CSERC (Standards of Performance in… Bare Act

The source publishes this enactment as a single document rather than provision by provision, so the whole text is below and there are no per-section pages for it. Nothing has been shortened.

Type	Regulations
Year	2003
Jurisdiction	State of Chhattisgarh
Ministry	State Government
Status	In force as published by the source
Text	Published as one document, as the source published it
Subjects	environment

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~ c1lcb41<1 ~ 'qffiT lT<TT ~ ~ G«Ml\ill ct) ~ ~ ~Ii-~ ~-~- ("¢) ~ ~ ~ u41-icbl~ ~ ~ ~ t_ ~ 498 (13) (~) ~ ~ ~ u41-icbl~ 312lcTT clv:rr cl)l" ~/m IDxT ~ -itt m ~ ~ ffi qjx ~ 312lcTT ~ ~ lT<TT t I ~ u41-icbl~ <TI ~ ~ ~ <TI m <TI ~ -itt qelq;N IDxT ~ ~lcbllld cl)l" <11 ¢41 c1 r.fi "ff11aT ~ '<1TllT lT<TT t I ~ ~ c#t ~ ~ ~ ~ t ~ ~ ~ i:11¢41<1 IDxT ~ fcl>m lT<TT t I ~ ~lcbllld ct) ~ ~ ~ ~/.;qllll<1ll/~/312lcTT ~ ~ cfi ~ ~ ~/~~c#t~t1 Raipur, the 15th May 2019 NOTIFICATION No. 86/CSERC/2020.- In exercise of the powers of sub section (2), (za) and (zb) of Section 181 read with Section 86 (I) (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 perfonnance in distribution of electricity CHHATTISGARH STATE ELECTRICITY REGULATORY COMMISSION (STANDARDS OF PERFORMANCE IN DISTRIBUTION OF ELECTRICITY) REGULATIONS - 2020 I. Short title, Commencement and Application

1.1 These Regulations shall be called the Chhattisgarh State Electricity Regulatory Commission (Standards of Perfonnance 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 ofChhattisgarh.

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

2. Definitions

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(a) 'Act' means the Electricity Act, 2003 (No. 36 of2003);

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

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497

1.1 These Regulations shall be called the Chhattisgarh State Electricity Regulatory Commission (Standards of Perfonnance 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 ofChhattisgarh.

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 requin;s:

(a) 'Act' means the Electricity Act, 2003 (No. 36 of2003);

(b) 'Area of supply' means the area within which a licensee is authorized by in his license to supply electricity;

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

(e) 'Days' means clear working days;

(f) 'Default Days' means calendar days

(g) 'Extra High Tension/Extra 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;

(i) 'High Tension/High Voltage' means the voltage exceeding 650 volts but not exceeding 33000 volts under normal conditions;

(i) '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 of the Act;

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

(I) '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.

2.2. 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.

3. Objectives The objectives of these performance standards are:-

(a) to lay down standards of performance;

(b) 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."

· 4. Standards of Performance

4.1. 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.

4.2. The standards of performance specified in Schedule-II 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.

4.3 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.

5. Compensation

5.1. 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.

498 (15)

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 of performance 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).

5.3. 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.

5.4 The compensation paid to the consumer shall be recovered from the concerned responsible employees /officers 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.

6. Procedure for payment of compensation

6.1 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 officers who shall acknowledge consumers' claims and delegate adequate powers at different levels for settlement and payment of compensation.

6.2. 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.

6.3 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.

6.4 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 thirty 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.

7. Duty of the distribution licensee to create awareness.- Every distribution licensee shall, for creating proper awareness regarding the standards of performance among its consumers and its staff, undertake the following activities,-

(a) Manual of Procedure for Processing Complaints of Consumers shall be made available for reference of the consumers and the staff of the licensee at every office of the licensee;

(b) Manual of Procedure for Processing Complaints 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 offices of the licensee;

( d) The guaranteed standards of performance along 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 officers who are responsible to ensure the standards of performance.

8. Information on Standards of Performance

8.1. In accordance with the provision of section 59(1) of the Act, every licensee shall furnish 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 of these 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.

