wmm:mw 23 JOINT ELECTRICITY REGULATORY COMMISSION (For the State of Goa and Union Territories) NOTIFICATION Gurgaon, the 24th July, 2015 §TANDARDS 0F PERFQRMANCE REQQLATIQNS No. l9f20l2015-JERCII680.—1. [NTRODUCTIQN
1.] In exercise of the powers conferred by Sections ISI (1) and 18] (2) (za & zb) read with Section 57 (l), 57
(2), 59(1), 86 (l) (i) and 142 of the Electricity Act, 2003 (36 of 2003). the Joint Electricity Regulatory Commission for the State ofGoa S: Union Territories makes the following Regulations:-
2. §§ng TITLE AND EXTENT
2.] 'I'hese Regulations shall be called the Joint Electricity Regulatory Commission for the State of Goa & UT“ (Standard of Performance for Distribution Licensees) Regulation, 20 i 5.
2.2 These Regulations shall be applicable to whole of the State of Goa and Union Territories of Andaman & Nicobar Islands, Chandigarh, Dadra & Nagar Haveli. Daman & Diu, Puducherry and Lakshadweep.
2.3 These Regulations shall be interpreted and implemented in accordance with, and not at variance from, the provisions ofthe Act read with the Eleetn'city Rules and any CEA Regulations in this regard.
2.4 These Regulation shall come into force from the date of publication in the Official Gazette.
3. P F PM A I
3.] These Regulations shall be. applicable to all the Distribution Licensees including Deemed Licensees under .Section [4 of the Act and all its consumers in the State of Goa and Union territories of Andaman & Nicobar Islands, Chandigarh, Dadra & Nagar Haveli, Daman & Diu, Puducherry and Lakshadweep.
4. DEFINITIQE§
4.1 In these Regulations, unless the context otherwise requires:
3. “Act” means the Electricity Act 2003 and subsequent amendments thereof;
b. “Application" means the application complete in all respects in the appropriate form, as required by the licensee, along with documents showing payment of necessary charges and other compliances;
.. c. “Area of Supply" means the area within which a licensee is authorized to supply electricity:
:1. “Call Centre" means the office set up with adequate technology and systems to register complaints round the clock;
e. “Clearances” means the necessary approval from outside agencies such as Municipal Authorities, Commune Panchayat and Gram Panchayat Authorities which is required for completion of work by the licensee;
f. “Conunission” means the Joint Electricity Regulatory Commission for the State of Goa & Union Territories;
g. “Consumer Indexing" means identification and codification of each consumer in the electrical network with a unique code relating it to the network assets. With the help of that unique code it ' ' v ‘ e w - fi — - THE GAZETTE OF INDIA : EXTRAORDINARY . [PARTlllu—SECA] should be possible to identify the consumer, pole, disuibution transformer. feeder and substationfeeding the consumer;
h. “Extra High Tensioh/Extra High Voltage" means the voltage exceeding 33hr under normal conditions;
i. “Grievance Redressal Forum Regulations” means the Regulations issued Under Section 42 (5) and (6)by the Commission;
j. “High Tension/ High Voltage" means the voltage excwding 440 volts but not exceeding 33hr undernormal conditions;
,k. “Licensee“ means any person licensed under Part IV ofthe Act to distributeelectricity;
I. “Low Tension / Low Voltage” means the voltage level that does not exceed 440 volts under normalconditions;
m. “Normal Fuse Of!“ means fiJse blow off because of overloading of ageing;
n. “Remote Areas" means far flung and isolated areas including those remote islands away fi-om the areasofthe Main Island in the Union Territories ofAndaman & Nicobar Islands and Lakshadweep;
0. “Rural Areas" means the areas covered by Gram Panchayats;
p. “SOP” means Standard of Performance;
q “Urban Areas‘ means the areas covered by all Mummpal Corporations and other Municipalities Words and expressions used and not defined in these Regulations but defined in the Act shall have themeanings assigned to them in the Act. Expressions used herein but not specifically defined in these Regulationsor in the Acts but defined under any law passed by a Competent Legislature and applicable to the ElectricityIndustry in the State shall have the meaning assigned to them in such law.
m These standards lay down the guidelines to maintain disttibution System Parameters within the permissible limits and shall serve as guidelines for licensees for providing an efficient, reliable, coordinated and economicalsystem of electricity distribution.
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 theconsumers installation to function properly;
operate in; and e. To enhance the quality of the services to meet acceptable customer service standards in the short term andgradually move towards improved customer service standards in the long term. '
6. LEQQL PRQVISIONS
6.| The Commission, in pursuance of Section 57, read with clause (i) of sub-seetion ( l) of Section 86 of the Act, shall specify the Standards of Performance of the distribution licensees, intending to serve as guidelines for them to operate their distribution system for providing quality and reliability of service;
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8.3 [W 111—15“! 4] mmm:mm 25 W if a licensee fails to meet the standards specified under sub-section (I) of section 57 of the Act. without prejudice to any penalty which may be imposed. or prosecution which may be initiated. it shall be liable to pay to a person affected such compensation as may be determined under sub-section (2) of section 57 by the Commission;
Provided that before determination of compensation. the concerned licensee shall be given reasonable opportunity of being heard.
