(1) Save as otherwise provided in sub-regulation (2) of regulation 4 and in other provisions of these regulations, the Himachal Pradesh Electricity Regulatory Commission (Licensees' Standards of Performance) Regulations, 2005 are hereby repealed.
(2) Anything done or any action taken or purported to have been done or taken, including any order, direction made or notice issued under the repealed regulations, prior to the commencement of these regulations shall, in so far as it is not inconsistent with the provisions of these regulations, be deemed to have been done or taken or issued under the corresponding provisions of these regulations.
(3) As far as the licensee is concerned, notwithstanding anything to the contrary contained in the HPERC (Guidelines for Establishment of Forum for Redressal of Grievances of the Consumer) Regulations, 2003 framed by the Commission under section 181 of the Electricity Act, 2003, these regulations shall have overriding effect.
(4) Nothing in these regulations shall effect the rights and privileges of the consumers under any other law including the Consumer Protection Act, 1986 (68 of 1986).
By Order of the Commission -Sd- Secretary Compendium of HPERC Regulations, March 2021 11
SCHEDULE (see regulation 2 (15), 4,5 and 17) Guaranteed Standards of Performance Overall Standards of performance Sl.
No.
Nature of service Maximum Time Limit for rendering service Minimum Compensation Leviable Target levels Compensation payable to individual consumer if the event affects a single consumer Compensation payable to individual consumer if the event affects more than one consumer
(1) (2) (3) (4) (5) (6)
(1) Call Centre
(a) First response against a Consumer Call 3 Minutes Rs. 10/ in each case of default Not applicable Not applicable
(b) Registration of Consumer Call and issue of Docket Number 5 Minutes Rs. 10/ in each case of default Not applicable Not applicable
(2) Consumer Related Services A Fuse-off /Fault Calls:
(i) In urban areas 6 working hours Rs. 10/- for each hour of delay beyond maximum specified time limit Rs. 5/- for each hour of delay beyond maximum specified time limit 99% of Fuse/ Fault complaints received
(ii) In rural areas 12 working hours
(iii) In remote areas 24 working hours B Overhead Line and Cable /Under –ground Cable breakdowns:
(I)
(i) Overhead Line and Cable – Overhead Line / Cable breakdown in urban areas
(a) Where replacement of pole is not required:
24 working hrs.
Rs. 10/- for each day of default beyond the maximum specified time limit Rs. 5/- for each day of default beyond maximum specified time limit 95% of line breakdown complaints received
(b) Where replacement of pole is required:
36 working hrs Rs. 10/- for each day of default beyond maximum specified time limit Rs. 5/- for each day of default beyond maximum specified time limit 95% of the line breakdown complaints received
(ii) Overhead Line / Cable breakdown in rural areas and remote areas
(a) Where replacement of pole is not required: 24 working hrs. for rural and with-in 48 working hrs.
for remote areas Rs. 10/- for each day of default beyond maximum specified time limit Rs. 5/- for each day of default beyond maximum specified time limit 90% of Line breakdown complaints received 12 Compendium of HPERC Regulations, March 2020
(b) Where replacement of pole is required:
72 working Hrs.
for rural and 144 working hrs. for remote areas.
Rs. 10/- for each day of default beyond maximum specified time limit Rs. 5/- for each day of default beyond maximum specified time limit 85% of Line Breakdown complaints received (II)
(i)
(ii)
(iii) Under-ground Cable break downin urban areas in rural areas in remote areas 48 working hrs.
70 working hrs 90 working hrs Rs. 20/- for each day of default beyond maximum specified time limit Rs. 10/- for each day of default beyond maximum specified time limit 90% of the cable breakdown complaints received C Replacement of failed Distribution Transformer:
(i) in urban areas 8 working hrs. Rs. 20/- for each day of default beyond maximum specified time limit Rs.10/- for each day of default beyond maximum specified time limit 95% of number of transformers reported failure.
(ii) in rural areas 32 working hrs.
(iii) in remote areas 56 working hrs.
