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    Consumer HandbookConsumer Handbook

    Bangalore Electricity Supply

    Company Limited

    www.bescom.org

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       “

       A   l  w  a  y  s  a   t  y  o  u  r  s

      e  r  v   i  c  e   ”

       B   E   S   C   O   M    H

      e   l  p   l   i  n  e

      -   1   9   1   2

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    Bangalore Electricity Supply

    Company Limited

     BESCOM Corporate Office, K.R. Circle, Bangalore - 560001

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    “Always at your service”

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    Table of Contents

    53-60

    General information 8

    Power Supply 10

    New Connection 14

    Temporary Connection 16

    Metering 17

    Meter Reading 19

    Consumption & Billing 20

    Payment 26

    Attribute Change 31

    Web Self Service 33

    Misuse and Theft 35

    Temporary Disconnection / Surrender / Reconnection 36

    Safety 37

    Energy Efficiency 39

    BESCOM Website 42

    BESCOM Consumer Info 43

    The Ombudsman 45

    BESCOM Tariff 46

    Know your Meter 50

    Know your Bill 51

    BESCOM Projects & initiatives 52

    Content

    BESCOM Consumer Information

    Customer Interaction Meeting Schedule

    BESCOM Consumer Information

    Customer Interaction Meeting Schedule

    About Bescom

    • Company Profile

    • Message from Managing Director • Message from General Manager – Customer Relations

    • The Network

    • The Area Map

    • Mission and Vision

    • Statistics

    • Category of Consumers

    Contact Details

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    In the year 1999, Karnataka embarked on a major

    reform of the power sector. As a first step, Karnataka

    Electricity Board (KEB) was dissolved and in its

    place, the Karnataka Power Transmission

    Corporation Limited (KPTCL) was incorporated.

    This was followed by the constitution of Karnataka

    Electricity Regulatory Commission (KERC) in

    November 1999. In the next phase of the reform

    process, the transmission and distribution business

    managed by KPTCL were unbundled in June 2002. Four new distribution companies were formed to

    distribute power in Karnataka. Bangalore Electricity Supply Company Limited (BESCOM) has taken over the

    responsibility from KPTCL for the distribution of electricity in 8 districts and commenced its operations from

    1st June 2002. BESCOM – Bangalore Electricity Supply Company Limited is responsible for power

    distribution in the Eight districts of Karnataka. BESCOM covers an area of 41,092 Sq. Kms. with a population

    of over 207 lacs. The company has three operating zones – Bangalore Metropolitan Area Zone, Bangalore

    Rural Area Zone and Chitradurga Zone.

    About BESCOM

    Company Profile

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    Smt. Jayanthi .NGeneral Manager

    (Customer Relation)

    Sri Pankaj Kumar Pandey, IASManaging Director

    Responsible for providing reliable and quality power supply to

    over 80 lakh customers, and doing this in a profitable manner

    for the company, Bescom has no small task to achieve. But we

    have been taking small and sure steps towards this goal. The

    satisfaction accruing from achieving the same is immense. Be

    it in developing infrastructure or using best technology and best

    practices, we have never looked behind. We are partners in

    the R-APDRP programme that looks at overall reforms in

    power distribution while our DAS project looks at automation of

    distribution network in Bangalore city as a first step in upscaling

    the same. Awareness drives to educate people on the need to

    save energy have also been a major part of our efforts towards

    energy saving. Quality power and quality services like our 24x7

    helplines, along with transparency in our functioning, all the

    way from the MD’s office to transformer repair units, goes to

    show we mean what we say. Power to all. We will impress upon

    consumers by ensuring uninterrupted, excellent power supply

    at competitive rates and providing satisfactory service.

    Managing Director

    General Manager – Customer Relations

    To say that customer satisfaction is one of the cornerstones of success

    at Bescom is no exaggeration. With over 80 lakh customers whom we

    provide with power, we are conscious of the role we have to play in

    enriching customer experience. We are constantly evolving in this areaby trying to think one step ahead of what our customers need most. Even

    as our helplines operate 24x7 hours, we have introduced instant

    messaging and online complaint registration in line with a tech-savvy

    customer base. Our rural customers too will reap benefits from our

    special schemes. Everything we do at Bescom is dictated by the needs

    and convenience of our customers.

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    Mission:

    The Mission of Bangalore Electricity Supply Company Limited is to ensure absolute customer satisfactionand continous profit in business.

    1. By ensuring total employee satisfaction.

    2. By developing infrastructure, commensurate with growth, thus ensuring reliable and quality power supply.

    3. By using best technology in communication and best practices in power sector.

    Vision: The vision of BESCOM is to become Number one in Customer Satisfaction in South Asia in Power

    Distribution.

    Vision & Mission

    The Area Map

    Bescom Network

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     Area covered : 41,092 Sq. Kms.

    Districts : 8

    Population : 20.7 million

    Sub Stations : 401

    Total no. of Consumers : 83.5 lakh as on 31.03.2013

    Domestic : 61.48 Lakhs

    Commercial : 07.35 Lakhs

    Irrigation Pump sets : 06.78 Lakhs

    Industrial : 01.53 Lakhs

    Water Supply : 00.43 Lakhs

    Public lighting : 00.49 Lakhs

    Others : 01.51 Lakhs

    Total : 79.57 Lakhs

    Statistics

    Categories of consumers

    Bescom Network

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    1. What is electricity?

    Electricity is a form of energy associated with the presence and flow of electric charge. Electricity gives

    a wide variety of well-known effects, such as lightning, static electricity, electromagnetic induction and

    the flow of electrical current.

    General information

    2. How essential is electricity?

    Electricity is an essential requirement for all facets of our life and it has been recognized as a basic

    human need. Not only to bring light into our homes, but to make living conditions comfortable in extreme

    weather, electricity today plays a crucial role. From there to enabling communication via the ubiquitousmobile phone, to entertainment beamed through television channels, electricity has become a necessi-

    ty. It is a critical infrastructure for socio economic development of the country.

    3. Who is a distribution licensee?

    ‘LICENSEE’ means a person who has been granted a license under Section14 of the Electricity Act,

    2003 and also includes a deemed Licensee.

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    General information

    7. What is Tariff? Who fixes the electricity tariff?

    6. What is load restriction/shedding?

    ‘TARIFF’ means a schedule of standard prices or charges for specified services, which are applicable

    to all such specified services provided to the type of Consumers specified in the Tariff Published.

    Tariff & recoverable charges for each of the categories of the consumers are determined / fixed by the

    Commission (KERC).

    8. What are the special projects / schemes for consumers benefit?

    Niranthara Jyothi, Bangalore Distribution Up-gradation Project, Smart Metering, R-APDRP Program

    5. What are different categories of consumers?  What are the tariffs applicable for each?

    Please refer Tariff page for LT tariff and visit BESCOM website for HT tariff.

    4. Who is a consumer?

    ‘CONSUMER’ means any person who is supplied with electricity for his own use by a licensee or the

    Government or by any other person engaged in the business of supplying electricity to the public under

    the Act or any other law for the time being in force and includes any person whose premises are for the

    time being connected for the purpose of receiving electricity with the works of a licensee,

    the Government or such other person, as the case may be.

    Load restriction is a controlled way of managing available electricity distribution capacity when a power

    shortage occurs. When the supplying company receives more demand for electrical power than

    available from generating stations, the company has to resort to rationing of the available electricity to

    its customers. This act is called load shedding

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    Power supply

    9. What is peak load & Peak Demand?

    These terms are used to indicate the maximum amount of load on a power distribution system or to

    indicate the amount of electricty available for distribution as per the consumers' demand. These can

    also be used to indicate load on a power distribution system at a particular time or at a particular hour.

    10. What is Maximum Demand of a consumer?

    Maximum demand is defined as the average power supply, measured in kilowatt or kilovolt, from the

    supply point to the consumer's premises. In a month, the maximum recorded usage of 30 minutes has

    been used. However, if there is necessity, the Council will reconsider reducing the time and reserves

    the right to do so.