The Commission may, in exercise of the powers vested in it under section 58 of the Act, specify different standards under sub-section (1) of Section 57 of the Act for a class or classes of the licensees.
Every licensee shall, within the period specified by the Commission under sub-section 59 of the Act, furnish to the Commission the following infomation, namely:- a.. The level of performance achieved under sub-section (l) of section 57 of the Act;
b. The number of cases in which compensation was made under sub-section (2) of Section 57 of the Act and the aggregate amount of the compensation. ' The Commission shall at least once in every year arrange for publication. in such form and manner. as it considers appropriate, of such information furnished to it under clause 6.5 above.
The Commission may, in exercise ofme powers vested in it under section 142 of the Act, resort to penal action against the licensee responsible for non— fiilfillment of the Standards of Performance.
STANDARDS OF PERFORMAECE The Standards specified in SeheduIe—l of these Regulations shall be the Guaranteed Standards of Performance, which are the minimum standards of service that a distribution licensee shall achieve. The guaranteed standards of performance shall be differentiated across the licensee‘s area based on the concentration of population. The categorization shall be applicable for urban areas, rural areas and remote areas.
The failure of the licensee to achieve the guaranteed standards of service shall entail payment of compensation to the consumer as per Schedule — Ill ofthese Regulations.
The standards specified in Schedule — ll of these Regulations shall be the Overall Standards of Performance which licensee shall seek to achieve in the discharge of its obligations.
QOMPENSATTON MECHANISM If the licensee fails to meet the guaranteed standards of Performance as specified in Schedule — l, the licensee shall pay compensation to the affected person.
The minimum compensation to be paid by the licensee to the affected person is specified in Schedule — III of these Regulations.
Affected consumers will be required to tnake a claim for payment of compensation to the Divisional Engineer of their area of supply which shall be done within 30 days of violation of guaranteed standards. The payment of compensation shall be made as per the rates prescribed and decided by the Commission in Regulation No. 1‘!
(schedule III) of these Regulations. In all cases of compensation. the compensation shall be made by way of adjustment against current and f or future bills for supply of electricity, but not later than 90 days from the date of violation of guaranteed standards, unless demanded by the consumer as direct payment. if the licensee, however, fails to dispense the compensation amount as laid down in Schedule — [ll of these regulations the aggrieved consumer(s) can approach the respective Consumer Grievances Redressal Forum (CGRF) for redressal of grievances of consumers to seek such compensation. In such event. additional penalty may be levied by CGRF depending upon the gravity of the complaint on the licensee for not faithfully implementing the regulations on case to case basis. Additional penalty as may be levied shall be remitted by the licensee to th: Commission.
226 42):; — tr - - .
- r - v + — — - 26 THE GAZETTE 0F mom .- EXTRAORDINARY [mm Hl—SEC.
—__.__ _.___._____8.4_ In case of events Mg more than one consumer, the provisions for payment of compensation specified ' Schedule — ll] of these regulations shall be applicable to all concerned consumers when the‘data on consum indexing is available.
8.5 The Licensee shall complete consumer indexing within the specified time limits as under. from the date .
commencement of these Regulations.
a. For “Urban Areas“ to be completed within 12 months;
b. For “Rural Areas” to be completed in IS months; and c. For “Remote Areas” to be completed in 24 months.
8.6 The Licensee shall maintain
8.7 The compensation paid by th
8.8 The Commission may authorize the Commissi
8.9 Remuneration to be Methodology for Audit or Annual cheeks
8. IO Grading of the report on Performance Standards submitted by the licensee shall be done in two parts - reliability and accuracy of the data.
Reliability grading
8.l l The grading system for reporting the reliability ofthe Perfonnance Standards shall be set as under:- 1 eliahility Grade Aseusment of Reliability Grade I Based on proper records with adequate procedures Data has significant procedural deviations Unsatisfactory data j
8. l2 Only if the reliability is of' the Grade A. further analysis will be carried out to measure claims on achievement.Accuracy Grading
8. l3 Based on the aecurac Accuracy Assessed Accuracy Percentage of compensation paid to be recovered through- Grade Level Annual Revenue Requirement +/-2% 100% 7 +/-5% 85% 44-10% 70% [31W 111-“ 4] ‘TRH $1m : mm 27 m ""
9. C MP AIN HANDLI M CHANISM
9.l The Licensee shall devise its own processes at Complaint Handling Centres! Call Centre (3)1’Customer Care Centre(s) or any other customer interface channels to handle consumer complaints. The processes should include the following:- a. Registration of complaints by allotting a unique identification number to be called the complaint number:
b. Communication to consumer of the complaint number, dataftime of‘ registration of the complaint and expected complaint resoluticm time to the consumer;
e. Record details of each complaint (As per Annexure — l).
d. Intimate contact details ofthe next higher authority (including his name. telephone number and address) It) the consumer in case the consumer is not satisfied with the complaint handling or when requested by him;
and e. Update and record feedback of the consumer on the action taken along with the total time taken for resolutioa of the complaint.
