RERC Draft for Comments

8/22/2019 RERC Draft for Comments

1/26

Rajasthan Electricity Regulatory CommissionVidyut Viniyamak Bhawan, Near State Motor Garage, Sahkar Marg, Jaipur- 302001

Phone: 0141-2740067, 2741016 Fax: 0141-2741018,Website: www.rerc. rajasthan.gov.in E-mail: [email protected]

PUBLIC NOTICE

In exercise of the powers, conferred under Section 57 to 59, read with Section

181 of the Electricity Act 2003 (36 of 2003), the Rajasthan Electricity Regulatory

Commission, proposes to revise RERC (Distribution Licensees Standards ofPerformance) Regulations, 2003, & invites suggestions/comments from the

interested persons before finalizing the same.

The persons, desirous of offering suggestions or comments on the said draft

Regulations, may do so in six copies, so as to reach this office up to 30th Nov,

2012. The draft Regulations are available with the Receiving Officer of the

Commission, which can be obtained on payment of Rs. 100/- for each. Theabove mentioned draft documents are also available on RERC website :

www.rerc. rajasthan.gov.in

Secretary

(N.T.B.T.)

(G K Sharma)


2/26

(G K Sharma)

jktLFkku fo|qr fofu;ked vk;ksxfo|qr fofu;ked Hkou] LVV eksVj xjst ds ikl] lgdkj ekx] t;ij& 302001nwjHkk"k% 0141&2740067] 2741016 QSDl% 0141& 2741018 b&esy%[email protected]: www.rerc. rajasthan.gov.in

lkoZtfud lwpuk

fo|qr vf/kfu;e 2003 dh /kkjk 181 ds lkFk ifBr] /kkjk 57 ls /kkjk 59 ds varxZr] jktLFkku fo|qrfofu;ked vk;ksx] }kjk jk-fo-fo-vk forj.k ykbZlsal/kkjh ds fy, n{krk ds ekun.M LVSMMZl~ vkWQijQWkjesUl fofu;e] 2003 dks iqufuZ/kkZj.k fd;k tkuk izLrkfor gS bu fofu;eksa dks vafre :i nsus lsiwoZ] vk;ksx] lHkh lacaf/krksa ls] lq>ko ,oa fVIif.k;ka vkeaf=r djrk gSaA ;fn dksbZ egkuqHkko@laLFkk] mDrik:i fofu;eks ds izko/kkuksa ij] lq>ko ;k fVIi.kh nsuk pkgs] rks os vius lq>ko ;k fVIi.kh] vk;ksx dks]Ng izfr;ksa esa] 30- uoacj 2012 rd] Hkst ldrs gSaA izk:i fofu;eksa dh izfr] vk;ksx ds izkIrdrkZvf/kdkjh ds ikl] voyksdukFkZ miyC/k gS] tks fd LkkS :i;s ek= izfr izk:i ds Hkqxrku ij izkIr dh tk

ldrh gSaA izk:i fofu;e] vk;ksx dh osclkbZV: www.rerc. rajasthan.gov.in ij Hkh miyC/k gSA

lfpo&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&&

(N.T.B.T.)
mailto:[email protected]:[email protected]:[email protected]:[email protected]


3/26

Background note for revision of Distribution Licensees

Standards of Performance Regulations

1. The Standards of Performance (SOP) for the Distribution Licensees wereinitially notified by the Commission on dated 29.3.2003 as per requirement

under the Rajasthan Power Sector Reforms Act, 1999. On enactment of the

Electricity Act, 2003, the said Regulations were slightly modified videRegulations dated 26.3.2004 and 11.11.2005. However, the provision of the

compensation to the aggrieved person, in case of violation of the SOP by

the Licensee, as required u/s 57 of the Act, could not be incorporated.

