SOP Schedule

SCHEDULE – I
(Refer to clauses 3.1, 4.2 and 6.1)
GUARANTEED STANDARDS OF PERFORMANCE

I.          Restoration of Power Supply

1.         On receipt of a complaint regarding failure of supply, the licensee shall inform the consumer in case he so desires, the likely time by which the power supply shall be restored.

2.         Normal Fuse-off calls: Normal fuse-off call shall include replacement of HT drop out fuses and fuses on L.T. side of distribution transformers or at the consumer premises. Normal fuse -off call shall be attended to within 4 hours in cities/towns and within 24 hours in rural areas.

3.         Overhead Line Breakdown: There may be major and minor line breakdowns. Major breakdown may require replacement of conductor, structures etc. Minor line breakdowns in cities/towns shall be attended to within 6 hours and in rural areas within 24 hours. Major line breakdowns shall be attended to within 24 hours in cites/towns and within 72 hours in rural areas.

4.         Distribution transformer (DT) failure:   The licensee shall restore supply in case of distribution transformer failure by replacing the transformer within 3 days in cities and towns and within 7 days in rural areas. The feasibility of restoring the supply through nearby distribution transformer shall, however, be explored first.

5.         Scheduled Shutdown: Interruption in power supply due to scheduled outages, other than the load shedding, shall be notified by the licensee at least 24 hours in advance and the interruption shall not exceed 12 hours in a day. The licensee shall ensure that supply is restored not later than 5 PM in winter (Oct - Feb) and 6 PM in the summer season (Mar - Sept).  The scheduled load shedding programme shall be displayed on the notice boards of distribution centres and be published in at least two newspapers of the affected area. Major industry associations/other consumer associations and HT and other important consumers should be given prior intimation about such shutdowns.
 
II.         Quality of Power Supply

Voltage Variations: The licensee shall maintain voltages at the point of commencement of supply to a consumer within the limits stipulated hereunder, with reference to declared voltage:

1. In the case of Low Voltage, +6% and -6%;

2. in the case of High Voltage, +6% and -9%; and,

3. in the case of Extra High Voltage, +10% and -12.5%

No compensation on account of voltage variations shall be payable to industrial and agricultural consumers who do not provide capacitors as prescribed.


III.        Complaints about meters

1.         The licensee shall inspect and check the correctness of meter within 7 working days of receipt of a complaint. If meter is not working (stuck up, running slow or fast or creeping) the licensee shall arrange to replace the meter at licensee's own cost within 15 days in towns/cities and 30 days in rural areas.

2.         If a meter is burnt out it shall be replaced at the licensee's own cost within 7 days of complaint, if the burning of meter is due to causes attributable to licensee.  If the meter is burnt due to causes attributable to the consumer, the licensee shall serve a notice to the consumer for payment of cost of meter within 7 days and shall replace the meter within 7 days of receiving the payment from the consumer.  Necessary corrective action shall also be taken to avoid damage to the meter in future.

IV.       Applications for new connections/additional Load

The licensee shall be guided by and comply with the Chhattisgarh State Electricity Supply Code in matters of releasing of new connections/additional loads to consumers in the following cases
a)   where power supply can be provided from existing network,
b)   cases where power supply requires extension of distribution mains; and
c)   cases where erection of substation is required to release supply

The various services and the time limits for rendering the services as specified in the Supply Code are summarized below:

Table-A


S.No.

Licensee Services

Time Limit for Rendering the Service

1
a)

LT connection
Notice of inspection on receipt of complete application

 

3 Working Days

b)

Inspection after sending the notice     
     a)    Urban areas

 

2 working days

     b)    Rural areas

5 days

c)

Issue of demand note

 

 

(i) to the applicant for payment of estimated charges (if the extension work is not required and the connection is to be given from the existing network)
     a)    Urban areas

 

 

5 working days

     b)    Rural areas

7 working days

 

 

(ii) to the applicant for payment of estimated charges (if the extension work or enhancement of transformer capacity is required)
     a)    Urban areas

 

 

10 working days

     b)    Rural areas

22 days

d)

Serving of power availability notice for commencement of supply/Commencement of supply in areas where licensee's distribution system exists

(i) After payment of necessary charges (if the connection is required to be given from existing network)
    a)     Urban areas

 

15 working days

    b)     Rural areas

15 working days

(ii) After payment of necessary charges (if extension work or enhancement in transformer capacity is required)

     a)    All connections excluding   agriculture

60 days

     b)    Agricultural connection during season when clear access to fields is available
 

90 days (if full cost of extension is paid)

    c)     Agricultural connection during season when no clear access is available

180 days (if full cost of extension is paid)

2.
a)

High Tension Connection
Informing feasibility after receipt of the application

 

15 working days

b)

 Issue of demand note of estimated charges (after issue of notice of feasibility)

30 days

c)

Serving of power availability notice for commencement of supply/release of connection after receipt of estimated charges subject to receipt of clearance from Electrical Inspector

    a)     If extension up to 100 meters work is involved

30 days

    b)     If extension beyond 100 meters work is involved

90 days

3.

