November 2010
Presentation on
Standard of Performance (SoP) Regulations for
Distribution Licensees
By
Palaniappan M.,
Director,
ABPS Infrastructure Advisory Private Limited
8-Apr-15
Page 1
Contents
1. About ABPS Infra
2. Related Provisions of Electricity Act, 2003.
3. Salient features of Draft MERC (Standard of
Performance of Distribution Licensees, Period of Giving
Supply and Determination of Compensation)
Regulations, 2010.
4. Comparison of Standards of Performance specified by
different SERCs.
8-Apr-15
Page 2
An introduction to ABPS Infra
 Set up in Sep 2005 as start-up Consulting Organisation by
professionals, having wide range of experience (~ 40 Man-years)
in the energy sector.
 Promoted by Ajit Pandit, Balawant Joshi, Palaniappan M &
Suresh Gehani.
 Experience spans commercial, financial, regulatory and technical
spheres of the energy sector.
Govt – MOP / MNRE
Experience spans
across spectrum
covering all
stake-holders
Developers
FI / Banks
SEBs / Utilities /
Private Utilities
Regulatory
Commissions
8-Apr-15
Page 3
We work in entire value chain of electricity
sector
Fuel
Coal / FO/HFO/LSHS / Natural Gas / LNG
Renewable
Energy
Wind / Biomass / Small Hydel / Co-gen / Solar
Distribution
Tariffs / Reforms / T&D losses / Market Develop.
Transmission
Open Access / Capacity / Planning - CTU / STU / JV
Generation
Thermal / Hydel / Nuclear - State / Central / Private
8-Apr-15
Page 4
Contents
1. About ABPS Infra
2. Related Provisions of Electricity Act, 2003
3. Salient features of Draft MERC (Standard of
Performance of Distribution Licensees, Period of Giving
Supply and Determination of Compensation)
Regulations, 2010.
4. Comparison of Standards of Performance specified by
different SERCs.
8-Apr-15
Page 5
Related Provisions of EA, 2003...1/2

Section-57 of EA 2003 states as under
“(1)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.”
(2) If a licensee fails to meet the standards specified under sub-section (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:
…”

Section-58 of EA 2003 states as under
“ The appropriate Commission may specify different standards under sub-section
(1) of section 57 for a class or classes of licensee.”
-
8-Apr-15
Page 6
Related sections of EA 2003...2/2

Section-59 of EA 2003 states as under
“(1)Every licensee shall, within the period specified by the Appropriate Commission,
furnish to the Commission the following information, namely:a) The level of performance achieved under sub-section (1) of the section 57;
b) The number of cases in which compensation was made under sub-section (2) of section
57 and the aggregate amount of the compensation.
(2) The Appropriate Commission shall at least once in every year arrange for the
publication, in such form and manner as it considers appropriate, of such of the
information furnished to it under sub-section (1). “

Section-86 (1) (i) of EA 2003 states as under
“ (1) The State Commission shall discharge following functions namely:
…
(i) specify or enforce standards with respect to quality, continuity and reliability of
service by licensees;”
8-Apr-15
Page 7
Contents
1. About ABPS Infra
2. Related Provisions of Electricity Act, 2003
3. Salient features of Draft MERC (Standard of
Performance of Distribution Licensees, Period of Giving
Supply and Determination of Compensation)
Regulations, 2010.
4. Comparison of Standards of Performance specified by
different SERCs.
8-Apr-15
Page 8
Salient Features- Introduction... 1/2
•
•
•
•
Performance Standards specified by the Commission act as guidelines for
efficient, reliable, coordinated and economical system of electricity
distribution by the Distribution Licensee, so that consumer’s installations
can function properly.
The Standards specified are the Guaranteed Standards of Performance,
being the minimum standards of service that a Licensee shall achieve.
Any failure by the Distribution Licensee to maintain the guaranteed
standards of performance specified in SoP Regulations shall render the
Distribution Licensee liable to pay compensation to an affected person
claiming such compensation.
MERC has also specified the Overall Standards of Performance, which the
Distribution Licensee should seek to achieve during discharge of his
obligation.
The compensation paid by the Distribution Licensee for respective
parameter, may be allowed to be recovered partly or fully in the
Aggregate Revenue Requirement (ARR) of Licensee, keeping in view the
extent to which the licensee is able to achieve the Overall Standards of
Performance.
8-Apr-15
Page 9
Salient Features- Introduction...2/2
The objective of Standard of Performance Regulations are:
•
•
•
•
•
•
To lay down the Performance Standards for Distribution Licensees.
To specify the maximum time limits to be adhered by the Distribution
Licensee for performing the activities specified in SoP Regulations.
To specify the amount of compensation payable by the Distribution
Licensee to consumers in the event of a default.
To specify the procedures to be followed by the Distribution Licensee
for handling consumer complaints.
To specify the Reliability Indices and their computation methodology
to measure performance of Distribution Licensee.
To specify data/information requirements of the Commission to be
submitted by the Distribution Licensee periodically in standardized
formats.
8-Apr-15
Page 10
New Connection (Procedure)
Application by the owner or occupier of any premises
for supply of electricity to the Distribution Licensee
Inspection of the premises related to an application for
supply of electricity by the Distribution Licensee as per
the time limit specified in Regulations
Intimation of charges to be borne by the applicant for
supply of electricity by the Distribution Licensee as per
the time limit specified in Regulations
Supply of electricity to such premises of applicant by
Distribution Licensee as per the time limit specified in
Regulations
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New Connection…1/2
• The Distribution Licensee shall provide new connection to any consumer upon receipt
of a complete application, as per MERC (Electricity Supply Code and Other
Conditions of Supply) Regulations, 2005.
• Distribution Licensee shall complete the inspection of the premises related to an
application for supply of electricity not later than seven (7) days from the date of
submission of application for new connection in case of Urban areas and within ten
(10) days in case of Rural areas.
