- THE GAZETTE OF INDIA: EXTRAORDINARY [PART111-Src. 4] intimated to the consumer within 7 days of the receipt of the additional information,whichever is later.
I 7. Issues relating to disconnection I reconnection of supply Issue under consideration Time to be taken by Licenseei. Non payment of dues by the Licensee to give 15 days notice to pay the dues and if not paid. theconsumer 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 after 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 after 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 Categoryof Consumer .
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iii. Consumer wanting upto date bill Licensee to carry out special reading and prepare final bill, includingall arrears upto the date of billing within 7 days.
18. The time limits prescribed in this Schedule will be computed from the time when the complaint is filed with thedesignatedofficers of the licensee or at the Call Centres.
SCHEDULE- II OVERALLSTANDARDSOF PERFORMANCE I: Normal fllse - off calls The Licensee shall maintain the percentage of fuse off calls rectified within the time limits prescribed at SI. No.I of Schedule- I of these Regulations to total calls received at not less than 99%.
2. LJne Breakdowns The Licensee shall ensure restoration of power supply within the time limits prescribed at SI. No. 2 to 5 ofSchedule - I of these Regulations. The Licensee shall achieve this standard of performance in at least 95% ofthe cases.
3. Distrtbutton Transformer Failures:
The Licensee shall maintain the percentage of distribution transformers replaced within the time limitsprescribed at SI. No. 6 of Schedule - I of these Regulations to the total distribution transformers failures at notless than 95%.
4. Problem In Grid substations including failure of Power Transformers The Lic:ensee shall ensure restoration of supply within the time limit prescribed at SI. No. 7 and SI. No. 8 ofScbeduJe - I of these Regulations in at least 95% of such cases of power supply failure.
['WT III-? 4) 33
5. Period of scheduled outages:
lnterruption in power supply due to scheduled outages, other than the load-sheddinghas to be notified inadvance 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 P.M. The Licensee shall achieve both of these standards of performance in at least95% of the cases.
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I
6. Meter Complaints:
The Licensee shall achieve the Standard of Performance as specified at SI. No. 14 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 SI. No. I I of Schedule - I of theseRegulations in at least 95% of cases.
8. Transfer of Consumer's connection & Conversion of Services:
The Licensee shall achieve the Standards of Performance as specified at Sl. No. l 5 of Schedule - i of thesexeguianons m at least 95% of cases.
9. Complaint about Consumer's bills:
The Licensee shall ensure Standards of Performance as specified at SI. No. 16 of Schedule - I of theseRegulations in at least 95% of cases.
I 0. Issues relating to Disconnection Reconnection of Supply:
The Licensee shall achieve the prescribed Standards of Performance as specified at SI. No. 17 of Schedule - 1of these Regulations in 95% of cases.
11. 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 followingcomplaints to the totalnumber of bills issued, not greater than I%.
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, 3 '-t6 C:,ttJt S - S •• I I
15. The Commission shall impose a uniform system of recording and reporting of distribution system reliabilityperformance. The same reliability indices shall be imposed on all licensees. The performance target levels set by the Commission shall be unique to each licensee to be based initially on the historical performance of licensee.
34 ReliabilityIndices THE GAZETTE OF INDIA: EXTRAORDINARY [PARTIll-SEC. 4]
16. Based on the information submitted by licensees, the Commission would notify the target levels for thereliability indices annually. Licensee shall be evaluated annually to compare Licensees' actual performancewith the targets.
17. The licensee shall compute the followingdistribution reliability indices separately for the Urban Area, rural feeders:
·?
System Average InterruptionFrequencyIndex (SAIFI): The licensee shall calculate the value as per the formula and methodologyas specified at SI. No. 18 in this Schedule.
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formula and methodologyas specified at SI. No. 18 in this Schedule.
b. MomentaryAverage InterruptionFrequencyIndex (MAIFJ):The licensee shall calculate the value as per the formula and methodologyas specified at SI. No. 18 in this Schedule.