498 (16) ,giJl,a,1~ ~. ~ 27~ 2020

8.2 The Commission shall arrange 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, fire, 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 of orders and practice directions Subject to the provisions of the Act and these Regulations, the Commission may, from time to time, issue orders and practice directions in regard to the implementation of these Regulations and procedures to be followed.

11. Power to remove difficulties

11.1. If any difficulty arises in giving effect to any of the provisions of these Regulations, the Commission may, by general or special order, direct the licensee to do anything, not being inconsistent with the provisions of the Act, which appears to it to be necessary or expedient for the purpose of removing the difficulties.

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, modify 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

14.1 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.

SCHEDULE-I By order of the Commission Sd/- (S.P. Shukla) Secretary.

(Refer to clauses 4.1, 5.2 and 6.1) GUARANTEED STANDARDS OF PERFORMANCE

1. Restoration of Power Supply

1.1 Normal Fuse-off calls: Normal fuse-off call shall include replacement of HT drop out fuses and fuses on L.T. side of distribution transformers or at the consumer premises. Normal fuse-off call shall be 498 ( 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 within 24 (twenty-four) hours in class-A cities and urban areas and within 5 (five) 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 ofreceipt 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 48 (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 Voltage, ±6%;

(b) In the case of High Voltage, +6% and -9%; and,

On receipt of a voltage variation complaint, the distribution licensee shall verify 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 ofa complaint and,

(b) Where expansion/enhancement of the network is not required, ensure that the voltages are brought within the specified limits, in 10 (ten) days of the receipt of a complaint and,

(d) Where a new 33/11 KV substation is required, resolve the voltage variation complaints, in 1 (one) year of the receipt 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-II of Central Electricity Authority (Technical standard of connectivity to the grid) Regulations 2007 (hereafter CEA (Technical Standard Regulations) is as follows:

(a) Voltage distortion limit- Utilities responsibility Bus Voltage Maximum individual Total maximum voltage distortion voltage distortion 33KV & 132 KV 3.0 5.0 220KV 2.0 2.5 400KV 1.5 2.0

(b) Current distortion - consumer' s responsibility The total harmonics distortion for current drawn from the transmission system at the 498 (18)

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 receipt of complaint, the distribution licensee shall carry out an inspection for detection of faulty / non-working (stuck up, running slow / fast) meter within 4(four) days, ?(seven) days and 12(twelve) days in class-A cities, urban areas and rural areas respectively and, in case of detection of fault, 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 ofreceipt of a complaint. The licensee shall recover the cost of the meter from the subsequent bill of the consumer.

4. New connections /Additional Load SI.

No.

In dealing with applications for new connections I 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 Licensee Services Time Limit for Rendering the Service ( excluding payment period) LT connection excluding agriculture a) Normal domestic connections Urban areas - 7 days (where no addition I augmentation I up- (including class-A cities ) gradation of existing distribution mains is required) Rural areas - 15 days b) Other than a) (Where power supply can be provided from Urban areas - 15 days existing network), (including class-A cities ) Rural areas - 30 days c) Where power supply requires Urban areas - 90 days extension/,addition/,augmentation/ up - (including class-A cities ) gradation of distribution mains, including distribution sub-station. Rural areas - 120 days LT Agriculture connection i) Agricultural connection during season 90 days, when clear access to fields is available provided full cost of extension is paid ii) Agricultural connection during season 180 days, when no clear access is available provided full cost of extension is paid HT Connection a) Informing feasibility after receipt of the 07 days application .

b) Issue of demand note of estimated charges 30 days c) Completion time for extension of works 90 days after payment and finalization of agreement - d) i) Issue of three months notice after · 7 days completion of extension work by the licensee with installation of meter and metering equipment.

ii) Release of load after completion of 7 days extension work by licensee and submission of clearance from Electrical Inspector by the applicant.

498 (19) 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.