Establishment of call centre (5)
9.2 Licensee shall within the following time limits, from the date of commencement of these regulations, establish call centre(s) for redressal of complaints of its consumers, and such Call Centre(s) shall be accessible to its consumers round the clock 'during all days of the week.
a. For “Urban Areas“ within 6 months;
b. For “Rural Areas” within l2 months; and c. For “Remote Areas" within 24 months.
The Licensee shall use the existing channels for recording the consumer complaints as per the procedure defined in Regulation 9.] till the establishment of Call Centre(s).
Every licensee shall depute adequate number of staff at its Call Centre(s) and earmark or allot or establish a basic telephone or cellular mobile telephone number having sufficient lines or connections to be called as the “toll free number” or “Consumer Care Number”, as the case may be.
The Licensee should ensure availability of electronic data base to record complaints as per the procedure defined in Regulation 9.] for the Ca]! Centre(s). This data bank should also be linked with the Consumer Billing Data Base.
Creating awareness
9.6 Every licensee shall, immediately upon establishment of its Call Centre(s). inform through a Public Notice in information to the consumers in case of any changes in the contact numbers. information should be prepared in English, Hindi and local languages and should be accessible to conSumers easily.
The Licensee should publish the guaranteed standards of performance along with compensation structure and information on procedure for filing of complaints. in the bills for month of January and July. If it is not possible to publish the same at the back of the bills. the licensee should publish it on a separate hand out and distribute it along with the bills.
newspapers in circulation in the area of supply. The licensee should also enSure proper Circulation of e ‘ - r — — — — _ .
28 THE GAZETTE OF lNDlA : EXTRQORDINARY [PART Ill—SEC.£ IO. SQ§MI§SIQN OF REPQRTS Guaranteed Standards
10.] The Licensee shall furnish to the Commission within l5 days from the close ofeach quarter. a quarterly reporproviding the following information:
a. Performance levels achieved by the licensee with reference to the guaranteed standards (specified itSchedule — l of these regulations) in the format as provided in Annexure — ll ofthese regulations;
b. Measures taken to improve the performance; and c. Details regarding the cases in which compensation was paid, as per format provided in Annexure — H 0these regulations.
Overall Standards
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I‘The Licensee shall furnish to the Commission within IS days from the close of each quarter. a quarterly reportproviding the following information:
a. Level of performance achieved with reference to the overall standards (specified in Schedule — l l oftheseregulations) in the format as provided in Annexure —« III of these regulations; and b. Measures taken by the licensee to improve performance in the areas covered by overall standards.
LIN L N AN Ex I. IONS FEVENTS A power interruption shall include any outage in the distribution system. extending from the distributioisubstation to the consumer meter, which may be due to the tripping of protective devices during faults or th -failure of distribution lines and / or transformers, and which results in the loss of power supply to one or moreconsumers.
The application of the Standards of Performance specified in these Regulations shall remain suspended in caseofthe following events:
a. force majeure events such as war, mutiny, civil commotion, riots, floods, cyclone, lightning. earthquake c4other force and strike, lockout, fire affecting licensee‘s installations and activities;
b. outages due to generation failure or transmission network failure;
c. outages that are initiated by the National Load Despatch Centre/Regional Load Despatch Centre/ Sta“Load Despatch Centre during the occurrence of failure of their facilities: and d. outages due to such other events which are with the approval of the Commission afler due notice anfihearing.
' EPEQL QED §AVINQ§ Save as otherwise provided in these Regulations, the Joint Electricity Regulatory Commission (Standards ofPerfonnance) Regulations, 2009 are hereby repealed.
[“IT'T 111-“ 4] WWW : mm! 29___———__________—_____ Notwithstanding such repeal anything done or action taken or purported to have been taken. or proceedings initiated under such repealed Regulations, shall be deemed to have been taken under these Regulations to the extent that the same were not inconsistent with the Act.
13. W T EM 1 If any difficulty arises in giving effect to any of the provisions of these Regulations, the Commission may, by general or special order. do or undertake or direct the licensees to do or undertake things, which in the opinion of the Commission are necessary or expedient for the purpose of removing the difficulties.
14. P W EN The Commission may. at any time and on such times as it may think fit, amend. alter or modify any provisions of these Regulations or remove any error or defect in these Regulations.
