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Satyendar Jain
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RPO COMPLIANCE REPORT
Citizen Charter

INFORMATION FOR CITIZEN CHARTERS AND ROBUST GRIEVANCE REDRESSAL SYSTEM

 

 The following point-wise information is furnished here:

 

 Point No.1: - Please give a list of all those activities where the department has direct or indirect interface with the citizens. It should include the services provided by your department, types of common grievances, various services issued by your department etc.

 

 The power Department does not have any direct interface with the Citizens/Consumers as distribution of electricity in Delhi is privatized. The list of activities/type of grievances where this department has indirect interface with the citizens is as under:

 

 Services provided by the Distribution Companies (DISCOMs): 

  • Supply of electricity to the consumers in the licensed area
  • Providing new electricity connections on demand
  • Electrification of blocks & colonies

Services provided by the Department:

Third party meter testing through Central Power Research Institute (an Undertaking of Govt. of India) through PG Cell.

 

 Common Grievances of the consumers against DISCOMs:

  • Disruption in power supply/load shedding
  • Wrong Billing/Inflated Billing
  • Complaints by individuals, associations, RWAs etc. of miscellaneous nature such as Replacement of burnt meters, voltage fluctuation etc.
  • Suspected theft/false theft cases
  • Tampered Meter cases, etc.

Point No.2: - Against each of the above items of public interface, please indicate time limit, within which your department would guarantee the resolution of grievances or issuance of certificates, etc. This guarantee would he sacrosanct and inviolable.

 

After the Power Sector Reforms in Delhi, the work of distribution of electricity is carried out by the private distribution companies. The Delhi Electricity Regulatory Commission (DERC) regulates the functioning of the Distribution companies. DERC frames regulations/guidelines for distribution, transmission and generation of power from time to time. As per Delhi (Electricity Supply Code and Performance Standards) Regulations, 2017, DERC has specified the time frame, and penalties/compensation in case of default in services and activities. The relevant extract from the DERC Regulations is as under:



GUARANTEED STANDARDS OF PERFORMANCE AND COMPENSATION TO CONSUMERS IN CASE OF DEFAULT

 

Sl. No.

Service Area

 

Standard

Computation of period of

Compensation

 

 

 

 

 

 

 

 

default

 

 

 

payable to

 

 

 

 

 

 

 

 

 

 

 

 

 

 

consumer for the

 

 

 

 

 

 

 

 

 

 

 

 

 

period of default in

 

 

 

 

 

 

 

 

 

 

 

 

 

case of violation of

 

 

 

 

 

 

 

 

 

 

 

 

 

standard

 

 

(1)

 

 

(2)

 

(3)

 

(4)

 

 

 

(5)

 

 

 

 

 

 

 

 

 

 

 

 

 

 

1.

Connection where no

Network augmentation

is required

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Release of connection

As per Regulation 11

From

8th

day

from

the

1.5% of the demand

 

 

in electrified areas

 

acceptance  of

application

in

charges deposited by

 

 

 

 

 

 

 

case where no RoW or road

consumer

for

each

 

 

 

 

 

 

 

cutting

permission

is

required

day of default.

 

 

 

 

 

 

 

 

or From 15th

day

from

the

 

 

 

 

 

 

 

 

 

 

acceptance  of

application

in

 

 

 

 

 

 

 

 

 

 

case  where  RoW  or  road

 

 

 

 

 

 

 

 

 

 

cutting permission is required,

 

 

 

 

 

 

 

 

 

 

as the case may be.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

2.

Connection where Network augmentation is required

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

(i)

Release of connection

As per Regulation 11

From 16th day from the date of

 

 

 

 

 

in

Electrified

Areas

 

receipt of full payment against

 

 

 

 

 

(where

extension  of

 

demand note.

 

 

 

 

 

 

 

 

 

line upto five poles is

 

 

 

 

 

 

 

 

 

 

 

 

required)

 

 

 

 

 

 

 

 

1.5% of the demand

 

(ii)

Release of connection

As per Regulation 11

After 2 months from the date

 

 

in

Electrified

Areas

 

of  receipt  of  full  payment

charges deposited by

 

 

(Where

extension of

 

against demand note.

