ELECTRICITY%20CONSUMER%20-%20RIGHTS%20AND%20PRIVELEGES%20AND%20DUTIES%20AND%20OBLIGATIONS

1
ELECTRICITY CONSUMER - RIGHTS AND PRIVELEGES AND
DUTIES AND OBLIGATIONS

• D.S.HANUMANTHA RAO B.E.(Hons) PGDM (IIMA)
• FORMER MEMBER,
• TAMIL NADU ELECTRICITY REGULATORY COMMISSION,
• CHENNAI
• CONTACT No
• 044- 2474 0316
• E-mail dshr_at_dataone.In

2
Who is an electricity consumer?

• ANY PERSON WHO IS SUPPLIED WITH ELECTRICITY FOR
• HIS OWN USE BY A LICENSEE OR THE GOVERNMENT OR
• BY ANY OTHER PERSON, ENGAGED IN THE BUSINESS OF
• SUPPLYING ELECTRICITY TO THE PUBLIC UNDER THIS
  ACT OR
• ANY OTHER LAW FOR THE TIME BRING IN FORCE AND
• INCLUDES ANY PERSON WHOSE PREMISES ARE FOR THE
• TIME BEING CONNECTED FOR THE PURPOSE OF RECEIVING
  
• ELECTRICITY WITH THE WORKS OF A LICENSEE,
• GOVERNMENT OR SUCH OTHER PERSON, AS THE CASE MAY
  BE.

3
IS A NEW APPLICANT OR AN INTENDING ELECTRICITY
CONSUMER, A CONSUMER UNDER THE ACT?
4
YES, HE IS ALSO AN ELECTRICITY CONSUMER
5
Indian Power Sector

• Power in Concurrent list
• Both Central and State Governments have
  jurisdiction
• Power Sector in States
• Vertically integrated State Electricity
  Boards
• (being restructured)
• Central Public Sector Undertakings
• Own 34.4 of the capacity States 52.7

6
Indian Power Scene30-12-2007

• Capacity140301 MW
• Hydel-24.7
• Thermal- 64.6
• Coal 53.2
• Gas and diesel 11.4
• Wind 7.8
• Nuclear 2.9
• S- 72231 MW
• C- 47351 MW
• P 18669 MW

• AVAILABILITY 83.72
• PLF PUBLIC 77.03
• PRIVATE 86.35
• TD LOSSES 30.42
• PEAK POWER SHORTAGE 13.80
• ENERGY SHORTAGE 9.6

7
GROWTH OF THE INDIAN POWER SECTOR

• POWER GENERATING CAPACITY HAS GROWN MANIFOLD FROM
  1712 MW IN 1950 TO MORE THAN 140301 AS OF TODAY.
• THE TRANSMISSION LINES HAVE ALSO GROWN FROM A
  MERE 2708 CKM IN 1950 TO MORE THAN 251195 CKM
  TODAY.
• MORE THAN 80 OF 580000 VILLAGES HAVE BEEN
  ELECTRIFIED THE BALANCE WILL BE COMPLETED BY
  2007.
• ABOUT 60 OF THE POPULATION HAVE ACCESS TO
  ELECTRICITY THE BALANCE WILL BE COMPLETED BY
  2012.

8
Present scenario - the challenge
Financial health of SEBs
Business as usual continues Results targeted
Losses (Rs. Cr.)
Years
Contd. ..
9
Present scenario - the challenge Contd. ..
Power removing shortages and improving
Reliability Quality
Results targeted
Peaking Shortage
Installed Capacity
108,000 MW
146,000 MW
212,000 MW
10
PHYSICAL ACHIEVEMENT

• 8 TH PLAN TARGET 30538 MW
• ACTUAL 16323 MW
• 9 TH PLAN TARGET 40245 MW
• ACTUAL 20892 MW
• 10 th plan TARGET 41110 MW
• ACTUAL 21180 MW (30/04/2007)
• 11 th plan78577 MW 12 th Plan 107500 MW

11
OPERATING COST AND REALISATION IN PAISE PER UNIT

• 96-97 215.68 165.30
• 97-98 239.70 180.30
• 98-99 262.50 185.50
• 99-00 283.00 199.00
• 00-01 308.30 212.00
• 01-02 - 339.0 - 229.00
• 02-03- 47p / FOR TN
• 03-04- 27 p/ FOR TN
• 04-05- 40 p/ FOR TN

12
Three Crises in the Power Sector Financial Crisis
(Utilities and Governments) Crisis of
Performance Crisis of Governance Control of
Vested Interests on Decisions and Execution
Breakdown of Mechanisms for Transparency, Accoun
tability, and Participation (TAP) Crisis of
Governance
13
WEAKNESSES OF SEBs

• POOR FINANCIAL POSITION
• HIGH T D LOSSES.
• LARGE INVESTMENT NEEDS.
• COMPLEX ORGANISATION STRUCTURE AND PROCEDURES
• HIGHLY SUBSIDISED TARIFFS
• LARGE UNMETERED SUPPLIES.
• LOW ELECTRICITY COVERAGE.
• LOW EMPLOYEE PRODUCTIVITY.
• POOR QUALITY OF POWER,