SCHEDULE - l GUARANTEED STANDARDS OF PERFORMANCE SLNO. Nature of cause of Powe'r Maximum Time Limit for Restoraflon Supply Failure
1. Fuse Blown out or MCB Tripped Within 4 hours for Urban area Within 8 hours for Rural areas Within 12 hours in Remote Areas
2. Service Line Broken! Within 6 hours for Urban areas Service Line snapped from the Within 12 hours for Rural areas Pole Within 18 hours for Remote areas
3. Fault in Distribution Line I Rectification of fault and thereafter Restoration of normal power System supply within 12 hours Temporary Supply to be re'stored within 4 hours from alternate source.
4. HT Mains failed Rectification of fault within 12 hours.
Temporary restoration ofpower supply within 4 hours.
5. Break down of underground Rectification of fault within 24 hours of occurrence of break down cable after obtaining clearances.
Temporai'y‘restoration of supply within 4 hours .
6. Distribution Transformer Replacement of failed Transformer: ' 'Failed/Bumt Within 24 hours in Urban areas Within 48 hours in Rural areas Within 60 hours in Remote areas Temporary Restoration of supply through mobile transformer or another backup source within 8 hours in Urban areas, 12 hours in Rural areas and 18 hours in Remote areas.
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fi _ _ _ _ l 30 THE GAZETTE OF INDIA : EXTRAORDINARY [PART lll—SEC. 4]
7. Problem in grid (33 kv or 66 kv Repair and restoration of supply within 48 hours. j 0' I '0 kv) substation Restoration of supply fi'om alternate source, within 6 hours.
Roster load shedding may be carried out to avoid overloading of alternate source.
8. Failure of Power Transformer Rectification Action Plan to be intimated to the Commission within 72 hours.
Rectification to be completed within the time fi'ame approved by the Commission.
Restoration of supply fi-om alternate source within 6 hours Roster load shedding may be carried out to avoid overloading of alternate source.
9. Period ofscheduled outages Interruption in power supply due to scheduled outages, other than the load-shedding, shall be notified by licensee at least 24 hours in advance and shall not exceed 12 hours in a day.
Quality of Supply
10. Voltage fluctuations Licensee shall maintain voltages at the point ofcommencement of the supply to a consumer within the limits stipulated as under, withreference to the declared voltage:
a. 1n the case ofLow Voltage , +6% and -6% b. 1n the case of High Voltage, +6% and «9%; and e. In the case ofExtra High Voltage. +10% and 42.5%1 1. On receipt of a voltage fluctuation complaint, licensee shall verify if the voltage fluctuation is exceeding thelimits specified and upon confirmation, licensee shall resolve the problem within the time limits specifiedbelow:-
1. Local problem on the Within 3 days transfonner ii. Distribution Network a. Within 15 days for LT system and 30 days for HT system,problem where no expansion or enhancement of network is involved.
b. Within 180 days if upgradation of distribution system is required.
12. _ In case where substation is required to be erected to resolve voltage fluctuation complaints, licensee. shall.within one month of the receipt of such complaint. submit to the Commission a proposal for erection ofsubstation, together With the time required to complete erection and commussromng of such substation andget the same approved by the Comrnlsston In such cases, licensee 15 requrred to Inform the consumer aboutthe likely time of resolution of the complaint Prowded that where such substation IS covered in thelicensee‘s capital expenditure plan approved by the Commissaon, the licensee shall complete the erectionand commissioning of such works within the time period specified in such capital expenditure plan.
13. Industrial and agricultural consumers, who are expected to install capacitors at their end, shall not be paidthe compensation ifcapacitors ofadequate capacity are not installed by them at their premises.
[W 111-“ 4] wwm:m 3| l4. Complaints about Meters Subject to the provisions of the Electricity Supply Code:
SLNO. Nature of Comptaint Time to be taken by Licensee i. Complaint lodged for accuracy Within 30 days of receiving the complaint, the Licensee shall test the test of meter meter and if needed, the‘ meter shall be replaced within 15 days thereafter.
ii. Complaint lodged for defective / Within 15 days of reCeiving the Complaint, the Licensee shall check stuck meter the meter and if needed, the meter shall be replaced within 15 days thereafier.
I iii. Complaint lodged for burnt meter The Licensee shall restore supply within 6 hours upon receipt of complaint bypassing the burnt meter, and new meter shall be provided within 15 days.
15. Transfer of Consumer‘s connection and conversion of services The Licensee shall give effect to a request for transfer of consumer‘s connection. change of category andconversion of the existing services from Low Tension to High Tension and vice-versa within the following time limits:
Nature of request Time to be taken by Licensee i. Change of consumer’s name due to Change shall be effected in two billing cycles.
change in ownership/occupancy for property ii. Transfer of consumer’s name to Change shall be effected in two billing cycles.
legal heir iii. Load reduction Licensee, after verification, shall sanction the reduced load within 30 ‘ days afier receipt ofthe application.
