charter of services for electricity consumers citizen … of services/citizen...

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CITIZEN CHARTER

UTTARAKHAND ELECTRICITY REGULATORY COMMISSION ‘Vidyut Niyamak Bhawan’ Near I.S.B.T., P.O.-Majra, Dehradun-248171

PH. 0135-2641115 FAX- 2641314 Website www.uerc.gov.in [email protected]

CHARTER OF SERVICES FOR

ELECTRICITY CONSUMERS

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Functions of Uttarakhand Electricity Regulatory Commission (UERC) under The Electricity Act, 2003

Functions related to Detail of Functions

Tariff determination

Determine the Tariff for :- a. Supply of electricity by a generating company to a distribution licensee: b. Transmission of electricity. c. Wheeling of electricity. d. Retail sale of electricity.

Regulate electricity purchase and procurement process of distribution licensees including the price at which electricity shall be procured from the generating companies or licensees or from other sources through agreements for purchase of power for distribution and supply within the State.

Licensing

Issue licences :- a. To transmit electricity as a transmission licensee. b. To distribute electricity as a distribution licensee. c. To undertake trading in electricity as an electricity trader.

Adjudication Disputes between the licensees and generating companies.

Framing & Enforcement of Regulations

a. Facilitate intra-State transmission and wheeling of electricity. b. Promote cogeneration and generation of electricity from renewable sources of energy. c. To specify for purchase of electricity from renewable sources of energy. d. Levy fee for the purposes of this Act. e. Specify codes and standards with respect to quality, continuity and reliability of service by

licensees.

Advisory function

To advise the State Govt. on the following matters:- a. Promotion of competition, efficiency and economy in activities of the electricity industry. b. Promotion of investment in electricity industry. c. Reorganization and restructuring of electricity industry in the State d. Matters concerning generation, transmission, distribution and trading of electricity or any other

matter referred by the Government.

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For discharging the above functions, the Commission has decided to lay emphasis on improving the following services provided to the electricity consumers

• Quality (proper voltage) and reliable power supply.

• 100% metering.

• Supply of power through correct meters.

• Regular meter reading and bill distribution.

• Spot Billing.

• Gradual elimination of provisional billing cases i.e Meter Not Accessible (NA)/ Meter Not Read (NR)/ Meter Defective (IDF).

• Creating awareness of the Rules/Regulations pertaining to electricity among the consumers through adequate publicity campaigns.

• Effective Bill collection system throughout the state by strengthening/ developing following facilities in Urban/Rural areas:

Urban Areas Rural Areas

Bill collection centres of UPCL Collection centres at Sub-station

Cheque Drop box Common Services Centers Scheme (CSC)

Banks Bill Collection Camps

Online/Internet

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(A) Notified Charges applicable for release of New LT Connections, Enhancement and Reduction of loads

Service Line charges, Overhead line charges and Initial security for loads upto 4 kW

Sl. No. Contracted Load

Service Line Charges & Overhead line charges Initial security( Rs./kW) Service line charges (Rs.) Overhead line charges if

premises is beyond 40 meters of UPCL’s existing LT

distribution main (Rs.)

Domestic Non-Domestic Industrial Overhead Under-

ground

1. BPL consumers 100 - 300 100 - -

2. Upto 4 kW 600 1200 Rs. 1000 per 10 meters or part thereof 400 1000 1000

Service Line charges, Overhead line charges and Initial security for load above 4 kW and upto 25 kW

Sl. No. Contracted Load

Service Line Charges & Overhead line charges Initial security( Rs./kW) Service line charges

(Rs.) Overhead line charges if

premises is beyond 40 meters of UPCL’s existing LT distribution

main (Rs.)

