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HIMACHAL PRADESH STATE ELECTRICITY BOARD LIMITED

MANUAL OF PRACTICES FOR

HANDLING CONSUMERS’ COMPLAINTS

NOTIFICATON No HPSEBL/CE-(Comm.)/SERC-34/2013- Dated: - In pursuance to Regulation 7 & 8 of the HPERC (Distribution Performance Standards) Regulation 2010, the HPSEB Ltd., issues the manual of practice for handling consumer complaints as under:- Short Title and commencement 1. This manual of practices may be called as H.P.S.E.B. Ltd., Manual of Practices for

Handling Consumers’ Complaints 2013.

2. This will be applicable to the whole of the state of Himachal Pradesh concurrent with the jurisdiction for supply of electricity by HPSEBL.

3. This shall come into force from the date of issue/ publishing in H.P. Government Gazette

Notification.

A copy of this manual, both in English and Hindi version, is also available at every office of HPSEB Limited. This manual is also available for view and down load on HPSEBL website http:/ / www.hpseb.com .

In accordance with the provisions specified in the Regulation 7, the following information has been incorporated in this manual of practices for handling consumers’ complaints 2013:-

a) channels of complaint registration – details of personnel, offices

call centre(s);

b) process of handling complaints;

c) duties and obligations of the licensee - guaranteed standards of performance and minimum compensation details;

d) any other information which may be affecting the consumers.

In accordance with regulation 8 of Distribution Performance Standards 2010, the HPSEB Ltd. hereby adopts the following procedure with regard to handling complaints of the consumers:-

http://www.hpseb.com/�

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1.0 NATURE OF COMPLAINTS

1.1 Nature of Complaints received at complaint Centres/ Customer Care centre/ Section office/ Sub Divisions, under customer related services are categorized as below:-

1.1.1 Fuse off/ Fault calls 1.1.2 Overhead Line and Cable/ Under-ground cable breakdowns 1.1.3 Replacement of failed Distribution Transformers 1.1.4 Replacement of damaged service line/wire 1.1.5 Complaints about meter testing & checking for correctness of Meters 1.1.6 Consumers Defective/ Stopped/ Burnt Meter/ Metering equipment replacement 1.1.7 Shifting of meters/ service lines 1.1.8 Period of Scheduled outages 1.1.9 Voltage problems 1.1.10 Change in contract demand 1.1.11 Complaints about consumer bills 1.1.12 Transfer of Ownership and change of category 1.1.13 Power Availability Certificate 1.1.14 Temporary supply of Power 1.1.15 Regular & Special Appointments

2.0 CHANNELS FOR LODGING OF COMPLAINTS

2.1 There shall be following channels for lodging of complaints:

2.1.1 Through toll free number at Centralized Call Centre (CCC), 2.1.2 At HPSEBL’s website http://www.hpseb.com under Tab ‘Consumers on

Web’, 2.1.3 Manual either at Section offices/ Customer Care Centres or Manually/

telephonically at respective Sub-Division offices 2.1.4 Through short code SMS facility at CCC level (FY – 2014-15 onwards) 2.1.5 E-Samadhan 2.1.6 Dispute settlement Committees set up by HPSEB Ltd. 2.1.7 Forum for Redressal of Grievances of Consumers established under

Electricity Act 2003 2.1.8 Bijlee Adalats

2.2 Centralized Call Centre (CCC): A 12 (twelve) seated Centralized Call Centre

(CCC) with toll free number 18001808060 (with 30 incoming lines for) has already been established by HPSEB Limited and is available on 24x7 basis. The complaints/ grievances can be registered on toll free number through following mechanism:

2.2.1 At CCC, the complaints/ grievances will be first handled through

Interactive Voice Response System (IVRS) and in case consumer enters the correct details like his ‘K No.’ and nature of complaint based on the


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voice guidance system (IVRS), the call shall be registered and shown in the panel of call Centre agents at CCC. A Unique Complaint Number (UCN) shall be communicated back to consumer by IVRS for future reference. The call shall then be automatically transferred to respective Sub-Division. The call shall be simultaneously displayed at respective Sub-Division and disposed off on rectification by maintenance staff at their level.

2.2.2 In case consumer does not have ‘K No.’ handy or consumer wishes to communicate directly with call Centre agents to register his complaint/ grievance, then on pressing the appropriate choice (As per call flow given in a-1 below), the call shall be transferred to call Centre agents. They will enter the details based on input from consumers and the complaints/ grievances shall be registered. A Unique Complaint Number (UCN) shall be communicated back to consumer by call Centre agents. The complaint/ grievance shall be transferred to respective Sub-Division by call Centre agents.

2.2.3 For consumers falling under Sub-Divisions which are not connected with

Centralized Call & Data Centre, the complaints/ grievances shall be registered by call Centre agents and transferred to respective Sub-Divisions telephonically. On rectification, the status shall be communicated back to consumer by call Centre agents. As and when the Sub-Divisions are online, the system of registration of complaints/ grievances and further transfer to respective Sub-Division shall be automatic.

2.2.4 Consumers can also get information at toll free number through IVRS

regarding their current bill amount and due date or latest payment made by them and date on which payment was made. Consumers can also get the same information directly from call Centre agents.

2.2.5 The brief architecture of the IVRS mechanism for registration of

complaints/ grievances on toll free number 18001808060 at central level is detailed below:

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2.3 HPSEBL’s website http://www.hpseb.com :

Consumers can also register their complaints through HPSEBL’s website. There is separate “Consumer on web” tab and consumers can register once by providing their details. On logging in, they will be able to see their current bill, all previous as well as current payments, and technical details. They can also register complaints through website. The complaints registered through website are also queued up in the CRM module at CCC and respective Sub-Division in different color code.

2.4 Manual Procedure: The consumer complaints can be lodged during working hours either in writing or on telephone (charge basis) as below:-

2.4.1 Complaints under manual process, either in writing or through telephone (charge basis) can be lodged by the consumers at complaint numbers displayed at complaint Centres during normal working hours as per detail given below. The timings for registration of complaints shall be as given below:

Sr. No. Area Office Timing 2.4.1.1 For the complaints categorized as

Fuse off/ Fault calls, Overhead Line and Cable/ Under-ground cable break downs & Replacement of damaged service line/wire category - Urban, rural & Remote areas (as notified by tariff order)

Section office Between 9:00 AM to 5:00 PM only where single shift exists & 7:00 AM to 9:00 PM where double shift exist

2.4.1.2 For all categories - Urban, rural & Remote areas complaints

Sub-Division office Div./Circle/C.E. Offices

Between 10:00 AM to 4:45 PM only Between 10.00 AM to 4.00 PM

2.4.2 The complaints so received at Sub Division offices mentioned above shall

be transferred to respective distribution area (section) by 5:00 PM on same day positively.


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2.4.3 Consumers can also lodge complaints at respective section offices either

in writing or telephonically where ever phones are available.

2.4.4 Complaints in respect of other problems shall be lodged by the consumers in the respective Sub-Division Office/ Division Office/ Circle Office/ C.E.’s Office as detailed here in after.

2.4.5 In the rural areas, the registered complaints shall be transferred to ‘beat

Centres’/ sections for further rectification. The Complaint Centres in the rural areas are manned during the day shift only, i.e. between 09:00 Hours to 17:00 Hours.

2.4.6 Where ever in urban areas, double shift duty exists for redressal of

consumer complaints, the complaints will be registered between 07.00hrs to 21.00hrs

The toll free number and complaint telephone number (if any) and contact details of the concerned area officers/ officials shall be displayed at each Complaint Centres and is also annexed in Appendix-C.

2.5 The complaints/ grievances of following categories shall be registered only in

Sub-Divisions or at higher offices:-

2.5.1 Damaged & Failed Distribution Transformers, 2.5.2 Replacement of damaged service line/wire, 2.5.3 Complaints about meter testing & checking for correctness of Meters, 2.5.4 Consumers Defective/ Stopped/ Burnt Meter/ metering equipment

replacement, 2.5.5 Shifting of meters/ service lines, 2.5.6 Period of Scheduled outages, 2.5.7 Voltage problems, 2.5.8 Change in contract demand, 2.5.9 Complaints about consumer bills, New Connections/ additional load, 2.5.10 Transfer of Ownership and change of category, 2.5.11 Disconnection/ Re-connection of supply, 2.5.12 Power Availability Certificate, 2.5.13 Temporary supply of Power, and; 2.5.14 Regular & Special Appointments

2.6. e-samadhan

e-Samadhan Portal has been established by H. P. Govt. with a provision to enter the grievances/demands on the web portal by the public and online monitoring/redressal of these grievances/demands HPSEB Ltd has also been got registered under Online e-Samadhan for redressal of public grievances/

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demands. User ID’s & Password of all concerned in operation wings as well as in management have been created and conveyed for day to day monitoring/ redressal of grievances/ demands entered by general public/consumers on e-Samadhan Portal of HP Govt. The necessary publicity to this scheme of HPSEB Ltd has been provided and shall be further made by public relation cell of HPSEB Ltd. Any consumer can enter his complaint through e-samadhan and shall be dealt with by the concerned officer.

2.7 Dispute Settlement Mechanism

HPSEB has already constituted Dispute Settlement Mechanism to redress the consumer grievances at various levels right from Sub-Divisional level to Zonal Level. The consumers can file their grievances regarding incorrect bill/disputed bills in these committees by depositing 50% amount of disputed bills. The various Committees constituted by the HPSEBL are as under:-

2.7.1 Sub-Division Level dispute Settlement Committee

This Committee is empowered to decide the cases of disputed bills up to Rs. 5000/- only.

2.7.2 Division Level Dispute Settlement committee

This Committee is empowered to decide the cases of disputed bills up to Rs. 10,000/- only.

2.7.3 Circle Level Dispute Settlement Committee

This Committee is empowered to decide the cases of disputed bills up to Rs. 50,000/- only.

2.7.4 Zonal Level Dispute Settlement Committee

This Committee is empowered to decide the cases of disputed bills upto Rs. 10, 00, 000/-

There is also a provision to file an appeal to the Forum for Redressal of Grievances of Consumers, in case the consumer is not satisfied with the decision of Dispute Settlement Committee.

2.8 Forum for Redressal of Grievances of consumers

2.8.1 In accordance with Section 42(5) of the Electricity Act, 2003, HPSEB Ltd

had constituted the Forum for redressal of grievances of consumers on 21.06.2005 as per regulation notified and guidelines issued by the H.P. Electricity Regulatory Commission, at the following official address:-

Address Tel. No. Chairman, Chairman: 0177-2626483 Forum for Redressal of Grievances, 8th Block, top floor, SDA Complex, Secretary: 0177-2626104 Kasumpti, Shimla- 171009

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2.8.2 Any consumer who is aggrieved by non-redressal of his grievances by the

distribution licensee or who is not satisfied by the redressal of grievances by the distribution licensee can approach this Forum.

2.9 Bijlee Adalat: 2.9.1 HPSEBL organizes Bijlee Adalats to redress consumers’ problems/ grievances

regularly at Divisional Level. The date & venue of such Bijlee Adalats are fixed by concerned Sr. Executive Engineer (Op.) after due publicity. The Superintending Engineers are also organizing Bijlee Adalats for each division once in a year. The grievances of the consumers which can not be sorted out on the spot due to some reasons are got settled immediately by concerned Sr. Executive Engineers in consultation with the concerned authorities of the HPSEBL.

2.9.2 Further since FRGC has been made as the internal first level Grievance Redressal

organ of HPSEB Ltd., Bijlee Adalats has been authorized to entertain all the complaints of the consumers as per the standard of performance regulations and will adjudicate all disputes arising out of them. Further the holding of Bijlee Adalats has been linked properly with the mobility schedule of FRGC, in order that consumer can approach the FRGC during their mobility programme of respective area, whose complaints are not redressed by the Bijlee Adalats.

List of Computerized call centre, Electrical Sub-divisions, Electrical Sections and other offices for registration of complaints along with telephone number is enclosed in Appendix- C (Guidelines to the electricity consumers) for the convenience of consumers. 3.0 REGISTRATION OF COMPLAINTS/ GRIEVANCES AND THEIR HANDLING

PROCEDURE 3.1 Centralized Call Centre (CCC): Complaints/ Grievances received at CCC

through IVRS and/ or call Centre agents will be provided with Unique Complaint Number for tracking the status later on of the complaints, grievances queries etc. to relevant sub-divisions by Call Centre agents. The complaint/ grievances are then referred to respective sub-division/electrical section. The concerned official in the sub-division or electrical section shall resolve the complaint and shall accordingly be redressed and status is updated at the respective Sub-Division and CCC. The Call Centre agent shall then convey back the status of complaint/ grievance to consumer through telephone.

3.2 HPSEBL’s website http://www.hpseb.com: The complaints/ grievances

received through website of HPSEB Limited is directly reflected in the CCC and is handled by call Centre agents for redressal as detailed in 3.1 above.

3.3 Fuse off/ Fault calls, Overhead Line and Cable/ Under-ground cable

breakdowns & Replacement of damaged service line/wire complaints:


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The complaints registered at Sections and/ or Sub-Divisions shall be passed on to maintenance staff by the concerned officer/ official promptly. However, the complaints lodged with Sub Division at 4:45 PM and sections at 5:00 PM shall be passed on to respective maintenance /beat staff by 10:00 AM on next working day. Where ever complaint centres are manned in shifts, the complaints shall be entertained between 9:00 AM to 5:00 PM where single shift exist and between 7:00 AM to 9:00 PM where double shift exists. Uncompleted jobs shall be attended in subsequent shift. After rectification, the status shall be conveyed back to consumer. In rural areas, the complaints will be transferred to the ‘Beat Centres’ by the complaint clerk/ officer/ official registering the complaint and rectified by maintenance staff posted at these ‘beat Centres’. The complaints shall be rectified within the time schedule as specified in the Schedule of HPERC (Distribution Performance Standards) Regulations 2010 and mentioned in Appendix-B.

3.4 Complaints regarding replacement of failed Distribution Transformers, Complaints about meter testing & checking for the correctness of Meters, Consumers Defective/ Stopped/ Burnt Meter/ Metering equipment replacement, Shifting of meters/ service lines, Poles, Period of Scheduled outages, Voltage problems, Change in contract demand, Complaints about consumer bills, New Connections/ additional load, Transfer of Ownership and change of category, Disconnection/ Re-connection of supply, Power Availability Certificate and Temporary supply of Power registered at Sub-Divisions shall be processed at Sub Division level and instruction to carry out the job shall be passed on to the JE in charge of the Section for the execution of the activity by the maintenance staff promptly. However, the complaints registered at CCC after 5:00 PM shall be passed on to respective Sub-Division by 10:00 AM next working day where ever CRM module is not activated and to the section level complaint centre by 9:00 AM on next day. Where ever in urban areas, Complaint Centres are manned in shifts for redressal of consumer complaints; the same will be registered and attended between 9:00 AM to 5:00 PM where single shift exists & 7:00 AM to 9:00 PM where double shift exist. Any unfinished job shall be attended in the subsequent shift. After rectification, the status shall be conveyed back to consumer. In rural areas, the complaints will be transferred to the ‘Beat Centres’ by the complaint clerk/ officer/ official registering the complaint and rectified by maintenance staff posted at these ‘beat Centres’.

3.5 Short code SMS: The complaints received through Short code SMS will be

handled in same manner as received at CCC. The consumer will be informed by the call Centre agents at CCC about the status of their complaints.