• Intimation of charges to be borne by the applicant by the Distribution Licensee:
In Case:
Time Limit from the date of
receipt of application
Supply is to be given from existing network
15 days for Urban areas and 20
days for Rural areas
Supply is to be given by extension or
augmentation of distributing main or
commissioning of a new sub-station
30 days
The applicant seeks dedicated distribution
facilities to his premises
30 days
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New Connection…2/2
The Distribution Licensee shall provide electricity supply to the applicant:
In Case:
Time Limit after receipt of application
and payment of charges
Supply is to be given from existing network
1 Month
Supply is to be given by extension or
augmentation of distributing main
3 Months
Supply is to be given by commissioning of
new sub-station
1 Year
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Temporary Connection…1/2
• The Distribution Licensee shall provide temporary supply of electricity
upon application within the time limit, given below:
Up to 10 KVA
5 days
Up to 25 KVA
10 days
Up to 50 KVA
20 days
Over 50 KVA
30 days
• Distribution Licensee shall release supply subject to the condition that
distribution system exists for supply to the premises, the connection
meets safety requirements and is technically feasible.
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Page 14
Temporary Connection…2/2
•
However, no connection up to 10 KW shall be rejected on technical ground.
•
If there are dues on the premises of the applicant , temporary connection can
be refused by the Distribution Licensee till the dues are paid by the
applicant.
•
Distribution Licensee shall repay / refund balance deposit, if any, within
one month by adjusting dues from the date of dismantling temporary
supply.
•
Temporary connection shall be granted for a maximum period of one year at
a time, which can be further extended depending upon the requirements.
•
The grant of temporary connection does not give right to the applicant for
claiming permanent connection.
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Page 15
Shifting of Meters/Service Lines, Reduction in
Load


Wherever the consumer’s requests for shifting the service connection in the
existing premises or for the deviation for the existing lines at their own cost,
licensee shall inspect and inform the estimated cost to the consumer within the
following time period:
Type of location
Time limit (On receipt of
application)
Urban Areas
7 days
Rural Areas
10 days
The Distribution Licensee shall give effect of reduction in load of the consumer
upon receipt of an application within second billing cycle. However, the
consumer should have completed compulsory period for availing of supply as
per existing agreement and provisions of Supply Code and should have
executed fresh agreement for revised load.
8-Apr-15
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Reconnection of supply

•
If the Distribution Licensee has disconnected supply to a consumer for a
period of not more than six months, it shall restore power supply to the
consumer, if such consumer pays all amounts due and payable by him to the
satisfaction of the Distribution Licensee or in case of a dispute, pays such
amounts under protest. The time limits are:
Type of Location
Prescribed Time Limit
Urban Areas
24 Hours
Rural Areas
48 Hours
If the period of disconnection exceeds six months, an application for
reconnection of supply shall be treated as a fresh application for supply of
electricity under the provisions of the Act, after either payment of amounts
due or upon settlement of dispute.
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Transfer of ownership and change of category
• Distribution Licensee shall give effect to transfer of ownership and change of
category upon receipt of an application within the following time lines:
Transfer of ownership
Within second billing cycle on receipt
of application and payment of
necessary charges
Change of category
Within second billing cycle on receipt
of application
Conversion from single phase to three phase
and vice-versa for Low Tension
Within second billing cycle on receipt
of application and payment of
necessary charges
Conversion from Low tension to High tension
& vice-versa.
Within third billing cycle on receipt
of application and payment of
necessary charges
• Distribution Licensee shall examine the technical feasibility upon receipt of
such application and inform the consumer the feasibility within seven days
of receipt of application.
8-Apr-15
Page 18
Quality of Supply
• The Distribution Licensee shall keep the voltage at the point of supply to vary from
the declared voltage, as per the table below:
Voltage Level
Prescribed Range
Low or Medium Voltage
+ 10 % to – 10 %
High Voltage
+ 6 % to – 9 %
Extra High Voltage
+ 10 % to – 12.5 %
• The voltage of neutral shall not exceed 2% of phase voltage value and the imbalance
in voltage of phases shall not be more than 3%.
• The Distribution licensee shall control the power factor of system of supply at level
above 0.90.
• The Distribution Licensee shall control the harmonics level at the point of supply in
accordance with that prescribed by the IEEE STD 519-1992.
• The Distribution Licensee shall give supply of energy on the following systems:
Voltage Level
Low Voltage
Medium Voltage
High Voltage
Specifications
Two wires Direct current or Alternating current, single
phase, 50 cycles
Three or Four wires, Alternating current, three phases, 50
cycles
Alternating current, three phases, 50 cycles
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Page 19
Classification of Installations
AC System
Installations
Specifications
Two wires, Single phase
240 Volts, Maximum 40 Amps
Four wires, Three phase
Three phase
240 volts between phase wires and neutralgeneral supply exceeding
40 amperes and sanctioned load not exceeding 80 kW/ 100 kVA (107
HP) in all areas, except in Municipal Corporation areas where such
limit would be 150 kW/ 187 kVA (201 HP)
11 kV/ 22 kV, for all installations with contract demand above 80
kW/ 100 kVA (107 HP) in all areas, except in Municipal Corporation
areas where such limit would be 150 kW/ 187 kVA (201 HP) and up
to 1,500 kVA.
Three phase
22 KV , Contract Demand up to 3000 KVA
Three phase
33 KV , Contract Demand up to 5000 KVA
Three phase
Extra high voltage , Contract Demand above 5000 KVA
DC System
Installations
Two wires, 130 Volts
Three wire, 460 volts
between outers
Specifications
i. General supply not exceeding 10 amperes
ii. Motive power installations upto 1 BHP in aggregate
Motive power installations of
over 1 BHP
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Page 20
Classification of Installations
• The classification of installations shall be as follows:
Installations
Specifications
Two wires, Single phase
230 Volts, Maximum 40 Amps
• 230 Volts between phase wire and neutral or 400 Volts between the
phases / lines. General supply exceeding 40 Amperes and Contract
Demand not exceeding 80 KW/ 100 KVA (107 HP) in all areas,
except in Municipal Corporation areas, the limit would be 150 KW/
187KVA (201 HP).