    11. What is Power Factor?

    ‘POWER FACTOR’ means the ratio of watts to Volt-amperes, or the ratio of KWh to KVAh, as

    applicable.

    12. What is Sanctioned Load?

    Sanctioned load is defined as the agreement between the licensee and the LT consumer regarding the

    measurement of electricity in kilowatt (kW) or horsepower (hp).

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    Power supply

    14. Why do I face power failures?

    Power reaches you from a Substation through lines or cables. At your end, the power supply is fed

    through cut-outs or fuses installed in your house or in a building near your meter. Power failure occurs

    most commonly due to blown fuses or damaged cables. The fuse blows due to short circuits orequipment overloading. Further, there may be problems with the line or cable between the Substation

    and distribution transformer. These problems normally occur due to storms, fallen trees or branches,

    bird interference, insulator failures

    15. In case of power failure, who am I supposed to contact?

    You can contact our Customer Care Helpline on 1912 to lodge a power failure complaint. You can also

    send text messages to 9243150000 to register complaints. The format for the text is

    BESCOM

    Example: BESCOM N2 No Power Supply since 10:10 PM

    You can also register other power related complaints or even receive updates on the status of power

    restoration. The Customer Care Helpline Executive will call you to confirm the call resolution.

    16. In case my complaint is unattended, what is follow up mechanism or

      escalation mechanism in BESCOM?

    We make all possible efforts to resolve issues as quickly as possible, it may still take time to restore

    power depending on the nature of the fault. Once you report a power failure, there is no need to follow

    it up. BESCOM personnel quickly start working on the issue. You may ask the Customer Care Helpline

    to provide the estimated time of restoration. The Customer Care Helpline will provide this information

    once the problem is identified. If power is not restored within a few hours or if power is restored for your

    neighbours but not for you, then you may contact the Customer Care Helpline once again to get the

    latest status on the issue.

    13. What is Contract Demand?

    ‘CONTRACT DEMAND’ means the licensee and the consumer enter into an agreement to define the

    amount of power in kilowatt ampere (kWA) or kilowatt measurement.

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    Power supply

    18. Can I use a portable generator during non-availability of power?

    Residential Consumers can use generator sets in their homes during power outages or failures.

    However, Commercial and Industrial Consumers require a separate permission from the Government

    Electrical Inspectorate to do so. Generators should be connected in such a way that the power supplyfrom the utility (BESCOM) and the power from the generator never become parallel. The generator

    should be connected after isolating the main supply through a double throw switch to break the main

    circuit before the generator circuit is switched on. The generator should never be plugged or

    connected to the main supply inlet of a house. If it is connected in the same circuit, electricity will travel

    through the power line or transformer, which is dangerous to utility personnel working on the line. This

    switch is also necessary as it protects the generator set and appliances in the house when regular

    power supply is restored.

    17. Why do my neighbors have power supply, while mine is still off?

    The power supply to your neighbor may be supplied from a different transformer, feeder or phase,

    which is not currently facing any disruptions. Nevertheless, lodge a complaint to the call center to get

    it rectified.

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    21. What is a Multi Storied (MS) building?

     A building that fulfills any of the following conditions qualifies as an MS building:

      • Requisition load of 35KW or more (or)

      • Built-up area of the building is more than 800 sq meter 

    22. Should consumers provide space in their premises to  erect transformers for MS buildings?

    The space for transformers and other associated equipment are to be provided as specified in

    Karnataka Electricity Regulatory Commission Regulations 2004 and its amendments from time to

    time.

    Power supply

    19. What are the different voltage levels?

    The declared voltages are as below:

    i. Low Tension Supply

    • Alternating Current, single phase, 50 c/s, 230 volts between phase and neutral

    • Alternating Current, 3-phase, 50 c/s, 400 volts between phases and 230 volts between

    phase and neutral

      ii. High Tension Supply

      • Alternating Current, 3-phase, 50 c/s, 4.6/11/13.2/33 KV and also 2.2 KV, 25 c/s

    depending on the voltage available in the area

      iii. Extra High Tension Supply

      • Alternating Current, 3-phase, 50 c/s, 66/110/220/400 KV or 2-phase supply at 220 KV

    20. What is Built-up area?

    Built-up area is the sum of the building areas of each floor of the building, including the cellar.

    The area is measured between the external walls as per the actual construction or as per the

    sanctioned plan, whichever is higher.

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    New connection

    23. How can I get a New Connection?

    A consumer who wants to get a new connection has to first submit the following documents:

    • Duly filled-in application form

      • Proof of ownership or occupation of premises along with voters ID card, PAN card or ration card

      • Power Supply Agreement

    After the consumer submits these documents with Security deposit paid, a Field Officer will inspect the site

    for the proposed connection. Once the documents are verified, the Field Officer prepares an estimateand a Licensed Electrical Contractor (LEC) provides the wiring diagram. The wiring diagram shows

    how the wiring will be done at the premises. Once the wiring is successfully completed, the Field

    Officer inspects the location for a final time before approving the power supply connection.

    24. What could be the possible reasons for rejection of an application  for new connection?

    An application for new connection may be rejected due to reasons including but not limited to following:

      a. Documents not complete.

      b. Demand Note not paid.

      c. Dues on premises not paid.

      d. Wiring incomplete

      e. ELCB not installed (in case of load more than 5 KW)

      f. Separate dwelling not found (in case of separate connection for floor system)

      g. Electrification pending due to non-payment from land owning agencies.

    25. How can I get a new connection if there is no existing line or  pole nearby my home?

    If no existing line or pole is available nearby, then the line is to be extended and the connection can

    be given by the licensee.

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    New connection

    26. Is it mandatory to get the inspection of materials done by  the electrical inspector at consumer premises?

    If the work was executed under self-execution scheme.

    27. Where the rates of materials are available?

    Refer the Schedule of rate book of Bescom

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    Temporary connection

    28. When can I take a temporary connection?

    Temporary Connection can be applied for the purpose of marriages, religious functions, construction

    activities, exhibitions, cultural functions, etc. Temporary connection may be:

    a. Short Term Temporary: Can be applied for from 1 day up to 15 days.

      b. Long Term Temporary: Can be applied for from with renewal for every 28 days to 2 years.

    29. Where to apply for a temporary connection?

    To register a temporary connection request may visit the nearest sub division office

    30. What are the Documents required to avail a temporary connection?

    Documents required for Temporary connection, are same as in case of permanent new connection.

    31. How are the temporary connection charges calculated?  Is there any fixed charge for this?

      1. No fixed charges, only consumption charges upto 67HP/.50KW

    2. Fixed charges + consumption charges for HT customers

    32. Can a temporary connection be converted in to permanent and vice versa?

    No, temporary connection is to be surrendered before installation of permanent connection.

    33. What is the procedure to get extension of the period of temporary supply?

      Will the connection be disconnected if extension is not obtained? Is there

    any penalty that can be paid to extend the period of temporary supply?

    To extend the period of temporary supply, you must apply to the jurisdictional area Sub-division at

    least one week before the date of expiry of the temporary supply. Duly paying the up-to-date power

    supply charges and any other arrears. Otherwise, the temporary supply will not be further extended.

    There is no penalty clause for making payments after the expiry of period of temporary supply – either

    period has to be extended or power would be disconnected.

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    Metering

    35. When can BESCOM change my meter?

    A Distribution Licensee can change the meter any time to ensure the correct meter reading. Following

    are some of the reasons for meter change:

      • Meter is burnt

      • Meter is damaged / faulty Meter cost should be borne by consumer 

      • No display in the meter 

      • Meter’s life is more than 5 Years

    38. Who will replace the meter if it is burnt?

    Bescom will replace the meter, If meter burnt due to internal fault and cost of meter will be borne by

    consumer.

