Section 3 in Rajasthan Electricity Regulatory Commission (Distribution Licensees Standards of Performance) Regulations, 2003
3. Standards of Performance.
- The licensee is required to maintain standards of performance for supply of electricity to all consumers in the manner prescribed hereinafter in these regulations. The limits prescribed in these standards refer to the maximum time required to be taken to perform different activities of consumer service. It shall be the endeavour of the licensee to provide best possible service well within time limits specified in these regulations.(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 systems service line, payment of bills and other services relating to power supply, in a register to be maintained for this purpose. A unique number shall be allotted to each complaint. This complaint number shall be conveyed to the consumer. The licensee shall ensure redressal of all complaints promptly.(ii)Complaints in respect of supply of electricity, its metering, billing, and payment thereof, shall be made at specified offices of the licensee. Licensee shall convey the name of office (s), its address (s) and telephone numbers where the consumer can lodge complaints, at least once with the electricity bill and also display it at the AEns office.(iii)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. The higher authority may also directly communicate the decision. The complainant should not be required to approach such higher authority.(iv)Complaints against non-registration of complaints and failure to perform within the lime limits and/or to meet the performance targets, as specified in these regulations, shall be made to the concerned Executive Engineer and in case of unsatisfactory disposal of complaint to Superintending Engineer (O & M).(v)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 as indicated in sub-clause (vi) below.(vi)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.