Domestic Non-Domestic Industrial Over-head

Under-ground

1. Above 4 kW and upto 10 kW 1500 3000 Rs 3000 per 10 meters or part

thereof 400 1000 1000 2. Above 10 kW and upto 25

kW 2500 5000

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Service Line charges, Charges for construction of Overhead 11 kV line/ Substation/Increasing capacity of Transformer and Initial security for load above 25 kW and upto 75 kW (irrespective of the distance of the consumer’s premises from the HT/LT Distribution Mains)

S. No. Contracted load

Service Line Charges, Charges for construction of Overhead 11 kV line/ Substation/Increasing capacity of Transformer Initial security( Rs./kW)

Service line charges (Rs.) Charges for construction of Overhead 11 kV

line/Substation/Increasing capacity of Transformer (Rs.)

Domestic Non-Domestic Industrial Overhead Underground

1 11 kV line Cost Above 25 kW and upto

50 kW 4000 8000 Rs. 3000 per 10 meter or part thereof. 400 1000 1000 Above 50 kW and upto

75 kW 5000 10000

2 11 kV Substation Cost Above 25 kW upto 50

kW Construction of 63 kVA sub-

station 125000 - Above 50 kW upto 75

kW Construction of 100 kVA sub-

station 175000

3 Increasing capacity of Transformer 63 kVA to 100 kVA - 50000 -

Service Line charges, overhead line charges and Initial security for Private Tube Wells (PTW) having load above 5 B.H.P. and upto 20

B.H.P.

S. No

Contracted load Service line charges (Rs.) Charges for extension of existing LT distribution mains and /or

HT main including installation of Distribution Transformer (Rs.) Initial security

(Rs/H.P.)

1 5 B.H.P. to 20 B.H.P. 600 Rs. 500 per 10 meters or part thereof 100

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(B) Notified Time Frame for release of new LT connection, Enhancement and reduction of Loads:

S.No. Description No. of days Penalty

1. Time frame for release of new LT connection from the date of deposit of requisite charges.

30 days

Penalty payable by UPCL @ Rs.10 per Rs 1000 (or part thereof)

of the amount deposited by the new connection applicant

subject to a maximum of Rs. 1000 for each

day of default.

2.

However, if a new connection requires extension of distribution mains or laying of new distribution mains or commissioning of a new substation, the time required to give the supply and the same shall be as given below:

60 days a) If only extension of distribution mains is required.

b) If commissioning a new substation is also required. 90 days

c) If commissioning of new 33/11 kV substation is required. 180 days

3. Time frame for Enhancement/Reduction in sanctioned load from the date of deposit of requisite charges. 30 days

Penalty of Rs 500 payable by UPCL.

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(C) Notified Service Standards for Consumers of Electricity:

Description Maximum Time Limit for restoration. Compensation payable in case of violation of Standard

(default shall be considered from the time consumer has made complaint)

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

1. Power supply failure 1.1) Fuse blown out or MCB

tripped (in case fuse or MCB belongs to Licensee i.e. pole or feeder pillar fuse)

Within 4 hours for Urban areas Within 8 hours for Rural areas

Rs. 10 for each hour of default

Rs. 5 for each hour of default to each consumer affected

1.2) Service line broken (Service line snapped from the pole)

Within 6 hours for Urban areas Within 12 hours for Rural areas

1.3) Fault in distribution line/system

Rectification of fault and thereafter Restoration of normal power supply within 12 hours. [Temporary Supply to be restored within 4 hours from alternate source, wherever feasible]

1.4) Distribution transformer failed/burnt

Replacement of failed transformer within 48 hours. [Temporary Restoration of supply through mobile transformer or another backup source within 8 hours, wherever feasible]

Rs. 100 for each day of default.

Rs. 50 for each day of default to each consumer affected.

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1.5) HT mains failed

Rectification of fault within 12 hours [Temporary restoration of power supply within 4 hours, wherever feasible]

Rs. 200 for each day of default

Rs. 100 for each day of default to each consumer

affected

1.6) Problem in grid (33 kV or 66 kV) substation

Repair and restoration of supply within 48 hours [Restoration of supply from alternate source, within 6 hours, wherever feasible. Roster load shedding may be carried out to avoid overloading of alternate source]

1.7) Failure of Power Transformer

Rectification to be completed within 15 days [Rectification action plan to be intimated to the Commission within 72 hours. Restoration of supply from alternate source, within 6 hours, wherever feasible. Roster load shedding may be carried out to avoid overloading of alternate source]