L 1 1V. Change of category Licensee shall inspect the premises and change the category within 10 days from the date of receipt of application.
v. Shifiing of meter/service line etc. 1. One month for giving the estimated amount to the consumer for shifting.
2. Within one month of the consumer depositing the estimated amount as mentioned above.
I lo. Complaints about consumer‘s bills I SLNO. Nature ofComplaint Time to be taken by Licensee
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Compiaints on billing Licensee shall acknowledge the complaint immediately, if‘ received in person. or within 3 days from the date of receipt if received by post.
If no additional information is required, Licensee shall resolve the complaint and intimate the result to the consumer within 7 days of receipt of the complaint. In case any additional information is required, the same shall be obtained, the issue resolved and result ._ _‘ __ ._ ..
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2 ._ 32 THE GAZETTE OF INDIA 2 EXTRAORDINARY [PART 1|1¥SF('. 4] intimated to the consumer within 7 days of the receipt of the additional information, whichever is later.
17. Issues relating to disconnection / reconnection ofsupply Issue under consideration Time to be taken by Licensee
1. Non payment of dues by the Licensee to give 15 days notice to pay the dues and if not paid. the consumer Licensee may disconnect the consumer’s installation on the expiry of the notice period.
ii. Request for reconnection In case consumer requests for reconnection within a period of six months afier disconnection. the Licensee shall reconnect the consumer's installation within 5 days of payment of past dues and reconnection charges.
However in case consumer requests for reconnection afier six months of disconnection, the connections would be reconnected only after all the formalities as required in the case of a new connection are complied with by the consumer including payment of pending dues.
Service Line Charges, Security Deposit etc. as applicable, for that Category ofConsumer.
iii. Consumer wanting upto date bill Licensee to carry out special reading and prepare final bill. including all arrears upto the date of‘billing within 7 days.
18. The time limits prescribed in this Schedule will be computed horn the time when the complaint is filed with thedesignated officers ofthe licensee or at the Call Centres.
1: Normal fuse - on calls 593mg”: — II P NCE The Licensee shall maintain the percentage of fuse ofl'calls rectified within the time limits prescribed at Sl. No.1 of Schedule — l of these Regulations to total calls received at not less than 99%.
2. Line Breakdowns The Licensee shall ensure restoration of power supply within the time limits prescribed at Sl. No. 2 to 5 ofSchedule — l ofthese Regulations. The Licensee shall achieve this standard of performance in at least 95% ofdioceses.
3. omnbuuen Transformer Failures:
The Liomsee shall maintain the percentage of distribution transformers replaced within the time limitsprescribed at 81. No. 6 of Schedule — I of these Regulations to the total distribution transfonners failures at notless than 95%.
4. Problem in Grid substations including failure of Power Transformers The Licensee shall ensure restoration of supply within the time limit prescribed at Sl. No. 7 and Sl. No. 8 ofSchedule - I ofthese Regulations in at least 95% of such cases ofpower supply failure.
[“lT'T 111-“ 4] . llill'fil '55?m :BTWW 33
5. Period of scheduled outages: _ Interruption in power supply due to scheduled outages, other than the load-shedding has to be notifiedinadvance and shall not exceed 12 hours in a'day and in each such event, the Licensee has to ensure that thesupply is restored by 6:00 PM. The Licensee shail achieve both of these standards of performance in at least95% ofthe cases.
6. Meter Complaints:
The Licensee shall achieve the Standard of Performance as specified at 8!. No. l4 of Schedule — I of theseRegulations in at least 95% of cases.
7. ' Voltage fluctuations complaints:
The Licensee shall achieve the Standards of Performance as specified at Sl. No. l I of Schedule — l of theseRegulations in at least 95% of cases.
8. Transfer of Consumer’s connection & Conversion of Services:
The Licensee shall achieve the Standards of Perfomtance as specified at Si. No. i5 of Schedule — i of theseRegulations in at least 95% ot'ceees.
9. Complaint about Consumer’s bills:
The Licensee shall ensure Standards of Performance as Specified at 8!. No. 16 of Schedule — l of theseRegulations in at least 95% of cases.
it]. . Issues relating to Disconnection Reconnection of Supply:
The Licensee shall achieve the prescribed Standards of Performance as specified at Sl. No. 17 of Schedule — lofthese Regulations in 95% of cases.
I 1. Voltage Unbalance:
The Licensee shall ensure that the voltage unbalance does not exceed 3% at the point of commencement ofsupply; Voltage Unbalance (VU) shall be computed in the following manner: - Voltage Unbalance = (VH-VL)NH:
Where VH and VL are highest and lowest phase Voltage for LT System or highest and lowest phase Voltagesfor HT & EHT Systems.
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12. Billing mistakes:
The Licensee shall maintain the percentage of bills requiring modifications following complaints to the totalnumber of bills issued, not greater than 1%.
13. Faulty Meters:
The Licensee shall maintain the percentage of defective meters to the total number of meters in service, notgreater than 3%.
