|
COMPLAINT
HANDLING PROCEDURE RELATING TO DISTRIBUTION AND RETAIL SUPPLY
1. This "Complaint Handling Procedure relating to Distribution and Retail
Supply" (Complaint Handling Procedure, for short) is adopted by the Central/Northern/Sourthern/Eastern
Power Distribution Company of A.P. Limited in pursuance of condition 20.2
of the Distribution and Retail Supply Licence of Central/Northern/Sourthern/Eastern
Power Distribution Company of A.P. Limited read with APERC Regulations
6& 7 relating to Standard of Performance and Consumer's Right to Information
respectively.
2.
Nature of Complaints:
The
consumer Complaints are categorised under seven heads as below:
1. Interruption / failure of power supply
2. Voltage Complaints
3. Load shedding / Scheduled outages
4. Problems in metering
5. Billing problems
6. Disconnection and reconnection of power supply
7. Delay in providing new connection.
3.
Time limit for rectification and resumption of service.
A
summary of time limits for rendering service to consumers in LT/HT categories
is as follows:
| S.No. |
Type
of service |
Time
limit for rendering the service |
| (1) |
Interruption
/ Failure of Power supply |
a.
Fuse off Calls:
(i) Replacement of fuses
Cities & Towns - 4 working hours
Rural Areas - 12 working hours
(ii) Line Breakdowns
Cities & Towns - 6 hours
Rural Areas - 24 hours
b.
Street Lights:
Rectification of line fault - 24 hours
Replacement of fused or - 7 days
defective units
c.
Replacement of failed Distribution Trs.
In cities and in towns - 24 hours
In Rural areas - 48 hours
d.
Replacement of damaged service wire
(i) In case of damage to}7 days from the date of
service wire due to }payment
of cost of
Consumer's fault
}service wire by the
}Consumer.
(ii) In case of damage to }7 days,from the
service wire on account of }date of receipt
normal wear and tear }of
complaint.
(service wire to be supplied}
by the Licensee free }
of cost). }
|
| (2) |
Voltage
Complaints |
10
days in case of local problems and 120 days in cases requiring augmentation
of distribution system. |
| (3) |
Scheduled
outages excluding statutory power cuts |
Such
interruptions will be informed 24 hours in advance through Press,
Public Address System, Electronic Media and /or telephone to the public.
The period of interruption shall not exceed 12 hours on any day and
in each event the supply is to be normally restored by 6.00 PM. |
| (4) |
Metering
problems |
Inspection
and checking the correctness of the meter within 7 working days of
complaint. Replacement of defective meter shall be:
(a) Stuck up/defective meters - within 30 days of receiving complaint.
(b) Burnt meters - (i) within 7 days of complaint if the burning is
not due to causes attributable to consumer. (ii) Wherever the cost
of meter is to be recovered from the consumer, notice for payment
to be given within 7 days of complaint, and meter to be replaced within
7 days of receiving payment and after necessary corrective action
was taken to avoid recurrence of the damages to the meter.
(c) If meter is found tampered during inspection, appropriate action
will be taken as provided under law.
(d) If delay is anticipated in replacement of defective/burnt meters
due to non-availability of meters with the Licensee, the Consumer
may procure meters of one or the other 'makes' approved by the Licensee
and also produce the purchase bill to the Section Officer of Licensee.
The Consumer may also hand over the meter procured by him to the Section
Officer, who will acknowledge the receipt of meter and arrange for
Testing, calibration and sealing of meter by MRT wing immediately
and also arrange to replace defective/burnt meter by such privately
owned and tested meter within 7 days from the date of handing over
of the meter by the respective consumer. |
| (5) |
Billing
Problems including category change. |
1.
The licensee shall acknowledge the consumer's complaint immediately
if received in person and within 7 working days if the complaint is
received by post.
(2) The licensee shall resolve consumer's complaint regarding Electricity
Bills due to him or served to him, immediately if no additional information
is required to be collected. In case any additional information is
required to be collected, it shall be resolved
a. Within 7 days if the complaint is made
within 7 days of receipt
of bill by the consumer, and
b. Within 15 days in other cases.