4.0 TIME LIMIT FOR RECTIFICATION AND RESUMPTION OF SERVICES

A summary of time limits for rendering services to the consumers’ categories, nature of complaints /Type of service, Primary responsibility centres where complaint has to be

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lodged and attended, next higher authority leveling case of non-redressal of complaint is as per Appendix-B

5.0 PROCEDURE IN CASE OF NON-RESPONSE OR INADEQUATE RESPONSE AT THE

PRIMARY RESPONSIBILITY CENTER 5.1 In the event of non-response or inadequate response by primary responsibility

centre of the HPSEBL within the time period prescribed for rendering the service, the consumer may lodge complaint with the next higher authorities on prescribed format (Proforma – II) for this purpose. The receipt of the complaint will be acknowledged and the concerned authority shall resolve the complaint.

5.2 The timing for the purpose of standard of performance of complaints lodged with

higher authorities will be reckoned from time of registration of complaint with their office and complaints shall be lodged between 10.00 hours to 16.00 Hours only. The complaints lodged after 16.00 hours will be carried over to next day, if the same cannot be attended on that day itself.

6.0 REVIEW AND MONITORING

In order to ensure implementation of above stipulation, the following monitoring procedure shall be adopted.

6.1 The consumer Grievance/ Complaint Register shall be maintained by the above designated officer in prescribed Performa - III.

6.2 The register shall be reviewed by the S.D.O. (E)/ Executive Engineer once in a

fortnight.

6.3 The register shall be reviewed by senior officer of HPSEBL during inspection to their subordinate office.

6.4 The time limit prescribed for attending to each type of grievances shall be strictly

adhered to as indicated earlier. Wherever any complaint refer to more than one type of grievance, the designated officer shall attend the complaint pertaining to him and also sent a copy of the complaint to the other concerned officer for redressal.

7.00 MAKING AND UPKEEPING REGULAR APPOINTMENTS

7.1 In order to redress the grievances of the consumer the making & keeping regular

appointment at various levels is proposed as under:-

7.1.1 At Sub-Division Level - Twice a week 7.1.2 At Division Level - Once a week 7.1.3 At Circle level - once a fortnight 7.1.4 At C.E. level - Once a month

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Note:- Days and timings of appointment will be notified by the HPSEB Ltd. on uniform basis for all offices throughout the State. Days and time of appointment shall be displayed outside the room of the officer concerned. The aim of such appointment is to avoid misinformation and make the public service more transparent. Through these meeting HPSEB Ltd. apprise the consumers of their constraint in fulfilling their requests. They will be also be requested to register their complaints at appropriate level and in the event of delays in response, to report the same to next higher level (as prescribed in appendix- C), who will act and redress the same. 7.2 The following shall be available at primary responsibility centres for perusal of

the consumers.

7.2.1 Complaint Handling Manual 7.2.2 Approved Tariff Schedule 7.2.3 Prescribed proformas 7.2.4 List of officers with contact numbers for redressal of complaints. 7.2.5 Complaint register

8.0 FORCE MAJEURE CONDITIONS

8.1 The complaint handling and redressal standards relating to distribution and

supply of power shall remain suspended during Force majeure condition such as war, mutiny civil commotion, riot, flood cyclone, lightening, earthquake, and strike lock out, fire affecting installation and activities or other forces or causes beyond the control of the HPSEBL.

9.0 PROCEDURE FOR ESTABLISHMENT VIOLATION FOR DIFFERENT TYPES OF

COMPLAINTS

9.1 Interruption/ Failure of Power supply 9.1.1 Detection of Violation

As soon as complaints of the consumer will be received and acknowledged by officer/ official of primary responsibility centre such as complaint office/ Section office/ Sub-division office, suitable staff will be deputed for attending the complaints. The official deputed shall carry the proforma- IV specified for this purpose. After attending to the complaints, the field staff shall get the signatures of the consumers and witness if any available along with date & time in token of attending the complaint/ restoration of supply.

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The line staff will handover the proforma to SDO/JE/ authorized person after doing the needful and accordingly entry made in the complaint register as per proforma - III. The SDO/JE will scrutinize the complaints attended and fix the responsibility of the concerned staff in case of violation.

9.1.2 Power to recommend & Recover Penalty

In case the consumer seek compensation in lieu of the provision made as Standard of Performance Regulation and also in case of establishment of violation, the Superintending Engineer of the concerned Circle will be empowered to impose Compensation and recover it from erring officer/ official. The payment of this compensation will be further reimbursed to the consumer by him.

9.2 Voltage Complaints & Reply to the Consumer 9.2.1 Detection of violation 9.2.1.1 As soon as the voltage complaints is lodged by the consumer in the sub-

division office, the S.D.O. In-charge or its authorized representative will acknowledge the receipt and depute line staff/JE concerned for rectification of fault/ investigation of low voltage. In case it is local problem the fault will be removed and in token of attending the complaints, the line staff will get the signatures of consumers on proforma- IV, specified for the purpose.

9.2.1.2 In other cases, the concerned J.E. will submit its report to S.D.O. concerned

within specified time period on the proforma – V. The S.D.O. will accordingly take action to resolve the complaint within period stipulated for this purpose. In case, the low voltage problem can only be rectified with augmentation of L.T. System/Conductor/Re-organization of lines for which approval is to be taken up from higher authorities, then the concerned S.D.O. will intimate the consumers within fifteen days. The necessary complaint register in this regard will be maintained in the sub-Division and monthly report will be sent to Sr. Executive Engineer along with copies of proforma - IV & V.

9.2.1.3 The Sr. Executive Engineer will scrutinize the records i.e. monthly return,

proforma - IV & V to check if violation is committed by the staff/JE. In case of the violation, he will submit its recommendation for compensation to be imposed on erring officers/ officials to Superintending Engineer of the Circle.

9.2.2 Power to Impose & Recover compensation


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9.3 Problems in Metering/Disconnection & Reconnection/Shifting of

Meter/Release of Service Connection/ discrepancies in the bills etc. 9.3.1 Detection of violation

The complaints of the consumers in above cited categories of complaint will be registered at sub-Divisions/Section Office as specified in serial No. 3.4 of the Manual of Practices for Handling Consumer’s Complaints and acknowledged by SDO/JE. As soon as complaint is registered, the concerned SDO will give suitable instructions (on proforma – VI - A or VI – B, as the case may be) to concerned JE for rectification of the problems along with meter change order/Meter Shifting Order/RCO etc. The J.E. will depute line staff immediately for rectification of complaints along with proforma-IV. The compliance will be done by the field staff and they will also get the signatures of the consumers. The proforma will be returned by field staff/JE to concerned S.D.O. The proforma will be scrutinized in the Sub-Division and S.D.O. will recommend Compensation recoverable from erring officers/ officials in case violation is established to concerned Executive engineer. In case violation is proved to be due to the reason of non-availability of material in Sub-Division/Section then a detailed report will also be furnished to Executive Engineer. The Executive Engineer will scrutinize the cases and send detailed report to Superintending Engineer along with his recommendation.

9.3.2 Power to Impose & Recover compensation


9.4 New Connections / Extension in load

9.4.1 Detection of violation

9.4.4.1 As soon as the application along with security is received from the consumer, the necessary entries will be made in the application register of the sub-division. The files of consumers will be forwarded to concerned J.E. for framing the estimates. After framing the estimate, the concerned JE will return the files to sub-Division Officer who will further handover the files to U.D.C (Comm.) for issue of Demand Notice after scrutiny of files. The UDC (Comm.) after preparation of Demand Notice will make entry in application register and put up to SDO. The SDO will issue demand notice on receipt of files from concerned JE.

9.4.1.2 After the deposit of the amount of demand notice and other formalities required

to be furnished by the consumer. The SDO will issue Service Connection Order

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and get the necessary entry made in the application register. The SCO will be handed over to concerned JE along with proforma-VIA specifying the target date of releasing the connection.

9.4.1.3 After releasing the connection, the JE will hand over the connection order

alongwith proforma-VIA to Sub-Divisional Officer. The concerned SDO will get the necessary entry made in application register. The SDO will scrutinize the proforma-VIA & records to check if violation is made and recommend name of erring official responsible for violation. In case of non-availability of the meters and/or other material in section/sub-division, he will submit detailed report along with reasons (including proforma-VIA and copy of application register) to the concerned Sr. Executive Engineer.

9.4.1.4 The Sr. Executive Engineer will scrutinize the reports and documents submitted

by SDO and recommend to Superintending Engineer the person responsible for violation of standards.

9.4.2 Power to Impose & Recover Compensation

9.4.2.1 In case the consumer seek compensation in lieu of the provision made as Standard of Performance Regulation and also In case of establishment of violation, the S.E. of the concerned Circle will be empowered to impose Compensation and recover it from erring officer/ official. The payment of this compensation will be further reimbursed to the consumer by the S.E. of concerned circle respectively.

9.4.2.2 The Executive Engineer/S.E. (Op) will monitor the violation committed by

SDO/JE./Line staff and will submit fortnightly report to Chief Engineer (Op.) regarding violation committed, compensation imposed on erring officer/Official and reimbursement of penalty to the affected consumers. In case the violation has been committed due to non-availability of material then detailed report will also be sent to Chief Engineer (Op.) who will arrange the material in the shortest possible time to avoid any further hardship to the consumers.

10.0 COMPENSATION MECHANISM

10.1 The minimum compensation to be paid by the licensee to the affected person is specified in Column 4 of the schedule given in the Appendix-B.

Provided that the actual compensation may, after giving to the licensee and

claimant a reasonable opportunity of being heard, be determined by the Commission or the person who has been delegated the powers of the Commission under section 97 of

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the Act, for violation of the standards and loss/damage suffered consequent to the failure of the licensee to meet the guaranteed standards of performance:

10.2 Where the distribution licensee finds that it has failed to meet the standards of performance specified under these regulations, the licensee shall be liable to pay compensation to the affected person.

Provided that any person who is affected by the failure of the licensee to meet the standards of performance specified under these regulations and who seeks to claim compensation shall file his claim, on the format as per Annexure –A appended in schedule to Appendix - B to these regulations, with the authorized officer of the licensee within a maximum period of 45 days from the time such a person is affected by such failure of the licensee to meet the standards of performance:

Provided further; the licensee shall give compensation to the affected person(s) within a maximum period of ninety (90) days from the date of his claim.

10.3 In case the licensee fails to pay the compensation or if the affected person is

aggrieved by non-redressal of his grievances, he may make a representation for the redressal of his grievance to the concerned Consumer Grievance Redressal Forum, in accordance with the provisions of the Himachal Pradesh Electricity Regulatory Commission (Guidelines for Establishment of Forum for Redressal of Grievances of the Consumers) Regulations, 2003 and if the consumer is not satisfied with the redressal of his grievances by the Forum, the consumer may make a representation to the Ombudsman, in accordance with the provisions of the Himachal Pradesh Electricity Regulatory Commission (Electricity Ombudsman) Regulations, 2004 :

Provided that in case the claim for compensation is upheld by the Consumer Grievances Redressal Forum, the compensation determined by the Commission in the Schedule will be implemented by the Forum or in case of appeal filed against the order of the Forum before him by the Ombudsman and is to be paid by the concerned distribution licensee:

Provided further that such compensation shall be based on the classification of such failure as determined by the Commission under the provisions of section 57 of the Act and the payment of such compensation shall be paid through cheque or adjusted in the consumer’s future bills (issued subsequent to the award of compensation) within ninety (90) days of a direction issued by the Forum or by the Ombudsman, as the case may be.

10.4 The license shall duly reflect the payment/ adjustment of compensation paid out in the quarterly and the consolidated annual report to be submitted by him under regulation 10.

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10.5 The licensee will maintain a record of compensation payable under these regulations showing the name, consumer number and address of the affected person, amount of compensation payable and actually paid, mode of adjustment of compensation, reason(s) for non-compliance of the guaranteed standards of performance in each case. The record giving details of compensation paid on account of contravention of the guaranteed standard of performance by the licensee in compliance of any lawful order made by any court or tribunal, other than the Commission or the person authorized by it under section 97 of the Act, constituted under any law for the time being in force, shall also to be maintained.

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HIMACHAL PRADESH STATE ELECTRICITY BOARD LIMITED (A STATE GOVERNMENT UNDERTAKING)

PROFORMA- I PROFORMA FOR LODGING COMPLAINT FOR FAILURE OF POWER

SUPPLY/INTERRUPTION/ LOW VOLTAGE/DISCONNECTION OR RECONNECTION OF POWER SUPPLY/PROBLEMS IN METERING/DISCREPANCIES IN BILLS/ RELEASE OF

NEW CONNECTIOS/ EXTENSION IN LOAD AND OTHER MISCELLANEOUS COMPLAINTS

Sub-Division Section Complaint Ref. No.

(To be filled in by HPSEBL) (To be filled in by consumer)

1. Account No.

2. Name & Full Address of the Consumer

3. Full Address of the Consumer’s Premises

4. Brief description of the complaint

5. Date & Time of lodging of the complaint in the complaint center

6. Application No. & date for the Electric Connection applied

7. Any other information which the consumer intends to add

Signature of the Complainant/ Consumer

x-x-x-x-x-x-x-x-x-x-x-x-x-x-x-x-x-x-x-x-purforation-x-x-x-x-x-x-x-x-x-x-x-x-x-x-x-x-x-x

ACKNOWLEDGEMENT TO BE FILLED BY THE HPSEBL AND HANDED OVER TO THE CONSUMER

1. Complaint Ref. No. & Date 2. Application’s Name & Consumer’s A/c No. 3. Received on date 4. Complaint received by 5. Brief details of complaints 6. Target date to resolve the complaint

Signature of authorized officer Designation

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PROFORMA- II

PROFORMA FOR LODGING COMPLAINT WITH NEXT HIGHER AUTHORITIES IN CASE OF NON-REDRESSAL BY PRIMARY RESPONSIBILITY CENTRES

(TO BE FILLED IN BY CONSUMER)

1. COMPLAINT REF. NO. OF PRIMARY RESPONSIBILITY CENTRE

2. Consumer Account No. 3. Name & full address of consumer

4. Date of complaint 5. Nature of complaint 6. Date/ Time since which the original complaint at Primary

Responsibility Centre is pending

7. Any other information Signature of consumer x-x-x-x-x-x-x-x-x-x-x-x-x-x-x-x-x-x-x-x-purforation-x-x-x-x-x-x-x-x-x-x-x-x-x-x-x-x-x-x-x-x-x-x ACKNOWLEDGEMENT TO BE FILLED BY THE HPSEBL AND HANDED OVER TO THE CONSUMER 1. Complaint Ref. No. & Date of

next higher authority

2. Consumer’s Name & A/c No. 3. Received on date & time 4. Nature of complaint 5. Target date to resolve the

complaint

Signature of authorized officer/Official Designation: Seal:

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PROFORMA-III COMPLAINT REGISTER

Sr. No.

Name & address of the Complainant

Time of lodging the complaint

Consumer’s Account No.

Complaint ref. No. given by the HPSEBL

Nature of complaint

1 2 3 4 5 6

Target date/time of resolving the complaint

Name of the official deputed to attend the complaint

Date & Time of Disposal

Signature of the line staff/official after attending the complaint

Violation established, if any

Remarks

7 8 9 10 11 12

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PROFROMA- IV PROFORMA FOR ATTENDING COMPLAINTS BY THE FIELD OFFICERS/ OFFICIALS/

ACKNOWLEDGEMENT THEREOF FROM CONSUMERS

Consumer A/C No.

Complaint Ref. No.