14. Minimize electrical accidents:
Increase or decrease in no. of electrical accidents compared over a period of time will also be an indicator of theLicensee’s Performance. .
.3236 611/15 -5 ‘ — \ :
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l34 THE GAZETTE OF INDIA : EXTRAORDINARY [PART lll-—SEC. 4], I i Reliability lndices !15. The Commission shall impose a uniform system of recording and reporting of distribution system reliability licensee.
i 16 Based on the information submitted by licensees, the Commissmn would notify the target levels for the reliability induces annually Licensee shall be evaluated annually to compare Licensees’ actual performance 1 with the targets.
17. The licensee shall compute the following distribution reliability indices separately for the Urban Area, rural feeders:
System Average Interruption Frequency Index (SAIFI): The licensee shall calculate the value as per the formula and methodology as specified at S]. No. 18 in this Schedule.
1: lelnm Annmnn [nfqrnnnfinn nnv-afinn lnrlnv {QATnnv 'T'hn linnnc-no rI-e vJuuu... alv—uub' Anelvlhur-Avll uunnuvu "nu". \u- nnwl’. nu. uywlluvv uformula and methodology as specified at S]. No. 18 in this Schedule.
b. Momentary Average interruption Frequency index (MAIFI): The licensee shall calculate the value as perthe formula and methodology as specified at $1. No. 18 in this Schedule./
18. The indices shall be computed for licensee as a whole by stacking, for each month all the l lkv feeders in thesupply area and then aggregating the number and duration of all interruptions in that month for each feeder.
Thelindices would then be computed using the following fonnuiae:
- n a. SAIFI= z (A' x N')1 N‘ ‘ ll=1 n b. SAIDI= z (B' x N‘yNI {=1 , n c. MAIF1= z (c' x N')/N' .- i=1 ' Where, A' = Total number of sustained interruptions (each longer than 5 minutes) on i‘'1Feeder for the month.
8' = Total duration of all sustained interruptions (each longer than 5 minutes) on i"'Feeder for the month.
Ci== Total number of momentary interruptions (each less than or equal to 5 minutes) on i‘h Feeder for the .month.
N = Number of Consumers of i“1 feeder affected due to each interruption.
N;= Total number of Consumers at I lit'v feeders in licensee‘s Supply area.
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[mIn-w 4] WWW :merm . 35 n = Number of 11 RV feeders in licensee’s supply area (excluding agricultural feeders) Ngte: .
aa. The feeders must be segregated into Urban Area and Rural and the value of the indices must be reported 5"separately for each month.
-) b. Licensee shall propose the target level of these indices annually at the time of submitting ARR. TheCommission would thereafter notify these indices.
SCHEDULE - III COMPENSATION In case of‘ failure of licensee to meet the guaranteed Standards of Performance as specified in Schedule — l ofthese regulations, compensation shall be payable to the consumer. as shown in the table below:
Performance Parameters Standard Compensation payable in case of violation of Standard (default shall be considered from thé‘time consumer has made complaint) Compensation payable to Compensation Individual consumer if the payable to Individual event affects a single Consumer if the consumer event affects more than one Consumer
1. Billittggf Consumers
1.. Raising ofFinal Bill Within 2 Billing 10% of the Billed amount Cycles subject to maximum of Rs 250/- t2. In case Bills are raised even after Rs 250/— for each case Not Applicabledisconnection on consumer’s request
3. Resolution ofBilling Complaints Resolve within 7 Rs 50/- for each day of days of receipt of default complaint, if no additional information is required.
If required, within 7 days of receipt of additional ' .3.information.
4. Consumer requiring upto date bill Licensee to carry Rs 50/- for each day of NotApplicableout special reading default .
and prepare final bill within 7 days
11. Transfer of consumer's connection and conversion of services fl5. Change ofconsumer’s name Within 2 Billing Not Applicabledue to change in ownership! Cycles of occupancy for property acceptance of 3;application - E;6. Transfer of consumer’s name Within 2 Billing ' - 'to legal heir cycles of §-acceptance of Rs 50/— for each day of‘ ‘application default ..
an.3‘7 Z Z 6 43/15 ‘ 6 . ‘21::- l Tripped (in case fuse or MCB 1 belongs to Licensee i.e. pole I or feeder pillar fuse) for Urban areas Within 8 hours for Rural areas Within 12 hours in Remote areas.
broken service ‘ line snapped from the Pole Service line Within 6 hours for Urban areas Within 12 hours for Rural areas. of default 36 THE GAZETTE OF INDIAzEXTRAORDINARY [PARTlll—SEC. 4] L. —= =—=====‘,_ = -_=."