14
POWER SECTOR DEVELOPMENT
OBJECTIVES
STRATEGY
ACTION

• Sufficient power for 8 economic
• growth

Generation

Transmission

• Reliable power

Distribution

• Quality power

Regulation

• Inexpensive power

Financing

Conservation

• Commercial viability

Communication

Legislative initiatives

• Power to All

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Distribution

• STRATEGY
• Distribution Reforms aimed at
• System upgradation (APDRP)
• Loss reduction (Aggregate Technical Commercial
  losses)
• Theft control
• Consumer orientation
• Commercialization
• Decentralized distributed generation and supply
  for rural areas
• Introducing competition
• I.T. to replace human interfaces

16

• ACTION
• Energy accounting
• Metering
• Organization restructuring
• Franchisees
• Technology input
• Anti theft laws
• Accelerated Power Development Reform Programme
  (APDRP)
• Incentive linked development package
• Five years Business plan
• Reliability index
• Rating of utilities
• Rural Elect. Supply Technology Mission (REST)
• Accelerated Rural Electrification Programme

17
Communication

• Political consensus.
• Public Awareness
• Media support

18
(No Transcript)
19
PERCEPTION OF ELECTRICITY SERVICE

• SERVICE IS A KEY TO FUTURE GROWTH AND SUCCESS
• POOR SERVICE IS EVERYWHERE
• SERVICE CRISIS IS LOOMING AND PROVIDERS ARE NOT
  AWARE OF IT
• CONSIDERABLE DISSATISFACTION AT THE CONSUMER
  LEVEL NO SWAPPING OF PROVIDER OF SERVICE
• THE CONSUMERS ARE DEMANDING

20
SERVICE DIMENSIONS

• TECHNICAL QUALITY OF SERVICE WHAT OF IT? MOSTLY
  PRODUCT FEATURES
• FUNCTIONAL QUALITY HOW OF IT?- SERVICE QUALITY,
  ASSURANCE - COURTESY WITH EMPATHY, RELIABILITY,
  SPEED OF SERVICE AND TANGIBLES APPEARANCE OF
  PHYSICAL FACILITIES, EQUIPMENT, PERSONNEL AND
  COMMUNICATION DEVICES (TOLL FREE-PHONE, CONSUMER
  FOCUS GROUPS, INDEPENDENT OBSERVATIONS,
  QUESTIONNAIRES, PERSONAL VISITS, TELEVISION AND
  LINE ADVERTISEMENTS)

21
MY VIEW

• THE MORE THE INDUSTRY IS MONOPOLISTIC, THE LONGER
  THE BUSINESS IS IN EXISTENCE, THE MORE LIKELY
  THAT, THAT BUSINESS HAS LOST ITS SIGHT ON WHAT IS
  IMPORTANT IN SERVICE TO CONSUMERS.

22
POWER T(RI)ANGLE

• Kva cos(phi) kw
• Kw x hour Kwhr
• 1 Kw x 1 hour 1 unit

KVA
KVAR

• PHI

• KW

23
PUBLIC INTEREST ?

• IN INDIA, ELECTRIC UTILITY IS A COMMERCIAL
  ORGANISATION SINCE AROUND 1978.
• CERC/SERCs ARE SUPPOSEDLY TO ACT INDEPENDENT OF
  THE APPROPRIATE GOVERNMENTS.
• THEY HAVE OVERRIDING MANDATORY POWERS ON ALL ACTS
  EXCEPTING THE ATOMIC ENERGY ACT, CONSUMER
  PROTECTION ACT AND RAILWAYS ACT
• THE APPROPRIATE GOVERNMENTS CAN GIVE DIRECTIONS
  TO ERCS IN PUBLIC INTEREST (SECTIONS 107 AND
  108). THE APPROPRIATE GOVERNMENTS DECISIONS IN
  CASE OF ANY QUESTION ARISING ABOUT PUBLIC
  INTEREST IS FINAL.
• HAVE WE DEFINED WHAT IS MEANT BY PUBLIC INTEREST?

24
WHAT IS PUBLIC INTEREST?

• INTER AND INTRA CLASS OR INTER-GENERATIONAL
  EQUITY.
• EQUAL TREATMENT OF EQUALS
• BALANCING LONG AND SHORT TERM GOALS THAT HAVE THE
  POTENTIAL TO AFFECT INTER-GENERATIONAL BALANCE.
• PROTECTING AGAINST THE ABUSE OF MONOPOLY POWER.
• GENERAL PROTECTION OF HEALTH AND WELFARE OF THE
  CITIZENS OF THE STATE, NATION AND THE WORLD.

25
LICENSEES MUST DO

• on an application by the owner or occupier of any
  premises, give supply of electricity to such
  premises, within one month after receipt of the
  application requiring such supply
• no person shall be entitled to demand, or to
  continue to receive, from a licensee a supply of
  electricity for any premises having a separate
  supply unless he has agreed with the licensee to
  pay to him such price as determined by the
  Appropriate Commission .
• If a distribution licensee fails to supply the
  electricity within the period specified in
  sub-section (1), he shall be liable to a penalty
  which may extend to one thousand rupees for each
  day of default.