Subsequently, the Forum of Regulators (FOR) also brought a Model

Standards of Performance Regulations for Distribution Licensees, to

facilitate SERCs to specify Regulations in their respective States.Accordingly, after having detailed consultations with the CMD/MD of all

the three Discoms, the draft RERC (Distribution Licensees Standards of

Performance) Regulations, 2010 were framed and suggestions/comments

thereupon from stakeholders were invited, by way of imparting adequate

publicity through notices in the news papers, by sending draft documents

to all State Advisory Committee (SAC) members and by hosting thedocument on the Commissions website. The suggestions of various

stakeholders received by the Commission were examined and the case

was heard on 12 10 2010 but the Order was kept reserved


4/26

3. Considering the practical difficulty involved in determination of amount ofcompensation in individual cases by the Commission after hearing the

parties, including licensees; a suggestion emerged during State Advisory

Committee meeting that CGRF could be authorized by the Commission to

determine such amount of compensation based on norms specified by the

Commission.

4. The Commission after examining various aspects of the matter has decidedthat norms of compensation be finalized after hearing all concerned,

including licensees and CGRF may be authorized to award such specified

compensation in individual cases in case licensee fails to meet the

standards specified by the Commission under section 57 of the Act. It may

be mentioned that compensation through CGRF is envisaged in the

regulations of the States, like Gujarat, Maharashtra, and Delhi.

5. Accordingly, revised version of SoP Regulation incorporating compensationto consumers has been finalized and the draft thereof is being notified in

pursuance of the condition of previous publication envisaged under

section 181(3) of the Electricity Act, 2003.

*****


5/26

RAJASTHAN ELECTRICITY REGULATORY COMMISSION

JAIPUR

DRAFT NOTIFICATION

2012

No. RERC/ Secy / Regulation xx - In exercise of the powers conferred on it by

sections 57 to 59 read with sections 86(1)(i), 181(1) and 181(2)(za & zb) of the

Electricity Act, 2003 (36 of 2003) and all other powers enabling it in this behalf,the Rajasthan Electricity Regulatory Commission, after previous publication,

makes following regulations, namely:

1. Title and Commencement(1) These Regulations shall be called the Rajasthan Electricity Regulatory

Commission (Distribution Licensees Standards of Performance)Regulations, 2012, in short RERCDiscoms SOP Regulations, 2012.

(2) These Regulations shall come into force from the date of their publicationin the official gazette.

2. Scope of ApplicationThese regulations shall be applicable to all the Distribution Licenseesincluding Deemed Licensees in the state of Rajasthan.

3. Definitions


6/26

(11) SOP means standard of performance;(12) Urban Areas means the areas covered by Municipal Corporations and

Municipalities including the areas falling under the various UrbanDevelopment Authorities, Cantonment Authorities and Industrial estates

or townships, excluding the areas covered under Class-1 Cities.

Words and expressions used and not defined in these regulations but

defined elsewhere shall have the meanings assigned to them there.

4. Guaranteed Standards of Performance(1) The licensee shall endeavor to provide best possible services well within

time limits specified in Schedule-1 of these regulations, which are the

guaranteed standards of service for its consumers. The failure of licensee

to achieve these guaranteed standards shall entail payment of

monetary compensation to the affected persons as per these

regulations.

(2) These guaranteed standards shall be subject to the provisions specifiedunder the relevant regulations in force from time to time.

5. Complaint Handling Mechanism(1) The licensee shall publish a Manual forHandling Consumer Complaints

incorporating the details of call centres, toll free telephone numbers for

registering the complaints & to inform the status of its redressal, details of

concerned officers guaranteed SOP compensation & its payment


7/26

(5) The affected person shall lodge the complaint with the respective Callcentre. However, the licensee shall continue to use the existing channels

for recording and redressal of the consumer complaints till theestablishment of Call centres.

(6) The licensee shall depute sufficient staff at its Call centres, set-up withadequate technology. It shall provide one or more Toll-free number

with sufficient lines to register and process the complaints against the

licensees services, round the clock throughout the year. The complaints

may be received in person or through telephonic voice or SMS.

