GUARANTEED STANDARDS OF PERFORMANCE AND COMPENSATION TO CONSUMERS IN CASE OF DEFAULT

Service Area Standard
Compensation payable in case of violation of Standard
Compensation payable to individual consumer if the event affects a single consumer Compensation payable to individual consumer if the event affects more than one consumer
Normal Fuse-off calls
Cities and towns Within 4 working hours Rs.100 in each case of default Rs.50 to each consumer affected
Rural areas Within 12 working hours
Overhead Line/cable breakdowns
Cities and towns Within 6 hours Rs.100 in each case of default Rs.50 to each consumer affected
Rural areas Within 24 hours
Underground cable breakdowns
Cities and towns Within 12 hours Rs.100 in each case of default Rs.50 to each consumer affected
Rural areas Within 48 hours
Distribution Transformer failure
Cities and towns Within 24 hours Rs.200 in each case of default Rs.100 to each consumer affected
Rural areas Within 48 hours
Period of Scheduled Outage
Maximum duration in a single stretch Not to exceed 12 hours Rs.200 in each case of default Rs.100 to each consumer affected
Restoration of supply By not later than 6:00 PM
Voltage fluctuations
No expansion/enhancement of network involved Within 10 days Rs.100 for each day of default Rs.50 to each consumer affected for each day of default
Up-gradation of distribution system required Within 120 days Rs.100 for each day of default Rs.100 to each consumer affected for each day of default
Erection of Substation Within the time period as approved by the Commission Rs.500 for each day of default Rs.250 to each consumer affected for each day of defaultt
Meter complaints
Inspection and replacement of slow, fast/creeping, stuck-up meters Inspection within 7 days in towns and cities and within 15 days in rural areas and replacement within 15 days thereafter. Rs.100 for each day of default Not Applicable
Replace burnt meters if cause attributable to Licensee Within 7 days Rs.100 for each day of default Not Applicable
Replace burnt meters if cause attributable to consumer Within 7 days of receiving payment from consumer Rs.100 for each day of default Not Applicable
Processing of Application &intimation of relevant charges payable for new connection/sanction of additional load/Demand
All Cases- If connection feasible from existing network for release of supply Within 3 working days of receipt of application Rs.100 for each day of default Not Applicable
Network expansion / enhancement required to release of supply
Release of supply - Low Tension Within 7 Days of receiving payment from consumer Rs.100 for each day of default Not Applicable
Release of supply - HT Tension 11 KV Within 15 days of receipt of application Rs.100 for each day of default Not Applicable
Release of supply - HT Tension 33 KV Within 30 days of receipt of application Rs. 500 for each day of default Not Applicable
Release of supply - Extra High Tension Within 45 days of receipt of prescribed charges Rs. 500 for each day of default Not Applicable
Release of new connection/additional load upon payment of all charges
All cases - if connection feasible from existing network for release of supply Within 30 days of receipt of application (along with prescribed charges) in Urban and 5 days in Rural area Rs.100 for each day of default Not Applicable
Network expansion / enhancement required to release of supply
Release of supply - Low Tension Within 30 days of receipt of prescribed charges Rs.100 for each day of default Not Applicable
Release of supply - HT Tension 11 KV Within 60 days of receipt of prescribed charges and 10 days for every additional 1 Kilometer of line Rs.100 for each day of default Not Applicable
Release of supply - HT Tension 33 KV Within 90 days of receipt of prescribed charges Rs.500 for each day of default Not Applicable
Release of supply - Extra High Tension Within 180 days of receipt of prescribed charges Rs. 500 for each day of default Not Applicable
Erection of substation required for release of supply Within the time period approved by the commission Rs.1000 for each day of default Not Applicable
Transfer of ownership and conversion of services
Title transfer of ownership Within 7 days of receipt of prescribed charges Rs.100 for each day of default Not Applicable
Change of category Within 7 days of receipt of prescribed charges Rs.100 for each day of default Not Applicable
Conversion from LT 1-ph to LT 3-ph and vice- versa Within 30 days of receipt of prescribed charges Rs.500 for each day of default Not Applicable
Conversion from LT to HT and vice- versa Within 60 days of receipt of prescribed charges Rs. 500 for each day of default Not Applicable