threshold. For poly-phase events, a dip

begins when one voltage falls below the dip start threshold and ends when all voltages are equal to or

above the dip end threshold.

HARYANA GOVT. GAZ., MAY 12, 2020 (VYSK. 22, 1942 SAKA)

PART III]

206

(vv)

‘Supply voltage dip end threshold’ means r.m.s. value of the supply voltage specified for the purpose

of defining the end of a supply voltage dip;

(ww) ‘Supply voltage dip start threshold’ means r.m.s. value of the supply voltage specified for the

purpose of defining the start of a supply voltage dip;

(xx)

‘Supply voltage dip Residual Voltage’ means minimum value of r.m.s. voltage recorded during a

voltage dip;

(yy)

‘Supply voltage swells (temporary Power Frequency Overvoltage)’ means temporary increase in the

r.m.s. supply voltage at a given point in the electrical supply system above 110 of the declared voltage

for a duration from 10 ms up to and including 1 min;

(zz)

‘Supply voltage swell duration’ means time between the instant at which the r.m.s. voltage exceed the

start threshold and the instant at which it falls below the end threshold;

(aaa) ‘Supply voltage swell end threshold’ means r.m.s. value of the supply voltage specified for the

purpose of defining the end of a supply voltage swell;

(bbb) ‘Supply voltage swell start threshold’ means r.m.s. value of the supply voltage specified for the

purpose of defining the start of a supply voltage swell;

(ccc) ‘System Average Interruption Duration Index’ (SAIDI) means the average duration of sustained

interruptions per consumer occurring during the reporting period, determined by dividing the sum of all

sustained consumer interruptions durations, in minutes, by the total number of consumers;

(ddd) ‘System Average Interruption Frequency Index’ (SAIFI) means the average frequency of sustained

interruptions per consumer occurring during the reporting period, determined by dividing the total

number of all sustained consumer interruption by the total number of consumers;

(eee) ‘True Power Factor’ means the ratio between total active power used in a circuit (including

harmonics) and the total apparent power (including harmonics) supplied from the source. True power

factor is always less than displacement power factor if harmonics are present in the system;

(fff)

‘Transient over voltages’ means short duration oscillatory or non-oscillatory over voltages usually

highly damped and with duration of few ms or in microseconds;

(ggg) ‘Total Demand Distortion (TDD)’ means the ratio of the root mean square of the harmonic content,

considering harmonic components up to the 50th order, expressed as a percent of the maximum demand

current;

(hhh) ‘Total Harmonic Distortion’ or ‘THD’ means the ratio of the root mean square of the current

harmonic content, considering harmonic components up to the 50th order, expressed as a percent of the

fundamental;

(iii)

‘Voltage Events’ means sudden and significant deviations from normal or desired wave shape.

Voltage events typically occur due to unpredictable events (e.g. faults) or due to external causes (e.g.

weather conditions);

(jjj)

‘Voltage Fluctuation’ or ‘Voltage Variations’ means series of voltage changes or a cyclic variation of

the voltage envelope, the magnitude of which does not normally exceed the specified voltage ranges;

(kkk) ‘Voltage unbalance’ means a condition in a poly-phase system in which the r.m.s. values of the line-

to-line voltages (fundamental component), or the phase angles between consecutive line voltages, are

not all equal. The degree of inequality is usually expressed as the ratios of negative and zero sequence

components to the positive sequence component;

(lll)

‘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 Haryana Government;

(mmm) “Voltage” means, the difference of Electric potential measured in volts between any two conductors

or between any part of either conductor and the earth, as measured by a Voltmeter meeting Indian

Standards;

“Low voltage ”, where the voltage does not exceed 250 volts,

“Medium voltage”, where the voltage exceeds 250 volts but does not exceed 650 volts,

“High voltage”, where the voltage exceeds 650 volts but does not exceed33,000 volts,

“ Extra High voltage”, where the voltage exceeds 33,000 volts :

(nnn) “voltage unbalance” means the ratio of the maximum voltage deviation of the phase voltage from the

average phase voltage to the average phase voltage of the three phases;

PART III]

HARYANA GOVT. GAZ., MAY 12, 2020 (VYSK. 22, 1942 SAKA)

207

2.2

Words, terms and expressions defined in the Electricity Act, 2003, as amended from time to time and used in

these Regulations, shall have and carry the same meaning as defined and assigned in the said Act.

All 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 same Act,

provided that such definitions in the Haryana Electricity Reform Act, 1997 are not inconsistent with the

provisions of the Electricity Act, 2003.

2.3

In interpretation of these Regulations, unless the context otherwise requires:

(1)

Words in the singular or plural term, as the case may be, shall also be deemed to include the plural or

the singular term, respectively;

(2)

References to any statutes, regulations or guidelines shall be construed as including all statutory

provisions consolidating, amending or replacing such statutes, Regulations or guidelines, as the case

may be, referred to;

(3)

Terms "include" or "including" shall be deemed to be followed by "without limitation" or "but not

limited to" regardless of whether such terms are followed by such phrases or words of like import.

2.4

Any reference to Regulations without any qualification shall be considered as reference to these Regulations.

Standards of Performance of Distribution Licensees

3.1

The Standards of Performance specified herein shall be the minimum acceptable standard of service

with reference to quality, continuity and reliability of services that a Licensee shall achieve and

maintain in discharge of his obligations as a Distribution Licensee. The Standards 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 both Urban as well as rural areas;

3.2

Any failure by the Distribution Licensee to achieve and maintain the standards of performance

specified in these Regulations shall render the Distribution Licensee liable to payment of compensation

under the Act, as specified in Schedule I, to an affected person claiming such compensation.

3.3.1 Standards of Performance specified in Schedule-I relates to Guaranteed Standards of

Performance for which consumers against whom no arrear other than of billing current cycle is

pending on the date of violation are eligible for claiming the compensation in the manner

provided in the Schedule-I in case the Licensee fails to provide services as per the Standards of

Performance.

3.3.2 The concerned officer (SDO in charge, who fails to comply with the time-lines for rendering

services as mandated under this regulation, without prejudice to any penalty which may be

imposed or prosecution be initiated, he shall be liable to pay a fine of Rs 1000 (Rupees one

thousand ) per day for each day of delay subject to Rs 10,000 (Rupees ten thousand) maximum,

in each case and such fine shall be payable by both SDO and XEN in charge of the sub division

concerned in equal proportion.

Provided that complaint against non-compliance of the time-lines have to be filed by

aggrieved person before the Commission and the Commission may after providing an

opportunity of being heard to the parties shall impose the penalty thereafter.

3.4

Provided that any time limits set out in these Regulations shall refer to the maximum time permitted for

performing the activities to which they relate to.

3.5

In case of applications requiring supply under agriculture category (Agriculture Pump sets) Licensee’s

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

applicant’s case cannot be covered in the programme of release of Agriculture Pump set connections

fixed for the year.

3.6

The Licensees shall ensure 100% correct metering and replace the defective/dead/burnt meters within

the prescribed period as mandated in these Regulations. In case, the consumer desires to install its own

meter then he shall be allowed to install the Smart Meter, compliant to the approved specifications.

3.7

The standards specified in Schedule-II shall be the overall standards of performance which the Licensee

shall seek to achieve in discharge of its obligations. However, against violation of any such

overall/general standards, any claim of compensation will not be admissible.