26
CHARGES

• The charges for electricity supplied by a
  distribution licensee shall be -
• fixed in accordance with the methods and the
  principles as may be specified by the concerned
  State Commission
• published in such manner so as to give adequate
  publicity for such charges and prices.
• a fixed charge in addition to the charge for the
  actual electricity supplied
• a rent or other charges in respect of any
  electric meter or electrical plant provided by
  the distribution licensee.

27
NO FAVOURS

• a distribution licensee shall not show undue
  preference to any person or class of persons or
  discrimination against any person or class of
  persons
• a distribution licensee to charge from a person
  requiring a supply of electricity (in pursuance
  of section 43) any expenses reasonably incurred
  in providing any electric line or electrical
  plant used for the purpose of giving that supply.

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SECURITY

• any person, who requires a supply of electricity
  in pursuance of section 43, to give him
  reasonable security, as determined by regulations
  
• in respect of the electricity supplied to such
  persons or
• where any electric line or electrical
  plant or electric meter is to be provided for
  supplying electricity to person, in respect of
  the provision of such line or plant or meter, and
  if that person fails to give such security, the
  distribution licensee may, if he thinks fit,
  refuse to give the supply or to provide the line
  or plant or meter for the period during which the
  failure continues.
• The distribution licensee shall pay interest
  equivalent to the bank rate or more, as may be
  specified by the concerned State Commission, on
  the security referred to in sub-section (1) and
  refund such security on the request of the person
  who gave such security.

29
SECURITY NOT NECESSARY

• A distribution licensee shall not be entitled to
  require security in pursuance of clause (a) of
  sub-section (1) if the person requiring the
  supply is prepared to take the supply through a
  pre-payment meter.

30
CONSTRAINTS

• A distribution licensee may require any person
  who requires a supply of electricity to accept -
• any restrictions which may be imposed for the
  purpose of enabling the distribution licensee to
  comply with regulations made under section 53
• any terms restricting any liability of the
  distribution licensee for economic loss resulting
  from negligence of the person to whom the
  electricity is supplied.

31
CONSUMER GRIEVANCE REDRESSAL FORUM

• Every distribution licensee shall, within six
  months from the appointed date or date of grant
  of licence, whichever is earlier, establish a
  forum for redressal of grievances of the
  consumers in accordance with the guidelines as
  may be specified by the State Commission.

32
C G R F i

• Any consumer in the area of supply of the
  licensee shall not have to travel more than 100
  Kilometres to submit his complaint with the forum
  for redressal.
• The forum shall consist of three members to be
  appointed by the distribution licensee with the
  following composition.
• (a) Chairperson of the forum shall be a full time
  officer of the licensee not lower in rank than
  the rank of Superintending Engineer.
• (b) One member shall be a person with 15 to 20
  years experience in financial / legal profession
  and shall be nominated by the District Collector
  of the district where the
• forum is head quartered.
• (c) Another member shall be from a registered
  society of NGO or a consumer organization or a
  consumer activist and shall be nominated by the
  District Collector of the district where the
  forum is head quartered.

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C G R F ii

• The applications/bills/receipts issued by the
  Licensee to the consumers shall contain the
  address of the concerned Consumer Grievance
  Redressal Forum and the statement 'Complainants
  whose grievance is not redressed by the official
  of the Licensee may approach the Consumer
  Grievance Redressal Forum' shall also be printed
  on it.

34
C G R F iii CONTD

• On receipt of the comments from the licensee
  or otherwise, the forum shall complete enquiry as
  expeditiously as possible and every endeavour
  shall be made to pass appropriate order on the
  complaint within a maximum period of 2 months
  from the date of receipt of complaint by the
  forum.
• The licensee shall implement the decisions of the
  forum within the timeframe specified in the order
  and report compliance to the forum within 5 days
  of the implementation of the order.
• Any person aggrieved by an order made by the
  forum may prefer an appeal against such order to
  the Electricity Ombudsman within a period of 30
  days from the date of Order

35
ELECTRICITY OMBUDSMAN

• Any consumer, who is aggrieved by non-redressal
  of his grievances may make a representation for
  the redressal of his grievance to an authority to
  be known as Ombudsman to be appointed or
  designated by the State Commission

36
POWERS OF OMBUDSMAN

• The Electricity Ombudsman shall have the
  following powers and duties.
• To receive the appeal petitions against the order
  of the consumer grievance redressal forum and
  consider such complaints and facilitate their
  satisfaction or settlement by agreement, through
  conciliation and mediation between a licensee and
  the aggrieved parties or by passing an award in
  accordance with the Act and Rules or Regulations
  made thereunder.

