RAJASTHAN ELECTRICITY REGULATORY · PDF fileCoram: Shri D.C. Samant, Chairman Shri S. Dhawan,...

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RAJASTHAN ELECTRICITY REGULATORY COMMISSION

JAIPUR Suo-Motu

In the matter of Rajasthan Electricity Regulatory Commission (Distribution

Licensee’s Standards of Performance) Regulations, 2012 Coram: Shri D.C. Samant, Chairman

Shri S. Dhawan, Member

Date of hearing: 18.06.2013

Date of Order: 17.02.2014

Memo on Statement of objects & reasons and consideration

of Comments / Suggestions, received from various stakeholders

1. The Rajasthan Electricity Regulatory Commission, in exercise of the powers

conferred on it by sections 57 to 59 read with sections 86(1)(i), 181(1) and

181(2)(za & zb) of the Electricity Act, 2003 (36 of 2003) and all other powers

enabling it in this behalf, prepared the draft Rajasthan Electricity

Regulatory Commission (Distribution Licensee’s Standards of Performance)

Regulations, 2012 (‘SOP Regulations’ in short) and invited suggestions /

comments from the stakeholders, by publishing Public Notice in following

news papers:

1) Dainik Bhaskar dated 03.11.2012

2) Dainik Navjyoti dated 03.11.2012

3) Times of India dated 03.11.2012

The draft Regulations, along with background note, was placed on the

Commission’s website. The last date for offering suggestions or comments

was kept as 30.11.2012.

2. The copies of draft Regulations were also sent to the members of the State

Advisory Committee of the Commission, for offering their suggestions.

3. On the request from the Members of the State Advisory Committee made

during its 14th meeting held on 23.11.2012, the last date for offering

suggestions or comments, was extended up to 21.12.2012 by publishing

Public Notice in the following news papers:

1) Rajasthan Patrika dated 28.11.2012

2) Rastradoot dated 28.11.2012

3) Times of India dated 29.11.2012.

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The Members were also intimated through letters, about such extension of

the last date for offering suggestions or comments.

4. The Commission received comments/ suggestions from the following

stakeholders within the due date of 21.12.2012:

1) Sh. Narendra Agarwal, Taranagar

2) Sh. D.P.Chirania, Retired CE, RVPNL, Jaipur

3) Sh. Rajendra Kumar Mehta, Bundi

4) Sh. B. M. Sanadhya, Director, Samta Power, Jaipur

5) Sh. Shanti Prasad, Jaipur

6) Sh. Y. K. Bolia, Director, Samta Power, Udaipur

7) Sh. G.L. Sharma, Jaipur

8) Sh. R.G. Gupta, Chief Executive, RVVS, Jaipur

9) Sh. B.L. Jat, Gen. Secy, RSEB Engineers Association, Jaipur

10) Sh. Rakesh Kumar Parmar, Samajik Vikas Samiti, Dholpur

11) Sh. Pramod Jhanwar, Maruti Sewa Samiti, Udaipur

12) Sh. S.C. Kothari, Member, Samta Power, Beawar

5. The Distribution l icensees, named as under, offered their

suggestions/ comments after the last date of 21.12.2012. However,

keeping in view the requirement under the Section 57(1) of the Act to

specify the Standards of Performance of the licensees after consultation

with them, the suggestions/ comments so received have also been

considered:

1) Jaipur Vidyut Vitran Nigam Ltd., Jaipur (JVVNL)

2) Jodhpur Vidyut Vitran Nigam Ltd., Jodhpur (JdVVNL)

3) Ajmer Vidyut Vitran Nigam Ltd., Ajmer (AVVNL)

6. The hearing in the matter was held on 18.06.2013, wherein the following

were present:

S. No. Name of Stakeholders

1. Sh. R.C. Jain, Dy. CE (HQ), JdVVNL

2. Sh. A.K. Mathur, S. E.(RA&C), JdVVNL

3. Sh. L.N. Soni, XEn (RA), JdVVNL

4. Sh. Arvind Jain, AEn (Comml.), JdVVNL

5. Sh. R. P. Agrawal, S.E. (Comml.), JVVNL

6. Sh. Ajeet Saxena, XEn (RA&R), JVVNL

7. Sh. S. T. Hussain, AEn (RA&R), JVVNL

8. Sh. V.K. Agrawal, XEn (Comml.), AVVNL

9. Sh. R.L. Chechani , Consultant, Rajasthan Discoms

10. Sh. R. G. Gupta, Chief Executive, RVVS, Jaipur

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11. Sh. R. Jhalani, Director, RVVS

12. Sh. Satish Sharma, Sr. Vice President (HQ), PEAR

13. Sh. Y. K. Bolia, Director, Samta Power, Udaipur

14. Sh. S. C. Kothari, Member, Samta Power, Beawar

15. Sh. D. P. Chirania, Retired CE, RVPNL, Jaipur

16. Sh. B. L. Jat, Gen. Secy, RSEB Engineers Association, Jaipur

17. Sh. G. L. Sharma, Jaipur

18. Sh. M. C. Agrawal, Retired S.E., JVVNL

19. Sh. Mohd. Wahid, CA.

20. Sh. B. M. Sanadhya, Director, Samta Power, Jaipur

7. All the three members of the Commission were present during the hearing

in the matter. However, one member namely Shri S. K. Mittal has demitted

office on completion of his tenure. This order, therefore, is being passed by

two members, including Chairman of the Commission.

Stakeholders’ Comments / suggestions and Commission’s

view & decision

8. The Commission has received a number of comments / suggestions from

the various stakeholders, listed above. These comments / suggestions,

being very useful, have been given due cognizance in finalising these SOP

Regulations for the Distribution licensees. The Stakeholders’ comments /

suggestions have been analysed as under along with the Commission’s

view and decision:

I. General comments on Discom’s staffing pattern and

requirements to meet standards

II. Other general comments

III. Comments/ suggestions on the draft Regulations

IV. Comments/ suggestions on the Schedules to the draft

Regulations

I. General Comments on Discoms’s staffing pattern and requirements to

meet standards

Shri Y. K. Bolia

1) During the hearing, Shri Bolia suggested that “Time-Motion Studies”

should be got conducted by the Discoms which would facilitate the

Commission to specify realistic Standards of Performance. He expressed

his concern as regards shortage of technical staff with Discoms

especially in Rural areas.

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2) He mentioned that at some places, for as many as 25 numbers of

villages, only 1 complaint- attendant is deployed, who, at times, is more

than 50 years old. He emphasized that there should be required staff

along with provision of accountability of Helper and above cadre. At

many places, particularly in rural sector, the staff deployed is illiterate,

with the result that whatever data is made available to the Commission

by Discoms, may not reflect the complete and correct picture. Shri

Bolia pointed out that the staffing pattern was set up way back in 1969

in the times of the then RSEB. Based on those norms, as per consumer–

employee ratio, the employee strength should now be around 1.0 Lac

against which it is only 36,000 and moreover most of these employees

are at the verge of retirement. At that time there was one technical

employee on an average for every 70 numbers of consumers, while

today, it is for around 250 consumers on an average. He expressed

concern on shortage of technical hands which affects the service

standards.

3) He voiced his concern that there are many Sub-divisions with as many

as 30,000 to 40,000 numbers of consumers but with no Accountant,

A.R.O., and Meter Reader etc.

4) Shri Bolia recalled that in RSEB time, there was one post of Chief

Engineer of protection, which has subsequently been abolished. Now a

days, the Discoms are involved in the metering process only with hardly

any care, time or resources, oriented to Protection side.

5) He wondered that on one hand, the complaints are proposed to be

entertained on SMS, mail or voice mail but on other hand, the technical

workers do not have even bare essential tools like torch or even hand

gloves or pliers. He mentioned that the limit of Rs.50/- per month,

towards petrol expenses, approved for the Junior Engineers of the field,

four decades back, has yet not been revised.

6) He said that the ‘RAPSAR’ Act is yet another handicap, in deploying the

staff. The manpower contract of a 33 kV GSS is awarded for as low an

amount as Rs.10,000/month, which hardly suffices even for 2 persons for

24 hours, resulting in shortage of staff at such places.

7) Further, during the RSEB days, an exhaustive training of the officers of

different wings was used to be conducted by the management for

almost 2 months period but these days, the training session lasts for only

4 days.

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Shri B. L. Jat

8) During the hearing, Shri Jat argued that in 1967, there was one Sub-

division after every 8000 number of consumers in rural and 12000 in

urban, but to-day the number of sub-stations are much short of the

required number. Till such time the resources are made available, the

SOP provisions should not be enforced.

9) He said that on one hand, there are provisions of penalty in the Public

Services Guarantee Rules, on other hand many Sub-divisions are devoid

of employees. In 1985 there were 25 consumers per employee and now

there are about 250 consumers per employee. The O&M safety

measures are very old. It is very difficult to handle above one crore of

consumers. Therefore, ground realities be seen before enforcing the

SOP Regulations.

Shri B. M. Sanadhya

10) Shri Sanadhya pointed out various norms being followed in the erstwhile

RSEB regime due to which the problems listed in the draft Regulations

were not appearing. These norms are not being followed now; for

example:

i. Provision of map indicating whole network.

ii. Indexing of poles, distribution Sub-stations and consumers.

iii. REC Register indicating details of infrastructure and progress of each

village and information about all types of assets.

iv. There were four documents relating to Meter Readings, mentioned in

the Revenue Manual– A-10: Meter Reading Binder, A-27:

Consumption Variation Register, A-30: Meter Reader Reports and A-

51: Meter Card put on the meter. Through these documents all the

problems relating to meter were monitored and redressed.

v. Provision of bill distribution receipt and getting consumer's receipt in

the book.

11) He advised the Discoms to adopt earlier procedure/norms so as to

reduce the consumer complaints.

12) Shri Sanadhya also advised that staffing pattern vis-a-vis work load

should be reviewed every year and ensured regular line patrolling &

sub-station inspection. The provision of R&D should also be

incorporated.

13) Before releasing connections, the Discoms should ensure the testing of

consumer’s installation specifically for proper earthling, ELCB, over load

protection, over voltage protection, short circuit protection etc.

14) During the hearing, Shri B. M. Sanadhya stressed the need of preventive

maintenance by the Discoms. He mentioned that the Regulations

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provide for “Symptomatic” treatment only and the provision of

compensation will not help. He stressed the need for review of staffing

pattern. The process of indexing should be there and any change

should first be in the map of the Sub-division, before any alteration is

made at site. He advised that the pole should bear its identity number,

after proper survey is conducted. He underlined the significance of

formation of sub-groups, comprising labour and consumers, so that

“Chaupal” concept may be implemented.

Shri R. G. Gupta

15) During hearing Shri R. G. Gupta said that there is vast gap between the

desired level of standards to be maintained by the licensees and their

capability to do so. He said that Discoms are short of required staff and

this adds to their difficulty. He argued that regulator can play an

important role in removing this difficulty, more so as licensees on their

own are not able to get the required staff sanctioned from the Govt.

He drew attention of the Commission towards Sec. 86 (1) (i) which reads

as “specify or enforce standards with respect to quality, continuity and

reliability of service by licensees” and contended that State

Commission is not only required to specify standards but even its

enforcement falls within its domain. He further stated that since

inadequate staff is also a constraint, the Commission can intervene and

pass appropriate order under this provision. He accordingly suggested

that Commission should engage itself and approve the requirement of

staff to enforce the standards of performance. He also suggested that

Board of Directors and the higher management should also be

responsible for enforcing standard of performance instead of leaving

that to concerned AEN and other lower levels.

Shri S. C. Kothari

16) During the hearing, Shri Kothari complained against the general

callousness of the Discoms’ response in respect of complaints and

mentioned that despite repeated complaints and suggestions, the

results were always missing.

Jaipur Discom

17) Shri Ajeet Saxena, Executive Engineer mentioned on behalf of Jaipur

Discom that it can be appreciated by one and all that despite

absence of provision of compensation so far, the Discoms’ officers are

working day and night to meet the consumers’ aspirations.

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Commission’s views

18) Commission has given careful consideration to the suggestion of Shri

R.G.Gupta as regards steps required to bridge the gap between

capabilities of the Discoms on the one hand and the responsibility of

them to maintain specific standards on the other. Commission has also

taken note of the strong comments of various stakeholders as regards

the necessity of removing the constraint of technical staff with Discoms

and their appropriate strengthening to meet with specified standards.

However, Commission believes that it is for the licensees to work out the

requirement and take up the matter with the Govt. at the appropriate

levels to see that staff related issues are suitably addressed. From the

presentation of various stakeholders it does appear that appropriate

strengthening of Discoms is required. Having said that Commission

would also like to clarify that it would not be appropriate for the

Commission to get involved in assessing the staff related requirement of

licensees, which better needs to be done by them.

19) In view of the above discussed position, the Commission is not inclined

to accept the suggestion of the stakeholder that Commission should

invoke its power under Sec. 86(1)(i) and approve requirement of staff

for enforcing SOP. However, Discoms must take necessary steps to

strength their field set up for meeting the Standards and for timely

redressal of consumers’ complaints.

II. Other General Comments

Shri R. G. Gupta

1) During the hearing, Shri Gupta said that the consumer indexing could

be enforced and regulated by the Regulatory intervention only. He

mentioned the independent performance audit, for which the Model

Regulations of the FOR can be considered.

Shri S.C. Kothari

2) A consumer advocacy cell may be instituted by the Commission to

provide the legal advice, support & assistance to complainant for

representing their case before the Ombudsman. Such a Cell should be

funded by the Commission. The Cell may also perform additional

functions as specified under Model Regulations as detailed below.

(i)Half Yearly review of grievances, representations & reports submitted

by the Forum & the Ombudsman in order to advice the Commission on

improvements to be made in the Regulations.

(ii) Analysis of reports submitted by the Licensees with regard to levels

of performance achieved on performance standards specified under

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section 57 (Consumer Protection Standards of Performance of

Licensee) of the Act.

(iii)Facilitate capacity building of consumer groups & ensure their

effective representation for enhancing the efficiency of regulatory

processes.


3) The Commission noted the comments / suggestions furnished by the

Stakeholders.

III. Comments / suggestions on the draft Regulations

Shri D. P. Chirania

1) The Commission is in process of revising the already existing RERC

(Distribution Licensee’s Standards of Performance) Regulations, 2003.

The proper way of revision in any existing regulation is to state the

existing section, one by one, and if there is any proposed revision of the

same, than produce the revision by the side of the existing one with a

little commentary on the ground of the proposed revision so that a

clear picture is available to the commentator before he or she can

comment. The Commission has not followed this normal procedure of

inviting comments on the proposed revision and therefore, the

preliminary objection is that the Commission should follow proper

procedure of inviting comments on the revision of an existing

regulation. When it is a revision of an existing regulation, it cannot be

termed as draft Regulation. In fact, it is the case of proposed

amendments in an existing Regulation.

Shri R. G. Gupta

2) During the hearing, Shri Gupta advised that in the SOP Regulations,

2003, the provision for adjustment of the Security in case of reporting of

a burnt meter was in place and the same should be retained in the

following manner, in the proposed Regulations as well, :

“In case burning of the meter/metering system is due to causes

attributable to consumer (like tampering, defects in consumer’s

installation, excessive leakage to meter due to falling of water on

meter, unauthorized connection of additional load by the

consumer etc.), then meter security will be adjusted towards cost

and consumer shall be served notice to deposit meter security

amount afresh and cost of associated equipments/materials (e.g.

meter box, MCBs, and/or service line etc.)”

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Shri S.C. Kothari

3) The Commission should follow the normal procedure of inviting

comments on the proposed revision and therefore, the preliminary

objection is that the Commission should follow proper procedure of

inviting comments on the revision of an existing Regulation.

Shri G. L. Sharma

4) On 5.7.2011 the State Government has issued the Public Services

Guarantee Document and the Commission’s efforts should be such that

the various provisions of the SOP Regulations do not overlap with that

document.

Shri Rakesh Kumar Parmar

5) The draft Regulations were notified for previous publication in English

only. Rajasthan being a Hindi language State, the draft should also be

made available in Hindi.

6) Further, the Standards of Performance along-with admissible time limit

should also be printed on the back side of the consumers’ electricity

bills and also be indicated outside the Discoms’ Offices.


7) The reasons for replacing the existing Regulations have already been

elaborated in the Background Note attached with the draft

Regulations. The Commission has initiated the process by way of

previous publication, which is as per the requirement of the Electricity

Act, 2003. The above observation is with respect to the comments of

Shri Chirania and Shri Kothari about the mechanism of framing the

revised SOP Regulations.

8) As regards the suggestion of Shri R. G. Gupta, Commission agrees with

the suggestion that the matter of charging meter cost and adjustment

of security relate to the Supply Code Regulations. Accordingly, the

Regulation 12(1) of the draft stands revised as under:

‘Save as otherwise provided in these regulations, the RERC

(Distribution Licensee’s Standards of Performance) Regulations,

2003 are hereby repealed on coming into force of these

regulations except the Regulation 9(iii) thereof so far as charging

of cost / security in case of burnt meters, is concerned which will

remain in force till it is incorporated in the RERC (Supply Code and

Connected Matters) Regulations, 2004.’