HARYANA GOVT. GAZ., MAY 12, 2020 (VYSK. 22, 1942 SAKA)

PART III]

208

Period for Giving Supply

4.1

New Connection/Additional Load/ Reduction in Load/Temporary Connection/Shifting of

meters/service lines/Equipment

The Distribution Licensee shall follow the procedure and timelines specified under Electricity Supply

Code, Regulations, 2014 including any amendments thereto in force from time to time for effecting

services including new connection/additional load/reduction in load/ temporary connection/Shifting of

meters / service lines/Equipment.

4.2

Change of name/Reclassification of consumer category/change of tariff category

The Distribution Licensee shall effect change of name/reclassification of consumer category/change of

category as per the procedure and timelines specified under Electricity Supply Code, Regulations, 2014

including any amendments thereto in force from time to time. The change shall be reflected in the

electricity bill of applicant within the second billing cycle.

Standard of Power Quality

5.1

Supply Voltage Variations

(1) The supply voltage variations in LV and MV networks from declared voltage shall comply with

Table given below and specified with reference to mean r.m.s. values of supply voltage measured over

10 min.

Table 1 – Supply Voltage Variation Limits for LV Systems Interconnected with Transmission System.

Supply Voltage

Characteristic

Reference Time Frame

Limits

Mean r.m.s. value of the

Supply voltage over 10 min

95% of each period of one

week

Un ± 10 %

100% of time

Un + 10 % / - 15%

Table 2 – Supply Voltage Variation Limits for MV Systems Interconnected with Transmission System.

Supply Voltage

Characteristic

Reference Time Frame

Limits

Mean r.m.s. value of the

Supply voltage over 10 min

99% of each period of one week

Un ± 10 %

100% of time

Un ± 15%

Table 3 – Supply Voltage Variation Limits for LV and MV Systems not interconnected with

Transmission System

Supply Voltage

Characteristic

Reference Time Frame

Limits

Mean r.m.s. value of the supply

voltage

over 10 Min

100% of time

Un +10 % / -15 %

Provided that:

The measurements shall be undertaken in accordance with applicable notified IS and in absence of IS, IEC

61000-4-30:2015 as amended from time to time;

For statistical evaluation, voltage variations shall be assessed for the period not less than 7 continuous days.

The short time 10 min values (measured as per IEC) are accumulated over periods of one week and the 95th and 99th

percentile values (i.e., those values that are exceeded for 5% and 1% of the measurement period) are calculated for

each 7-day period for comparison with the recommended limits. The values are measured in normal operating

condition.

For poly-phase systems, the voltage variations shall be measured in all phases of supply.

PART III]

HARYANA GOVT. GAZ., MAY 12, 2020 (VYSK. 22, 1942 SAKA)

209

5.2 Supply Voltage Flicker (Pt)

(1)

The voltage flicker shall be assessed in two different severity level: Long-Term severity (Plt)

and Short-Term severity (Pst). Short term severity shall be measured over a period of 10 min

and long-term severity shall be calculated from a sequence of twelve Pst-values over a 2-hour

time interval, according to the following expression:

Plt = 3√∑P3St/12

I=1 to 12

The permissible limits of short-term voltage flicker and long-term voltage flicker severity

for distribution licensee shall be 1.0 and 0.8 at all supply terminals 100% of the time

respectively.

Provided that:

The measurements shall be undertaken in accordance with IEC 61000-4-30;

For statistical evaluation, voltage flicker shall be assessed for the period not less than 7

continuous days. The short time 10 min values are accumulated over periods of one week and

the 95th percentile values (i.e., those values that are exceeded for 5% of the measurement

period) are calculated for each 7-day period for comparison with the recommended limits. The

values are measured in normal operating condition excluding the time period of a voltage dip.

For poly-phase systems, the voltage flicker shall be measured in all phases of supply.

5.3

Supply Voltage Unbalance (UB)

(1) The supply voltage unbalance in respect of three phase supply shall be assessed from the ratio of

rms value of negative phase sequence component (fundamental) to the rms value of positive phase

sequence component (fundamental) of the supply voltage. The supply voltage unbalance shall be

maintained less than or equal to 2% by the distribution licensee.

Provided that:

For statistical evaluation, voltage unbalance shall be assessed for the period not less than 7 continuous

days. The short time 10 min values are accumulated over periods of one week and the 95th percentile

values (i.e., those values that are exceeded for 5% of the measurement period) are calculated for each 7-

day period for comparison with the recommended limits. The values are measured in normal operating

condition.

5.4

Voltage Dip or Sag

(1)

The Supply voltage dips shall comply with Table given below and are specified with reference

to:

Number of events per year

ii.

Event duration (t)

iii.

Residual Voltage (u)

iv.

Declared voltage (Uc)

Table 4: Supply Voltage Dip Limits for LV and MV Networks in Terms of Number of Events per Year

Residual

Voltage (%)

Duration t (ms)

10 ≤ t ≤ 200

200 < t ≤ 500

500 < t ≤ 1000

1000 < t ≤ 5000

5000 < t ≤ 60000

90 > u ≥ 80

80 > u ≥ 70

70 > u ≥ 40

40 > u ≥ 5

Provided that:

The voltage dips shall be measured in accordance with IEC 61000-4-30 and shall not fall outside the duration

from 10 ms up to and including 1 min;

The voltage dips shall be measured in all phases of supply.

HARYANA GOVT. GAZ., MAY 12, 2020 (VYSK. 22, 1942 SAKA)

PART III]

210

5.5

Voltage Swells

(1)

The Supply voltage swell shall comply with Table given below and are specified with reference to:

Number of events per year

ii.

Event duration (t)

iii.

Swell Voltage (u)

iv.

Declared voltage (Uc)

Table 5: Supply Voltage swell Limits for LV and MV Networks in

Terms of Number of Events per Year

Swell

Voltage

(%)

Duration t (ms)

10 ≤ t ≤ 500

500 < t ≤ 5000

5000 < t ≤ 60000

u ≥ 120

120 > u ≥ 110

Values may be as per relevant IEC/IEEE Standard

Provided that:

The voltage swell shall be measured in accordance with IEC 61000-4-30 and shall not fall

outside the duration from 10 ms up to and including 1 min;

The voltage swell shall be measured in all phases of supply.

5.6

Voltage Harmonics

(1)

The voltage harmonic distortion of the supply voltage shall be assessed in terms of the Total Harmonic

Distortion (THDV) considering harmonic components up to the 50th order. THDV shall be taken as

square root of the sum of squares of all voltage harmonics expressed as a percentage of the magnitude

of the fundamental measured with following formula: -

THDV = √∑ V2h

(h=2)

Where,

Vh represents the percent rms value of the hth harmonic voltage component,

and N represents the highest harmonic order considered in the calculation.

The distribution licensee shall control the value of THDV measured at Point of Common

Coupling (PCC) for LV and MV network to less than or equal to 8% and 5% respective for 100% of

time.