D Replacement of damaged service line/wire:
(i) In urban areas- LT HT 8 working hrs.
16 working hrs.
Rs. 10/- for each day of default beyond maximum specified time limit Rs.5/- for each day of default beyond maximum specified time limit 95% of damaged service line complaints received (ii) In rural and remote areas - LT HT 16 working hrs.
32 working hrs.
E Complaints about meters testing and checking for correctness of Meters
(i) In urban area 56 working hrs.
from registration of complaint Rs. 50/- each day of default beyond maximum specified time limit Not applicable 90% of requests/ complaints
(ii) In rural areas 120 working hrs.
from registration of complaint
(iii) In Remote areas 160 working hrs from registration of complaint F Consumers Defective/Stopped/Burnt Meter/Metering Equipment Replacement (*)- (I) LT Consumers
(a) urban areas
(1) Replacement not attributable to consumer’s fault 56 working hrs from the date of registration of the complaint Rs. 100/- for each day of default beyond maximum specified time limit Not applicable Min. 90%
(2) Replacement attributable to consumer’s fault such as tampering, defect in consumer’s installation, meter getting wet, connecting unauthorized additional load etc. and the cost of the meter is recoverable from the consumer and meter is to be supplied by the licensee Rs. 100/- for each day of default beyond maximum specified time limit Not applicable Min. 90% Compendium of HPERC Regulations, March 2021 13 –
(i) serving a notice to the consumer for recovery of cost of the meter
(ii) replacement of meter
(iii) replacement of meter if consumer is providing the meter.
56 working hrs from the date of registration of complaint.
56 working hrs after receiving the payment from the consumer 56 working hrs from the receipt of the meter from the consumer and after the corrective action, if any, is taken by the consumer.
(b) rural and remote Areas
(1) Replacement not attributable to consumer’s fault 120 working hrs. from the date of receiving information / registration of the complaint.
Rs. 100/- for each day of default beyond maximum specified time limit.
Not applicable Min.
90%
(2) Replacement attributable to consumer’s fault such as tampering, defect in consumer’s installation, meter getting wet, connecting unauthorized additional load etc. and the cost of the meter is recoverable from the consumer and meter is to be supplied by the licensee.
i) serving a notice to the consumer for recovery of cost of the meter
(ii) replacement of meter.
(iii) replacement of meter, if consumer is providing the meter.
56 working hrs from the date of receiving information/ registration of complaint.
120 working hrs after receiving the payment from the consumer and after the necessary and corrective action, if any, is taken by the consumer.
120 working hrs from the receipt of meter from the consumer and after the necessary corrective action, if any, is taken by the consumer.
Rs. 100/- for each day of default beyond maximum specified time limit.
Not applicable Min.
90% (II) H.T. Consumers (for Urban, Rural and Remote Areas)
(1) Replacement not 7 days after receipt of Rs. 400/- for each Not Min.
14 Compendium of HPERC Regulations, March 2020 attributable to consumer complaint, provided meter is available with the licensee, otherwise within 1 month.
day of default beyond specified maximum time limit applicable 95%
(2) Replacement attributable to consumer fault such as tampering, defect in consumer’s installation, meter getting wet, connecting unauthorized additional load etc.
Rs. 400/- for each day of default beyond maximum specified time limit Not applicable Min.
95% and the cost of the meter is recoverable from the consumer and meter is to be supplied by the licensee.
(i) serving a notice to the consumer for recovery of cost of the meter
(ii) replacement of meter.
(iii) replacement of meter if consumer is providing the meter.
7 days from the date of receipt of complaint/ information.
7 days after receiving the payment from the consumer provided meter is available with licensee, otherwise within 1 month 7 days from the registration of complaint Note;-
(1) In case of supply being affected due to burnt meters then replacement has to be to be undertaken within 1 day.
(2) Replacement of old electromechanical meters may be done by electronic meters. If the consumer is providing the meter then he must be advised to provide electronic meter.