37
APPEAL AVENUES

• AGAINST LICENSEE, WHEN PETITION FAILS
• CGRF
• OMBUDSMAN
• ELECTRICITY REGULATORY COMMISSION
• APPELLATE TRIBUNAL FOR ELECTRICITY
• HIGHCOURT/SUPREME COURT

38
Details of consumers TN

• HT CONSUMERS
• IA -3860 (38.60)
• IIA 706
• IIB 3
• III -1128 Com
• IV 12
• V - 6
• 5715 - 32 consn
• 52 revenue

• LT CONSUMERS
• IA -11974293 (24.76) Dom
• IB -1020509 huts
• IC 481
• IIA-321352
• IIB-109304
• IIC-46573
• IIIA-iii 119713
• IIIB-310535
• IV -1768052 (20.84) Ag
• V- 2122967 Others 3688 (8.96) Com

39
STANDARDS OF PERFORMANCE

• The Appropriate Commission may, after
  consultation with the licensees and persons
  likely to be affected, specify standards of
  performance of a licensee or a class of
  licensees.
• If a licensee fails to meet the standards
  specified under subsection (1), without prejudice
  to any penalty which may be imposed or
  prosecution be initiated, he shall be liable to
  pay such compensation to the person affected as
  may be determined by the Appropriate Commission
  Provided that before determination of
  compensation, the concerned licensee shall be
  given a reasonable opportunity of being heard.
• The compensation determined under sub-section (2)
  shall be paid by the concerned licensee within
  ninety days of such determination.

40

• Table I
• Category Time Schedule for LT
• (a) Involving no extension or
• improvement work - Preferably within a week but
  not exceeding 30 days
• (b) Involving Extension and Improvement without
  Power Transformers -60 days
• (c) Involving Extension and Improvement with
  Power Transformers -90 days
• Table II
• Category Time Schedule for HT / EHT
• HT EHT
• Involving Extension Improvement 60 days 150
  days 120 days
• Involving the enhancement of Power
  Transformer/Addition of Power Transformer 180
  days
• (c) Involving the Commissioning of new substation
  180 days 270 days

41
Table Interruption Due To Power Failure -
Restoration Time
Corporation Urban Municipalities Rural
Hill

Area HT Supply failure 1 hour
3 hours 6 hrs
12hrs Fault in Transformer Structure or LT Line
or 2 hours 4 hrs
6 hrs 12 hrs Pillar Box Fault of Distribution
24 hrs 48 hrs
48 hrs 48 hrs Transformer Individual Service
3 hrs 9 hrs
12 hrs 24 hrs Connection fault
42
Section 50 of the Electricity Act, 2003

• specifies that the supply code shall provide for
• (1)  recovery of electricity charges,
• (2) intervals for billing of electricity charges,
  
• (3) disconnection of supply of electricity for
  non-payment thereof,
• (4) restoration of supply of electricity,
• (5) tampering, distress or damage to electrical
  plant, electric lines or meter,
• (6) entry of distribution Licensee or any person
  acting on his behalf for disconnecting supply and
  removing the meter, entry for replacing, altering
  or maintaining electric lines or electrical plant
  or meter etc

43
Categories of supply

• Supply of electricity available to the consumer
  is of the following categories-
• a. Single-phase 2 wire 240 volts between phase
  and neutral for supply to a total connected load
• not exceeding 4000 watts (including power loads).
• b. Three-phase 4 wire 415 volts between phases
  and 240 volts between phase and neutral for
  supply to a total connected load exceeding 4000
  watts but not exceeding a demand of 112 KW.
• c. The consumer may elect to avail supply under
  any one of the above categories where the
  connected load does not exceed 4000 watts.
• d. Three-phase 3 wire, 11,000 volts and above
  between phases for power installation exceeding a
  demand of 112 KW, the minimum demand however
  being 63 KVA.
• e. The consumer shall avail supply at 33 kV and
  above when the demand is 5 MVA and above.

44
Charges recoverable by the Licensee from
theconsumers

• (1) Tariff related charges, namely, -
• (i) The price of electricity supplied by him to
  the consumer which shall be in accordance with
  the tariff rates as the Commission may fix from
  time to time, for HT supply, LT supply ,
  temporary supply and for different categories of
  consumers. In case the temporary
• supply is for construction of residential
  houses, housing complexes, the tariff shall be
  Commercial Tariff till the completion of
  construction and to be changed to appropriate
  tariff on completion. Where it is intended to use
  Floor Polishing equipments, welding
• equipments for repairs/ maintenance and such
  other portable equipments temporarily in a
  premises having permanent supply, such use shall
  not be treated as temporary supply for purpose of
  levying charges.. It shall be construed as
  regular consumption under the
• permanent supply tariff.
• (ii) Demand charges for HT supply and fixed
  charges for LT supply shall be payable by the
  consumer in accordance with the rates as the
  Commission may fix from time to time for
  different categories of consumers.

