6-Jun-14 Page 1 Presentation on Standard of Performance (SoP) Regulations for Distribution Licensees...

10 Apr 2023

Presentation on

Standard of Performance (SoP)

Regulations for Distribution Licensees

November 2010

By

Palaniappan M.,Director,

ABPS Infrastructure Advisory Private Limited

10 Apr 2023

Contents

1. About ABPS Infra

2. Related Provisions of Electricity Act, 2003.

3. Salient features of Draft MERC (Standard of Performance of Distribution Licensees, Period of Giving Supply and Determination of Compensation) Regulations, 2010.

4. Comparison of Standards of Performance specified by different SERCs.

10 Apr 2023

An introduction to ABPS Infra

Set up in Sep 2005 as start-up Consulting Organisation by professionals, having wide range of experience (~ 40 Man-years) in the energy sector.

Promoted by Ajit Pandit, Balawant Joshi, Palaniappan M & Suresh Gehani.

Experience spans commercial, financial, regulatory and technical spheres of the energy sector.

Set up in Sep 2005 as start-up Consulting Organisation by professionals, having wide range of experience (~ 40 Man-years) in the energy sector.

Promoted by Ajit Pandit, Balawant Joshi, Palaniappan M & Suresh Gehani.

Experience spans commercial, financial, regulatory and technical spheres of the energy sector.

Regulatory Commissions

Developers

FI / BanksGovt – MOP / MNRE

SEBs / Utilities / Private Utilities

Experience spans across spectrum covering all stake-holders

10 Apr 2023 R

egul

ator

y

Com

mis

sion

sUtilit

ies

(Sta

te &

Pvt

)Gov

t.

(Cen

tral

& S

tate

)Dev

elop

ers

& Inv

esto

rs

Ban

ks &

FIs

Indus

try

Ass

ocia

tion

s

Generation

Transmission

Distribution

Renewable Energy

Fuel

Thermal / Hydel / Nuclear - State / Central / Private

Open Access / Capacity / Planning - CTU / STU / JV

Tariffs / Reforms / T&D losses / Market Develop.

Wind / Biomass / Small Hydel / Co-gen / Solar

Coal / FO/HFO/LSHS / Natural Gas / LNG

We work in entire value chain of electricity sector

10 Apr 2023

Contents

1. About ABPS Infra

2. Related Provisions of Electricity Act, 2003



10 Apr 2023

Related Provisions of EA, 2003...1/2

Section-57 of EA 2003 states as under

“(1)The Appropriate Commission may, after consultation with the licensees and persons likely to be affected, specify standards of performance of a licensee or a class of licensees.”

(2) If a licensee fails to meet the standards specified under sub-section (1), without prejudice to any penalty which may be imposed or prosecution be initiated, he shall be liable to pay such compensation to the person affected as may be determined by the Appropriate Commission:

…”


“ The appropriate Commission may specify different standards under

sub-section (1) of section 57 for a class or classes of licensee.”

-

10 Apr 2023

Related sections of EA 2003...2/2


“(1)Every licensee shall, within the period specified by the Appropriate Commission, furnish to the Commission the following information, namely:-

a) The level of performance achieved under sub-section (1) of the section 57;

b) The number of cases in which compensation was made under sub-section (2) of section 57 and the aggregate amount of the compensation.

(2) The Appropriate Commission shall at least once in every year arrange for the publication, in such form and manner as it considers appropriate, of such of the information furnished to it under sub-section (1). “

Section-86 (1) (i) of EA 2003 states as under

“ (1) The State Commission shall discharge following functions namely:

…

(i) specify or enforce standards with respect to quality, continuity and reliability of service by licensees;”

-

10 Apr 2023

Contents

1. About ABPS Infra




10 Apr 2023

Salient Features- Introduction... 1/2

• Performance Standards specified by the Commission act as guidelines for efficient, reliable, coordinated and economical system of electricity distribution by the Distribution Licensee, so that consumer’s installations can function properly.

• The Standards specified are the Guaranteed Standards of Performance, being the minimum standards of service that a Licensee shall achieve. Any failure by the Distribution Licensee to maintain the guaranteed standards of performance specified in SoP Regulations shall render the Distribution Licensee liable to pay compensation to an affected person claiming such compensation.

• MERC has also specified the Overall Standards of Performance, which the Distribution Licensee should seek to achieve during discharge of his obligation.

• The compensation paid by the Distribution Licensee for respective parameter, may be allowed to be recovered partly or fully in the Aggregate Revenue Requirement (ARR) of Licensee, keeping in view the extent to which the licensee is able to achieve the Overall Standards of Performance.

10 Apr 2023

Salient Features- Introduction...2/2

The objective of Standard of Performance Regulations are:

• To lay down the Performance Standards for Distribution Licensees.

• To specify the maximum time limits to be adhered by the Distribution Licensee for performing the activities specified in SoP Regulations.

• To specify the amount of compensation payable by the Distribution Licensee to consumers in the event of a default.

• To specify the procedures to be followed by the Distribution Licensee for handling consumer complaints.

• To specify the Reliability Indices and their computation methodology to measure performance of Distribution Licensee.

• To specify data/information requirements of the Commission to be submitted by the Distribution Licensee periodically in standardized formats.