5. Transfer of ownership and conversion of services The licensee shall give effect to transfer of ownership, change of category and conversion of the existing services from low tension to high tension and vice versa within the following time limits:

TABLE-B SI. No. Licensee Services Time Limit for Rendering the Service

(a) Transfer of ownership Within two billing cycles after acceptance of application form and execution of supp Iementary agreement by new applicant

(b) Change of consumer category From subsequent billing cycle from the date of payment of necessary charges, if any, by the consumer.

6. Complaints about consumer's bills

6.1 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.

6.2

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 Urban areas - 7 days (including class-A cities ) Rural areas - 15 days 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 amounts 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 payment 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.

498 (20) Reliability Indices odl.a•li; ~. ~ 211'f 2020

SCHEDULE - II (Refer to clauses 4 .2 and 6 .1) OVERALL STANDARDS OF PERFORMANCE The distribution licensee shall calculate the reliability of distribution system on the basis of number and duration of sustained or long supply voltage interruptions (longer than Five minutes) in are porting period using the following indices

(a) System Average Interruption Frequency Index (SAIFI)

(b) System Average Interruption 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 l 1KV/33KV feeders in the supply area, excluding those serving predominantly agricultural loads, and then aggregating the number and duration of all interruptions in that month for each feeder. The indices would then be computed using the following formulae:

n I. SAIFI ~)A;*N;) Where, i=I N1 Ai= Total number of sustained interruptions (each longer than 5 minutes) on ith feeder for the month Ni= Number of consumers of ith feeder affected due to each sustained interruption / Nt = Total number of consumers at l lKV in the Distribution Licensee's supply area n = number of l lKVand 33 kV feeders in the licensed area of supply (excluding those serving predominantly agricultural loads) n

2. SAIDI L(B;* M) i=I M Where Bi= Total duration in minutes of all sustained interruptions (each longer than 5 minutes) on ith feeder for the month The distribution licensee shall maintain the reliability of power supply on monthly basis within the time line specified in table below:- Reliability Target level Target level indices (July to March) - (April to June) (per consumer per month) SAIFI Class-A cities - 15 interruptions Class-A cities - 20 interruptions SAIDI Class-A cities - 6 hrs./month (360 Class-A cities -10 hrs./month (600 mins/month) mins/month) SAIFI Urban areas - 30 interruptions Urban areas - 40 interruptions SAIDI Urban areas - 15 hrs./month (900 Urban areas - 20 hrs./month (1200 mins/month) mins/month) SAIFI Rural areas - 35 interruptions Rural areas - 50 interruptions SAIDI Rural areas -20 hrs./month (1200 Rural areas -30 hrs./month (1800 mins/month) mins/month) 498 (21)

Provided that:

(a) While calculating the given reliability indices, the following types of interruptions shall not be taken into account:

1. 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;

m. Interruptions due to scheduled or planned outages

(b) 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 STANDARDSOFPERFORMANCE Nature of Service Standards of Performance Indicating the maximum time limit for rendering the service Compensation payable to affected consumer(s) in case of default I. Restoration of Supply

(a) Fuse-off call 4 (four) hours (class-A cities and urban areas) 24 (twenty-four) hours (rural areas)

(b) Line breakdown. 6 (six ) hours (minor) (class-A cities and urban 24 (twenty-four) hours (major) areas) 12 (twelve) hours (minor) (rural areas) 2 (two) days (major) ( c) Distribution transformer 24 (twenty-four) hours (class-A cities and urban Rs 5/- hr up to 12 hrs failure areas) & Rs 10/- per hr 5 (five) days (rural areas) beyond that ( d) Burnt meter (LT) 8 (Eight) hours (class-A cities) 12 (twenty-four) hours (urban areas) 2 (two) days (rural areas)

(e) Underground Cable 12 (twelve) hours (class-A cities)" Breakdown 24 (twenty-four) hours (urban areas) 2 (two) days (rural areas)

2. Quality of Supply

(a) Maintenance of voltage 2 (two) days, if the fault is on account of transformer Rs 10/- for each day of within the specified range (local problem) default of the declared voltage. IO (ten), days wherever expansim;i / enhancement of the network is not required 120 (one hundred and twenty) days, in case upgradation of the distribution system is required I (one) year in case of substation is required