(7) The licensee, immediately upon establishment of its Call centres with toll-free telephone number, shall advertise through a public notice in

newspapers in circulation in the area of supply. Such toll free numbers

shall also be printed on the electricity bills.

(8) The Call-centre shalli. register the complaint received in person or through telephonic

voice or SMS and allot a complaint number which shall be

communicated to the complainant for further reference. A model

format is enclosed at AnnexureI;

ii. within 30 minutes, intimate to the complainant through telephone orotherwise, the nature of fault and status of the complaint;

iii. intimate the status of redressal of grievance as and when asked bythe complainant;

iv. intimate the contact details of the next higher authority in case thecomplainant is not satisfied with the redressal of his complaint


8/26

(3) In case the Forum does not decide the amount of compensation withinthe specified time or the aggrieved consumer is not satisfied with the

decision of the Forum, he will be free to approach the ElectricityOmbudsman, who shall deal and decide the case under RERC

(Settlement of Disputes by Electricity Ombudsman) Regulations, 2010.

(4) The licensee shall make payment of compensation amount throughadjustment in the electricity bills or other mechanism, within 90 days

from the date of decision of the Forum or Electricity Ombudsman, as

the case may be; beyond which an additional compensation @ 5% ofthe compensation amount shall be payable to the aggrieved

consumer for each week of delay or part thereof.

(5) The aggrieved consumer shall not be liable to pay any fee for lodging aclaim.

7. Overall Standards of Performance(1) The licensee shall achieve the Overall Standards of Performance in the

discharge of its obligations towards the various standards specified in

Schedule-3. The minimum Overall Standards of Performance to be

achieved by a licensee during the year shall be as specified in

Schedule-4.

(2)

The Commission may allow in ARR, a part of the amount paid ascompensation to the affected persons, based on the achievement of

the licensee beyond the targets of overall standards.


9/26

9. Information with respect to Levels of PerformanceThe Commission shall 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 Regulation 8(1) above, by each licensee.

10. Exclusions of EventsThe application of the standard of performance specified in these

regulations shall remain suspended in case of force majeure

i. events such as war, mutiny, civil commotion, riots, flood,cyclone, lightning, earthquake, fire etc. affecting l icensees

installations and also under wind or rainy conditions affecting

safety of electrical equipment and personnel,ii. activities like strike, lockout, outages of generation ortransmission lines, instructions of SLDC for shut down, any act of

law beyond the control of the licensee, and

iii. outages due to other reasons as approved by the Commission.11. Protection of Consumer Rights

Nothing contained in these regulations, shall in any way, prejudice or

affect the rights & privileges of the consumers under other laws including

the Consumer Protection Act, 1986 (Central Act of 68 of 1986).


10/26

14. Power to amendThe Commission may, at any time, vary, alter, modify or amend anyprovision of these Regulations, with reasons to be recorded in writing.

By order of the Commission,

(G. K. Sharma)

Secretary

RERC, Jaipur


11/26

Schedule - 1

Licensees Guaranteed Standards of Performance

1. Restoration of Supply:1.1 No Current Complaint

The licensee shall restore the supply in case of blowing of HT/LT fuse/MCBat consumer premises or at distribution transformer or due to loose

connections at meter or service line; within

i. 4 hrs. in Class 1 Cities

ii. 6 hrs. in Urban Areas

iii. 12 hrs. in Rural Areas

excluding the period from 10 pm to 6 am.

1.2 Overhead line/cable breakdowns

The licensee shall restore the supply in case of overhead line/cable

breakdowns; within

i. 6 hrs. in Class 1 Citiesii. 12 hrs. in Urban Areasiii. 24 hrs. in Rural Areas

excluding the period from 10 pm to 6 am.

1.3 Underground cable breakdowns

The licensee shall restore the supply in case of breakdown of underground


12/26

2. Quality of Supply2.1 Voltage Variations

The licensee shall maintain voltages at the point of commencement of

the supply to a consumer within the limits

i. +6% and -6% in case of LTii. +6% and -9% in case of HT

Subject to voltage availability at Transmission- Distribution interface,

within the specified limits.

