Section 4 in Rajasthan Electricity Regulatory Commission (Distribution Licensees Standards of Performance) Regulations, 2003
4. Interruption in Power Supply.
- (i) The licensee shall attend complaints of no [voltage/interruption] [No voltage complaints will Include 'no voltage' on one or more phases and/or disconnection of neutral.] in Power Supply on account of any reason including blowing of HT/LT fuse at consumer premises or of distribution transformer/MCB trouble or due to loose connection/disconnection at meter, MCB or service line, and shall restore power supply, if not due to line fault or distribution and/or power transformer(s) failure, within 4 hours of receiving the complaint in all industrial, municipal and cantonment areas and in case of Military and PHED installations while within 24 hours in rural areas. The licensee shall maintain as far as possible uninterrupted supply of power to Railways and in case of any disruption, restore the supply on top priority basis. Complaints at consumer premises will be attended normally between 8 a.m. to 10 p.m. individual complaints of consumers received during night times (10 p.m. to 8 a.m.) shall be attended to within 4 working hours of the next day in industrial, municipal and cantonment areas and in case of military and PHED installations and next day in rural areas.(ii)Within one hour of receipt of complaint, licensee shall find out whether it is due to line fault, failure of distribution transformer or power transformer and/or its switchgear. For any subsequent complaint or enquires, the licensee shall inform the consumer of this fact and likely time by which the power supply will be restored.(iii)In case of routine line fault, the licensee shall restore the power supply to the consumer within 8 working hours of receiving the complaint/information in industrial, municipal and cantonment areas as also in case of Military and PHED installations and within 24 hours of receiving the complaint/information in rural areas.(iv)In case of failure of distribution transformer (i.e. 11/0.4 KV) the licensee shall effect replacement of transformer and restore power supply within 2 days of receiving the complaint/information in industrial. municipal and cantonment areas as also in case of Military and PHED installations and within 3 days of receiving the complaint/information in rural areas.(v)in case of failure of power transformer or associated switchgear, the licensee shall replace/repair it within 7 days of receipt of complaint/information, efforts will be made by the licensee to restore the supply in 2 days, if technically feasible.(vi)Two formats indicating procedure of registration of complaints at the Complaint Centre and for compiling data about various complaints as per classification are appended herewith at annexure-A and B respectively