    36. What are the documents required for Meter testing/ Fast/ slow /  Burnt / Damaged / Stop / Faulty/ Shifting?

    1. Meter Stop/Meter Jump/Meter Burnt/Meter Slow/Meter Fast/Meter Damage - No Documents required.

    2. Meter Stolen - Application, Police FIR copy, ID proof.

    3. Meter Shifting - Application, receipt of last paid bill, ID proof and Meter shifting charges.

    37. What are the Timelines for Meter testing / Fast/ slow / Burnt /  Damaged / Stop / Faulty/ Shifting?

    1. Meter Stop/Meter Damaged - 15 working days for meter replacement.

    2. Meter Slow/Fast - 15 working days after DN payment for testing & another 15 working days for

    replacement if required

    3. Meter Burnt - 3 Working Days for installation of new meter 

    34. What are the types of meters available?

    1. Single phase meter

    2. Three Phase meter (Whole Current meters)

    3. ETV (Electronic Trivector meter) with CT (Current Transformer)

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    Metering

    40. What is ToD Metering? What are the benefits?

    Time-operated device (TOD) can also be referred to as season-based device.

    1) A time-operated device segments a day into different time quotas (as per power tariff regulations).

    In some time quotas, the electricity rate is more (more peak demand).

    2) In other time quotas, the electricity rate is less (less peak demand).

    3) In summer and winter, as per the rules governing power rates, there will be different rates for more

    peak demand and less peak demand.

    39. What should I do when the existing building Is demolished and a new

      building is constructed? Should I surrender the old RR number or should  I continue with the same?

    In case of demolition and construction of a building, the existing installation should be surrendered and

    agreement should be terminated. Meter and service mains will be removed. Fresh service will be

    arranged for the existing RR number will not be arranged for construction purposes in such cases.

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    Meter Reading

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    41. Does the BESCOM meter reader read the meters every month,

    or is the bill prepared on estimated consumption every month?

    Meter reading is conducted by BESCOM meter readers or the bill is prepared as per an estimate of

    power consumed.

    42. How can a consumer get the reading rectified?

    On a specific day, in a specified place, a BESCOM meter reader will inspect all consumer meters and

    issue the bill on the spot with the help of a billing machine. In the cases of house being locked, the meter

    being burnt, readings unrecorded, billing will be done on the basis of previous readings.

    43. What are the Timelines for resolution of Wrong Reading/Special Reading?

    Wrong/Special readings will be rectified within one working day

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    Consumption & billing

    44. What are the different details I can see in my bill?

    Customer's electric bill consists of the following components as per the existing tariff schedule and

    may vary in future:

      • Residential / Industrial / Commercial Customers (less than 20 kW load) billed on single part tariff

    consists of:

      • Fixed Charges

    • Energy Charges

    • Electricity Duty/Tax on Sale of Electricity

      • Delayed Payment Charges

      • Industrial & Commercial Customers, (more than 20 kW load) billed on two part tariff consists of:

      • Maximum Demand Charges

      • Energy Charges

      • Electricity Duty / Tax on sale of Electricity

      • Delayed Payment Charges

      • Power factor surcharge / Incentive

    45. How to calculate my consumption?

    Please refer to the "Ready reckoner for monthly consumption". The type of appliances, its power

    consumption and number of units it would consume per month against the number of hours of usage are

    given in the ready reckoner. You can, therefore, work out your own electricity consumption with this chart.

    For more accurate assessment please refer to the wattage of your appliance mentioned on its name

    plate. Also be accurate on the hours of usage of each appliance, as otherwise, your calculation will go

    wrong.

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    Consumption & billing

    46. How is my bill calculated?

    Customer is billed according to the category and the tariff schedule in force. The components are

    applicable as per the customer category. Total bill payable comprises of 3 components i.e. Energy

    Charges (units consumed*applicable rates), E. Tax (6% of Energy Charges) and fixed charges as per

    the rates applicable

    For applicable rates refer “Tariff order” in the Tariff Page

    47. What is the meaning of consumption slabs in my bill?

    Electricity used during the month recorded as units (KWH) in meters. These units are divided into

    slabs. These slabs are approved by KERC. Each slab has separate tariff.

    48. What is a fixed charge?

    Fixed Charges are the fixed amount charged for billing period according to the Sanctioned load.

    Please refer Tariff page for details

    49. What is provisional bill? How is it calculated?

    Provisional bill is raised when due to some reasons actual reading is not available. lt is calculated on

    the basis of average of previous three months consumption

    50. I have converted a room in my house as a shop. What do I need to do  to get a commercial connection?

     Apply for tariff conversion with BBMP license, if the load is same. If additional load required, then apply

    for additional load also.

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    52. How are billing adjustment made for a defective meter?

    When a dispute is raised by a consumer, the meter is tested after the payment of testing fees. If themeter is found to be beyond the tolerance limits, the testing fee will be refunded. If the meter or

    metering installation develops a fault or ceases to register the actual consumption or maximum

    demand, the consumption during the defective period will be assessed based on the KERC guidelines

    and necessary correction will be given as applicable. If you see that the meter is not functioning

    correctly, report it to the authorities immediately, so that appropriate checking and rectification can be

    done. If the meter or metering installation is found to be tampered with, the company will assess the

    consumption and bill accordingly. A penalty will also be charged as per KERC regulations. If a

    consumer tampers the installation, He/She is liable for imprisonment and fine as per the electricity Act,

    2003.

    53. What is the due date for payment?

    The due date is 15 days from the date of billing. The due date will be printed in the electricity bill given

    to you. You have to pay the billed amount by due date indicated on the bill or within a period of 15 days

    from the date of receiving the bill whichever is later. If the amounts are not paid within the due date the

    commission has provided delayed payment surcharges on the belated payments.

    54. What is Electricity Duty?

    Taxes are levied in accordance with Karnataka Electricity (Taxation on comsumption) Act 1959

    as amended from time to time.

    This amount is collected on behalf of the State Government.

    Consumption & billing

    51. What are the bases of billing?

    Billing is done based on the actual units consumed during the specific period. In case the meter

    reading is not taken or the house is locked then a provisional bill will be given to consumer based on

    the last month consumption. And after taking the actual reading the bill will be revised /adjusted in the

    subsequent bill.

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    Consumption & billing

    55. What is the procedure for claiming Exemption from electricity duty?

    To apply for ED exemption, register your RR Number / 10 digit Account ID, name, address, and

    telephone number at the jurisdictional area Sub-divisions. You must submit the following documents:

      • Formal letter requesting for electricity duty exemption

    • Copy of registration form or approval certificate from Joint Director, Department of

    industries and commerce Bangalore 01

      • Certificate or letter starting the date of commencement of operations for the location where

    exemption is requested.

      • Sale deed, partnership deed or land documents

      • Indemnity bond

    On duly receiving all document s, the electricity duty exemption is granted, if applicable, from the next

    meter billing cycle.The following categories of industries are eligible for claiming electricity duty/tax on

    their bills:

      • Information Technology and Biotechnology units

      • 100 percent export-oriented units

      • Export processing zones

      • Industries set up in Special Economic Zones (SEZs)

      • IT parks and Electronic Hardware Technology units

    56. Why does a bill indicate nil or low units even though  the consumption has been regular?

    This irregularity may be due to a defective meter or metering installation or due to wrong readings

    taken while billing. Bring this to the notice of the Sub-division immediately, by contacting the area

    Soujanya counter for checking the meter and rectification of the bill.

    57. Why does a bill appear to be in excess of the usual amount?

    Normally, high bills are due to higher consumption because of some new electrical equipment, change

    of weather or festivals or other special occasions such as a marriage in the family. If none of these

    apply in your case, compare your unit consumption with earlier bills preferably for similar periods. Use

    the ready reckoner available on www.bescom.org to estimate your energy consumption. Even if the

    unit consumption is normal, the bill amount can increase due to tariff revision or increase in FAC or

    government duty or tax. An excess bill could also be due to incorrect reading taken for billing or

    incorrect calculation. This can be verified by checking the reading on your meter. If you are not

    satisfied, then you can contact concern sub division office for corrections, if any.

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    58. What might be the reason for the bill showing that units have been consumed

      even though the premise was unoccupied or locked for a long period?