• In case of multiple consumers with contract demand more than 150
Four / Three wires, Three
KW / 187 KVA (201 HP), in the same building / premises as single
phase
point supply in the municipal corporation area, the limit would be
480 KW / 600 KVA / 643 HP.
• For single point supply if the bus system (conventional / sandwich)
is provided on secondary side of transformer for four wire (three
phase and neutral) with earth bus, the limit would be 1200 KW
/1500 KVA (1607HP).
Three phase
11 KV , Contract Demand up to 5000 KVA
Three phase
22 KV , Contract Demand up to 10000 KVA
Three phase
33 KV , Contract Demand up to 20000 KVA
Three phase
Extra high voltage , Contract Demand above20000 KVA
8-Apr-15
Page 21
Restoration of Power Supply
•
The Distribution Licensee shall restore power supply in case of failure as per
the following time limits:
Type of Failure
Urban Area
Rural Area
Fuse-off calls
4 Hours
24 Hours
Overhead line
breakdowns
Distribution transformer
failures
Underground cable faults
6 Hours
24 Hours
24 Hours
48 Hours
12 Hours
48 Hours
• The period of interruption as a result of any scheduled outage shall be
specified in a public notice of such scheduled outage.
• Such scheduled outage shall not normally exceed twelve (12) hours on any
day and supply should preferably be restored by 18-00 Hours.
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Page 22
Disconnection of Supply
• The Distribution Licensee upon receipt of request for disconnection from
a consumer, shall intimate the consumer any amount outstanding and
disconnect the supply as per the following time limit:
Particulars
Urban Area
Rural Area
Disconnect the supply
7 days
12 days
Intimate the consumer
about amount outstanding
7 days
12 days
• Refund of security deposit along with issuance of “No- Dues certificate”
should be made by licensee within thirty (30) days from the date of
clearance/adjustment of all dues outstanding from the consumer in
Urban Areas, and within forty five (45) days from the date of clearance of
all dues outstanding from the consumer in Rural Areas.
8-Apr-15
Page 23
Reconnection of supply following disconnection
due to non-payment of bills
•
The Distribution Licensee shall restore power supply to a consumer,
whose supply has been disconnected due to non-payment of
electricity bills, as per the following time limits, after production of
proof of payment by the consumer:
Urban Area
Rural Area
4 Hours
12 Hours
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Page 24
Meter Related Standards
•The Distribution Licensee shall, in the case of a burnt meter, restore supply
within the following time limits, after the receipt of a complaint.
Urban Area
Rural Area
24 Hours
48 Hours
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Page 25
Meter Related Standards
• The Distribution Licensee shall perform the following meter related
activities subject to the provisions provided in the Supply Code and other
associated regulations and codes.
Activity
Meter Reading
Replacing faulty / non
working meter *
Replacing burnt meter#
Urban Area
At least once in every
2 months
Rural Area
At least once in every
3 months
Within 5 days
Within 10 days
Within 5 days
Within 10 days
* Cost of inspection shall be borne by the Distribution Licensee.
# If the burning of meter is due to causes attributable to Distribution
Licensee. If the meter is burnt due to causes attributable to the
consumer the Distribution Licensee shall serve a notice to the
consumer for recovery of cost of the meter within seven days of
detection and shall replace the meter within fifteen days on receiving
the payment.
8-Apr-15
Page 26
Testing & Calibration of Meter
• The Licensee shall carry out periodical testing and calibration of consumer’s
meter along with CT / PT and accessories, as per table below:
Type of Meter
Duration
Electro mechanical, Single phase, LT
At least once in 5 years
Electro mechanical, Three phase, LT
At least once in 3 years
Electro mechanical, Three phase, HT
At least once in each year
Electronic meter
To be decided on type and
specifications of meter
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Complaint Registration and Complaint Handling…1/6
Establishment of Call Centre(s)
• The Distribution Licensee shall establish call centre(s) for redressal of
complaints of its consumers and such call centre(s) shall be accessible to its
consumers round the clock during all days of the week, within the
following time limits, from the date of commencement of MERC (Standard
of Performance, Period of Giving Supply and Determination of
Compensation) Regulations:
Urban Area
Rural Area
24 Months
Within appropriate time period to
be specified by the Commission
on case to case basis
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Complaint Registration and Complaint Handling…2/6
• Every Licensee shall employ sufficient number of officers or employees at
its Call centre(s) and establish a basic telephone or cellular mobile telephone
number having sufficient lines or connections to be called as the “toll free
number” or “consumer care number” or “help line number” at its call
centre(s).
• Call charges or SMS charges shall not be levied upon the consumers for calls
made or SMS sent, to these numbers.
• Every Licensee shall, immediately upon establishment of its Call centre(s),
inform about the same through a public notice in newspapers and should
also ensure proper circulation of information to the consumers in case of
any changes in the contact numbers.
• Licensee should ensure availability of electronic data base to record
complaints.
• The Licensee shall convey information of the name of office (s), address (es)
and telephone numbers where the consumer can lodge complaints, in the
8-Apr-15
Page 29
form of additional information along with the electricity bills.
Complaint Registration and Complaint Handling…3/6
Operation of Call Centre(s)
• The Distribution Licensee shall adhere to the following time limits for
operation of call centre(s):
Activity
Time
First response against a consumer call
3 Minutes
Registration of consumer call and issue
5 Minutes after first response
of complaint number
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Complaint Registration and Complaint Handling…4/6
Process of handling complaints
•
The Distribution Licensee shall devise its own process at complaint handling
centres/ call centre(s)/ customer care centre(s)/ service centre(s) or any other
customer interface channels to handle consumer complaints. The process should
include the following:
a) Registration of complaints by allotting a unique identification number to be
called the complaint number;
b) Communication to consumer of the complaint number, date/ time of
registration of the complaint and expected complaint resolution time to the
consumer;
c) Record details of each complaint;
d)Intimate contact details of the next higher authority (including his name,
telephone number and address) to the consumer in case the consumer is not
satisfied with the complaint handling;
d) Update and record feedback and intimate contact details of the next higher
authority to the consumer in case the consumer is not satisfied with the complaint
handling.