10 Apr 2023

New Connection (Procedure)

Application by the owner or occupier of any premises for supply of electricity to the Distribution Licensee

Inspection of the premises related to an application for supply of electricity by the Distribution Licensee as per the time limit specified in Regulations

Intimation of charges to be borne by the applicant for supply of electricity by the Distribution Licensee as per the time limit specified in Regulations

Supply of electricity to such premises of applicant by Distribution Licensee as per the time limit specified in Regulations

10 Apr 2023

New Connection…1/2

• The Distribution Licensee shall provide new connection to any consumer upon receipt of a complete application, as per MERC (Electricity Supply Code and Other Conditions of Supply) Regulations, 2005.

• Distribution Licensee shall complete the inspection of the premises related to an application for supply of electricity not later than seven (7) days from the date of submission of application for new connection in case of Urban areas and within ten (10) days in case of Rural areas.

• Intimation of charges to be borne by the applicant by the Distribution Licensee:

Supply is to be given from existing network Supply is to be given by extension or augmentation of distributing main or commissioning of a new sub-station

The applicant seeks dedicated distribution facilities to his premises

15 days for Urban areas and 20 days for Rural areas

30 days

30 days

In Case: Time Limit from the date of receipt of application

10 Apr 2023

New Connection…2/2

The Distribution Licensee shall provide electricity supply to the applicant:

In Case: Time Limit after receipt of application and payment of

charges

Supply is to be given from existing network Supply is to be given by extension or augmentation of distributing main

Supply is to be given by commissioning of new sub-station

1 Month

3 Months

1 Year

10 Apr 2023

Temporary Connection…1/2

• The Distribution Licensee shall provide temporary supply of electricity upon application within the time limit, given below:

Up to 10 KVA

Up to 25 KVA

Up to 50 KVA

Over 50 KVA

5 days

10 days

20 days

30 days

• Distribution Licensee shall release supply subject to the condition that distribution system exists for supply to the premises, the connection meets safety requirements and is technically feasible.

10 Apr 2023

Temporary Connection…2/2

• However, no connection up to 10 KW shall be rejected on technical ground.

• If there are dues on the premises of the applicant , temporary connection can be refused by the Distribution Licensee till the dues are paid by the applicant.

• Distribution Licensee shall repay / refund balance deposit, if any, within one month by adjusting dues from the date of dismantling temporary supply.

• Temporary connection shall be granted for a maximum period of one year at a time, which can be further extended depending upon the requirements.

• The grant of temporary connection does not give right to the applicant for claiming permanent connection.

10 Apr 2023

Shifting of Meters/Service Lines, Reduction in Load

Wherever the consumer’s requests for shifting the service connection in the existing premises or for the deviation for the existing lines at their own cost, licensee shall inspect and inform the estimated cost to the consumer within the following time period:

The Distribution Licensee shall give effect of reduction in load of the consumer upon receipt of an application within second billing cycle. However, the consumer should have completed compulsory period for availing of supply as per existing agreement and provisions of Supply Code and should have executed fresh agreement for revised load.

Type of locationTime limit (On receipt of

application)

Urban Areas 7 days

Rural Areas 10 days

10 Apr 2023

Reconnection of supply

If the Distribution Licensee has disconnected supply to a consumer for a period of not more than six months, it shall restore power supply to the consumer, 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 time limits are:

• If the period of disconnection exceeds six months, an application for reconnection of supply shall be treated as a fresh application for supply of electricity under the provisions of the Act, after either payment of amounts due or upon settlement of dispute.

Type of Location Prescribed Time Limit

Urban Areas 24 Hours

Rural Areas 48 Hours

10 Apr 2023

Transfer of ownership and change of category

• Distribution Licensee shall give effect to transfer of ownership and change of category upon receipt of an application within the following time lines:

Transfer of ownership Within second billing cycle on receipt of application and payment of necessary charges

Change of categoryWithin second billing cycle on receipt of application

Conversion from single phase to three phase and vice-versa for Low Tension

Within second billing cycle on receipt of application and payment of necessary charges

Conversion from Low tension to High tension & vice-versa.

Within third billing cycle on receipt of application and payment of necessary charges

• Distribution Licensee shall examine the technical feasibility upon receipt of such application and inform the consumer the feasibility within seven days of receipt of application.

10 Apr 2023

Quality of Supply

• The Distribution Licensee shall keep the voltage at the point of supply to vary from the declared voltage, as per the table below:

Voltage Level Prescribed Range

Low or Medium Voltage + 10 % to – 10 %

High Voltage + 6 % to – 9 %

Extra High Voltage + 10 % to – 12.5 %

• The voltage of neutral shall not exceed 2% of phase voltage value and the imbalance in voltage of phases shall not be more than 3%.

• The Distribution licensee shall control the power factor of system of supply at level above 0.90.

• The Distribution Licensee shall control the harmonics level at the point of supply in accordance with that prescribed by the IEEE STD 519-1992.

• The Distribution Licensee shall give supply of energy on the following systems: Voltage Level Specifications

Low VoltageTwo wires Direct current or Alternating current,

single phase, 50 cycles

Medium VoltageThree or Four wires, Alternating current, three

phases, 50 cycles

High Voltage Alternating current, three phases, 50 cycles

10 Apr 2023

Classification of Installations

Installations SpecificationsTwo wires, Single phase 240 Volts, Maximum 40 Amps

Four wires, Three phase

240 volts between phase wires and neutralgeneral supply exceeding 40 amperes and sanctioned load not exceeding 80 kW/ 100 kVA (107 HP) in all areas, except in Municipal Corporation areas where such limit would be 150 kW/ 187 kVA (201 HP)

Three phase

11 kV/ 22 kV, for all installations with contract demand above 80 kW/ 100 kVA (107 HP) in all areas, except in Municipal Corporation areas where such limit would be 150 kW/ 187 kVA (201 HP) and up to 1,500 kVA.