In case the complaint
of the consumer is genuine
and revision of bill already issued became
necessary, the due date for payment
of bill should be reckoned from the date
of revised bill for purpose of calculating additional
charges for belated payment or for
disconnection of supply.
(3) A meter reading card / pass book shall be maintained by the licensee
at consumers' premises in appropriate form and all periodical readings
taken for billing purposes, all check readings and meter changes should
be recorded on the meter card / pass book duly attested by a person
authorised to do so by the licensee. |
| (6) |
Disconnection
and Re-connection of power supply |
a.
After serving 7 days' notice in cases where there is a neglect to
pay any charge for energy or otherwise, in all other cases, as stipulated
in APERC Regulations No. 7 on 'Consumer's Right to Information'. In
this regard, whenever the authorised representative of the Licensee
visits a consumer's premises to carry out disconnection, he should
have in his possession the proof of serving 7 day notice on the consumer
as required in APERC Regulation No.7 on Consumer's Right to Information.
Such proof should be shown to the Consumer or his/her representative
before effecting the disconnection. Incase the Licensee's representative
is not able to show the proof of serving the 7 day notice, a further
time of 24 hours must be allowed to facilitate the consumer to effect
payment.
b. Immediate disconnection in the following cases:
i. Tampering with the meter or metering equipment.
ii. pilferage energy through bypassing the meter or direct tapping
from the line.
iii. Unauthorised reconnection of the disconnected service
iv. Illegal use of the supply afforded. Reconnection shall be made
within 2 working hours in urban areas and 24 working hours in rural
areas of producing the reconnection order issued by ERO / SAO to the
Section Officer/ ADE. Complaints on improper disconnection and delayed
reconnection must be immediately resolved. |
| (7) |
New
Connections including release of Addl. Connected loads. |
(i)
LT Supply:
a. Sending notice of inspection - within 2 days of receipt of application
complete in all respects.
b. Inspection - within 3 days of sending the notice.
c. Communication of estimated charges indicating the probable date
of release of connection - within 10 days of fixing the point of entry
of supply mains etc if the connection is proposed to be given from
existing network and within 30 days if extension is required or if
enhancement of distribution transformer capacity is needed.
d. Commencement of supply - (1) within 15 days of approval of applicant's
installation and payment of necessary charges if the connection is
from existing network and (2) within 30 days if line extension is
involved or if enhancement of distribution transformer is needed.
(ii) HT Supply
a. Feasibility - within 15 working days of receipt of application
b. Estimate charges indicating the probable date of release of connection
- within 30 working days of notifying the feasibility
c. Commencement of supply - within 120 days of payment of estimated
charges and Electrical Inspector's clearance
(iii) EHT Supply
a. Feasibility - within 60 working days of receipt of application
b. Estimate charges indicating the probable date of release of connection
- within 30 working days of notifying the feasibility
c. Commencement of supply - within 180 days of payment of estimated
charges and Electrical Inspector's clearance Strict seniority should
be followed by the Licensee in release of services after approval
of applicants' installation by the competent authority and payment
of necessary charges by the prospective consumer. |
4.
Complaint Handling Procedure
1. Interruption/failure of power supply:
In case of failure or interruption of power supply, complaint shall be
lodged in the Fuse Off Call Centre of the area or any centralised complaint
centre of the Licensee giving the details of name, address, consumer number
and brief description of the complaint. The complaint can be lodged either
in writing or over telephone. The operator on duty at the FOC Centre is
required to register the complaint and intimate a complaint number in
every case and restore power supply within the time period indicated in
Section 3 (1) above.
In the event of non-response or inadequate response by the Fuse off Call
Centre / centralised complaint centre, a consumer may lodge complaint
with the Section Officer in charge of the area. The complaint to the Section
Officer should be made either in writing or by telephone. Section Officer
should register the complaint and intimate the complaint No. in every
case. The Section Officer should ensure rectification of the fault within
the time stipulated above. In case of major failure involving transformers
or 11 kV feeder including the terminal equipment or both, it should also
be rectified within the period specified. In case the complaint is not
rectified within the stipulated period, a complaint can be made to the
Assistant Divisional Engineer (ADE) of the area in the format at Annexure-I.