9) As regards the suggestion of Shri G. L. Sharma, it is stated that while

preparing the draft Regulations, the provisions appearing under the

Public Services Guarantee Act were kept in view. However, provisions

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relating to release of connections, meters etc. shall be as prevailing in

the RERC (Supply Code and connected matters) Regulations, 2004 and

RERC (Metering) Regulations, 2007; specified by the Commission under

the Electricity Act, 2003.

10) The requirement of Hindi version of the draft regulation, as sought by

Shri Rakesh Kumar Parmar, was met. The printing of the all SOP data at

the reverse side of the bill or indicating the same outside the Discoms’

offices is not feasible.

Background note

Shri D. P. Chirania and Shri S.C. Kothari

11) After examining / reviewing the position, the Commission should have

annexed the outcome of the findings so collected in r/o other SERC/

Forum of Regulators for proper examining of the parameters under

reference for thorough study of the terms & conditions prevailing in

other SERCs, so as to enable to submit comments more precisely.


12) As regards the position prevailing in other SERCs and Report of Forum of

Regulators, the same are available on Internet. The Commission did not

find it appropriate to annex such studies with the draft regulations.

Preamble

Shri G.L. Sharma

13) In the opening para, the words appearing as “after previous

publication” may be deleted as the proposed Regulation 1(2) already

takes care in this respect and such wordings in opening para are not

required.

14) In place of words “after previous publication” the word “hereby” may

be placed.


15) The suggestions of Shri G. L. Sharma and Shri S.C. Kothari are accepted

and accordingly the words “after previous publication” have been

replaced with the word “hereby”.

Regulation 1. Title and Commencement


16) The words used in bracket in Regulation 1(1) i.e. ‘Distribution Licensee’s

Standards of Performance’ are being modified as ‘Standards of

Performance for Distribution Licensees’ as this gives a better expression

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for the title of SOP Regulations. Similarly, year in the title is being

changed from ‘2012’ to ‘2014’. Accordingly, the Regulation 1(1) shall

be as under:

‘(1) These Regulations shall be called the ‘Rajasthan Electricity

Regulatory Commission (Standards of Performance for Distribution

Licensees) Regulations, 2014.’

17) The Commission has given careful consideration to the position strongly

brought out and articulated a number of stakeholders as regards

inadequacy of staff and infrastructure to meet the standards envisaged

in the draft SoP Regulations. It has been said that there is vast gap

between the desired level of standards to be maintained by the

Licensees and their capability to do so. It has also been brought to our

notice that there is shortage of technical staff, particularly in remote

and rural areas and even the essential tools to maintain and operate

system are not available with field staff in such rural and remote areas.

The constraints of the licensees in induction of technical and other staff

due to applicability of RAPSAR Act and ageing of the existing field staff

has also been strongly highlighted.

18) However, the Commission is of the view that despite inadequacy and

shortcomings highlighted during hearing, specifications of revised

standards of performance by Distribution Licensees under Section 57 of

the Electricity Act need not be deferred or delayed. Standards of

Performance were earlier specified in the year 2003 and situation since

then has undergone considerably change.

19) In view of the discussed position, the new SOP Regulations based on

draft need to be finalised. The Distribution Licensees would need to

gear up to be able to meet the standards. The augmentation and

strengthening of system, wherever required, will have to be planned

and implemented. The field staff should be equipped with the required

tools and equipments for redressing consumers’ complaints and

grievances and shortage of technical and other staff would also have

to be appropriately addressed, and if required, the matter would need

to be taken up with the Government at appropriate level.

20) However, considering the said position, the Commission is of the view

that certain moratorium period should be allowed to the Discoms for

enforcing these regulations and the provision of compensation as

determined and specified in the regulations should be made effective

from a date to be notified separately. Accordingly, the proposed

Regulations 1(2) has been revised as under:

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‘(2) These Regulations shall come into force with effect from

1st October, 2014. However compensation amount for the non-

compliance of these Regulations by the licensees, shall be

payable to the affected persons, from the date(s) to be notified

separately by the Commission.’

Regulation 2. Scope of Application

Shri R. G. Gupta and Shri G. L. Sharma

21) Scope of application may be the same as contained at para 3.1 of the

Forum of Regulator which is re-produced below:

“These regulations shall be applicable to all the distribution licensee

including deemed licensee under section-14 of the Act and its

consumers in the State of Rajasthan.”


22) The standards are for the Discoms to comply with therefore there is no

need to include ‘consumers’ in the Regulations. Similarly, there is no

need to refer the Section 14 of the Act, under which license is granted.

Hence, no change is required in the existing draft Regulation.

Regulation 3. Definitions

Shri D. P. Chirania

23) For serial numbers 6,7 and 9, a word ‘nominal’ may be added before

‘voltage’ because the system voltage is known by its nominal voltage

with a certain upper and lower limits.

24) The words ‘and panchayat Samities’ may be added at the end of

item (10)

Shri G.L. Sharma

25) In Reg. 3(2) the word “retail” may be deleted as licensee makes retail

and bulk both kind of supply.

26) In Reg. 3(3):

(a) The words “with adequate technology” is required to be

deleted as it is the responsibility of the licensee itself to do so. If

they do not do so, they will themselves bear the consequences.

Further by keeping these words, in the event that licensee does

not have such arrangement, should it be appropriate not to

consider such centres as “call centre” and any complaint

registered at such centre will not be considered as a legitimate

complaint etc.

(b) again the word “retail” in this regulation be deleted.

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(c) The words “round the clock throughout the year” appearing in

this regulation may be deleted. Once the complaint has been

registered it is the responsibility of the licensee to address the

same within the time specified in these Regulations.

(iii) At the end of the Regulation, between the words “not defined

in these regulations” and the words “but defined elsewhere,”

the following words may be added :-

“Or in the Electricity Act or in the rules and regulations made

there under”

27) Further the word “elsewhere” may also be replaced with the words “in

any law passed by a competent legislature and appropriate to

electricity entity in the State” as meaning of “elsewhere” could be

taken in some other way.

Shri R. G. Gupta

28) It is understood that ‘Rural area’ and ‘Urban area’ as defined,

completely covers the geographically jurisdiction of the licensee for

which the licence has been granted. However, it may be further

ensured that no area or consumer of licensee is left uncovered by these

regulations.

Shri S.C. Kothari

29) The words ‘and panchayat Samities’ may be added at the end of item

(10).

30) The word “Industrial estates of township” may be deleted in the item

no. 12 “Urban Area”.

Reply from Jaipur Discom:

31) The word nominal may be added before ‘voltage’ to maintain status

quo with the technical vocabulary.

32) The ‘panchayat samities’ may be added to add more clarity.


33) The suggestions of Shri Chirania, as also agreed by the Jaipur Discom,

to replace the word “voltage” by the expression “nominal voltage” and

to add Panchayat Samities in Rural Areas, have been agreed to.

34) The suggestion of Shri G. L. Sharma to delete the word “retail” in

Regulation 3(2) and 3(3) has also been agreed to.

35) Considering the suggestion of Shri G. L. Sharma about definitions of

other words, the last para of the Regulation has been modified so as to

reworded as under:

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‘Words and expression used and not defined in these regulations but

defined in the Act shall have the meanings assigned to them in the

Act. Expressions used herein but not specifically defined in these

regulations or in the Acts but defined under any law passed by a

competent legislature and applicable to the electricity industry in the

state shall have the meaning assigned to them in such law.’

36) Other suggestions of the stakeholders have not been found

acceptable.

Regulation 4. Guaranteed Standards of Performance


37) 4 (1): In the first line, the word ‘possible’ need to be deleted as it is

making the things uncertain.

38) 4 (2) : It is irrelevant and confusing and thus be deleted.

39) Please include the clauses 3.i to 3. vi of the earlier Regulation as these

are very important and deletion of the same in the revised form dilutes

the things. The sanctity of the Regulation is getting lost in absence of

these. Salient part of these clauses with certain addition/deletion is

reproduced as under for appropriately including the same:

i. The licensee shall register every complaint made by a consumer

whether verbally or in writing regarding failure/interruption of power

supply, quality of power supply, meters/meter boxes/metering

system’s service line, payment of bills and other services relating to

power supply free of any charge.

ii. A unique number shall be allotted to each complaint. This complaint

number shall be conveyed to the consumer.

iii. Complaints in respect of supply of electricity, its metering, billing and

payment thereof, shall be made at specified offices and the Call-

center of the licensee.

iv. Licensee shall convey the name of office(s), its address(s), e-mail

address and telephone numbers where the consumer can lodge

complaints, at least once with the electricity bill and also display it at

the AEn’s office.

v. The office where a complaint is registered shall dispose of it and if any

instruction/sanction is to be obtained from a higher authority, it shall

be obtained by the complaint registering office.

vi. The complainant should not be required to approach such higher

authority.

vii. Complaints against non-registration of complaints and failure to

perform within the time limits and/or to meet the performance targets,

as specified in these regulations, shall be made to the concerned

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Executive Engineer and in case of unsatisfactory disposal of complaint

to Superintending Engineer (O&M).

viii. In case a consumer is not satisfied with the disposal of complaint even

after taking the issue at the level of Executive Engineer/

Superintending Engineer, he can approach the complaint redressal

committee.

ix. The licensee shall ensure holding of complaint redressal meetings

where entry shall be free and consumers will be able to file their

complaints. These meeting shall be held in the office of Assistant

Engineer on 10th of every month and in the office of the

Superintending Engineer on 20th of the same month. Minutes of the

Assistant Engineer level meeting and action taken report will be

available to the Superintending Engineer at the time of meeting to be

held by him on 20th of the same month. The redressal committee shall

dispose of the matter in not more than three meetings.

Shri G.L. Sharma, Jaipur

40) In first line of sub Reg. (1) the words “endeavor” may be replaced with

the words” be responsible”.

41) In first line of sub Reg. (1) the words “best possible” be replaced with

word “the best”

42) In third line of sub Reg. (1) before the words “guaranteed Standards of

service” the word “minimum” may be added.

43) Further after the words “guaranteed Standards of service” the words”

required to be achieved by the licensee” may also be added.

44) Sub Reg. (2) may be deleted. These guaranteed Standards of service

has to be performed and achieved by the licensee in all respect. The

standards prescribed herein have been after taking into considerations

all the provisions of relevant other regulations.

Shri R. G. Gupta

45) The monetary compensation prescribed in the schedule-I should be

considered as minimum monetary compensation. If the consumer is not

satisfied with amount of that compensation, he has legitimate right of

coming to the Commission under section-57(1). The facility provided in

the Act shall remain operative despite the monetary compensation as

per schedule-I.


46) The suggestions, given by Shri Chirania and Shri Kothari are mostly

pertaining to and already existing in the RERC (Guidelines for Redressal

of Grievances) Regulations, 2008, as such, need not be incorporated in

16

SOP Regulations. The matter relating to complaint handling mechanism

has been dealt hereinafter at appropriate place.

47) Looking to the suggestions of Shri G. L. Sharma the words ‘endeavor to’

and ‘possible’ shall be deleted. However, remaining suggestions about

the language of the draft Regulations have not been found

acceptable. Further, instead of deleting the proposed Regulation 4(2),

it has been slightly modified for more clarity, as under:

‘(2) These guaranteed standards shall be read with the provisions

specified under the RERC (Electricity Supply Code and Connected

Matters) Regulations – 2004 and other relevant regulations,

amended from time to time.’

48) The suggestion of Shri R. G. Gupta to treat the monetary compensation

as minimum compensation subject to right of consumer to approach

Commission for revision is neither desirable nor practicable.

Regulation 5. Complaint Handling Mechanism

Regulation 5(1)

Shri Y. K. Bolia & Shri B.L. Jat

49) It is a regular function of a licensee therefore it should be got

conducted from its own regular employees instead of on contract

basis. However till the regular employees are employed, the same can

be got conducted on contract basis but in that case tender should be

invited properly and orders be placed on competent contractor only.

Such centres can also be used for delivering consumer related

information and also for depositing the electricity bills.

Shri Pramod Jhanwar

50) The formation of Consumer Grievance Redressal Forum should be

made clear and should also include the representatives of Consumer

Forum.

Shri D. P. Chirania

51) Shri D. P. Chirania proposed to revise the provision as under:

‘The licensee shall publish a “Manual for Handling Consumer Complaints”

incorporating the details of call centres, toll free telephone numbers, email

address, for registering the complaints & to inform the status of its redressal,

details of concerned officers, guaranteed SOP, compensation & its payment

mechanism, application format and other relevant details, including that of

Sub-divisional level Consumer Grievance Redressal cum Settlement Forum

(CGRF) and Electricity Ombudsman.’

17

Shri S.C. Kothari

52) The procedure followed in arriving at the decision including channels of

supervision & accountability is to be ensured in positive spirit within the

frame work of rules. The manual should contain the provisions for

providing correct information and not misleading, incomplete or false

information. The decision not given within the prescribed time limit, may

be deemed to be request refused. In case of failure to comply the

decision by a public authority within specified time limit, the information

to the applicant be provided free of charge.

53) The manual be updated every year, if required & monitoring should be

implemented under the Grievance Redressal Forums as per direction of

RERC. The Discom GRF associated with Monitoring Committee/ Member

nominated by RERC at all Forums, which, should contain members

having adequate experience of law, electricity handling engineering,

finance, & also having experience of VVNLs etc. such as retired

engineer etc. Such agency framed should be more effective with

powers to grant even relief(s) in case of failure to achieve the

guaranteed parameters.

54) The grievance may be prioritized for redressal based on the following

priority order:

a) Non- Supply

b) New Connection/Extension/Reduction/Deemed connection

c) Disconnection/Reconnection of supply

d) Meter related issues

e) Billing related issues

f) Other issues including functioning of VCR Monitoring Committee.


55) The points as specified may be included under the ‘Manual for

Handling Consumer Complaints’ of complaints handling mechanism as

per adequate technology, as per its appropriateness by the approval

authority.


56) The suggestions pertaining to Discom’s functions, as furnished by the

stakeholders, need to be taken note of by Dicoms for taking required

actions and the suggestions relating to the manual should be given due

consideration while finalizing the Manual.

18

57) The formation of CGRF is a matter of RERC (Guidelines for Redressal of

Grievances) Regulations, 2008, which cannot be incorporated in the

SOP Regulations, as suggested by Shri Pramod Jhanwar.

58) As regards priorities of the complaints, as suggested by Shri Kothari, it is

stated that the time frame for redressal of complaints have accordingly

been proposed in the SOP Regulations.

Regulation 5(2)

Shri G. L. Sharma

59) The words “the manual shall be prepared in English & Hindi “may be

worded as “the manual shall have language both English & Hindi and

shall also have the format prescribed by licensee for claiming the

compensation”.


60) The suggestions furnished by the stakeholder have been accepted and

accordingly the Regulation 5(2) shall read as under:

‘(2) The manual shall be in both languages i.e. English & Hindi and shall

also have the format prescribed by licensee for claiming the

compensation. It shall be available at every sub-divisional office

for reference of general public as also for sale at nominal cost.’

Regulation 5(3)


61) The words “certified copy” are not clearly understood. It would be

suffice of only the word “a copy” is kept instead “certified copy”.

Shri R. G. Gupta

62) A copy of the manual may also be sent to the Members of the State

Advisory Committee.


63) The suggestion furnished by Shri G. L. Sharma has been accepted and

accordingly the words ‘certified’ shall be deleted.

64) The suggestion of Shri R. G. Gupta does not need to be incorporated in

the Regulations. However, Distribution licensees shall provide a copy of

the Manual to a member of the State Advisory Committee if sought by

him.

Regulation 5(4)

Shri Narendra Agarwal

65) The concept of call centres was earlier envisaged & proposed by the

Discoms while finalising previous SOP regulations. In fact the Call centres

were proposed to be established by the Dec’06. Therefore, not more

19

than 12 months time should be allowed irrespective of the class of cities.

It shall be obligation on Discom that centre must be functioning at least

sub-division level.

Shri D. P. Chirania & Shri S. C. Kothari

66) If the Commission is envisaging attending of all the complaints whether

it is relating to no current, metering, billing, quality of supply etc. through

Call centres and the efficiency of performance on name of minor

compensation; it has to come out with a complete design, that of the

Call-centres, the interface between Call-centers to Grid-sub-stations to

the complaints attending parties, the frequency of monitoring of the

calls, the monitoring mechanism, the feedback mechanism etc.

67) If on contract to establish & operate customer complaint center on

BOOM/BDDR basis, the Call-centre, having power back up UPS of

sufficient capacity/ time, Fault Rectification Team along with

appropriate infra structure, having, VTS services, Any time Payment

Kiosk, ATP Collection Centres for deposition of electricity bills/issue of

duplicate bills, Operation of spot billing Centres, Cash Collection

Centres for Energy Bills, etc.

68) If the infrastructure is created by the Licensee and operating services

are hired than it may become somewhat practical but up to supply

position. As far as metering and billing related problems are concerned,

direct contact between the consumer and the concerned Sub-division

is a must.

69) A detailed analysis on this aspect is a must otherwise the situation may

worsen in the name of compensation. Proper care & the safety

measures required to be taken in advance need to be ensured, so as

to avoid levy for minimal compensation.

Jodhpur Discom

70) Clause 5(4) (iii) may be deleted. It is difficult to establish call-centres in

Rural Areas. The prevailing practice is adequate i,e. the complainer

lodge their complaint with CCA of the rural area of nearby 33/11KV Sub

Station.