Three phase 22 KV , Contract Demand up to 3000 KVA


Three phase Extra high voltage , Contract Demand above 5000 KVA

AC System

Installations Specifications

Two wires, 130 Voltsi. General supply not exceeding 10 amperesii. Motive power installations upto 1 BHP in aggregate

Three wire, 460 volts between outers

Motive power installations ofover 1 BHP

DC System

10 Apr 2023

Classification of Installations

• The classification of installations shall be as follows: Installations Specifications

Two wires, Single phase 230 Volts, Maximum 40 Amps

Four / Three wires, Three phase

• 230 Volts between phase wire and neutral or 400 Volts between the phases / lines. General supply exceeding 40 Amperes and Contract Demand not exceeding 80 KW/ 100 KVA (107 HP) in all areas, except in Municipal Corporation areas, the limit would be 150 KW/ 187KVA (201 HP).

• In case of multiple consumers with contract demand more than 150 KW / 187 KVA (201 HP), in the same building / premises as single point supply in the municipal corporation area, the limit would be 480 KW / 600 KVA / 643 HP.

• For single point supply if the bus system (conventional / sandwich) is provided on secondary side of transformer for four wire (three phase and neutral) with earth bus, the limit would be 1200 KW /1500 KVA (1607HP).




Three phase Extra high voltage , Contract Demand above20000 KVA

10 Apr 2023

Restoration of Power Supply

• The Distribution Licensee shall restore power supply in case of failure as per the following time limits:

Type of Failure Urban Area Rural AreaFuse-off calls 4 Hours 24 Hours Overhead line breakdowns

6 Hours 24 Hours

Distribution transformer failures

24 Hours 48 Hours

Underground cable faults

12 Hours 48 Hours

• The period of interruption as a result of any scheduled outage shall be specified in a public notice of such scheduled outage.

• Such scheduled outage shall not normally exceed twelve (12) hours on any day and supply should preferably be restored by 18-00 Hours.

10 Apr 2023

Disconnection of Supply

• The Distribution Licensee upon receipt of request for disconnection from a consumer, shall intimate the consumer any amount outstanding and disconnect the supply as per the following time limit:

Particulars Urban Area Rural AreaDisconnect the supply 7 days 12 days Intimate the consumer

about amount outstanding

7 days 12 days

• Refund of security deposit along with issuance of “No- Dues certificate” should be made by licensee within thirty (30) days from the date of clearance/adjustment of all dues outstanding from the consumer in Urban Areas, and within forty five (45) days from the date of clearance of all dues outstanding from the consumer in Rural Areas.

10 Apr 2023

Reconnection of supply following disconnection due to non-payment of bills

• The Distribution Licensee shall restore power supply to a consumer, whose supply has been disconnected due to non-payment of electricity bills, as per the following time limits, after production of proof of payment by the consumer:

Urban Area Rural Area

4 Hours 12 Hours

10 Apr 2023

Meter Related Standards


24 Hours 48 Hours

•The Distribution Licensee shall, in the case of a burnt meter, restore supplywithin the following time limits, after the receipt of a complaint.

10 Apr 2023

Meter Related Standards

• The Distribution Licensee shall perform the following meter related activities subject to the provisions provided in the Supply Code and other associated regulations and codes.

Activity Urban Area Rural Area

Meter ReadingAt least once in

every 2 months At least once in

every 3 months Replacing faulty /

non working meter *Within 5 days Within 10 days

Replacing burnt meter#

Within 5 days Within 10 days

* Cost of inspection shall be borne by the Distribution Licensee.# If the burning of meter is due to causes attributable to

Distribution Licensee. If the meter is burnt due to causes attributable to the consumer the Distribution Licensee shall serve a notice to the consumer for recovery of cost of the meter within seven days of detection and shall replace the meter within fifteen days on receiving the payment.

10 Apr 2023

Testing & Calibration of Meter

• The Licensee shall carry out periodical testing and calibration of consumer’s meter along with CT / PT and accessories, as per table below:

Type of Meter DurationElectro mechanical, Single

phase, LTAt least once in 5 years

Electro mechanical, Three phase, LT

At least once in 3 years

Electro mechanical, Three phase, HT

At least once in each year

Electronic meter To be decided on type and

specifications of meter

10 Apr 2023

Complaint Registration and Complaint Handling…1/6

Establishment of Call Centre(s)

• The Distribution Licensee shall 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, within the following time limits, from the date of commencement of MERC (Standard of Performance, Period of Giving Supply and Determination of Compensation) Regulations:


24 Months

Within appropriate time period to be specified by the Commission on case to case basis

10 Apr 2023


• Every Licensee shall employ sufficient number of officers or employees at its Call centre(s) and 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” or “help line number” at its call centre(s).

• Call charges or SMS charges shall not be levied upon the consumers for calls made or SMS sent, to these numbers.

• Every Licensee shall, immediately upon establishment of its Call centre(s), inform about the same through a public notice in newspapers and should also ensure proper circulation of information to the consumers in case of any changes in the contact numbers.

• Licensee should ensure availability of electronic data base to record complaints.

• The Licensee shall convey information of the name of office (s), address (es) and telephone numbers where the consumer can lodge complaints, in the form of additional information along with the electricity bills.

