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 consumerCompensation payable to individual consumer if the event affects more than one consumer
Normal Fuse-off calls
Cities and townsWithin 4 working hoursRs.100 in each case of defaultRs.50 to each consumer affected
Rural areasWithin 12 working hours
Overhead Line/cable breakdowns
Cities and townsWithin 6 hoursRs.100 in each case of defaultRs.50 to each consumer affected
Rural areasWithin 24 hours
Underground cable breakdowns
Cities and townsWithin 12 hoursRs.100 in each case of defaultRs.50 to each consumer affected
Rural areasWithin 48 hours
Distribution Transformer failure
Cities and townsWithin 24 hoursRs.200 in each case of defaultRs.100 to each consumer affected
Rural areasWithin 48 hours
Period of Scheduled Outage
Maximum duration in a single stretchNot to exceed 12 hoursRs.200 in each case of defaultRs.100 to each consumer affected
Restoration of supplyBy not later than 6:00 PM
Voltage fluctuations
No expansion/enhancement of network involvedWithin 10 daysRs.100 for each day of defaultRs.50 to each consumer affected for each day of default
Up-gradation of distribution system requiredWithin 120 daysRs.100 for each day of defaultRs.100 to each consumer affected for each day of default
Erection of SubstationWithin the time period as approved by the CommissionRs.500 for each day of defaultRs.250 to each consumer affected for each day of defaultt
Meter complaints
Inspection and replacement of slow, fast/creeping, stuck-up metersInspection 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 defaultNot Applicable
Replace burnt meters if cause attributable to LicenseeWithin 7 daysRs.100 for each day of defaultNot Applicable
Replace burnt meters if cause attributable to consumerWithin 7 days of receiving payment from consumerRs.100 for each day of defaultNot 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 supplyWithin 3 working days of receipt of applicationRs.100 for each day of defaultNot Applicable
Network expansion / enhancement required to release of supply
Release of supply - Low TensionWithin 7 Days of receiving payment from consumerRs.100 for each day of defaultNot Applicable
Release of supply - HT Tension 11 KVWithin 15 days of receipt of applicationRs.100 for each day of defaultNot Applicable
Release of supply - HT Tension 33 KVWithin 30 days of receipt of applicationRs. 500 for each day of defaultNot Applicable
Release of supply - Extra High TensionWithin 45 days of receipt of prescribed chargesRs. 500 for each day of defaultNot Applicable
Release of new connection/additional load upon payment of all charges
All cases - if connection feasible from existing network for release of supplyWithin 30 days of receipt of application (along with prescribed charges) in Urban and 5 days in Rural areaRs.100 for each day of defaultNot Applicable
Network expansion / enhancement required to release of supply
Release of supply - Low TensionWithin 30 days of receipt of prescribed chargesRs.100 for each day of defaultNot Applicable
Release of supply - HT Tension 11 KVWithin 60 days of receipt of prescribed charges and 10 days for every additional 1 Kilometer of lineRs.100 for each day of defaultNot Applicable
Release of supply - HT Tension 33 KVWithin 90 days of receipt of prescribed chargesRs.500 for each day of defaultNot Applicable
Release of supply - Extra High TensionWithin 180 days of receipt of prescribed chargesRs. 500 for each day of defaultNot Applicable
Erection of substation required for release of supplyWithin the time period approved by the commissionRs.1000 for each day of defaultNot Applicable
Transfer of ownership and conversion of services
Title transfer of ownershipWithin 7 days of receipt of prescribed chargesRs.100 for each day of defaultNot Applicable
Change of categoryWithin 7 days of receipt of prescribed chargesRs.100 for each day of defaultNot Applicable
Conversion from LT 1-ph to LT 3-ph and vice- versaWithin 30 days of receipt of prescribed chargesRs.500 for each day of defaultNot Applicable
Conversion from LT to HT and vice- versaWithin 60 days of receipt of prescribed chargesRs. 500 for each day of defaultNot Applicable