1. Name & Address of the consumer 2. Nature of the complaint

3. Date & time of acknowledgment of complaint

4. Date & time at which staff deputed to attend the complaint

5. Name of the official deputed:

6. Date & time of attending the complaints

7. Comments of consumer, if any

Signature of consumer Signature of Officer/ Official Date & time Date & time

8. Complaint registered on: Date Time

9. Target date to resolve: Date Time

10. Complaint resolved: Date Time

11. Violation, if any, along with the reasons:

12. Entered in Monthly Report during:

Signature of the Officer In-charge of Complaint Centre / Section/ Office/ Sub-Division

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PROFORMA - V

PROFORMA FOR INVESTIGATION REPORT OF VOLTAGE PROBLEM

1. Name & Address of Consumer:

2. Date of issue of Sundry Job Order issued to J.E. for investigating voltage problem:

3. Target date for compliance:

Signature of Sr. Assistant (Comm.)

4. Date of detailed report by the JE/AAE:

5. Augmentation of supply system, if required:

Signature of J.E/AAE

6. Date of issue of Order:


8. Date of compliance by JE/AAE:

9. Violation, if any:

10. Reason for non-compliance:

11. Date of intimation to consumer:

Signature of AE/AEE, With initials of Sr. Assist. (Comm.)

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PROFORMA- VI

PROFORMA FOR PROBLEM IN METERING/DISCONNECTION AND RE-CONNECTION/ SHIFTING OF METERS


2. Date of receipt of complaint: 3. Date of issue of M.C.O/ Meter shift

Order/R.C.O/ Sundry Job Order:

4. Date of handing over order to J.E/AAE:


Signature of Sr. Assistant (C)

6. Date of deputing of line staff:

7. Date of compliance of order by line staff: 8. Date of handing over MCO/Meter Shift

Order/ sundry Job Order in sub-Division:

9. Shortage of material, if any: 10. Requisition given in this regard to

AE/AEE: (Please quote Indent No. & Date)

11. Any other reasons for non compliance:

Signature of J.E/AAE

12. Date of issue of Order: 13 Target date for compliance: 14. Date of compliance: 15. Violation, if any: 16. Reason for non-compliance:

Signature of AE/AEE

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PROFORMA- VI-A PROFORMA FOR PROBLEMS IN RELEASING OF SERVICE CONNECTIONS

1. Name & Address of Consumer

2. Date of Deposit of Amount & other formalities by the consumer

3. Date of issue of connection order

4. Date of handing over of Service Connection order to J.E.

5. Target date for releasing connection

Signature of UDC (Comm.) Signature of AE/AEE 6. Date of release of S.C.O 7. Date of handing over the S.C.O.

in Sub-Division

8. Shortage of material, if any 9. Requisition given in this regard

to AE/AEE (Please quote Indent No. & Date)

10. Any other reasons for not releasing connection

Signature of J.E Signature of AE/AEE 11. Date of issue of Order 12. Date of Release of connection 13. Date of issue of Demand Notice 14. Target date for releasing

connection

15. Violation, if any 16 Reasons for non-release of

connection

Signature of AE/AEE

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PROFORMA- VI -B

PROFORMA FOR PROBLEM IN METERING/BILLING/ DISCREPANCIES IN ELECTRICITY BILLS


2. Date of receipt of complaint in the Sub- Division:


Signature of Sr. Assistant (C) 3. Target date for compliance: 4. Date of compliance: 5. Violation, if any: 6. Reason for non-compliance:

Signature of AE/AEE

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PROFORMA-VII MONTHLY REPORT ON COMPLAINTS ENDING ________________

Sr. No.

Nature of Complaint

No. of complaints received during the month

No. of complaint resolved during the month

Complaints resolved within target date

Complaint resolved after the expiry of target date

Reasons of violation

No. of complaints pending at the end of month

Reasons thereof

1 2 3 4 5 6 7 8 9

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APPENDIX-A

I. General Guidelines to Consumers:

1. The complaint letter must be simple, straightforward and short. The first paragraph

should grab the reader’s attention and let him or her know exactly what the letter is about.

2. Plan what you want to say and let there be logical order. Don’t jump. Thoughts should be clearly grouped in paragraphs. Give all the information that is required, but nothing more.

3. Know where you stand. Be aware of your rights and responsibilities. 4. Identify what you want. Before complaining, decide what is that you want. Do you

want to just convey your feelings? 5. Do you want monetary compensation? Do you want a service to be rendered? 6. Address the letter to the right person and Mention the person’s designation properly.

Collect the correct address from Telephone directory or any other source. 7. Do not defame a person or an organization against whom you are complaining.

Attacking a person’s character makes him less willing to help you. 8. End the letter politely. If you set a deadline or give an ultimatum make sure that it is

fair. It should be reasonable 9. Enclose copies (not originals) to support your case. 10. Keep a copy for your record. 11. Pursue the matter to its logical end.

II. AVAILABILITY OF GUARANTEED STANDARDS OF PERFORMANCE

In order to properly educate the consumers about the procedure and places to lodge complaints of various nature, the names of the staff, their contact numbers, address of Complaint Centres/Section Office/Sub Division Office and contact address/telephone number of concerned Sr. Executive Engineer/ Superintending Engineer/Chief Engineer, who should be approached in case of delay in the redressal of complaint will be notified as under:-

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1. By displaying on notice boards outside all the Complaint Centres/ Section Offices/ Sub-Division Offices/ Division Offices.

2. Printed /stamped on the energy bills. 3. Through Press

III. Time Limit for Rectification and Resumption of Service & entitlement of token

compensation to the consumer in case of non- redressal of complaint with in specified time

A summary of maximum time limits for rendering service to the consumers in LT/ HT categories, nature of complaint/ type of service and compensation to be paid to consumers after response time is mentioned in the schedule to Distribution Performance Standards approved by the H.P. Electricity Regulatory Commission vide its order dated: 8th October 2010 as indicated in Appendix – B.

In case the complaint is not redressed within the stipulated period, the consumer shall be entitled for token compensation to be paid for the established violation as indicated in Col. (4) of the said schedule. The maximum response time for the purpose of establishing the violation shall be reckoned from the time/date of first complaint lodged by the consumer.

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Appendix – B

HIMACHAL PRADESH ELECTRICITY REGULATORY COMMISSION SHIMLA

NOTIFICATION

Shimla the 8th October, 2010

No. HPERC/ 401

In exercise of the powers conferred by sub-section (1) of section 181 and Clauses (za) and (zb) of sub-section (2) of section 181, read with sections 57, 58, 59 and clause (i) of sub-section (1) of section 86, of the Electricity Act, 2003 (36 of 2003) and all other powers enabling it in this behalf and after previous publication, the Himachal Pradesh Electricity Regulatory Commission hereby makes the following regulations:-

REGULATIONS

CHAPTER –I - PRELIMINARY

1. Short title, extent and commencement- (1) These regulations shall be called the Himachal Pradesh Electricity Regulatory Commission (Distribution Performance Standards) Regulations, 2010.

(2) These regulations shall be applicable to all licensees engaged in the distribution of electricity in the State of Himachal Pradesh and all the distribution system users including electricity consumers.

(3) These regulations shall come into force from the date of their publication in the Rajpatra, Himachal Pradesh.

2. Definitions .- In these regulations, unless the context otherwise requires,-

(1) "Act" means the Electricity Act, 2003 (36 of 2003);

(2) “area of supply” means the area within which a distribution licensee is authorised by his licence to supply electricity;

(3) “call centre” means the office set up with adequate technology and systems to register complaints round the clock;

(4) “Commission” means the Himachal Pradesh Electricity Regulatory Commission;

(5) “complaint centre” means the front end office set up with adequate technology and systems to register complaints;

(6) “consumer” means any person who is supplied with electricity for his own use by a licensee or by the Government or by any other person engaged in the business of supplying electricity to the public under the Act or any other law for the time being in force and includes bulk supply consumer, any person whose premises are for the time being connected for the purpose of receiving electricity with the works of a licensee, the

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Government or such other person, as the case may be and shall also include-

(a) the distribution system users;

(b) the consumer whose installation has been temporarily

disconnected;

(c) prospective consumer i.e. any person who has applied for

an electricity connection and whose supply has not

commenced; and

(d) in case of death of a consumer, his legal heirs or

representatives;

(7) “control centre” means a centre established at the Headquarters of the licensee for compilation, evaluating, ranking and analyzing the performance of ‘responsibility centres’;

(8) “distribution system” means the system of wires and associated facilities between the delivery points on the transmission lines or the generating station connection and the point of connection to the installation of the consumers and shall also include electric line, sub-station and electrical plant that are primarily maintained for the purpose of distributing electricity in the area of supply of such licensee notwithstanding that such line, sub-station or electrical plant are high pressure cables or overhead lines or associated with such high pressure cables or overhead lines; or used incidentally for the purposes of transmitting electricity for others;

(9) “ Electricity Supply Code” means the Himachal Pradesh Electricity Supply Code specified by the Commission under section 50 of the Act;

(10) “Fuse Off” means fuse blown off because of overloading or ageing;

(11) “licensee”, means a distribution licensee authorized to operate and maintain a distribution system for supplying electricity to the consumers in the area of supply and includes a person deemed to be a distribution licensee under section 14 of the Act;

(12) “remote areas” means areas which are remote, difficult and hard areas as declared by the State Government from time to time and it also includes tribal areas which by order are declared to be Scheduled Areas under Part –C of the Fifth Schedule to the Constitution of India;

(13) “rural areas ” means the areas which are not the urban areas and the remote areas;

(14) “responsibility centre” means a Operation Circle Unit of the licensee headed by an officer not below the rank of the Superintending Engineer;

(15) “Schedule” means the Schedule to these regulations;

(16) “urban areas” means the areas which are declared as the larger urban areas, the smaller urban areas or the transitional urban areas under the

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Act concerning the municipalities, but excluding remote areas, and includes areas falling under the Cantonment Authorities;

(17) ‘user’ means any person having electrical interface with, or using the distribution system of the licensee to whom the Himachal Pradesh Electricity Distribution Code is applicable, and includes any other distribution licensee, transmission licensee, and generating units connected to the distribution system and the persons availing open access in transmission or distribution system;

(18) “working hours” means the working hours between 9 a.m. to 5 p.m.; and

(19) other words and expressions used in these regulations, not defined herein, but defined in the Act shall have the same meaning as are assigned to them in the said Act. Expressions used herein but not specifically defined in these regulations or in the Act but defined under any law passed by a competent legislature and applicable to the electricity industry in the State shall have the meaning assigned to them in such law.

3. Objectives. - These standards lay down the guidelines to maintain certain critical distribution system parameters within the permissible limits. These standards shall serve as guidelines for licensees to operate their distribution system for providing an efficient, reliable, co-ordinated and economical system of electricity distribution. The objectives of these performance standards are:-

(a) to ensure that the distribution system performance meets a minimum standard which is essential for the consumers’ installation to function properly;

(b) to enable the consumers to design their systems and equipments to suit the electrical environment that they operate in;

(c) to enhance the quality of the distribution system and services to meet acceptable standards in the short term and gradually moving towards improved standards in the long term;

(d) to lay down standards of performance; and

(e) to measure consumer centric initiatives undertaken by the licensee in providing services.

4. Standards of performance - (1) The standards specified in the column (3) in the Schedule shall be the guaranteed standards of performance, being the minimum standards of service, which a licensee shall achieve, and the standards specified in the column (6) in the Schedule shall be the overall standards of performance, which the licensee shall seek to achieve, in the discharge of its obligations as a licensee.

(2) Notwithstanding any thing to the contrary contained in sub-regulation (1), the reliability indices, as specified under sub-items (a), (b) (c) and (d) of item (4) of the Schedule –I of the Himachal Pradesh Electricity Regulatory Commission

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(Distribution Licensee’s Standards of Performance) Regulations, 2005 shall continue to be in force till 31st March 2011.

(3) Where the Commission considers it expedient, so to do, it may, by order in writing, call upon the licensee to furnish in writing such information as may be necessary for the enforcement of the reliability indices as specified in these regulations.

(4) The licensee shall, frequently, but at an interval of not less than six months, educate the consumers of their rights regarding the standards of performance as specified by the Commission under sub-section (1) of section 57 of the Act, by giving wide publicity amongst its field staff and public in general including local rural and urban bodies through electronic and print media.

CHAPTER – II - COMPENSATION MECHANISM

5. Compensation.- (1)The minimum compensation to be paid by the licensee to the affected person is specified in the Schedule : Provided that the actual compensation may, after giving to the licensee and claimant a reasonable opportunity of being heard, be determined by the Commission. or the person who has been delegated the powers of the Commission under section 97 of the Act, for violation of the standards and loss/damage suffered consequent to the failure of the licensee to meet the guaranteed standards of performance:

(2) Where the distribution licensee finds that it has failed to meet the standards of performance specified under these regulations, the licensee shall be liable to pay to the affected person, such compensation as provided in the Schedule:

Provided that any person who is affected by the failure of the licensee to meet the standards of performance specified under these regulations and who seeks to claim compensation shall file his claim, on the format as per Annexure A to these regulations, with the authorized officer of the licensee within a maximum period of 45 days from the time such a person is affected by such failure of the licensee to meet the standards of performance:

Provided further that the licensee shall compensate the affected person(s) within a maximum period of ninety (90) days from the date of his claim.

(3) In case the licensee fails to pay the compensation or if the affected person is aggrieved by non-redressal of his grievances, he may make a representation for the redressal of his grievance to the concerned Consumer Grievance Redressal Forum, in accordance with the provisions of the Himachal Pradesh Electricity Regulatory Commission (Guidelines for Establishment of Forum for Redressal of Grievances of the Consumers) Regulations, 2003 and if the consumer is not satisfied with the redressal of his grievances by the Forum, the consumer may make a representation to the Ombudsman, in accordance with the provisions of the

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Himachal Pradesh Electricity Regulatory Commission (Electricity Ombudsman) Regulations, 2004 :

Provided that in case the claim for compensation is upheld by the Consumer Grievances Redressal Forum, the compensation determined by the Commission in the Schedule will be implemented by the Forum or in case of appeal filed against the order of the Forum before him by the Ombudsman and is to be paid by the concerned distribution licensee:

Provided further that such compensation shall be based on the classification of such failure as determined by the Commission under the provisions of section 57 of the Act and the payment of such compensation shall be paid through cheque or adjusted in the consumer’s future bills (issued subsequent to the award of compensation) within ninety (90) days of a direction issued by the Forum or by the Ombudsman, as the case may be.

(4) The license shall duly reflect the payment/adjustment of compensation paid out in the quarterly and the consolidated annual report to be submitted by him under regulation10.

(5) The licensee shall maintain a record of compensation payable under these regulations showing the name, consumer number and address of the affected person, amount of compensation payable and actually paid, mode of adjustment of compensation, reason(s) for non-compliance of the guaranteed standards of performance in each case. The record giving details of compensation paid on account of contravention of the guaranteed standard of performance by the licensee in compliance of any lawful order made by any court or tribunal, other than the Commission or the person authorized by it under section 97 of the Act, constituted under any law for the time being in force, shall also to be maintained.

CHAPTER – III - COMPLAINT HANDLING MECHANISM

6. Establishment of Complaint and Call Centres.-(1) The licensee shall set up complaint centres at the sub-division offices or distribution units, designated by whatever name, where the consumer can lodge complaints.

(2) In addition to the complaint centres set up under sub-regulation (1), the licensee shall also establish centralised call centre for registration of consumer complaints of its consumers and such call centre shall be accessible to its consumers round the clock during all days of the week.

(3) Every licensee shall employ or engage sufficient number of officers or employees at its complaint/call centre and earmark or allot or establish a basic telephone or cellular mobile telephone number having sufficient lines or connections to be called as the “toll free number” or “consumer care number” or “help line number”, as the case may be, at its call centre. No call charges or short message service charges shall be levied upon, or be payable by its consumers for calls made or, short message service sent to the “toll free number” or “consumer care number” or “help line number”, as the case may be.