10 Apr 2023


Operation of Call Centre(s)

• The Distribution Licensee shall adhere to the following time limits for operation of call centre(s):

Activity TimeFirst response against a consumer

call3 Minutes

Registration of consumer call and issue of complaint number

5 Minutes after first response

10 Apr 2023


Process of handling complaints

• The Distribution Licensee shall devise its own process at complaint handling centres/ call centre(s)/ customer care centre(s)/ service centre(s) or any other customer interface channels to handle consumer complaints. The process 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, date/ time of registration of the complaint and expected complaint resolution time to the consumer;c) Record details of each complaint;d)Intimate contact details of the next higher authority (including his name, telephone number and address) to the consumer in case the consumer is not satisfied with the complaint handling;d) Update and record feedback and intimate contact details of the next higher authority to the consumer in case the consumer is not satisfied with the complaint handling.

10 Apr 2023


Complaints about Consumer’s Bills

• The Distribution Licensee shall perform the following related to complaints about consumer’s bills:

ActivityComplaint made

in PersonComplaint made

by PostAcknowledgement of a consumer’s complaint

Immediately Within 7 Working days

Resolving complaints about electricity bills*

On the same dayOn the date of

acknowledgement

* In case additional information is not required. In cases, where any additional information is required to be collected, the complaint shall be resolved within ten days of receipt.

• In case the complaint of the consumer is genuine and revision of bill becomes necessary, the due date for payment of bill would be reckoned from the date of the revised bill. For purpose of calculating additional charges for delayed payment or for disconnection of supply, the date of revised bill shall be considered.

10 Apr 2023


Complaint regarding meter working and Voltage Fluctuation

• If a complaint is made by the consumer about the working of the meter and he requests for replacement, it shall be inspected and replaced as per the following time limits, provided it is established through laboratory checks that the meter is not performing to required standards.Urban Area Rural Area

7 Days 12 days

• The Distribution Licensee shall ensure that the voltages are brought within the specified limits after receipt of complaint regarding voltage fluctuation, as per the following:

Fault is identified to a local problem 2 days

No expansion / enhancement is involved 10 days

Up gradation of the Distribution system is required.

120 Days

10 Apr 2023

Consumer Charter / Service…1/2

• Every Authorized Representative of the Distribution Licensee shall display his name-tag and if required by consumer his proof of identity and authorization of the Distribution Licensee.

• The Distribution Licensee shall maintain at least one consumer service center which shall be open for not less than eight (8) hours a day, on all days of the week, in every town and city within the area of supply, for essential services to be provided to consumers.Manual of practice for handling consumer

complaints Every licensee shall publish a “Manual of practice for handling customer complaints” containing following information within three months from the date of commencement of these regulations:a) Channels of complaint registration-details of personnel, offices, Call

centre(s);b) Process of handling complaints;c) Duties and obligations of licensee-guaranteed standards of performance and compensation details; andd) any other information which may be affecting the consumers.

10 Apr 2023

Consumer Charter / Service…2/2

The manual shall be prepared in English, Hindi and local languages and shall be available for reference of consumers at every office of licensee and downloadable from its website.

A consumer shall always be entitled to approach the Grievance Redressal Forum directly in accordance with the applicable regulations of the Commission.

A copy of the manual certified by licensee as “true copy” thereof shall be filed with the Commission within three months from the date of commencement of these regulations.

• The Distribution Licensee shall make available to a consumer a hard copy of any of the following documents on demand, subject to payment of reasonable reproduction charges. (a) Electricity Supply Code and Other Conditions of Supply;(b) Standard of Performance Regulations;

(c)Terms and Conditions of Supply along with the approved Schedule of Charges and the prevailing approved tariff schedule; and

(d) Manual of practice for handling consumer’s complaints.

10 Apr 2023

Reliability Indices…1/2

• The Distribution Licensee shall calculate the reliability of his distribution system on the basis of the following:a) System Average Interruption Frequency Index; b) System Average Interruption Duration Index; and c) Customer Average Interruption Duration Index.

System Average Interruption Duration Index (SAIDI) is the average duration of sustained interruptions per consumer determined by dividing sum of all sustained consumers interruption durations by total number of consumers. Measured in the units of time.

System Average Interruption Frequency Index (SAIFI) is the average frequency of sustained interruptions per consumer. Measured in the units of interruptions per consumer.

Customer Average Interruption Duration Index (CAIDI) is the average interruption duration of sustained interruptions for those consumers who had experienced interruptions. Measured in the units of time.

10 Apr 2023

Reliability Indices…2/2

SAIDI = Σ (Ri * Ni) / Nt

SAIFI = Σ (Ni/Nt)

CAIDI = SAIDI/SAIFI

Where:i = Number of feeders in the Distribution Licensee’s areaRi=Restoration time for each interruption event on ith feeder. Ni=Number of consumers who have experienced a sustained interruption during an interruption on ith feeder Nt=Total number of consumers of the distribution Licensee‟s area. • While calculating the above indices, the following types of interruptions shall not be taken into account:

a)Scheduled outages; b)Momentary outages of duration of less than three

minutes; c)Outages due to the failure of the grid

10 Apr 2023

Exemptions

• Nothing contained in Regulations shall apply where, in the opinion of the Commission, the Distribution Licensee is prevented from meeting his obligations under these Regulations by cyclone, floods, storms or other occurrences beyond the control of the Distribution Licensee.