7. Load Reduction 30 days afier receipt of the application
3. ChangeofCategory wmmi 10 days of acceptance of application
9. Shifting of Meter / Service Within 30 days of Rs 50/— foneach day of NotApplicable Line etc. consumer default depositing the estimated amount for which the licensee is allowed 30 days
111. Disconnection / Reconnection of Supply
10. Request for reconnection In case consumer Rs 50/- for each day of requests for default reconnection within a period of six months after dis—connection, the Licensee shall reconnect the consumer’s installation within 7 days of payment of past dues and reconnection chargg.
1V. MeterComplaints 1 1. Testing of Meter Within 30 days of Rs 50/- for each day of Not Applicable receipt of default complaint
12. Replacementofburnt meter Within 6 hours Rs 50f— for ‘each day of Not Applicable restoration of default suvply by bypassing the burnt meter.
Meter to be 1 replaced within ‘ 15 days.
13. Replacement of defective Within 15 days of Rs 50/- for each day of NotApplicable Meter declaring Meter default defective afier ‘ testing V. Power Supplv failure
14. Fuse blow'n out or MCB Within 4 hours Rs 20/- for each hour Rs 20/- for each hour-of default to each consumer affected.
[11m Ill—teue 4] Wmm:mm , 4 \ )
16. Fault in distribution Rectification of line/system fault and thereafter Restoration of normal power supply within 12 ;
hours __ ‘
17. Break down of underground Rectification 7 Cables within 24 hours 1
18. Distribution transformer Replacement of Rs 1501- for each day R5 1505- l‘oreach du} ui‘dclhnlt failed / burnt failed trahsformer ofdefault to each consumer affected.
within -24 hours in Urban'areas Within 48 hours in rural areas Within 60 hours ‘ in Remote areas. 1
19. HT mains failed Rectification of Rs 200/- for each day Rs 200/- for each day ofdefault fault within 12 ofdefault to each consumer affected.
hours
20. Problem in grid (33kv or 66 Repair and kv)substation restoration of supply within 48 hours
21. Failure of Power Transfon'ner As per 15.8 of Rs 5007- for each day Rs 500!— for each day ofdefault Schedule - 1 of default to each consumer affected.
V1. Voltage fluctuation
22. Local problem on the Within 3 days Rs 50/- for each day of Rs 50/— for each day of default Transformer default to each
23. Distribution network problem Within 15 days Rs 100."- for each day Rs 100f- for each day of default where no expansion on for LT System ofdefault enhancement of network is Within 30 days involved for HT System
24. Distribution network problem, Within 180 days Rs 250/- for each day Rs 250/- for each day of if upgradation of distribution of default default. system including erection andfor enhancing capacity of sub-station is required KEERTI TEWARI. Secy.
[ADVT.-111/4/Exty./218-1/15(148)] 38 THE GAZETTE 0F 1NDIA2EXTRAORDINARY [PARTlll—SEC.4] ANNEX RE -1 The format for Registering a Complaint in the Complaint Office shall be as under:- SL. fife— & NAME. ADDRESS, NATURE COMP- REFERENCE TIME & TOTAL TIMENO. DATE OF CONTACT NO. OF 01" LAINT GUARANTEED DATE OF TAKEN FORRECEIVING COMPLAINANT COMP- NO. STANDARD REDRESSAL COMPLAINTCOMPLAINT LAI‘NT OF REDRESSAL COMPLAINT (1N DAYS!
HRS/MTS) mi REERTINQ FQRMAT§ - GEARANTEED STANDQRDS
1. The following format shall be used by Licensee for reporting the Performance Levels for Guaranteed Standardson a quarterly basis to the Commission:- GUARANTEED GUARANTEED PREVIOUS COWLAI'NTS TOTAL NO. or COMPLAINTS REDRESSED IN THE PENDHE STANDARD STANDARD QUARTER RECEIVED m COMPLAINTS QUARTER (No.1 CpMP- REFERENCE PWTER PENDING THE (No) WITHIN MORE [ TOTAL LAlNTS' N0. COWLAINTS QUARTER STANDARD THAN THE commm (NO)(NO) (NO) TIME STANDARD REDRESSED TIME '
1. Fuse Blown Urban Area :3); ”CB Rural Area Remote Area h2. Service Line Urban Area or Snapped from Pole Rural Area Remote Area
3. Fault in Distribution System
4. HT Main Failure
5. Breakdown of underground Cables [em m—eme 4] . mum : mar - ' 39
6. Distribution Urban Area Transformer failure/ Burnt Rural Area Remote Area
7. Problem in Grid Substation
8. Failure of 1 Power Transformer
9. Period of Scheduled outages
10. (i). Voltage fluctuations in case fault is identified ' '_ to a local _ ' .- _ problem on the Transformer
10.(ii).(a). Voltage fluctuation in case no expansion augmentation of network requ ired
10.(ii).(b). Voltage fluctuations . in case expansion augmentation of network required
11.(i). Accuracy testing of Meter l 1.(ii). Defective!
stuck Meter
11.(iii). Burnt Meter
12.(i). Consumer’s name change " 12.01). Transfer of name to legal heir
12.(iii). Load Reduction
12.(iv). Change of ' Category
12.(v). Shifiing of Meter/ Service Line BIC.
