Section 4 in Andhra Pradesh Electricity Regulatory Commission (Standards of Performance) Regulations, 2000
4. Restoration of Power Supply.
(1)The licensee shall restore power supply in the case of normal fuse-off calls (replacing HG fuses or LT fuses at the distribution transformer or fuses at the consumer premises) within 4 hours of receiving the complaint in towns and cities with a population of 50,000 and above (urban areas) and within 12 hours in rural areas. Location of Fuse off call centres in towns and cities calls for quicker response in attending to the complaints. For rural areas a higher time limit is fixed taking into account the larger jurisdiction and travel time involved. However Fuse of calls at consumer premises will be attended only between 8 AM to 6 PM except essential services like water supply, Hospitals etc., and other important Government services. Individual complaints of consumers received during nighttime shall be attended to within 4 working hours in urban areas.(2)The licensee shall inform the customer the likely time by which the power supply may be restored in the case of routine line breakdowns within one hour of receiving the complaint. The licensee shall restore the power supply to the consumer within 6 hours of receiving the complaint in towns and cities and within 24 hours of receiving the complaint in rural areas.(3)The Licensee shall restore supply in the case of distribution transformer failures by replacement of transformer within 24 hours of receiving the complaint in towns and cities and within 48 hours of receiving the complaint in rural areas.(4)The licensee shall rectify line faults and restore supply to street lights within 24 hours. In the case of fused or defective units, the licensee shall rectify/replace the units within 7 days.