10 Apr 2023

Compensation Mechanism

• Where the Distribution Licensee finds that it has failed to meet the Standards of Performance specified under Regulations, either by its own knowledge, or upon written claim filed by any person affected, the Distribution Licensee shall be liable to pay compensation to person(s) affected within two billing cycles from the date of failure meet to Performance Standard or the date of claim.

• In case the Distribution Licensee fails to pay the compensation or if the affected person is aggrieved by non-redressal of his grievances, he may make a representation for the redressal of his grievance to the concerned Consumer Grievance Redressal Forum, in accordance with MERC (Consumer Grievances Redressal Forum and Electricity Ombudsman) Regulation, 2006.

• In case the claim for compensation is upheld by the Consumer Grievances Redressal Forum, the compensation determined by the Commission will be implemented by the Forum. The Distribution Licensee shall pay within 90 days of direction issued by the Forum.

• In case of appeal filed against order of the Forum before the Ombudsman by the affected person, the amount of compensation determined by Ombudsman shall be paid by the Distribution Licensee within 90 days of Order issued by the Ombudsman.

10 Apr 2023

Compensation Mechanism

Licensee fails to achieve Guaranteed SoP.

Consumer shall file his claim within the period from the time the consumer is affected by failure of the Distribution Licensee to meet

the SoP

The Distribution Licensee shall compensate the consumer within the period from the date

of his claim.

The actual compensation may be decided by the Commission considering the following factors: (a)hardship caused to the consumer; and (b)average monthly bill of the consumer

The actual compensation may be decided by the Commission considering the following factors: (a)hardship caused to the consumer; and (b)average monthly bill of the consumer

Maximum 60 days

Maximum 60 days

Maximum 90 days

Maximum 90 days

• The Distribution Licensee shall be liable to pay compensation to the affected consumer as specified by the Commission in the Regulations.

10 Apr 2023

List of Guaranteed SoP against which Compensation is Applicable…1/2

Service Area Performance StandardOperation of Call Center

First response against a consumer call, Registration of consumer call.

Provision of Supply

Time period for completion of inspection, Time period for intimation of charges to be borne by applicant, Time period of providing supply

Restoration of Supply

Fuse off call, Overhead line breakdown, Distribution transformer failure, Underground cable fault, Scheduled outage

Quality of Supply

Maintenance of voltage within the specified range, Control of the harmonics

Meters Restoration of supply in case of burnt meter, Meter inspection and replacement

Reconnection Reconnection of a consumer who has been disconnected for less than six (6) months

10 Apr 2023

List of Guaranteed SoP against which Compensation is Applicable…2/2

Service Area Performance StandardComplaints on Consumer’s Bills

Acknowledgment of receipt, Resolution of billing complaints

Consumer charter / service

Visible display of name tag by authorized representative, show proof of identity

Other Services Reading of consumer’s meter, Change of name, Change of tariff Category, Reduction in contract demand / sanctioned load, Closure of account

10 Apr 2023

Overall Standards of Performance…1/2

Service Area Performance Standard

Fuse-off call At least 99% calls received should be rectified within prescribed time limits in both Cities and Towns and in Rural areas

Line Breakdowns At least 95% of cases resolved within prescribed time limit in both Cities and Towns and in Rural areas

Cable Break down At least 95% of cases resolved within prescribed time limit in both Cities and Towns and in Rural areas

Distribution Transformer Failure

At least 95% of DTRs to be replaced within prescribed time limits in both Cities and Towns and in Rural areas

SAIFI, SAIDI, CAIDI To be decided every yearPeriod of Scheduled Outage

At least 95% of cases resolved within time limit

Frequency variations

To maintain supply frequency within 49 – 50.5Hz as per IEGC.

10 Apr 2023

Overall Standards of Performance…2/2

Service Area Performance Standard

Voltage Unbalance Maximum of 3% at point of commencement of supply

% Billing mistakes Not exceeding 0.1%

% Faulty meters Not exceeding 3%

New / Addition to Supply, Transfer of ownership and change of Category, Temporary supply, Reconnection of Supply, Shifting of Meter / Service Connection

At least 95% cases should be complied within prescribed time limits

• The compensation paid by the Distribution Licensee for respective parameter, may be allowed to be recovered partly or fully in the Aggregate Revenue Requirement (ARR) of Licensee, keeping in view the extent to which the licensee is able to achieve the Overall Standards of Performance.

10 Apr 2023

Information regarding Level of Performance

• The Distribution Licensee shall maintain and submit information regardinga)The level of performance achieved by the Licensee during a month;b)The number of cases in which compensation was made and the aggregate amount of compensation made;to the Forum on a monthly basis and put up such information on the internet website of the Distribution Licensee, within a period of thirty (30) days from the end of the month.

• It shall also submit the above information to the Commission on an annual basis, within a period of thirty (30) days from the end of the financial year.

• It shall separately state the total number of cases where compensation has been paid by it without dispute and the total number of cases where compensation has been paid in compliance with an order or direction of the Forum or Ombudsman, along with the total amount of compensation in each category.

10 Apr 2023

Audit Report

The Commission may authorize the Commission staff or any independent agency to conduct annual checks, in order to monitor the compliance of the standards by the Licensees and submit audit report to the Commission.

The audit report shall address the following specific matters:

a) Adherence to procedures and formats as per Regulations;

b) Assessing staff engaged in call centres/ complaint handling centres/ customer care centres for their understanding of complaint handling procedures, quality parameters, and training adequacy for their task;

c) Method of data collection and management procedures and

d) Review of relevant records (as per appropriate sampling procedures) for reliability and accuracy across quality parameters.

