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PEAK POWER SHORTAGE 13.80 % ENERGY SHORTAGE 9.6 % 7. GROWTH OF THE INDIAN POWER SECTOR ... In case replacement of energy meter is involved during the billing ... – PowerPoint PPT presentation

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Title: 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

15
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.

28
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.

33
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.

60
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
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