3. Meters 498 (22)

(a) Meter inspection in case 4 (four) days (class-A cities) of customer complaint 7 (seven) days (urban areas) regarding faulty I non- 12 (twelve) days (rural areas).

working (stuck up, running slow I fast or creeping) meters. Rs. 10/- for each day of default

(b) Replacement of meter if Within subsequent billing cycle found faulty

4. Application for new Connection/ additional load

4.1 LT connection excluding agriculture a) Normal domestic Urban areas - 8 days connections (including class-A cities ) (where no addition I Rs 50/- for each day of augmentation / up-gradation Rural areas - 14 days default of existing distribution mains is required) b) Other than a)

(i) Where power supply Urban areas - 15 days can be provided from (including class-A cities ) existing network, Rural areas - 30 days ( excluding payment period) ii) Where power supply Urban areas - 90 days requires extension of (including class-A cities ) distribution mains, including distribution Rural areas - 120 days sub-station. ( excluding payment period)

4.2 LT Agriculture connection i) Agricultural connection 90 days, Rs 50/- for each day of during season when clear provided full cost of extension is paid default access to fields is available ii) Agricultural connection 180 days, during season when no clear provided full cost of extension is paid access is available

4.3 High Tension (HT) Connection ;~ Informing feasibili_ty 15 (fifteen) working days after receipt of the Rs 100 /- for each day of application default ;~ Issue of demand note of 30 (thirty) days estimated charges

(c) Completion time for 90 (ninety) days extension of works after Rs 100/- for each day of payment and finalization of default agreement 498 (23)

(d)

(iii) Issue of three 7 (seven) days months notice after completion of extension work by the licensee with installation of meter and metering equipment.

(iv) Release of load 7 (seven) days after completion of extension work by licensee and submission of clearance from Electrical Inspector by the applicant.

5. Load Reduction With effect from the first day of the following billing Rs 100/- for each day of month. default

6. Reconnection of Class A cities - eight (8) hours Rs 100/- for each day of supply following Urban Areas- twenty four (24) hours default disconnection due to non- Rural Areas- two (2) days payment of bills (after the from the payment of dues made by the consumer payment of all dues made by the consumer)

7. Transfer of ownership and conversion of services

(a) Transfer of ownership Within two billing cycles after acceptance of application form and execution of supplementary agreement by new applicant

(b) Change of consumer From subsequent billing cycle from the date of Rs 50/- for each day of category payment of necessary charges, if any, by the default.

consumer.

( c) Conversion from LT to As in Table A HT and vice versa

8. Complaints on Consumer' s Bills "

(a) Non receipt of a Within 3 (three) days of the registration of the Rs 10 /-for each day of bill complaint. default

(b) Inadequate time for Extension of due date of payment within 2 (two) payment of bill days

(c) Billing complaints Urban areas - 7 days - (including class-A cities ) Rs 10/- for each day of default Rural areas - 15 days 498 (24)

9. Reading of consumer's Monthly Rs 100/- for first month meter.

Rs 200/- per month beyond the first month of delay.

10. Refund of Deposits (After 60 (sixty) days completion of formalities by Rs 50/- for each day of the consumer) default 11 . Maintenance of reliability within the specified limit SAIFI 15 interruptions per customer (class-A cities) Rs. 60/- per consumer for 30 interruptions per customer (urban) 35 interruptions per customer (rural) each no of default SAIDI 6 hrs.I month (360 mins/month) ( class-A cities) 15 hrs./month (900 mins/month) (urban) Rs. 5/- per consumer for 20 hrs./month (1200 mins/month) (rural) each hour of interruptions

SCHEDULE OF OVERALL STANDARD OF PERFORMANCE Service Area Overall standards of performance I. Normal Fuse-off call Towns and cities At least 90% calls received should be rectified within stipulated Rural areas time limit in both cities and towns and rural areas

2. Line Breakdowns Towns and cities At least 95% of cases should be resolved within the time limit in Rural areas both cities and towns and rural areas

