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Supply Activity/Event |
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Standard |
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Compensation Payable |
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(1) |
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(2) |
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(3) |
| 1. |
Provision of Supply (Including Temporaryconnection)
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| (i) |
Time period for completion of inspection ofapplicant's premises from the date of submission of application
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Seven (7) days (Class I Cities)Seven (7)days (Urban Areas)Ten (10) days (Rural Areas)
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Rs. 100 per week or part thereof of delay |
| (ii) |
Time period for intimation of charges to beborne by applicant from the date of submission of application
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Fifteen (15) days (Class I Cities)Fifteen(15) days (Urban Areas)
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Rs. 100 per week or part thereof of delay |
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(a) In case connection is to be given from anexisting network
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Twenty (20) days (Rural Areas) |
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(b) Where extension or augmentation ofdistribution main
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Thirty (30) days. |
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(c) In case applicant seeks dedicateddistribution facility, time period for intimation of charges tobe borne by applicant from the date of submission ofapplication.
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Thirty (30) days. |
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| (iii) |
Time period for provision of supply from thedate of receipt of completed application and payment of charges:
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Rs. 100 per week or part thereof of delay |
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-in case connection is to be from existingnetwork
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One (1) month |
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-where extension or augmentation ofdistributing main is required
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Three (3) months |
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-where commissioning of new sub-station forminga part of the distribution system is required
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One (1) year |
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| 2. |
Restoration of Supply |
| (i) |
Fuse off call |
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Three (3) hours. (Class I Cities)Four (4)hours. (Urban Areas)Eighteen (18) hours. (Rural Areas)
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Rs. 50 per hour or part there of delay |
| (ii) |
33kV/ 22kV/ 11kV/400 V Overhead line breakdown |
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Four (4) hours. (Class I cities areas)Six(6) hours. (Urban Areas)Twenty-four (24) hours (Rural Areas)
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| (iii) |
Underground cable fault |
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Eight (8) hours (Class I cities)Eighteen(18) hours (Urban Areas)Forty-eight (48) hours (Rural Areas)
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| (iv) |
Distribution transformer failure |
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Eighteen (18) hours (Class Icities)Twenty-four (24) hours (Urban Areas)Forty-eight(48) hours (Rural Areas)
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| (v) |
Burnt Meter |
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Eighteen (18) hours (Class Icities).Twenty-four (24) hours (Urban Areas).Forty-eight(48) hours (Rural Areas).
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| 3. |
Quality of Supply |
| (i) |
Maintenance of voltage within the specifiedrange of the declared voltage.
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In case of low or medium voltage, within 6 % ofthe declared voltage.
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Rs. 100 per week or part thereof for whichvoltage varies beyond the specified range:
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In case of high voltage, within 6 % on thehigher side and within 9 % on the lower side of the declaredvoltage.
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Provided that compensation specified aboveshall be payable,-
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In case of extra high voltage, within 10 percent on the higher side and within 12.5 per cent on lower sideof the declared voltage.
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(i) In Mumbai city and Suburbs, MumbaiMetropolitan Region and Pune Metropolitan Region.
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(ii) In all other Municipal Corporation areasat the end of one year from the notification of theseRegulations :
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(iii) Provided further that the Commissionshall separately notified the date on which such compensationshall be payable in other areas, not covered above, in theState.
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| (ii) |
Control of the harmonics level at the point ofsupply.
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As per IEEE STD 519-1992. |
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Rs. 100 per instance provided that theCommission shall separately notify the date from which suchcompensation shall be payable.
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| 4. |
Meters |
| (i) |
Meter inspection in case of customer complaintregarding meters.
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Four (4) days (Class I cities).Seven (7)days (Urban Areas).Twelve (12) days (Rural Areas).
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Rs. 50 per week or part thereof of delay. |
| (ii) |
Replacement of meter if found faulty. |
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Within subsequent billing cycle |
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Rs. 50 per week or part thereof of delay. |
| 5. |
Reconnection |
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Reconnection of a consumer who has beendisconnected for less than six (6) months, from the time ofpayment of either all amounts to the satisfaction of theDistribution Licensee or, in case of a dispute, such amountunder protest in accordance with the proviso to sub-section (1)of Section 56 of the Act.
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Four (4) hours (Class I cities).Twenty-four(24) hours (Urban Areas).Two (2) days (RuralAreas).
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Rs. 100 per week or part thereof of delay. |
| 6. |
Complaints on Consumer's Bills |
| (i) |
Acknowledgement of receipt of consumercomplaint.
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Immediately if complaint is filed/ lodged inperson or telephonically.Seven (7) days if made by post.
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Rs. 100 per week or part thereof. |
| (ii) |
Resolution of billing complaints,- |
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(i) About electricity bills regarding nonreceipt of bill or inadequate time for payment.
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Within 24 hrs. of receipt. |
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Rs. 100 per week or part thereof. |
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(ii) In case of other complaints. |
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During subsequent billing cycle. |
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Rs. 100 per week or part thereof. |
| 7. |
Consumer charter/service |
| (i) |
Visible display of name tag by authorizedrepresentative of Distribution Licensee and he shouldproduce/show proof of identity and authorization if consumerasks.
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All interaction with consumer. |
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Rs. 50 in each case of default. |
| 8. |
Other Services |
| (i) |
Reading of consumer's meter. |
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Once in every three months (agricultural). |
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Rs. 100 for first month or part thereof ofdelay ;
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Once in every two months (all other consumers). |
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Rs. 200 per month or part thereof beyond thefirst month of delay.
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| (ii) |
Time period for other services from the date ofapplication :
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Rs. 100 per week or part thereof of delay. |
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- change of name |
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Second billing cycle |
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- change of tariff Category |
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Second billing cycle |
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- reduction in contract demand/sanctioned load. |
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Second billing cycle |
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- Closure of account - Time period for paymentof final dues to consumer from the date of receipt ofapplication for closure of account.
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Thirty (30) days (Class I cities and UrbanArea).
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Forty Five (45) days (Rural Areas). |
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