13. Complaint on. Billing THE GAZETTE OF INDIA : EXTRAORDINARY [PARTlll—SEC.4!
Request for Reconnection Consumer wanting special reading of‘ meter and upto date Bill Time limit prescribed in Schedule —- 1 will be computed from the time when the complaint is filed with the designated offices of the Licensee or at the Call Centre.
2. The quarterly information regarding the compensation shall be submitted by Licensee to the Commission in the following format for individual complaints where compensation has been paid.
SLNO. COMPLAINT DATE OF CONSUMER NAME AND NATURE OF REFERENCE AMOUNT OF DATE OF NO. FILING OF NO. ADDRESS COWLAI'NT GUARANTEED COMPENSATION PAYMENTOF COMPLAINT OF STANDARD PAID (RS) mm CONSUMER ‘-.
.‘i l l' W RE RTIN F TS — V ALL TA ARD
1. Licensee shall furnish the infomation with respect to the overall standards every quarter to the Commission in the following format:- OVERALL OVERALL NO. OF TOTAL NO. TOTAL NO. TOTAL NO. NO. OF STANDARDS STANDARD COMPLAINTS OF 0F 0F COMPLAINTS REFERENCE PARAMETER PENDING AS COMPLAINTS COMPLAINTS COMPLAINTS PENDING AT NO. THE START FILED BY =tA+B) REDRESSED THE END OF OF THE THE WITHIN THE THE QUARTERM) CONSUMERS STIPULATED QUARTER 1N THIS TIME QUARTER(B)
1. Normal fuse off Cables
2. Overhead Line Cable Breakdown including underground Cable Breakdown
3. Distribution Transformer Failures
4. Grid Substation problem including Power Transformer Failure [Inn 111-“ 4]
5. Period of Scheduled Outages
6. Meter Complaints
7. Voltage Fluctuation ' Complaints -
8. Transformer of Consumers Connection/Services
9. Consumers Bi] ls Complaints
10. Disconnection Reeonnection of Supply
2. The quarterly information regarding faulty meters shall be submitted by Licensee in the following format:- REFERENCE NO. OF FAULTY NO. OF TOTAL NO. NO. OF METERS NO. OF FAULTY OVERALL METERS AT FAULTY OF FAULTY RECTIFIED/REPLACED METERS STANDARDS THE START OF METERS METERS PENDING AT THE QUARTER ADDED THE END OF DURING THE THE QUARTER QUARTER
3. The proforma for submission of quarterly report on reliability indices shall be as follows:- SL.N0. MONTH Ni= NUMBERS 0F Ai = TOTAL Ni = TOTAL =2 (A1 " Ni) SAIF1={2)I(I) CONSUMERS OF i‘h NUMBER QF NUMBER 0? FOR ALL 11KV FEEDER AFFECTED SUSTA'WED CONSUMERS FEEDERS FOR EACH INTERRUT’TIONS AT l ”(V IN EXCLUDING lNTERRUPTEON (EACH LQNGER LICENSEES AGRICULTURE THAN 5 u AREA OF FEEDERS (2) M1NUTES)0£1 i"‘ SUPPLY u ) FEEDER FOR THE MONTH 1 N TOTAL 42 THE GAZETTE 0F INDIAzEXTRAORDlNARY _ [PART lll—SEC. 4] SLNO. norm! Ni= NUMBER OF Bi=TOTAL N1 = TOTAL =EtBi'Ni) smmamn. CONSUMERS 0? i.1 DURATION OF NUMBER OF FOR ALL nxv FEEDER AFFECTED susumsa. CONSUMERS FEEDERS FOR EACH INTERRUPTIONS AT IIKV m EXCLUDING INTERRUPTION (EACH LONGER LICENSEES AGRICULTURE THANS ' AREA or FEEDERSIZ) M1NUTES)ON i‘“ SUPPLY ( l) FEEDER FOR THE MONTH [ N TOTAL |SL.NO. MONTH Ni- NUMBER OF Ci=Tf0TAL N1 = TOTAL =z(Ci-Ni) MA1F1={2)/(l) CONSUMERS OF i"' NUMBEROF NUMBER OF FOR ALLIIKV FEEDER AFFECTED MOMENTARY CONSUMERS FEEDERS FOR EACH INTERRUPTIONS AT llkv IN EXCLUDING INTERRUPTION (EACH LESS LlCENSEES AGRICULTURE THANOR AREA OF FEEDERS(2) EQUAL TO 5 SUPPLY (1;
MINUTES ON 1'" FEEDER FOR THE MONTH 1 N TOTAL Printed by the Manager. Government of India Press, Ring Road, Mayapuri.‘New Delhi-l 10064 and Published by the Controller of Publications, Delhi-l 10054.