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Complaint Registration and Complaint Handling…5/6
Complaints about Consumer’s Bills
• The Distribution Licensee shall perform the following related to
complaints about consumer’s bills:
Activity
Acknowledgement of a
consumer’s complaint
Resolving complaints
about electricity bills*
Complaint made in Complaint made by
Person
Post
Immediately
Within 7 Working days
On the same day
On the date of
acknowledgement
* In case additional information is not required. In cases, where any
additional information is required to be collected, the complaint shall
be resolved within ten days of receipt.
• In case the complaint of the consumer is genuine and revision of bill
becomes necessary, the due date for payment of bill would be
reckoned from the date of the revised bill. For purpose of calculating
additional charges for delayed payment or for disconnection of
supply, the date of revised bill shall be considered.
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Complaint Registration and Complaint Handling…6/6
Complaint regarding meter working and Voltage Fluctuation
• If a complaint is made by the consumer about the working of the meter
and he requests for replacement, it shall be inspected and replaced as per
the following time limits, provided it is established through laboratory
checks that the meter is not performing to required standards.
Urban Area
Rural Area
7 Days
12 days
• The Distribution Licensee shall ensure that the voltages are brought
within the specified limits after receipt of complaint regarding voltage
fluctuation, as per the following:
Fault is identified to a local problem
2 days
No expansion / enhancement is involved
Up gradation of the Distribution system is
required.
10 days
120 Days
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Page 33
Consumer Charter / Service…1/2
•
•
Every Authorized Representative of the Distribution Licensee shall
display his name-tag and if required by consumer his proof of identity
and authorization of the Distribution Licensee.
The Distribution Licensee shall maintain at least one consumer service
center which shall be open for not less than eight (8) hours a day, on all
days of the week, in every town and city within the area of supply, for
essential services to be provided to consumers.
Manual of practice for handling consumer complaints

Every licensee shall publish a “Manual of practice for handling
customer complaints” containing following information within three
months from the date of commencement of these regulations:
a) Channels of complaint registration-details of personnel, offices, Call centre(s);
b) Process of handling complaints;
c) Duties and obligations of licensee-guaranteed standards of performance and
compensation details; and
d) any other information which may be affecting the consumers.
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Consumer Charter / Service…2/2



•
The manual shall be prepared in English, Hindi and local languages and
shall be available for reference of consumers at every office of licensee and
downloadable from its website.
A consumer shall always be entitled to approach the Grievance Redressal
Forum directly in accordance with the applicable regulations of the
Commission.
A copy of the manual certified by licensee as “true copy” thereof shall be
filed with the Commission within three months from the date of
commencement of these regulations.
The Distribution Licensee shall make available to a consumer a hard copy
of any of the following documents on demand, subject to payment of
reasonable reproduction charges.
(a) Electricity Supply Code and Other Conditions of Supply;
(b) Standard of Performance Regulations;
(c)Terms and Conditions of Supply along with the approved Schedule of
Charges and the prevailing approved tariff schedule; and
(d) Manual of practice for handling consumer’s complaints.
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Reliability Indices…1/2
•
The Distribution Licensee shall calculate the reliability of his distribution
system on the basis of the following:
a) System Average Interruption Frequency Index;
b) System Average Interruption Duration Index; and
c) Customer Average Interruption Duration Index.
 System Average Interruption Duration Index (SAIDI) is the average
duration of sustained interruptions per consumer determined by
dividing sum of all sustained consumers interruption durations by total
number of consumers. Measured in the units of time.
 System Average Interruption Frequency Index (SAIFI) is the average
frequency of sustained interruptions per consumer. Measured in the
units of interruptions per consumer.
 Customer Average Interruption Duration Index (CAIDI) is the
average interruption duration of sustained interruptions for those
consumers who had experienced interruptions. Measured in the units
of time.
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Reliability Indices…2/2
SAIDI = Σ (Ri * Ni) / Nt
SAIFI = Σ (Ni/Nt)
CAIDI = SAIDI/SAIFI
Where:
i = Number of feeders in the Distribution Licensee’s area
Ri=Restoration time for each interruption event on ith feeder.
Ni=Number of consumers who have experienced a sustained
interruption during an interruption on ith feeder
Nt=Total number of consumers of the distribution Licensee‟s area.
•
While calculating the above indices, the following types of interruptions
shall not be taken into account:
a)Scheduled outages;
b)Momentary outages of duration of less than three minutes;
c)Outages due to the failure of the grid
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Exemptions
• Nothing contained in Regulations shall apply where, in the opinion of the
Commission, the Distribution Licensee is prevented from meeting his
obligations under these Regulations by cyclone, floods, storms or other
occurrences beyond the control of the Distribution Licensee.
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Compensation Mechanism
• Where the Distribution Licensee finds that it has failed to meet the Standards
of Performance specified under Regulations, either by its own knowledge, or
upon written claim filed by any person affected, the Distribution Licensee shall
be liable to pay compensation to person(s) affected within two billing cycles
from the date of failure meet to Performance Standard or the date of claim.
• In case the Distribution Licensee fails to pay the compensation or if the affected
person is aggrieved by non-redressal of his grievances, he may make a
representation for the redressal of his grievance to the concerned Consumer
Grievance Redressal Forum, in accordance with MERC (Consumer Grievances
Redressal Forum and Electricity Ombudsman) Regulation, 2006.
• In case the claim for compensation is upheld by the Consumer Grievances
Redressal Forum, the compensation determined by the Commission will be
implemented by the Forum. The Distribution Licensee shall pay within 90 days
of direction issued by the Forum.
• In case of appeal filed against order of the Forum before the Ombudsman by
the affected person, the amount of compensation determined by Ombudsman
shall be paid by the Distribution Licensee within 90 days of Order issued by
the Ombudsman.
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Compensation Mechanism
• The Distribution Licensee shall be liable to pay compensation to the affected
consumer as specified by the Commission in the Regulations.
Licensee fails to achieve Guaranteed SoP.
Consumer shall file his claim within the period from
the time the consumer is affected by failure of the
Distribution Licensee to meet the SoP
Maximum 60
days
The Distribution Licensee shall compensate the
consumer within the period from the date of his
claim.