71) The Discom should be allowed only one year period to establish the

Call Centres and their telephone numbers should be toll free.

Shri Pramod Jhanwar

72) It should be clear as to what action would be taken in case of failure in

establishing the Call Centres within the permissible time limit.

20



Handling Consumer Complaints’ of complaints handling mechanism as

per adequate technology, as per its appropriateness by the approval

authority.

74) The time limit specified by the Commission should be looked as the

upper ceiling. Being a public sector entity, multiple approvals are

required to be taken prior to the execution of the scheme. The process

takes lots of time and input and therefore the time specified by the

Commission should not be revised considering the present intricacies of

the system.

75) In the recent tenders for establishing call centres in Jaipur & Kota City,

the response was not very encouraging and only 3 bids were qualified.

76) The additional means including email, website for receiving the

complaint could be added and it shall be included in the ‘manual for

handling consumer complaints’.

77) As specified in the regulations, there shall be one or more ‘Toll-free

number’ with sufficient lines to register the complaints.


78) Some of the suggestions of Shri Chirania and Shri Kothari relating to

creation of Call Centres; shall be taken care in the Manual as agreed

by the Discoms while others can well be addressed during / after

creation of the Call Centres with step by step improvement in the

quality of services, in a phased manner.

79) Looking to the difficulties expressed by the Jodhpur Discom, the sub-

regulation (iii) shall be deleted and following sentence shall be added

at the end of last line:

‘The time limit for establishment of call centres in rural areas shall

be notified separately by the Commission.’

80) Other suggestions furnished by the stakeholders have not been found

acceptable.

Regulation 5(5)

Shri G. L. Sharma

81) The word “affected” may be replaced with the word “aggrieved”.

Further the words “to use” appearing in second line may be deleted.

21

Shri Pramod Jhanwar

82) It is to be made clear that till the Call Centres are established in what

manner the complaints would be redressed under present channels.


83) In the Section 57 of the Electricity Act, 2003, the term ‘person affected’

has been used, therefore the suggestion of Shri G. L. Sharma is not

acceptable.

84) It has already been made clear that till the establishment of call

centres, the existing channels for redressal of grievance would

continue.

Regulation 5(6)


85) Before imposing financial penalties, the Call Centres should be

strengthened with trained persons equipped with infrastructure and

necessary facilities. For monitoring of the working of these Call Centres

at Sub-divisional level and above, committees having retired

experienced persons should be constituted.

Shri D. P. Chirania & Shri S.C. Kothari

86) Add in end: ‘or e-mail’

87) Please consider the followings too:

a) The words such as ‘sufficient’ and ‘adequate’ are uncertain words

and their use may be avoided.

b) The things should be specified in certain form, say one telephone

line for 10000 consumers, one person for 10000 consumers etc.

c) When the Commission has got carried out study of other States, it

must have studied the bench-marked States with the infrastructure

they have created in this regard.

d) It is essential that the consumer should get immediate response

when called, and in case of traffic-congestion, the Call-centre

register the call as a missed call and automatically call back itself

without waiting repeated calls from the consumer.

e) Similarly there should be mechanism of automatically intimating the

reasons of no-current etc. complaints and periodically up-datation

of the status of the complaint.

Shri G.L. Sharma

88) At the end of this regulation words “or in writing” may be added.

22


89) As suggested by Shri G. L. Sharma, the words “or in writing” shall be

added at the end of the regulation.

90) Other suggestions furnished by the stakeholders have not been found

acceptable.

Regulation 5(7)

Jodhpur Discom

91) The Jodhpur Discom expressed the difficulty in printing the Toll-free

telephone number of the Call centre on the bills, so it was suggested

that the word “Printed” may be substituted by the word

“Communicate” and after the word “bills” the words “once in a year”

may be added.


92) Looking to the difficulties expressed by the Jodhpur Discom, the

suggestion is accepted to the extent that instead of printing the Toll-

free telephone number the Discom shall indicate such number on the

bills. The Regulation has been modified accordingly.

Regulation 5(8)


93) The complaint shall also be receiving/made in electronic mean such as

e-mail, web-portal etc.

Shri D. P. Chirania

94) He suggested to replace sub-para (iii) and (iv) as under:

iii. intimate the status of redressal of grievance as and when asked by the

complainant; Periodically automatic intimation including its automatic

passing to the higher authority after lapse of certain period.

iv. intimate the contact details of the next higher authority in case the

complainant is not satisfied with the redressal of his complaint

,automatic passing to the higher authority after lapse of certain

period.

95) Provision for automatically passing of the complaint to next higher

authority after a preset time limit, if the complaint is not redressed by

that time, need to be incorporated otherwise the system of call-centre

will remain ineffective.

Shri G.L. Sharma

96) He suggested to replace sub-para (i) and (ii) as under:

23

(i) After the words “voice or SMS”, the words “or in writing in the

complaint registration register” may be added. Further between

the words “A model format” and “is enclosed” the words “of

compliant registration register” may be added.

(ii) In first line of sub Reg. (8) (ii) after the words “within 30 minutes” the

word “of registering the complaint” may be added.

97) During the hearing, Shri Sharma mentioned that the provision should be

in place, that for redressal of a complaint, if the approval / sanction of

next higher authority is required, the same shall be the responsibility of

the Call Centre, where the complaint has been lodged and the

complainant should not be asked to move to the next hierarchy.

98) He stated that if a complaint is not registered, the complainant may

send it by Registered Post as well, and he shall also be entitled for

payment of compensation, if the other conditions are met.

99) It is suggested that such form shall have the following details

a) Name of the consumer.

b) Address and contact number of the consumer.

c) Account Number.

d) Name of complaint centre where complaint was lodged.

e) Complaint number given by the complaint centre.

f) Date and time of lodging the complaint.

g) Date and time when the complaint has been redressed.

h) Total duration of time taken by the licensee in redressing the complaint.

i) Standard time period within which the complaint was required to be

redressed.

j) Amount of compensation claimed by the applicant consumer.

Shri R. G. Gupta

100) The Annexure-I should also include column of time of intimation to the

complainant about the nature of fault and status of complaint to

verify whether the status has been intimated within 30 minutes or not?

It is also suggested that the copy of the Annexure-I should be provided

to the complainant on demand for claiming the compensation. Such

copy should be provided within three days of making a request and

failure to do so should be considered as deficiency in the service and

should be included in the Schedule-II for compensation.

Shri S.C. Kothari

101) He suggested to amend sub-para (i), (iii) and (iv) as under:

24

(i) The following words may be added in 2nd line after SMS – “fax or

email”.

(iii) The following words may be added in end – “Periodically

automatic intimation including its automatic passing to the higher

authority after lapse of certain period.”

(iv) The following words may be added in end – automatic passing

to the higher authority after lapse of certain period.

102) Provision for automatically passing of the complaint to next higher

authority after a present time limit, if it is complaint is not redressed by

that time, need to be incorporated otherwise the system of call-centre

will remain ineffective.

Shri Pramod Jhanwar

103) It is to be ensured that in case Call Centre does not attend a call for

certain time, then it should revert back to the consumer to attend the

complaint.


104) While addressing the above suggestions, the Jaipur Discom agreed to

that additional means of receiving the complaints including email,

website etc could be included in the ‘manual for handling consumer

complaints’.


105) Following suggestions have been broadly accepted:

i. To elaborate the format in Regulation 5(8)(i) as ‘Model format for

registration of complaints’, as suggested by Shri G. L. Sharma.

ii. To elaborate the time in Regulation 5(8)(ii) as ‘within 30 minutes of

registering the complaint’, as suggested by Shri G. L. Sharma.

iii. To add a new sub-clause in the last, as suggested by Shri R. G.

Gupta with modification as under:

‘Provide a copy of the relevant extract of Annexure-I to the

complainant on demand, free of cost, for claiming the

compensation; within three days of receiving a request.’

106) The suggestions of Shri D. P. Chirania and Shri G. L. Sharma, relating to

requirement of sanction of higher authority as also relating to making

reference to higher officer in case of non-satisfaction, have been

addressed by incorporating new regulation 5(9&10).

25

107) The suggestion of Shri G. L. Sharma, relating to details to be

incorporated in the format, has been addressed while revising the

format at Annexure -1.

Regulation 5(9 & 10) - now proposed:

Sh. G.L. Sharma, Jaipur

108) The following new sub Reg. may also be added after sub-Regulation

5(8) so as to complete the working:-

(9) The office where the complaint has been registered shall redress

the complaint within the time specified for the purpose. In case

any instructions/sanction is required to be obtained from a higher

authority, it shall be obtained by the complaint registering office.

The higher authority may also directly communicate the decision.

The complainant should not be required to approach such higher

authority.

(10) Complaint against non- registration of complaints and/ or failure

to perform/redress the complaint within specified time period,

shall be made to the concerned Executive Engineer/

Superintending Engineer. In the case the aggrieved person is not

satisfied with the disposal of such authorities; he may approach

sub-division level Consumer Grievance Redressal cum Settlement

Forum.”


109) The Commission has accepted the suggestion with slight modification,

as under:

“(9) The office where the complaint has been registered shall redress

the complaint within the time specified for the purpose. In case

any instructions/sanction is required to be obtained from higher

authority, it shall be obtained by the complaint registering

office. The affected person shall not be required to approach

such higher authority.

(10) Complaint against non- registration of complaints and/ or failure

to perform/redress the complaint within specified time period,

may be brought to the notice of the concerned Assistant

Engineer /Executive Engineer by the affected person for

expediting the redressal of the complaint.”

Regulation 6. Payment of Compensation

Regulation 6(1)

Shri D. P. Chirania

110) In the 10th line after the word ‘application’ the words “free of charge,

personally or by registered post”, may be added:

26

111) The clauses no. 4 and 5 of the existing regulation are very important

and these must be incorporated in the body of the present proposed

regulations, though the figures may be modified in accordance of the

proposed regulations.

Shri G.L. Sharma

112) He suggested to amend the provision as under:

i) The words “On violation of any guaranteed Standards as per

Schedule -1 “occurring in the beginning may be replaced as “In

the event of non-fulfilment of guaranteed standards by the

licensee within the time period prescribed under these

regulations”

ii) The words “standard time” occurring in 6th line may be reworded

as “specified time”

iii) The sentence starting as “However in case” and ending as “days

from the date of redressal of his complaint” needs to be deleted.

Shri R. G. Gupta

113) The two dispensation made in this para create a little bit of confusion

as to whether the complainant is authorized to file the claim for

compensation even before redressal of complaint or not. It should be

made categorical that application for compensation can be filed

before redressal of the grievances in case it is so opted by the

complainant after the expiry of the standard time of redressal

permitted as per schedule-I. It is also suggested that in normal course,

the licensee should pay the compensation and if aggrieved, the

consumer should go to Grievance Redressal Forum. It should not be

made the original jurisdiction for claiming the compensation.


114) The consumers are more interested in getting good quality of electric

supply rather to get compensation of small money. Therefore it is

necessary that the tenders are invited properly in two parts- technical

& financial bids and orders be placed on competent contractor only.

Presently the Electrical Inspectorate is not having proper infrastructure.

The Commission should direct the licensee to conduct necessary

testing of consumer’s installation before releasing connections. For

monitoring of such working at Sub-divisional level and above,

committees having retired experienced persons, should be

constituted.

27

Shri Pramod Jhanwar

115) It is necessary to revise the name of Consumer Grievance Redressal

and settlement Forum because it infers as a court and consumers may

get confused.

Shri S.C. Kothari

116) In the 10th line after the word ‘application’ the words “free of charge,

personally or by registered or speed post” may be added.

117) The Scheme for payment of compensation in lieu of death caused to

the public/Animals due to electrocution, the Nigam is directly or

indirectly responsible for accident. The cause of accident & there

remedial measures are not being implemented/monitored at other

such locations, for which the Nigam earlier started to inspect the

installation prior to charging the lines & sub stations, which has been

dispensed with now & may be reviewed again.


118) The amount of compensation should be deducted from the salary of

the defaulter employee / officer of the licensee.


119) The spirit of SOP regulations is to specify parameters and warning

signal on various parameters for any noted deviation as specified. The

actual impact of SOP may be observed after its implementation.

120) The regulations should be treated as a tool for measurement of

performance and it shall act as a deterrent for any deviation in

performance. The spirit of these regulations is to gradually improve the

performance of the system, culture and practice.

121) The term compensation payable by the licensee should not be looked

as the ‘opportunity of compensation’; otherwise it would be difficult to

quantify the opportunity and therefore the compensation amount.

122) It is suggested to the Commission to reword the ‘compensation’ as

symbolic ‘penalty’; as the whole spirit of SOP regulations would

foregone, if it is not treated as deterrent.


123) The suggestion of Shri Chirania and Shri Kothari for lodging the

application for claiming the compensation, absolutely free of cost, has

already been incorporated under Reg. 6(4). However, the suggestion

of clarifying the process of filing of application has been accepted.

The other suggestion of Shri Kothari is not relevant here.

28

124) The suggestion of Shri G. L. Sharma to mention ‘specified time’ in

place of ‘standard time’ has been accepted along with the

suggestion about the opening words of the provision.

125) In the Section 57 of the Electricity Act, 2003, the term ‘affected person’

has been used, therefore wherever, the words ‘aggrieved person’ has

been used, the same has been replaced with ‘affected person’.

126) The general suggestions of Shri Pramod Jhanwar, Shri Y. K. Bolia and

Shri B. L. Jat have already been addressed herein earlier.

127) The suggestion of Shri Rakesh Kumar Parmar that compensation

amount should be deducted from the wages of the defaulting

employees is within the domain of Discoms and provision for this is not

required in the SOP Regulations.

128) In reference to the comments of Shri R. G. Gupta, it is clarified that the

affected person may lodge the claim for compensation on non-

fulfilment of the specified standards by the Discom, irrespective of the

fact that the complaint was redressed subsequently.

129) The suggestion of Shri R. G. Gupta that in normal course, the licensee

should pay the compensation and if aggrieved, the consumer should

go to Grievance Redressal Forum; has been considered by the

Commission. However, the affected person has to lodge application

for the claim of compensation.

130) Considering the comments / suggestions of the stakeholders, as

discussed above, the Commission has decided to revise the

Regulation 6(1) as under:

‘(1) In the event of non-fulfilment of any Guaranteed Standards of

Performance, specified in Schedule – 1, the affected person may

file an application personally or by registered post to the

concerned Assistant Engineer, in the format prescribed by the

licensee, for the claim of compensation as specified in Schedule

– 2 of these Regulations. Such application can be filed within 30

days of expiry of the specified time. The licensee shall pay such

compensation, by way of adjustment through electricity bills, not

later than 90 days from the date of violation of the Guaranteed

Standard failing which an additional compensation @ 1% of the

compensation amount shall be payable to the affected

consumer for each week of delay or part thereof.’

29

Regulation 6(2)

Shri R. G. Gupta

131) It has to be made clear that the Forum shall only examine the claim

with reference to the expiry of the standard time line of redressal.

Once the deviation from the standard time line is established, the

Forum should have no option except to award the compensation as

per schedule-II. However, if the Forum does not agree with the expiry

of the standard time line, then only the compensation will be denied.

The Forum should give a speaking order about acceptance or the

denial of the compensation.


132) In reference to the comments / suggestion of Shri R. G. Gupta, it is

clarified that the Forum is required to function as per the RERC

(Guidelines for Redressal of Grievances) Regulations, 2008 and

required to decide the grievance within the time specified therein. In

case of non-settlement the Forum is required to record a speaking

order under the said regulations.

133) Keeping in view the revision in Regulation 6(1) as above, the

Regulation 6(2) shall now read as under:

‘(2) Failure by the licensee to pay the compensation as per Regulation

6(1) above, shall constitute a Grievance, which shall be dealt

and decided by the respective Consumer Grievance Redressal

Forum, in accordance with procedure set out in the RERC

(Guidelines for Redressal of Grievances) Regulations, 2008.’

Regulation 6(3)

Shri R. G. Gupta

134) The provision at para 6(3) is not consistent with the Act. Reference to

the ombudsman cannot arise in the matter of compensation. It will be

relevant to note that Grievance redressal Forum as envisaged in

section-42 of the Act is not empowered to determine compensation

which is the sole jurisdiction of Regulatory Commission under section-

57(1) of the Act. However, if the Commission so desires, it can

delegate this power of determination of compensation under section-

97 of the Act to any other person which can include the Sub Divisional

level Grievance Redressal Forum. In view of these legal provisions, the

act of determination of compensation by the Sub Divisional level

Grievance Redressal Forum shall not amount to the grievance

redressal as contemplated under section-42 of the Act. In the matter

of determination of compensation, the Sub Divisional level Grievance

30

Redressal Forum will have separate identity which will work under

delegated authority of the Regulatory Commission under section-97 of

the Act. Hence, any person aggrieved with compensation of Sub

Divisional level Grievance Redressal Forum in the matter of award of

compensation is legally entitled to approach the Regulatory

Commission under section-57(1) and that door of Commission cannot

be closed to any consumer under Electricity Act. The provision of

appeal to the Ombudsman therefore, is not consistent with the Act

and should be dropped. It is therefore, requested that it may be

amply clarified by the regulator that the compensation as per

Schedule-II is not the same as the compensation as can be claimed

under section-57(1) of the Act. If it is so clarified, then the procedure as

envisaged in the proposed performance regulation can have legal

sanctity. Then non award of compensation would come into the

definition of grievance and accordingly be take care of by the

Grievance Redressal Forum and Ombudsman.