    If your bill shows a wrong reading, register a complaint at any Soujanya counter. On receiving the

    complaint, the meter reading is checked and the meter is tested. If meter tests healthy, it means that

    the meter had recorded correctly. The responsibility of the consumer’s main switch rests on the

    consumer. If someone has used electricity supply by tapping from the main switch, BESCOM is not

    responsible for the same. The owner has to pay the units recorded. It is, therefore, the owner’s

    responsibility to keep the meter secure, with access restricted to a few authorized persons.

    59. Why is the consumption of one consumer different from their  neighbor who has the same equipment?

    Even though the same electrical gadgets and appliances are used by two consumers, their usage

    patterns are not generally the same. Usage of electrical gadgets and appliances depend mostly on

    lifestyle, individual habits and personal preferences.

    60. When is the bill prepared on estimated consumption?

    When the meter reading is not available / House lock/ meter is defective then the bill is prepared onestimated consumption.

    61. Is there a ready reckoner type to know my consumption?

    Yes, the ready reckoner is available in our website.

    Please log on to www.bescom.org and avail the facility.

    62. What is demand charge?

    Demand fees is defined as stipulated demand or recorded peak demand. In case of billing the customer,

    either of the two usage is considered.

    63. What is the interest rate given to the customers' current security deposit?

    The interest rate is given as per the prevailing interest rate on the first day (April) of every month.

    Consumption & billing

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    Consumption & billing

    64. How is the additional security deposit for customers calculated and

      when is the Demand Notice issued?Depending on the usage from January to December months, additional security deposit is calculated.

    ASD's Demand Notice is issued from first April of the financial year.

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    65. What are the different payment options?

    BESCOM provides various options for its consumers to make their bill payments.

      • Any Time Payment (ATP): BESCOM has around 125 ATP kiosks across Bangalore Urban and

    Rural and a few district headquarters that directly collect cash and Cheques from Consumers via

    touch screen facility.

      • Any Where Payment (AWP): With the AWP mode, Consumers can pay their bills at any BESCOM

    counter and not necessarily in the counter of area to which they belong. Presently this facility is

    available to Bangalore and the same will be implemented for other areas shortly.

    • Electronic Clearance System (ECS) through banks: ECS is an electronic mode of payment to

    transfer funds from one bank account to another. BESCOM supports ECS Mode of payment to all

    its Bangalore consumers.

    • Online Payment: Consumers can pay bills online, using the following options: In Bescom Web

    portal, through Bill desk or IDBI Bank.

      • Cash Counter at sub-division: Consumers can pay their electricity bills in any of the sub division

    counter using cash, cheque or demand draft.

      • Payments can be made via Easy bill outlets, Bangalore One counters and city union bank branches.

    66. What are the modes of payment?

    Revenue payment up to and inclusive of Rs 10,000 can be made by cash, cheque or demand draft.

    Payment above Rs.10, 000 can be made by cheque or demand draft.

     All Debit and Credit cards with Visa/Mastercard/Maestro are accepted for the above payments

    Payment

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    www.bescom.org

    Payment

    67. How to make online payment of Bills?

    Payment can be made online via Bescom and Bangalore One portals

    Online Payment process through Bescom Portal as follows

    Visit www.bescom.org website and select online payment

    There are 2 links, namely RAPDRP and Non-RAPDRP with the respective sub-division names

    By seeing the appropriate sub-division, consumer has to select the link

    Consumer can make payment with or without

    registration. For registration, Consumer has to complete

    the registration process using, “click here to register”.

    The benefit is consumer can view payment /bill history

    for previous 12 months. If a consumer wishes to make

    payment without registration, then “Online payment is to

    be selected and payment can be made by entering the

    account ID. There is no provision to add multiple account

    ids to the single registration.

    Consumer details like name, address, bill date, amount

    to be paid appears in the page. Amount field is editable

    and hence consumer can enter the bill amount more

    than the bill amount as an excess payment and same

    gets adjusted in the future bills.

    Consumer has to make payment with registration only. For

    registration, consumer has to complete the registration

    process using “Register Now” by entering the valid email id

    and RR No. There is a provision to add multiple RR Nos to

    the single registration.

    For making payment, consumer has to select RR No from

    the drop down list. Consumer details with bill amount,

    transaction fee opens. Then consumer has to select IDBI

    bank to proceed further. By doing this, bank page opens

    wherein consumer has to enter his Visa/Master card details

    for Debit / credit card payment.

    RAPDRP

    By clicking on the

    RAPDRP link, a new portal

    with www.bescom.co.in opens

    By clicking on the

    Non - RAPDRP link, a new portal with

    www.bescomepayment .com opens

    Non - RAPDRP

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    Payment

    68. If I want to pay by cheque in whose favor is it to be drawn?Cheque is to be drawn in favor of (account)........subdivision, BESCOM Payable at Bangalore

    69. What options are available in case a consumer wants to  check payment details?

    To know about the payments or any other detail related to a Connection, consumers are requested to

    register their Customer ID. no with www.bescom.org . Once the registration is done, consumer may

    log in to his account and select the options available as per requirement like Account Information,

    Billing details, Consumption details, Payment History and Duplicate bill.

    If –ve amount appears in the amount field means the account

    has credit and hence no need to make payment. However

    consumers can make payment by entering more than Rs. 10

    in the field. After that the consumer should agree for the

    terms and conditions by selecting this, a page with 2

    payment service providers

    Bill Desk has 3 modes of payment facilities (Debitcard/Cred-

    itcard/Net banking) and IDBI has 2 modes of payment

    (Debit/Credit). Consumer has to select any one option and

    click on pay now.

    On successful entry of the details, payment gets debited

    from the consumers account and receives an

    SMS/Email confirmation. Same gets adjusted to the

    consumer RR No on T+2 day basis. This can be verified

    by selecting payment history or to view the last

    transaction details. Also there is a provision to get receipt

    for payment made.

    Consumers will be taken to the bank page where he needs to

    enter the details and select make payment button.

    On successful entry of the details, payment gets debited from

    the consumers account and receives an SMS/Email

    confirmation. Same gets adjusted to the consumer account

    ID. This can be verified by selecting payment history or to

    view the last transaction details. Also there is a provision to

    get receipt for payment made.

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    Payment

    70. Whom to approach (contact details) in case registration for  E Payment fails or if registered, there is some issue?

    Consumer can register their request at our customer care centre by calling 1912.

    71. What is meant by E C S?

    ECS stands for ‘Electronic Clearing System’. ECS is convenient & easy service offered by BESCOM

    73. What is advance payment?

    If any consumer wants to pay the bill in advance then the minimum amount that can be deposited will be

    approximate according to his/her previous consumptions.

    74. What will happen if I do not pay the bill amount?

    Disconnection Notice is served and on nonpayment even after notice period, the connection will be

    disconnected.

    75. What if my cheque bounces?

    If the Cheque bounces then the consumer has to pay the Charges as applicable (present charges is of

    Rs.200/-) and a Late Payment Surcharge is also payable. The installation is liable for disconnection.

    76. Can I get back my Original Cheque?

    Original documents cannot be returned. However photocopy/scanned copy of the bounced cheque can be

    given by contacting Subdivision Office

    72. How to get ECS activated/deactivated?

    Consumer can approach SDO for availing the ECS services. Form can be downloaded from BESCOM’s

    Site at www.bescom.org. Fill up the form and drop it in Drop Box at the nearest Sub-division office.

    BESCOM will send the registration form to Consumer's bank for approval (if not done by the consumer).

    On receiving approval from consumer's bank, ECS service will be activated within 7 working days. In case

    of Auto pay your bank /credit card account will get auto debited. In case of Non-Auto pay you need to give

    payment instructions to Bill Desk. If consumer has provided an email id or mobile number, he will receive

    a registration confirmation by Email/SMS.

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    Payment

    77. What is NEFT & RTGS?

    NEFT(National Electronic Funds Transfer) / RTGS (Real Time Gross Settlement) is a facility

    introduced by the Reserve Bank of India (RBI), which is a nationwide electronic funds transfer system

    to move funds from any bank branch in any part of country to any other bank branch in another part of

    the country.