10 Apr 2023

Procedure for engaging agency

The following procedure shall be adopted for engaging agency:

a) Audit scope and the methodology for carrying out the audit to be set by the Commission

b) The Commission will identify and publish panel of approved agency

c) Licensee shall nominate an agency from notified panel of agencies

d) Licensee shall not engage an agency:

(i) consecutively for more than two years.

(ii) current statutory auditor

(iii) current internal auditor

(iv) current consultant

10 Apr 2023

Auditing Methodology

Grading of the audit report on performance standard submitted by the licensee shall be done in two parts:

Reliability Grading

Accuracy Grading

Note: If Reliability Grading of data is A then only further analysis to check accuracy will be carried out

Reliability Grade Assessment of reliability grade

ABased on proper records with adequate procedure

BData has significant procedural deviations

C Unsatisfactory data

Accuracy Grade

Assessed accuracy level

Percentage of compensation paid to be recovered through ARR

1 +/-2% 100%2 +/-5% 85%3 +/-10% 70%

10 Apr 2023

Contents

1. About ABPS Infra




10 Apr 2023

Comparison of Performance Standards

• Draft Maharashtra Electricity Regulatory Commission ( Standard of Performance of Distribution Licensees, Period of Giving Supply and Determination of Compensation) Regulations, 2010.

• Andhra Pradesh Electricity Regulatory Commission (Licensees' Standards of Performance) Regulation, 2004.

• Delhi Electricity Supply Code and Performance Standards Regulations, 2007, DERC.

• Madhya Pradesh Electricity Regulatory Commission (Distribution Performance Standards) Regulations, 2004.

• The Electricity Supply Code 2005, Uttar Pradesh Electricity Regulatory Commission.

10 Apr 2023

Compensation Schedule… New ConnectionStandard MERC APERC DERC MPERC UPERC*

In case connection is

to be from existing network

Rs 100 per week or part thereof of delay

Rs.50 for each day of

default

Rs.10 per Rs 1000 (or part thereof) of the demand charges deposited by consumer for each day of default

• Rs. 100 for each day of delay for LT

• Rs. 200 for each day of delay for HT

NA

Where extension or augmentatio

n of distributing

main is required


Rs.50 for each day of default in case LT network is to be augmentedRs. 250 in all other cases

Rs.10 per Rs 1000 (or part thereof) of the demand charges deposited by consumer for each day of default



NA

Where commissioning of sub-station is required


Rs.500 for each day of

default

10% of the amount deposited by developer per week of default



NA* Time limits for providing connection has been specified by UPERC in Supply Code Regulations, but compensation schedule for the same has not been provided.

10 Apr 2023

Compensation Schedule… Restoration of PowerStandard MERC APERC DERC MPERC UPERC

Fuse off callRs 50 per hour or part there of delay

Rs.50 in each case of default

Rs. 50 for each day of default

Amount equivalent to 2%of last paid electricity bill subject to a maximum of Rs 50 in each case of default

Rs. 50 in each case of default

Overhead line

breakdown

Rs 50 per hour or part there of delay



Amount equivalent to 2.5%of last paid electricity bill subject to a maximum of Rs 50. to each affected consumer.

Rs. 50 to each affected consumer

Distribution transformer

failure




Amount equivalent to 2.5%of last paid electricity bill subject to a maximum of Rs 50. to each affected consumer

Rs. 50 to each affected consumer

Underground cable fault



NA NA NA

Scheduled outage

NilRs.100 in each case of default

NA

Amount equivalent to 2%of last paid electricity bill subject to a maximum of Rs 100 to each affected consumer.

NA

10 Apr 2023

Compensation Schedule… Quality of SupplyStandard MERC APERC* DERC MPERC UPERC

Maintenance of voltage within the specified

range of the declared voltage

Rs 100 per week or part thereof for which voltage varies beyond the specified range

•Rs.50 for each day of default if no expansion/ enhancement is necessary

•Rs.100 if expansion is necessary

•Rs. 250 if erection of new Sub-Stn is necessary

• Rs. 50 for each day of default for local fault or due to Transformer tap

• Rs. 100 for each day of default for other causes

• Amount equivalent to 2%of last paid electricity bill subject to maximum of Rs.50. in each case of default if no expansion/ enhancement is necessary

• 1%if expansion/ enhancement is necessary

• Rs. 50 in each case of default if no expansion/ enhancement is necessary,

• Rs. 150 if expansion/ enhancement is necessary

Control of the

harmonics level at the

point of supply.

Rs. 100 per instance provided that the Commission shall separately notify the date from which such compensation shall be payable

NA NA

Amount equivalent to 0.5%of last paid electricity bill subjectto maximum of Rs.50. in each case of default

NA

* Compensation payable to individual consumer if the event affects a single consumer. Compensation payable to individual consumer if the event affects a more than one consumer, is separately provided in Regulations by APERC

10 Apr 2023

Compensation Schedule… Metering & Billing Standard MERC APERC* DERC MPERC UPERC

Restoration of supply in case of burnt meter


Rs.50 for each day of default


Amount equivalent to 2%of last paid electricity bill subject to a maximum of Rs 50 in each case of default


Meter inspection and replacement

in case of customer complaint




Amount equivalent to 1%of last paid electricity bill subject to a maximum of Rs 50 to each affected consumer.


