(1) Consumer shall be automatically compensated for those parameters which can be monitored remotely when it can be successfully established that there is a default in performance of the distribution licensee.
(2) The Commission shall notify regulations for establishment of mechanism, by the distribution licensee, for automatic payment of compensation amount determined under the provisions of sub-section
(2) of section 57 of the Act within six months from the notification of these rules.
(3) The Commission shall oversee that the distribution licensee designs and maintains its distribution system in such a way that there is a gradual increase in the list of parameters, which can be monitored remotely and for which automatic compensation can be made to the consumer.
(4) The standards of performance for which the compensation is required to be paid by the distribution licensee include, but are not limited to, the following, namely:-
(i) no supply to a consumer beyond a particular duration, to be specified by the Commission;
(ii) number of interruptions in supply beyond the limits as specified by the Commission;
(iii) time taken for connection, disconnection, reconnection, shifting;
(iv) time taken for change in consumer category, load;
(v) time taken for change in consumer details;
(vi) time taken for replacement of defective meters;
(vii) time period within which bills are to be served;
(viii) time period of resolving voltage related complaints; and
(ix) bill related complaints.
(5) The distribution licensee, within six months from the date of notification of the regulations by the Commission under sub-rule (2), shall create an online facility on which consumers may register and claim the compensation amount. The information in this regard shall be widely circulated among consumers through appropriate means including mass media, bills, SMS, e-mails or by uploading on licensee’s website.
(6) In all cases of compensation, the payment of compensation shall be made by adjustment against current or future bills for supply of electricity, within stipulated time from the determination of claim as specified by the Commission.