The licensee shall resolve problem; within

i. 2 working days in case of local problemii. 1 month in case of transformer repair/ replacementiii. 4 months in case of substation augmentationiv. 6 months in case of new substation

3. Meter Complaints3.1 Testing of Meter

In case the consumer suspects that a meter is not functioning properly, a

notice can be given to the licensee, who shall verify the correctness of

meter at site and if required replace the meter within 2 months.

3.2 Replacement of stopped / damaged / burnt MeterIn case of stopped / damaged / burnt Meter noticed by the consumer or

by the licensee, the meter shall be replaced by the licensee, within 2

months of such detection.


13/26

5. Release of New Connections or additional power5.1 The licensee shall release new connections to different categories of

consumers under different situations, as per the norms specified in the

RERC Supply Code Regulations.

6. Transfer of ownership and change of category6.1 The licensee, on receipt of necessary documents certifying the transfer

of ownership or change of category, as the case may be, shall transfer

the ownership of the connection or change of category on the existingsystem, within 2 months.

7. Consumer bill complaint7.1 The licensee, on billing problem of a consumer, shall resolve the same

within

i. 3 working days :in case no information is required to be collectedii. 7 working days :in case some information is required to be collected

by the billing authority.

In case the complaint is genuine, the licensee shall extend the due date

for payment of bill so as allow at least 7 working days for making payment

by the consumer.

8.

Disconnection of supply8.1 The licensee, on receipt of a request and clearance of dues from the

consumer, shall disconnect the supply within

i 3 working days in Class 1 Cities


14/26

Schedule-2

Compensation Payable by the Licensee

In case of failure of a licensee to meet the Guaranteed Standards of

Performance as specified in Schedule 1 of these regulations, the following

compensation shall be payable to the consumer by the licensee-

S.

No.

Ref no. of

Sch.- 1

SOP Parameters Compensation to

individual

1. Restoration of supply

1 1.1 No current complaint Rs. 50 for LTRs. 100 for HTRs. 200 for EHT

2 1.2 Overhead Line / Cable breakdowns Rs. 50 for LT

Rs. 100 for HT

Rs. 200 for EHT3 1.3 Under ground cable break down Rs. 50 for LT

Rs. 100 for HTRs. 200 for EHT

4 1.4 Transformer Failure Rs. 100 for LTRs. 300 for HT

5 1.5 Scheduled outage Rs. 50 for LTRs. 100 for HT

2. Quality of Supply

6 2.1 Voltage variations Rs. 100 for LTRs. 300 for HT


15/26

S.No.

Ref no. ofSch.- 1

SOP Parameters Compensation toindividual

6. Transfer of ownership or change of category

13 6.1 Transfer of ownership or change of category Rs. 50 for LTRs. 100 for HTRs. 200 for EHT

7. Consumer bill complaint

14 7.1 Billing complaint resolution Rs. 50 for LTRs. 100 for HT

Rs. 200 for EHT8. Disconnection of supply

15 8.1 Disconnection of supply Rs. 50 for LTRs. 100 for HTRs. 200 for EHT

16 8.2 Issue of no dues certificate (for delay per month orpart thereof)

Rs. 50 for LT

Rs. 100 for HTRs. 200 for EHT

9. Restoration of a disconnected consumer

17 9.1 Restoration of a disconnected consumer Rs. 50 for LTRs. 100 for HTRs. 200 for EHT

10. Compensation for damages on account of heavy fluctuations in supply or short circuiting oflines

18 10.1 Fan, B&W TV, Mixy Rs 500

19 10.1 Color TV, Semiauto Washing m/c, Fridge Rs 1000

20 10.1 Fullauto Washing m/c, Computer, A/C Rs 2000


16/26

Schedule -3

Overall Standards of Performance for a Licensee:

3.1 Consumer SatisfactionThe licensee shall redress the consumer complaints within the time limit

specified in Schedule 1. The licensee shall maintain the minimum

overall consumer satisfaction level as specified in Schedule4.