135) Considering the suggestion of Shri R. G. Gupta, the procedure for

making the payment of compensation has already been revised as

above.

136) As regards delegation of powers, as suggested by Shri R. G. Gupta, it is

stated that the Commission itself has determined the amount of

compensation under Section 57(1) of the Act and incorporated in

these regulations made after previous publication wherein views of

licensees and stakeholders have been considered. Therefore, there is

no need to delegate its powers to any other person under section 97

of the Act. Non-payment of compensation by the licensee shall form a

grievance of the consumer which can be redressed by the Forum /

Ombudsman; as mentioned above.

Regulation 6(4)


137) The words “amount through” appearing in first line may be reworded

as “amount decided by the Forum/Ombudsman, as the Case may

be, through”

Shri R. G. Gupta

138) The mention of Ombudsman from this para should be dropped unless

clarification as sought above is made.

31

Jaipur Discom & Jodhpur Discom

139) The rate of additional compensation 5% may be considered as 0.5%

per week or part thereof, as 5% rate seems to be very high side.


140) The Commission has considered the above suggestion of the Discoms

and decided to specify the additional compensation as 1% per week

or part thereof for non-payment of compensation amount by the

licensees within the specified time under these regulations. The

provision specifying the period of payment along with additional

compensation, has been incorporated under Regulation 6(1) itself.

Therefore Regulation 6(4) of the draft is not required and hence

deleted.

Regulation 6(5)- now 6(4)

Shri G.L. Sharma

141) The word “a” appearing at the end of first line may be reworded as

“the”


142) The Commission has decided to modify the regulation as under for

more clarity:

‘(4) The aggrieved consumer shall not be liable to pay any fee for

lodging a claim of compensation under these regulations before

the licensee, Forum or Electricity Ombudsman.’

Regulation 6(5) - New


143) Keeping in view the provision appearing under the Section 57(2) of the

Act, the Commission has decided to add a new sub-regulation as

under:

‘(5) The payment of such compensation shall be without prejudice to

any penalty which may be imposed or prosecution be initiated

for the failure of the licensee in meeting the standards specified in

these Regulations.’

Regulation 7. Overall Standards of Performance

Regulation 7(1)

Shri Pramod Jhanwar

144) It is to be clarified as to what action would be taken in case of failure

in making compliance.

32


145) The failure in making compliance shall be considered as non-

compliance of the Commission’s Regulations.

Regulation 7(2 & 3)

Shri G.L. Sharma

146) The sub Reg. (2) and (3) of Reg.7 may be deleted. Sub Reg. (2) is

expenditure on account of failure of performance of standards and

compensation for the same is in the form of penal charges for not

performing their legitimate regular duties. For performing such duties

O&M expenses are allowed in ARR therefore no additional

consideration can be held for such expenses.

147) Similarly, for any expenditure required, for strengthening their system, it

is the duty of the licensee to prepare necessary estimates etc and to

obtain the sanction from the concerned authorities. It is not necessary

that provisions are made in the Regulations to suggest them for such

purposes.

148) During the hearing Shri Sharma mentioned that as per the Reg. 7(2)

the Commission is to allow in ARR, a part of the amount, paid as

compensation to the affected persons, based on the achievements of

the licensees, beyond the targets of overall standards. He mentioned

that it is deduced by this provision that though the compensation is

received by a few consumers, but in totality, the burden of the total

sum has to be borne by the consumers only, therefore it should be

avoided.


149) The Commission is of the view that compensation to be paid may be

allowed in ARR based on assessment of licensee’s ability to achieve

overall standards. Other SERCs like HPERC, MPERC etc, are also

following this in ARR. Accordingly, Regulation 7(2) is being revised as

under:

‘(2) The compensation amount paid by the licensee, may be allowed

to be recovered partly or fully in the ARR, keeping in view the

extent to which the licensee is able to achieve the Overall

Standards as per the Schedule - 3.’

150) The Commission accepts the suggestion of the stakeholder and

Regulation 7(3) proposed in draft is being deleted.

33

Regulation 8. Submission of SOP Reports

Regulation 8(1)


151) In this regulation it may be added that besides submitting yearly

reports to the Commission it will be mandatory for the licensees that

they will invariably file such yearly reports with their ARR and Tariff

petitions as well.

Shri R. G. Gupta

152) The copy of the report should be made available to the Members of

the Advisory Committee.

Jodhpur Discom

153) It reveals that Discom shall have to furnish the sop reports on yearly

basis, whereas in the Formats it is indicated “for the 1st/2nd half year

ending” the Commission may clarify the matter.

Ajmer Discom

154) The 45 days should be replaced by 120 days for furnishing the yearly

reports in the formats SOP-1 to SOP-6 as collection of data from the

field & thereupon its compilation requires time.


155) Jodhpur Discom has pointed out the mentioning of “Yearly Reports” in

the text of the Regulations while “First/Second half yearly ending” in

the format of the draft document. The matter has been examined and

it is decided that keeping in view the provision of half yearly reports in

the Rule 7 of the Electricity Rules, 2005, the Discoms shall be required

to furnish half yearly reports to the Commission as well as to the

Ombudsman, within 45 days. Accordingly, the words ‘The licensee

shall furnish the Commission, yearly reports within 45 days from the

close of each financial year’ shall be replaced with ‘The licensee shall

furnish the Commission as well as the Electricity Ombudsman, half

yearly reports within 45 days respectively from 30th September and 31st

March of each financial year’.

156) The suggestion of Shri G. L. Sharma that the Discom should invariably

file such reports with their ARR and Tariff petitions as well; is not

acceptable.

157) The request of the Ajmer Discom for a period of 120 days, instead of 45

days, for furnishing the yearly reports in the specified formats cannot

be agreed to.

34

158) The request of Shri R. G. Gupta for providing copy of the Formats and

other relevant information to the members of SAC, need not to be

incorporated in the Regulations. However, the licensee shall provide a

copy of such reports to a member of State Advisory Committee if

sought by him.

Regulation 8(2)


159) The words “and” occurring at the end of this Regulation may be

deleted.

Shri R. G. Gupta

160) The copy of the information/ report should be made available to the

Members of the Advisory Committee.


161) As discussed above, the words ‘yearly reports’ shall be replaced with

‘half yearly reports’.

162) The suggestion of Shri G. L. Sharma to delete the word ‘and’ is

acceptable.

163) The request of Shri R. G. Gupta for providing copy of the reports to the

members of SAC, need not to be incorporated in the Regulations.

However, the licensee shall provide a copy of such reports to a

member of State Advisory Committee if sought by him.

Regulation 8(3) - new


164) To have flexibility in revising the specified formats in future looking to

the practical difficulties in furnishing the information and also to get

certain additional information, a new sub-regulation shall be inserted

as follows:

‘(3) The Commission may revise the formats through separate orders,

as warranted necessary from time to time.’

Regulation 9. Information with respect to Levels of Performance

Shri R. G. Gupta

165) The copy of the information/ report should be made available to the

Members of the Advisory Committee.

35


166) As discussed above, the words ‘every year’ shall be replaced with

‘every half year’. Further, the words and figures ‘Regulation 8(1)’ shall

be read as ‘Regulation 8’.

167) The request of Shri R. G. Gupta for providing copy of the information/

reports to the members of SAC, need not to be incorporated in the

Regulations. However, the licensee shall provide a copy of such

reports to a member of State Advisory Committee if sought by him.

Regulation 10. Exclusions of Events

Regulation 10(i)

Shri R. G. Gupta

168) The mention of wind and rainy conditions should be excluded, at par

with model regulation, because such conditions always prevail to

some extent and that may give opportunity to licensee to escape the

responsibilities.

Commission’s view

169) Looking to the geographical conditions prevailing in the state, it would

be difficult for a licensee to maintain the required standards under

heavy wind and rainy conditions. As such, the suggestion of Shri R. G.

Gupta has not been agreed to.

Regulation 10(iii)

Shri R. G. Gupta

170) The provision should be that outages due to other reasons shall be

approved by the Commission after due notice and hearing, as also

provided in the model regulation.

Commission’s view

171) It would not be practicable for the licensee to seek Commission’s

approvals for the outages after the due notices and hearings.

However, the Commission has decided to revise the sub-Regulation

10(iii) as under:

‘iii. outages due to shut down required to carry out the work by /

for other agency.’

Regulation 15 (new)

Commission’s view

172) The Commission has decided to incorporate necessary provision so as

to enable the Commission to seek the power to relax any provision of

these regulations as and when the circumstances of the case warrant

such an action. The regulation is as under:

36

‘15. Power to Relax

The Commission, may by general or special order, for reasons

to be recorded in writing, and after giving an opportunity of

hearing to the parties likely to be affected, relax any of the

provisions of these Regulations on its own motion or on an

application made before it by an interested person.’

IV. Comments / suggestions on the Schedules to the draft Regulations

Schedule - 1: Licensee’s Guaranteed Standards of Performance

1. Restoration of Supply

1.1 No Current Complaint


1) The period should be counted from the time of registering the

complaint.

Shri R. G. Gupta

2) It is not clear as to with reference to what, the time should be

reckoned, whether time of occurrence of fault recorded by the

licensee or time of reporting by the consumer.

3) Whether the exclusion of period 10 pm to 6 am would mean that no

complaint would be attended during this period.

Jaipur Discom

4) In the first line, the words “Prior to Meter” may be inserted after the

word “MCB”.

5) In sub-para (iii), specify “24 hrs.” In place of “12 hrs.” in Rural Areas. In

rural Areas, localities are scattered and resources are less. It will not be

possible to dispose off the complaints in 12 hrs.

Jodhpur Discom

6) The words “at consumer premises”, may be deleted.

7) As the Discom is responsible to maintain the supply of consumer up to

metering point only and there is no provision to provide fuses/MCBS/LT

Fuses before the metering point.

8) Looking to the scattered rural area of Discom, “12 Hrs.” may be

replaced by “24 hours” under item (iii).

9) Discom is of view that the complaint received during the period 08PM

to 06AM may be handled on next working day if the complaint is

individual nature therefore “10 PM” may be replaced by “08 PM”.

37

Shri G.L. Sharma

10) The wordings “excluding the period from 10 pm to 6 am” appearing

are not appropriate which would mean giving an absolute power to

the licensee for not doing such works in any circumstances. These

words may be replaced as under:-

“However in case of any practical difficulties if such complaints are

not redressed during the period 10 PM to 6 AM, such period would

not be considered for above purpose.”


11) Following suggestions furnished by the JVVNL and JdVVNL have been

found acceptable:

i. In the first line, the words “prior to Meter” may be inserted after

the word “MCB”.

ii. The words “at consumer premises”, may be deleted.

iii. “12 Hrs.” shall be replaced with “24 hours” under item (iii).

12) Considering the comments / suggestions of Shri R. G. Gupta and Shri

G. L. Sharma, the Commission has decided to elaborate the time of

commencement of specified period and also to revise the existing

words ‘excluding the period from 10 pm to 6 am’.

13) The revised Item 1.1 of Schedule -1 shall now be as under:

‘1.1 No Current Complaint

The licensee shall restore the supply in case of supply related

problem/ fault like blowing of HT/LT fuse/MCB prior to meter or at

distribution transformer or due to loose connections at meter or

service line; within

i. 4 hrs. in Class 1 Cities

ii. 6 hrs. in Urban Areas

iii. 24 hrs. in Rural Areas

from the time of reporting of fault by the consumer. However in

case of any practical difficulty if a complaint is not redressed

during the period 10 PM to 6 AM, it could be redressed later within

the time frame specified above, excluding such period in

reckoning of the said time frame.’

1.2 Overhead line / cable breakdowns



complaint.

38

Jaipur Discom

15) “8 hrs.” In place of “6 hrs.” In Class 1 Cities. There may be possibility

that Manpower is engaged in another work under item (i).

Jodhpur Discom




Shri G.L. Sharma





“However in case of any practical difficulties if such complaints

are not redressed during the period 10 PM to 6 AM, such period

would not be considered for above purpose.”

Shri R. G. Gupta

18) Same clarification is required as in Item 1.1






20) No other suggestion has been found acceptable. The revised Item 1.2

of Schedule -1 shall now be as under:

‘1.2 Overhead line/cable breakdowns

The licensee shall restore the supply in case of its overhead

line/cable breakdowns; within




from occurrence of fault. However in case of any practical

difficulty if a complaint is not redressed during the period 10 PM to

6 AM, it could be redressed later within the time frame specified

above, excluding such period in reckoning of the said time

frame.’

39

1.3 Underground Cable Breakdowns



complaint.

Jaipur Discom

22) Keeping in view, the complex nature of Underground Cable

Breakdowns and availability of Fault Locator Machines in inadequate

quantity, the time limit for restoration may be considered as under:

i 24 hrs. in Class 1 cities

ii. 36 hrs. In Urban Areas


Jodhpur Discom




Shri G.L. Sharma





“However in case of any practical difficulties if such complaints

are not redressed during the period 10 PM to 6 AM, such period

would not be considered for above purpose.”

Shri R. G. Gupta

25) Same clarification is required as in Item 1.1






27) No other suggestion has been found acceptable. The revised Item 1.3

of Schedule -1 shall now be as under:

‘1.3 Underground cable breakdowns

The licensee shall restore the supply in case of breakdown of its

underground cable; within



40


from occurrence of fault. However in case of any practical

difficulty if a complaint is not redressed during the period 10 PM to

6 AM, it could be redressed later within the time frame specified

above, excluding such period in reckoning of the said time

frame.’

1.4 Transformer failure



complaint.


29) The entry should be replaced by respectively 16hrs./24hrs./48hrs.

Shri G.L. Sharma

30) The words appearing as “time limits specified as under” may be

deleted otherwise under such item (i), (ii) and (iii) etc word “within”

has to be placed to start with to complete the sense.

Shri R. G. Gupta

31) Since in case of HT consumers normally the transformers belong to

consumers, it is not clear as to how nigam is responsible for

replacement of that transformer.

Jaipur Discom

32) The Discom suggested to make following changes:

i) “48 hrs” In place of “16 hrs” In class 1 city. There may be possibility

that transformer may not be available and it will take time to

arrange the same.

ii) “64 hrs” In place of “36 hrs” In Urban Areas, corresponding to i)

above and resources are less in Urban Area compared to Class-1

cities.

Jodhpur Discom

33) The Discom suggested to make following changes:

i. In (iii), “72 hrs.” should be replaced by “05 days”

ii. After the word “Rural Areas” following sentence may be added:

“From time of verification of failure of transformer”

41


34) The time limit specified by the Commission ‘16/36/72 hrs’ should be

looked as the upper ceiling. The Discom may endeavour to restore the

supply through temporary restoration from alternative source,

wherever feasible before the specified time.

35) It is suggested that the Commission may add the below clause under

restoration of supply: ‘Temporary Restoration of supply from

alternative sources, wherever feasible within eight hours’


36) The words appearing as “time limits specified as under” may be

deleted as suggested by Shri G. L. Sharma.

37) Restoration of supply from alternative sources is not barred wherever

feasible; as such it is not required to be mentioned specifically in the

regulations.

38) As regards comments of Shri R. G. Gupta about the fault on HT

transformers, it is clarified that here the failure of transformer refers to

the Power Transformer belonging to the licensee and through which

HT supply is provided to HT consumers.

39) Considering the comments / suggestions of the stakeholders, the

Commission has decided to specify the time of commencement of

specified period from the time of reporting of fault by the consumer, in

case of LT supply consumers and from occurrence of fault in case of

HT supply consumers.

40) The revised Item 1.4 of Schedule -1 shall now be as under:

‘1.4 Transformer failure

The licensee shall restore the supply in case of failure of its

transformer within:

a) Distribution Transformers




from the time of reporting of fault by the consumer and

b) Power Transformers

3 working days from occurrence of fault.

42

1.5 Scheduled outages


41) The provision of notifying the scheduled Load Shading Programme

should also be considered.

Shri Pramod Jhanwar

42) The action to be taken for non-compliance of prior notice, should also

be mentioned.

43) For scheduled outage of a long duration, the consumers should also

be allowed relaxation in paying rent.


44) The long hunger for power may create chance of sudden over

loading on distribution network when supply is restored, which may

cause damage to the equipments. It would be a major drawback &

obstacle in achieving the SOP benchmark. Keeping in view of hard

ship of consumers, system related aspects, achieving SOP bench mark

target, as well shortage of power, the Scheduled cut shall not be

allowed more than 06 hours.

45) The scheduled outages of more than 06 hrs under specific

circumstances shall be undertaken with prior intimation to

SLDC/RDPPC cell, as both entities now a days play more important &

crucial role need close co-ordination with Discom.

Shri Shanti Prasad

46) The regulations do not indicate how such interruptions shall be

notified. Most common method presently in practice (e.g.

maintenance before Diwali) is notification through daily newspapers

of the day. Further, 24 hours advance notification, through

newspapers may not remain in public memory. It is suggested that

words ‘at least 24 hours’ may be deleted and mechanism of

notification may be decided by the Commission in consultation with

Discoms. It is suggested that it may be specified that notification for

interruption during specified supply hours shall be placed on the

notice Board of the concerned subdivision office and call centres of

the area at least 24 hours in advance and shall also be notified to

consumers as under;-

(i) In case of HT consumers, 24 hours in advance through fax at fax

number or e-mail at e-mail id conveyed by the consumer.

