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NCT Delhi - Section

Section 4 in The North Delhi Power Limited Complaint Handling Procedures Relating To Distribution and Retial Supply

4. No Current/failure of power supply.

- Power supply in premises could fail due to one of the following reasons, which could be attributed to Distribution Companies (DISCOM):
(i)Fuse blown out tripping of MCB
(ii)Burnt meter
(iii)Service line broken
(iv)Service line snapped from pole
(v)Fault in distribution mains
(vi)Distribution transformer failed/burnt
(vii)HT mains failed
(viii)Problem in grid (33 kV or 66 kV) substation
(ix)Planned/scheduled/emergency Maintenance work.
(x)Load Shedding
In case of failure or interruption of power supply, complaint can be lodged over the telephone to the Centralized Call Center of the Licensee giving the details of name, address and brief nature of the complaint."No supply" complaints received at the Centralized Call Center shall be immediately acknowledged by providing a unique complaint number to the complainant. The Centralized Call Center shall keep a detailed log of all complaints received in a database/ register.In case the Centralized Call Center is aware that the complaint is due to any of the reasons listed at (v)-(x) above, he shall inform the complainant the reason(s) for power failure and also indicate the approximate time required for restoration of power supply. Nevertheless, he shall register each complaint received and issue a unique complaint number for such complaints also.The Centralized Call Center shall communicate the complaint to the mobile service groups at the concerned Service Centers. The mobile service group would then proceed to the address provided by the complainant, investigate the cause of complaint and resolve the problem. Upon resolution of the complaint, the complaint-receiving center (No-current Complaint centre / Centralized Call Center) shall be informed of the status.In case, the cause of the complaint is more severe, due to any reason(s) listed at (v)-(x) above, the Mobile service group shall inform the nature of the fault and approximate time required for rectification to the complainant and also to the Centralized Call Center. He shall also inform the next higher authority to take appropriate action to deploy additional resources and materials to resolve the complaint.All complaints shall be monitored by the Centralized Call Center regarding resolution of the complaint within the stipulated time limit as given below:
Nature of cause of power supply failure Maximum Time Limit for restoration.
Fuse blown out or MCB tripped Within 3 hours
  Suburban – 8 hours
Service line broken Within 6 hours
Service line snapped from the pole Suburban – 12 hours
Fault in distribution mains Temporary Supply to be restored within 4 hours from alternatesource, wherever feasible.
  Rectification of fault and thereafter Restoration of powersupply within 12 hours
Distribution transformer failed/burnt Temporary Restoration of supply through mobile transformer oranother backup source within 8 hours, wherever feasible
  Replacement of failed transformer within 48 hours
HT mains failed Temporary restoration of power supply within 4 hours,wherever feasible.
  Rectification of fault within 12 hours
Problem in grid (33 kV or 66 kV) substation Restoration of supply from alternate source, whereverfeasible within 6 hours
  Roster load shedding may be carried out to avoid overloadingof alternate source.
  Repair and restoration of supply within 48 hours
Failure of Power Transformer Restoration of supply from alternate source, whereverfeasible within 6 hours
  Roster load shedding may be carried out to avoid overloadingof alternate source.
  Replacement action to be intimated to DERC within 72 hours
Burnt meter Restoration of supply by bypassing the burnt meter within 6hours
  Replacement of burnt meter within 3 days
In case no information is received by the complaint-receiving center within the stipulated time given above, the Call Centre shall escalate the complaint to the concerned Executive Engineer.The escalation process shall be inbuilt within the system and the calls shall escalate automatically every two hours up to the level of GM (Operations) using the server-based system until the resolution of the complaint is logged. All complaint-handling officers shall be provided with mobile wireless based communication devices for the dissemination of complaint related information.The concerned authority would then appraise the call center about the resolution of complaint.In the event that the next higher authority is unavailable or is unable to resolve the problem within the stipulated time, the complaint will be escalated, through the proper channel, to the General Engineer (Operations).Daily MIS reports shall be provided to the CEO, the GM (Operations) and DGM / Chief Engineers (Distribution) giving the status of pending complaints. MIS reports, giving category-wise total number of complaints received and details of the complaints which could not be attended within the stipulated time, along with reasons thereof, shall be submitted to the Commission on quarterly basis.