45
Charges recoverable by the Licensee from
theconsumers

• (iii) Disincentive for power factor
• Every consumer shall maintain a power factor- In
  case of LT supply, of 0.85 lag and In case HT
  supply, of 0.90 lag failing which he shall be
  liable to pay compensation by way of Disincentive
  at such rates as the Commission may declare from
  time to time. Likewise, the consumer who
  maintains the power factor above a specified
  level may be rewarded by way of incentive at such
  rates as the Commission may declare from time to
  time which shall be adjusted in the bill.
• (iv) Additional charges for harmonics dumping
• Where any equipment installed by a consumer
  generates harmonics, the consumer shall provide
  adequate harmonic suppression units to avoid
  dumping of harmonics into Licensees distribution
  system and the Licensee is at liberty to provide
  suitable metering equipment to measure the
  harmonic level pursuant to such harmonic. Where
  the consumer fails to provide such units, he
  shall be liable to pay compensation at such rates
  as the Commission may declare from time to time.

46
Charges recoverable by the Licensee from
theconsumers

• (v) The tax or duty, if any, on electricity
  supplied or consumed as may be levied by the
  State Government which shall be credited to the
  Government account as per the directions received
  from Government from time to time.
• At the time of extension of period of temporary
  supply, it shall be ensured that the advance
  current consumption (CC) charges are adequate.
  The CC charges shall be adjusted against the
  advance CC charges

47
Miscellaneous charges

• (1) Capacitor Compensation charge
• (2) Excess demand charge
• (3) Excess Contracted load charge
• (4) Belated payment surcharge (BPSC)
• (5) Additional Security Deposit
• (6) Service / Line shifting charge.
• (7) Name Transfer charge

48
Miscellaneous charges

• Reconnection Charge
• Consumer Meter Card Replacement Charge
• Dishonoured cheque service charge
• Meter Related Charges
• Application Registration Charge
• Minimum Charges

49
Periodicity of the meter reading for various
categories of consumers

• Consumer Category Periodicity of
  Meter Reading
• Agriculture Metered and Un-metered (flat rate)
  Monthly
• Domestic/Non Domestic Bimonthly
• Bulk Supply
  Monthly
• HT Industry
  Monthly
• LT Industry
  Monthly
• Street light, Public Waterworks
  Monthly
• Temporary Metered Supply
  Monthly
• Railways Traction.
  Monthly

50
DETAILS OF BILLING I

• (1) Bill Number, Cycle and Group No
• (2) Date of the bill
• (3) Consumer/Account No., name and address of the
  Consumer
• (4) Name of Sub-division
• (5) Type of supply (i.e. single phase,
  three-phase LT or HT)
• (6) Contract demand (if applicable)
• (7) Connected load
• (8) Category of consumer (i.e. domestic,
  non-domestic etc.)
• (9) Status of meter (OK/defective/missing/Door
  Lock etc.)

51
DETAILS OF BILLING II

• (10)      Meter No and meter make. - In case
  replacement of energy meter is involved during
  the billing cycle, the meter numbers of old and
  the new meters, date of replacement, final
  reading of old meter and initial reading of new
  meter at the time of replacing the meter shall
  also be indicated on the bill.
• (11)      Multiplying Factor of the meter
• (12)      Billing cycle
• (13)      Initial meter reading of the billing
  period/cycle with date
• (14)      Final meter reading of the billing
  period/cycle with date
• (15)      Number of units consumed during the
  billing cycle or attributed to un-metered
  connection
• (16)      Energy / Monthly Minimum Charges
  (Supply of Power SOP)
• (17)      Credit (money value

52
DETAILS OF BILLING III

• (18)      Fixed Charges
• (19)      Rentals-meter service Equipment
• (20)      Capacitor Surcharge
• (21)      Electricity Duty (ED)
• (22)      Municipality Tax (MT)
• (23)      FSA (Fuel Surcharge Adjustment) charges
  
• (24)      Charge for low power factor
• (25)      Interest on instalments due

53
DETAILS OF BILLING IV

• (26)      Total current month demand (where
  applicable and the consumer has been provided
  with MDI facility on the meter)
• (27)      Arrears (Break up of SOP and Additional
  charge for delayed payment, ED, MT)-Preceding
  financial year. (SOP and Additional charge for
  delayed payment should be separately aggregated)
• (28)      Arrears (Break up of SOP and Additional
  charge for delayed payment, ED, MT)-Current
  financial year (SOP and Additional charge for
  delayed payment should be separately aggregated)
• (29)      Others (sundry charges) with brief
  explanation
• (30)      Total amount due

54
DETAILS OF BILLING V

• (31)      Adjustment
• (32)      Net Amount payable by due date (rounded
  off)
• (33)      Additional charge for delayed payment
• (34)      Amount payable after due date (rounded
  off)
• (35)      Due Date for payment
• (36)      Security Deposit and Interest thereon
  (once in a year in the month of April)
• (37)      Applicable tariff on the date of
  billing
• (38)      Mode of payment
• (39)      Amount, date and Bill receipt number of
  the last payment received
• (40)      In case of cheques and bank drafts, the
  receiving authority in whose favour the amount
  should be drawn
• (41)      Notice under section 56 of the
  Electricity Act 2003(for defaulters only and for
  others it may be treated as information)
• (42)      Area specific information

55
DETAILS OF BILLING VI

• a)The name(s)/address(s) of collection centers
  and working hours for collection of bills.
• b) Designation/address and telephone number(s) of
  the authority with whom grievance pertaining to
  bills can be lodged.
• c)Address(es) and telephone number(s) of
  Complaint centers.
• (43) Address and telephone numbers of the Forum
  and the Ombudsman constituted under section 42 of
  the Act
• (44)      Compensation paid (under standard of
  performance, regulation 2004)
• The bill may contain additional information in
  respect of consumers covered under two-part
  tariff.