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(4) Every licensee shall, immediately upon setting up a complaint centre under sub-regulation (1) or the establishment of its call centre under sub-regulation (2), inform consumers through a public notice in newspapers in circulation in the area of supply and should also ensure proper circulation of information to the consumers in case of any changes in the contact numbers takes place and shall also display information at the sub-division offices or distribution units, designated by whatever name.

(5) The licensee should ensure availability of electronic data base to record complaints as per the procedure mentioned in the regulation 8 for the call centre.

7. Manual of Practice for Handling Consumer Complaints.-(1) Every licensee shall, with prior approval of the Commission, prepare and publish “Manual of Practice for Handling Consumer Complaints” containing following information within three months from the date of commencement of these regulations:-

(a) channels of complaint registration – details of personnel, offices, call centre(s);

(b) process of handling complaints;

(c) duties and obligations of the licensee - guaranteed standards of performance and minimum compensation details;

(d) any other information which may be affecting the consumers.

(2) The Manual shall be prepared in English and Hindi languages.

(3) The Manual shall be available for reference of consumers at every office of the licensee and downloadable from its website.

(4) A copy of the Manual certified by the licensee as “true copy” thereof shall be filed with the Commission within three months from the date of commencement of these regulations.

8. Procedure of Handling Complaints.-(1) The licensee shall devise its own process at its call centre(s)/complaint centre(s) or any other consumer interface channel to handle complaints from the consumers and the said process shall include provisions for -

(a) registration of such complaint by allotting a unique identification number to be called the complaint number;

(b) communication, at the time of lodging the complaint, complaint number, date/ time of registration of the complaint;

(c) recording the details in respect of such complaint;

(d) intimation of contact details of the next higher authority (including his name, telephone number and address) to the consumer in case the

34

consumer is not satisfied with the redressal of his complaint or when requested by him; and

(e) maintenance of records to every complaint in order to give fair treatment to all consumers and to avoid any dispute regarding violation of standards as specified in the Schedule

9. Implementation arrangements.-(1) Each Operation Circle Unit of the licensee shall be treated as a responsibility centre for overall performance of standards specified under these regulations. The officer heading the responsibility centre shall have total accountability and associated responsibility and authority for managing the actions and performance of the responsibility centre.

(2) The operational head of the licensee shall have overall responsibility for implementation of standards of performance and he shall, to bring in the sense of ownership and competition, set the performance parameters as well as benchmarks for improvement for each responsibility centre. The operational head of the licensee shall establish one control centre at the head office under an officer not below the rank of the Superintending Engineer for compilation, evaluation, ranking and analyzing the performance of responsibility centres.

(3) Immediately after the commencement of these regulations, and under intimation to the Commission, but not later than 30 days, the control centre shall develop uniform formats for data collection, compilation and evaluation of performance of the responsibility centres. The control centre shall prepare and circulate the procedures for compilation and computation of various standards and performance indicators (reliability indices and efficiency parameters) along with uniform definitions and explanations of terms used for unambiguous interpretation by all the responsibility centers.

(4) The control centre shall monitor, evaluate, rank the circles and advise the responsibility centres for corrective measures. A quarterly report on progressive monthly improvements made by the responsibility centre shall be prepared by the control centre.

Explanation.- For the purpose of this regulation the expression “Operational head” shall mean and include the officer heading the distribution Wing of the licensee.

CHAPTER- IV - SUBMISSION OF REPORTS

10. Information on standards of performance.- (1) The licensee shall furnish in a report, submitted quarterly to the Commission and the Ombudsman and a consolidated annual report for each financial year to the Commission, the following information (separately for guaranteed and overall standards of performance) as to the standards of performance:-

(a) the levels of performance achieved by the licensee with reference to those specified in the Schedule;

35

(b) the number of cases in which compensation was awarded and the aggregate amount of the compensation paid by the licensee as determined by the Commission or the person authorised by the Commission under section 97 of the Act or awarded by any other court or tribunal, constituted under any law for the time being in force, along with the reasons for non-compliance of the guaranteed standards of performance;

(c) the number of claims preferred by the consumers against the licensee for failure to meet the guaranteed standards of performance and the action taken by the licensee including the reasons as to the delay in payment or non-payment of compensation for such claims.

(2) The Commission shall, at least once in every year, arrange for the publication, in such form and manner as it considers appropriate, of such information furnished by the licensees under these regulations.

(3) In the consolidated annual report, the licensee shall report on the measures taken by the licensee to improve performance areas, assessment of the targets to be imposed for the ensuing year, indicating performance of each circle and ranking of circles with respect to each performance indicator mentioned under sub-regulation (3) of regulation 9 and in the Schedule.

(4) The Ombudsman shall prepare a report on half yearly basis reflecting the opinion of the Ombudsman on the licensee’s compliance of the standards of performance during the preceding six months.

(5) The report under sub-regulation (4) shall be forwarded to the Commission and the State Government within 45 days after the end of the relevant period of six months.

11. Compliance Auditing - (1) In order to ensure proper and due enforcement of the standards of performance, the Commission shall monitor the compliance thereof and may, on being satisfied that the licensee has failed to maintain and discharge its obligations in relation to the standards of performance under these regulations or has failed to furnish information in time or has furnished inadequate or incorrect information under sub-regulation (1) of regulation 10, by order in writing, direct its Secretary or officers, not below the rank of a Gazetted Officer, or the consultant or any other person specified in the order or an independent agency hired for the purpose of auditing as per the provisions of regulation 12, to investigate and report to the Commission.

(2) If the report under sub-regulation (1), or information obtained under regulation 10 or any part thereof, is proposed to be relied upon by the Commission in forming its opinion and satisfaction, the licensee shall be given a reasonable opportunity for filing objections and making submissions on the report or the information as the case may be.

(3) The Commission may direct that the expenditure incurred in conducting the

investigations mentioned in sub-regulation (1) shall be borne by the licensee. (4) The report under this regulation shall address the following specific matters:-

36

(a) adherence to procedures and formats as per regulations;

(b) assessing staff engaged in call centres/ complaint handling centres/ customer care centres for their understanding of complaint handling procedures, quality parameters, and training adequacy for their task; (c) method of data collection and management procedures; and

(d) review of relevant records (as per appropriate sampling procedures) for reliability and accuracy across quality parameters.

(5) The following procedure shall be adopted for engaging agency(ies):-

(a) audit scope and the methodology for carrying out the audit to be set by the Commission;

(b) the Commission will identify and publish panel of approved agency(ies);

(c) the licensee shall nominate an agency from the notified panel of agencies;

(d) the licensee shall not engage an agency consecutively for more than two years or an agency which is currently their statutory auditor or internal auditor;

(e) the audit shall be conducted under an agreement between the nominated agency and the licensee; and

(f) remuneration of the audit agency will be paid by the licensee.

12. Auditing Methodology .- (1) The information obtained, under sub-regulation (1) of regulation 11, vis-à-vis information supplied by the licensee under regulation 10, shall be graded in two parts - reliability and accuracy of the data as under:-

I Reliability Grade Assessment of reliability Grade A Based on proper records with adequate procedures B Data has significant procedural deviations C Unsatisfactory data

II Accuracy Grade

Accuracy Grade Level

Percentage of compensation paid to be recovered through ARR for each parameter circle wise*

1 +/-2% 100% 2 +/-5% 85% 3 +/-10% 70%

*subject to achievement of overall standard of performance for respective parameter

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Only if reliability of data is established (at least Grade A), further analysis will be carried out for claims of accuracy of data for each parameter (excluding those where the overall standards of performance has not been achieved) on circle wise basis and subsequently the amount of total compensation so paid out in respect of each parameter on circle basis shall be considered as a pass through in ARR as stipulated above.

(2) The provisions contained in sub-regulation (1) shall be effective from 1st April 2011.

(3) Where the commission considers it expedient, so to do, it may, by order in writing, call upon the licensee to furnish in writing such information as may be necessary for the enforcement of the provisions of sub-regulation (1) of this regulation.

(4) Till 1st April, 2011 when the provisions under sub-regulation(1) become effective, the compensation paid, by the licensee under regulation 5, for the respective parameters computed circlewise, may be allowed to be recovered, partly or fully, in the revenue requirement of licensee, keeping in view the extent to which the licensee is able to achieve the overall standards of performance, as measured through auditing results or investigation carried out under these regulation:

Provided that the compensation paid by the licensee, which is attributed to negligence, inefficiency and for not exercising reasonable care and diligence by its employees would not be allowed as pass-through in the ARR of the licensee.

13. Use of Information.- The Commission shall have the right to use the information received under regulation 10, 11 or 12 as it deems fit and for publishing it or placing it on the Commission’s website and/ or directing the licensee to display the information on the licensee’s website and also for initiating action under section 19, section 23 and other enabling provisions of the Act.

14. Exclusions of events.- (1) The guaranteed standards of performance specified in these regulations shall remain suspended during force majeure conditions such as war, mutiny, civil commotion, riot, flood, forest inferno, massive landslides, cyclone, lightning, heavy snowfall, earthquake or other force and strike, lockout, fire affecting the licensee’s installations and activities.

(2) The Commission, or the person to whom powers are delegated by the Commission under section 97 of the Act, may, by a general or special order, and after hearing the licensee and affected consumer or the such representatives of the affected consumer group as the Commission, or the person to whom powers are delegated by the Commission under section 97 of the Act, considers it to be appropriate, release the licensee from the liability to compensate the consumers for any default in the performance of any standard, if the Commission is satisfied that such default is for reasons other than those attributable to the licensee and that the licensee had otherwise duly made efforts to fulfill his obligations.

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15. Issue of orders and directions.- (1) Subject to the provisions of the Act and these regulations, the Commission may, from time to time, issue orders and directions in regard to the implementation of these regulations and procedure to be followed on various matters.

(2) Where the licensee fails to comply with any order or direction issued under these regulations, he shall be liable for appropriate action against him under sections 142 and 146 read with section 149 of the Act.

16. Power to remove difficulties.- If any difficulty arises in giving effect to any of the provisions of these regulations, the Commission may, either suo motu or on an application made to it, by general or special order, do or undertake or direct the licensee to do or undertake things, which in the opinion of the Commission are necessary or expedient for the purpose of removing the difficulty.

17. Power to amend Schedule. - The Commission, may, at any time, by an order, published in the Official Gazette add, vary, alter, modify or amend any of the provisions of the Schedule to these regulations.

18. Repeal and savings. - (1) Save as otherwise provided in sub-regulation (2) of regulation 4 and in other provisions of these regulations, the Himachal Pradesh Electricity Regulatory Commission (Licensees' Standards of Performance) Regulations, 2005 are hereby repealed.

(2) Anything done or any action taken or purported to have been done or taken, including any order, direction made or notice issued under the repealed regulations, prior to the commencement of these regulations shall, in so far as it is not inconsistent with the provisions of these regulations, be deemed to have been done or taken or issued under the corresponding provisions of these regulations.

(3) As far as the licensee is concerned, notwithstanding anything to the contrary contained in the HPERC (Guidelines for Establishment of Forum for Redressal of Grievances of the Consumer) Regulations, 2003 framed by the Commission under section 181 of the Electricity Act, 2003, these regulations shall have overriding effect.

(4) Nothing in these regulations shall affect the rights and privileges of the consumers under any other law including the Consumer Protection Act, 1986 (68 of 1986).

By the Order of the Commission

Secretary

Himachal Pradesh Electricity Regulatory Commission

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SCHEDULE

(See regulation 2 (15), 4, 5 and 17)

Guaranteed Standards of Performance: Overall Standards of performance

Sl. no.

Nature of service Maximum Time Limit for rendering service

Minimum Compensation Leviable Target levels 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) (2) (3) (4) (5) (6) (1) Call Centre

(a) First response against a Consumer Call

3 Minutes Rs. 10/ in each case of default

Not applicable Not applicable

(b) Registration of Consumer Call and issue of Docket Number

5 Minutes Rs. 10/ in each case of default

Not applicable Not applicable

(2) Consumer Related Services A Fuse-off /Fault Calls:

(i) In urban areas

6 working hours

Rs. 10/- for each hour of delay beyond maximum specified time limit

Rs. 5/- for each hour of delay beyond maximum specified time limit

99% of Fuse/ Fault complaints received

(ii)

In rural areas 12 working hours

(iii)

In remote areas 24 working hours

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B Overhead Line and Cable /Under –ground Cable breakdowns: (I)

(i)

Overhead Line and Cable – Overhead Line / Cable breakdown in urban areas

(a) Where replacement of pole is not required: 24 working hrs.

Rs. 10/- for each day of default beyond the maximum specified time limit

Rs. 5/- for each day of default beyond maximum specified time limit

95% of line breakdown complaints received

(b) Where replacement of pole is required: 36 working hrs



95% of the line breakdown complaints received

(ii)

Overhead Line / Cable breakdown in rural areas and remote areas

(a) Where replacement of pole is not required: 24 working hrs. for rural and within 48 working hrs. for remote areas



90% of Line breakdown complaints received

(b) Where replacement of pole is required: 72 working Hrs. for rural and 144 working hrs. for remote areas.



85% of Line Breakdown complaints received

(II) (i) (ii) (iii)

Under-ground Cable break down in urban areas

-

in rural areas in remote areas

48 working hrs. 70 working hrs 90 working hrs



90% of the cable breakdown complaints received

C Replacement of failed Distribution Transformer:

(i) in urban areas 8 working hrs. Rs. 20/- for each day of default beyond maximum specified time limit

Rs.10/- for each day of default beyond maximum specified time limit

95% of number of transformers reported failure.

(ii) in rural areas 32 working hrs.

(iii) in remote areas 56 working hrs.

41

D Replacement of damaged service line/wire:

(i) In urban areas- LT HT

8 working hrs. 16 working hrs.


Rs.5/- for each day of default beyond maximum specified time limit

95% of damaged service line complaints received

(ii) In rural and remote areas - LT HT

16 working hrs. 32 working hrs.

E Complaints about meters

testing and checking for correctness of Meters (i) In urban area 56 working hrs. from

registration of complaint Rs. 50/- each day of default beyond maximum specified time limit

Not applicable 90% of requests/ complaints

(ii)

In rural areas

120 working hrs. from registration of complaint

(iii) In Remote areas

160 working hrs. from registration of complaint

F Consumers Defective/Stopped/Burnt Meter/Metering Equipment Replacement (*)-

(I) LT Consumers

(a) urban areas

(1) Replacement not attributable to consumer’s fault

56 working hrs from the date of registration of the complaint


Not applicable

Min. 90%

(2)

Replacement attributable to consumer’s fault such as tampering, defect in consumer’s installation, meter getting wet, connecting unauthorized additional load etc. and the cost of the meter is recoverable from the consumer and meter is to be supplied by the licensee –

42

(i) serving a notice to the consumer for recovery of cost of the meter (ii) replacement of meter (iii) replacement of meter if consumer is providing the meter.

56 working hrs from the date of registration of complaint. 56 working hrs after receiving the payment from the consumer 56 working hrs from the receipt of the meter from the consumer and after the corrective action, if any, is taken by the consumer.


Not applicable

Min. 90%

(b) rural and remote Areas

(1) Replacement not attributable to consumer’s fault

120 working hrs. from the date of receiving information / registration of the complaint.

Rs. 100/- for each day of default beyond maximum specified time limit.

Not applicable

Min. 90%

(2) Replacement attributable to consumer’s fault such as tampering, defect in consumer’s installation, meter getting wet, connecting unauthorized additional load etc. and the cost of the meter is recoverable from the consumer and meter is to be supplied by the licensee.