The Distribution licensee shall also control the mean rms values of each individual harmonic

order component to the values as given in table below:

Fundamental Voltage

Odd Harmonics (%)

Even

Harmonics

(%)

Not Multiple of 3

Multiple of 3

Harmonic

harmonic

1.9

1.5

3.5

0.5

6 to 24

0.5

1.5

PART III]

HARYANA GOVT. GAZ., MAY 12, 2020 (VYSK. 22, 1942 SAKA)

211

(2)

For statistical evaluation, voltage harmonics shall be assessed for the period not less than 7 continuous

days. The short time 10 min values are accumulated over periods of one week and the 95th percentile

values (i.e., those values that are exceeded for 5% of the measurement period) are calculated for each 7-

day period for comparison with the recommended limits. The values are measured at PCC in normal

operating condition. Provided that:

The limits of each individual voltage harmonics by the distribution licensee in its electricity system,

point of harmonic measurement i.e. Point of Common Coupling (PCC), method of harmonic

measurement and other matters shall be in accordance with per applicable notified IS and in absence of

IS, the IEEE 519-2014 namely ‘IEEE Recommended Practices and Requirements for Harmonic Control

in Electrical Power Systems', as modified from time to time.

5.7

Current Harmonics

(1)

The designated customers shall limit the value of harmonic currents measured at Point of Common

Coupling (PCC) measured over 10 minutes period to the values as given in table below:

Table 7: Values of Current distortion limits (TDD)

Maximum harmonic current distortion in percent of IL

Individual harmonic order (odd harmonics) a, b

ISC/IL

3 ≤ h

<11

11≤ h < 17

17 ≤ h < 23

23 ≤ h < 35

35 ≤ h ≤ 50

TDD

< 20*

4.0

2.0

1.5

0.6

0.3

5.0

20 < 50

7.0

3.5

2.5

1.0

0.5

8.0

50 < 100

10.0

4.5

4.0

1.5

0.7

12.0

100 < 1000

12.0

5.5

5.0

2.0

1.0

15.0

> 1000

15.0

7.0

6.0

2.5

1.4

20.0

Note: * All power generation equipment is limited to these values of current distortion, regardless of actual ISC/IL;

Even harmonics are limited to 25% of the odd harmonic limits above;

Current distortions that result in a dc offset, e.g., half-wave converters, are not allowed;

where

Isc = maximum short-circuit current at PCC;

IL = maximum demand load current (fundamental frequency component);

(2)

For statistical evaluation, current harmonics shall be assessed for the period not less than 7

continuous days. The short time 10 min values are accumulated over periods of one week and the

95th and 99th percentile values (i.e., those values that are exceeded for 5% and 1% of the

measurement period) are calculated for each 7-day period for comparison with the recommended

limits. The values of TDD are measured at PCC in normal operating condition.

Provided that:

The weekly 95th percentile short time 10 min harmonic current values should be less than

the value given in above Table-7. However, the weekly 99th percentile short time 10 min harmonic

current values should be less than 1.5 times the value given in above Table-7.

The limits of current harmonics injected by the designated customer, point of harmonic

measurement i.e. Point of Common Coupling (PCC), method of harmonic measurement and other

matters shall be in accordance with per applicable notified IS and in absence of IS, the IEEE 519-

2014 namely ‘IEEE Recommended Practices and Requirements for Harmonic Control in Electrical

Power Systems', as modified from time to time. The measurements undertaken to determine

compliance shall be carried out in accordance with the requirements as specified in IEC 61000-4-7

and IEC 61000-4-30.

5.8

Short Supply Voltage Interruptions

(1)

Short voltage interruptions shall comply with Table given below and are specified with reference to:

Number of events per year

ii.

Event duration (t)

HARYANA GOVT. GAZ., MAY 12, 2020 (VYSK. 22, 1942 SAKA)

PART III]

212

iii.

Declared voltage (Uc)

Table 8: Short Voltage Interruptions Limits (number of events per year) for LV and MV Networks.

Residual

Voltage

(%)

Duration t

(ms)

10 ≤ t ≤ 200

200 < t ≤ 500

500 < t ≤ 1000

1000 < t ≤

5000

5000 < t ≤

60000

5 > u

Provided that:

The short voltage interruptions shall be measured in accordance with IEC 61000-4-30 and

shall not fall outside the duration from 10 ms up to and including 1 min;

The voltage swell shall be measured in all phases of supply.

5.9

Long or Sustained Supply Voltage Interruptions

(1)

The Distribution Licensee shall calculate the reliability of its distribution system on the basis of number

and duration of sustained or long supply voltage interruptions (longer than 3 min) in a reporting period,

using the following indices:

System Average Interruption Frequency Index (SAIFI);

ii.

System Average Interruption Duration Index (SAIDI);

(2)

The Indices shall be computed for the distribution licensees for each month for all the 11kV and 33kV

feeders in the supply area, and then aggregating the number and duration of all interruptions in that

month for each feeder. The Indices shall be computed using the following formulae:

∑ Ai*Ni

i=1

SAIFI= ______________________

∑ Bi*Ni

i=1

SAIDI= ______________________

Where,

Ai = Total number of sustained interruptions (each longer than 3 min) on i^thfeeder for the month;

Bi = Total duration in minutes of all sustained interruptions (longer than 3 min) on i^thfeeder for the

month;

Ni = Number of Customers on i^thfeeder affected due to each sustained interruption; Nt = Total

number of customers served by the Distribution Licensee in the supply area;

n = number of 11kV and 33kV feeders in the licensed area of supply;

(3)

The distribution licensee shall maintain the reliability on monthly basis within the limits specified in

table below:

Table 9: Limits for Reliability indices

Reliability

Indices

Limits *

SAIDI

600 Minutes per customer

SAIFI

15 interruptions per customer

*Limits may be decided based on area on supply and local conditions by SERC.

PART III]

HARYANA GOVT. GAZ., MAY 12, 2020 (VYSK. 22, 1942 SAKA)

213

Provided that:

The feeders must be segregated into rural and urban and the value of the indices must be

reported separately for each month.

While calculating the given reliability indices, the following types of interruptions shall not

be taken into account:

Momentary outages of duration less than three 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;

iii.

Outages that are initiated by the National Load Despatch Centre/ Regional Load Despatch

Centre/State Load Despatch Centre during the occurrence of failure of their facilities;

While calculating the given reliability indices, the interruptions due to scheduled or

planned outages shall be taken into account.

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.

The Distribution Licensee shall maintain data on the reliability indices specified above

for each zone/circle/division/sub-division on a monthly basis.

The Distribution Licensee shall put up, at the end of each month, such monthly

information on reliability indices, on website of the Distribution Licensee and shall submit such

report quarterly to the Commission

MONITORING AND REPORTING OF THE POWER QUALITY

5.10

Monitoring of Power Quality

(1)

PQ measurement shall be implemented in phased manner and during first phase, PQ meters shall

be installed at selective representative locations based on voltage level, type of consumers and

significance of the power quality in such a way that such measurements should adequately

represent the Power Quality and Reliability in the area of supply.

(2)

The distribution licensee for the purpose of requirements for the quality of electricity supplied

shall identify the locations of 33kV/11kV feeders, Distribution Transformers (DTRs) and

designated customers to ensure the measurement of the power quality parameters at sufficient

locations in their electrical networks to adequately characterize and report performance in terms

of these Regulations. The feeders and DTRs should be identified for PQ monitoring based on

type of load connected. The utilities shall prepare blue print for implementation of the above and

submit the same to the commission within three months.

(3)

The distribution licensee shall enforce the continuous monitoring of power quality standards at

the inter-connection point of identified locations at or below 33kV voltage level for development

of profile of power quality measurement in the area of supply;

(4)

In the first phase, the distribution licensee(s) shall install Power Quality meters at 5 locations

each in their area of supply on pilot basis covering the 11 KV/33KV feeders, the DTs and

designated customers with load more than 1MW and scale up there-after in consultation with the

commission.