56
Erroneous / Disputed Bills

• The consumer shall deposit under protest
• (a)     an amount equal to the sum claimed from
  him, or
• (b)      the electricity charges due from him for
  each month calculated on the basis of average of
  amounts for electricity paid by him during the
  preceding six months,
• whichever is less, pending disposal of any
  dispute between the consumer and the licensee.

57
Disconnection of supply due to non-payment

• - Where a consumer neglects to pay any
  consumption charge for electricity or any other
  amount due from him to a Licensee, by the due
  date mentioned in the bill, in respect of supply
  of energy to him or in respect of supply,
  transmission or distribution or wheeling of
  electricity to him, the Licensee may, after
  giving not less than fifteen (15) clear days'
  notice in writing to such person and without
  prejudice to his rights to recover such charge or
  other sum by suit, cut off the supply of
  electricity and for that purpose cut or
  disconnect any electric supply line or other
  works being the property of such Licensee or the
  generating company through which electricity may
  have been supplied, transmitted, distributed or
  wheeled and may discontinue the supply until such
  charge or other sum, together with any expenses
  incurred by him in cutting off and reconnecting
  the supply, are paid, but no longer.
• Provided that the supply of electricity shall not
  be cut off if such consumer deposits under
  protest
• (a)       an amount equal to the sum claimed from
  him, or
• (b)       the electricity charges due from him
  for each month calculated on the basis of average
  of amounts for electricity paid by him during the
  preceding six months,

58
Disconnection process i

• However, before disconnecting supply, an adult
  member of the family should be informed. If proof
  of removal of cause of disconnection has been
  produced to the satisfaction of Licensee's
  employee deputed for disconnection, the supply
  shall not be disconnected.
• (3)          Disconnection will normally be
  effected in the forenoon and in any case not
  after 6 P.M.
• (4)          Notwithstanding anything contained
  in any other law for the time being in force, no
  sum due from any consumer shall be recoverable
  after a period of two years from the date when
  such sum became first due unless such sum has
  been shown continuously as recoverable as arrears
  of charges for electricity supplied and the
  Licensee shall not cut off the supply of the
  electricity.

59
Disconnection process ii

• (5)          In case of continued default in
  payment of electricity charges and any sum due to
  Licensee by any consumer, the Licensee shall be
  entitled to terminate the agreement executed by
  the consumer as per the terms and conditions of
  supply of the Licensee as approved by the
  Commission.
• (6)        On termination of agreement and
  permanent disconnection, if the consumer wishes
  to revive the connection, he would have to apply
  afresh and the application would be considered
  only after all outstanding dues have been
  cleared.

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PROCEDURE FOR VISITING THE PREMISES

• The authorised personnel visiting the consumer
  premises must follow the following
  codes/procedure
• (a)         Each and every person entering in to
  the premises should have identity card issued by
  the licensee with him. The identity card must be
  placed in a manner so that the consumer can
  easily see the same.
• (b)        Each and every Member of staff
  including officers entering in to the premises
  should wear the nameplate with the designation
  and must carry instruction sheet/job sheet in
  respect of the job which he is required to
  execute and will show to the consumer.
• (c)         Site report of the job shall include
  date and time of completion of the job and will
  be signed by the consumer.
• (d)         Consumer shall cooperate with the
  Licensees personnel and make the premises
  available to them for carrying out their duty to
  enable Licensee to provide better service.

61
PURPOSE OF VISIT

• A Licensee or any other person duly authorised by
  him may, at any reasonable time, and on
  informing the occupier of his intention, enter
  any premises in which the electric supply lines
  or other works have been lawfully placed by him
  for the purpose of
• (a)    inspecting, testing, repairing or altering
  the electric supply-lines, meters, fittings,
  works and apparatus for the supply of electricity
  belonging to the Licensee or
• (b)      ascertaining the amount of electricity
  supplied or the electrical quantity contained in
  the supply or
• (c)      removing any electric supply-lines,
  meters, fittings, works or apparatus belonging to
  the Licensee where a supply of electricity is no
  longer required, or the Licensee is authorised to
  take away and cut off such supply or
• (d)       Disconnection of Supply under
  Regulation 12 and or
• (e)       Delivery of bills

62
 Tampering, distress or damage to electrical
plant, lines or meter

• (1)         If the equipment i.e. electrical
  plant, lines or meter etc. of the Licensee placed
  in the consumer premises is found tampered,
  distressed/damaged, the Licensee shall be
  entitled to recover the expenses incurred for
  restoration of such plant, line, meter etc.,
  without prejudice to his right to take action
  under appropriate provisions of the Act,
  including disconnection of supply under section
  56 of the Act for non-payment of the cost for
  replacement/rectification.
• (2)        Wherever un-authorised use of
  electricity is involved, the provision of section
  126 of the Act shall apply and where theft of
  electricity is involved, the provisions of
  section 135 of the Act shall apply.
• (3)        Wherever un-authorised use of
  electricity is detected and a final order is
  issued by the assessing officer, the consumer
  shall be entitled to file an appeal to the
  appellate authority under section 127 of the Act.
  