(3) If a consumer submits an affidavit of his no fault when it is suspected that the replacement is attributable to consumer’s fault, then pending the checks to search the fact, the meter should be replaced as if the replacement is not attributable to consumer’s fault and such time lines shall be followed. However, if it is established later that the replacement is attributable to the consumer then no claim what so ever will be entertained for the lack of service or non-compliance of SOP.
(4) The consumer must be shown the procedure and should be supplied with a copy of the fact finding report whenever the causes of the replacement are established. Any technicality involved should, as far as possible and practicable, be explained in simpler terms as far.
(5) When the replacement is attributable to the consumer for causes like tampering, connecting additional unauthorized load then there is no compensation to be given though time lines for the replacement of the meter are to be followed.
G Shifting of meters/Service lines (for Urban, Rural and Remote Areas) Compendium of HPERC Regulations, March 2021 15
(i) Notice of inspection on receipt of application. /conveying reasons for denial of request.
3 days. Rs. 50/- for each day of default Not Applicable 95% of requests received
(ii) Inspection after sending notice. 7 days.
(iii) Issuance of demand note to the applicant for payment of estimated cost/charges.
10 days.
(a) shifting of meter/service connection 7 days after the deposit of cost.
(b) shifting of LT/HT lines 20 days after the deposit of cost.
(c) shifting of transformer 30 days after the deposit of cost.
H Period of scheduled outages (Other than Load-shedding) To be notified by the licensee at least 24 hrs. in advance and shall not exceed 12 hrs.
a day.
Rs. 50/- for each default Rs. 20/- for each default Min. 99% I Voltage problems (for Urban, Rural and Remote Areas) On receipt of a voltage fluctuation complaint, Licensee shall verify if the voltage fluctuation is exceeding the limits specified and upon confirmation
(a) Voltage Fluctuations (provided no expansion/enhancement of the network is involved)
(1) Local problem - in vicinity of consumer premises in vicinity but extending through the service line till the first pole 6 working hours 2 days Rs. 10/- for each hour of default beyond maximum specified time limit Rs.5/- for each hour of default beyond maximum specified time limit Min. 95%
(2) Change of transformer tap 2 days
(3) Restoration of distribution lines/ transformer/capacitor 30 days
(b) Low voltage -
(1) Where expansion/enhancement of the network is not involved 120 days from the registration of the complaint.
(2) Where expansion/enhancement of the network is involved 120 days from the registration of the complaint.
(c) Where expansion/enhancement of the network is involved
(i) Submission of proposal for Commission’s approval one month from the registration of complaint
(ii) Completion of erection / commissioning of sub-station Within the time lines specified in the capital expenditure plan / or the timelines approved by the Commission 16 Compendium of HPERC Regulations, March 2020 Note:-The compensation for industrial and agricultural consumers, who are expected to install capacitors at their end, shall not be paid the compensation, if capacitors of adequate capacity are not installed at their premises.
J Change in contract demand (for Urban, Rural and Remote Areas)
(i) Request for change in Contract Demand.
30 days after receipt of application Rs. 50 for each day of default Not applicable Min. 95%
(ii) Refund of excess amount, after making adjustments for the amounts outstanding from the consumer to the licensee, Within one month of the effective date of reduction of contract demand/connected load;
Rs.50 for each day of default.
Not applicable Min. 95% K Complaints about consumer bills (for Urban, Rural and Remote Areas) On receipt of the consumer billing complaint.
Note- In case the complaint is genuine and revision of bill already issued becomes necessary, the due date for payment of bill shall be reckoned from the date of revised bill for the purpose of disconnection of supply or for levy of additional charges for belated payment.
twenty four hours if no additional information is required.
Within ten days, if additional information is required Rs. 10/- for each day of default beyond maximum specified time limit Not applicable 99% of complaints received L New connections/additional load (for Urban, Rural and Remote Areas) Time lines for release of new connections/ additional load * * Submissions of PAC along with A&A form should not be insisted for new connection/ additional load request up to 100 kW.
As per the HPERC (Licensee’s Duty for Supply of Electricity on request) Regulations,
2004.