Maximum 90
days
The actual compensation may be decided by the Commission considering the
following factors:
(a)hardship caused to the consumer; and
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(b)average monthly bill of the consumer
Page 40
List of Guaranteed SoP against which
Compensation is Applicable…1/2
Service Area
Performance Standard
First response against a consumer call, Registration of
consumer call.
Time period for completion of inspection, Time period
Provision of Supply for intimation of charges to be borne by applicant,
Time period of providing supply
Fuse off call, Overhead line breakdown, Distribution
Restoration of
transformer failure, Underground cable fault,
Supply
Scheduled outage
Maintenance of voltage within the specified range,
Quality of Supply
Control of the harmonics
Operation of Call
Center
Meters
Restoration of supply in case of burnt meter, Meter
inspection and replacement
Reconnection
Reconnection of a consumer who has been
disconnected for less than six (6) months
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List of Guaranteed SoP against which
Compensation is Applicable…2/2
Service Area
Complaints on
Consumer’s Bills
Consumer charter /
service
Other Services
Performance Standard
Acknowledgment of receipt, Resolution of billing
complaints
Visible display of name tag by authorized
representative, show proof of identity
Reading of consumer’s meter, Change of name, Change
of tariff Category, Reduction in contract demand /
sanctioned load, Closure of account
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Overall Standards of Performance…1/2
Service Area
Fuse-off call
Line Breakdowns
Cable Break down
Performance Standard
At least 99% calls received should be rectified within
prescribed time limits in both Cities and Towns and in
Rural areas
At least 95% of cases resolved within prescribed time
limit in both Cities and Towns and in Rural areas
At least 95% of cases resolved within prescribed time
limit in both Cities and Towns and in Rural areas
Distribution
At least 95% of DTRs to be replaced within prescribed
Transformer Failure time limits in both Cities and Towns and in Rural areas
SAIFI, SAIDI, CAIDI To be decided every year
Period of Scheduled
At least 95% of cases resolved within time limit
Outage
Frequency variations
To maintain supply frequency within 49 – 50.5Hz as
per IEGC.
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Overall Standards of Performance…2/2
Service Area
Performance Standard
Voltage Unbalance
Maximum of 3% at point of
commencement of supply
% Billing mistakes
Not exceeding 0.1%
% Faulty meters
Not exceeding 3%
New / Addition to Supply, Transfer of
ownership and change of Category,
Temporary supply, Reconnection of
Supply, Shifting of Meter / Service
Connection
At least 95% cases should be
complied within prescribed time
limits
•
The compensation paid by the Distribution Licensee for respective
parameter, may be allowed to be recovered partly or fully in the
Aggregate Revenue Requirement (ARR) of Licensee, keeping in view
the extent to which the licensee is able to achieve the Overall Standards
of Performance.
8-Apr-15
Page 44
Information regarding Level of Performance
•
The Distribution Licensee shall maintain and submit information regarding
a)The level of performance achieved by the Licensee during a month;
b)The number of cases in which compensation was made and the aggregate
amount of compensation made;
to the Forum on a monthly basis and put up such information on the
internet website of the Distribution Licensee, within a period of thirty (30)
days from the end of the month.
•
It shall also submit the above information to the Commission on an annual
basis, within a period of thirty (30) days from the end of the financial year.
•
It shall separately state the total number of cases where compensation has
been paid by it without dispute and the total number of cases where
compensation has been paid in compliance with an order or direction of the
Forum or Ombudsman, along with the total amount of compensation in
each category.
8-Apr-15
Page 45
Audit Report

The Commission may authorize the Commission staff or any independent
agency to conduct annual checks, in order to monitor the compliance of the
standards by the Licensees and submit audit report to the Commission.

The audit report shall address the following specific matters:
a)
Adherence to procedures and formats as per Regulations;
b)
Assessing staff engaged in call centres/ complaint handling centres/
customer care centres for their understanding of complaint handling
procedures, quality parameters, and training adequacy for their task;
c)
Method of data collection and management procedures and
d)
Review of relevant records (as per appropriate sampling procedures) for
reliability and accuracy across quality parameters.
8-Apr-15
Page 46
Procedure for engaging agency

The following procedure shall be adopted for engaging agency:
a)
Audit scope and the methodology for carrying out the audit to be set by
the Commission
b)
The Commission will identify and publish panel of approved agency
c)
Licensee shall nominate an agency from notified panel of agencies
d)
Licensee shall not engage an agency:
(i) consecutively for more than two years.
(ii) current statutory auditor
(iii) current internal auditor
(iv) current consultant
8-Apr-15
Page 47
Auditing Methodology

Grading of the audit report on performance standard submitted by
the licensee shall be done in two parts:
Reliability Grading
Reliability Grade
A
Based on proper records with adequate
procedure
B
Data has significant procedural deviations
C
Unsatisfactory data
Accuracy Grading
Accuracy
Grade
1
Assessment of reliability grade
Percentage of
Assessed accuracy level compensation paid to be
recovered through ARR
+/-2%
100%
2
+/-5%
85%
3
+/-10%
70%
Note: If Reliability Grading of data is A then only further analysis to
check accuracy will be carried out
8-Apr-15
Page 48
Contents
1. About ABPS Infra
2. Related Provisions of Electricity Act, 2003
3. Salient features of Draft MERC (Standard of
Performance of Distribution Licensees, Period of Giving
Supply and Determination of Compensation)
Regulations, 2010.
4. Comparison of Standards of Performance specified by
different SERCs.
8-Apr-15
Page 49
Comparison of Performance Standards
• Draft Maharashtra Electricity Regulatory Commission ( Standard of
Performance of Distribution Licensees, Period of Giving Supply and
Determination of Compensation) Regulations, 2010.
• Andhra Pradesh Electricity Regulatory Commission (Licensees' Standards
of Performance) Regulation, 2004.
• Delhi Electricity Supply Code and Performance Standards Regulations,
2007, DERC.
• Madhya Pradesh Electricity Regulatory
Performance Standards) Regulations, 2004.