(i) serving a notice to the consumer for recovery of cost of the meter (ii) replacement of meter. (iii) replacement of meter, if consumer is providing the meter.

56 working hrs from the date of receiving information/registration of complaint. 120 working hrs after receiving the payment from the consumer and after the necessary and corrective action, if any, is taken by the consumer. 120 working hrs from the receipt of meter from the consumer and after the necessary corrective action, if any, is taken by the consumer.

Rs. 100/- for each day of default beyond maximum specified time limit.

Not applicable

Min. 90%

(II) H.T. Consumers (for Urban, Rural and Remote Areas) (1) Replacement not attributable to 7 days after receipt of complaint, provided Rs. 400/- for each day of Not Min.

43

consumer meter is available with the licensee, otherwise within 1 month.

default beyond specified maximum time limit

applicable 95%

(2)

Replacement attributable to consumer fault such as tampering, defect in consumer’s installation, meter getting wet, connecting unauthorized additional load etc. and the cost of the meter is recoverable from the consumer and meter is to be supplied by the licensee.

(i) serving a notice to the consumer for recovery of cost of the meter (ii) replacement of meter. (iii) replacement of meter if consumer is providing the meter.

7 days from the date of receipt of complaint/information. 7 days after receiving the payment from the consumer provided meter is available with licensee, otherwise within 1 month 7 days from the registration of complaint


Not applicable

Min. 95%

Note: -

(1) In case of supply being affected due to burnt meters then replacement has to be to be undertaken within 1 day (2) Replacement of old electromechanical meters may be done by electronic meters. If the consumer is providing the meter then he

must be advised to provide electronic meter. (3) If a consumer submits an affidavit of his no fault when it is suspected that the replacement is attributable to consumer’s fault, then

pending the checks to search the fact, the meter should be replaced as if the replacement is not attributable to consumer’s fault and such time lines shall be followed. However, if it is established later that the replacement is attributable to the consumer then no claim what so ever will be entertained for the lack of service or non-compliance of SOP.

(4) The consumer must be shown the procedure and should be supplied with a copy of the fact finding report whenever the causes of the replacement are established. Any technicality involved should, as far as possible and practicable, be explained in simpler terms as far.

(5) When the replacement is attributable to the consumer for causes like tampering, connecting additional unauthorized load then there is no compensation to be given though time lines for the replacement of the meter are to be followed.

44

G Shifting of meters/Service lines (for Urban, Rural and Remote Areas)

(i)

Notice of inspection on receipt of application./conveying reasons for denial of request.

3 days. Rs. 50/- for each day of default

Not Applicable

95% of requests received

(ii) Inspection after sending notice. 7 days.

(iii) Issuance of demand note to the applicant for payment of estimated cost/charges.

10 days.

(a) shifting of meter/service connection 7 days after the deposit of cost.

(b) shifting of LT/HT lines 20 days after the deposit of cost.

(c) shifting of transformer 30 days after the deposit of cost.

H Period of scheduled outages

(Other than Load-shedding)

To be notified by the licensee at least 24 hrs. in advance and shall not exceed 12 hrs. a day.

Rs. 50/- for each default Rs. 20/- for each default

Min. 99%

I Voltage problems (for Urban, Rural and Remote Areas) On receipt of a voltage fluctuation complaint, Licensee shall verify if the voltage fluctuation is exceeding the limits specified and upon confirmation

(a) Voltage Fluctuations

(1)

(provided no expansion/enhancement of the network is involved)

Local problem - in vicinity of consumer premises in vicinity but extending through the service line till the first pole

6 working hours 2 days

Rs. 10/- for each hour of default beyond maximum specified time limit

Rs.5/- for each hour of default beyond maximum specified time limit

Min. 95%

(2) Change of transformer tap 2 days

(3) Restoration of distribution lines/ transformer/capacitor

30 days

45

(b) Low voltage -

(1) Where expansion/enhancement of the network is not involved

120 days from the registration of the complaint.

(2) Where expansion/enhancement of the network is involved

120 days from the registration of the complaint.

(c) Where expansion/enhancement of the network is involved

(i) Submission of proposal for Commission’s approval

one month from the registration of complaint

(ii)

Completion of erection / commissioning of sub-station

Within the time lines specified in the capital expenditure plan / or the timelines approved by the Commission

Note:-The compensation for industrial and agricultural consumers, who are expected to install capacitors at their end, shall not be paid the compensation, if capacitors of adequate capacity are not installed at their premises.

J Change in contract demand (for Urban, Rural and Remote Areas)

(i)

Request for change in Contract Demand. 30 days after receipt of application

Rs. 50 for each day of default

Not applicable

Min. 95%

(ii)

Refund of excess amount, after making adjustments for the amounts outstanding from the consumer to the licensee,

Within one month of the effective date of reduction of contract demand/connected load;

Rs50 for each day of default.

Not applicable

Min. 95%

K Complaints about consumer bills (for Urban, Rural and Remote Areas) On receipt of the consumer billing complaint.

Twenty four hours if no additional information is required. Within ten days, if additional information is required


Not applicable

99% of complaints received

Note-In case the complaint is genuine and revision of bill already issued becomes necessary, the due date for payment of bill shall be reckoned from the date of revised bill for the purpose of disconnection of supply or for levy of additional charges for belated payment.

46

L New connections/additional load (for Urban, Rural and Remote Areas)

Time lines for release of new connections/ additional load *

* Submissions of PAC along with A&A form should not be insisted for new connection/ additional load request up to 100 kW.

As per the HPERC (Licensee’s Duty for Supply of Electricity on request) Regulations 2004.

LT Rs. 50 / day 11kV Rs. 50 / day 22kV Rs. 50 / day 33kV Rs. 100 / day EHT Rs. 400 / day

Not Applicable

Min. 95%

M Transfer of Ownership and change of category (for Urban, Rural and Remote Areas) (1) Transfer of title/ownership Within 10 days after completion of formalities Rs. 100 for each

day of default Not Applicable

Min.99%

(2) Change of Category Within 10 days after completion of formalities Rs. 100 for each day of default

Not Applicable

Min.99%

(3) Conversion between various voltage classes- (a) Informing feasibility Within 7 days after receipt of application Rs. 10 for each day

of default Not Applicable

Min. 95%

(b) Conversion from single phase to Low Tension 3-phase and vice-versa

Within two months from the date of payment of charges and submission of the test report.


Not Applicable

Min. 95%

(c) Conversion from Low Tension 3-phase to High Tension 3- phase and vice-versa (i) if extension of line is not required Within two months from the date of payment of

Charges and submission of test report.


Not Applicable

Min. 95%

(ii) if extension of line is required With in 90 days from the date of payment of charges and submission of test report.

N Disconnection/Re-connection of supply (for Urban, Rural and Remote Areas)

(a) Consumer requesting permanent disconnection-

47

(i) special reading and preparation of final bill, including all arrears up to the date of such billing

within five days from receipt of application

Rs. 50/- for each day of default Not applicable

Min. 98% (ii) disconnection of supply

Within 3 days upon payment of dues.

(iii) refund of the security deposit, if any, after making adjustments for the amounts outstanding from the consumer to the licensee

Within one month of the effective date of termination of the agreement

Rs. 50/- for each day of default beyond specified maximum time limit in addition to simple interest @12% pa as specified under the security deposits regulations

(b) Consumer requesting temporary disconnection-

special reading and preparation of final bill, including all arrears up to the date of such billing

Within five days from such request Rs. 50/- for each day of default beyond specified maximum time limit

Not applicable

Min. 95%

temporary disconnection within 5 days upon payment of dues (including energy charges, fix charges like demand charges, meter rent etc. and reconnection charges

(c) Reconnections-

(i) after temporary disconnection (if the service line has been removed)

Same as specified for new connection/additional load request under item L of this schedule.

Same as specified for new connection/ additional load request under item L of this schedule.

Not applicable

(ii) after temporary disconnection (if the service line has not been removed)

Within 24 hours of receipt of request. Rs. 100/- per day of default Not applicable

Min. 99%

(iii) where circumstances leading to the disconnection were attributed to the licensee.

Within 1 day on receipt of request/ complaint.

Rs. 300/- per day of default Not Applicable

100%

(d) Reconnection of supply disconnected under sub-section (1A) of section 135 of the Act

48

Within 48 hours from the date of deposit or payment of assessed amount or electricity charges in accordance with the Act.

- - -

O Power Availability Certificate (for Urban, Rural and Remote Areas)

(provided all the formalities as per clause 3.2 of the Supply Code are met with and there is capacity available with the licensee)

Within forty five days of the receipt of request or such extended period as approved by the Commission


Not Applicable

Min. 95%

P Temporary supply of Power (for Urban, Rural and Remote Areas)

(a)

Examination the technical feasibility of the connection requested for and if found feasible sanctioning the load and raising a demand note -

Within 3 days of receipt of the application and payment of chargers.

Rs. 50/- per day of default

Not Applicable

Min. 95%

(b)

Release of temporary connection – (i) Where no extension of distribution mains or the commissioning of new sub-station is involved. (ii) Where extension of distribution mains or the commissioning of new sub-station is involved.

Within 7 days from the receipt of application and payment of charges. Within the time lines as specified in the HPERC (Licensee’s Duty to Supply of Electricity on request) Regulation, 2004.

LT Rs. 50/- day 11kV Rs. 50/-day 22kV Rs. 50/- day 33kV Rs. 100/- day EHT Rs. 400/- day

Not applicable

Min. 95%

49

Q Other Standards (for Urban, Rural and Remote Areas)

(a) Making and keeping regular appointments a) At Sub-Divisional Level b) At Divisional Level c) At Circle Level d) At Chief Engineer Level

Twice a week Once a week Once a fortnight Once a month

Rs. 20/- per default Rs. 50/- per default Rs. 100/- per default Rs. 200/- per default

Not Applicable

Min. 95%

Note: 1. Days and time of appointments should be notified by the licensee on uniform basis for all offices throughout the State. 2. Days and time of appointment shall be displayed outside the room of the Officer concerned and also printed on the backside of the bills.

(b)

Making and keeping special appointments

Appointments may be had at the above levels on the specific request of any consumer

Rs. 200 per default Not Applicable Min. 98%

3. Efficiency Parameters Parameters Targeted Level of Standard of Performance

(a) Failure of - (i) 33/11 kV Power Transformers (ii) 11/0.4 kV Distribution Power Transformers

Not exceeding 0.5% in a year of the number of transformers in service at the beginning of year Not exceeding 5% in a year of the number of transformers in service at the beginning of year

(b) % of Stopped/Defective Meters Not exceeding 2 % of the meters installed

(c) % T& D Losses Subject to Commission’s directions in ARR/Tariff Order from time to time

(d) % Collection Efficiency Overall Annual Average monthly collection efficiency not less than 99% LT Consumers Overall Annual Average monthly collection efficiency not less than – 95% HT & EHT consumers Overall Annual Average monthly collection efficiency not less than – 100% Where monthly collection efficiency = Amount realized divided by the amount assessed during the month. Bills challenged in any court of law shall not be considered for the purpose of collection efficiency.

50

(4) Reliability & Quality of Power Supply

(I) Reliability of the distribution system operated by the licensee shall be computed on the basis of number and duration of sustained interruptions in pre-defined period of time e.g. quarterly, annually etc. In a power system, it may take a few minutes or repetitive operation of protective devices, to restore power after transient faults or to reroute power in the network to restore supply to the affected area.

The licensee shall compute and report the value of following sustained interruption indices, prescribed by the Institute of Electrical and Electronics Engineers (IEEE) Standard 1366 of 2003, from 1st April, 2011 and till then, the methodology for calculation of reliability indices shall continue as specified under the Himachal Pradesh Electricity Regulatory Commission (Distribution Licensees' Standards of Performance) Regulations, 2005):

Sustained interruptions, not classified as a part of momentary event, which last more than five minutes duration shall be considered for judging the reliability of the system and momentary interruptions (including all reclosing operation that occur within five minute of the first interruption), not exceeding five minutes duration, from the first interruption shall be ignored in computation.

a. SAIFI SAIFI (System Average Interruption Frequency Index) indicates how often the average customer experiences a sustained interruption over a pre-defined period of time. Mathematically, this is as follows, SAIFI= Σ Total Number of Consumers Interrupted

Total Number of Consumers served

i.e. SAIFI = Σ Ni

NT

Where, Ni = No. of interrupted consumers for each sustained interruption event during a quarter.

NT = Total no. of consumers served in the area. b. SAIDI

SAIDI (System Average Interruption Duration Index) indicates the total duration of interruption for an average consumer, as consumer minutes or consumer hours, during a pre-defined period. Mathematically, this is as follows,

SAIDI= Σ Customer Interruption Durations Total Number of Customers Served

i.e. SAIDI = Σ ri Ni

NT ri = Restoration time for each interruption event

51

Ni = No. of interrupted consumers for each sustained interruption event during the quarter.

NT= Total no. of consumers served in the area.

c. Consumers Average Interruption Frequency Index (CAIFI)

Consumers average interruption frequency index gives the average frequency of sustained interruptions for those consumers experiencing sustained interruptions. The consumer is counted once regardless of the number of times interrupted for this calculation.

CAIFI = Σ Ni

CN

Where Ni = Total no. of interrupted consumers for each sustained interruption event

during the quarter.

CN = Total number of consumers who have experienced a sustained interruption during the quarter.

d. Consumers Average Interruption Duration Index (CAIDI)

Consumers average interruption duration index is the average time required to restore service. Mathematically, simplified

CAIDI = SAIDI / SAIFI

-CAIDI shall be calculated for a sub-station, for a circle and for the Licensee as a whole. The index shall be expressed in interruption minutes per consumer per year.

-SAIFI, SAIDI, CAIFI and CAIDI indices shall be calculated for a sub-station, for a circle and for the Licensee as a whole quarterly and the consolidated indices value should form part of the report under sub-regulation 10(1).

While the indices, the following types of interruptions shall not be taken into account:

(a) Planned outages i.e. interruption due to “State Annual Outage plan” prepared in advance for the financial year SLDC if not deferred taking into account the statutory requirements ( Clause 5.8.4 (f) of the State Grid Code)

(b) Momentary interruptions of duration less than five minutes

(c) Contingency outages in intra-State transmission network as identified under clause 3.5.1 (a) of the State Grid Code.

(d) Outages due to Force Majeure reasons beyond the control of the Licensee like fire, earthquake, floods, storms, and riots etc. including forced outages i.e. an outage of a generating unit or a transmission facility due to a fault or other reason which has not been planned.

52

Within six months of these regulations coming into force, the Licensee shall declare Reliability Index (RI) in the form of SAIDI & SAIFI in its area of supply and shall publish it in local newspaper having wide circulation in that area.

The Commission shall fix benchmarks for standards of reliability on the basis of data collected for one year and revise the levels to be achieved from time to time for ensuring improvement in the performance of the licensee.

(II) Voltage Variation Limits

Licensee shall ensure that long duration voltage variation at the point of commencement of supply to consumer as defined in Indian Electricity Rules, 1956, shall not vary from the declared voltage as below:

Type of supply and declared voltage

Variation maximum limit % (+)

Variation minimum limit % (-)

230 Volts single phase 50 Hz AC supply 6% of declared voltage

6% of declared voltage

400 Volts three phase 50 Hz AC supply 6% of declared voltage


2200/660011000/15000/22000/330000 Volts three phase 50 Hz AC supply



66000 Volts and above three phase 50 Hz AC supply


12.5% of declared voltage

The complaints with respect to voltage variation limits shall be established through portable voltage recorders or meter reading instruments.