63
Tampering, distress or damage to electrical
plant, lines or meter

• (1)         If the equipment i.e. electrical
  plant, lines or meter etc. of the Licensee placed
  in the consumer premises is found tampered,
  distressed/damaged, the Licensee shall be
  entitled to recover the expenses incurred for
  restoration of such plant, line, meter etc.,
  without prejudice to his right to take action
  under appropriate provisions of the Act,
  including disconnection of supply under section
  56 of the Act for non-payment of the cost for
  replacement/rectification.
• (2)        Wherever un-authorised use of
  electricity is involved, the provision of section
  126 of the Act shall apply and where theft of
  electricity is involved, the provisions of
  section 135 of the Act shall apply.
• (3)        Wherever un-authorised use of
  electricity is detected and a final order is
  issued by the assessing officer, the consumer
  shall be entitled to file an appeal to the
  appellate authority under section 127 of the Act.
  

64
Tampering of meters and theft of electricity

• Whoever, dishonestly,-
• a. taps, makes or causes to be made any
  connection with overhead, underground or under
  water lines or cables, or service wires, or
  service facilities of a Licensee or
• b. tampers a meter, installs or uses a tampered
  meter, current reversing transformer, loop
  connection or any other device or method which
  interferes with accurate or proper registration,
  calibration or metering of electric current or
  otherwise results in a manner whereby electricity
  is stolen or wasted or
• c. damages or destroys an electric meter,
  apparatus, equipment, or wire or causes or allows
  any of them to be so damaged or destroyed as to
  interfere with the proper or accurate metering of
  electricity, so as to abstract or consume or use
  electricity shall be punishable with imprisonment
  for a term which may extend to three years or
  with fine or with both
• CONTD

65

• Provided that in a case where the load
  abstracted, consumed, or used or attempted
  abstraction or attempted consumption or attempted
  use--
• (i) does not exceed 10 kilowatt, the fine imposed
  on first conviction shall not be less than three
  times the financial gain on account of such theft
  of electricity and in the event of second or
  subsequent conviction the fine imposed shall not
  be less than six times the financial gain on
  account of such theft of electricity.
• (ii) exceeds 10 kilowatt, the fine imposed on
  first conviction shall not be less than three
  times the financial gain on account of such theft
  of electricity and in the event of second or
  subsequent conviction, the sentence shall be
  imprisonment for a term not less than six months
  but which may extend to five years and with fine
  not less than six times the financial gain on
  account of such theft of electricity
• Provided further that if it is proved that any
  artificial means or means not authorized by the
  Board or Licensee exist for the abstraction,
  consumption or use of electricity by the
  consumer, it shall be presumed, until the
  contrary is proved, that any abstraction,
  consumption or use of electricity has been
  dishonestly caused by such consumer.

66
Compounding of offences

• Industrial Service- twenty thousand rupees
• Commercial Service - tenthousand rupees
• 3. Agricultural Service - two thousand rupees
• 4. Other Services - four thousand rupees

67
THE ENERGY CONSERVATION ACT, 2001

• NORMS FOR PROCESSES AND CONSUMPTION STANDARDS FOR
  EQUIPMENT AND APPLIANCES
• LABELS EFFICIENCY MEASURES FOR EQUIPMENTS
• DEVELOP ENERGY EFFCIENCY CONSERVATION BUILDING
  CODES

68
LABELLING

•   Enforce a scheme for compulsory affixing of
  labels on notified equipment and appliances to
  indicate in a clear, and readable manner, the
  rate of energy consumption of such equipment and
  appliances.
•  
• Disseminate information on the benefits of life
  cycle costing to the consumer to make informed
  choice as opposed to low initial cost purchase
  behavior of the consumers.

69
STANDARDS LABELLING (Continued)

• Prohibit manufacture, sale, import of such
  equipment, which does not conform to the
  standards

70
Demand - DEFINITIONS

• a. Average Demand for the month means the ratio
  of the total kilowatt-hours consumed in the month
  to the total hours in the month.
• b. Maximum Demand in a month means the highest
  value of the average Kilovolt- amperes in case of
  HT services and KW in case of LT services,
  delivered at the point of supply of the consumer
  during any consecutive thirty / fifteen minutes
  in a month depending on the nature of load.
• c. Permitted Demand, means the demand permitted
  by the Licensee taking into account the
  constraints in the transmission and distribution
  network.
• d. Sanctioned Demand or Contracted Demand
  means the demand sanctioned by the Licensee and
  specified in the agreement.