(5)

The measurements undertaken to determine compliance shall be carried out in accordance with

the requirements as specified in IEC 61000-4-7 and IEC 61000-4-30. There shall be continuous

metering of harmonics with permanent Power Quality meters complying with the IEC 61000-4-

30 Class-A meters for all new installations/connections of identified locations. For existing

installations/ connections at identified locations where CTs/PTs are of lower accuracy class than

mandated by IEC 61000-4-30 Class-A meters, the meters complying with the IEC 61000-4-30

Class-B may be installed. These meters should be capable of detecting direction of Harmonics

(whether it is upstream or downstream) for all new installations at identified locations.

(6)

In the event when the distribution licensee receives a customer complaint concerning Power

Quality, the distribution licensee shall deploy power quality meter for a particular period for the

purpose of verification. Distribution licensee can also measure the level of harmonics generation

at PCC of any consumer(s) on receipt of complaint(s) from other affected consumer(s).

(7)

These Regulations specifies the minimum requirements for Power Quality meters for

measurement at sites directly affecting the quality of the power supplied to the consumer(s). The

HARYANA GOVT. GAZ., MAY 12, 2020 (VYSK. 22, 1942 SAKA)

PART III]

214

distribution licensee may require the additional PQ meters to establish the power quality at other

bulk supply points and at other major network nodes and to investigate consumer(s) complaints,

for which these additional PQ meters may be installed temporarily.

(8)

The distribution licensee may opt to integrate the smart grid meters compatible for measurement

of the PQ parameters for economic and operational optimization.

5.11

Compliance of the Power Quality and Reliability Standards

(1)

The distribution licensee shall submit the quarterly report of information collected on PQ

parameters extracted from power quality meters and machine-based reliability data in standard

formats (as specified separately) to the Commission.

(2)

It shall be the prime responsibility of the distribution licensee to comply with these Regulations

and submit the compliance report every 6 months in standard formats (as specified separately),

including transparent data disclosure regarding electrical system, to the Commission. The

Commission may direct designated agencies to be notified separately, to carry out PQ audit on

the basis of compliance reports filed by distribution licensee for verification. The distribution

company shall carry out 100% audit once a year and 5% random audit by independent agency

and shall file the audit report along with ARR petition.

(3)

The distribution licensee shall publish the reports indicating the compliance with the standards

under these Regulations and post all the reports on its website. The distribution licensee shall

also seek comments, if any, on the same from the customers availing supply from the

distribution licensee.

(4)

The Commission from time to time may seek reports on PQ improvements from distribution

licensee.

(5)

The distribution licensee shall make efforts to improve power quality in their supply area by

deploying devices to mitigate power quality issues such as filters or controllers etc. The

expenses incurred towards deploying these devices by the distribution licensee shall be

considered in the ARR.

(6)

The distribution companies shall ensure the data security and the data should only be used for

identified purpose and should not be transferred to any other person without the consent of the

specific consumer.

INCENTIVE / DIS-INCENTIVE MECHANISM FOR POWER QUALITY

5.12

Incentive/dis-incentive mechanism for Power Quality

(1)

During the first year after notification of Power Quality Regulations, there shall be monitoring

and reporting of power quality parameters by distribution licensee in prescribed standard formats

at regular intervals. Therefore, there shall not be any incentive/dis-incentive for the stakeholders

during the first year after notification or as may be specified by SERCs.

(2)

The expenses incurred towards implementation and monitoring of power quality parameters by

the distribution licensee shall be considered in the ARR.

(3)

From the second year after notification of PQ Regulations, an incentive/dis-incentive

mechanism shall be implemented for distribution licensees and for designated customers. The

distribution licensees or designated customers shall be liable to pay compensation. Provided that

the Distribution Licensee shall compensate the affected person(s) in second- next billing cycle.

In case the Distribution Licensee fails to pay the compensation or if the affected person is

aggrieved by non-redressal of his grievances, he may make a representation for the redressal of

his grievance to the concerned Consumer Grievance Redressal Forum:

Provided further that such compensation shall be based on the classification of such

failure as determined by the Commission and the payment of such compensation shall be made

or adjusted in the consumer’s future bills (issued subsequent to the award of compensation)

within thirty (30) days of a direction issued by the Forum or by the Ombudsman, as the case

may be.

(3)

The Distribution Licensee shall not be excused from failure to maintain the power quality

parameters under these Regulations, where such failure can be attributed to negligence or

deficiency or lack of preventive maintenance of the distribution system or failure to take

reasonable precaution on the part of the Distribution Licensee.

(4)

The designated customers shall be liable to pay compensation for injecting current harmonics in

to the supply system beyond the specified limits as given in Table below. In case the designated

PART III]

HARYANA GOVT. GAZ., MAY 12, 2020 (VYSK. 22, 1942 SAKA)

215

customer does not take measures to reduce the level of current harmonics (which is measured in

terms of total demand distortion), he shall be made liable to pay higher compensation

progressively on each continued violation as decided by the Commission separately. When there

is no improvement in power quality even after 6 months, such consumers shall be served notice

of dis-connection from the supply network and shall be disconnected after approval of the

Commission.

(5)

Level of compensation payable for failure to meet power quality standards are given in table

below:

Level of compensation

PQ Parameter Standard

Compensation Payable

Compensation

Payable by

Voltage

Variation

As per Table-1,

2 and 3

Rs.100/- per week or part thereof for

which voltage variation was beyond

the specified limits

Distribution

Licensee to each

consumer

connected on

the feeder/

designated

DTR.

These

compensations shall

be cumulative for

each violation.

Voltage

unbalance

Rs.100/- per week or part

thereof for which voltage unbalance

was beyond the

specified limits

Voltage dips or

swells

Number

events per year

as per

Table- 4 and 5

Rs.50/- per event for which

voltage dips or swell was

beyond the specified limits

Voltage

Harmonics

for LV for MV

and as per Table

- 6

Rs.100/- per week or part

thereof for which voltage harmonics

was beyond the

specified limits

Current

Harmonics

As per Table-7

Compensation shall be 50

paisa per unit for the duration for

which

current

harmonics

was

beyond the

specified limits.

Designated

Customer

distribution licensee

Short

Voltage

Interruptions

Number

events per year

as per Table- 8

Rs.50/- per instance for

which voltage dips or swell was

beyond the specified

limits

Distribution

Licensee to each

consumer

connected on the

feeder/ designated

DTR.

These

compensations shall

be cumulative for

each violation.

Long

Supply

Voltage

Interruptions

SAIDI

Minutes

per

Customer as per

Table- 9

5 paisa/min/kW of contract demand

for which SAIDI was beyond the

specified

limits

Long

Supply

Voltage

Interruptions

SAIFI

interruption per

customer as per

Table- 9

Rs.50/- per interruption for which

SAIFI was beyond the specified

limits

Provided that such compensation as given in above Table-10 shall not be claimed in ARR by

distribution licensee and further the compensation received by the distribution licensee from the

designated customers shall be utilized only on the measures taken to improve power quality such as

installation of filters, controllers etc.;

HARYANA GOVT. GAZ., MAY 12, 2020 (VYSK. 22, 1942 SAKA)

PART III]

216

Provided further that the compensation payable under these Regulations shall be recovered from

the officers concerned of the distribution licensees and the same should also be necessarily reflected in

the ACRs of the erring officers / officials for their relevant year.