(III) Voltage unbalance

The Voltage unbalance shall not exceed the following limits:

Voltage Level

Limit of voltage unbalance

Implementation Stage

33 kV level 3% As specified by CEA Grid Connectivity Regulation, 2004

11 kV/22 level

3.5% As specified by CEA Grid Connectivity Regulation, 2004

53

Annexure-A (See sub-regulation (2) of regulation 5)

APPLICATION FOR CLAIMING COMPENSATION AMOUNT

BY THE AFFECTED CONSUMER

1 Name of the Consumer 2 Address 3 Nature of complaint in brief

4 Complaint Number 5 Date and time of Registration of

complaint

6 Date and time the complaint was attended to by the Licensee

7 Standard time within which the complaint is to be attended to as per Licensees’ Standards of Performance Regulations

8 Actual Time taken to attend to the complaint

9 Compensation claimed as per Licensees’ Standards of Performance Regulations

Date: Place: Signature

x-x-x-x-x-x-x-x-x-x-x-x-x-x-x-x-x-x-x-x-x-Purforation-x-x-x-x-x-x-x-x-x-x-x-x-x-x-x-x-x-x

ACKNOWLEDGMENT Claim Number: Date: Name of the Consumer: Claim for compensation amount received on (Date)

Signature of the official receiving the application With Name, Seal and Date

54

Appendix- D

Contact Details of HPSEBL Field Officers (Operation) up to Sub-Division level & Electrical Sections/Complaint Centers

Name of the office Name Designation

Contact No Mobile Office

South Zone, Shimla Er.Rajesh Thakur C E (OP) 9418083720 0177-2801745 Operation Circle, Shimla Er.C.K Chaturvedi S E (OP) 9418460544 0177-

2622129/128

City (E) Division Er.Bisheshwar Sharma

Sr Xen (E) 9418035522 0177-2653338

ESD, Ridge Er.P.K Sharma AE 9418484816 0177-2653306 ESD, Chotta Shimla Er.Raj Kumar AE 9418141877 0177-2628613 ESD, Idgah Er.P.K. Goel AE 98160-51010 0177-2658901 ESD, Sanjauli Er.Sushil Kumar AE 9418095729 0177-2640008 ESD, Boileauganj Er.Madan Lal Dhiman AE 9418005615 0177-2830985 (E) Division, Shimla No. 1 Er.Rakesh Thakur

Sr Xen (E) 9418044408 0177-2623952

ESD, Khalini Er. Partap Sidholi AE 9816025518 0177-2624123 ESD, Jutogh Er. Sudesh Kumari AE 9418482323 0177-2837126 ESD, Dhalli Er. Partap Sidholi AE 9816025518 0177-2624123

ESD, Junga Er. Surender Kumar Sharma AE 94184-57527 0177-2752477

ESD, Mashobra Er. C. R. Sharma AE 9418434282 0177-2740247 (E) Division, Shimla No. 2 Er.Rumel Singh Sr Xen

(E) 9418040827 0177-2620102

Mtc.S/div Bharari Er.Sohan Lal AE 9418006067 0177-2620102

ESD, Maliana Er.Virender Kumar Sharma AE 9816321895 0177-2821385

ESD, Kasumpati Er.Virender Kumar Sharma AE 9816321895 0177-2821385

Aug.S/div Car Parking Er.Vinod Kumar AE 9418450695 0177-2623480

Theog Er. Rajeev Thakur Sr Xen (E)

94184-99414 01783-238247

ESD, Theog Er. Ajay kumar AE 9816016473 01783-238231 ESD, Matiana Er.Sohan Lal Bhardwaj AE 9418050522 01783-225226 ESD, Sainj Er. Desh Raj AE 94184-05452 01783-235204

(E) Division, Suni Er. Raman Chaudhary

Sr Xen (E) 9418115400 0177-2786538

Suni Er.K.S. Thakur AE 94184-60522 0177-2786638 Dhami Er.D.K Sharma AE 9418023615 0177-2790247 Jalog Er.J.R Verma AE 9418487799 0177-2008503

55

Operation Circle, Solan Er.Dheeraj Mittal SE (OP) 9418032201 01792-221481

(E) Division, Solan Er. S.K. Sen Sr Xen (E) 9882134908 01792-221418

ESD, Solan-I Er. Rishi kesh thakur AE 94189-43088 01792-223611 ESD, Solan-III Er.Darshan Singh AE 9418456360 01792-227131 ESD, Kandaghat Er.R.K. Chauhan AE 94184-58328 01792-256128 ESD, Subathu Er. K.L. Gupta AE 9418474224 01792-275054 LMTC, SD, Solan Er.Ajay jain AE 9418039191 01792-227729 (E) Division, Parwanoo

Er. Janak Singh Rana

Sr Xen (E) 9418000920 01792-233104

ESD, Parwanoo Er. Rahul Verma AE 9418453864 01792-232292 ESD, Dharampur Er.K D Sharma AE 9418356364 01792-264016 ESD, Kasauli Er. S.K. Sharma AE 94180-38530 01792-272039

(E) Division, Arki Er. K.K. Bakshi Sr Xen (E)

94184-52324 01796-220745

ESD, Arki Er.Hans raj Sharma AE 9418488066 01796-220626

ESD, Kunihar Er.Vidya Sagar Sharma AE 9418254334 01796-262238/255

ESD, Daralaghat Er.K.K. Sharma AE 94180-11127 01796-248327 ESD, Bhumpti Er. Ashok Kumar AE 86270-61534 01796-238423 (E) Division, Nalagarh Er. Dinesh Gupta

Sr Xen (E)

94180-00022 01795-223097

ESD, Nalagarh-I Er. Himesh Dhiman AE 9418453987 01795-223039 ESD, Nalagarh-II Er.Amit Gupta AE 9418033925 01795-223098 ESD, Ramshehar Er. P D kaushal AE 9418478779 01795-258529 ESD, Nand Er.R L katna AE 9418268427 01795-237250 ESD, Joggon Er. Sita Ram AE 94184-58231 01795-238004

(E) Divisin, Baddi Er. Rajiv Sood Sr Xen (E) 9418030053 01795-244111

ESD, Baddi Er. K.C Raghu AE 9418461003 01795-245700 ESD, Barotiwala Er. O. S. Chaudhary AE 9418009306 01792-255124 ESD, Goela Er. Khaminder Singh AE 94180-34396 01792-286037 ESD, Manpura Er.Rakesh Kapoor AE 9418136744 01795-236123 Operation Circle, Nahan

Er.Anoop Kumar Dhiman SE (OP) 9418163980 01702-224630

(E) Division, Paonta Er.R.K.Dhiman Sr Xen (E) 9418023840 01704-

265100-101 ESD, Paonta Er.R.S.Rana AE 9418455258 01704-222325 ESD, Sataun Er.P.K Mailk AE 9418176585 01704-262423 ESD, Shillai Er.P.K Mailk AE 9418176585 01704-262424

56

ESD, Dhaulakuan Er.R S Thakur AE 9418053375 01704-257622 (E) Division, Nahan Er. R.K. Pathania Sr Xen (E) 9418490714 01702-222343 ESD, Nahan-I Er.R.K.Sharma AE 9418166774 01702-222373 ESD, Nahan-II Er. H.S Tomar AE 9418166914 01702-222394 ESD, Dadahu Er. Saleem Husain AE 94181-12636 01702-267334 ESD, Kala-Amb Er.Jadish Atri AE 94180-79089 01702-238920 ESD, Bagthan Er.R.K.Sharma AE 9418166774 01702-222373

(E) Division, Rajgarh Er. N.K.Upreti Sr Xen (E) 9418055048 01799-221037

ESD, Rajgarh Er. Narinder Thakur AE 94188-20999 01799-221078 ESD, Charna Er. Mulak Ram Sharma AE 98167-18297 01799-245108 ESD, Narag Er.Jawahar Lal Negi AE 9418465425 01799-257349 ESD, Sarahan Er.Sashi kant Sharma AE 98052-25609 01702-236748 ESD, Panog Er. Ravinder Jasta AE 9816039735 01704-276110 Operation Circle, Rohru Er.Mahesh Singhal S E (OP) 9816232135 01781-240866

(E) Division, Rohru Er. Ram Prakash Sharma

Sr Xen (E)

94180-19033 01781-220259

ESD, Rohru Er. Surender Kumar Mehta AE 94184-75068 01781-240062

ESD, Chirgaon-I Er.K.D.Chandel AE 9418065034 01781-277226 ESD, Chirgaon-II Er.V.P Soni AE 9418256373 01781-277275 ESD, Tikkar Er.Kuldeep Singh Negi AE 97369-58148 01781-233013

(E) Division, Jubbal Er.Yashpal Thakur Sr Xen (E) 8894280851 01781-252056

ESD, Jubbal Er.Narottam Dutt Sharma AE 98161-40170 01781-252071

ESD, Kotkhai Er. Vishal Patraval AE 94183-30372 01783-255367 ESD, Baghi Er.Vikrant Rana AE 9805921626 01783-242559 ESD, Sarswati Nagar Er.Jeet Ram AE 9418258335 01781-238264 ESD, Kiari Er. Bagh Singh AE 9816155764 01783-258856

(E) Division, Chopal Er.Sohan Rana Sr Xen (E) 9418470522 01783-260021

ESD, Chopal Er. Sant Ram AE 94182-77049 01783-260031

ESD, Nerwa Er. Ravinder Singh Jhagta AE 98160-39735 01783-264435

ESD, Kupwi Er. Vijay Kumar AE 94187-74021 01783-270128 Operation Circle, Rampur Er.Rajeev Gupta S E (OP) 9418558170 01782-233126

(E) Division, Ani Er.Ashwani KumarSharma

Sr Xen (E) 9418097197 01904-253407

ESD, Ani Er. Vipan Negi AE 9418402200 01904-253407

57

ESD, Nirmand Er.D.C. Bhardwaj AE 94180-88897 01904-255137

ESD, Jagatkhana Er. T.D Sharma AE 9418465165 01904-232200

ESD, Nithar Er. Vipan Negi AE 9418402200 01904-265523 (E) Division, Rampur Er.R.R. Rana Sr Xen (E) 9418399200 01782-233019 ESD, Rampur Er. Kuku Sharma AE 94184-75920 01782-233023 ESD, Sarahan Er.tashi taundal AE 9418016224 01782-274223 ESD, Nankhari Er. Gaurav Mandhotra AE 98052-78407 01782-225636 ESD, Taklech Bishmber Dutt Bhardwaj AE 9418487196 01782-272201 (E) Division, Kumarsain Er.M.P Singh

Sr Xen (E) 9418484213 01782-240062

ESD, Thanedhar Er.Rathu ram AE 9418992669 01782-222841 ESD, Baragaon Er. Ravinder Saklsani AE 9418494555 01782-245694 ESD, Kumarsain Er. Ravinder Saklsani AE 9418494555 01782-240057 (E) Division, Reckong-Peo Er. Ajeet Negi

Sr Xen (E)

94184-73899 01786-222234

ESD, R/Peo Er.Modi Lal Negi AE 94184-23700 01786-222286 ESD, Sangla Er. Narinder Kumar AE 9816031562 01786-242341 ESD, Pooh Er.Tara Singh Negi AE 9418422614 01785-232314 ESD, Tapri Er.Ram Dass Kulvi AE 9418471043 01786-261217

(E) Division, Kaza Er. Sanjay Negi Sr Xen (E)

94591-78028 01906-222329

ESD, Kaza Er. Sanjay Negi AE 94591-78029 01906-222330

ESD, Tabo Er.O.J. Rattan AE 94185-56141 01906-223328 North Zone, Dharamsala Er. Jagdev Singh CE (OP) 9418043944 01892-224972

Operation Circle, Kangra Er.R.S. Badwar S E (OP) 9418088358 01892-

265720/179

(E) Division, Kangra Er. R.S. Jarayal Sr Xen (E)

94181-05444 01892-265163

ESD, Kangra-I Er.kuldeep Singh thakur AE 9418121621 01892-265165 ESD, Kangra-II Er. Ashok Kumar Singh AE 94181-87057 01892-265196 132 kV s/stn. S/Divn. Kangra Er. Ashok Awasthi AE 9418111085 01892-262799

ESD, Shahpur Er.Ajay Gautam AE 9418015924 01892-238032 ESD, Rait Er.Karuna Sagar AE 94180-24660 01892-237666 ESD, Nagrota Surian Er. Vipin Kumar AE 94180-61140 01893-265035 ESD, Ranital Er. Kuldeep Chand AE 98170-48061 01892-269437 (E) Division, Dharamshala Er.Ajay Gautam

Sr Xen (E) 9418015924 01892-224997

ESD, Dharamshala-I Er.S.K Chadda AE 9418062200 01892-224916

58

ESD, Dharamshala-II Er.Zafar Iqbal AE 9459947750 01892-222169 ESD, Yol/sidhpur Er.V.S Pathania AE 9418883100 01892-246394 ESD, Baroh Er. Sher Singh AE 94181-12277 01892-259008 ESD, Nagrota Bagwan Er.Ankur Sharma AE 8894120410 01892-252280 (E) Division, Palampur Er.Balak Ram Rana Sr Xen (E) 9418113438 01894-230578 ESD, Palampur-I Er.P.C.Kapoor AE 9418043796 01894-230571

ESD, Palampur-II Er. Suresh kumar Chaudhary AE 9816342542 01894-230582

ESD, Maranda Er. Om prakash AE 9418077735 01894-239006

ERD, Bhawarna Er.Raman Chaudhary AE 9418115400 01894-255615

ESD, Daroh Er. Vinod Kumar Parmar AE 94186-18500 01894-275028

(E) Division, Dehra Er. Parveen Dhiman Sr Xen (E) 9418490026 01892-233112

ESD, Dehra Er. C.S Chawal AE 9418029855 01892-233127 ESD, Paragpur Er.N.K Dutta AE 9418039144 01892-245024 ESD, Dadasiba Er. K.N Dogra AE 9418495977 01892-289223 ESD, Haripur Er. Trilok Mehra AE 9418115637 01892-265026 ESD, Dhaliara Er. Kewal Chauhan AE 9418088242 01892-268136 ESD, Shantla Er.O P Dhiman AE 9418153931 01892-270029 ESD, Sansarpur Terrace Er. Satish Sharma AE 9816431084 01892-256433

(E) Division, Baijnath Er.Onkar Singh Patial

Sr Xen (E) 9418080433 01894-263085

ESD, Baijnath Pyar Chand Thakur AE 9418080137 01892-263050 ESD, Paprola Er. A.K. Guleria AE 9418050404 01892-242099 ESD, Chadhiar Er. Ved prakash AE 9418479603 01892-257228 ESD, Pancharukhi Er. S.K Soni AE 9418239222 01892-226224 ESD, Khudial Er. A.K. Guleria AE 9418050404 01892-265203 (E) Division, Lambagaon Er. A.k Sood

Sr Xen (E) 9418054121 01894-228255

ESD, Thural Er. Partap Chand AE 9816238848 01894-276627 ESD, Alampur Er. Ram Krishan Sharma AE 9459381254 01894-271220 ESD, Jaisinghpur Er.Ravinder Parmar AE 9816027322 01894-228222 (E) Division, Shahpur Er. Tej Singh

Sr Xen (E) 01892-237666

ESD, Shahpur Er. Aman Kumar AE 94185-78020 01892-238032 ESD, Lapiana Er. Daljit Singh AE 98163-12514 01892-210245 ESD, Chari Er. Fakir Md. AE 94182-21061 01892-277951 Operation Circle, Dalhousie