    79. What is meaning of A T P counter?

    ATP stands for “Any time Payment“ facility where a consumer can pay his electricity bill.

    80. Can I make payment of my bill in any of the ATPs /  cash collection counters of Bescom?

    Yes , you can make payment of bill in any of the ATPs / cash collection counters of Bescom

    78. What is the Bescom’s bank account number to which I may remit payments?

    Customers having access to net banking facility for their accounts ( with their own banks) can make

    payment via NEFT / RTGS payment using the below details:

    Beneficiary Name : BESCOM

    Beneficiary Bank: ************.

    Bank Branch : ************

    Account Type : ************

    Bank Account Number : AYZ XXXXXXXXXXX (Where XXXXXXXX denotes your CA number)

    IFSC Code : *********

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    Attribute change

    81. What Documents are required for Load Enhancement/

      Load Reduction/ Name Change/ Tariff Change?

    Name Change –

    In case of name change due to change in ownership – proof of ownership of property.

    In case of legal heir – mutation certificate/legal heir certificate

    In case of more than one legal heir – NOC from other legal heirs in addition to the mutation

    certificate/Legal heir certificate.

    Tariff Change –

    Application

    Municipal Corporation License in case of category change to Commercial or Industrial

    Certificate from Block Development Officer in case of category change to Agricultural

    Load Enhancement/Reduction – Application and Installation Test Certificate.

    84. From where to get the billing address changed?

    Consumer can contact his area Sub-Division Office and register the details and get the billing address

    changed.

    82. What are the charges for Load Enhancement/ Load Reduction/  Name Change/ Category Change?

    Load enhancement – Differential Security deposit and service line charges is payable.

    Name Change – Security Deposit is payable in case of non availability of NOC from existing consumer.

    83. Any Other Formalities Required for Load Enhancement/ Load Reduction/  Name Change/ Category Change?

    Last bill should be fully paid.

    Load reduction is not possible in less than 2 years for connections with load more than 100 KW.

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    Attribute change

    85. a) What are the documents required in case of Small Correction in

      Connection Details such as Spelling of Name, inadequate Address,  CD Amount, and Connection Status - Live/Dead?

    The documentary proof for the desired change along with last paid bill receipt.

      b) And is there any charge for the same. What is the timelines for  change to be reflected?

    No, there are no charges for these requests. The Changes will reflect in next bill. However, Consumer

    may check the status of his request at his area Sub-Division Office.

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    Web Self Service (wss)

    86. What is Web Self Service?

    Web Self Service (WSS) is a software application for internet users. WSS is more than web-technolo-

    gy solutions (website) which ease the customer in availing the services through online. The Web Self

    Service (WSS) which is one of the modules of RAPDRP covers not only such as usability, functionality,

    security, real-time integration, etc., but also the associated need to communicate and encourage

    self-service. WSS is designed to provide uniform consumer experience whether the consumer

    reaches BESCOM though Internet using WSS or Customer Care Center using phone or visit the

    section offices; Consumer should get all the services in a uniform way.

    87. What are the benefits of WSS?

    This service will help BESCOM to improve customer satisfaction and provide 24/7 service

    • Quick Pay – Consumer can quickly pay their bills, if they have their Account ID and Bill number

    without even logging in

      • Complaints Registration – Consumers can login all their complaints and grievances, using their

    Account ID in case of consumer specific complaints or by providing only phone number and

    location in case of generic complaints.

      • New Connection – Applying for new connection is possible by filling the application form online

    and submitting the necessary documents.

      • Check status – Complaints and new Connection status can be checked using complaint no /

    application no respectively

    88. What is the procedure to avail WSS service? (Access WSS Application)

    Consumers just need to register or enroll with the WSS portal to utilize the self service features offered by

    the utility website www.bescom.co.in User can create a login by providing a valid Account ID and bill

    number as part of validation. Once user id is created, users can login and see all their bills, select multiple

    bills and pay them. Services like Complaints registration, New Connection request and Quick Pay are

    available for consumers without having to register with WSS.

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    Web Self Service

    89. What are the features a consumer can get benefitted from WSS?

    Currently a consumer can access & get all details of Online Payment, Services, Tracking info on services

    and other details. Refer the list of facilities available in WSS.

    a. 

    Online Payment  Easy payment process

    b. 

    Services 1. Pay bill

    2. ConsumerComplaints

    3. New Connecton

    4. Name change

    5. Tariff  Change

    6. Load Change

    7. Meter Shiing

    8. Surrender Installaton

    9. Solar Rebate

    c. 

    Tracking of the Services 1. Pay bill

    2. Consumer Complaints

    3. New Connecton

    4. Name change

    5. Tariff  Change

    6. Load Change

    7. Meter Shiing

    8. Surrender Installaton

    9. Solar Rebate

    d. 

    Other Informaton 1. MIS reports

    2. RAPDRP Towns

    3. Street Light Problem

    4. Emergency Contact

    5. Emergency Contact tracker

     

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    90. What is meant by “Misuse of electricity”?

    “MISUSE OR UNAUTHORIZED USE OF ELECTRICITY” means the usage of electricity –

     (i) by any artificial means; or

    (ii) by a means not authorized by the concerned person or authority or licensee; or

    (iii) through a tampered meter; or

    (iv) For the purpose other than for which the usage of electricity was authorized.

    91. What is applicable Tariff in case of Misuse?

    In all the cases of misuse, penalty @ twice the tariff (usage category) shall continue to be levied on

    recorded consumption, as long as, the consumer continues with misuse i.e. using the electricity for the

    purpose other than for which the usage was authorized.

    92. What is misuse withdrawal Process?

    For withdrawal of misuse first of all consumer needs to stop misuse activity and then he can register

    the request for misuse withdrawal at Customer Care Centre. Site inspection will be done and after site

    inspection, if no misuse found at the time of inspection, misuse will be withdrawal accordingly from thedate of receipt of request from the consumer.

    93. Where to complain against theft of electricity?

    Call at 1912 and inform us about the incidence. Your details will be kept confidential.

    94. Where to complain against corruption / harassment?

    Call at 1912 and inform us about the incidence. Your details will be kept confidential.

    Misuse and theft

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    Temporary disconnection / Reconnection / Surrender

    95. How can Consumers with permanent power connections apply for

      Temporary disconnection / surrendering of connection?Visit your Sub-Division Office and submit following documents of consumer: ID proof, Last Paid Bill

    alongwith written representation.

    96. What is lock-in period?

    HT consumers, the lock in period will be of two years.

    97. How to apply for refund of security deposit and what are  the timelines for the same?

    Visit your Sub-Division Office and submit ID proof, with the written representation. Refund of deposit will

    be done within 60 days from the date of the reciept of requisition.

    98. How to apply for reconnection after making the part payment of  outstanding amount?

    After part payment, the consumers have to approach sub-division office and submit an application for

    reconnection along with details of payment and ID proof.

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    99. What should I do when I see

    i. Electrical fire in a premises3. Do not touch any material/equipment

    4. Switch off the main power supply and immediately call helpline

    5. Go out of the house or assemble in a safe zone for your personal safety

    ii. An electrical arc / burning in a transformer / line

    iii. Electrically unsafe condition like low clearance

     / bent poles

    iv. Power lines very close to a building

    v. Electrical accident

    vi. Power line passing at dangerously low levels

    above buildings.

    Do not go near the instrument/poles/wires.

    Immediately Call helpline - 1912

    or

    Lodge complaints at : www.bescompgrs.comor

    SMS to 92431 50000

    Safety

    101. An ELCB with 30mA setting trips very often thus causing inconvenience.  Is it safe to install an ELCB with higher setting?

     Any leakage current above 30 mA flowing through human body when he becomes a part of the circuit, can

    cause Cardio Pulmonary Failure (Stopping of breathing and heart function) even for a short while. Hence

    it is not advisable to install ELCB of settings higher than 30 mA. The cause of tripping such probable

    leakage in the circuit should be established and attended.