Rs. 500 for each day of

default per day

Rs. 250 for each day of

default to each consumer affected

2. Problem related to Voltage variation 2.1) Local problem (load unbalance between phases in transformer)

Within 4 hours Rs. 50 for each day of default


affected

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2.2) Tap of transformer (Voltage Setting) Within 3 days

2.3) Repair of distribution line / transformer / capacitor

Within 30 days Rs. 100 for each day of default


affected 2.4) Installation & Up-gradation of HT / LT System

Within 90 days

2.5) Damage to consumer’s apparatus due to Voltage fluctuations. (If apparatus of more than one consumer in close neighbourhood are effected.)

Immediate

Repair charges subject to a maximum of Rs 500/- per apparatus

3. Complaints about meters 3.1) Testing of meter on the

request of the consumer Within 30 days of receipt of complaint.

[UPCL shall test the meter and if needed, the meter shall be replaced within 15 days thereafter]

Rs. 25 for each day of default Not applicable

3.2) Replacement of burnt meter

Within 6 hours restoration of supply by bypassing the burnt meter. Meter to be replaced within 3 days.


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3.3) Replacement of defective meter Within 15 days of declaring meter defective. Rs. 50 for each day of

default

Not applicable

Note : a. When Meter is found slow/fast beyond the permissible limits, the Licensee shall make suitable adjustment in the bills based on

percentage error, for a maximum period of 6 months or less depending on period of installation of meter prior to the date of complaint and up to the date on which defective meter is replaced/rectified.

4. Transfer of consumer’s connection and conversion of services 4.1) Change of consumer’s

name due to change in ownership/occupancy for property

Within 2 billing cycles of acceptance of application

Rs. 50 for each day of default Not applicable 4.2) Transfer of consumer’s

name to legal heir Within 2 billing cycles of acceptance of application

4.3) Load reduction 30 days after receipt of the application 4.4) Change of category Within 10 days of acceptance of application.

5. Complaints about consumer’s bills 5.1) Complaints on billing a. Acknowledgement of complaint if received in

person- immediately. b. Acknowledgement of complaint if received by Post-

3 days. c. UPCL to resolve complaint and intimate the result-

15 days.

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d. In case, additional information required then UPCL to resolve complaint and intimate the result- 30 days.

5.2) Final bill for vacation of premises/change of occupancy

a. Request for special reading at least 7 days in advance of vacation of premises or change of occupancy to be made by consumer.

b. Final bill to be delivered, including arrears if any, by UPCL at least 3 days before the vacation of premises or change of occupancy.

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5.3) First Bill

Within 4 billing cycles 10% of the billed amount subject to maximum of Rs. 250/-.

Not Applicable

5.4) In case bills are raised even after disconnection on consumer’s request.

Rs. 250/- for each case Not applicable

Note : a. Where Meters not read due to non accessibility or non-availability of consumer, then provisional bill based on the last one year’s average

consumption of the consumer will be raised by UPCL. Such provisional billing shall not continue for more than 2 billing cycles at a stretch and thereafter no provisional bills shall be raised.

b. Meter found Stuck/Stop/Burnt then the provisional billing based on the average consumption of the past three billing cycles immediately preceding the date of the meter being found or being reported defective. These Charges shall be levied for a maximum period of three months only during which time UPCL is expected to have replaced the defective meter.

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6. Issues relating to disconnection/ reconnection of supply 6.1) Non-payment of dues

by the consumer UPCL to give 15 days notice to pay the dues and if not paid, UPCL may disconnect the consumer’s installation on the expiry of the notice period.

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6.2) Request for reconnection

a. In case consumer requests for reconnection within a period of six months after disconnection, UPCL shall reconnect the consumer’s installation within 5 days of payment of past dues and reconnection charges.

b. However, in case consumer requests for reconnection after six months of disconnection, the connections would be reconnected only after all the formalities as required for new connection are complied including payment of pending dues, service line charges, security deposit etc., by the consumer.