Resolution of billing

complaints

To be decided


NA

Amount equivalent to 2%of last paid electricity bill subject to a maximumof Rs 50 for each day of default

NA

Reconnection of supply following

disconnection due to non-payment of

bills

NARs.50 in each case of default

NA

Amount equivalent to 0.5%of last paid electricity bill subject to a maximum of Rs 50.

Rs. 100 in each case of

default* Compensation payable to individual consumer if the event affects a single consumer. Compensation payable to individual consumer if the event affects a more than one consumer, is separately provided in Regulations by APERC

10 Apr 2023

Compensation Schedule… Other ServicesStandard MERC APERC* DERC MPERC UPERC

Transfer of ownership




Amount equivalent to 3%of last paid electricity bill subject to a maximum of Rs 100 for each day of default


Change of category





NA

Conversion from single

phase to Three phase & vice-versa for low tension

NARs.50 for each day of default

NA


NA

Conversion from low

tension to High tension

NA


NA


NA

* Compensation payable to individual consumer if the event affects a single consumer. Compensation payable to individual consumers if the event affects a more than one consumer, is separately provided in Regulations by APERC

10 Apr 2023

Period for Intimation of Charges payable for New Supply

MERC APERC DERC MPERC UPERC

If can be given from Existing

Network

15 Days for urban areas, 20 Days for rural areas

NA NA

3 Working days for both urban and rural areas

On the spot if no erection of pole is required,10 Days in other cases, after site inspection

Where extension of distribution

System is required

30 Days

LT – 7 Days, HT (11 KV) – 15 Days, HT (33 KV) – 30 Days, EHT – 45 Days

LT – 7 Days, HT (11 KV) – 15 Days, HT (33 KV) – 30 Days, EHT – 45 Days

15 Working days for urban area, 30 Working days for rural area

50 KW - 15 days, HT - 30 days, EHT - 60 days

Note: Time Limits from the date of receipt of application for new supply.

10 Apr 2023

Period for New Supply…1/2


If can be given from Existing

Network1 Month30 Days

As per Section 43 of Act ( 1 Month)

LT – 10 Working Days (Urban Areas)

14 Working Days (Rural Areas)

7 Days

Where extension of distribution

System is required

3 Month

LT - 30 DaysHT, 11 KV - 60 Days,HT, 33 KV - 90 Days,EHT, Above 33 KV – 180 Days

LT (up to 5 Poles) – 15 DaysLT(more than 5 poles) – 60 Days,LT(new DT) – 120 Days,HT(11 KV)- 180 Days,EHT- 240 Days

LT - i) All connections excluding Agriculture- 60 days,

ii) Agricultural connection during season when clear access to fields is

Available - 90 days, iii) Agricultural connection

during season when no clear access is Available - 180 days,

HT- i) If extension upto 100 meters work is involved- 30 days,

ii)If extension beyond 100 meters work is involved- 90 days,

EHT – 180 Days

Extension of Lines-i)400 V – 45 Daysii)11 KV- 60 days iii)33 KV - 120 days iv)132 KV - 300 daysDT – i)Augmentation of DT- 60 daysii)New DT- 120 daysiii) Augmentation of 66/33KV S/Stn - 180 days

10 Apr 2023

Period for New Supply…2/2

MERC

APERC DERC MPERC UPERC

Where erection of new substation is

required

1 Year

Within the period approved by Commission

i)Un-Electrified Areas (Where augmentation

from nearby existing network is possible) – 6 Months

ii)Un-Electrified Areas/ Green Field Projects

(Other Cases) - 12 Months*

NA NA

Note : Time Limits after the payment of charges for supply by consumer * After receipt of deposit of consumers’ share of necessary development charges as specified in Supply Code Regulations.

10 Apr 2023

Period for Reconnection of Supply following disconnection due to Non-payment of Bills

MERC APERC DERC MPERC UPERCUrban Area

Rural Area

Urban Area

Rural Area

Urban Area

Rural Area

Urban Area

Rural Area

Urban Area

Rural Area

4 Hours12

Hours4 Hours

12 Hours

Licensee shall reconnect the consumer’s installation within two days of payment of past dues along with reconnection charges and Service Line charges

4 Hours48

Hours24 Hours

Note : Time limits after the production of proof of payment by the consumer

10 Apr 2023

Period for Disconnection of Supply

MERC APERC DERC MPERC UPERC7 days in Urban Areas and 10 days in Rural Areas. Refund of security deposit along with issuance of “No- Dues certificate” should be made by licensee within 30 days from the date of adjustment of all dues outstanding from the consumer in Urban Areas and within 45 days in Rural Areas.

NA

Licensee to carry out special reading and prepare final bill, including all arrears up to the date of billing, within five days of receiving such request.

NA

The supply shall be disconnected permanently in following cases:(a)With the termination of the agreement.(b) If the cause for which the supply was temporarily disconnected is not removed within six months period.(c) On request of consumer after submission of an affidavit and clearing of all electricity dues.

Note: Time limits after receipt of request for disconnection.