Restoration of Power Supply

6.1

Restoration of supply on failure

(i) The Distribution Licensee, within two hours of receipt of complaint shall inform the

complainant about the likely time to be taken for restoration of supply.

(ii) The Distribution Licensee shall restore the power supply in the case of normal fuse-off calls

within four (4) hours in urban areas and within eight (8) hours in Rural Areas of the receipt of a

complaint.

(iii) The Distribution Licensee shall, in the case of 33 kV/ 11 kV/ 415 V/230 V overhead line

breakdowns, restore the power supply to the consumer within eight (8) hours in urban areas and

within sixteen (16) hours of the receipt of a complaint in rural areas. However, in case break

down is due to broken pole, power supply to the consumer shall be restored within twelve (12)

hours in urban areas and within twenty-four (24) hours of the receipt of a complaint in rural

areas.

(iv) The Distribution Licensee shall restore the power supply caused by underground cable faults

including service connection within twenty-four (24) hours in urban area and rural areas after

obtaining the necessary clearances, if any.

(v) The Distribution Licensee shall restore the power supply caused by distribution transformer

failure within twenty-four (24) hours in urban areas and within forty-eight (48) hours of the

receipt of a complaint in rural areas. Licensee shall also maintain the transformer damage rate

below 3% p.a. in urban area and 6% p.a. in rural area.

(vi) The Distribution Licensee shall restore the power supply caused by major power failure

involving Power Transformer/Equipment etc within seven (7) days on receipt of a complaint.

Till than the Licensee shall ensure alternate arrangement to restore the supply to the affected

area within 24 hours wherever technically feasible.

6.2

Scheduled Outages

The period of interruption, as a result of any scheduled outage, shall be specified in the public notice

and may also be informed through SMS at least 24 hours in advance of such scheduled outage.

Provided that such scheduled outage shall not normally exceed eight (8) hours on any day and supply

shall preferably be restored by 6:00 PM in the evening.

6.3

Unscheduled Load Shedding

The period of interruption as a result of any unscheduled outage shall not normally exceed four (4)

hours on any day in a particular area subject to safety of the Grid.

6.4

Disconnection of supply

(i)

The Distribution Licensee shall disconnect the supply on receipt of request for disconnection

within twenty four (24) hours from the receipt of application.

(ii)

The Distribution Licensee shall intimate the consumer of any amount outstanding against the

consumer whose supply has been disconnected within seven (7) days from the date of

disconnection. “No- Dues certificate” shall be issued by the Distribution Licensee within thirty

(30) days from the date of application and payment of outstanding dues.

(iii)

In case of closure of account (permanent disconnection), refund of credit amount (if any),

advance consumption deposits / consumption security and meter security shall be made by the

Distribution Licensee within thirty (30) days from the date of application for closure of account.

6.5

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

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

six months, then if such consumer pays all amounts due and payable by him to the Distribution

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

reconnect supply within—

(i)

six (6) hours from the payment of dues by the consumer in urban areas;

(ii)

twelve (12) hours from the payment of dues by the consumer in rural areas.

PART III]

HARYANA GOVT. GAZ., MAY 12, 2020 (VYSK. 22, 1942 SAKA)

217

Provided that, where the period of disconnection exceeds six months, an application for

reconnection of supply shall, after either payment of amounts due or upon settlement of dispute, be

treated as a fresh application for supply of electricity under the provisions of the Act.

Payments made under protest in these Regulations shall be in accordance with the requirements

of the proviso to sub-section (1) of Section 56 of the Act.

Metering

7.1

The Distribution Licensee shall perform the meter related activities in accordance with the Electricity

Supply Code, Regulations, 2014 read with amendment thereto, in force from time to time and also in

accordance with other allied Regulations and Codes.

7.2

The Distribution Licensee shall inspect and check the correctness of the meter within three days of

receiving the request or complaint.

7.3

Licensee shall replace the non-working (stuck up, running slow, fast or creeping) meter within three

days in urban areas and seven days in rural areas after its being so established on checking.

7.4

The Distribution Licensee shall restore the power supply caused by a burnt meter as per the procedure

and timelines stipulated under Electricity Supply Code, Regulations, 2014, and its amendments thereof.

7.5

The Distribution Licensee shall ensure that at no point of time the percentage of defective meters to the

total number of meters in service exceeds 2%:

Provided in case of new connection is not released within the timeline specified in supply code,

the officer/official responsible shall be penalized @Rs. 1000 per day of delay subject to maximum of

Rs. 10000. Thereafter the matter shall be brought before the Commission.

Complaints about Consumer’s Bills

8.1

The Distribution Licensee shall immediately acknowledge a consumer’s complaint by providing unique

complaint number, if the complaint is filed / lodged in person or telephonically and within seven (7)

days if the complaint is received by post.

8.2

The Distribution Licensee shall resolve consumer complaints with regard to non-receipt of a bill for

payment or inadequate time being made available for payment thereof or otherwise, within twenty-four

(24) hours of the receipt. In other cases where additional information is required, the complaint shall be

resolved within seven (7) days.

8.3

Licensee shall ensure that at any point of time the percentage of bills requiring modifications following

complaints to the total number of bills issued does not exceed 0.1% :

Provided that in case a wrong electricity bill for sale of power is issued by the licensee, the same

shall be corrected and a revised bill shall be issued to the consumer by the SDO in-charge within 3

days. Further, the adjustment of any amount on account of correction made in the bill shall be reflected

in the next bill. In case the future bill (the second bill after the correction of the wrong bill), is found to

be wrong the SDO in-charge shall be liable to pay a penalty of Rs 500/- per default. Provided further in

case such default is found to occur thrice, the defaulting officer shall be proceeded under the

Punishment and Appeal Rules for this act of omission.

Compliance of Orders passed by the CGRF and Electricity Ombudsman

The Distribution Licensee, unless and otherwise stayed by court/forum of competent jurisdiction shall

implement the decision rendered by the CGRF or the Electricity Ombudsman within the period stipulated in such

Order.

10.

Complaint Registration and Complaint Handling

10.

1Establishment of Call centre(s)

(i)

The Distribution Licensee within the following time limits, from the date of commencement of

these Regulations, establish/strengthen the Call Centre facility(s) for redressal of complaints of

its consumers. Access to such Call Centre facilities shall be established to its consumers round

the clock (24x7) during all days of the week: -

(a)

for “Urban Areas” within two (2) months; and

(c)

for “Rural Areas” within three (3) months.

(ii)

The Distribution Licensee shall use the existing channels for recording the consumer complaints

as per the specified procedure till the establishment of Call Centre(s).

(iii)

Every Distribution Licensee shall ensure that sufficient number of persons are at the disposal of

the Call centre(s) and also earmark or allot or establish a basic telephone or cellular mobile

HARYANA GOVT. GAZ., MAY 12, 2020 (VYSK. 22, 1942 SAKA)

PART III]

218

telephone number having sufficient communication lines or connections to be called as the “toll

free number” or “consumer care number” or “help line number” as the case may be, at Call

centre(s). The call response time shall not be more than three (3) minutes and the registration of

consumer call after the first response shall be completed in five (5) minutes. Any delay shall

attract compensation as specified in Schedule-I.

(iv)

The Commission, at any point of time, may review the adequacy of the complaint handling

centre(s) set-up by the Distribution Licensee and direct the Distribution Licensee to establish

additional center(s) in the area not being adequately served.