Commission
(Distribution
• The Electricity Supply Code 2005, Uttar Pradesh Electricity Regulatory
Commission.
8-Apr-15
Page 50
Compensation Schedule… New Connection
Standard
MERC
APERC
DERC
MPERC
Rs.10 per Rs 1000
• Rs. 100 for each
(or part thereof) of
day of delay for LT
In case
Rs 100 per
Rs.50 for each the demand charges • Rs. 200 for each
connection is to
week or part
day of default deposited by
day of delay for
be from existing
thereof of delay
consumer for each
HT
network
day of default
Rs.50 for each
Rs.10 per Rs 1000
Where
• Rs. 100 for each
day of default
(or part thereof) of
day of delay for LT
extension or
Rs 100 per
in case LT
the demand charges • Rs. 200 for each
augmentation of
week or part
network is to be
deposited by
day of delay for
distributing
thereof of delay augmented
consumer for each
HT
main is
Rs. 250 in all
day of default
required
other cases
Where
• Rs. 100 for each
10% of the amount
day of delay for LT
commissioning Rs 100 per
Rs.500 for each deposited by
of sub-station is week or part
• Rs. 200 for each
day of default developer per week
thereof of delay
day of delay for
required
of default
HT
UPERC*
NA
NA
NA
* Time limits for providing connection has been specified by UPERC in Supply Code
Regulations, but compensation schedule for the same has not been provided.
8-Apr-15
Page 51
Compensation Schedule… Restoration of Power
Standard
Fuse off call
MERC
Rs 50 per hour
or part there of
delay
Rs 50 per hour
Underground
or part there of
cable fault
delay
Scheduled
outage
DERC
MPERC
UPERC
Amount equivalent to 2%of
last paid electricity bill
Rs. 50 in each
subject to a maximum of Rs case of default
50 in each case of default
Amount equivalent to
Rs.50 in
2.5%of last paid electricity Rs. 50 to each
Rs. 50 for each
each case of
bill subject to a maximum affected
day of default
default
of Rs 50. to each affected
consumer
consumer.
Amount equivalent to
Rs.100 in
Rs. 100 for each 2.5%of last paid electricity Rs. 50 to each
each case of day of default bill subject to a maximum affected
of Rs 50. to each affected
consumer
default
consumer
Rs.50 in
each case of
NA
NA
NA
default
Rs 50 per hour Rs.50 in
Rs. 50 for each
or part there of each case of
day of default
delay
default
Rs 50 per hour
Overhead line
or part there of
breakdown
delay
Distribution
transformer
failure
APERC
Nil
Rs.100 in
each case of
default
NA
Amount equivalent to 2%of
last paid electricity bill
subject to a maximum of Rs
100 to each affected
consumer.
NA
8-Apr-15
Page 52
Compensation Schedule… Quality of Supply
Standard
MERC
APERC*
DERC
MPERC
UPERC
• Amount equivalent
•Rs.50 for each
day of default if • Rs. 50 for each to 2%of last paid
• Rs. 50 in each
no expansion/ day of default electricity bill
case of default
enhancement is for local fault subject to maximum if no
Maintenance of
Rs 100 per week
necessary
or due to
of Rs.50. in each case expansion/
voltage within
or part thereof for
Transformer
of default if no
enhancement
the specified
•Rs.100 if
which voltage
expansion is
tap
expansion/
is necessary,
range of the
varies beyond the
necessary
• Rs. 100 for
enhancement is
declared voltage
• Rs. 150 if
specified range
each day of
necessary
expansion/
•Rs. 250 if
erection of new default for
• 1%if expansion/
enhancement
Sub-Stn is
other causes
enhancement is
is necessary
necessary
necessary
Rs. 100 per
instance
provided that the
Amount equivalent to
Control of the
Commission shall
0.5%of last paid
harmonics level
separately notify
NA
NA
electricity bill subject
NA
at the point of
the date from
to maximum of Rs.50.
supply.
which such
in each case of default
compensation
shall be payable
* Compensation payable to individual consumer if the event affects a single consumer.
Compensation payable to individual consumer if the event affects a more than one consumer, is
separately provided in Regulations by APERC
8-Apr-15
Page 53
Compensation Schedule… Metering & Billing
Standard
MERC
Rs 100 per
Restoration of
week or part
supply in case of
thereof of
burnt meter
delay
Meter inspection
Rs 100 per
and replacement
week or part
in case of
thereof of
customer
delay
complaint
APERC*
Rs.50 for Rs. 50 for each
each day of day of default
default
Rs.50 in
Rs. 25 for each
each case day of default
of default
Rs.25 for
To be decided each day of
default
Resolution of
billing
complaints
Reconnection of
supply following
disconnection
due to nonpayment of bills
NA
DERC
Rs.50 in
each case
of default
NA
NA
MPERC
UPERC
Amount equivalent to 2%of
last paid electricity bill
Rs. 50 in each
subject to a maximum of Rs case of default
50 in each case of default
Amount equivalent to 1%of
last paid electricity bill
Rs. 50 in each
subject to a maximum of Rs
case of default
50 to each affected
consumer.
Amount equivalent to 2%of
last paid electricity bill
subject to a maximum
NA
of Rs 50 for each day of
default
Amount equivalent to
0.5%of last paid electricity
bill subject to a maximum
of Rs 50.
Rs. 100 in each
case of default
* Compensation payable to individual consumer if the event affects a single consumer.
Compensation payable to individual consumer if the event affects a more than one consumer, is
separately provided in Regulations by APERC
8-Apr-15
Page 54
Compensation Schedule… Other Services
Standard
MERC
Rs 100 per
week or part
thereof of
delay
Rs 100 per
week or part
thereof of
delay
Transfer of
ownership
Change of
category
Conversion from
single phase to
Three phase &
vice-versa for low
tension
Conversion from
low tension to
High tension
APERC*
DERC
Rs.50 for
Rs. 50 for each
each day of
day of default
default
Rs.50 for
Rs. 50 for each
each day of
day of default
default
NA
Rs.50 for
each day of
default
NA
Rs.100 for
each day of
default
MPERC
UPERC
Amount equivalent to 3%of
last paid electricity bill
Rs. 100 in each
subject to a maximum of Rs case of default
100 for each day of default
Amount equivalent to 3%of
last paid electricity bill
NA
subject to a maximum of Rs
100 for each day of default
NA
Amount equivalent to 3%of
last paid electricity bill
subject to a maximum of Rs
100 for each day of default
NA
NA
Amount equivalent to 3%of
last paid electricity bill
subject to a maximum of Rs
100 for each day of default
NA
* Compensation payable to individual consumer if the event affects a single consumer.