(ii) In case of other consumers in urban / semi urban areas, through

two (widely circulated) daily news papers of the day for

43

shutdown between 6.00 A.M. to 24.00 hours of the day and 0.00

hours to 6.00 a.m of next day.

(iii) In case of consumers in rural area , through notice placed on

notice Board of Gram Pachayat Samiti(es).

47) There may be contingencies when shut down longer than 8 hours

may be required (e.g. to effect multiple EHV line crossings). The above

clause may have enabling provision that duration of shutdown

longer than 8 hours permitted by the Commission in specific cases will

not subject to compensation.

Shri G.L. Sharma

48) At the end of item 1.5, a sentence as “The supply should normally be

restored by 6 PM” may be added.

Shri R. G. Gupta

49) It should be clarified whether the load shedding would mean as

authorised by SLDC or any other load shedding which is done by the

sub-divisional officer without any authority.

Jaipur Discom

50) Sometimes, shutdowns have to be taken in emergent cases for which

it shall not be possible to notify 24 hours in advance. Further, it may

take up to 10 hrs. to complete any schedule work. Therefore, the

clause may be considered for replacement as under:

“Interruption in Power supply due to schedule outages, other than the

load-shedding, shall be notified by licensee at least 24 hours in

advance for planned shutdown and same day in emergent cases and

shall not exceed 10 hours in a day.”

Jodhpur Discom

51) The following sentence may be added after the word “day”

“except in extra ordinary circumstance”

Reply from Jaipur Discom

52) The scheduled outages are pre-dominantly due to maintenance

activity and the time limit specified by the Commission ‘not exceed 8

hours in a day’ should be looked as the upper ceiling. The Discom may

endeavour to restore the supply through temporary restoration from

alternative source, wherever feasible in case the maintenance activity

exceeds the specified time limit.

53) Further in view of hardship faced by the consumers, but the system

performance cannot be controlled beyond a limit i.e. system

breakdown; where it could be very difficult to restore the power. The

44

sudden over loading of power system depends on various factors

including season, time of day etc.

54) The points suggested by Shri Shanti Prasad are of importance to us

and mechanism of notification may be included under the ‘Manual

for Handling Consumer Complaints’ of complaints handling

mechanism as per adequate technology, as per its appropriateness

by the approval authority.


55) The suggestions of Shri Shanti Prasad merit consideration and as

suggested by him an effective mechanism of prior notification of the

load shedding or scheduled outages can be worked out and

incorporated in the Manual for Handling Consumer Complaints, as

also agreed by the Discoms. The queries of Shri Narendra Agarwal

have also been addressed to by the Nigam.

56) As suggested by Shri G. L. Sharma, the sentence ‘The supply should

normally be restored by 6 PM’ shall be added at the end of item 1.5.

57) As regards comments of Shri R. G. Gupta, it is clarified that here the

load shedding refers to any load shedding, required to be conducted

for any valid reason, which need not necessarily be authorised by the

SLDC.

58) The suggestions of Jaipur Discom is accepted and after incorporating

the suggestion of Shri G. L. Sharma, the revised Item 1.5 of Schedule -1

shall now be as under:

“1.5 Scheduled outages

Interruption in power supply due to schedule outages, other than

the load-shedding, shall be notified by licensee at least 24 hours

in advance for planned shutdown and same day in emergent

cases and shall not exceed 10 hours in a day. The supply should

normally be restored by 6 PM”

2. Quality of Supply

2.1 Voltage Variations


59) To avoid unnecessary disputes, it is necessary to clarify the term ‘Local

problem’


60) Please ensure that the limit is as per CEA’s Regulation

61) The condition ‘Subject to voltage availability at Transmission-

Distribution interface, within the specified limits’ is a vague condition

45

and the distribution licensee will always evade its responsibility in name

of non availability of proper voltage at transmission-Distribution

interface. Provision of OLTC exists at transmission GSS and the

distribution licensee have to coordinate with transmission licensee for

maintaining of proper voltage at transmission-distribution interface.

62) The licensee shall resolve problem; within

i. 2 working days in case of local problem - How the

Commission is specifying a local problem?

ii. 1 month in case of transformer repair/ replacement - Too

much, it should not be more than a week.

iii. 4 months in case of substation augmentation

Why there should be a voltage problem in name of substation

augmentation? A Licensee has to supply electricity within

specified voltage limits as specified under CEA Regulations. The

Commission cannot specify any relaxation to these and therefore

review its proposal in consideration of the said regulations.

iv. 6 months in case of new substation - Comments as above

Shri Shanti Prasad

63) Voltage variation of Transmission system is +/- 10% (vide reg.6.6.4.2 of

REGC -2008). With this specified voltage variation for transmission,

voltage variation as specified at clause 2.1 of schedule -1, will not be

feasible to be met and besides this it will be too stringent. Negative

side voltage variation of LT supply (-6%), better than that on HT supply

(-9%), is inconceivable. As performance parameters, subject to

penalty, are introduced first time, it may not be specified too stringent

and specified considering present ground reality with trajectory of

improvement.

Shri G.L. Sharma

64) The words “subject to voltage availability at transmission-distribution

interface, within the specified limits, “may be deleted as to keep

proper voltages at such points is the responsibility of the concerned

utilities.

Shri R. G. Gupta

65) The time line for resolving the problem is highly consumer unfriendly. It

is suggested that in case it is found that the problem shall be removed

only after transformer repair / replacement / augmentation / erection

of new substation, then an intimation of the same should be sent to

the complainant within 7 days of the complaint and indicating that

46

the time by which the voltage problem would be over. The time

should not be more than one month.


66) The limit specified is as per the regulations and is also followed by other

State Electricity Regulatory Commissions including Delhi.

67) Prayer: It is suggested to include the voltage variation in case of Extra

High Voltage: +10% and -12.5%

68) The spirit of SOP regulations is to specify parameters and warning

signal on various parameters for any noted deviation as specified. The

actual impact of SOP may be observed after its implementation.

69) The time limit specified by the Hon’ble Commission should be looked

as the upper ceiling. Being a public sector entity, multiple approvals

are required to be taken prior to the execution of the schemes

(especially in case of transformer repair/replacement, substation

augmentation and new substation and simultaneously the finalization

of cost effective means of executing the scheme. The process takes

lots of time and input and therefore the time specified by the Hon’ble

Commission should not be revised considering the present intricacies

of the system.

70) However, the discom may endeavor to restore the supply through

temporary restoration from alternative source or mobile transformer,

wherever feasible before the specified time.

71) It is suggested that the Commission may add the below clause under

restoration of supply:

‘Temporary Restoration of supply from alternative sources, wherever

feasible within eight hours’ in case the time estimated to resolve the

problem is higher than the specified limit under SOP.


72) The words ‘in case of local problem’ shall be replaced with ‘in

general’.

73) The Discoms are on receiving side of the Transmission system,

therefore, they should not be penalised for the variation in the

voltage they are getting from RVPN system.

74) The CEA has specified the variation band for 33 kV and above only

therefore the variation band specified in the Indian Electricity Rules,

1956 has been adopted in the Regulations, which is also as suggested

by the Forum of Regulators in the model SOP Regulations and

47

adopted by other SERCs like APERC, DERC, MERC, HERC etc. As such

any need for giving a second look by the Commission on these

standards is not warranted.

75) The voltage variation for EHV system is beyond the jurisdiction of the

Discoms, as such, the same has not been incorporated in the

Schedule.

76) Restoration of supply from alternative sources is not barred wherever

feasible; as such it is not required to be mentioned specifically in the

regulations; as proposed by JVVNL.

77) However, the draft Schedule has been reworded as under for better

clarity:

‘2.1 Voltage Variations

The licensee shall maintain voltages at the point of

commencement of the supply to a consumer within the limits as

under subject to voltage availability within the specified limits at

incoming point of the distribution system:

i. +6% and -6% in case of LT supply

ii. +6% and -9% in case of HT supply

and in case of variation, the problem shall be resolved within the

time frame as given below:

i. 2 working days in general

ii. 1 month in case of transformer repair/ replacement

iii. 4 months in case of substation augmentation

iv. 6 months in case of new substation’

from the time of reporting by the consumer.

3. Meter Complaints


78) The Discom should purchase meters of specified standards and also

keep 25% of consumer meters reserved in the store for replacement of

defective meters immediately. Presently meters are not available for

replacement. In Ajmer Discom 3.78 lakh single phase and 1 lakh three

phase meters are lying defective whereas only 10000 single phase and

33000 three phase meters are available in the stores.


79) Keeping in view of Meters related scenario & rising consumer

complaints about cease to function of meters, the provisions for

Licensee shall be laid down that % age of defective meter’s to the

total Nos. in service of meter not greater than 5 %.

48


80) The Commission has already specified the desired level of minimum

standards (95% of correct meters to the total numbers of meters in

service) in the SOP parameters under system reliability mentioned

under Minimum overall standards of performance to be achieved by

a licensee.

3.1 Testing of Meter


81) Too high a limit, especially when it is found that meter is not

functioning properly. Correct meter recording is essence of EA 2003

and it cannot be diluted by specifying such a high limit.

Shri G.L. Sharma

82) The words “suspects” appearing in first line as item 3.1 may be

replaced as “reports”.

83) During the hearing he mentioned that the Discoms’ bye-passing the

meter, in case of its burning is not appropriate.

Shri R. G. Gupta

84) It should be clarified that meter shall be replaced within 2 months of

the date of notice by the consumers, including the time taken by the

licensee to verify the correctness of meter.


85) The time specified for replacement is the upper limit. The problems

related to meters are directly linked with the inventory and stores.

There were also issues related to non-availability of required meter to

be made available by the concerned manufacturer. However the

Discom may endeavour to restore the supply through temporary

restoration from alternative source wherever feasible before the

specified time.

86) It is suggested to the Commission may add the below clause under

restoration of supply:

‘Temporary Restoration of supply by bypassing the burnt/damaged/stopped

meter within 24 hours in case of no current complaint’ in urban area and 48

hours in rural area.


87) The suggestion of Shri G. L. Sharma is acceptable and accordingly the

word “suspects” appearing in first line as item 3.1 shall be replaced

with the word “reports”.

49

88) The suggestion of Shri R. G. Gupta is acceptable and accordingly the

words ‘of the date of notice by the consumer’ be added at the end.

89) The suggestion of Jaipur Discom is not acceptable as the Commission

cannot allow the Discoms to restore the supply without meter. The

other suggestions are also not found acceptable.

3.2 Replacement of stopped /damaged /burnt Meter

Shri D.P.Chirania

90) The limit is too high. If a burnt meter will not be replaced immediately,

how the consumer will get electricity supply? Restoration of electricity

supply must be a paramount requirement and the Licensee must

restore the supply within 6 hours in case of burnt meter.

91) For proviso: It should be the same as that for no current case


92) In the first line of item 3.2 after the word “burnt meter” and before the

word “noticed”, the words “is reported/”may be added. Further in the

third line of this item after the word “months” and before the word “of

such detection” the words “from the date of” may be added.

93) Further the second sentence/para of this item has been started with

the words “provided that” it would be better that these words are

deleted so as to make full meaning of this para.

Shri R. G. Gupta

94) Where incidence is attributable to the licensee, the meter should be

replaced within one month without charging any price. However,

where incidence is attributable to the consumer, the licensee should

send notice to the consumer indicating the reason of considering the

incidence attributable to the consumer. The meter in that case should

be replaced within 15 days of the deposit of the price demanded.

Jaipur Discom

95) The 2nd paragraph may be replaced as under:

“provided that in case of no current complaint on account of stopped /

damaged / burnt meter, the licensee shall replace the meter within 48 hrs of

reporting by the consumer or detection by the licensee, as the case may be,

unless it is established that the meter has been tempered or damage in any

way including excess load by the consumer, in which case, the licensee shall

replace the meter within 48 hours after depositing the Amount of Security of

Meter towards cost of Meter by the consumer”.

50

Jodhpur Discom

96) As the rural areas of Jodhpur Discom is widely scattered, after the

word “48 hours”, following sentence may be added:

“48 hours in City & Urban Area” and 04 days in rural areas”.

Shri S.C. Kothari

97) The limit is too high. If a burnt meter will not be replaced immediately,

how the consumer will get electricity supply? Restoration of electricity

supply must be a paramount requirement and the Licensee must

restore the supply within 6 hours in case of burnt meter. Replacement

of stopped Meter beyond prescribed time limit be given credit as per

rules approved by RERC without waiting for its representation in

forthcoming bill & be got mentioned in writing in SOP booklet.


98) The time specified for replacement is the upper limit;


Handling Consumer Complaints’ of complaints handling mechanism

as per adequate technology, as per its appropriateness by the

approval authority.

100) It is suggested that the Commission should understand the

practicalities involved in addressing such consumer complaints where

the time specified failed in the following cases and take a practical

view while specifying the time limit and compensation:

Absence of adequate resources including manpower,

equipments, wire, meter, etc.

Absence of funds to resolve the complaints

Absence of required documentation to address the consumer

complaints

Absence of approvals of final authority

Most of the times the work entirely depends on actual site

situation including right of way, moreover at times various

agencies like municipality, UIT etc, are also involved;

Proper protection devices are not installed by the consumer for

electrical installation or there are cases where tempering is

involved;

Jurisdiction of consumer and licensee;

Rural and Urban areas are widely scattered.

51


101) Considering the suggestion of Shri G. L. Sharma, the words ‘burnt

meter noticed by the consumer or by the licensee’ shall be replaced

with the words ‘burnt meter reported by the consumer or noticed by

the licensee’.

102) The suggestion from JVVNL as also from Shri R. G. Gupta, Is

acceptable and accordingly the proviso appearing in the draft shall

now be replaced as under:

“Provided that in case of no current complaint on account of

stopped / damaged / burnt meter, the licensee shall replace the

meter within 48 hrs of reporting by the consumer or detection by

the licensee, as the case may be, unless it is established that the

meter has been tempered or damage in any way including

excess load by the consumer, in which case, the licensee shall

replace the meter within 48 hours after depositing the amount of

security of meter towards cost of meter by the consumer”.

4. Shifting of Meters/Service Lines

4.2 Shifting of Meter

Shri G.L. Sharma

103) The words “in case of L T.” and “in case of H T” have been mentioned.

Both these words do not give full meaning. Therefore it would be

better if these words are mentioned as “in case of L T consumers” and

“in case of H.T. consumers”.

Jaipur Discom

104) The Discom suggested that in (ii), “30 working days” be specified In

place of “15 working days” In case of HT, as it involves multi wing

activates.


105) The words “in case of L T.” and “in case of H T” shall be replaced with

“in case of L T consumers” and “in case of HT consumers” respectively,

as suggested by Shri G. L. Sharma.

106) The suggestions from the JVVNL have not been found acceptable.

4.3 Shifting of Service Line

Jaipur Discom

107) ii) “2 months” In place of “1 month” In case of HT, as shifting of HT line

may affect large number of consumers as such it requires to choose

appropriate time for shifting,

52

Jodhpur Discom

108) Following sentence may be added after the word “Within”:

“Subject to condition that it will not affect any other

consumer/persons and right of way shall be provided by the

consumer. This provision shall not be applicable for agriculture

consumers”.

Ajmer Discom

109) The Discom suggested as under:

(i) Instead of 15 working days it should be one month for LT.

(ii) Instead of one month it should be three months for HT.

110) It has been proposed as the work entirely depend on actual site

situation including Right of Way. Moreover at times various agencies

like Municipality, UIT etc. are also involved.

Shri G.L. Sharma

111) The words “in case of L T.” and “in case of H T” has been mentioned.

both these words do not give full meaning. Therefore it would be

better if these words are mentioned as “in case of L T consumers” and

“in case of H.T. consumers”.


112) Necessary provision should be incorporated that In case of damage

of service line the shifting should be immediate.

Shri S.C. Kothari

113) Shri Kothari’s comments are meter related grievances, which are not

within purview of these draft Regulations.


114) The words “in case of L T.” and “in case of H T” shall be replaced with

“in case of L T consumers” and “in case of HT consumers” respectively,

as suggested by Shri G. L. Sharma.

115) The other suggestions from the stakeholders have not been found

acceptable.

5. Release of New Connections or additional power

Shri D. P. Chirania

116) Reproduce the Supply Code norms here too. These Regulations should

be self-contained one.

53

Shri S.C. Kothari

117) Shri Kothari’s has furnished comments related to Supply Code

Regulations / TCS.


118) The suggestion of Shri Chirania to reproduce the Supply Code norms

here does not seem required.

119) Shri Kothari’s has furnished comments related to Supply Code

Regulations / TCS, which are not within the purview of these draft

Regulations.

120) However, for more clarity, a new sub-para shall be added at the end,

as under:

‘5.2 In case of any delay in release of new connection or

additional power, the consumer should first approach the

concerned sub-divisional officer who shall appraise him the

factual status in the matter and expected date / period of

completion of work. In case of un-satisfactory response, the

consumer may get the complaint lodged in Call centre.’

6. Transfer of ownership and change of category

Shri S.C. Kothari

121) The licensee should make available in r/o all such activates as

mentioned in SOP- indicating a clear check list of requisite documents

normally required to be furnished, in absence of the same, the field

officers are demanding unnecessary documents.