(v)

The call charges or short message service charges shall not be levied upon, or made payable by

the consumers, for calls made, or, short messages sent, to the “ toll free number ” or “ consumer

care number ” or “ help line number ”, as the case may be.

(vi)

Every Distribution Licensee shall, immediately upon establishment of Call Centre(s), inform

through a public notice in newspapers in circulation in the area of supply, by uploading on

internet website of the Distribution Licensee and should also ensure proper circulation of

information to the consumers in case of any changes in the contact numbers.

(vii)

The Distribution Licensee shall ensure the availability of electronic data base to record the

complaints, redressal time, feedback from consumers etc. which will help in finalization of

compensation and reporting of the performance to the Commission.

(viii) The Distribution Licensee shall convey information about the name of office(s), address(es) and

telephone numbers wherein the consumer can lodge the complaints, in the form of additional

information printed on the electricity bills and shall also display it at the sub-division offices and

on the internet website of that Distribution Licensee.

10.2

Process of handling complaints

(i)

The Distribution Licensee shall devise its own processes at Complaint Handling Centers / Call

Centre(s) / Customer Care Centre(s) / Service Centre(s) or any other customer interface channels

to handle consumer complaints.

(ii)

The Distribution Licensee shall register all complaint made by a consumer (either verbally or in

writing) in a manual register or in electronic format to be maintained for this purpose. The

complaints shall be recorded in the approved format. The Distribution Licensee shall allot a

unique identification number to each complaint which shall be duly communicated to the

consumer along with the expected complaint resolution time.

(iii)

The Distribution Licensee shall intimate contact details of the next higher authority (including

his name, telephone number and address) to the consumer in case the consumer is not satisfied

with the complaint handling or when requested by him.

(iv)

The Distribution Licensee shall update and record feedback of the consumer on the action taken

along with the total time taken for resolution of the complaint.

11.

Reliability Indices

11.1 The Distribution Licensee shall calculate and report the following reliability indices of its distribution

system separately for 11 kV feeders and consumers, covering all cities and towns up to the District

Headquarter towns and also for rural areas: -

(i)

System Average Interruption Frequency Index (SAIFI);

(ii)

System Average Interruption Duration Index (SAIDI); and

(iii)

Reliability Indices (RI) :

Provided that the above categorization should cover the whole area of the licensee and should

include all the 11kV feeders in its area of operation. Licensee shall also calculate and report the

Reliability Indices of agriculture feeders separately. The indices shall be computed as per the prescribed

formats annexed as Annexure-VI to VII.

11.2 The Distribution Licensee shall segregate all 11 kV feeders in its supply area into urban, rural and

agricultural tube well categories. The category shall comprise of all feeders where the agricultural load

exceeds 90% of the total load on the feeder.

11.3 The Distribution Licensee shall make concerted efforts to achieve the standards of reliability fixed by

the Commission from time to time.

11.4 The Distribution Licensee shall maintain data on the reliability indices specified in Regulation 11.1

above for each zone/circle/division/sub-division on a monthly basis.

PART III]

HARYANA GOVT. GAZ., MAY 12, 2020 (VYSK. 22, 1942 SAKA)

219

11.5 The Distribution Licensee shall post, at the end of each month, such monthly information on reliability

indices, on website of the Distribution Licensee and shall submit such report quarterly to the

Commission within 30 days after the expiry of respective quarter.

11.6 Based on the information submitted by licensees, the Commission shall notify annually the targeted

levels of these indices to be achieved by the Licensee. In the event, the Distribution Licensee

persistently neglects and fails to improve its performance, the Commission may take action against the

Distribution Licensee as per provision under Section 24 or any other provision of the Act.

12.

Exemptions

12.1 Standards of Performance specified in these Regulations shall remain suspended in case of the

following events and the Distribution Licensee is prevented from meeting his obligations under these

Regulations by-

(i)

force majeure events such as cyclone, floods, storms, pandemic, war, mutiny, civil commotion,

riots, lightning, earthquake, lockout, fire affecting Licensee’s installations and activities;

(ii)

outages due to generation failure or transmission network failure;

(iii)

outages that are initiated by the National Load Despatch Centre/ Regional Load Despatch

Centre/ State Load Despatch Centre during the occurrence of failure of their facilities;

(iv)

or other occurrences beyond the control of the Distribution Licensee;

Provided that the Distribution Licensee shall not be exempted from failure to maintain the

Standards of Performance under these Regulations, where such failure can be attributed to negligence

or deficiency or lack of preventive maintenance of the distribution system or failure to take reasonable

precaution on the part of the Distribution Licensee.

12.2 The Commission may, by general or special order, exempt the Distribution Licensee from any or all of

the standards specified in these Regulations for such period as may be specified in the said Order.

13.

Determination of Compensation

13.1 If the Distribution Licensee fails to meet the Guaranteed Standards of Performance as specified in

Schedule-I, Licensee shall pay compensation to the affected person;

Provided that any person who is affected by the failure of the Distribution Licensee to meet the

Standards of Performance specified under these Regulations and who seeks to claim compensation shall

file his claim with such a Distribution Licensee within a maximum period of thirty (30) days from the

time such a person is affected by such failure of the Distribution Licensee to meet the Standards of

Performance;

Provided further that the Distribution Licensee shall provide information to consumers with

regard to its offices/ competent authority to settle claims for compensation;

Provided further that the Distribution Licensee shall compensate the affected person(s) within a

maximum period of ninety (90) days from the date of filing his claim.

13.2 In case the Distribution Licensee fails to pay the compensation or if the affected person is aggrieved by

non-redressal of his grievances, he may make a representation for the redressal of his grievance to the

concerned Consumer Grievance Redressal Forum in accordance with the provisions of Haryana

Electricity Regulatory Commission (Consumer Grievances Redressal Forum and Electricity

Ombudsman) Regulations, 2004 including any amendment or revisit thereto;

Provided that in case the claim for compensation is upheld by the Consumer Grievances

Redressal Forum, the compensation determined by the Commission in Schedule-I to these Regulations

will be implemented by the Forum or by the Ombudsman, in case of an appeal filed against order of the

Forum before him and is to be paid by the concerned Distribution Licensee;

Provided further that such compensation shall be based on the classification of such failure as

determined by the Commission under the provisions of Section 57 of the Act and the payment of such

compensation shall be paid or adjusted in the consumer’s future bills (issued subsequent to the award of

compensation) within ninety (90) days of a direction issued by the Forum or by the Ombudsman, as the

case may be.

14.

Information with respect to Level of Performance

14.1 The Distribution Licensee shall submit the information to the Commission on the matters covered under

clauses (a) and (b) of sub-section (1) of Section 59 of the Act on quarterly basis, within a period of

thirty (30) days from the end of the quarter in the forms shown in Annexure I to Annexure-VII and put

up such information on the internet website of the Distribution Licensee, within a period of thirty days

HARYANA GOVT. GAZ., MAY 12, 2020 (VYSK. 22, 1942 SAKA)

PART III]

220

from the end of the quarter. The consolidated yearly information shall also be supplied at the end of

each financial year by the 15th May of prospective year;

Provided that the information shall be with respect to the total number of cases of failure to meet

each of the standards specified in these Regulations;

Provided further that the Distribution Licensee shall separately state the total number of cases

where compensation has been paid by it without dispute and the total number of cases where

compensation has been paid in compliance with an order or direction of the Forum or Ombudsman,

along with the total amount of compensation in each category;

Provided further that Distribution Licensee shall intimate the measures taken by Licensee to

improve performance in the areas of his License;

14.2 The Commission may authorize its Officers or any independent agency(s) to conduct annual checks, in

order to monitor the compliance of the standards of performance by the Distribution Licensee(s) and

submit a report to the Commission.