The ADE shall acknowledge the complaint and take immediate action to restore
the supply the same day. In case the complaint is not resolved within
a day by the ADE, the consumer can complain to the officer of next higher
level i.e., the Divisional Engineer/Operation (DE/O) (head of electricity
supply division) who shall not only arrange for immediate restoration
but also investigate into the delays caused in attending to the complaint.
The procedure for lodging complaints is indicated in Table - A below.
Table
- A
|
S.No
(1)
|
Category
of Consumers
(2)
|
Where
to lodge complaint
(3)
|
Next
higher level for complaint
(4)
|
| 1. |
For
all LT consumers a. Fuse off calls (b) Line breakdowns/ transformer
failure, etc. |
Fuse off call centre / Centralised complaint centre Section Officer
|
Section Officer Assistant Divisional Engineer/ Divisional Engineer
|
| 2. |
HT
consumers (all complaints) |
Section
Officer |
Assistant
Divisional Engineer/ Divisional Engineer |
(2).
Voltage Complaints
In
the case of Low / High voltage of power supply, the complaint should be
lodged in the Fuse Off Call Centre or any centralized complaint centre
giving name, address, consumer number of the complainants along with brief
description of the problem faced. The complaint can be lodged either in
writing or over telephone. The operator on duty shall intimate the complaint
number after registering the complaint in every case. In the event of
non-response or inadequate response by the Fuse Off Call Centre or any
centralised complaint centre within 4 hours of lodging the complaint,
the consumer may lodge complaint with the ADE of the area for the redressal
of the grievance. The Complaint should be lodged with the ADE in writing
in the format furnished at Annexure-I. The receipt of the complaint shall
be acknowledged by the ADE who shall resolve the complaint within a minimum
period of 10 days of receipt of complaint in case of low voltage due to
local problem and 120 days due to deficiency in the system requiring upgradation
of distribution lines, transformers or installation of capacitors. In
case the problem relates to upgradation of the system, the ADE shall give
a written response within 10 days of receipt of complaint. In case the
problem is not solved within the above time limits, the DE/O is to be
contacted who will do the needful without any delay.
(3).
Scheduled outages/load sheddings: In case of frequent load sheddings or
scheduled outages (excluding statutory power cuts), amounting to more
than 12 hours on any day complaint could be lodged by the consumer in
the format given at Annexure-I with the Divisional Engineer of the concerned
area. The Divisional Engineer shall acknowledge the receipt of such complaint
and arrange to prevent such recurrences.
(4).
Metering Problems If the meter is found to be defective, the consumer
shall lodge the complaint with the Section Officer in the format given
at Annexure - II, who will get it replaced within the time limit specified
under Section 3 (4) above. Where the meter is found OK and does not require
replacement and if the consumer is not satisfied with the decision of
the Section Officer, he may seek for special test in the Licensee's Laboratory
duly paying the testing charges. Excess or short amount if any will be
adjusted in future bills, if the error is found to be beyond allowed limits.
In case of burnt meters also the same will be replaced within the time
limit specified in para 3(4) above. In case the problem is not resolved
within the time specified, the complaint may be lodged by the consumer
with the ADE concerned in the format given at Annexure - III. The ADE
shall acknowledge the complaint and take remedial action without any delay.
(5).
Billing problems: including change of category : Complaint in respect
of non-receipt of energy bills/ receipt of erroneous bills shall be lodged
by the consumer or by his authorised representative in writing, in duplicate,
in the proforma at Annexure-II with the officer concerned of the area,
as indicated in column 3 of Table - B below who shall resolve the minor
problems across the table. In all other cases requiring rectification
of records, checking the meter, etc., it will be resolved within the time
periods indicated in Section 3 above failing which the consumer can make
a complaint to the officer mentioned in column 4 of Table - B below in
the prescribed form at Annexure-III. Receipt of the complaint shall be
acknowledged in all cases.