122) The checklist of documents required to address such issues may be

suitably notified in the Manual.


123) These issues can be addressed in the proposed Manual for Handling

Consumer Complaints.

7. Consumer bill complaint


124) The billing authority should be empowered to revise the wrong bills.

Shri D.P.Chirania & Shri S.C. Kothari

125) It is not clear where the billing problem is to be lodged, whether at the

call centres or otherwise.

54

126) Generally, the billing complaints are attended by the sub-division

concerned, and in most of the cases, consumers visit the concerned

office. The existing regulations covering the redressal mechanism in its

clause no. 11 and these provisions are better than the proposed one.

127) The existing provisions are also incorporating mechanism of periodical

inspection/testing of meters under its clause no. 9 which is missing in

the present provisions. The reasons of deleting the same need to be

specified or these may be retained.

Shri Shanti Prasad

128) Billing complaints may also include non-payment of interest charges

as per section 47(4) of the Electricity Act 2003 (of the Electricity

charges) on security deposits of consumer by the dates specified by

the Commission.


129) The billing related problems shall be transferred to the concerned

officer within the specified time and will be dealt by the concerned

officer. The call centres shall act as a medium for attending such

complaints and passing to the appropriate authority to resolve such

complaints.


130) Considering the suggestion of S/Shri Y. K. Bolia, Shri B.L. Jat and D. P.

Chirania, the schedule has been revised as under, for more clarity:

‘7. Consumer bill complaint

7.1 In case of any billing problem, the consumer should first

approach the concerned Sub-divisional officer or Billing officer

who shall resolve the problem. However, in case of un-satisfactory

response, the consumer may get his complaint lodged in Call

centre. The licensee shall resolve the billing problem within

i. 3 working days, in case no information is required to be

collected

ii. 7 working days, in case some information is required to be

collected by the billing authority.

In case the complaint is genuine, the licensee shall extend the

due date for payment of bill so as to allow at least 7 working days

for making payment by the consumer.’

131) As regards periodical inspection / testing of meters, it is stated that the

licensee is required to follow the mechanism of periodical inspection /

testing of meter as incorporated in the RERC (Metering) Regulations,

55

2007, failing which action could be taken against the licensee for

violation of the Commission’s regulations. Therefore separate provision

in these SOP regulation is not required.

132) The suggestion of Shri Bolia and Shri Jat, about the Public Service

Provider Guarantee Act, has already been addressed herein above.

8. Disconnection of supply

8.1

Jodhpur Discom

133) After the word “within” following sentence may added:

“After getting disconnection fees, as prescribed by the Commission”

134) Presently, no such fee has been prescribed for disconnection of supply

on the request of consumer. It is requested the Commission to

prescribe the disconnection fee, which is in consonance with Section

56(1) of I.A.-03.

Shri S.C. Kothari

135) The D.C. of electric supply on non payment / on demand be done

timely as per the requirements.


136) The Commission has agreed to add after the words “dues from the

consumer” the words “along with disconnection fee, if any, prescribed

by the Commission”

8.2

Shri G.L. Sharma

137) In item 8.2 the words appearing as “any money payable” may be

replaced with the words “the amount refundable” further the words

appearing as “payable to the licensee” may also be deleted.

Shri R. G. Gupta

138) There is no need to wait for the clearance of dues. The available

security should be enough to adjust the dues.


139) The suggestion from the stakeholder has not been found acceptable.

However, for better expression, the words ‘any money’ shall be

replaced with the words ‘all the money’.

56

10. System reliability to avoid heavy fluctuations or short circuiting of lines


140) They have suggested the measures to be taken for avoiding the

heavy fluctuations and short circuiting of lines which are not within

purview of these draft Regulations.


141) Shri Chirania and Shri Kothari suggested specifying adherence of CEA

Regulations by the Licensee and specifying a mechanism to monitor

their compliance.


142) The CEA Regulations are required to be followed by the licensees and

need not be specified in these SoP regulations separately. Therefore,

the Commission does not require any change in the draft provision.

Schedule-2: Compensation Payable by the Licensee


143) The minimum compensation should be Rs 500 along with a surcharge

of Rs 50 per day for the delay after the permissible time period.

Shri Pramod Jhanwar

144) There should be time limit for the payment of compensation.

Shri S.C. Kothari

145) These should be time linked; otherwise the distribution Licensee will not

be serious in attending the complaint once the specified initial time is

crossed.

146) The proposed compensation should be for each day of delay

otherwise it will have no meaning and would result in harassment of

the consumer as he/she will have to incur much more expenditure

and time in lodging the complaint, appearing before the Forum,

making appeal etc.


147) Before specifying the compensation, the availability of proper

infrastructure and its operation and maintenance should be ensured

along with a committee to be appointed with experienced persons to

monitor the activities.

57


148) The amount has been fixed irrespective of actual hardship borne by

the consumer. Actual compensation may be prescribed by

considering following factors

(a) hardship beared

(b) average monthly bill of aggrieved consumer

Shri Rajendra Kumar Mehta

149) For purpose of compensation, no distinction has been made with

regard to urban / non agriculture rural and agriculture consumers. It is

not very important what compensation one gets in urban / non

agriculture rural, because it is a matter of their inconvenience only.

Beside compensation for their damage have been taken care of in

schedule -2 S.no.10. 18, 19, 20.On the contrary for damage/ crop loss

of agriculture consumer has not been addressed in proposed draft

Regulations. Shri Mehta narrated the facts and submitted the

suggestions, as under:

Facts:

i. In urban area more than 200 consumers are affected if any

transformer is failed / burnt. And the local staff of Licensee is

under pressure to repair the failed / burnt transformer as soon

as possible. And in most cases it takes less than 16 hrs. to

replace the transformer. Because after in proposed draft

Regulation delay in repairing any Transformer will cost the

licensee at least Rs. 20000 (200 consumers x@ 100) if all the

consumers apply for compensation. Now because of this the

repair of transformer will be made in the stipulated time.

ii. In rural non agriculture more than 25 consumers are affected if

any transformer is failed / brunt. And the local staff of Licensee

is not so insensitive in case of rural non agriculture category

and it take not more than the stipulated period of 25 hrs.

Because after proposed draft Regulations delay in repairing of

transformer will cost the Licensee at least Rs. 2500 (25

consumers x@ 100), if all the consumers apply for

compensation.

iii. For urban / non agriculture rural, provision for compensation for

damage to their mix, fan, washing machine, friz, TV, Computer

etc have been made in the proposed draft Regulations. But no

provision for damage (crop loss) of agriculture consumer has

58

been made. Person who gives “roti “to whole nation has been

blatantly forgotten.

iv But in agriculture category specially after FRP work only 1 or 2

consumers are affected if any transformer is failed / burnt. This

is not a matter of inconvenience for him, it is a matter of

national importance because it causes “crop loss – a national

loss”. From here the plight of the poor consumer starts. When

he goes to Grid station only to be told to report this to JEN. Now

where to find the Jen. Suppose one is lucky to find the JEN,

who will never act as per JPR 5-596, and ask the consumer to

take the failed / burnt transformer to store. He does this also by

spending lot of money otherwise he has to listen that DP is not

available, indent has been sent to higher authority and shall be

given on its receipt; in case of any complaint, go to XEN.

v. This situation is most likely to be worsened, because after this

proposed draft Regulations any days’ delay in repairing

transformer will cost the Licensee a meagre amount of RS. 100 /

200 (1 or 2 consumers x@ 100), if the poor and already

harassed consumer dares to apply for compensation and

apply for this paltry money, he will have to spend his whole

day+ Rs. 100 for going to the AEN office. there cannot be any

agonizing situation than this. Because it will add more

corruption. Already everything is “fixed” and if need be to save

whole year’s ROTI, he can get transformer “out of turn”.

Suggestions:

i. During month of ‘April/May/June/July/ August and Sept. for full

six months agriculture consumer can accept delay without any

complaint.

ii. But in months of October delay of 3+3 days, he can accept.

But more delay will cause delay in pre-irrigation resulting

delayed sowing of main crop like wheat and sarson

compensation of Rs. 500 per day for 5 days after 3+3 days and

Rs. 1000 per day thereafter should be provided in proposed

draft Regulation.

iii. But during months of November to February, delay after

stipulated period of 3 days causes loss to his already sown crop

and the compensation of Rs. 1000 per day for 3 days after 3+3

days and Rs. 2000 per day after 3+ 3+3 days should provided in

proposed draft Regulation. His loss is loss for the whole nation.

59

Shri Shanti Prasad

150) The standard of parameters which will be subject to compensation

and specified at schedule -2 can be broadly classified into (i) those for

which either a single consumer or only a few consumers are normally

involved and (ii) those for which large number of consumers are likely

to be involved (viz. 2, 3, 4, 5 and 6 and also billing complaints as

suggested above).Complaints under later categories are required to

be dealt by separate mechanism. For example, Failure to notify in

advance the interruptions in supply as per sr.no. 1.5 (due to

maintenance outage) may involve thousands of consumers. Same

may be the case with voltage variations. It may not be feasible and

also time consuming to deal with such individual complaints and there

may be high financial liability of discoms. It will be appropriate that in

such cases (where complaints of single event exceeds specified

number (say 10-12), there may be a lump sum penalty (of say Rs.

12,500 to 25,000/-) on discom payable to a pool and out of the sum

available in the pool, for each item, compensation is paid equally to

complainants subject to ceiling per consumer as specified by the

Commission. For complaints under these category, there be a shorter

time limit of say 7 days.

Shri D. P. Chirania

151) During the hearing Shri Chirania mentioned that the time limit for many

activities proposed by the Commission, is two to three days but he

wondered that even if the particular tasks is not executed by the

Discom for as long as three months, why the penalty should be same.

Shri G.L. Sharma

152) In respect of schedule -2 it is stated that the amount of compensation

may be indicated in slabs relating to some fixed days viz. for so much

delay of days, a certain amount would be payable and beyond that

such and such amount would be paid which should be on increase

side. However after third slab a maximum limit could be prescribed.

Otherwise the licensee will become careless for a longer time when

they knew that even for such a longer time nothing extra is to be paid

to the consumer.

153) Further, in the note under this schedule it has been stated that

compensation for damages on account of heavy fluctuations in

supply or short circuiting of lines shall be payable only when event

affects more than five consumers on a feeder. This is injustice. There

60

should be no bar like this specifically when it is to be paid only after

physical verification.

Shri R. G. Gupta

154) Shri Gupta mentioned that various elements of compensation,

proposed in the document should indicate only the minimum

amount and the actual amount (more than the minimum), if so

claimed by the applicant, should be determined by the Commission

only.

155) Further, in all the cases, only a flat rate of compensation for non-

performance, within the scheduled time period, has been provided.

But this should be in slabs.

Jodhpur Discom

156) Discom is not agreed with the amount of compensation to the

consumer, as indicated in Schedule-2 of draft regulations. Discom is of

view that compensation is to be allowed to the consumers on the

deficiencies of activities as prescribed in Schedule-2. But the amount

of compensation should be allowed on pro-rata basis to the

applicable fixed charges for particular category of consumers only for

the period when the services could not be provided.

Ajmer Discom

157) Compensation for damages for protected system on account of

heavy fluctuations in supply or short circuiting of lines.

158) Justification: Discom may not be made liable for compensation in

case consumer has not installed proper protection system for its

electrical installation, therefore ‘for protected system’ should be

inserted as above.


159) The term compensation payable by the licensee should not be looked

as the ‘compensation of opportunity loss’, otherwise it would be

difficult to quantify the opportunity and therefore the compensation

amount. It is a deterrent and should be treated as a signal of deviation

from performance standards.

160) It is suggested to the Commission to reword the ‘compensation’ as

symbolic ‘penalty’; as the whole spirit of SOP regulations would

foregone, if it is not treated as deterrent.

61


161) The Commission has gone through various suggestions as furnished by

various stakeholders. In fact the Commission is specifying for the first

time, the compensation to be paid by the Discom on not-achieving of

certain standards in supply of electricity to the consumers. It is

mentioned that the SOP provisions can be made more stringent after

review by the Commission, keeping in view the improvement in the

infrastructure by the Discoms with the passage of time.

162) As regards the suggestion of Shri Rajendra Kumar Mehta, the

Commission is of the view that it would not be desirable to incorporate

separate sector specific compensation amount in these SOP

Regulations.

163) As regards the suggestion of Shri Shanti Prasad, the Commission is of

the view that the amount of compensation payable to an individual

consumer cannot be reduced on the ground of involvement of large

number of consumers.

164) However, considering suggestions of stakeholders brought out above

relating to delay in payment once the specified period is over, the

Commission has decided to add following new foot-note:

‘ii. The above mentioned amount of compensation shall remain

the same if time taken by licensee is up to double the specified

period; thereafter the amount of compensation shall be double

the amount specified above.’

165) As regards time limit for making payment of compensation, the same

has already been specified under Regulation 6 of these SOP

Regulations.

166) The suggestions of Shri Bolia relating to improvement of infrastructure

and the suggestion of Shri R. G. Gupta relating to payment

mechanism of compensation; have already been addressed to in the

foregoing paras.

1. Restoration of supply


167) These should be time linked; otherwise the distribution Licensee will not

be serious in attending the complaint once the specified initial time is

crossed. The proposed compensation should be for each day of delay

otherwise it has no meaning but result in harassment to consumer as

he/she has to incur much more expenditure and time in lodging the

complaint, appearing before the Forum, making appeal etc. There

must be sufficient detrimental action on the licensee. No eye-wash

62

please. The Commission has to protect the consumer’s interest, not to

throw salt on its wounds.


168) The suggestion has already been addressed in foregoing paras.

169) Looking to the fact that EHV system is beyond the purview of the

distribution licensees, the provision of paying compensation to EHT

consumers for no current complaints and overhead / underground

line /cable breakdowns in case of EHV system, has been deleted

under sub-clause 1.1, 1.2 and 1.3 of the schedule.



170) The Commission has not specified the Quality of Supply parameters in

the proposed Regulations though the same is available in the existing

regulations.

171) As far as the compensation amount is concerned it must be time

linked, as discussed in case of no-current, as above.


172) The parameter relating to Quality of Supply appearing under the draft

Schedule has been deleted as discussed above.

173) With the deletion of Item number 2 as above, the subsequent Item

numbers of the Schedule and formats have been revised accordingly.

3. Meter Complaints


174) For replacement of stopped /defective /burnt Meter, instead of

making reference of other code, please specify the amount.

175) For no-current complaint it should be time based


176) The matter relating to reproducing of Supply code provisions, have

already been dealt in foregoing paras.

177) The Commission has also decided that the words ‘(for delay per

month or part thereof)’ may be deleted in view of new foot-note

mentioned above.

4. Shifting of Meter / Service line


178) It should be time based

63


179) The matter relating to time limit has already been dealt in foregoing

paras.

5. Release of new connection/additional power





paras.

6. Transfer of ownership or change of category





paras.






paras.

9. Restoration of a disconnected consumer





paras.

10. Compensation for damages on account of heavy fluctuations in supply or

short circuiting of lines


188) How the Forum will decide whether it was a case of heavy fluctuation

or not? When there is damage to house hold equipments, it is a sure

case of high voltage than the nominal voltage of the supply to which

the consumer belongs. These events should be clearly defined.

64


189) The matter has already been dealt in foot-note and would further be

elaborated in the Manual. As such, no change in the existing provision

is required.

Schedule-3 Overall Standards of Performance for a Licensee:

Shri D.P.Chirania

190) All these indices in the schedule should be sub-division level based

and based on sub-division’s performance, the overall performance of

the Licensee should be adjudged.

191) There should be a provision of scaling fine and that fine should not be

recovered from tariff.

192) There should be a provision of prudent check at the level of the State

Commission or some empowered committee constituted by the

Commission otherwise there will be ample chance of manipulation

and thus there will be no material improvement in the performance of

the Licensee.


193) It would not be practicable for the Commission to monitor the

standards of performance at sub-divisional level.

194) The matter relating to allow in ARR, the compensation amount paid by

the Discoms to the consumers, has already been dealt herein above,

at appropriate place.

195) As regards checking at the level of the State Commission or some

empowered committee constituted by the Commission has noted the

suggestion.

3.1 Consumer Satisfaction


196) Consumer satisfaction should be got examined from an outer agency

consisting of experienced persons. The Commission should get

feedback from such agency.


197) As regards checking by an outer agency, the Commission would take

action at appropriate time.

65

3.2 Replacement of incorrect meters


198) The Discom should purchase meters of specified standards and also

keep 25% of consumer meters reserved in the store out of which 10%

be kept duly tested for immediate use. Further distribution at

corporate level, Circle level and District level may be 5&2, 10&4 and

40&4 respectively.

Shri G.L. Sharma and Shri D. P. Chirania

199) The words “try to” may be deleted. Keeping such words would defeat

the very purpose of prescribing the standards of Performance. Similarly

also the words “try to” appearing in first line in item 3.3 under this

schedule should also be deleted.


200) The Commission feels that it is for the Discom to manage their affairs so

as to meet the required standards.

201) The Commission does not find the suggestion of Shri G. L. Sharma and

Shri D. P. Chirania, as acceptable.