LT Rs. 50 / day 11kV Rs.50/ day 22kV Rs. 50 / day 33kV Rs. 100 / day EHT Rs.
400 / day Not Applicable Min. 95% M Transfer of Ownership and change of category (for Urban, Rural and Remote Areas)
(1) Transfer of title/ownership Within 10 days after completion of formalities Rs. 100 for each day of default Not Applicable Min.99%
(2) Change of Category Within 10 days after completion of formalities Rs. 100 for each day of default Not Applicable Min.99%
(3) Conversion between various voltage classes-
(a) Informing feasibility Within 7 days after receipt of application Rs. 10 for each day of default Not Applicable Min. 95% Compendium of HPERC Regulations, March 2021 17
(b) Conversion from single phase to Low Tension 3-phase and vice-versa Within two months from the date of payment of charges and submission of the test report.
Rs. 50 for each day of default Not Applicable Min. 95%
(c) Conversion from Low Tension 3-phase to High Tension 3- phase and vice-versa Rs. 50 for each day of default Not Applicable Min. 95%
(i) if extension of line is not required Within two months from the date of payment of Charges and submission of test report.
(ii) if extension of line is required Within 90 days from the date of payment of charges and submission of test report.
N Disconnection/Re-connection of supply (for Urban, Rural and Remote Areas)
(a) Consumer requesting permanent disconnection-
(i) special reading and preparation of final bill, including all arrears up to the date of such billing within five days from receipt of application Rs. 50/- for each day of default Not applicable Min. 98%
(ii) disconnection of supply Within 3 days upon payment of dues.
(iii) refund of the security deposit, if any, after making adjustments for the amounts outstanding from the consumer to the licensee.
Within one month of the effective date of termination of the agreement Rs. 50/- for each day of default beyond specified maximum time limit in addition to simple interest @12% pa as specified under the security deposits regulation.
(b) Consumer requesting temporary disconnectionspecial reading and preparation of final bill, including all arrears up to the date of such billing Within five days from such request Rs. 50/- for each day of default beyond specified maximum time limit Not applicab le Min. 95% temporary disconnection within 5 days upon payment of dues (including energy charges, fix charges like demand charges, meter rent etc. and reconnection charges
(c) Reconnections- 18 Compendium of HPERC Regulations, March 2020
(i) after temporary disconnection (if the service line has been removed) Same as specified for new connection/addition al load request under item L of this schedule.
Same as specified for new connection/ additional load request under item L of this schedule.
Not applicabl e
(ii) after temporary disconnection (if the service line has not been removed) Within 24 hours of receipt of request.
Rs. 100/- per day of default Not applicabl e Min. 99%
(iii) where circumstances leading to the disconnection were attributed to the licensee.
within 1 day on receipt of request / complaint.
Rs. 300/- per day of default Not Applicabl e 100%
(d) reconnection of supply disconnected under subsection(1A) of section 135 of the Act.
Within 48 hours from the date of deposit or payment of assessed amount or electricity charges in accordance with the Act.
- - - O Power Availability Certificate (for Urban, Rural and Remote Areas) (provided all the formalities as per clause
3.2 of the Supply Code are met with and there is capacity available with the licensee) Within forty five days of the receipt of request or such extended period as approved by the Commission Rs. 50 for each day of default Not Applicable Min. 95% P Temporary supply of Power (for Urban, Rural and Remote Areas)
(a) Examination the technical feasibility of the connection requested for and if found feasible sanctioning the load and raising a demand note - Within 3 days of receipt of the application and payment of chargers.
Rs. 50/- per day of default Not Applicable Min. 95%
(b) Release of temporary connection –
(i) Where no extension of distribution mains or the commissioning of new sub-station is involved.
(ii) Where extension of distribution mains or the commissioning of new sub-station is involved.
Within 7 days from the receipt of application and payment of charges.
Within the time lines as specified in the HPERC (Licensee’s Duty to Supply of Electricity on request) Regulation,
2004.