Er.Des Raj Naryal S E (OP) 9418053875 01899-240628/611

59

(E) Division, Dalhousie

Er.Rajinder Kumar Thakur

Sr Xen (E) 9418235088 01899-240612

ESD, Dalhousie Er. H.S Chauhan AE 9418043973 01899-242102

ESD, Chowari Angrej Singh AE 9459907255 01899-266327

ESD, Bakloh Ram Singh AE 9418046989 01899-257247 ESD, Sihunta Er. Rakesh Dhiman AE 9418007296 01899-265429

ESD, Salooni ER.T.RChaudhary AE 9418052654 01896-233235

ESD, Bhallie Er. Kelash Nath AE 94181-02636 01896-236545

Jawali Er.Kashmir Singh Chambial

Sr Xen (E) 9418457416 01893-264227

Ray Er.R.K Chaudhary AE 9815240173 01893-288933

Rehan Er. Balwant Singh AE 9418472151 01893-250034

Jawali Er. Ramesh Chaudhary AE 9418478724 01893-264234

ESD, Gangath Er. K.D.Chaudhary AE 9418461668 01893-275025

ESD, Fatehpur Er. Prahlaad Singh AE 9418216620 01893-256604 (E) Division, Chamba Er.M.L.Sharma

Sr Xen (E) 9418066710 01899-222429

ESD, Chamba-I Pawan Sharma AE 9418067438 01899-222246

ESD, Chamba-II Er.Deepak Verma AE 9418067655 01899-222431

ESD, Koti Er.Deepak Verma AE 9418067655 01896-200682

Bharmour Er.Mukesh Kumar AE 9816509801 01895-225024

ESD, Rakh Ashwani Thakur AE 9418484049 .01899-236615

ESD, Tissa Er.Bal Krishan Dogra AE 9418246620 01896-227043

(E) Division, Nurpur Er.Sunil kumar Sharma

Sr Xen (E) 9418034848 01893-220047

ESD, Nurpur Er.Sarwan kumar AE 9816591261 01893-220038

ESD, Indora Er. Arjun Singh katoch AE 9816532456 01893-241235

ESD, Kotla Er. Kamal Nain Sharma AE 9418294222 01893-236235

ESD, Damtal Er. Shakti Singh AE 9418470336 01893-244093

ESD, Ganoh Er. Inderjeet AE 9418334720 01893-274418

ESD, Kandrori Er. Kuldeep Kumar Sharma AE 9418043764 01896-244415

ESD, Salaili Er. Bushan Kumar AE 9418472109 01893-234185

(E) Division, Pangi ER.K.S Naryal Sr Xen (E) 9418187947 01897-242248

ESD, Killar- Pangi Er.P.C Tahkur AE 9418463530 01897-242238

ESD, Sach Er.P.C Tahkur AE 9418463530 Not available Operation Circle, Una Er. Rajesh Kumar SE (OP)

Operation Circle, Una Er. D.V. Sharma Sr. Xen 94180-79736 01975-238182

60

(C&W)

Operation Circle, Una Er.Amar Singh Dhiman AE(Civil) 9418607684 01975-238182

Operation Circle, Una Er. M.L.Dhiman AE(Works) 9418673898 01975-238182

(E) Division, Una Er.B.N Singh Sr Xen (E) 9418015447 01975-

238442 (E) Division, Una Er.Harish Dutt Sharma AE(Works) 9816484155 01975-238422

ESD, Una-I Er.M R sharma AE 9418079839 01975-223041

ESD, Una-II Er.H.N. Sethi AE 9418082642 01975-238334

ESD, Mehatpur Er.S.K.Kalia AE 9418107825 01975-232042

ESD, Santokgarh Er. M.L Bhardwaj AE 9418742024 01975-256036

ESD, Bangana Er.Lekh Raj AE 9418178720 01975-262024 ESD, Thanakalan Er.Jameet Singh AE 9418485653 01975-273051

(E) Division, Gagret Er.O.P Sharma Sr Xen (E) 9418090180 01976-241340

(E) Division, Gagret Er. Shyam Lal Singh AE(Works) 94184-53782 01975-241340

ESD, Gagret Er. Moti Lal Lath AE 9418029180 01975-241335 ESD, Daulatpur Er.Sher Singh AE 9418213520 01976-265044

ESD, Dulehara Er.Nagesh Chabba AE 9418456068 01975-251094

ESD, Haroli Er.Joginder Paul AE 9736213453 01975-284021

ESD, Tahliwala Er.Balraj Sagar AE 9418475404 01975-257666

(E) Division, Amb Er. Ashwani Kumar Sharma

Sr Xen (E)

94182-57105 01976-260008

(E) Division, Amb Er. G.S. Mann AE(Works)

94182-75658 01976-260008

ESD, Amb Er. Ashok Kumar AE 94163-59406 01976-260030

ESD, Nehrian K.K. Rana AE 88945-69421 01976-263434 ESD, Chowkiminar Er.Jagdish Rattan AE 9418179581 01976-279036

ESD, Bharwain Er.Manga Ram AE 98166-41123 01976-255221 Central Zone, Mandi Er.S.K.Goel CE(OP) 9418000022 01905-236074 Operation Circle, Mandi Er.K.K.Kapil S E (OP) 9418450535 01905-224103

(E) Division, Mandi Er. Desh Raj Sr Xen (E) 9418113555 01905-

222924 ESD, Mandi-I Er. J.N.Jour AE 9418037166 01905-222924 ESD, Mandi-II Er.S.K Sen AE 9816224478 01905-222958 ESD, Mandi-III Er. Kahan Singh AE 9418131203 01905-221397 ESD, Saigloo Er.R.K Ananad AE 9418125296 01905-281221 ESD, Rewalsar Er.B.D Thakur AE 9418027522 01905-240245 ESD, Kataula Er.D.K Thakur AE 9418004537 01905-269223 (E) Division, J/Nagar

Er. Atul Kumar Mehta

Sr Xen (E) 9418074707 01908-222008

61

(E) Division, J/Nagar Er.Sangram Singh AE (Works) 9418032322 01908-222008 ESD, J/Nagar-I Er. V.K Chaturvedi AE 9418452165 01908-222022 ESD, Makreri Er.Sant Ram Garg AE 9418471127 01908-256103 ESD, Chauntra Er. D.C. Sharma AE 9418056442 01908-252240 ESD, Barot Er. Kali Dass AE 9418474003 01908-267221 ESD, Lad Bharol Er.R S Thakur AE 9418080791 01908-278132 ESD, Padhar Er. O. C. Verma AE 9418260471 01908-260232 ESD, J/Nagar-II Er.D.K Dharwal AE 9418481955 01908-222004 (E) Division, Sarkaghat

Er. Vijay Singh Thakur

Sr Xen (E) 9418495301 01905-230026

ESD, Sarkaghat Er.Banshi Paul AE 9418049669 01905-230071 ESD, Baldwara Er.Dila Ram Bhatia AE 9418058017 01905-258025 ESD, Bhambla Er.Baldev Singh Verma AE 9418476653 01905-256522 ESD, Bhadarwar Er. Gian Chand Guleria AE 9418926418 01905-271264 (E) Division, Dharampur Er. B.D.Sharma

Sr Xen (E) 9816155276 01905-230026

ESD, Dharampur Er.Basant Singh Thakur AE 9418052369 01905-272023 ESD, Sandhol Er. Hemraj Sharma AE 9418296522 01905-273213 ESD, Tihra Er. P.P Shrama AE 94181660808 01905-278014

(E) Division, Gohar Sr Xen (E) 9418074707 01907-250201

ESD, Gohar ER.Ayush Manhans AE 9418089268 01907-250227 ESD, Pandoh Er. Arun Kumar AE 9418420001 01905-282065 ESD, Janjehli Er Suneel Kumar AE 9418497411 01907-256722 ESD, Baggi Er. R.K Gupta AE 9418489179 01905-245966 Operation Circle, Bilaspur Er.V.K Sharma S E (OP) 9418458172 01978-223350

(E) Division, Bilaspur Er.O P Chandel

Sr Xen (E) 9418000812 01978-222553

ESD, Bilaspur-I Er.J P Mahajan AE 9418498255 01978-222403

ESD, Bilaspur-II Er. Gurdev Ram AE 9817498343 01978-222403

ESD, Bilaspur-III Er.M.S Guleria AE 9418457116 01978-222562 ESD, Kot Er.Arun Sharma AE 9418465210 01978-288050

ESD, Namhol Er.S.P.Verma AE 9418472279 01978-240028 (E) Division, Ghumarwin Er. A. K. Khanotia

Sr Xen (E) 9418159986 01978-255266

ESD, Ghumarwin-I Er. V.S.Bhardwaj AE 9418254334 01978-255233 ESD, Ghumarwin-II Er.R.L.Sharma AE 9418154657 01978-255245

ESD, Barthin Er. Ranjeet Bhatia AE 9418489792 01978-266039

ESD, Kandror Er.Anil kumar Sehgal AE 9418059690 01978-243022

62

ESD,Talai Er.Naval Kishore Dogra AE 9418062214 01978-264041

ESD, Jhandutta Er. Ranjeet Bhatia AE 9418489792 01978-272032

ESD, Bharari Er. Ashok thakur AE 9418642155 01978-273059

(E) Division, Karsog Er. B R Walia Sr Xen (E) 9418460438 01907-222617

ESD, Karsog Er.A.C verma AE 9418001448 01907-222238

ESD, Seri Er. S.L Sharma AE 9418075108 01907-226421

ESD, Nihri Er. R.C Thakur AE 9418453126 01907-233635

ESD, Churag Er. B.L Kaundal AE 9418476658 01907-224011

ESD, Pangna Er. R.C Thakur AE 9418453126 01907-225041

ESD, Chhattri Er. S.L Sharma AE 9418075108 01907-243284 (E) Division, Sundernagar

Er. Gulab Chand Sandyal

Sr Xen (E)

94181-59827 01907-262207

ESD, Sundernagar/Bhojpur

Er. Kuldeep Singh Thakur AE 9418460522 01907-262027

S/Stn Sundernagar Er.NarinderThakur AE 9418070716 01907-262908

ESD, Slapper ER.N D Walia AE 9418064120 01907-286654

ESD, Ner Chowk Er.Tajinder Thakur AE 9418450436 01907-262207 Operation Circle, Kullu Er. Parvesh Thakur S E (OP)

94180-18034 01902-225425

(E) Division, Kullu Er. Harinder Thakur Sr Xen (E) 9418003900 01902-222651

ESD, Kullu-I Er.Vikas Gupta AE 9418039543 01902-222411

ESD, Kullu-II Er. Shyam Lal Bodh AE 9418029946 01902-222743

ESD, Bhuntar Er. Gulab Singh Kaundal AE 94184-58852 01902-265063

ESD, Nagwain Er.Virender Kumar Sharma AE 9459828575 01905-287224

ESD, Banjar Er.Naresh k. Manchanda AE 94181-10757 01902-222236

ESD, Larji Er. Jagdish Mahajan AE 9816003619 01902-230426

ESD, Jari Er.Shanti Lal AE 9816054927 01902-273135 (E) Division, Keylong Er.Tassi Dawa

Sr Xen (E) 94180-46515 01900-222291

ESD, Keylong Er.Prem Chand AE 9418430120 01900-222260 ESD, Udaipur Er. Amit Patiyal AE 94590-91863 01909-222244

(E) Division, Manali Er.Vidya Sagar Thakur

Sr Xen (E) 9418056255 01902-252306

ESD, Manali-I Er. Vikas Sharma AE 9418065072 01902-254294 ESD, Katrain Er.R.S.Thakur AE 9418424877 01902-240135

ESD, Naggar Er.Narender Thakur AE 9418011028 01902-248246

ESD, Manali-II Er. Devender Coundal AE 9418464981 01902-250101 Operation Circle, Hamirpur

Er. T.R. Rattan S E (OP) 94184-78223

01972-224330

63

Er. K.K. Sharma Sr. Xen (C&W)

94180-35211 01972-222386

(E) Division, Nadaun Er. B.L. Thakur Sr Xen (E)

98578-33707 01972-232205

ESD, Nadaun Er.D.S. Chauhan AE 98161-83835 01972-232266 ESD, Dhaneta Er. S.D. Dhiman AEE 94181-08877 01972-234036 ESD, Jwalamukhi-I Er.S.C. Guleria AE 94182-33465 01970-222233 ESD, Jwalamukhi-II Er. N.K. Datta AE 94180-39144 01970-222278 ESD, Khundian Er. Dev Raj Soni AE 9418553893 01970-272022 ESD, Majheen Er.B K Kaushal AE 9418054219 01970-278525 ESD, Rangas Er. Arun Kumar AEE 94180-94017 01972-241042

(E) Division, Barsar Er.M.L. Kalia Sr Xen (E) 9418012419 01972-288036

ESD, Barsar Er. Yasvir Singh Thakur AE 9418082255 01972-288023 ESD, Galore Er. V.K. Thakur AE 9418497125 01972-242705 ESD, Bhoranj Er. Hari Chand AE 9418458993 01972-266024 ESD, Bhota Er.D.K Gupta AE 9418495045 01972-255041 ESD, Bharari Er.Vattan Singh AE 9736697102 01972-260625 ESD, Bijhar Er. S.K Sharma AE 9418158495 01972-283032 (E) Division, Hamirpur Er. R.S Thakur

Sr Xen (E) 9418082220 01972-222213

ESD, Hamirpur-I Er.Moti Lal Bains AE 94181-78580 01972-222327 ESD, Hamirpur-II Er.Raj Kumar Gauttam AE 9418159955 01972-222218 ESD, Sujanpur ER.R.K Dhiman AE 9418219734 01972-272037 ESD, Tauni Devi Er. K.S Verma AE 94180-78063 01972-278033 ESD, Kakkar Er.Dev Raj Dhiman AE 9418158575 01972-262047 ESD, Lambloo Er. Subhash Chand Soni AE 94180-24510 01972-248411

ELCTRICAL SECTIONS/ COMPLAINT HELP LINE CONTACT NUMBERS UNDER

HPSEBL, OPERATION FIELD UNITS

Name of Electrical ) Section/ Complaint Center

Name of the AAE/JE P&T Land Line Number

Mobile Number

ELECTRICAL DIVISION, HPSEBL, CITY DIVISION, & DIVISION, NO-II, SHIMLA Sanjauli Er. Thakur Lal 0177-2645008

Ellysium Er. Ramesh Sharma 2657674

Snowdon Er.Ranveer Chauhan 2811339

Ridge Er. B.R. Verma 2657655

Bazar Er. V.K.Chauhan 2650228 Subji-Mandi Er. Suresh Kumar 2650146

64

Mythe Er. P.K. Goel 2808423

Telegraph Er. Pushpender 2651308

Idgah Er. Balbir Aukta 2812375

JE (Store) Er. Ramesh Sharma 2650228

U.S. Club Er. 2801571

Charlie-Villa Er.

Alu-Park Er.