Compensation payable to individual consumers if the event affects a more than one consumer,
is separately provided in Regulations by APERC
8-Apr-15
Page 55
Period for Intimation of Charges payable for
New Supply
MERC
15 Days
for urban
If can be given from areas,
Existing Network 20 Days
for rural
areas
Where extension of
distribution System 30 Days
is required
APERC
NA
DERC
NA
MPERC
UPERC
On the spot if no
erection of pole is
3 Working days
required,
for both urban
10 Days in other
and rural areas
cases, after site
inspection
LT – 7 Days, LT – 7 Days,
15 Working
HT (11 KV) HT (11 KV) –
days for urban
– 15 Days, 15 Days,
50 KW - 15 days,
area,
HT (33 KV) HT (33 KV)
HT - 30 days,
30 Working
– 30 Days, – 30 Days,
EHT - 60 days
days for rural
EHT – 45
EHT – 45
area
Days
Days
Note: Time Limits from the date of receipt of application for new supply.
8-Apr-15
Page 56
Period for New Supply…1/2
MERC
If can be given from
Existing Network
Where extension of
distribution System is
required
APERC
DERC
1 Month 30 Days
As per Section
43 of Act ( 1
Month)
LT - 30 Days
HT, 11 KV 60 Days,
HT, 33 KV 3 Month
90 Days,
EHT, Above
33 KV – 180
Days
LT (up to 5
Poles) – 15 Days
LT(more than 5
poles) – 60
Days,
LT(new DT) –
120 Days,
HT(11 KV)- 180
Days,
EHT- 240 Days
MPERC
UPERC
LT – 10 Working Days
(Urban Areas)
7 Days
14 Working Days
(Rural Areas)
LT - i) All connections
excluding AgricultureExtension of Lines60 days,
i) 400 V – 45 Days
ii) Agricultural connection
ii) 11 KV- 60 days
during season when
iii) 33 KV - 120
clear access to fields is
days
Available - 90 days,
iv) 132 KV - 300
iii) Agricultural connection
days
during season when no
DT –
clear access is Available i)Augmentation of
180 days,
DT- 60 days
HT- i) If extension upto 100
ii)New DT- 120
meters work is
days
involved- 30 days,
iii) Augmentation of
ii)If extension beyond 100
66/33KV S/Stn meters work is
180 days
involved- 90 days,
EHT – 180 Days
8-Apr-15
Page 57
Period for New Supply…2/2
MERC
APERC
DERC
i)Un-Electrified Areas
(Where augmentation from
Within the
nearby existing network is
Where erection of new
period
1 Year
possible) – 6 Months
approved by
substation is required
ii)Un-Electrified Areas/
Commission
Green Field Projects
(Other Cases) - 12 Months*
MPERC
UPERC
NA
NA
Note : Time Limits after the payment of charges for supply by consumer
* After receipt of deposit of consumers’ share of necessary development charges
as specified in Supply Code Regulations.
8-Apr-15
Page 58
Period for Reconnection of Supply following
disconnection due to Non-payment of Bills
MERC
Urban
Area
Rural
Area
APERC
Urban
Area
Rural
Area
DERC
Urban
Area
Rural
Area
MPERC
Urban
Area
UPERC
Rural Urban Rural
Area Area Area
Licensee shall
reconnect the
consumer’s
installation within
12 two days of
48
payment of past
4 Hours 12 Hours 4 Hours
4 Hours
Hours dues along with
Hours
reconnection
charges and
Service Line
charges
24 Hours
Note : Time limits after the production of proof of payment by the consumer
8-Apr-15
Page 59
Period for Disconnection of Supply
MERC
7 days in Urban
Areas and 10 days
in Rural Areas.
Refund of security
deposit along with
issuance of “NoDues certificate”
should be made
by licensee within
30 days from the
date of adjustment
of
all
dues
outstanding from
the consumer in
Urban Areas and
within 45 days in
Rural Areas.
APERC
NA
DERC
Licensee to carry
out
special
reading
and
prepare final bill,
including
all
arrears up to the
date of billing,
within five days
of receiving such
request.
MPERC
NA
UPERC
The supply shall be
disconnected
permanently in
following cases:
(a)With
the
termination of
the agreement.
(b) If the cause for
which
the
supply
was
temporarily
disconnected is
not
removed
within
six
months period.
(c) On request of
consumer after
submission
of
an affidavit and
clearing of all
electricity dues.
Note: Time limits after receipt of request for disconnection.
8-Apr-15
Page 60
Period for Voltage Fluctuation & Harmonics
MERC
APERC
DERC
MPERC
UPERC
LT
+ 10 % and -10 %
+6% and -6%
+6% and -6%
+6% and -6%
+6% and -6%
HT
+ 6% and – 9%
+6% and -9%
+6% and -9%
+6% and -9%
+ 6% and -9%
EHT + 10% and -12.5% +10% and -12.5% +10% and -12.5% +10% and -10% +10% and -12.5%
Licensee shall
control harmonics
in accordance
Harm
with that
onics
prescribed by the
IEEE STD 5191992
132KV - 3%
33KV - 8%
11KV - 8%
To be specified
by the
Commission
after conducting
a detailed study
NA
EHT = 4%
HT = 5%
LT = 10%
8-Apr-15
Page 61
Period for Complaint Related to Voltage
Fluctuation
MERC*
APERC*
• 2 Days, if fault
• 10 days if no
is identified to a
expansion /
local problem
enhancement
• 10 days if no
is involved
expansion /
enhancement is • 120 Days if
involved
up-gradation
• 120 Days if up- of
gradation of
distribution
distribution
system is
system is
required
required
*
DERC
• Local problem :4
Hours
• Tap of
transformer:3 Days
• Repair of
distribution line /
transformer /
capacitor:30 Days
• Installation and
Up-gradation of
High Tension /
Low Tension
System :90 Days
MPERC
UPERC
• Within 24 hours
in case of local
• 10 days if no
problems.
expansion /
• Within 6 months
enhancement is in case of
involved
inadequacy of
• 180 Days if up- LT distribution
system.
gradation of
• Within 12
distribution
months in case
system is
of deficiency in
required
the HT
distribution
system.