Table
- B
|
Sl.No.
(1)
|
Category
of Consumers
(2)
|
Where
to lodge complaint
(3)
|
Next
higher level for complaint
(4)
|
| 1. |
All
LT consumers |
Assistant
Accounts Officer/ ERO |
Divisional
Engineer |
| 2. |
HT consumers
Discrepancies in bills |
Senior
Accounts Officer/ Operation circle |
Superintending
Engineer |
(6).
Disconnection and reconnection of power supply:
Complaint
in respect of improper disconnection and delay in reconnection of power
supply should be lodged with the officer mentioned in column 3 of the
Table-C given below. The complaint may be made by the consumer or his
authorised representative in the format given at Annexure-III. Receipt
of the complaint shall be acknowledged and the complaint shall be resolved
immediately if the consumer is not at fault. Otherwise a suitable reply
to the complainant shall be given within 2 days. The consumer may contact
the next higher level officer mentioned under column (4), if the complaint
is not resolved as mentioned above.
Table
- C
|
Sl.No.
|
Category
of Consumers
|
Where
to lodge complaint
|
Next
higher level for complaint
|
|
(1)
|
(2)
|
(3)
|
(4)
|
|
1.
|
All
LT services
|
Asst.
Divisional Engineer
|
Divisional
Engineer
|
|
2.
|
All
HT services
|
Divisional
Engineer
|
Superintending
Engineer
|
(7).
New Connections/shifting or change of installation:
Registration
- Application forms are available free of charge
-
All LT applications other than Industrial to be registered in Section
Office (Section Officer)
- LT
applications for industrial supply to be registered with DE/O
- HT
applications with CMD less than 5000 kVA with SE/Operation.
- HT
applications with CMD of 5000 kVA and above with CE/Commercial.
Registering
the applications will be done on payment of registration fee as prescribed
from time to time. For shifting or change of installation also the time
frame will be same as is applicable to corresponding category of new connection.
When
the applicant doesn't get proper response within the time limit as stipulated
in Section 3 (7) above, he may lodge a complaint to the official mentioned
at column 3 of Table - D below. If he doesn't get adequate response from
the said officer within seven working days, he may contact the next higher
officer mentioned at column 4 of the Table. Complaint should be lodged
in writing in the proforma at Annexure - IV.
Table
- D
|
Sl.No
. (1)
|
Type
of new connections
(2)
|
Where
to lodge complaint
(3)
|
Next
higher level for complaint
(4)
|
|
1.
|
For
all LT connections other than industrial.
|
Asst.
Divisional Engineer (Operation)
|
D.E.
|
|
2.
|
LT
industrial connections.
|
Divisional
Engineer (Operation).
|
S.E.
|
|
3.
|
For
HT connections with a contract demand of less than 5000 kVA
|
Superintending
Engineer (Operations)
|
CE/
Commercial
|
|
4.
|
For
HT connections with a contract demand of 5000 kVA and above
|
Chief
Engineer (Comml.)
|
MD
of DISCOM
|
5.
Complaint / Appeal before Licensee's Highest Authority
When
the applicant / consumer does not get proper response even after approaching
the next higher level officer as indicated in column-4 of the Tables A/B/C/D
or if he is not satisfied with the action taken by them, the consumer
may lodge a complaint/appeal to the MDs of DISCOMs. The Highest Authority
of the Licensee should dispose off the complaint / appeal made by the
consumer to him within 15 days from the date of receipt of complaint/appeal.
6. Statement indicating summery of the Complaint Handling Procedure
is appended as Annexure - VII.
7. Review and Monitoring
In
order to ensure implementation of the above stipulations, the following
monitoring procedure shall be adopted by the Licensee.
*
The "Consumer Grievance Register" shall be maintained by the above designated
officers in the prescribed
proforma vide Annexure - V.
* The Register shall be reviewed
by every Divisional Engineer (O) once in a fortnight. He will also send
monthly progress
reports to Superintending Engineer (Operations) and CE/ RAC in the prescribed
format vide Annexure
- VI.