3.3 Replacement of Transformers


202) The Discom should purchase sufficient numbers of transformers and

also keep some transformers reserved in the store for replacement of

defective transformers immediately. Presently transformers are not

available for replacement. In Ajmer Discom 7000 single phase and

16000 three phase transformers are lying defective whereas only 1000

transformers are available in the stores.

Shri D. P. Chirania

203) The use of word “try” is totally diluting the things. It must be a very

specific with certain punishment measures.

204) The term ‘working condition’of the transformer is also a vague term.

Most of the transformers are not checked for years, oil leaks, dust

accumulation on the insulators are very common. The Commission

should specify maximum damage rate for the power and distribution

transformers, capacity wise.


205) In reference to the suggestion of Shri Bolia and Shri Jat, it is stated that

it is for the Discom to manage their affairs so as to meet the required

standards.

66

206) In reference to the suggestion of Shri Chirania, it is stated that the

Commission has already specified the minimum standards to be

achieved in the matter of transformer failure, separately for Distribution

and Power Transformers.

3.4 Reliability Indices


207) The Discoms are not having proper infrastructures for collecting the

required data. The statistical structure of the Discoms is detoriating day

by day. Therefore it is necessary to rebuild such structure for which

services of retired persons of power sector may be obtained.

208) During the hearing Shri Bolia complained that the format of reliability

indices was too complicated to be filled- in by the illiterate/semi-

literate staff.

Shri G.L. Sharma

209) It is submitted that the reliability indices should have been specified

with these standards to complete matter instead of keeping it for

future.

Shri D. P. Chirania

210) During the hearing Shri Chirania argued that the SoP were in place in

2003, and these stipulated that the Commission shall specify the

benchmarks after one year. He said that the indices mentioned were

impossible to apprehend or compile and impressed that non realistic

data should be removed.


211) It is observed that interruptions within 05 minutes occur more

predominantly on 11KV/LT network, the major causes of which is

frequent tripping on faults, heavy loading, frequent shut downs taken

by staff to facilitate small works/other similar type reasons. It shall not

be prudent to ignore such type practical situation of field area in

isolation

212) Keeping in view of above facts of field, it will be prejudice with “Judge

the reliability” of system, the following amendment shall be laid down

in formula of calculation to indices SAIDI, SAIFI & MAIFI.

A1 = Total number’s of sustained interruption each longer than 05

minutes.

C1 = Total numbers of momentary interruptions each less than 05

minutes.

67

213) To serve better & achieving SoP benchmark, the necessary provision

shall be laid down in SoP regulation

214) Total numbers of scheduled outages for 11 KV feeder shall not be

exceeds more than 12/18 in a year.

Shri R.G.Gupta

215) The Commission shall appreciate that SAIFI, SAIDI and MAIFI were not

mentioned by the Commission even in the earlier performance of

regulation. It is high time that these three parameters which is

important yardstick for ensuring supply reliability should now be

specified in these regulations, if necessary, some more time can be

taken. The regulation which are now being issued should be complete

in all respect.

216) It is also very important that these three parameters should be feeder

wise and not for Discoms area as a whole to be fair with consumers.

Jodhpur Discom

217) Since supply of rural areas is being fed from single phase transformer,

hence, Jodhpur Discom is of view that Rural Area may be deleted.


218) The time specified by the Commission is prudent and hence the

method of reliability indices is self-sufficient to measure the

contingencies in the system and measure the performance. The spirit

of SOP is to gradually improve the system performance and to remove

the contingencies. Strict levels of performance would be proving to be

back-burner of various initiatives; which Discoms cannot achieve in

the present scenario.


219) Looking to the practical difficulties of the Discoms in working out the

Reliability Indices even specified under the existing regulations for the

want of reliable data, as brought out by the Discoms during the

hearing as well as by various stakeholders; the Commission has

decided to retain the existing provisions of Reliability Indices, for the

time being.

220) Commission shall notify benchmarks of the reliability indices through a

separate order. These benchmarks as suggested by Shri R. G. Gupta,

cannot be specified in these regulations,. Further, it would not be

practicable to have benchmark for each feeder, as suggested by Shri

R. G. Gupta.

68

221) With regards to other suggestions, it is mentioned that the SOP

provisions can be made more stringent after review by the

Commission, keeping in view the improvement in the infrastructure by

the Discoms with the passage of time.

Schedule -4: Minimum Overall Standards of Performance to be achieved by

a Licensee

Shri G.L. Sharma,

222) It has been mentioned that Commission would separately specify the

overall reliability indices standards required to be achieved by each

licensee. It is submitted that such reliability indices should have been

specified with these standards to complete matter instead of keeping

it for future

223) At S.no 2 under item B- system Reliability the words “meters in service”

may be replaced with the word “meters installed”. Similar correction is

also required in Form SoP-2.

Jaipur Discom

224) Consumer Satisfaction: The Minimum Standards figures 98% and 95%

may be considered 95% and 90% respectively.

225) System Reliability: The Minimum Standards figures 95% may be

considered 90%.

226) Beside above, formats prescribed with the Draft Regulations for

seeking information from field officers are bulky and considering past

experience, it seems that most probably, the field officers will not be

able to furnish the information incorporated in the formats. The

Commission is requested to take a practical view in this regard.


227) As already mentioned above, the Commission shall consider to lay-

down benchmarks of the reliability indices through a separate

administrative order.

228) As suggested by Shri G. L. Sharma, the words “meters in service” shall

be replaced with the word “meters installed” at S.no 2 under item B-

system Reliability. Similar correction shall also be done in Form SoP-2.

229) As requested by the Jaipur Discom, the Minimum Standards figures

98% and 95% shall be revised to 95% and 90% respectively under the

item ‘A. Consumer Satisfaction’ and the Minimum Standards figures

95% shall be revised to 90% under the item ‘B. System Reliability’.

69

9. Further, the formats have been suitably modified. Moreover, to have

flexibility in slight modifications in the existing formats, the Commission has

decided to insert a new sub-regulation 8(3) as mentioned above.

10. Accordingly, the ‘Rajasthan Electricity Regulatory Commission (Standards

of Performance for Distribution Licensees) Regulations, 2014, finalized as

above with minor other changes, wherever required, as placed below

duly authenticated, may be got published in official Gazette.

11. The copy of this Memo, along-with the finalized regulations, may be sent to

the State Government, concerned utilities and other Stakeholders.

(S. Dhawan) (D.C. Samant)

Member (T) Chairman

70

RAJASTHAN ELECTRICITY REGULATORY COMMISSION

JAIPUR

--- February, 2014

No. RERC/ Secy / Regulation -- In exercise of the powers conferred on it by

sections 57 to 59 read with sections 86(1)(i), 181(1) and 181(2)(za & zb) of the

Electricity Act, 2003 (36 of 2003) and all other powers enabling it in this behalf,

the Rajasthan Electricity Regulatory Commission hereby makes following

regulations, namely:

1. Title and Commencement

(1) These Regulations shall be called the ‘Rajasthan Electricity Regulatory

Commission (Standards of Performance for Distribution Licensees)

Regulations, 2014.

(2) These Regulations shall come into force with effect from 1st October,

2014. However compensation amount for the non-compliance of these

Regulations by the licensees, shall be payable to the affected persons,

from the date(s) to be notified separately by the Commission.

2. Scope of Application

These regulations shall be applicable to all the Distribution Licensees

including Deemed Licensees in the state of Rajasthan.

3. Definitions

In these Regulations, unless the context otherwise requires:

(1) “Act” means the Electricity Act, 2003;

(2) “Area of Supply” means the area within which a licensee is authorized by

his license for supply of electricity;

(3) “Call-centre” means the office set-up by the licensee with adequate

technology to register and process the complaints against the supply of

electricity, round the clock throughout the year;

(4) “Commission” means the Rajasthan State Electricity Regulatory

Commission;

(5) “Class-1 Cities” means the cities with population of more than 2,00,000

as per census of India 2011;

(6) “Extra High Tension” (EHT) means the nominal voltage exceeding 33kV

between the phases;

71

(7) “High Tension” (HT) means the nominal voltage exceeding 440 volts but

not exceeding 33kV, between the phases;

(8) “Licensee” means the Distribution Licensee, including Deemed

Distribution Licensee;

(9) “Low Tension” (LT) means the nominal voltage not exceeding 440 volts

between the phases;

(10) “Rural Areas” means the areas covered by Gram Panchayats and

Panchayat Samities;

(11) “SOP” means standard of performance;

(12) “Urban Areas” means the areas covered by Municipal Corporations and

Municipalities including the areas falling under the various Urban

Development Authorities, Cantonment Authorities and Industrial estates

or townships, excluding the areas covered under Class-1 Cities.

Words and expression used and not defined in these regulations but

defined in the Act shall have the meanings assigned to them in the Act.

Expressions used herein but not specifically defined in these regulations

or in the Acts but defined under any law passed by a competent

legislature and applicable to the electricity industry in the state shall

have the meaning assigned to them in such law.

4. Guaranteed Standards of Performance

(1) The licensee shall provide best services well within time limits specified in

Schedule-1 of these regulations, which are the guaranteed standards of

service for its consumers. The failure of licensee to achieve these

guaranteed standards shall entail payment of monetary compensation

to the affected persons as per these regulations.

(2) These guaranteed standards shall be read with the provisions specified

under the RERC (Electricity Supply Code and Connected Matters)

Regulations – 2004 and other relevant regulations, amended from time

to time.

5. Complaint Handling Mechanism

(1) The licensee shall publish a “Manual for Handling Consumer Complaints”

incorporating the details of call centres, toll free telephone numbers for

registering the complaints & to inform the status of its redressal, details of

concerned officers, guaranteed SOP, compensation & its payment

mechanism, application format and other relevant details, including

that of Consumer Grievance Redressal Forum (CGRF) and Electricity

Ombudsman.

72

(2) The manual shall be in both languages i.e. English & Hindi and shall also

have the format prescribed by licensee for claiming the compensation.

It shall be available at every sub-divisional office for reference of general

public as also for sale at nominal cost.

(3) A copy of the Manual shall be filed with the Commission within three

months from the date of commencement of these regulations.

(4) The licensee shall establish Call-centres, easily accessible to its

consumers, within

i. 12 months in Class-1 Cities

ii. 18 months in Urban Areas

from the date of commencement of these regulations. The time

limit for establishment of call centres in rural areas shall be notified

separately by the Commission.

(5) The affected person shall lodge the complaint with the respective Call

centre. However, the licensee shall continue to use the existing channels

for recording and redressal of the consumer complaints till the

establishment of Call centres.

(6) The licensee shall depute sufficient staff at its Call centres, set-up with

adequate technology. It shall provide one or more ‘Toll-free number’

with sufficient lines to register and process the complaints against the

licensee’s services, round the clock throughout the year. The complaints

may be received in person or through telephonic voice or SMS or in

writing.

(7) The licensee, immediately upon establishment of its Call centres with toll-

free telephone number, shall advertise through a public notice in

newspapers in circulation in the area of supply. Such toll free numbers

shall also be indicated on the electricity bills.

(8) The Call-centre shall

i. register the complaint received in person or through telephonic

voice or SMS or in writing and allot a complaint number which shall

be communicated to the complainant for further reference. A

model format for registration of the complaints is enclosed at

Annexure – I;

ii. within 30 minutes of registering the complaint, intimate to the

complainant through telephone or otherwise, the nature of fault

and status of the complaint;

iii. intimate the status of redressal of grievance as and when asked by

the complainant;

iv. intimate the contact details of the next higher authority in case the

complainant is not satisfied with the redressal of his complaint.

73

v. provide a copy of the relevant extract of Annexure-I to the

complainant on demand, free of cost, for claiming the

compensation; within three days of receiving a request.

(9) The office where the complaint has been registered shall redress the

complaint within the time specified for the purpose. In case any

instructions/sanction is required to be obtained from higher authority, it

shall be obtained by the complaint registering office. The affected

person shall not be required to approach such higher authority.

(10) Complaint against non- registration of complaints and/ or failure to

perform/redress the complaint within specified time period, may be

brought to the notice of the concerned Assistant Engineer /Executive

Engineer by the affected person for expediting the redressal of the

complaint.

6. Payment of Compensation

(1) In the event of non-fulfilment of any Guaranteed Standards of

Performance, specified in Schedule – 1, the affected person may file an

application personally or by registered post to the concerned Assistant

Engineer, in the format prescribed by the licensee, for the claim of

compensation as specified in Schedule – 2 of these Regulations. Such

application can be filed within 30 days of expiry of the specified time.

The licensee shall pay such compensation, by way of adjustment

through electricity bills, not later than 90 days from the date of violation

of the Guaranteed Standard failing which an additional compensation

@ 1% of the compensation amount shall be payable to the affected

consumer for each week of delay or part thereof.

(2) Failure by the licensee to pay the compensation as per Regulation 6(1)

above shall constitute a Grievance, which shall be dealt and decided

by the respective Consumer Grievance Redressal Forum, in

accordance with procedure set out in the RERC (Guidelines for

Redressal of Grievances) Regulations, 2008.

(3) In case the Forum does not decide the amount of compensation within

the specified time or the aggrieved consumer is not satisfied with the

decision of the Forum, he will be free to approach the Electricity

Ombudsman, who shall deal and decide the case under RERC

(Settlement of Disputes by Electricity Ombudsman) Regulations, 2010.

(4) The aggrieved consumer shall not be liable to pay any fee for lodging a

claim of compensation under these regulations before the licensee,

Forum or Electricity Ombudsman.

74

(5) The payment of such compensation shall be without prejudice to any

penalty which may be imposed or prosecution be initiated for the failure

of the licensee in meeting the standards specified in these Regulations.

7. Overall Standards of Performance

(1) The licensee shall achieve the Overall Standards of Performance in the

discharge of its obligations towards the various standards specified in

Schedule-3. The minimum Overall Standards of Performance to be

achieved by a licensee during the year shall be as specified in

Schedule-4.

(2) The compensation amount paid by the licensee, may be allowed to be

recovered partly or fully in the ARR, keeping in view the extent to which

the licensee is able to achieve the Overall Standards as per the

Schedule - 3.’

8. Submission of SOP Reports

(1) The licensee shall furnish the Commission as well as the Electricity

Ombudsman, half yearly reports within 45 days respectively from 30th

September and 31st March of each financial year, indicating its actual

performance in the formats SOP-1 to SOP- 5, attached to these

regulations. These formats are as listed below;

SoP 1: Establishment of Call Centers

SoP 2: Redressal of Consumer Complaints

SoP 3: Compensation Information

SoP 4: SAIFI

SoP 5: SAIDI

(2) The licensee shall also furnish a report along with the half yearly reports

as per (1) above, indicating

i. the measures taken to improve performance,

ii. the reasons for not achieving the specified targets, if any.

(3) The Commission may revise the formats through separate orders, as

warranted necessary from time to time.’

9. Information with respect to Levels of Performance

The Commission shall once in every half year arrange for the publication,

in such form and manner as it considers appropriate, of such of the

information furnished to it under Regulation 8 above, by each licensee.

75

10. Exclusions of Events

The application of the standard of performance specified in these

regulations shall remain suspended in case of force majeure

i. events such as war, mutiny, civil commotion, riots, flood,

cyclone, lightning, earthquake, fire etc. affecting licensee’s

installations and also under wind or rainy conditions affecting

safety of electrical equipment and personnel,

ii. activities like strike, lockout, outages of generation or

transmission lines, instructions of SLDC for shut down, any act of

law beyond the control of the licensee, and

iii. outages due to shut down required to carry out the work by /

for other agency.

11. Protection of Consumer Rights

Nothing contained in these regulations, shall in any way, prejudice or

affect the rights & privileges of the consumers under other laws including

the Consumer Protection Act, 1986 (Central Act of 68 of 1986).

12. Repeal and Saving

1) Save as otherwise provided in these regulations, the RERC (Distribution

Licensee’s Standards of Performance) Regulations, 2003 are hereby

repealed on coming into force of these regulations except the

Regulation 9(iii) thereof so far as charging of cost / security in case of

burnt meters, is concerned which will remain in force till it is

incorporated in the RERC (Supply Code and Connected Matters)

Regulations, 2004.

2) Notwithstanding such repeal anything done or action taken or

purported to have been done for the purpose of meeting SoP

obligation shall be deemed to have been done or taken under the

corresponding provisions of these Regulations.

3) Any rights and liabilities arising out of the Regulation so repealed shall

be settled within the framework of the repealed Regulations.

13. Power to remove difficulties

If any difficulty arises in giving effect to the provisions of these Regulations,

the Commission may Suo-motu or on a petition, by general or specific

order, makes such provisions not inconsistent with the provisions of the

Act, as may appear to be necessary for removing the difficulty.

76

14. Power to amend

The Commission may, at any time, vary, alter, modify or amend any

provision of these Regulations, with reasons to be recorded in writing.

15. Power to Relax

The Commission, may by general or special order, for reasons to be

recorded in writing, and after giving an opportunity of hearing to the

parties likely to be affected, relax any of the provisions of these

Regulations on its own motion or on an application made before it by an

interested person.

By order of the Commission,

(G. K. Sharma)

Secretary

RERC, Jaipur

77

Schedule - 1

Licensee’s Guaranteed Standards of Performance

1. Restoration of Supply:

1.1 No Current Complaint

The licensee shall restore the supply in case of supply related problem/

fault like blowing of HT/LT fuse/MCB prior to meter or at distribution

transformer or due to loose connections at meter or service line within:




from the time of reporting of fault by the consumer. However in

case of any practical difficulty if a complaint is not redressed during

the period 10 PM to 6 AM, it could be redressed later within the time

frame specified above, excluding such period in reckoning of the

said time frame.’