 

 

consumer

for

each

 

 

lines or augmentation

 

 

 

 

 

 

 

day of default

 

 

 

of

 

Distribution

 

 

 

 

 

 

 

 

 

 

 

 

Transformation

 

 

 

 

 

 

 

 

 

 

 

 

 

capacity, where

peak

 

 

 

 

 

 

 

 

 

 

 

 

load  of

transformer

 

 

 

 

 

 

 

 

 

 

 

 

has

reached 90% of

 

 

 

 

 

 

 

 

 

 

 

 

its rated capacity)

 

 

 

 

 

 

 

 

 

 

 

(iii)

Release of connection

As per Regulation 11

After 4 months from the date

 

 

 

 

 

in

Electrified

Areas

 

of receipt of payment against

 

 

 

 

 

(Where

 

new

 

demand note

 

 

 

 

 

 

 

 

 

Distribution

 

 

 

 

 

 

 

 

 

 

 

 

 

Transformer

is

 

 

 

 

 

 

 

 

 

 

 

 

required)

 

 

 

 

 

 

 

 

 

 

 

 


 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

(iv)

Release of connection

 

As per Regulation 11

After 6 months from the date

 

 

 

 

 

 

 

 

in

Electrified

Areas

 

 

 

 

 

 

of receipt of payment against

 

 

 

 

 

 

 

 

(Where

existing

11

 

 

 

 

 

 

demand note

 

 

 

 

 

 

 

 

 

kV network needs to

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

be augmented)

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

(v)

Release of connection

 

As per Regulation 11

After 8 months from the date

 

 

 

 

 

 

 

 

in

Electrified

Areas

 

 

 

 

 

 

of receipt of payment against

 

 

 

 

 

 

 

 

(Where

existing

 

 

 

 

 

 

demand note

 

 

 

 

 

 

 

 

 

66/33  kV  grid  sub-

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

station

needs

to

be

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

augmented)

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

3.

Connection in Un-electrified Areas

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

(i)

Release of connection

 

As per Regulation 11

After 4 months from the date

1%

of

the  amount

 

 

 

in

 

Un-Electrified

 

 

 

 

 

 

of receipt of payment against

deposited

 

by

 

 

 

Areas

 

 

 

 

 

 

 

 

 

demand note.

 

developer/applicants

 

 

 

(Where

connection

 

 

 

 

 

 

 

 

 

 

 

per day of default.

 

 

 

from nearby existing

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

network is possible)

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

(ii)

Release of connection

 

As per Regulation 11

   After 12 months from the date

 

 

 

 

 

 

 

 

in

 

Un-Electrified

 

 

 

 

 

 

   of receipt of payment against

 

 

 

 

 

 

 

 

Areas/

Green

Field

 

 

 

 

 

 

 demand note.

 

 

 

 

 

 

 

 

 

Projects

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

(Where new network

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

is to be laid or grid

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

station

needs

to

be

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

established)

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

4.

In case connection is

 

-

 

 

 

 

-

 

 

 

 

1.5% of the demand

 

 

 

denied after receipt of

 

 

 

 

 

 

 

 

 

 

 

charges deposited by

 

 

 

payment

against

 

 

 

 

 

 

 

 

 

 

 

consumer

for

each

 

 

 

demand note

 

 

 

 

 

 

 

 

 

 

 

 

 

day

of

default

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

subject to maximum

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

of the amount

paid

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

as per demand note.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Default

 

to

be

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

computed

from

the

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

date

of

receipt  of

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

payment

 

 

 

 

 

5.

Connection energized

 

As per Regulation 11

-

 

 

 

 

Rs. 500 per kW of

 

 

 

through loop

 

 

 

 

 

 

 

 

 

 

 

 

 

sanctioned/

contract

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

demand

 

 

 

 

 

6.

Transfer of name

 

 

Within

two

billing

From the next day of issuance

Rs. 100 for each day

 

 

 

 

 

 

 

 

 

cycles of acceptance

of second bill.

 

of default.

 

 

 

 

 

 

 

 

 

 

 

of   application

 

or

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

clearing

of

dues

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

whichever is later

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

7.