* The Register shall be reviewed
by every Inspecting Officer during inspections.
* Monday shall be strictly observed
as Grievances Day.
*There shall be a separate Grievance
Monitoring Cell at SE's office under DE/Tech. and keep a record for
follow up.
* The time limit prescribed for
attending to each type of grievance shall be strictly adhered to as indicated
earlier.Wherever any complaint refers to more than one type of grievance,
the designated officer
shall attend the complaint pertaining to him and also send a copy of the
complaint to the other
concerned officer for redressal.
* Where the complaints referred
to are not redressed in time by the designated office, the same shall
be reported to the
Divisional Engineer (Operation) clearly explaining the reasons for the
hold up. Where redressal
of a complaint could not be done, the Divisional Engineer (Operation)
shall report such
cases to S.E. (Operation) and CE/ RAC every fortnight.
8.
The Licensees shall make available the following codes and Regulations
etc. (both in Telugu and English) at its offices for perusal of any Consumer:
a.
its codes of Practice (Application for supply, Conditions of Supply and
procedures, Consumer Rights statement, code of practice on payment of
bills and Complaint Handling Procedures)
b. its approved standards of Performance
c. its approved Tariff Schedule and
d. the Regulations made by APERC on Consumer's Right to Information.
e. Category-wise priority lists of New Connections shall be exhibited
in the Section Offices.
Annexure
- I
PROFORMA
FOR LODGING COMPLAINT
FOR LOW VOLTAGE/INTERRUPTION/FAILURE OF POWER SUPPLY/SCHEDULED OUTAGES/LOAD
SHEDDINGS
| Consumer
No
|
|
Complaint
Ref. No
.. (To be given by the Licensee) |
| 1. Name
and full address of the complainant |
: |
|
| 2. Brief
description of the complaint |
: |
|
| 3. Date
of complaint |
: |
|
| 4. Date/Time
since which the original Complaint at fuse off call centre is pending |
: |
|
| 5. Any
other information |
: |
|
|
|
Signature
of the Complainant
|
ACKNOWLEDGEMENT
TO BE FILLED BY THE LICENSEE AND HANDED OVER TO THE CONSUMER
| 1. Complaint
reference No. (To be given by the Licensee) |
|
Date: |
| 2. Consumer
No
.Name |
: |
|
| 3. Received
on date |
: |
|
| 4. Complaint
received by |
: |
|
| 5. Brief
detail of complaint |
: |
|
| 6. Target
date to resolve |
: |
|
|
|
Signature
of Authorised Officer
|
|
|
Designation:
Seal: |
|
(For
further assistance quote your complaint reference number)
Annexure
- II
PROFORMA
FOR LODGING COMPLAINT FOR METERING PROBLEMS AND DISCREPANCIES IN BILLS
| Consumer
No. |
|
Complaint
Ref. No
.. (To be given by the Licensee) |
| 1.
Name and full address of the complainant |
: |
|
| 2.
Brief description of the complaint |
: |
|
| 3.
Date of complaint |
: |
|
| 4.