1.2 Overhead line/cable breakdowns

The licensee shall restore the supply in case of its overhead line/cable

breakdowns within:

iv. 6 hrs. in Class 1 Cities

v. 12 hrs. in Urban Areas

vi. 24 hrs. in Rural Areas

from occurrence of fault. However in case of any practical difficulty

if a complaint is not redressed during the period 10 PM to 6 AM, it

could be redressed later within the time frame specified above,

excluding such period in reckoning of the said time frame.’

1.3 Underground cable breakdowns

The licensee shall restore the supply in case of breakdown of its

underground cable within:




from occurrence of fault. However in case of any practical difficulty

if a complaint is not redressed during the period 10 PM to 6 AM, it

could be redressed later within the time frame specified above,

excluding such period in reckoning of the said time frame.’

1.4 Transformer failure

The licensee shall restore the supply in case of failure of its transformer

within:

a) Distribution Transformers




from the time of reporting of fault by the consumer and

b) Power Transformers

78

3 working days from occurrence of fault.

1.5 Scheduled outages

Interruption in power supply due to schedule outages, other than the

load-shedding, shall be notified by licensee at least 24 hours in advance

for planned shutdown and same day in emergent cases and shall not

exceed 10 hours in a day. The supply should normally be restored by 6 PM


2.1 Voltage Variations

The licensee shall maintain voltages at the point of commencement of

the supply to a consumer within the limits as under subject to voltage

availability within the specified limits at incoming point of the distribution

system:

iii. +6% and -6% in case of LT supply

iv. +6% and -9% in case of HT supply

and in case of variation, the problem shall be resolved within the time

frame as given below:

v. 2 working days in general

vi. 1 month in case of transformer repair/ replacement

vii. 4 months in case of substation augmentation

viii. 6 months in case of new substation

from the time of reporting by the consumer.

3. Meter Complaints

3.1 Testing of Meter

In case a consumer reports that meter is not functioning properly, a

notice can be given to the licensee, who shall verify the correctness of

meter at site and if required replace the meter within 2 months of the

date of notice by the consumer.

3.2 Replacement of stopped / damaged / burnt Meter

In case of stopped / damaged / burnt meter reported by the consumer

or noticed by the licensee, the meter shall be replaced by the licensee,

within 2 months of such detection.

Provided that in case of no current complaint on account of stopped /

damaged / burnt meter, the licensee shall replace the meter within 48 hrs

of reporting by the consumer or detection by the licensee, as the case

may be, unless it is established that the meter has been tempered or

damage in any way including excess load by the consumer, in which

case, the licensee shall replace the meter within 48 hours after depositing

the amount of security of meter towards cost of meter by the consumer.

4. Shifting of Meters/Service Lines

79

4.1 Demand Note

The licensee shall inspect and inform the estimated cost to the consumer

within 15 days of receipt of application.

4.2 Shifting of Meter

The licensee, on receipt of amount of demand note and necessary

clearances / no-objection, shall shift the meter within:

i. 7 working days in case of LT consumers

ii. 15 working days in case of HT consumers

4.3 Shifting of Service Line

The licensee, on receipt of amount of demand note and necessary

clearances / no-objection, shall shift the service line within:

i. 15 working days in case of LT consumers

ii. 1 month in case of HT consumers

5. Release of New Connections or additional power

5.1 The licensee shall release new connections to different categories of

consumers under different situations, as per the norms specified in the

RERC Supply Code Regulations.

5.2 In case of any delay in release of new connection or additional

power, the consumer should first approach the concerned sub-divisional

officer who shall appraise him the factual status in the matter and

expected date / period of completion of work. In case of un-satisfactory

response, the consumer may get the complaint lodged in Call centre.’

6. Transfer of ownership and change of category

6.1 The licensee, on receipt of necessary documents certifying the transfer

of ownership or change of category, as the case may be, shall transfer

the ownership of the connection or change of category on the existing

system, within 2 months.


7.1 In case of any billing problem, the consumer should first approach the

concerned Sub-divisional officer or Billing officer who shall resolve the

problem. However, in case of un-satisfactory response, the consumer may

get his complaint lodged in Call centre. The licensee shall resolve the

billing problem within:

iii. 3 working days, in case no information is required to be collected

iv. 7 working days, in case some information is required to be collected

by the billing authority.

In case the complaint is genuine, the licensee shall extend the due date

for payment of bill so as to allow at least 7 working days for making

payment by the consumer.

80


8.1 The licensee, on receipt of a request and clearance of dues from the

consumer along with disconnection fee, if any, prescribed by the

Commission, shall disconnect the supply within:

i. 3 working days in Class 1 Cities

ii. 7 working days in Urban Areas

iii. 10 working days in Rural Areas

8.2 In case of permanent disconnection, the licensee shall refund all the

money payable to the consumer such as security etc and issue a “No-

Dues Certificate” within 2 months from the date of disconnection or from

the date of clearing the dues by the consumer payable to the licensee;

whichever is later.


9.1 The licensee, on clearing the dues by a disconnected consumer, shall

restore supply as envisaged under RERC Supply Code Regulations.

10. System reliability to avoid heavy fluctuations or short circuiting of lines

10.1 The Licensee shall erect and keep the system so reliable to avoid any

damage to electrical equipments of the consumers on account of heavy

fluctuations in supply voltage or short circuiting of lines.

-------------

81

Schedule-2

Compensation Payable by the Licensee

In case of failure of a licensee to meet the Guaranteed Standards of

Performance as specified in Schedule – 1 of these regulations, the following

compensation shall be payable to the consumer by the licensee-

S. No.

Ref no. of Sch.- 1

SOP Parameters Compensation to individual

1. Restoration of supply

1 1.1 No current complaint Rs. 50 for LT Rs. 100 for HT

2 1.2 Overhead Line / Cable breakdowns Rs. 50 for LT

Rs. 100 for HT

3 1.3 Under ground cable break down Rs. 50 for LT

Rs. 100 for HT

4 1.4 Transformer Failure Rs. 100 for LT

Rs. 300 for HT

5 1.5 Scheduled outage Rs. 50 for LT

Rs. 100 for HT

2. Quality of supply

6 2.1 Voltage variations Rs. 100 for LT

Rs. 300 for HT

3. Meter Complaints

7 3.1 Testing of meter Rs. 200 for LT

Rs. 500 for HT Rs. 1000 for EHT

8 3.2 Replacement of stopped /defective /burnt Meter As per Supply Code

Regulations

9 3.2 For no-current complaint due to meter Rs. 200 for LT


4. Shifting of Meter / Service line

10 4.1 Demand note Rs. 50 for LT


11 4.2 Shifting of Meter Rs. 50 for LT


12 4.3 Shifting of Service line Rs. 50 for LT

Rs. 100 for HT

5. Release of new connection/additional power

13 5.1 Release of new connection/additional power Rs. 200 for LT


6. Transfer of ownership or change of category

82

S.

No.

Ref no. of

Sch.- 1

SOP Parameters Compensation to

individual

14 6.1 Transfer of ownership or change of category Rs. 50 for LT



15 7.1 Billing complaint resolution Rs. 50 for LT



16 8.1 Disconnection of supply Rs. 50 for LT


17 8.2 Issue of no dues certificate Rs. 50 for LT



18 9.1 Restoration of a disconnected consumer Rs. 50 for LT


10. Compensation for damages on account of heavy fluctuations in supply or short circuiting of lines

19 10.1 Fan, B&W TV, Mixy Rs 500

20 10.1 Color TV, Semi-auto Washing m/c, Fridge Rs 1000

21 10.1 Full auto Washing m/c, Computer, A/C Rs 2000

Note

i. Compensation for damages on account of heavy fluctuations in supply or short

circuiting of lines shall be payable to individuals when event affects more than five

consumers on a feeder and subject to physical verification of the damaged

equipments by the licensee.

ii. The above mentioned amount of compensation shall remain the same if

time taken by licensee is up to double the specified period; thereafter the

amount of compensation shall be double the amount specified above.

83

Schedule -3

Overall Standards of Performance for a Licensee:

3.1 Consumer Satisfaction

The licensee shall redress the consumer complaints within the time limit

specified in Schedule – 1. The licensee shall maintain the minimum

overall consumer satisfaction level as specified in Schedule– 4.

3.2 Replacement of incorrect meters

The licensee shall try to replace the incorrect meters at the earliest and

keep all the consumer meters correct. The licensee shall maintain the

minimum percentage of correct meters to the total number of meters in

service as specified in Schedule– 4.

3.3 Replacement of transformers

The licensee shall try to replace the burnt or defective transformers at

the earliest and keep all the transformers in working condition. The

licensee shall maintain the minimum percentage of working

transformers to the total number of transformers connected for service,

separately for Distribution and Power Transformers, as specified in

Schedule– 4.

3.4 Reliability Indices

3.4.1 Reliability of the distribution system operated by the licensee shall be

computed on the basis of number and duration of sustained interruptions

in each half year. In a power delivery system, it may take a few minutes to

restore power after transient faults or to reroute power in the network to

restore supply to the affected area where a large number of customers

are involved. Such momentary interruptions of up to ten minutes shall not

be considered but sustained interruptions of more than ten minutes

duration shall be considered for judging the reliability of the system.

3.4.2 Reliability standards of the licensee shall be judged by the following two

indices:

a) System Average Interruption Frequency Index (SAIFI), which shall be

calculated by dividing the total number of sustained interruptions to

consumers in each half year by the total number of consumers

served. An interruption in supply to a consumer shall be considered

as one interruption to one consumer. In case of failure of a line or

transformer, number of interruptions shall be equal to the number of

consumers affected. The index shall be expressed as number of

interruptions per consumer per half year.

84

b) System Average Interruption Duration Index (SAIDI), which shall be

calculated by dividing the total minutes of sustained interruption in

supply to consumers in each half year by the total number of

consumers served. The index shall be expressed as number of minutes

of interruption per consumer per half year.

3.4.3 While calculating the above indices, the following types of interruptions

shall not be taken into account:

a) Planned outages

b) Momentary outages of ten minutes or less

c) Outages due to failure of upstream power system including

generation and transmission network.

d) Outages due to reasons allowed in these Regulations under

‘Exclusions of Events’.

3.4.4 For calculating reliability indices, licensee shall maintain data at each sub-

station and compile monthly data for each Circle to ascertain Circle wise

reliability indices of the system. The licensee shall workout each Reliability

Index as above and calculate circle wise SAIFI and SAIDI in the formats

SOP-4 and SOP-5 respectively.

3.4.5 The Commission shall separately notify the overall reliability indices

standards required to be achieved by each licensee.

85

Schedule -4

Minimum Overall Standards of Performance to be achieved by a Licensee

A. Consumer Satisfaction

S. No.

Ref no. of Sch.- 1

SOP Parameters Minimum Standards for redressal of

consumer grievances to be achieved during each year

1 1.1 No current complaint 95%

2 1.2 Overhead Line / Cable breakdowns 90%

3 1.3 Underground cable break down 90%

4 1.4 Transformer Failure(separately for LT & HT

supply consumers)

90%

5 1.5 Scheduled outage 90%

6 2.1 Voltage variation 90%

7 3.1 Testing of Meter 90%

8 3.2 Replacement of stopped/defective Meter 90%

9 3.2 For no-current complaint due to meter 90%

10 4.1 Demand note 90%

11 4.2 Shifting of Meter 90%

12 4.3 Shifting of Service line 90%

13 5.1 Release of new connection/additional

power

90%

14 6.1 Transfer of ownership or change of category 90%

15 7.1 Billing complaint resolution 95%

16 8.1 Disconnection of supply 90%

17 8.2 Issue of no dues certificate & refund of security

95%

18 9.1 Restoration of a disconnected consumer 90%

19 10.1 System reliability to avoid heavy fluctuations or short circuiting of lines

90%

86

B. System Reliability

S. No.

Ref no. of Sch.- 3

SOP Parameters Minimum Standards to be achieved during each year

1 3.2 Correct meters to the total number of

meters installed

90%

2 3.3 Transformers in working condition to

the total number of transformers connected in service

i. Distribution Transformer

ii. Power Transformer

90%

90%

3 3.4 SAIFI The Commission shall separately notify

the overall reliability indices standards

required to be achieved by each

licensee.

4 3.4 SAIDI

88

Distribution SOP Reporting Formats

Establishment of Call - Centres

SOP - 1

Name of Licensee:

For the 1st/ 2nd Half Year ending: ________

S. No.

Name of circle

Total No. of Call Centres to be established

No. of Call Centres previously established

No. of Call Centres established during the period

Total No. of Call Centres established

Call centres yet to be established

No. of consumers connected with Call centres

Total No. of consumers in the area

1

2

3

Total

(Signatures with Designation)

89


Redressal of Consumer Complaints

SOP – 2

Name of Licensee:

For the 1st/ 2nd Half Year ending _______

A. Consumer Satisfaction

S. No. Ref no.

of

Sch.- 1

SOP Parameters Complaints

brought

forward

Received

during

period

Total

complai

nts

Redressed

in time

Redress

al in

time (%)

Redressed

beyond

time

Total

complain

ts

redressed

Compla

ints

pending

Total

Redressal

(%)

Target

fixed

1 1.1 No current complaint 95%

2 1.2 Overhead Line / Cable

breakdowns

90%

3 1.3 Under ground cable break down 90%

4 1.4 Transformer Failure 90%

5 1.5 Scheduled outage 90%

6 2.1 Voltage variation 90%

7 3.1 Testing of Meter 90%

8 3.2 Replacement of stopped/defective Meter

90%

9 3.2 No-current complaint due to meter 90%

10 4.1 Demand note 90%

11 4.2 Shifting of Meter 90%

12 4.3 Shifting of Service line 90%

13 5.1 Release of new

connection/additional power

90%

14 6.1 Transfer of ownership or change of

category

90%

15 7.1 Billing complaint resolution 95%

16 8.1 Disconnection of supply 90%

90

S. No. Ref no.

of

Sch.- 1


brought

forward

Received

during

period

Total

complai

nts

Redressed

in time

Redress

al in

time (%)

Redressed

beyond

time

Total

complain

ts

redressed

Compla

ints

pending

Total

Redressal

(%)

Target

fixed

17 8.2 Issue of no dues certificate 95%

18 9.1 Restoration of DC consumers 90%

19 10.1 System reliability to avoid heavy

fluctuations or short circuiting of lines

90%

B. System Reliability

S. No. Ref no.

of

Sch.- 3


brought

forward

Received

during

period

Total

complai

nts

Redressed

in time

Redress

al in

time (%)

Redressed

beyond

time

Total

complain

ts

redressed

Compla

ints

pending

Total

Redressal

(%)

Target

fixed

1 3.2 Correct meters to the total number

of meters installed

90%

2 3.3 Transformers in working condition

to the total number of transformers connected in service

i. Distribution Transformers

ii. Power Transformers

90% 90%


91


Details of Compensation Paid

SOP - 3

Name of Licensee:

For the 1st/ 2nd Half Year ending: ________

S. No.

Name of circle

No. of consumers in the circle

No. of complaints received during the Half Year

Compensation Complaints lodged

Compensation paid

No. of consumers

Amount (Rs)

No. of consumers

Amount (Rs)

1

2

3

Total


92


Reliability Indices

System Average Interruption Frequency Index (SAIFI)

SOP - 4

Name of Licensee:

For the 1st/ 2nd Half Year ending ________

S. No.

Name of circle Total number of consumers served (1)

Total number of sustained interruptions to consumers (2)

SAIFI= (2) / (1) (Number of interruptions/ consumer)

Target specified by the Commission

1

2

3

4

5

6

Total

Note:

An interruption in supply to a consumer shall be considered as one interruption to one consumer. In case of

failure of a line or transformer, number of interruptions shall be equal to the number of consumers affected.


93


Reliability Indices

System Average Interruption Duration Index (SAIDI)

SoP - 5

Name of Licensee:

For the 1st/ 2nd Half Year ending ________

S. No.

Name of circle Total number of consumers served (1)

Total minutes of sustained interruptions to consumers (2)

SAIFI= (2) / (1) (Minutes/consumer)

Target specified by the Commission

1

2

3

4

5

6

Total

Note:

An interruption in supply to a consumer shall be considered as one interruption to one consumer. In case of

failure of a line or transformer, number of interruptions shall be equal to the number of consumers affected.


94

Model format for registering a complaint

Annexure -I

Name of Complaint Centre:

Name of circle:

Month ________

S. No

Time & Date of receiving complaint

Mode of receiving complaint

Name, Address, contact no. of complainant

A/c No.

Nature of complaint

Complaint number

Name of Sub Div & Division

Reference Guaranteed Standard

Time & Date of intimating status

Time & Date of redressal of complaint

Total time taken for complaint redressal (in Days/Hrs)

Redressal of grievance within / beyond Std time


RAJASTHAN ELECTRICITY REGULATORY · PDF fileCoram: Shri D.C. Samant, Chairman Shri S. Dhawan,...

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Transcript of RAJASTHAN ELECTRICITY REGULATORY · PDF fileCoram: Shri D.C. Samant, Chairman Shri S. Dhawan,...