Load reduction

 

 

 

Within

ten

days

of

From

the

11th

day   of

Rs. 100 for each day

 

 

 

 

 

 

 

 

 

acceptance

 

 

of

acceptance of application

of default

 

 

 

 

 

 

 

 

 

 

 

application,

shall

be

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

effective

from

next

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

billing cycle

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

8.

If

notice

 

for

 

By 31st May

 

 

 

-

 

 

 

 

Rs.

500

for

each

 

 

 

downward revision if

 

 

 

 

 

 

 

 

 

 

 

case

 

 

 

 

 

 

 

any is not sent

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

9.

Change of category

 

As per Regulation 17

From the 8th day of receipt of

Rs. 100 for each day

 

 

 

 

 

 

 

 

 

(5)

 

 

 

 

application

 

 

of default

 

 

 

 

10.

Billing

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

(i)

Error

in

billed

 

Only  one  bill  in  a

Second

and

subsequent

10%

 

of

excess

 

 

 

amount

 

 

 

 

Financial Year

 

 

incorrect  bill  in  a  financial

amount billed

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

year

 

 

 

 

 

 

 

 

 

 

11.

Meter complaints

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

(i)

Replacement

 

of

 

Within

fifteen

 

days

of

 

From

16th

day   of

Rs.50 for

each

day

 

 

 

defective meter

 

 

declaring meter defective

 

declaring meter defective

of default

 

 

 



 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

12.

Faults

in Street

light

Rectification

within

After

lapse

of 72

hours

Rs. 75 for each day

 

maintained

by

seventy-two hours

 

from

the time consumer

of default

 

Licensee

 

 

 

 

has made the complaint

 

 

 

13.

Voltage fluctuation

 

 

 

 

 

 

 

 

 

 

(i)

Local problem

 

Resolution

within

After lapse of 4 hours from the

Rs. 50 for each day

 

 

 

 

four hours

 

time consumer has made the

of default

 

 

 

 

 

 

complaint

 

 

 

 

 

 

(ii)

Tap

setting

of

Resolution

within

After lapse of 24 hours from

Rs. 25 for each day

 

transformer

 

twenty four hours

the time consumer has made

of default

 

 

 

 

 

 

the complaint

 

 

 

 

 

(iii)

Repair of distribution

Resolution

within

After 15 days from the time

Rs. 100 for each day

 

line/

transformer/

fifteen days

 

consumer

has

made

the

of default

 

capacitor

 

 

 

complaint

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

(iv)

Installation  and

Up-

Resolution

within

After 90 days from the time

 

 

 

 

gradation of HT / LT

ninety days

 

consumer

has

made

the

 

 

 

 

System

 

 

 

 

complaint

 

 

 

 

 

 

 

14.       Power Supply Failure

 

(a)                Compensation for power supply failure, standard for restoration and compensation payable for a consumer of sanctioned load or contract demand upto 20kW:

 

Sl.

Service Area

Standard for restoration of

Computation of

Compensation

No.

 

 

 

 

power supply for the Zone/ Sub-

period of default

payable to the

 

 

 

 

 

division having AT&C losses

 

 

 

 

consumer for the

 

 

 

 

 

 

 

 

 

 

 

 

period of default in

 

 

 

 

 

Upto

More

More

 

 

 

 

case of violation of

 

 

 

 

 

10%

than 10%

than 20%

 

 

 

 

 

standard

 

 

 

 

 

 

and Upto

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

20%

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

(1)

 

(2)

 

(3)

(4)

(5)

 

(6)

 

 

 

 

(7)

 

 

 

 

 

 

 

 

 

 

(i)

Continuous

 

power

Within

Within

Within

After lapse of period

Rs.  10  per  kW  per

 

failure

 

affecting

three

four

six hours

as

specified

 

in

hour

of

 

sanctioned

 

individual

consumer

hours

hours

 

column (3), (4),

(5)

load

or

 

contract

 

and group of consumer

 

 

 

as the case may be

demand,

as

the  case

 

upto 100 connected at

 

 

 

from  the  time  1st

may  be,  subject  to

 

Low

voltage

supply,

 

 

 

consumer  has