    102. Is it safe to operate the geyser switch with wet hands while in bath?

    Wet hand is a good conductor of electricity. Please do not operate the switch with water dripping. Mop

    your hand dry before operating the switch handle.

    100. Is it necessary to install Earth Leakage Circuit Breakers (ELCB)?

    It is recommended to have Earth Leakage Circuit Breaker in your house as it safeguards from electrical

    shocks. Even if it trips frequently due to leakage in the circuit, it should not be bypassed. Instead electrical

    appliances and circuits should be checked by a qualified electrician.

    www.bescom.org  37

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    Safety

    104. What should be done when somebody gets an electrical shock?

    In case of an electrical accident, turn off the supply immediately. Insulate yourself on a dry board /

    insulating material before removing the person in contact with the live part. Immediately call for a doctor

    and continue to give artificial respiration till medical assistance arrives.

    105. Is it safe to operate the geyser switch with wet hands while in bath?

    No. Water should not be poured on when the circuiton fire is live, i.e., carrying electricity. The electric

    supply should be put "OFF" first (to make the circuit

    DEAD or de-energised) before pouring water on the

    burning equipment / circuit.

    103. What is the purpose of Neutral and Earth in a supply system?

    The neutral in the supply line provides a return path to the current whereas Earth connection protects theequipment against any leakage of current. Earth connection is a major component of the circuit of ELCB.

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    Energy Efficiency

    107. Will CFL reduce my electric bill?

    Yes, because for the same illumination level CFL of lower wattage can be used.

    106. What is a Compact Fluorescent Lamp (CFL)?

    It is a special lamp, which delivers more lumen output at lower watts compared to ordinary tungsten

    filament lamps for the same wattage.

    Example: 11 watts CFL is equivalent to 60 watts ordinary Tungsten Filament lamp.

    109. Does the consumption of a ceiling fan depend on the position of

      the regulator?

    Yes. When a fan is running at faster speed, it consumes more power.

    108. Why consumption varies from season to season?

    Usage of electrical appliances is very strongly influenced by season.

    We tend to use heaters in winter & air-conditioners in summer.

    Day is shorter and night is longer in winter resulting in higher lighting load in winter than in summer.

    111. Where such a LED can be used?

    LEDs are used as indicator lamps in many devices. They are used in general lighting, aviation lighting,

    automotive lighting, advertising and traffic signals. The LEDs are used for street lighting and architectural

    lighting where color changing is required.

    110. Nowadays we hear of LED. What is it?

    LED means a light-emitting diode. LED is semi conductor equipment.

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    Energy Efficiency

    112. How will the use of LED reduce my electricity consumption?

    The LEDs are used as replacements to incandescent lamps and neon lamps. The wattage of these LEDsis far less than the incandescent and neon lamps and hence the electricity consumption gets reduced.

    With the invention of high powered white light LED the light output increased while maintaining the

    efficiency and reliability.

    113. What is the life time of LEDs?

    The LEDs are solid state device and is subjected to less wear and tear. The normal life is quoted at 25000

    hours. LED light bulbs could be a cost-effective option for lighting a home or office space because of their

    very long lifetimes

    114. What are the advantages and disadvantages of LEDs?

      • Efficiency: LEDs emit more light per watt than the incandescent lamps. The efficiency of

    LED lighting fixtures is not affected by shape and size, unlike fluorescent light bulbs or tubes.

    • Color: LEDs can emit light of an intended color without using any color filters as traditional

    lighting methods need. This is more efficient and can lower initial costs.

    • Size: LEDs can be very small and are easily attached to printed circuit boards.

    • Lifetime: LEDs can have a relatively long useful life.

    • Luminous efficacy: LED-based lighting sources is high luminous efficiency. White LEDs quickly

    matched and overtook the efficacy of standard incandescent lighting systems. The luminous

    efficacy of an LED is 18-22 lumens /watt as compared to 15 lumens / watt of incandescent lamp

    and 100 lumens / watt of fluorescent lamp.

    Advantages:

      • High initial price: LEDs are currently more expensive, price per lumen, on an initial capital

    cost basis, than most conventional lighting technologies.

    • Voltage sensitivity: LEDs must be supplied with the voltage above the threshold and a

    current below the rating. This can involve series resistors or current-regulated power

    supplies.

    Disadvantages:

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    LEDBulb

    CFLBulb

    IncandescentBulb

    Tips on energy conservation

    This section lists some tips on energy conservation

    • Switch off lights and electrical appliances when not in use• Make maximum use of sunlight; it is free. Avoid use of artificial lighting during day time

    • Use energy-saving tube lights and Compact Fluorescent Lamps (CFL) in place of incandescent lamps

    • Keep bulbs and tube lights clean to get brighter light

    • Use low wattage lamps for corridors and other less important areas

    • Do not unnecessarily open refrigerator doors

    • Avoid the use of decorative and concealed lighting

    • Use air conditioning and climate control equipment sparingly

    • Turn off all but security lights when the building is not occupied

    • Use solar water heaters

    • Use right size wiring. Do not use wires with many joints or loose joints

    • Use energy-efficient irrigation pump sets according to requirements and save up to 25% on electricity

    Pr

    Da

    Ele

    mo

    Mo

    Ye

     

    rescribed watt

    aily usage in h

    ectricity cons

    onth

     

    onthly saving

    early savings

    tage

    hours

    umption per

    Incandesbulb80

    4

    9.6 units/mo

     

    --

    --

    1000 hours

    scent CL1

    4

    onth 1

    6

    CompactLamp

     

    11

    4

     

    1.32 units/mo

     

    6000 - 8000 h

    Fluore

    nth

    hours

    escent

    Bill amount / month,

    assuming Rs. 5/- per unitRs. 48/- Rs. 6.6/-

    Rs. 41.4/-

    Rs. 496.8/-Approximate Lifetme

    Savings

    The following table lists energy savings on using CFL

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    Websites

    BESCOM Website (Screen Shot)

    BESCOM PGRS Website (Screen Shot)

    www.bescom.org

    www.bescompgrs.com

    1912

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    BESCOM Consumer Info

    113. Public Grievance Reddressel System (PGRS)

    The multi-point Public Grievance Reddressel Application of Bangalore Electricity Supply Company

    Limited (BESCOM) has been developed in order to provide an effective grievance reddressel

    mechanism for the consumers of BESCOM circle. The system has been so designed that it would

    cater to the redressal of grievances related to electricity and its uninterrupted supply in the circle

    24/7. The web based PGRS system can be accessed from anywhere through internet to log

    complaints. The system would be rolled out in 4 important phases. Linkages have been built in the

    software in such a manner that grievance received at any level can be forwarded anywhere within

    the BESCOM. Any consumer can log his/her complaints directly by PGRS website to central

    database without username & password with basic internet connection by own computer or mobile

    hand held devices. Consumer query will be received with a docket number as a feedback. Recently

    received complaint will be again pushed to SMS gateway inorder to send it to concerned officials

    (AEE) to resolve the complaint as well as the same will be displayed to any random executive for

    further follow ups.

    114. 24X7 Customer Helpline

     A 24X7 Customer Helpline is functioning in the premises of corporate office, Bangalore. The helpline

    number is 1912. There are 120 Customer Support Executives in the Customer Service Centre, to

    facilitate consumers. BESCOM has enriched its Customer helpline through the latest technologies

    where all the conversations between executives and consumers are being recorded. Through this system

    we are ensuring that call auditing is done which in turn enhances the quality of service being rendered to

    our consumers

    115. Customer Interaction Meeting (CIM) Schedule

    For better consumer service and timely disposal of consumer complaints, Customer Interaction Meeting

    will be held once in a month in all the Sub Divisions to resolve and redress the complaints of consumers.