Kasumpati Er. Dharam Pal 2821385

Panthaghati Er. Anil Kumar 2400123

Vikasnagar Er. Surinder Verma 2620666

New-Shimla Er. Mohinder Chauhan 2670324

Kamlahi Er. Rajinder Pal 2624123

Regal Lodge Er. Hemant 2830985

Kumar House Er. Liaq Ram 2656022

Kennedy House Er. Daleep Kumar 2807826

Summer-Hill Er. Satish Kumar 2830533

Ghora-Chowki Er. Daleep Rana 2633274

Totu Er. Ram Lal 2820029

Jutogh Er. A.S. Katoch 2837116

Tara-Devi Er. Shyam Lal 2633554

Shoghi Er. Ajay Kumar 2860150

Banuti Er. Ram Lal 94187-60540

Jubbar-Hatti Er. Som Dutt 98160-07657

Dhalli Er. Nek Ram 2844904

Cemetary Er. Dharmender 2655496

Parechi Er. Sunil Bhatia 2657769

JE (Vehicle) Er. Nek Ram 2623480

ELECTRICAL DIVISION, HPSEBL, RECKONG-PEO Kalpa Er. Anil Kumar 94186-69376

Reckong-Peo –I Er. Ramesh Kumar 94186-22395

Reckong- Peo -II Er. Sanjay Kumar 98177-29798

Shongthong Er. Sandeep Sangal 94553-30453

Akapa Er. Vijay Singh 98056-56972

Moorang Er.Thakur Singh 98053-64848

Powari Er. Jitender Kumar 94184-92256

Control Sub-Station R-Peo Er. Nagender Paul 94180-07709

65

Pooh Er. R.C. Negi 94188-61758

Yangthang Er. Jeema Tandup 94184-02565

Spillow Er. Sanjay Kumar 98056-81381

Tapri Er. Sudhir 98169-21118

Karchham Er. Ankur Sharma 94187-97670

Bhabanagar Er. Hari Parkash 98053-99487

Katgaon Er.Kishore Kumar 98165-35821

Nichar Er. Mukesh Kumar 98058-01759

Sangla Er. Suni Lal 98161-76379

Rakshham Er. Guman Singh 94186-47026

ELECTRICAL DIVISION, HPSEBL, RAMPUR

Rampur -I Er. Arun Kumar 94184-53054

Rampur -II Er. Muni Lal Bansal 94180-00407

Nogli Er.

Jhakri Er. Pardeep Kumar 94180-40641

Dansa Er. Suresh Kumar 94184-75455

Gaura Er. Lal Dev 94181-09164

Sarahan Er. Ashok Kumar 94184-75925

Jeori –I Er. Pyare Singh 94184-60260

Jeori -II Er. Bhaskara Nand 98167-47461

Taklech Er. Surinder Kumar 94184-58658

Nirath Er. Mohan Dass 94182-06281

Nankhari Er. Kishori Lal 98059-97545

Khamadi Er. Prem Singh 94180-39582

Theli Chakti Er. Mast Ram 94185-28312

ELECTRICAL DIVISION, HPSEBL, KUMARSAIN Kumarsain Er. Tara Chand Bharti 94184-75835

Narkanda/Oddi Er. Durga Dass 94592-95935

Thanedhar -I Er. R.D. Sirkeck 94184-75394

Thanedhar -II Er. Laxman Singh 94184-77200

Jarol Er. Bhagwan Chand 94184-50866

Banot Er. Bind Kumar 89881-11190

Baragaon Er. M.S. Sodhi 94184-75905

Kingal Er.

Malendi Er. Ghanshyam Dass

98162-07118

66

ELECTRICAL DIVISION, HPSEBL, ANNI Anni –I Er.

Anni-II Er. Kher Singh 94184-75209

Chowai Er. Dhyan Singh 98054-47988

Showad Er. Alam Chand 94180-22824

Durah Er. Madho Ram 94184-77259

Luhri Er. Budhi Singh 94188-11794

Dalash Er. Pyare Lal 94599-77012

Neethar Er. Khimi Ram 94182-09394

Jagatkhanna Er. Sarav Dayal 94184-57659

Badari Er. Hukam Chand 94184-75011

Brow Er. Ishwar Dass 94181-55777

Er. P.C. Kashyap 94180-55172

Urtoo Er. Nehru Lal 94184-79772

Nirmand Er. Mehar Singh 94180-22824

Bagipul Er. Bhoga Ram 94592-42426 ELECTRICAL DIVISION, HPSEBL, KAZA

Kaza Er. Moyank Sharma 94180-16224

Kee Er. Jagdish Chand 94185-55757

Hull Er. Mohinder 94184-48432

Hansa Er. Suneel Kumar 94188-

Tabo Er. Sudesh Kumar 94592-70191

Gulling Er. Hari Mohinder 94186-66675

Shichling Er. Varinder Singh 89882-10502

Samoli Er. Rajinder Kumar 94183-91363

ELCTRICAL DIVISION, HPSEBL, RAJGARH

Kheri Er. Ravi Kumar 94182-27881

Habban Er. Ravi Kumar 94182-27881

Deedag Er. Amar Singh 94187-51311

Dhamander Er. Ravinder 94180-42161

Chandol Er. Ravinder 94180-42161

33kV Sub-Station Er. Balbir 01799-220715

Vehicle/Store Er. Dhirender 94592-50034

ELECTRICAL SUB-DIVISION, HPSEBL, SARAHAN JE, Sub-station Er. Jai Pal 01799-236354

67

Sarahan Er. Jagdish 94180-79089

Thakurdwara Er. Virender Singh 98051-53510

Dangyar Er. Virender Singh 98051-53510

Naina-Tikker Er. Unesh Kumar 96258-93609

ELECTRICAL SUB-DIVISION, HPSEBL, NARAG Narag Er. Vipin Kashyap 94180-28325

Jehar Er. Vipin Kashyap

Yashwant Nagar Er. Ramesh Kumar 94188-28250

Dilman Er. Ramesh Kumar

ELECTRICAL SUB-DIVISION, HPSEBL, CHARNA

(Bogdhar Er. Hoshiyar Singh 98051-63030

Local Er. Hoshiyar Singh

Nohradhar Er. Hoshiyar Singh

33kV Sub-Station Er. Hoshiyar Singh

ELECTRICAL SUB-DIVISION, HPSEBL, PANOG

Panog Er. Naresh Kumar 98164-82480

(Ronhot Er. Vinay Kumar 98052-96811

Haripurdhar Er. Naresh Kumar 98164-82480

ELECTRICAL SUB-DIVISION, HPSEBL, ESD, No. - I, NAHAN Chowgan Er. H.S. Tomer 01702-222342

Katcha Tank Er. Satish Kumar Kanwar 01702-226411

Gunnughat Er. Chandermani 01702-226410

ELECTRICAL SUB-DIVISION, HPSEBL, ESD, No. - II, NAHAN Shambuwala Er. Firoz Ali 01702-222348

Jamta Er. Prithi Singh 94186-39282

Surla Er. Man Singh 94188-27030

33kV Sub-Station, Dosarka Er. Dhanbir Singh 01702-222348

Store Er. Omkar Singh 01702-222348

ELCTRICAL SECTIONS/ COMPLAINT HELP LINE CONTACTS UNDER ELECTRICAL SUB-DIVISION, HPSEBL, DADAHU

Dadahu –I Er. Dinesh Kumar 94184-82440

Dadahu –II Er. Shanti Swroop 94184-58282

Sangrah Er. Manohar Lal 94180-87027

Mehat Er. Rakesh Gupta 98972-74203

Andhari Er. Ayodhya Kumar 98168-78191

33kV Sub-Station Er. Ayub Beg 01702-267362

68

ELECTRICAL SUB-DIVISION, HPSEBL, BAGTHAN Bagthan-I Er. Ajay Dogra 98170-82076

Bagthan-II Er. Ajay Dogra

Parara Er. Kanu Priya 94180-01504

Banethi Er. Kanu Priya

33kV Sub-Station Er. Iqubal Quari 94182-06184

ELECTRICAL SUB-DIVISION, HPSEBL, KALA-AMB

Suketi Er. Salim 94181-12636

Moghinand Er. Salim

Kala-Amb Er. Sunder Singh 94186-66596

Barma Papri Er. Suresh Kumar 98059-80935

33kV Sub-Station Er. Parkash Chand 93187-60665

ELECTRICAL SUB-DIVISION, HPSEBL, PAONTA- SAHIB Paonta Er. S.S. Sharma 01704-222314 94181-17316

Badripur Er. Rakesh Rehal 01704-222331 94184-56822

Jamniwala Er. Mukesh Singh 94180-96301

Gondpur Er. Rattan Lal 94181-46109

Nihalgarh Er. Anil Kumar 94189-93189

132/33 kV Sub-Station Er. Rattan Lal 01704-222394

ELECTRICAL SUB-DIVISION, HPSEBL, SATAUN

Kamroo Er. Sanjeev Gupta 94184-58124

Sataun Er. J.C. Negi 94184-67321

Rajpura Er. Shanti Bhushan 94596-91037

Puruwala Er. Baldev Singh 94181-32951

Rajban Er. Achhru Ram 94182-84845

33/11Kv sub-station Puruwala

Er. Baldev Singh 01704-238823

33/11kV sub-station Rajban

Er. Achhru Ram 94182-84845

ELECTRICAL SUB-DIVISION, HPSEBL, DHAULA-KUAN Kotar Er. Jai Chand 98164-82752

Majra Er. Ajay 94184-78581

Girinagar Er. Arun Kumar Chibber 94181-32951

33/11kV sub-station, D/Kuan

Er. Jai Chand 98164-82752

ELECTRICAL SUB-DIVISION, HPSEBL, SHILLAI

Kafota Er. Kashmir Singh 98169-99653

69

Shillai Er. Kashmir Singh

Timbi Er. Nazakat Ali 88946-40407

33/11kV sub-station Shillai Er. Partap Singh 01704-278650

COMPLAINT HELP LINE CONTACT NUMBERS UNDER CHIEF ENGINEER NORTH ZONE

Location Land Line Number Dalhousie Section

Sadar Bazaar Dalhousie 01899-242729 Gandhi Chowk Dalhousie 01899-242260 Dalhousie Cantt. 01899-242544 Banikhet Store 01899-254542

Chamba Section Hardaspura 01899-223670 Sultanpur 01899-223919 Local Chamba 01899-222240

Nurpur Section Local Helpline 01893-221055 Bodh Sub-Station 01893-226179

ELCTRICAL SECTIONS/ COMPLAINT HELP LINE CONTACT NUMBERS UNDER HPSEBL, OPERATION FIELD UNITS (Central Zone)

Name of the Section Name of the JE/AAE LL. No. Mobile No.

ESD No. –I Bilaspur:

Beri Er. Ram Prakash 95590-09188

Panjgain Er. Balak Ram Sharma 98172-95805 Chhadol Er. A.N. Gautam 94180-18644 Jabli Er. Rajener Kumar 98172-97005 Ghagas Er. Kamal Dev 98057-93598 ESD No. –II Bilaspur: Chhangar Er. Bhupender Tadu 94181-79781 Diara Er. Dinanath 98165-14769 Roura Ravinder Choudhary 98168-67047 Rishikesh Suresh Chand Sharma 94184-76858 ESD No. –III Bilaspur: Store Section Er. Dinesh Koundal 94181-63564 J.E. S/Stn. & Vehicle Er.Nishar Mirja 98163-23517 ESD, Namhol: Namhol Er. Ranjeet Singh 94184-76440 Jukhala, (Transferred) Er. Daler Singh 98172-94150 Transferred Er. - ESD, Kot (Naina Devi Ji): Dabat Er. Madan Lal Chandel 94184-57955

70

Naina Devi Ji Er. G.S. Maan 94184-96966 Golthnai Er. Yash Pal Dhiman 94184-94712 Swahan Er. Om Kar Singh 98166-23333 Swarghat Er. Ravinder Kumar 97369-28972 Sub./Stn. Kot Er Lekh Raj Bhatia 01978-288327 Kot- I Er. Brij Lal 94590-08318 ESD, No. I Ghumarwin: Ghumarwin Er. R.S. Rana 94180-31455 Ghumarwin, (Transferred) Er. Amin Chand 97183-44283 Kothi (Transferred) Er. - ESD, No. II Ghumarwin: Dangaar Er. K.K. Bhardwaj 94181-55611 Morsinghi Er. P.C. Sankhyaan 94597-74059 Dadhol Er. Avtaar Singh 98171-62149 Badhaghaat, (Transferred) Er. - Kutherha Er. R.C. Dhimaan 94186-63618 ESD, Talal: Talal Transferred/ Promoted Er. - Jejhwin Er. Nand Lal Sharma 98166-56875 Gharahan Er. Y.P. Sharma 94181-77674 Kalol Er. Surjeet Singh 94186-29394 Jhabola Er. Parkash Dhiman 94597-90174 ESD, Jhandutta: Jhandutta, Transferred/ Promoted

Er. -

Samoh Er. Raj Kumar 94181-61284 Geharwin Er. Ashwani Sharma 98164-88183 Nakhlehra, Transferred/ Promoted

Er. -

Amarpur Er. Jagdish Chand 98172-22950 ESD, Bharari: Bharari Er. Kamlesh Dhiman 98162-49682 Barota Er. Nek Ram 98170-17870 Marahna Er. Suresh Kumar Sharma 94180-93874 Hatwaar Er. Ramesh Chand Sharma 94183-18528 Panthehra Er. Ramesh Thakur 94180-65711 ESD, Berthin: No. II Berthin Er. Rajesh Kumar 94187-82675 No. I Berthin Retired Er. - Kapahra Er. Surender Kumar 94188-88436 Balh Seena Er. Karam Chand 94189-91712 ESD, Kandrour: Talyana Er. P.C. Chandel 94181-25631 Bhager Er. Suresh Kumar Thakur 98170-97227 Harlog Er. B.K. Chandel 94180-69789 Chandpur Er. Shyam Lal 94180-36088 Kandrour Er. O.S. Chandel 98054-06564 ESD, S/Nagar: Local- I, Sundernagar Er. Rewati Ramman 94184-65326 Jaidevi Er. Rajesh Kumar 94181-31022

71

Local- II, Sundernagar Er. Rajender 94186-26434 Local- III, Sundernagar Er. Jagdish Kumar 94188-55757 Mahadev Er. Gulab Singh 94184-60316 JE (IT) Er. Abhishekh Sharma 94180-25868 S/St. S/Divn., S/Nagar: Store Section Er. B.S. Thakur 94181-00927 Dhanoutu Er. A.S. Thukur 98168-46536 Kalond Er. H.C. Sharma 94180-71108 Sub/Stn./Vehicle Section Er. Shankar 98165-26841 ESD, Ner-Chowk (Ratti): Ner-Chowk Er. Neeraj Walia 94184-64101 Ratti- I Er. T.S. Chauhan 94182-01350 Gagal Er. Sunil Sharma 94181-26223 Ratti- II Er. T.S.Chauhan 94182-02112 (Transferred) Er. Uttam Chand - ESD, Salapper: Dehar Er. Sushil 94187-15204 Jarol Er. Vinod Gupta 94186-03741 Slapper- II Er. Bachitar Singh 94184-86767 Slapper- I Er. Om Parkash 98170-96490 ESD, Chhatri: Chhatri, (Retired) JE. - Asia Er. Pardeep Kumar 98161-84155 Chhatri- I & II Er. Ankush Dhiman 98051-63140 ESD, Seri: Seri- II & Saij Er. Suneel Kumar 98167-94683 Seri- I Er. Hom Karishan 98170-98537 Jong Er. Gopal 98178-85099 ESD, Karsog: Karsog- I Er. B.L. Thakur 94184-88331 Kao Er. Anup Chand Sharma 94183-67988 Karsog- II Er. D.S. Sharma 98170-60500 Store Section Er. R.K. Sharma 94184-55104 ESD, Churag Bakhar Er. Yogender Raj 94184-63764 Behli Er. J.C. Verma 94184-62721 Sec. Er. Rajender Sharma 94186-26434 ESD, Pangna Jhungi Er. Yadvinder Chaudhary 98178-88769 Pangna Er. Sanjeev Kumar 94189-90400 Bithri Er. Rajeev Gupta 98161-99407 33kV Line Er. Surjan Singh 98172-67322 ESD, Nehri: Nehri- I Er. Baldev Thakur 94184-50137 Rohanda Er. Gopal Chauhan 98170-19419 Charkari Er. Chintan Parkash 94184-42848 Nehri- II & Ghumarun Er Uttam 94185-02607

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