18. The indices shall be computed for licensee as a whole by stacking, for each month all the I I kv feeders in thesupply area and then aggregating the number and duration of all interruptions in that month for each feeder.The indices would then be computed using the followingformulae:
n a. SAIFI= I (A I x N1)/N1 l=J n b. SAIDI= L (B1X N1)/N1 I=I n c. MAIFI= L (C1X N1)/N1 l=i Where, A 1 = Total number of sustained interruptions(each longer than 5 minutes) on i'hFeeder for the month.
81 = Total duration of all sustained interruptions(each longer than 5 minutes) on i'hFeeder for the month.
C1== Total number of momentary interruptions(each less than or equal to 5 minutes) on i'h Feeder for themonth.
N; = Number of Consumers of im feeder affected due to each interruption.
N1= Total number ofCom,umer:. at i l kv feeders in licensee's supply area, 35 n = Number of I I kv feeders in licensee's supply area (excludingagricultural feeders) Note:
a. The feeders must be segregated into Urban Area and Rural and the value of the indices must be reportedseparately 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 - I 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 the'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 ConsumerI. Billing of Consumers I. Raising of Final Bill Within 2 Billing 10% of the Billed amount Cycles subject to maximum of Rs 250/- i2. In case Bills are raised even after Rs 250/- for each case Not Applicabledisconnection on consumer's request
3. Resolution of BillingComplaints Resolve within 7 Rs 501- 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 information.
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4. Consumer requiring upto date bill Licensee to carry Rs 50/- for each day of Not Applicable out special reading defaultI and prepare final .
bill within 7 days II. Transfer of consumer's connection and conversion of services
5. Changeof consumer's name Within 2 Billing Not Applicabledue to change in ownership/ Cycles of occupancy for property acceptance of application
6. Transfer of consumer's name Within 2 Billing .
•to legal heir cycles of acceptance of Rs 50/- for each day of application default 2 2. 6 Ct:,/15 - b ...
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36 THE GAZETTE OF INDIA : EXTRAORDINARY [PARTIll-SEC. 4)
7. Load Reduction 30 days after receipt of the aoolication
8. Change of Category Within IO days of acceptance of aoolication
9. Shifting of Meter I Service Within 30 days of Rs 50/- for. each day of Not Applicable Line etc. consumer default depositing the estimated amount for which the licensee is iallowed 30 days Ill. Disconnection I Reconnection of Suooly
10. Request for reconnection In case consumer Rs 50/- for each day of requests for default 11 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 charges.
IV. Meter Complaints II. Testing of Meter Within 30 days of Rs 50/- for each day of Not Applicable receipt of default complaint
12. Replacement of burnt meter Within 6 hours Rs 50/- for each day of Not Applicable restoration of default supply by bypassing the burnt meter.
Meter to be replaced within 15 days.
13. Replacement of defective Within 15 days of Rs 50/- for each day of Not Applicable Meter declaring Meter default defective after I testing I V. Power Supply failure I (..\. f·use blown out or MCB Within 4 hours Rs 20/- for each hour Rs 20/- for each hour of default 1 ripped (in case fuse or MCB for Urban areas of default to each consumer affected.
belongs to Licensee i.e. pole Within 8 hours or feeder pi liar fuse) for Rural areas Within 12 hours in Remote areas.
' 15 Serv ice line broken service Within 6 hours line snapped from the Pole for Urban areas I Within 12 hours for Rural areas. ' ['IWT III-? 4) 37 I ?
16. Fault m distribution Rectification of line/system fault and thereafter Restoration of I normal power ?supply within 12 hours
17. Break down of underground Rectification Cables within 24 hours - -
18. Distribution transformer Replacement of Rs 150'- for each day Rs 150 - for eaL11 <.la)of dctuu It failed I burnt failed transformer of default to each consumer affected.
I within ?4 hours in I Urban are.as Within 48 hours in rural areas I Within 60 hours in Remote areas.
I Rs 200 - for ea?h dayof defau?19. HT mains failed Rectification of Rs 200/- for each day fault within 12 of default to each consumer affected hours
20. Problem in grid (33kv or 66 Repair and kv)substation restoration of supply within 48 hours