15.

Power to give direction

The Commission may, from time to time, issue directions and orders as considered appropriate for

implementation of these Regulations.

16.

Power to relax

The Commission may by general or special order, for reasons to be recorded in writing, may relax any of the

provisions of these Regulations.

17.

Power to Remove Difficulties.

If any difficulty arises in giving effect to the provisions of these Regulations, the Commission may, by general

or specific order, make such provisions not inconsistent with the provisions of the Act, as may appear to be necessary

for removing the difficulty.

18.

Power to Amend

The Commission may at any time, add to, vary, alter, modify or amend any provisions of these Regulations

after following due process including affording an opportunity to the stakeholders / public.

19.

Repeal and Saving

19.1

The “Haryana Electricity Regulatory Commission (Standards of Performance of Distribution

Licensees) Regulations, 2004” issued vide Regulation No. HERC/04/2004 and notified on 16th July,

2004 including the amendments thereof issued subsequently are hereby repealed.

19.2

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, shall be deemed to have been taken under these Regulations.

By Order of the Commission

(Sd.)…,

Secretary,

Haryana Electricity Regulatory Commission.

PART III]

HARYANA GOVT. GAZ., MAY 12, 2020 (VYSK. 22, 1942 SAKA)

221

Schedule-I

Guaranteed Standards of Performance

Sr. No.

Nature of Service

Standard (Including Time Limit for

rendering Service)

Compensation

Payable

Response time for the consumer call

Maximum 3 minutes

Rs. 50 in each

case of default

Registration of consumer call and issue of

complaint number

Within 5 minutes

Rs. 50 in each

default

Normal fuse-off

Urban Area

Within 4 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

Rs. 100 per day

or part thereof in

case of delay to

each affected

consumer.

Rural Area

Within 8 hrs

Line

Break

Down

Urban Area

Within 8 hrs (12

hrs. if pole gets

broken)

Rural Area

Within 16 hrs (24

hrs. if pole gets

broken)

Underground

Cable fault

Urban Area

Within 48 hrs after

obtaining necessary

clearances

Rural Area

Within 48 hrs after

obtaining necessary

clearances

Distribution

Transformer

Failure

Urban Area

Within 24 hrs

Rs. 100 per day

or part thereof in

case of delay to

each affected

consumer.

Subject to

maximum of

Rs.3000/- to all

affected

consumers

combined.

Rural Area

Within 48 hrs

Major Power

Failure

involving Power

Transformer/

Equipment etc.

Urban Area

Within 7 days

Alternate

arrangement to

restore the supply to

the affected area to

be made within 24

hrs. wherever

technical feasible.

Rural Area

HARYANA GOVT. GAZ., MAY 12, 2020 (VYSK. 22, 1942 SAKA)

PART III]

222

Un-scheduled

load Shedding

Not to exceed 4hrs on any day.

Rs. 100 per day

or part thereof in

case of delay to

each affected

consumer

Period of

Scheduled outage

Maximum duration at

a stretch

Not to exceed 8

hours on any day

Consumers to

be informed

through public

notice at least

24 hours in

advance

Rs. 100 per day

or part thereof in

case of delay to

each affected

consumer

Restoration of Supply

By 6:00 PM in the

evening.

Meter

Complaints

Inspect and check

correctness

Within 7 days of receipt of

request/complaint along with the

requisite fee.

Rs. 100 per day

or part thereof in

case of delay.

Replace slow/ fast

meters/ creeping or

stuck meters

Within 7 days after its being so

established on checking

Replace burnt meters

The burnt meter should be replace

within 24 hours subject to maximum

of 72 hours as per Supply Code

Regulation 5.8

Rs. 100 per day

or part thereof in

case of delay.

Application for

new connection/

Additional load/

reduction in load

Inspection of

applicants’ premises

Within 7 days of receipt of application

complete in all respect along with

prescribed charges

Rs. 200 per day

or part thereof in

case of delay

subject to Section

44 of the Act.

Issue of demand notice

No. of days from the date of

inspection of premises.

(a) 7 days in case supply to be

extended from existing network

(b) In case extension/ augmentation of

existing network is required.

i. within 7 days in case of LT supply;

ii. within 14 days in case of 11 kV

supply;

iii. within 20 days in case of HT at 33

kV supply;

iv. within 25 days in case of supply

above 33 kV;

PART III]

HARYANA GOVT. GAZ., MAY 12, 2020 (VYSK. 22, 1942 SAKA)

223

Release of Supply on

compliance of demand

notice and receipt of

payment

No. of days after the compliance of

demand notice.

i. within 23 days in case of LT supply;

ii. within 57 days in case of 11 kV

supply;

iii. within 77 days in case of HT at 33

kV supply;

iv. within 142days in case of supply

above 33 kV;

v. with in 7 days where no change in

CT, PT or any other equipment is

required. Provided in case the

CTs/PTs/ Transformers etc. are to be

replaced then time lines as in case of

extension of load shall be applicable.

Release of

Temporary

Connection

Inspection of

applicants’ premises

Within 7 days of receipt of application

complete in all respect along with

prescribed charges

Rs. 200 per day

or part thereof in

case of delay

subject to

Section 44 of

the Act.

Issue of demand notice

No. of days from the date of

inspection of premises.

(a) 7 days in case supply to be

extended from the existing network

(b) in case extension/ augmentation of

existing network is required.

i. within 7 days in case of LT supply;

ii. within 14 days in case of 11 kV

supply;

iii. within 20 days in case of 33 kV

supply;

iv. within 25 days in case of supply

above 33 kV;

In case connection not feasible

technically, applicant shall be

informed within 7 days in case of LT

and 15 days in case of HT, giving

reasons for the same.

Release of Supply on

compliance of demand

notice and receipt of

payment

No. of days after the compliance of

demand notice.

(a) 5 days in case supply to be

extended from the existing network

(b) in case extension/ augmentation of

existing network is required.

i. within 30 days in case of LT supply;

iii. within 90 days in case of HT

supply upto 33 kV;

iv. within 180 days in case of HT

supply above 33 kV;

Change of Name

Approval and

intimation of charges

Within 7 days of receipt of application

complete in all respect along with

prescribed charges

Rs. 100 per day

or part thereof in

case of delay.

HARYANA GOVT. GAZ., MAY 12, 2020 (VYSK. 22, 1942 SAKA)

PART III]

224

Effecting of change of

name

Within two billing cycle after

acceptance of application.

Reclassification of

consumer category/

change of tariff

category

Inspection of

applicants’ premises

Within 7 days of receipt of application

complete in all respect along with

prescribed charges

Rs. 100 per day

or part thereof in

case of delay.

Issue of demand notice

(a) 7 days in case supply to be

extended from existing network

(b) in case extension/ augmentation of

existing network is required.

i. within 7 days in case of LT supply;

ii. within 14 days in case of 11 kV

supply;

iii. within 20 days in case of 33 kV

supply;

iv. within 30 days in case of supply

above 33 kV;

Effecting of

reclassification/change

in category

From the date of inspection and after

compliance of demand notice and

issue of service connection order.