    Meeting venue, date and time will be published well in advance by the Sub Divisional Office through local

    newspapers, handbills, notice board and electronic media. CIM schedule is available in the website to

    ascertain date and time of the CIM meeting well in advance. CIM is a consumer participatory. Here

    consumers can address their grievance. The same will be heard and CIM proceedings will be recorded,

    videographed and will be uploaded in youtube. Consumer will

    be issued with an acknowledgement indicating time to resolve

    the problem. In CIM, once consumer registers complaint,

    complaint will be heard at the Sub Divisional level. If the

    complaint is not addressed within the stipulated time by the

    concerned, the complaint will be escalated to next authority. In

    case, if the consumer is not satisfied with the service, consum-

    er can also appeal to Consumer Grievance Redressal Forum

    (CGRF), which is a quasi judicial body.

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    Miscellaneous Queries

    116. What is the complaint redressal mechanism at BESCOM?

    For any type of request/query/complaint, consumers may use any of the Touch Points/ following modes:

    • Helpline No 1912

    • Send SMS to 9243150000 for ex: BESCOM complaint

    • File a compalint through www.bescom.org

    118. Who would be responsible for the unsafe condition w.r.t the consumer  premises near to the BESCOM’s network and vice versa?

    BESCOM has laid down its network and installations in accordance with the applicable rules and

    regulations and in compliance with the statutory clearances. However it has been observed that with

    passage of time occupants have constructed/extended their buildings/superstructures in an unauthor-

    ized manner & to such an extent that the same has come in direct contact with network/installation

    which has been there since earlier times. In such cases it needs to be ascertained as to whether it was

    BESCOM’s network or the extended superstructure which was in existence before and accordingly

    requisite steps for removal of the unauthorized construction/extension are initiated. BESCOM therefore,

    advises its consumers to avoid coming close to its network, which can be very unsafe and even

    fatal at times. Please appreciate that BESCOM is not to be held responsible for any loss or injury

    suffered by any person or property as a result of any untoward incident taking place.

    117. How and where to approach for Pole Shifting?

    To get the pole shifted, an application along with the copy of id proof and last paid bill is required to be

    submitted at Sub-Division Office. After verification of documents, site visit is arranged to prepare an

    estimate and accordingly demand note is generated as per Regulatory guidelines. Once the payment of

    Demand note is done then pole will be shifted.

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    Bescom Consumer Info

    119. The Ombudsman

    The Karnataka Electricity Regulatory Commission has established an authority called as

    The Ombudsman to deal with complaints relating to electricity matters.

    Consumers can approach the Consumer Grievance Redressal Forum in case of any service flaws

    in form A. (Appendix-1) The details of CGRF can be seen in Appendix-2

    If a consumer is not satisfied with the orders of the CGRF, then the consumer can file an appeal to

    the Ombudsman.

    For more details contact:

    The OmbudsmanKarnataka Electricity Regulatory Commission,

    6th Floor, Mahalakshmi Chambers,

    M G Road, Bangalore - 560 001

    Tel: 080 2532 0213, 214, 339, 765

    Fax: 080 2532 0338

    Email: [email protected]

    Apart from complaints and greviances related to power theft, misuse and accidents, the ombuds-

    man is contact person for rest of complaints.

    A consumer must file an appeal before the Ombudsman within 30 days from receipt of the CGRF

    order in form B (Appendix-3).

    (i) What is the procedure for approaching Consumer Grievance RedressalForum (CGRF) for service flaws?

    (ii) When, why and how can a Consumer approach the Ombudsman?

    (iii) Within how many days does a consumer have to file an appeal beforethe Ombudsman?

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    4624x7 Helpline : 1912

    BESCOM Tariff

    Retail supply Tariff of BESCOM for FY 15 Existing, Proposed & Approved   1

       R   e   t   a   i   l   S   u   p   p   l   y   T   a   r   i   ff   a   p   p   r   o   v   e   d   b   y   K

     .   E .   R .   C .   i   n

       T   a   r   i   ff   O   r   d   e   r   2   0   1   4   d   a   t   e   d  :   1

       2   t   h   M   a   y   2   0   1   4

        F   o   r    B    E    S

        C    O    M

     

        S    l .    N   o

     .

        T   a   r    i    ff

        C   a   t   e   g   o   r   y

     

        C   a   t   e   g   o   r   y    D   e   s   c   r    i   p   t    i   o   n

     

        P   a   r   t    i   c   u    l   a   r   s 

        E   x    i   s   t    i   n   g    T   a   r    i    ff

       a   s   p   e   r

        T   a   r    i    ff    O   r    d   e   r  -

        2    0    1    3

        P   r

       o   p   o   s   e    d    b   y

        B    E    S    C    O    M

     

        A   p   p   r   o   v   e    d   a   s   p   e   r

     

        T   a   r    i    ff    O   r    d   e   r     2

        0    1    4

        R   e   m   a   r    k   s

     

        L   o   w    T   e   n   s    i   o   n

         S   u   p   p    l   y 

        1

        L    T  -    1

        B    h   a   g   y   a    J   y   o   t    h    i    /

        K   u   t    i   r   a    J   y   o   t    h    i 

        F   u    l    l   y   s   u    b   s    i    d    i   z   e    d    b   y

        G    O    K 

        F   r   e   e  

        F   r   e   e  

        F   r   e   e  

        F   u    l    l   y   s   u    b   s    i    d    i   z   e    d    b   y    G    O    K

     

        C   o   s   t   o    f    S   u   p   p    l   y   :

        5    3    6    P   s .    /   u   n    i   t

     

        C    h   a   n   g   e    i   n    C    D    T

     

        I   n   c   r   e   a   s   e

        d    b   y    3    2    P   a    i   s   e 

        M   o   n   t    h    l   y    M    i   n .   p   e   r

        I   n   s   t   a    l    l   a   t    i   o   n   p   e   r

        M   o   n   t    h .

        R   s    3    0    /  -

        R   s    3    0    /  -

        R   s    3    0    /  -

        C    D    T    (    C   o   m   m    i   s   s    i   o   n

        D   e   t   e   r   m    i   n   e    d    T   a   r    i    ff    )

        E    C   p   e   r    K    W    H

     

        5    0    4    P   s .

     

        5    0    4    P   s .

     

        5    3    6    P   s

     

        2

        L    T  -    2    (   a    )    (    i    ) 

        D   o   m   e   s   t    i   c

      -    A   p   p    l    i   c   a    b    l   e

       t   o    A   r   e   a   s   u   n    d   e   r    B   r   u    h   a   t

        B   a   n   g   a    l   o   r   e    M   a    h   a   n   g   a   r   a

        P   a    l    i    k   e    (    B    B    M    P    ) ,

     

        M   u   n    i   c    i   p   a    l

        C   o   r   p   o   r   a   t    i   o   n   s   a   n    d   a    l    l

     

        U   r    b   a   n    L   o   c   a    l    B   o    d    i   e   s

     

        S   a   n   c   t    i   o   n   e    d

         L   o   a    d 

        F    i   x   e    d    C    h   a   r   g   e    (    F    C    )

     

        F    C    F   o   r    I   s   t    K    W

     

        R   s .    2    5    /  -

        R   s .    2    5    /  -

        F    C    F   o   r    1   s   t 

        K    W 

        R   s .    2    5    /  -

        N   o    I   n   c   r   e   a   s   e

     

        F    C    F   o   r   a    d    d    l .    K    W

     

        R   s .    3    5    /  -

        R   s .    3    5    /  -

        F    C    F   o   r   a    d    d    l .    K    W

     

        R   s .    3    5    /  -

        N   o    I   n   c   r   e   a   s   e

     

        C   o   n   s   u   m   p   t    i   o   n

     

        E   n   e   r   g   y    C    h   a   r   g   e   s

        (    E    C    )

     

        0   t   o    3    0    K    W    H

     

        2    5    0    P   s

        3    1    6    P   s

     

        0   t   o    3    0    K    W    H

     

        2    7    0

        P   s

         2    0    P   s    I   n   c   r   e   a   s   e    d

     

        3    1   t   o    1    0    0    K    W    H

     

        3    7    0    P   s

        4    3    6    P   s

        3    1   t   o    1    0    0    K    W    H

     