Where a substation is required to be erected to resolve such complaints, the
Licensee shall submit to the Commission a proposal for erection of the
substation and get the same approved by the Commission.
8-Apr-15
Page 62
Period for Restoration of Power Supply
MERC
APERC
DERC
MPERC
UPERC
Urban Rural Urban Rural Urban Rural Urban Rural Urban Rural
Area Area Area Area Area Area
Area
Area
Area
Area
24
4
12
3
24
4
8 Hours 4 Hours
4 Hours 8 Hours
Fuse-off calls
Hours
Hours Hours Hours Hours Hours
Overhead
6
24
6
24
6
12
12
48
3 Days 8 Hours
line
Hours Hours Hours Hours Hours Hours Hours
Hours
breakdowns
Distribution
24
48
24
48
48 *
48 *
24
72
transformer Hours Hours Hours Hours Hours Hours 1 Day 7 Day Hours Hours
failures
Undergroun 12
48
12
48
24
96
NA
NA
NA
NA
Hours Hours
d cable faults Hours Hours Hours Hours
Period of
Scheduled
Outages
12 Hours
12 Hours
NA
12 Hours
* Temporary Restoration of supply through mobile transformer or another
backup source within eight hours shall be provided.
NA
8-Apr-15
Page 63
Meter Related Issues
Service
MERC
5 days in Urban Areas
Replacing
faulty/ non- and 10 days in Rural
working meters Areas
Replacing burnt
5 days in Urban Areas
meters for causes
and within 10 days in
attributable to
Rural Areas
Licensee
APERC
15 Days*
7 Days
Licensee shall serve a
Licensee shall serve a notice
to
the
notice to the consumer consumer
for
Replacing burnt
for recovery of cost of recovery of cost of
meters for causes
the meter within 7 the meter within 7
attributable to
days of detection and days of detection and
Consumer
shall replace the meter shall
replace
the
within 15 days on meter within 7 days
receiving the payment on
receiving
the
payment
DERC
MPERC
UPERC
15 Days*
15 days in Urban
Areas and 30 days
in Rural Areas
15 Days *
7 Days
The Licensee shall
restore the supply
immediately after bypassing
the
burnt meter. A new
meter
shall
be
installed
by
the
Licensee within 3
days.
The Licensee shall
restore supply within
six
hours
upon
receipt of complaint
bypassing the burnt
meter and new meter
shall be provided
within three days
NA
The cost of the meter
Licensee
shall
shall be borne by the
serve a notice to
consumer.
The
the consumer for
consumer shall be
recovery of cost of
assessed
under
the meter within 7
section 126 of the
days of detection
Electricity Act 2003,
and shall replace
and
shall
be
the meter within 7
punishable
under
days on receiving
section 138 of the
the payment
Electricity Act 2003.
* After carrying out testing of meter, the cost of which shall be borne by Licensee
8-Apr-15
Page 64
Complaints Related to Consumer Bills
Service
MERC
APERC
• Immediately if •Immediately if
received in
received in
person,
person,
Acknowled
• 7 working days •2 working
gement of
if the
days if the
complaint
complaint is
complaint is
received by
received by
post
post
•On the same
day if made in
person, On the
day of
acknowledgem
Resolving ent, if
of
complaint is
complaint made by post .
Within 10 days
of receipt, if
additional
information is
required.
DERC
MPERC
•Immediately if
received in
• Immediately if received in
person,
person,
•3 working days if • Next working days if the
the complaint is
complaint is received by post
received by post
On the same day of receipt. If
additional information is
required, within 5 days in
•Within 15 days of
urban areas and 10 days in
receipt, if no
• Within 24
rural areas, in the following
working
additional
cases:
hours of its
information is
(a) HT consumers, whose
receipt.
required.
disputed amount less than
Within 7 days •Within 30 days of
or equal to Rs 20000/of receipt, if
receipt, in case
(b) LT consumers, whose
additional
any additional
disputed amount less than
information is information is
or equal to Rs 20000/-,
required.
required.
excluding cases where the
disputed amount is due to
arithmetical
or
clerical
errors
UPERC
NA
NA
8-Apr-15
Page 65
Transfer of Ownership and Change of Category
Service
MERC
APERC
Transfer of Within second
ownership billing cycle
Within 7 days
receipt
application
Change of
category
Within second
billing cycle
Within 7 days
receipt
application
Conversion
from single
Within second
phase to
billing cycle
Three phase &
vice-versa for
low tension
Within 30 days
receipt
application
Conversion
Within third billing Within 60 days
from low
cycle
receipt
tension to
application
High tension
DERC
MPERC
UPERC
Mutation will be
of
effected within 7
Within two billing Within 10 days after
of
days of payment of
cycles
completion of formalities
any
outstanding
dues
Licensee shall inspect
the
premises
and
change the category
within ten days from
of
the date of acceptance Within 10 days after
of
NA
of application. Such completion of formalities
change of category
shall be effective from
the date of deposit of
inspection fee.
• Within 30 days from the
date of payment of
of
necessary charges
of
NA
NA
• Within 90 days, in case of
extension
of line is required
• Within 30 days from the
date of payment of
of
necessary charges
of
NA
NA
• Within 90 days, in case of
extension of line is
8-Apr-15
required
Page 66
THANK YOU
ABPS
Advisory Private Limited
ABPSInfrastructure
Infrastructure Advisory
November 2010