Redressal of

consumer’s

complaint

regarding billing

i.e. non receipt,

wrong bill, etc.

In case requires no

additional information

Within 24 hours of receipt of

Complaint

Rs. 50 per hour or

part thereof in

case of delay.

If additional

information is required

Within 7 days of receipt of Complaint

Rs. 100 per day

or part there of

delay

Reconnection of

Supply following

disconnection due

to nonpayment of

bills

(disconnection less

than 6 months old)

Urban Area

Within 6 hours of receipt of payment

from consumer

Rs. 100 per day

or part thereof in

case of delay.

Rural Areas

Within 12 hours of receipt of payment

from consumer

Refund of Advance Consumption

Deposit/ Consumption Security, meter

Security on closure of account

Within 30 days of adjustment of all

dues.

Rs. 100 per day

or part there of

delay in addition

to interest @18 %

p.a. on the

security.

Shifting of meter/

Service

connection/

Lines/

Equipments

Inspection of

applicants’ premises

Within 7 days of receipt of application

complete in all respect along with

prescribed charges

Rs. 200 per day

or part there of

delay

PART III]

HARYANA GOVT. GAZ., MAY 12, 2020 (VYSK. 22, 1942 SAKA)

225

Issue of demand notice

No. of days from the date of

inspection.

(a) 7 days in case supply to be

extended from existing network

(b) in case extension/ augmentation of

existing network is required.

i. within 7 days in case of LT supply;

ii. within 14 days in case of 11 kV

supply;

iii. within 20 days in case of 33 kV

supply;

iv. within 25 days in case of supply

above 33 kV;

Shifting of meter/

Service Connection

Within 7 days after receipt of

necessary charges and clearances.

Shifting of LT/ HT

Lines

Within 20 days after receipt of

necessary charges and clearances.

Shifting of Transformer Within 30 days after receipt of

necessary charges and clearances.

Issue of No Dues Certificates

Within 2 days from the date of

application and clearance of

outstanding dues, if any.

Rs. 100 per day

or part thereof in

case of delay

Compliance of Orders pronounced by

CGRF and Electricity Ombudsman

Within the time frame defined in such

order or the regulations specified by the

Commission in this regard.

Rs. 100 per day

or part there of

delay

Note: - Maximum penalty shall be limited to Rs. 10,000.00/- in each case.

HARYANA GOVT. GAZ., MAY 12, 2020 (VYSK. 22, 1942 SAKA)

PART III]

226

Schedule-II

General/Overall Standards of Performance

Sr.No.

Nature of Service

Standard (Including Time

Limit for rendering Service)

Overall

Standards of

performance of

performance (%)

Response time for the consumer call

Maximum 3 minutes

99.0

Registration of consumer call and issue of

complaint number

Within 5 minutes

99.0

Normal fuse-off

Urban Area

Within 4 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

99.0

Rural Area

Within 16 hrs

Line Break Down Urban Area

Within 8 hrs

(12 hrs. if pole

gets broken)

95.0

Rural Area

Within 16 hrs

(48 hrs. if pole

gets broken)

Underground

Cable fault

Urban Area

Within 48 hrs

after obtaining

necessary

clearances

Rural Area

Within 48 hrs

after obtaining

necessary

clearances

Distribution

Transformer

Failure

Urban Area

Within 24 hrs

95.0

Rural Area

Within 48 hrs

Major Power

Failure

involving Power

Transformer/

Equipment etc.

Urban Area

Within 7 days

Alternate

arrangement to

restore the

supply to the

affected area to

be made within

24 hrs.

wherever

technical

feasible.

PART III]

HARYANA GOVT. GAZ., MAY 12, 2020 (VYSK. 22, 1942 SAKA)

227

Rural Area

Un-scheduled

load Shedding

Not to exceed 4hrs on any day.

95.0

Period of

Scheduled outage

Maximum duration at a

stretch

Not to exceed 8

hours on any

day

Consumers to

be informed

through public

notice at least

24 hours in

advance

95.0

Restoration of Supply

By 6:00 PM in

the evening.

Meter

Complaints

Inspect and check

correctness

Within 7 days of receipt of

request/complaint along with the

requisite fee.

95.0

Replace slow/ fast meters/

creeping or stuck meters

Within 7 days after its being so

established on checking

Replace burnt meters

Within 72 hours of receipt of

complaint. However, supply

should be restored within 24 hrs

as per the provisions of

Electricity Supply Code.

Application for

new connection/

Additional load/

reduction in load

Inspection of applicants’

premises

Within 7 days of receipt of

application complete in all

respect along with prescribed

charges

98.0

Issue of demand notice

No. of days from the date of

inspection of premises.

(a) 7 days in case supply to be

extended from existing network

(b) In case extension/

augmentation of existing network

is required.

i. within 7 days in case of LT

supply;

ii. within 14 days in case of 11

kV supply;

iii. within 20 days in case of HT

at 33 kV supply;

iv. within 25 days in case of

supply above 33 kV;

HARYANA GOVT. GAZ., MAY 12, 2020 (VYSK. 22, 1942 SAKA)

PART III]

228

Release of Supply on

compliance of demand

notice and receipt of

payment

No. of days after the compliance

of demand notice.

i. within 23 days in case of LT

supply;

ii. within 57 days in case of 11

kV supply;

iii. within 77 days in case of HT

at 33 kV supply;

iv. within 142days in case of

supply above 33 kV;

Agriculture Pump Sets

As per Regulations

Release of

Temporary

Connection

Inspection of applicants’

premises

Within 7 days of receipt of

application complete in all

respect along with prescribed

charges

98.0

Issue of demand notice

No. of days from the date of

inspection of premises.

(a) 7 days in case supply to be

extended from the existing

network

(b) in case extension/

augmentation of existing network

is required.

i. within 7 days in case of LT

supply;

ii. within 14 days in case of 11

kV supply;

iii. within 20 days in case of 33

kV supply;

iv. within 25 days in case of

supply above 33 kV;

In case connection not feasible

technically, applicant shall be

informed within 7 days in case of

LT and 15 days in case of HT,

giving reasons for the same.

PART III]

HARYANA GOVT. GAZ., MAY 12, 2020 (VYSK. 22, 1942 SAKA)

229

Release of Supply on

compliance of demand

notice and receipt of

payment

No. of days after the compliance

of demand notice.

(a) 5 days in case supply to be

extended

from

the

existing

network

(b) in case extension/

augmentation of existing network

is required.

i. within 30 days in case of LT

supply;

iii. within 90 days in case of HT

supply upto 33 kV;

iv. within 180 days in case of HT

supply above 33 kV;

Change of Name

Intimation of charges

Within 7 days of receipt of

application complete in all

respect along with prescribed

charges

98.0

Effecting of change of

name

Within two billing cycle after

acceptance of application.

Reclassification of

consumer category/

change of tariff

category

Inspection of applicants’

premises

Within 7 days of receipt of

application complete in all

respect along with prescribed

charges

98.0

Issue of demand notice

(a) 7 days in case supply to be

extended from existing network

(b) in case extension/

augmentation of existing network

is required.

i. within 7 days in case of LT

supply;

ii. within 14 days in case of 11

kV supply;

iii. within 20 days in case of 33

kV supply;

iv. within 30 days in case of

supply above 33 kV;

98.0

Effecting of

reclassification/change in