LT Rs. 50 /day 11kV Rs. 50/ day 22kV Rs.50/ day 33kV Rs.100/day EHT Rs.400/ day Not applicable Min. 95% Q Other Standards (for Urban, Rural and Remote Areas)
(a) Making and keeping regular appointments a) At Sub-Divisional Level Rs. 20/- per default Not Applicable Min. 95% Compendium of HPERC Regulations, March 2021 19 -Twice a week b) At Divisional Level - Once a week c) At Circle Level -Once a fortnight d) At Chief Engineer Level -Once a month Note:
1) Days and time of appointments should be notified by the licensee on uniform basis for all offices throughout the State.
2) Days and time of appointment shall be displayed outside the room of the Officer concerned and also printed on the backside of the bills.
Rs. 50/- per default Rs. 100/- per default Rs. 200/- per default
(b) Making and keeping special appointments Appointments may be had at the above levels at the specific request of any consumer Rs. 200 per default Not Applicable Min. 98%
(3) Efficiency Parameters Parameters Targeted Level of Standard of Performance
(a) Failure of -
(i) 33/11 kV Power Transformers
(ii) 11/0.4kV Distribution Power Transformers Not exceeding 0.5% in a year of the number of transformers in service at the beginning of year Not exceeding 5% in a year of the number of transformers in service at the beginning of year
(b) % of Stopped/ Defective Meters Not exceeding 2 % of the meters installed
(c) % T& D Losses Subject to Commission’s directions in ARR/Tariff Order from time to time
(d) % Collection Efficiency Overall Annual Average monthly collection efficiency not less than 99% LT Consumers Overall Annual Average monthly collection efficiency not less than – 95% HT & EHT consumers Overall Annual Average monthly collection efficiency not less than – 100% Where monthly collection efficiency = Amount realized divided by the amount assessed during the month.
Bills challenged in any court of law shall not be considered for the purpose of collection efficiency.
20 Compendium of HPERC Regulations, March 2020
(4) Reliability & Quality of Power Supply (I) Reliability of the distribution system operated by the licensee shall be computed on the basis of number and duration of sustained interruptions in pre-defined period of time e.g. quarterly, annually etc. In a power system, it may take a few minutes or repetitive operation of protective devices, to restore power after transient faults or to reroute power in the network to restore supply to the affected area.
The licensee shall compute and report the value of following sustained interruption indices, prescribed by the Institute of Electrical and Electronics Engineers (IEEE) Standard 1366 of 2003, from 1 [“1 st April, 2012”] and till then, the methodology for calculation of reliability indices shall continue as specified under the Himachal Pradesh Electricity Regulatory Commission (Distribution Licensees' Standards of Performance) Regulations, 2005):
Sustained interruptions, not classified as a part of momentary event, which last more than five minutes duration shall be considered for judging the reliability of the system and momentary interruptions (including all reclosing operation that occur within five minute of the first interruption), not exceeding five minutes duration, from the first interruption shall be ignored in computation.
a. SAIFI SAIFI (System Average Interruption Frequency Index) indicates how often the average customer experiences a sustained interruption over a pre-defined period of time. Mathematically, this is as follows, SAIFI= Σ Total Number of Consumers Interrupted Total Number of Consumers served i.e. SAIFI = Σ Ni NT Where, Ni = No. of interrupted consumers for each sustained interruption event during a quarter.
NT = Total no. of consumers served in the area.
b. SAIDI SAIDI (System Average Interruption Duration Index) indicates the total duration of interruption for an average consumer, as consumer minutes or consumer hours, during a pre-defined period. Mathematically, this is as follows, SAIDI= Σ Customer Interruption Durations Total Number of Customers Served i.e. SAIDI = Σ ri Ni NT ri = Restoration time for each interruption event Ni = No. of interrupted consumers for each sustained interruption event during the quarter.
NT= Total no. of consumers served in the area.
c. Consumers Average Interruption Frequency Index (CAIFI) 1 Subs. for “1st April, 2011” vide Not. No. HPERC/ 401 dated 30th April , 2011 published in the R H.P dated 2nd May 2011 at p 560-561.