Extra High Tension Connections

a)

Informing feasibility after receipt of the application

30 working days

b)

Issue of demand note of estimate charges after issue of notice of feasibility

60 days

c)

Serving of power availability notice for commencement of supply/release of connection after receipt of estimated charges subject to receipt of clearance from Electrical Inspector.

180 days

Note: The licensee shall not, however, be held responsible for the delay, if any, in extending supply, if the same is on account of problems arising out of court cases, relating to statutory clearances, right of way, acquisition of land, or the delay in consumer’s obligation to obtain approval of Chief Electrical Inspector for his High Tension or Extra High Tension installation, etc. over which the licensee has no control.

V.        Transfer of ownership and conversion of services

The licensee shall give effect to transfer of ownership, change of category and conversion of the existing services from low tension to high tension and vice versa within the following time limits:

TABLE-B

S. No

Licensee Services

Time Limit for Rendering the Service

(a)

Transfer of ownership

Within 15 days of receipt of application with necessary documents and prescribed fee, if any.

(b)

Change of consumer category

Within 30 days from the date of payment of necessary charges by the consumer.

(c)

 

(d)

Conversion from LT 1-ph to LT 3-ph and vice versa
Conversion from LT to HT and vice versa

Within 30 days from the date of payment of necessary charges and submission of test report by the consumer or 90 days in case extension of line is required. However, the licensee shall not be held responsible for any delay on account of delay in consumer’s obligation to obtain approval of Chief Electrical Inspector for such installation.

VI.       Complaints about consumer’s bills

In case the complaint is genuine and revision of a bill already issued becomes necessary, the due date for payment of bill shall be reckoned from the date of the revised bill, for the purposes of disconnection of supply or for levy of additional charges for belated payment. The licensee will restore supply to a consumer, whose supply has been disconnected due to non-payment of electricity bills, as per the schedule after receipt of production of proof of payment by the consumer.

             

Annexure to schedule-I

SCHEDULE OF GUARANTED PERFORMANCE STANDARD AND COMPENSATION PAYABLE TO CONSUMER

Nature of Service
Standards of Performance Indicating the maximum time limit for rendering the service
Amount of compensation payable to each affected consumer(s) in case of default
Date from which compensation shall be payable
1. Normal Fuse-off call      
Town and cities Within 4 hours Rs.25/- (Rs. 50/- in case default exceeds 24 hours for towns / cities and 48 hours for rural areas respectively)

 

1.7.2007

Rural areas Within 24 hours
2. Line Breakdowns      
Towns and cities

(i) Within 6 hours (Minor)

(ii) Within 24 Hours (Major)

 

 

Rs.25/-

 

 

1.7.2007

Rural areas

(iii) Within 24 hours (Minor)

(iv) Within 72 Hours (Major)
3. Replacement of Failed Distribution Transformer (DT)*      
Towns and cities Within 3 Days Rs.100/- 1.7.2007
Rural areas Within 7 Days
4. Period of Scheduled shut down      
Maximum duration in a single stretch Not to exceed 12 hours

 

Rs.25/-

 

1.7.2007

Restoration of supply after shut down By 6 PM in summer (Mar.-Sept)  & 5 PM during winter (Oct.-Feb.)
5. Voltage Variations      
Where no expansion or enhancement of network is involved Within 10 days

 

 

Rs 100/-

 

 

1.1.2008

Where up-gradation of distribution system is required

Within 90 days (Towns/cities)

Within 180 days (rural area)
6. Meter Complaints      
Inspect and check correctness Within 7 days

 

 

 

Rs 25/- per week of default

 

 

 

1.1.2007

Replace slow, fast, creeping or jammed meters

Within 30 days (Rural LT only)

Within 15 days (All other cases)
Replace burnt meters if cause not attributable to consumer Within 7 Days

Replace burnt meters in all other cases

Notice to consumer for payment within 7 days of detection and replacement of meter within 7 days from receiving payment
7. Application for new connection/ additional load      
Release of supply where providing connection is feasible from existing network. As given in Table-A Rs 50 for each day of default in each individual activity

 

 

 

 

1.7.2007

Release of supply where network expansion/ enhancement is required for providing connection As given in   Table-A Rs.50 for each day of default in Case of LT and Rs. 500 for each day of default in case of HT & EHT, in each individual activity.
Agriculture connections As given in Table-A Rs 50 for each day of default in each individual activity.
8. Transfer of ownership and conversion of service      
Title Transfer of ownership

 

 

As given in Table-B

 

Rs 50 for each day of default

 

 

1.1.2007

Change of consumer category
Conversion of LT 1-ph phase to LT 3-ph.
Conversion from LT to HT and vice-versa Rs 500 for each day of default
9. Resolution of complaints on Consumer's Bills      
If no additional information is required Within 24 hours

 

Rs 25/- for each day of default

 

1.1.2007

If additional information is required for LT consumers Within 7 days (towns/cities)  & Within 15 days (rural areas)
If additional information is required for HT consumers Within 30 days Rs 100/- for each day of default  
10. Reconnection of supply following disconnection

Within 24 hours (towns/cities) Within 72 hours (rural areas)        

(of receipt of payment from consumer)
Rs 50/- for each day of default 1.1.2007
11. Refund of Deposits (After completion of formalities by the consumer) Within 60 days Rs 25/- for each day of default 1.1.2007

 


 

 

 

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