71
VOLTAGE OF SUPPLY

• Low Voltage where the voltage does not exceed
  250 volts under normal conditions.
• Medium Voltage where the voltage is higher
  than 250 volts and does not exceed 650 volts
• under normal conditions
• High Voltage where the voltage is more than
  650 volts and does not exceed 33,000 volts
• under normal conditions
• Extra High Voltage where the voltage exceeds
  33,000 volts under normal conditions

72
Operational problems And activities

• Substation faults, Voltage quality, Harmonics,
  Earthing problems, Motor starting, Power swings,
  Frequency of occurrence of faults, Fault
  tripping, Overloads, Over voltages
• Harmonics analysis
• Harmonics filter design
• Earthing measurement
• Network configuration
• Substation design
• Economic analysis
• Relay selection
• Handling of neutral point
• Insulation coordination

73
PLANNING PROCESS

• LOAD FORECAST
• LOAD RESEARCH
• LOAD DATA
• FORECAST METHODOLOGY
• PLANNING CRITERIA
• PERFORMANCE BASES

74
Quality of Service

• Quality of service means providing uninterrupted,
  reliable electric supply at stipulated voltage
  and frequency, which will be the end result of
  its planning, designing of network, operation and
  service management to ensure stability in supply
  and prompt compliance of consumers complaints on
  metering and billing. The supply with frequent
  power failure, fuse of calls, voltage
  fluctuations will not ensure continuity in
  supply. These factors determine the degree of
  satisfaction of the consumers.

75
NORMS FOR EXTENSION OF SERVICES Category
Time Schedule a) Extension and improvement without
transformers 45 days b) Extension and
improvement with transformers. 60 days c)
Normal services 30 days Agricultural
services excepted on the basis of section 86 (4)
National Electricity Policy and Section 108
directions of the State in public interest
76
OTHER NORMS

• 1. Shifting of meter / service 15 days
• 2. Shifting of LT / HT lines 45 days
• 3. Shifting of Transformer structures 60 days
• 4. Transfer of Service Connection in 7 days.
• 5. Replacement of meters - in 30 days.

77
Interruption due to Power restoration
time (Working Hours) Urban Rural High
Tension supply failure 1 hour 3
hours Fault in pillar boxes or Transformer
structures 2 hours 2
hours Failure of distribution transformer 24
hours 48 hours Individual service
connection faults
3 hours 6 hours Voltage
complaints 48 hours
48 hours
78
COMPENSATION S.No. Events Compensation
payable 1 Duty to give supply on request a) New
Service connection b) Additional Load

Rs.100/- per day of delay
-----------
subject to maximum of Rs.1000/- c) Temporary
Supply d) Shifting of
service connection e) Transfer of service
connection f) Change of tariff 2
Complaints in billing----------- Rs.150/- for
non-reply within the period. 3 Replacement
of meters Rs.100/- for each day of
delay subject to a maximum
of Rs.1000/- 4 Interruption of supply
Rs.50/- for each six hours (or part
thereof) of delay in restoration of supply
subject to a maximum of Rs.2000/- CONT
D
79
S.No. Events Compensation payable 5
Voltage fluctuations and complaints
Rs.250/- for failure to visit or
convey findings within the stipulated
period 6 Responding to consumers Complaints
Rs.25/- for each day of delay subject to a
maximum of Rs.250/- 7 Making and keeping
appointments Rs.50/- for failure of
keeping appointment 8 Grievance handling
Rs.50/- for failure of grievance handling
80
PERORMANCE LEVELS

• 95 TO 100 PERCENTAGE IN MANY OF THE STANDARDS

81
PROMPT Approach

• Prioritising customer needs
• Reliable service delivery
• Organising for consumers
• Measuring customer satisfaction
• Personnel training
• Technology focussing

82
PRIORITISE CUSTOMER NEEDS
TECHNOLOGY MUST BE FOCUSSED
RELIABILITY IS A KEY FACTOR

PEOPLE MUST BE TRAINED
ORGANISE FOR CUSTOMERS
MEASURE CUSTOMER SATISFACTION
83

NEWTONS LAWS OF MOTION GETS REPEATED - CHANGE

• A BODY WILL REMAIN AT REST OR KEEP MOVING IN A
  STRAIGHT LINE AT CONSTANT SPEED UNLESS ACTED UPON
  BY A FORCE
• THE RATE OF CHANGE OF VELOCITY OF A BODY IS
  DIRECTLY PROPORTIONAL TO THE FORCE ACTING UPON
  IT.
• THE ACTION AND REACTION OF TWO BODIES ON EACH
  OTHER ARE ALWAYS EQUAL AND OPPOSITE.

• AN ORGANISATIONS BEHAVIOUR WILL NOT CHANGE
  UNLESS ACTED UPON BY AN EXTERNAL FORCE.
• THE AMOUNT OF BEHAVIOURAL CHANGE WILL BE DIRECTLY
  PROPORTIONAL TO THE AMOUNT OF EFFORT PUT INTO IT.
• THE RESISTANCE OF AN ORGANISATION TO CHANGE WILL
  BE EQUAL AND OPPOSITE TO THE AMOUNT OF EFFORT PUT
  INTO CHANGING IT

84
THANK YOU
DSH RAO, Former MEMBER, TNERC