Any other information |
: |
|
|
|
Signature
of the Complainant
|
ACKNOWLEDGEMENT
TO BE FILLED BY THE LICENSEE AND HANDED OVER TO THE CONSUMER
| 1. Complaint
reference No. (To be given by the Licensee) |
|
Date: |
| 2. Consumer
No
.Name |
: |
|
| 3. Received
on date |
|
|
| 4. Complaint
received by |
|
|
| 5. Brief
detail of complaint |
|
|
| 6. Target
date to resolve |
|
|
|
|
Signature
of Authorized Officer
|
|
|
Designation:
Seal: |
|
(For further
assistance quote your complaint reference number)
Annexure
- III
PROFORMA
FOR COMPLAINTS OF METERING PROBLEMS AND DISCREPANCIES OF BILLS/ DISCONNECTION
AND RECONNECTION OF POWER
| Consumer
No
. |
|
Complaint
Ref. No
.. (To be given by the Licensee) |
| 1. Name
and full address of the complainant |
: |
|
| 2. Copies
of the previous complaints filed with Section Officer etc. with copies
of reply received, if any |
: |
|
| 3. Date
since which the complaint is pending |
: |
|
| 4. Brief
description of the present complaint to the DE |
: |
|
| 5. Date
of complaint lodged. |
: |
|
|
|
SIGNATURE
OF APPLICANT
|
ACKNOWLEDGEMENT
TO BE FILLED BY THE LICENSEE AND HANDED OVER TO THE CONSUMER
| Division
... |
|
Date: |
| 1. Complaint
reference No. (To be given by the Licensee) |
: |
|
| 2. Received
on date |
: |
|
| 3. Complaint
received by |
: |
|
|
|
Signature
of Authorized Officer
|
|
|
Designation:
Seal: |
|
(For further
assistance quote your complaint reference number)
Annexure
- IV
FORM
FOR COMPLAINT OF NEW CONNECTIONS
|
|
Complaint
Ref. No
.. (To be given by the Licensee) |
| 1.
Name of the applicant and address of the Premises for which power
supply has been applied for |
: |
|
| 2.
Date of application for power supply along with necessary documents
|
: |
|
| 3.
Load and purpose for which power supply is required |
: |
|
| 4.
Payment receipt No., date and amount for deposit of estimated amount |
: |
|
| 5.
Details of complaint |
: |
|
| 6.
Date of lodging the complaint |
|
SIGNATURE
OF APPLICANT
|
ACKNOWLEDGEMENT
TO BE FILLED BY THE LICENSEE AND HANDED OVER TO THE APPLICANT
| 1.
Complaint reference No. (To be given by the Licensee) |
|
Date: |
| 2.
Applicant's Name |
: |
|
| 3.
Received on date |
: |
|
| 4.
Complaint received by |
: |
|
| 5.
Brief detail of complaint |
: |
|
| 6.
Target date to resolve |
: |
|
|
|
Signature
of Authorised Officer
|
|
|
Designation:
Seal:
|
|
(For further
assistance quote your complaint reference number)
Annexure
- V
Name of the Office:
Location:
Date:
Complaint
Register
|
Sl.
No.
|
Name,
Address & Tel.No. of the complainant
|
Consumer
No. and date and time of receipt of complaint
|
Complaint
Reference No. given by APTRANSCO
|
Nature
of complaint
|
Remedial
action taken to resolve the complaint
|
Date
& time of Disposal
|
Remarks
|
|
(1)
|
(2)
|
(3)
|
(4)
|
(5)
|
(6)
|
(7)
|
(8)
|
Annexure
- VI
Monthly
Report on Complaints for the month ending
| Sl.
No. |
No.
of complaints pending at the beginning of the month |
No.
of complaints received during the reporting month |
No.
of complaints resolved out of Col.(2) |
No.
of complaints resolved out of Col.(3) |
Total
No. pending at the end of the month |
Remarks
indicating inter alia reasons for non-resolution of complaints |
|
(1)
|
(2)
|
(3)
|
(4)
|
(5)
|
(6)
|
(7)
|
Annexure-
VII
SUMMARY
OF COMPLAINT HANDLING PROCEDURE
| S.No. |
Details
of consumer requirements |
Officer
to whom complaint/ requisition is to be made |
Supervising
authority |
Time
limit for compliance |
Remarks |
| Urban
areas |
Rural
areas |
| 1 |
Interruption
/ Failure of power supply |
| (i) |
Fuse
off calls |
Fuse
off call centre / Section Officer |
ADE
(Operation) |
4
hours |
12 hours |
|
| (ii) |
Line
break downs |
Section
Officer (Operation) |
ADE
(Operation) / DE (Operation) EHT |
6
hours |
24 hours |
|
| (iii) |
Replacement
of failed Distribution Transformers |
Section
Officer (Operation) |
ADE
(Operation)/ DE (Operation) |
24
hours |
48 hours |
|
| (iv) |
Replacement
of damaged service wire : |
|
|
|
|
|
| (a) |
In case
of damage to service wire due to Consumer's fault. |
Section
Officer (Operation) |
ADE
(Operation)/ DE (Operation) |
7
days |
7 days |
7 days,
from the date of payment of cost of service wire by the Consumer.