Compendium of HPERC Regulations, March 2021 21 Consumers average interruption frequency index gives the average frequency of sustained interruptions for those consumers experiencing sustained interruptions. The consumer is counted once regardless of the number of times interrupted for this calculation.
CAIFI = Σ Ni CN Where Ni = Total no. of interrupted consumers for each sustained interruption event during the quarter.
CN = Total number of consumers who have experienced a sustained interruption during the quarter.
d. Consumers Average Interruption Duration Index (CAIDI) Consumers average interruption duration index is the average time required to restore service. Mathematically, simplified CAIDI = SAIDI / SAIFI -CAIDI shall be calculated for a sub-station, for a circle and for the Licensee as a whole. The index shall be expressed in interruption minutes per consumer per year.
-SAIFI, SAIDI, CAIFI and CAIDI indices shall be calculated for a sub-station, for a circle and for the Licensee as a whole quarterly and the consolidated indices value should form part of the report under subregulation 10(1).
While the indices, the following types of interruptions shall not be taken into account:
(a) Planned outages i.e. interruption due to “State Annual Outage plan” prepared in advance for the financial year SLDC if not deferred taking into account the statutory requirements ( Clause 5.8.4 (f) of the State Grid Code)
(b) Momentary interruptions of duration less than five minutes
(c) Contingency outages in intra-State transmission network as identified under clause 3.5.1 (a)of the State Grid Code.
(d) Outages due to Force Majeure reasons beyond the control of the Licensee like fire, earthquake, floods, storms, and riots etc. including forced outages i.e. an outage of a generating unit or a transmission facility due to a fault or other reason which has not been planned.
Within six months of these regulations coming into force, the Licensee shall declare Reliability Index (RI) in the form of SAIDI & SAIFI in its area of supply and shall publish it in local newspaper having wide circulation in that area.
The Commission shall fix benchmarks for standards of reliability on the basis of data collected for one year and revise the levels to be achieved from time to time for ensuring improvement in the performance of the licensee.
(II) Voltage Variation Limits 22 Compendium of HPERC Regulations, March 2020 Licensee shall ensure that long duration voltage variation at the point of commencement of supply to consumer as defined in Indian Electricity Rules, 1956, shall not vary from the declared voltage as below:
Type of supply and declared voltage Variation maximum limit % (+) Variation Minimum limit % (-) 230 Volts single phase 50 Hz AC supply 6% of declared voltage 6% of declared voltage 400 Volts three phase 50 Hz AC supply 6% of declared voltage 6% of declared voltage 2200/6600/11000/15000/22000/330000 Volts three phase 50 Hz AC supply 6% of declared voltage 9% of declared voltage 66000 Volts and above three phase 50 Hz AC supply 10% of declared voltage 12.5% of declared voltage The complaints with respect to voltage variation limits shall be established through portable voltage recorders or meter reading instruments.
(III) Voltage unbalance The Voltage unbalance shall not exceed the following limits:
Voltage Level Limit of voltage unbalance Implementation Stage 33 kV level 3% As specified by CEA Grid Connectivity Regulation, 2004 11 kV/22 level 3.5% As specified by CEA Grid Connectivity Regulation, 2004 Annexure-A (see sub-regulation (2) of regulation 5) APPLICATION FOR CLAIMING COMPENSATION AMOUNT BY THE AFFECTED CONSUMER 1 Name of the Consumer 2 Address 3 Nature of complaint in brief 4 Complaint Number 5 Date and time of Registration of complaint 6 Date and time the complaint was attended to by the Licensee Compendium of HPERC Regulations, March 2021 23 7 Standard time within which the complaint is to be attended to as per Licensees’ Standards of Performance Regulations 8 Actual Time taken to attend to the complaint 9 Compensation claimed as per Licensees’ Standards of Performance Regulations Date:
Place: Signature ACKNOWLEDGMENT Claim Number:
Date Name of the Consumer Claim for compensation amount received on (Date) Signature of the official receiving the application With Name, Seal and Date