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NCT Delhi - Section

Section 63 in The Delhi Electricity Supply Code And Performance Standards Regulations, 2007

63. Procedure for lodging complaint:.

- (i) Complaint can be lodged over the telephone to the Centralised Complaint Receiving Centre of the Licensee, giving the details of name, address, telephone no., if available and brief nature of the complaint.
(ii)All complaints received shall be immediately acknowledged by providing a complaint number to the complainant. The Centralised Complaint Receiving Centre shall keep a detailed log of all complaints received in a database/ register.
(iii)In case the Centralised Complaint Receiving Center is aware that the complaint is due to any of the reasons listed at (e) – (j) in para 62(iii) above, he shall inform the complainant the reason(s) for power failure and also indicate the approximate time required for restoration of power supply. Nevertheless, he shall register each complaint received and issue a unique complaint number for such complaints also.
(iv)The Centralised Complaint Receiving Center shall communicate the complaint to the mobile service groups at the concerned Complaint Centers. The mobile service group would then proceed to the address provided by the complainant, investigate the cause of complaint and resolve the problem. Upon resolution of the complaint, the Centralised Complaint Receiving Center shall be informed of the status who would log the same in the record.
(v)In case, the cause of the complaint is more severe, due to any reason(s) listed at (e)–(j) above, the Mobile service group shall inform the nature of the fault and approximate time required for rectification to the complainant and also to the Centralized Complaint Receiving Center. He shall also inform the next higher authority to take appropriate action to deploy additional resources and materials to resolve the complaint.
(vi)All complaints shall be monitored by the Centralized Complaint Receiving Center regarding resolution of the complaint within the stipulated time limit as given below:
Table 8
Nature of cause of power supply failure Maximum Time Limit for restoration.
Fuse blown out or MCB tripped Within three hours for Urban areasWithin eight hours forRural areas
Service line broken Within six hours for Urban areas
Service line snapped from the pole Within twelve hours for Rural areas
Fault in distribution mains Temporary Supply to be restored within four hours fromalternate source, wherever feasible.Rectification of faultand thereafter Restoration of normal power supply within twelvehours
Distribution transformer failed/burnt Temporary Restoration of supply through mobile transformer oranother backup source within eight hours, whereverfeasibleReplacement of failed transformer within forty-eighthours
HT mains failed Temporary restoration of power supply within four hours,wherever feasible.Rectification of fault within twelve hours
Problem in grid (33 kV or 66 kV) substation Restoration of supply from alternate source, wherever feasiblewithin six hoursRoster load shedding may be carried out toavoid overloading of alternate source.Repair and restorationof supply within forty-eight hours
Failure of Power Transformer Restoration of supply from alternate source, wherever feasiblewithin six hoursRoster load shedding may be carried out toavoid overloading of alternate source.Replacement action tobe intimated to the Commission within seventy-two hours andreplacement of power transformer within 20 days
Burnt meter Restoration of supply by bypassing the burnt meter within sixhoursReplacement of burnt meter within three days
Street light complaint Restoration within seventy-two hours
(vii)In case no information is received from Mobile Service Group by the Complaint Center/Centralized Call Center within the stipulated time given above, the Call Center/Complaint Center shall escalate the complaint to the concerned Authorized Officer/District Manager.
(viii)The escalation process shall be inbuilt within the system and shall escalate automatically every two hours up to the level of GM (Operations) using the server-based system until the resolution of the complaint is logged. All complaint-handling officers shall be provided with mobile wireless based communication devices for the dissemination of complaint related information.
ix In the event that the next higher authority is unavailable or is unable to resolve the problem within the stipulated time, the complaint will be escalated to the General Manager (Operations).Voltage Complaints
(x)In the case of Low / High voltage, the complaint should be lodged at the Centralised Call Center/Complaint Center giving name, address, telephone no., if any, of the complainant along with brief nature of the problem faced. The operator on duty shall register the complaint and intimate the complaint number in every case.
(xi)The Centralized Call Center/Complaint Center shall communicate the complaint to the mobile service groups at the concerned Service Centres. The mobile service group would then proceed to the address provided by the complainant, investigate the cause of complaint and resolve the problem.
(xii)In case problem is local e.g. due to loose connection of service line, the mobile group shall rectify the fault themselves. In case the voltage problem is due to some other reason(s), such as, deficiency in the system, the mobile group shall bring this to the notice of the Area Assistant Manager/Designated Officer.
(xiii)The Area Assistant Manager/Designated Officer shall ascertain if the problem can be rectified by changing the Tap position of the transformer or proper control of the capacitors installed in the system and if possible, he shall do so. However, in case the Assistant Manager finds that problem is due to deficiency in the distribution system requiring up-gradation of distribution lines, transformers, capacitors etc., he shall inform the District Manager for taking further necessary action.
(xiv)The consumer shall also be informed of the need to switching on or switching off of the capacitors installed in his premises when the connected load is not in operation which shall also help the consumer to extend the life of the capacitors besides avoiding over voltage problems, if the capacitors are not controlled automatically.
(xv)The voltage problem shall be resolved with the time limits specified in Table given below:
Table 9
No. Cause of problem related to voltage variation Time limit for the rendering service Authorised Person Next higher level for complaint
1. Local problem Within 4 hours Assistant Manager District Manager
2. Tap of transformer Within 3 days Assistant Manager District Manager
3. Repair of distribution line / transformer / capacitor Within 30 days Assistant Manager District Manager
4. Installation and Up-gradation of HT / LT System Within 90 days Assistant Manager District Manager
(xvi)The Licensee shall submit to the Commission monthly MIS reports giving category-wise number of complaints received and the complaints, which could not be resolved within the stipulated time and reasons thereof,
(xvii)Scheduled outages/load shedding:
In case of frequent load shedding or scheduled outages (excluding statutory power cuts), amounting to more than 12 hours on any day, the complaint can be lodged with the District Manager of the concerned area in the format given at ANNEXE-XIII. The District Manager shall acknowledge the receipt of such complaint and arrange to prevent such recurrences.Metering and Billing Complaints
(xviii)Metering and billing complaints could be due to one of the following reasons:
(a)Delay in providing new connection.
(b)Delay in transfer of connection.
(c)Delay in enhancement/reduction of load.
(d)Replacement of defective/burnt meter.
(e)Change of category.
(f)Disconnection and restoration of supply.
(g)Seals missing.
(h)Wrong billing.
(i)Vacation of premises/change of occupancy.
(xix)In case of metering and billing complaints, these shall be referred to Commercial Manager. These shall be resolved in the time frame allowed as per these Regulations and consumer shall be apprised accordingly.
(xx)Monitoring of Complaints
(a)Daily MIS reports shall be provided to the CEO, and GM (Operations) giving the number and status of pending complaints.
(b)MIS reports, giving category-wise total number of complaints received and details of the complaints which could not be attended within the stipulated time, along with reasons thereof, shall be submitted to the Commission on monthly basis both for power supply and metering, billing and other commercial complaints.