6.3) Consumer wanting disconnection

UPCL to carry out special reading and prepare final bill, including all arrears up to the date of billing, within 5 days of receiving such request.

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7. Arrears appearing in bills -

7.1) If the arrears appear in a bill for the first time, for which payment has already been made within due date, or which are not due to the Licensee.

10% of the arrear amount subject to a ceiling of Rs. 500/-.

Not applicable

7.2) In case the said arrears are raised again for the second time.

15% of the arrear amount subject to a ceiling of Rs.750/-.

Note:- a. In case the arrears appear in a bill for the third time or thereafter, the consumer shall be entitled to make a petition to the Consumer

Grievance Redressal Forum (CGRF) and the CGRF shall decide the exemplary compensation to be paid to such consumer on a case-to-case basis.

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(D) Redressal Mechanism for Consumer Complaints on electricity matters:

Notified definition of ‘Complaint’ means the letter or application filed with the Forum seeking redressal of grievances concerning the supply of electricity, new connection or the services rendered by the Distribution Licensee, including alteration in load/demand, meters related matters, bill related issues and Cases where licensees has charged price in excess of the price fixed by the Commission or has recovered the expenses incurred in excess of charges approved by the Commission in providing any electric line or electric plant. Matters falling within the purview of any of the following provisions of the Act will not form a Complaint under these Regulations:

(i) Unauthorized use of electricity as provided under section 126 of the Act; (ii) Offences and penalties as provided under section 135 to 139 of the Act; (iii) Accident in the distribution, supply or use of electricity as provided under section 161 of the Act; and (iv) Recovery of arrears where the bill amount is not disputed.

Consumer Grievance Redressal Forum (CGRF) in Kumaon and Garhwal Zones have been constituted and addresses are as given below:-

Zone/Office Address Telephone No. Kumaon Zone Forum for Redressal of Grievances of Consumers,

UPCL Old Diesel Power House, Opp. Saint Paul School, Nainital Road, Kathgodam, Haldwani, Pin 263136

05946-266223

Garhwal Zone

Forum for Redressal of Grievances of Consumers, UPCL,Victoria Cross Vijeta Gabar Singh Bhawan,Kanwali Road, Dehradun-248001

0135-2763672 to 0135-2763675

(Extension-257)

In case, consumer is not satisfied with the Order of CGRF he may file a petition before Ombudsman. Details of the same are as follows:-

Zone/Office Address Telephone No. Ombudsman (Electricity) 80, Vasant Vihar, Phase-I, Dehradun 0135-2762120

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(E) Status of various Metering/Billing parameters of UPCL

Total No. of Consumers of UPCL: - 1802589 (as on December 2015)

S.No. Parameter Numbers Remarks

1 Number of Meters Not Accessible (NA) 60387 No. of consumers have been derived from percentage of cases w.r.t total number of consumers reported to the Commission by UPCL. (As on December 2015)

2 Number of Meters Not Read (NR) 66335 3 Number of Meters Identified Defective (IDF) 120052 4 Number of Fictitious Consumers 733 No. of consumers as reported to the

Commission by UPCL. (As on December 2015) 5 Number of Not Billed/Stop Billed cases 154825 6 Number of Mechanical Meters 128947 7 Number of Unmetered consumers 70 8 Number of Key consumers 20736

As on December 2015, the total number of Arrear cases was 202307 and total amount of Arrears was Rs 1,07,395.11 Lacs (this information is for arrears of Rs 5000 and above).

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Details of Energy handled, Assessment and Collection during FY 2014-15

S.No. Description FY 2014-15 1 Input Energy 11888.23 MUs 2 Energy Sold 9685.16 MUs 3 Assesment Rs 4,18,940.00 Lacs 4 Collection Rs 4,18,388.00 Lacs 5 Distribution Losses 18.53 % 6 Collection Efficiency 99.87 % 7 AT&C Losses 18.64 %

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Important Disclaimer: - The Charter of Services for electricity consumers included in this booklet is subject to revision as per change in Regulations from time to time. For more details and latest updates, refer UERC website www.uerc.gov.in.

Date of Issuance- April, 2016

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