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State of Bihar - Section

Section 25 in Bihar Electricity Regulatory Commission (Standards of Performance of Distribution Licensee) Regulations, 2006

25.

(1)The overall standard of performance to be achieved by the Distribution Licensee shall be as specified below :
(a)Normal Fuse of Calls - The Licensee shall ensure rectification of fuse-off calls within the time limits as specified in Schedule in Chapter 7. The Licensee shall achieve this standard of performance in atleast 95% of the cases.
(b)Line Breakdowns - In case of line breakdowns, the Licensee shall ensure restoration of power supply within the time period as specified in Schedule in Chapter 7. The Licensee shall achieve such standard of performance in atleast 95% of the cases.
(c)Distribution Transformer Failure - The Licensee shall maintain the percentage of distribution transformers replacement within the time period as specified in Schedule in Chapter 7 in atleast 95% of the cases.
(d)Period of Scheduled Outages - Interruptions in power supply due to scheduled outages have to be notified in advance and shall not exceed such number of hours in a day as specified in Schedule in Chapter 7 and the licensee shall ensure that the supply is restored by such time as specified in the Schedule. The Licensee shall achieve both of these standards of performance in atleast 95% of the cases.
(e)Street Lights - The Licensee shall as soon as possible attend to complaints relating to non working of street lights or not operating property, to the extent the matter lies within the purview of the Licensee, atleast 90% of the cases be attended and resolved within the time limit as specified in Schedule in chapter 7.
(f)Billing Mistakes - Billing mistakes shall not exceed 1% of the total bills prepared, 99% of the cases related to billing mistakes should be resolved within the time period as specified in Schedule in Chapter 7.
(g)Faulty Meters - The licensee shall maintain the percentage of faulty Meters not greater than 3% of the total number of meters in service 99% of the cases in urban areas and 33% of the cases in rural areas shall be resolved within the time period as specified in Schedule in Chapter 7.
(h)Voltage Unbalance - The licensee shall ensure that the voltage unbalance does not exceed 3% at the point of commencement of supply.
Atleast 98% of the cases related to voltage unbalance shall be resolved within the time period as specified in Schedule in Chapter 7.
(i)Release of new connections/ Additional Load/Temporary Connection - All cases (100%) of release of new connection, additional load and temporary connection on application by the applicant/consumer should be resolved within specified time limits.
(k)Transfer of Ownership and Conversion of Service - At least 98% of the cases related to transfer of ownership and conversion of service should be resolved within specified time limits.
(2)The summary of overall performance standards is as follows :
  Service area Overall standard of performance
a Normal fuse-off calls At least 95% calls received should be rectified withinprescribed time limits
b Line Breakdowns At least 95% of cases should be resolved within prescribedtime limits.
c Distribution Transformer (DTR) failure At least 95% of DTRs to be replaced within prescribed timelimits.
d Period of scheduled outage  
  Maximum duration in a single stretch At least 95% of cases resolved within time limit
  Restoration of supply by 6.00 PM
e Street Light Faults  
  Rectification of line faults At least 90% of cases resolved within time limits
  Replacement of fused/defective unit
f Billing mistakes Not exceeding 1%
g Faulty meters Not exceeding 3%
h Voltage unbalance Maximum of 3% at the point of commencement of supply.
i Release of new connection/additional load/Temporary connection 100% cases within specified time limits
k Transfer of Ownership and Conversion of Service At least 98% of cases within specified time limits.