        4    0    0

        P   s

        3    0    P   s    I   n   c   r   e   a   s   e    d

     

        1    0    1   t   o    2    0    0    K    W    H

     

        4    8    5    P   s

        5    5    1    P   s

        1    0    1   t   o    2    0    0    K    W    H

     

        5    2    5

        P   s

        4    0    P   s    I   n   c   r   e   a   s   e    d

     

        A    b   o   v   e    2    0    0    K    W    H

     

        5    8    5    P   s

        6    5    1    P   s

        A    b   o   v   e    2    0    0    K    W    H

     

        6    2    5

        P   s

        4    0    P   s    I   n   c   r   e   a   s   e    d

     

        3

        L    T  -    2    (   a    )    (    i    i    ) 

        D   o   m   e   s   t    i   c   –

        A   p   p    l    i   c   a    b    l   e

       t   o    A   r   e   a   s   u   n    d   e   r    V    i    l    l   a   g   e

        P   a   n   c    h   a   y   a   t   s

     

        S   a   n   c   t    i   o   n   e    d    L   o   a    d

     

        F    i   x   e    d    C    h   a   r   g   e    (    F    C    )

     

        F    C    F   o   r    I   s   t    K    W

     

        R   s .    1    5    /  -

        R   s .    1    5    /  -

        F    C    F   o   r    1   s   t 

        K    W 

        R   s .    1    5    /  -

        N   o    I   n   c   r   e   a   s   e

     

        F    C    F   o   r   a    d    d    l .    K    W

     

        R   s .    2    5    /  -

        R   s .    2    5    /  -

        F    C    F   o   r   a    d    d    l .    K    W

     

        R   s .    2    5    /  -

        N   o    I   n   c   r   e   a   s   e

     

        C   o   n   s   u   m   p   t    i   o   n 

        E   n   e   r   g   y    C    h   a   r   g   e   s

        (    E    C    )

     

        0   t   o    3    0    K    W    H

     

        2    4    0    P   s

        3    0    6    P   s .

        0   t   o    3    0    K    W    H

     

        2    6    0

        P   s

        2    0    P   s    I   n   c   r   e   a   s   e    d

     

        3    1   t   o    1    0    0    K    W    H

     

        3    4    0    P   s

        4    0    6    P   s

        3    1   t   o    1    0    0    K    W    H

     

        3    7    0

        P   s

         3    0    P   s    I   n   c   r   e   a   s   e    d

     

        1    0    1   t   o    2    0    0    K    W    H

     

        4    5    5    P   s

        5    2    1    P   s

        1    0    1   t   o    2    0    0    K    W    H

     

        4    9    5

        P   s

        4    0

        P   s    I   n   c   r   e   a   s   e    d

     

        A    b   o   v   e    2    0    0    K    W    H

     

        5    3    5    P   s

        6    0    1    P   s

        A    b   o   v   e    2    0    0    K    W    H

     

        5    7    5

        P   s

        4    0

        P   s    I   n   c   r   e   a   s   e    d

     

    46

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    BESCOM Tariff

    47

        4

        L    T  -    2    (    b    )    (    i    )

        P   v   t .    E    d   u   c   a   t    i   o   n   a    l

        I   n   s   t    i   t   u   t    i   o   n   s    &    P   v   t .

        H   o   s   p    i   t   a    l   s   a   n    d    N   u   r   s    i   n   g

        H   o   m   e   s   :

        A   p   p    l    i   c   a    b    l   e   t   o    A   r   e   a   s

       u   n    d   e   r    B   r   u    h   a   t

        B   a   n   g   a    l   o   r   e    M   a    h   a   n   g   a   r   a

        P   a    l    i    k   e    (    B    B    M    P    ) ,

        M   u   n    i   c    i   p   a    l

        C   o   r   p   o   r   a   t    i   o   n   s   a   n    d   a    l    l

       a   r   e   a   s   c   o

       m    i   n   g   u   n    d   e   r

        U   r    b   a   n    L   o   c   a    l    B   o    d    i   e   s .

     

        S   a   n   c   t    i   o   n   e    d    L   o   a    d

     

        F    i   x   e    d    C    h   a   r   g   e    (    F    C    )

     

        F    C   p   e   r    K    W

     

        R   s .    3    5    /  -

        R   s .    3    5    /  -

        F    C

       p   e   r    K    W

     

        R   s .    3    5    /  -

        N   o    I   n   c   r   e   a   s   e

     

        F    C    M    i   n    i   m   u   m   p   e   r

        M   o   n   t    h 

        R   s .    6    5    /  -

        R   s .    6    5    /  -

        F    C    M    i   n    i   m   u   m   p   e   r

       m   o   n   t    h 

        R   s .    6    5    /  -

        N   o    I   n   c   r   e   a   s   e

     

        C   o   n   s   u   m   p   t    i   o   n

     

        E   n   e   r   g   y    C    h   a   r   g   e   s

        (    E    C    )

     

        0   t   o    2    0    0    K    W    H

     

        5    7    0    P   s

        6    3    6    P   s

        0   t   o    2    0    0    K    W    H

     

        6    0    0

        P   s

        3    0    P   s    I   n   c   r   e   a   s   e    d

     

       a    b   o   v   e    2    0    0    K    W    H

     

        6    7    0    P   s

        7    3    6    P   s

       a    b   o   v   e    2    0    0    K    W    H

     

        7    2    0

        P   s

        5    0    P   s    I   n   c   r   e   a   s   e    d

     

        5

        L    T  -    2    (    b    )    (    i    i    )

     

        P   v   t .    E    d   u   c   a   t    i   o   n   a    l

        I   n   s   t    i   t   u   t    i   o   n   s   a   n    d    P   v   t .

        H   o   s   p    i   t   a    l    &    N   u   r   s    i   n   g

        H   o   m   e   s

      -    A   p   p    l    i   c   a    b    l   e   t   o

        A   r   e   a   s   c   o   m    i   n   g   u   n    d

       e   r

        V    i    l    l   a   g   e    P   a   n   c    h   a   y   a   t   s

     

        S   a   n   c   t    i   o   n   e    d    L   o   a    d

     

        F    i   x   e    d    C    h   a   r   g   e    (    F    C    )

     

        F    C   p   e   r    K    W

     

        R   s .    2    5    /  -

        R   s .    2    5    /  -

        F    C   p   e   r    K    W

     

        R   s .    2    5    /  -

        N   o    I   n   c   r   e   a   s   e

     

        F    C    M    i   n    i   m   u   m   p   e   r

        M   o   n   t    h 

        R   s .    5    0    /  -

        R   s .    5    0    /  -

        F    C    M    i   n .   p   e   r

       m   o   n   t    h 

        R   s .    5    0    /  -

        N   o    I   n   c   r   e   a   s   e

     

        C   o   n   s   u   m   p   t    i   o   n

     

        E   n   e   r   g   y    C    h   a   r   g   e   s

        (    E    C    )

     

        0   t   o    2    0    0    K    W    H 

        5    2    0    P   s

        5    8    6    P   s

        0   t   o    2    0    0    K    W    H

     

        5    5    0

        P   s

        3    0    P   s    I   n   c   r   e   a   s   e    d

     

       a    b   o   v   e    2    0    0    K    W    H

     

        6    2    0    P   s

        6    8    6    P   s

       a    b   o   v   e    2    0    0    K    W    H

     

        6    7    0

        P   s

        5    0    P   s    I   n   c   r   e   a   s   e    d

     

        6

        L    T  -    3    (    i    )

     

        C   o   m   m   e   r   c    i   a    l   :

      –

        A   p   p    l    i   c   a    b    l   e   t   o   a   r   e   a   s

       c   o   m    i   n   g   u   n    d   e   r

        B   r   u    h   a   t

        B   a   n   g   a    l   o   r   e    M   a    h   a   n   g   a   r   a

        P   a    l    i    k   e    (    B    B    M    P    ) ,

        M   u   n    i   c    i   p   a    l

        C   o   r  