10 Apr 2023

Period for Voltage Fluctuation & Harmonics


LT+ 10 % and -10

%+6% and -6% +6% and -6% +6% and -6% +6% and -6%

HT + 6% and – 9% +6% and -9% +6% and -9% +6% and -9% + 6% and -9%

EHT+ 10% and -

12.5%+10% and -

12.5%+10% and -

12.5%+10% and -

10%+10% and -

12.5%

Harmonics

Licensee shall control harmonics in accordance with that prescribed by the IEEE STD 519-1992

132KV - 3%33KV - 8%11KV - 8%

To be specified by theCommission after conducting a detailed study

NA

EHT = 4%HT = 5%LT = 10%

10 Apr 2023

Period for Complaint Related to Voltage FluctuationMERC* APERC* DERC MPERC UPERC

• 2 Days, if fault is identified to a local problem

• 10 days if no expansion / enhancement is involved

• 120 Days if up-gradation of distribution system is required



• Local problem :4 Hours

• Tap of transformer:3 Days

• Repair of distribution line / transformer / capacitor:30 Days

• Installation and Up-gradation of High Tension / Low Tension System :90 Days



• Within 24 hours in case of local problems.

• Within 6 months in case of inadequacy of LT distribution system.

• Within 12 months in case of deficiency in the HT distribution system. * Where a substation is required to be erected to resolve such

complaints, the Licensee shall submit to the Commission a proposal for erection of the substation and get the same approved by the Commission.

10 Apr 2023

Period for Restoration of Power Supply

MERC APERC DERC MPERC UPERCUrban Area

Rural Area

Urban Area

Rural Area

Urban Area

Rural Area

Urban Area

Rural Area

Urban Area

Rural Area

Fuse-off calls

4 Hours

24 Hours

4 Hours

12 Hours

3 Hours

8 Hours

4 Hours

24 Hours

4 Hours8

Hours

Overhead line

breakdowns

6 Hours

24 Hours

6 Hours

24 Hours

6 Hours

12 Hours

12 Hours

3 Days 8 Hours48

Hours

Distribution

transformer failures

24 Hours

48 Hours

24 Hours

48 Hours

48 * Hours

48 * Hours

1 Day 7 Day24

Hours72

Hours

Underground cable faults

12 Hours

48 Hours

12 Hours

48 Hours

NA NA NA NA24

Hours 96

Hours

Period of Scheduled Outages

12 Hours 12 Hours NA 12 Hours NA* Temporary Restoration of supply through mobile transformer or another backup source within eight hours shall be provided.

10 Apr 2023

Meter Related Issues

Service MERC APERC DERC MPERC UPERCReplacing

faulty/ non-working meters

5 days in Urban Areas and 10 days in Rural Areas

15 Days* 15 Days*

15 days in Urban Areas and 30 days in Rural Areas

15 Days *

Replacing burnt meters

for causes attributable to Licensee

5 days in Urban Areas and within 10 days in Rural Areas

7 Days

The Licensee shall restore supply within six hours upon receipt of complaint bypassing the burnt meter and new meter shall be provided within three days

7 Days

The Licensee shall restore the supply immediately after by-passing the burnt meter. A new meter shall be installed by the Licensee within 3 days.

Replacing burnt meters

for causes attributable

to Consumer

Licensee shall serve a notice to the consumer for recovery of cost of the meter within 7 days of detection and shall replace the meter within 15 days on receiving the payment


NA


The cost of the meter shall be borne by the consumer. The consumer shall be assessed under section 126 of the Electricity Act 2003, and shall be punishable under section 138 of the Electricity Act 2003.* After carrying out testing of meter, the cost of which shall be borne by Licensee

10 Apr 2023

Complaints Related to Consumer Bills

Service MERC APERC DERC MPERC UPERC

Acknowledgement of complaint

• Immediately if received in person,

• 7 working days if the complaint is received by post

•Immediately if received in person,

•2 working days if the complaint is received by post

•Immediately if received in person,

•3 working days if the complaint is received by post

• Immediately if received in person,

• Next working days if the complaint is received by post

NA

Resolving of

complaint

•On the same day if made in person, On the day of acknowledgement, if complaint is made by post . Within 10 days of receipt, if additional information is required.

• Within 24 working hours of its receipt. Within 7 days of receipt, if additional information is required.

•Within 15 days of receipt, if no additional information is required.

•Within 30 days of receipt, in case any additional information is required.

On the same day of receipt. If additional information is required, within 5 days in urban areas and 10 days in rural areas, in the following cases:(a) HT consumers, whose disputed amount less than or equal to Rs 20000/-(b) LT consumers, whose disputed amount less than or equal to Rs 20000/-, excluding cases where the disputed amount is due to arithmetical or clerical errors

NA

10 Apr 2023

Transfer of Ownership and Change of Category

Service MERC APERC DERC MPERC UPERC

Transfer of ownership

Within second billing cycle

Within 7 days of receipt of application

Within two billing cycles

Within 10 days after completion of formalities

Mutation will be effected within 7 days of payment of any outstanding dues

Change of category



Licensee shall inspect the premises and change the category within ten days from the date of acceptance of application. Such change of category shall be effective from the date of deposit of inspection fee.

Within 10 days after completion of formalities

NA

Conversion from single

phase to Three phase & vice-versa

for low tension



NA

• Within 30 days from the date of payment of necessary charges

• Within 90 days, in case of extension

of line is required

NA

Conversion from low tension to

High tension

Within third billing cycle


NA

• Within 30 days from the date of payment of necessary charges

• Within 90 days, in case of extension of line is required

NA

November 2010November 2010ABPS Infrastructure AdvisoryABPS Infrastructure Advisory Private Limited

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6-Jun-14 Page 1 Presentation on Standard of Performance (SoP) Regulations for Distribution Licensees...

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