3. Replacement of Failed Distribution Transformer Towns and cities At least 95% ofDTRs should be resolved within the time limit in Rural areas both cities and towns and rural areas

4. Period of Scheduled shut-down Maximum duration in a single stretch Restoration of supply after shut down At least 95% of cases should be resolved within the time limit

5.Voltage Variations Where no expansion or enhancement of network is At least 95% of cases should be resolved within the time limit involved Where up-gradation of distribution system is At least 90% of cases should be resolved within the time limit required

6. Meter Complaints Inspect and check correctness Replace slow, fast, creeping or jammed meters Replace burnt meters if cause not attributable to At least 90% of cases should be resolved within the time limit consumer Replace burnt meters in all other cases

7. Application for new connection/ additional load Release of supply where service is feasible from At least 95% of cases should be resolved within the time limit existing network.

498 (25) Service Area Overall standards of performance Release of supply where Network expansion/ enhancement required for providing connection Agriculture connections At least 90% of cases should be resolved within the time limit

8. Transfer of ownership and conversion of service Title transfer of ownership Change of category Conversion of LT 1-ph phase to LT 3-ph. At least 99% of cases should be resolved within the time limit Conversion from LT to HT and vice-versa

9. Resolution of complaints on consumer's Bills If no additional information is required If additional information is required for LT consumers At least 90% of cases should be resolved within the time limit If additional information is required for HT consumers

10. Reconnection of supply following At least 95% of cases should be resolved within the time limit disconnection

11. Refund of Deposits (After completion of At least 99% ofcases should be resolved within the time limit formalities by the consumer)

12. Transformer failures Power Transformer Shall not exceed 2 per cent p.a.

Distribution Transformer Shall not exceed 10 per cent p.a.

13. Faulty Meters (MNR, Burnt, sticky, etc.) Shall not exceed 2.5 per cent of metered installations

14. Billing Efficiency 100 % of the consumers to be billed during the billing cycle

15. Collection Efficiency 92% of current annual demand + 15% of arrears at the beginning of year FORM A APPLICATION FOR CLAIMING COMPENSATION AMOUNT BY THE AFFECTED CONSUMER 2 3 4 5 6 7 8 Name of the Consumer Address B.P. Number Nature of complaint in brief Complaint Number Date and time of lodging complaint Date and time the complaint attended by the Licensee Standard time within which the complaint is to be 498 (26) attended to as per Licensees' Standards of Performance Regulations 9 Actual Time taken to attend to the complaint 10 Amount to be received as per Licensees' Standards of Performance Regulations 11 Mobile No.IE-mail ID Date:/Time Place:

Claim Number Date Name of the Consumer BP Number ACKNOWLEDGMENT (To be given by the Licensee) Signature Signature of the Official of the Licensee with Name, Seal and Date FORMB APPEAL BEFORE THE ELECTRICITY OMBUDSMAN [See clauses 6.4 ofCSERC (Standards of Performance in Distribution of Electricity) Regulations, 2020] Sub: Representation on ........ . . . .... . ... . . ... . ....... . .. .

Sir, Being aggrieved by the non-redressal/order of the Consumer Grievance Redressal Forum, The applicant hereby makes the following representation/appeal. The details of the application are as follows:

Name of the applicant Full address of the applicant BP No.

Details of request submitted to the Consumer Grievance Redressal Forum (A copy of the request and the orders shall be attached) Nature ofrelief sought from the Ombudsman List of documents enclosed 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 of us or any of the parties concerned has not brought the subject matter of the present complaint before the Ombudsman to the best ofmy / our knowledge and belief.

r- 498 (27) The subject matter of the present complaint is not in respect of the same which was settled by the Ombudsman in any previous proceedings.

The subject matter of the present complaint has not been pending / decided by any Forum / Court / - Arbitrator / any other authority.

Place:

Date:

Signature of the Complainant r I 86_CSERC(Standards of Performance in Distribution of Electricity) Regulations, 2020_Hindi 86_CSERC(Standards of Performance in Distribution of Electricity) Regulations, 2020_English

CSERC (Standards of Performance in Distribution of Electricity) Regulations, 2020.

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