|
| (b) |
In case
of damage to service wire on account of normal wear and tear (service
wire to be supplied by the Licensee free of cost). |
Section
Officer (Operation) |
ADE
(Operation)/ DE (Operation) |
7
days |
7 days |
7 days,
from the date of receipt of complaint. |
| 2 |
Voltage
complaints |
| (i) |
Local
Problems |
FOC/
Section Officer (Operation) |
ADE
(Operation)/ DE (Operation) |
10
days |
10 days |
|
| (ii) |
System
inadequacy |
FOC/
Section Officer (Operation) |
ADE
(Operation)/ DE (Operation) |
120
days |
120
days |
|
| 3 |
Scheduled
outages/ load sheddings |
DE/Operation |
SE (Operation) |
- |
- |
|
| 4 (a) |
Replacement
of struck up/ defective meters |
Section
Officer (Operation) |
ADE
(Operation) |
30
days |
30 days |
|
| (b) |
Replacement
of burnt meter |
Section
Officer (Operation) |
ADE
(Operation) |
7
days |
7 days |
If burning
is not attributable to consumer. Otherwise within 7 days of payment. |
| 5 |
Billing
problems |
| (i) |
LT Consumers |
|
|
|
|
|
| (a) |
If no
additional information is required |
AAO/
ERO |
DE (Operation) |
Immediately |
Immediately |
|
| (b) |
If additional
information is required |
AAO/
ERO |
DE (Operation) |
7
days |
7 days |
|
| (c) |
In other
cases where additional information is required and complaint is made
with 7 days of receipt of bill |
AAO/
ERO |
DE (Operation) |
7
days |
7 days |
|
| (ii) |
HT Consumers |
|
|
|
|
|
| (a) |
If no
additional information is required |
SAO
(Operation) |
SE (Operation) |
Immediately |
Immediately |
|
| (b) |
If additional
information is required and complaint is made within 7 days of receipt
of bill |
SAO
(Operation) |
SE (Operation) |
7
days |
7 days |
|
| (c) |
In other
cases where additional information required |
SAO
(Operation) |
SE (Operation) |
15
days |
15 days |
|
| 6 |
Improper
disconnection and delay in reconnection of power supply |
| (i) |
LT Consumers |
ADE/
Operation |
DE/
Operation |
Immediately
if consumer is not at fault |
Immediately
if consumer is not at fault |
If consumer
is at fault a suitable reply is to be given within 2 days by ADE/
Operation. |
| (ii) |
HT Consumers |
DE/
Operation |
SE/
Operation |
Immediately
if consumer is not at fault |
Immediately
if consumer is not at fault |
If consumer
is at fault a suitable reply is to be given within 2 days by ADE/
Operation. |
| 7 |
New
connections / shifting or change of installation |
| (i) |
All
LT connections other than Industrial. |
Section
Officer Operation |
ADE
/ Operation |
15
days of completing all formalities and if there is no extension. 30
days if extension or additional/ enhancement of distribution transformer
is needed |
15 days
of completing all formalities and if there is no extension. 30 days
if extension or additional/ enhancement of distribution transformer
is needed |
|
| (ii) |
LT Industrial
connections |
DE/
Operation |
SE/
Operation |
15
days of completing all formalities and if there is no extension. 30
days if extension or additional/ enhancement of distribution transformer
is needed |
15 days
of completing all formalities and if there is no extension. 30 days
if extension or additional/ enhancement of distribution transformer
is needed |
|
| (iii) |
HT connections
with CMD below 5000 kVA |
SE/
Operation |
CE/
Commercial |
120
days after completing all formalities. |
120
days after completing all formalities. |
|
| (iv) |
HT connections
with CMD of 5000 kVA and above |
CE/
Commercial |
MD of
DISCOM |
180
days after completing all formalities |
180
days after completing all formalities |
|
|