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State of Rajasthan - Section

Section 15 in Rajasthan Electricity Regulatory Commission (Distribution Licensee’s Standards of Performance) Regulations, 2003

15. Exemption.

- (A) Adherence to specific standard of performance may be relaxed during Force Majeure condition such as war, mutiny, civil commotion, riot, flood, cyclone, storm, lightening, earthquake, and strike/curfew, lockout, fire affecting the licensee’s installations and activities and also under wind or rainy conditions where safety of electrical equipment and personnel is not possible.
(B)Commission under specific circumstances may relax provisions of regulations in general or in specific cases for the period specified in its order.
Appendix-AFormat for registering the complaints at complaint centres/JEn/AEn officesName of office ...................
S.No. Time and Date Name, Address & A/c. No. of the Complainant Complainants Nature of complainants Classification Complaint classification & itsNo. Time and Date of redressal of grievance
1 2 3 4 5 6
           
Total time taken (in Hrs./Mts.) No. of Consumer affected Total duration of interruption (7x8)=9 (inhrs./mts.) Whether redressed within stipulated time as perStandards of performance Yes/No. Remarks Signature of AEn/JEn/ARO/CCA
7 8 9 10 11 12
           
Instructions
(i)Separate register shall be maintained for complaints of Type-A and other than Type-A
(ii)Compilation will be made every month Unattached complaints may be brought forward after each intervals, so that a true picture of the pendency is reflected.
Classification of Complaints :
(A)Interruption in power supply :-
(i)Loose connections from pole
(ii)Interruption due to line breakdown
(iii)Interruption due to failure of transformer
(B)Quality of power supply
(i)Ordinary case, which requires no argumentation.
(ii)Where argumentation is required.
(c)Meters
(i)Stopped/Defective meters.
(ii)Billing on average basis for more than two bills
(D)Overhead lines
(i)Loose Wires
Inadequate ground clearance
(E)Bills
(i)For current bills where no additional information is required
(ii)Where additional information relating to correctness of reading etc. is required.
(F)Service connections (Domestic & Non Domestic)
(i)Where extension of mains is not required.
(ii)Where extension of mains is required.
(iii)Modification in connected load.
(iv)Name change/reconnection.
(G)Refund of amount due in regard to temporary connection.
(H)Others
Appendix-BRegister for Compiling the Complaints Classification-wiseMonth:...........Name of Office:...................
Classification Pending complaints previous month Complaints received during themonth. Total Complaints No. of complaints redressed duringthe month Balance Complaints to be redressed(4) to (9)
In stipulated time Beyond stipulated time
Within 50% of stipulated time Within stipulated time Up to double the stipulated time More than double the stipulated time Total (5) to (8)
1 2 3 4 5 6 7 8 9 10
A (i) to HA (ii)A (iii)B (i)B(ii)C (i)C (ii)D (i)D (ii)E(i)E (ii)F(i)F (ii)F (iii)F (iv)GH                  
Appendix-CStatement Indicating Maximum time Limits for Various Activities/redressal of Complaints Appearing in the S.O.P.
S. No. Name of Activity/type of Complaint Prescribed Maximum Period
1 2 3
1. Complaints of novoltage/interruption in Power Supply on account of any reasonincluding blowing of HT/LT use at consumer premises or ofdistribution transformer/MCB trouble or due to looseconnections/disconnection at meter, MCB or service line, (not dueto line fault or distribution and/or power transformers(s)failure) (Complaints received during 8 A.M. to 10 P.M.)Clause 4 (i). 4 hours in industrial, municipal& army/cantonment & PHED installations.24 hours in rural areas.
2. Individual complaints receivedduring night times (10 P.M. to 8 A.M.Clause 4 (i) 4 hours on next day inindustrial, municipal & cantonment areas & military/PHEDinstallations.Next day in rural areas.
3. Routine line faultsClause 4 (iii) In 8 working hours in industrial,municipal and cantonment areas and military/PHED installations.24 hours in rural areas
4. Failure of distributiontransformerClause 4(iv) Replacement of transformer andrestoration within 2 days in industrial, municipal and cantonmentareas and military/ PHED installation3 days in rural areas.
5. Failure of powertransformer/associated switchgearClause 4(v) 7 days, Restoration in two days, if technically feasible.
Quality of power supply
6. (a) Poor quality due to Neutralvoltage exceeding 2% of the supply voltage(b) Low or high voltage (i.e.Phase voltage exceeding tolerance as per IE Rules).(c) Voltage fluctuations orflickering.(d) High leakage current.(e) Supply voltage withindividual harmonics exceeding 1%.(f) Streetlights off or notoperating property.(g) Inadequate electricalclearances.Clause 5 Improvement in 7 days or toinform to consumer, if beyond licensees control.Inadequacy of distribution system to be resolved in 180 dayssubject to material availability and techno-economic feasibility.
7. Scheduled outagesClause 6 Not to exceed 10 hours during daytime on any day.
Meters
8. Regular Inspection, checkingtesting of large/MIP industrial and NDS consumers.Clause 9(i)(a) Once in six months.
9. Regular Inspection,checking andtesting of other consumers.Clause 9(i) (b) Once in three years.
10. Replacement of defective meter.On request of consumerClause 9(i) (d) 60 days.15 days
Billing Complaints
11. Complaints on wrongbilling/incorrect tariff/non-receipt or bill/inadequate timeClause 11(i) Immediate -if reported in personor telephonically.7 working day, If complaints received by post.
12. Complaints of arithmetical errorsor non receipt or inadequate time for paymentClause 11 (ii). Same day, if made in person. On the day of acknowledgement, if complaint sent by post.
13. Any other billing complaintsClause 11 (ii) 7 days
14. Other complaints (including ofrecurring nature)Clause 13 Enquiry in 30 days.Rectification within 60 days thereafter.
Release of Connections
15. New Connection-Domestic/NDS Issueof demand note Release of connectionClause 10 Within 21 days of receipt of application 30 days of deposit ofDN and completion of formalities in Urban Areas and 45 days inRural Areas**
16. New Industrial Connections
Loads up to 60 HP
Issue ofDemand NoticeReleased of connection Within 21 days of receipt ofapplicationWithin 30 days after compliance of demand notice/otherformalities, if no augmentation is required otherwise 45 days.
Loads up to 60 HP and up to 300 KW
Issue of Demand noticeRelease ofconnection Within 30 days of receipt ofapplicationWithin 60 days after compliance of Demand Notice.
Loads above 300 KW and up to 3000KW
Issue of feasibility clearanceIssue of Demand noticeRelease ofconnection Within 45 days of receipt ofapplicationWithin 60 days of receipt ofapplicationWithin 75 days of after compliance of DemandNotice/formalities by prospective consumers.
Loads above 3000 KW and up to 33KV Supply
Issue of feasibility clearancesIssue of Demand NoticeRelease ofconnection Within 45 days of receipt ofapplication.Within 60 days of receipt ofapplicationWithin 90 days after completion of Demand Notice/formalitiesby prospective consumers
132 KV and higher voltage supply
Issue offeasibility clearanceIssue ofDemand noticeRelease of connection Clause 10 Within 90 days of receipt ofapplicationWithin 120 days of receipt ofapplicationWithin 180 days after completion of Demand Notice/formalitiesby the applicant if no forest clearance is involved.
17. Release of New Ag. Connection**Clause 10 120 days from receipt of DN amount or due date of DN,whichever is later.
**Subject to the condition that the distribution system exists and connection is technically feasible.