3.2 Replacement of incorrect metersThe licensee shall try to replace the incorrect meters at the earliest and

keep all the consumer meters correct. The licensee shall maintain the

minimum percentage of correct meters to the total number of meters in

service as specified in Schedule4.

3.3 Replacement of transformersThe licensee shall try to replace the burnt or defective transformers at

the earliest and keep all the transformers in working condition. The

licensee shall maintain the minimum percentage of working

transformers to the total number of transformers connected for service,

separately for LT, HT and EHT supply consumer, as specified in

Schedule4.

3.4 Reliability Indices


17/26

Where,

Ai = Total number of sustained interruptions (each longer than 10 minutes)on ith feeder for the month

Bi = Total duration of all sustained interruptions (each longer than 10

minutes) on ith feeder for the month

Ci = Total number of momentary interruptions (each less than or equal to

10 minutes) on ith feeder for the month

Ni = Connected load of ith feeder affected for each interruption

Nt = Total connected load at 11kV in Licensees area of supply

n = Total number of 11kV feeders in Licensees area of supply(excluding

agricultural feeders)

3.5.2 The licensee shall workout each Reliability Index as above and

calculate the overall SAIFI, SAIDI and MAIFI separately for the Class-I

Cities, Urban Areas and Rural Areas in the formats SOP 4 to 6

respectively attached with these regulations.

3.5.3 The Commission shall separately specify the overall reliability indices

standards required to be achieved by each licensee.


18/26

Schedule -4

Minimum Overall Standards of Performance to be achieved by a Licensee

A. Consumer Satisfaction

S.No.

Ref no.of Sch.-1

SOP Parameters Minimum Standardsto be achievedduring each year

1 1.1 No current complaint 98%

2 1.2 Overhead Line / Cable breakdowns 95%

3 1.3 Under ground cable break down 95%

4 1.4 Transformer Failure(separately for LT & HTsupply consumers)

95%

5 1.5 Scheduled outage 95%

6 2.1 Voltage variations 95%

7 3.1 Routine Testing 95%

8 3.2 Testing/Replacement of Meter 95%

9 4.1 Demand note 95%

10 4.2 Shifting of Meter 95%

11 4.3 Shifting of Service line 95%

12 5.1 Release of new connection/additionalpower

95%

13 6.1 Transfer of ownership or change ofcategory

95%

14 7 1 Billing complaint resolution 98%


19/26

sop final draft regulations dt 31.10.12.doc 19

Distribution SOP Reporting Formats

Establishment of Call - Centres

SOP - 1

Name of Licensee:

For the 1st/ 2nd Half Year ending: ________

S.No.

Name ofcircle

Total No. ofCallCentres tobeestablished

No. of CallCentrespreviouslyestablished

No. of CallCentresestablishedduring theperiod

Total No. ofCallCentresestablished

Call centresyet to beestablished

No. ofconsumersconnectedwith Callcentres

Total No. ofconsumersin the area

1

2

3

Total

(Signatures with Designation)


20/26



Redressal of Consumer Complaints

SOP2

Name of Licensee:

For the 1st/ 2nd Half Year ending _______

A. Consumer Satisfaction

S. No. Ref no.

of

Sch.- 1

SOP Parameters Complaints

brought

forward

Received

during

period

Total

complai

nts

Redressed

in time

Redress

al in

time (%)

Redressed

beyond

time

Total

complain

ts

redressed

Compla

ints

pending

Total

Redressal

(%)

Target fixed

1 1.1 No current complaint 98%

2 1.2 Overhead Line / Cablebreakdowns

95%

3 1.3 Under ground cable break down 95%4 1.4 Transformer Failure 95%

5 1.5 Scheduled outage 95%

6 2.1 Voltage variations 95%

7 3.1 Routine Testing 95%

8 3.2 Testing/Replacement of Meter 95%

9 4.1 Demand note 95%

10 4.2 Shifting of Meter 95%

11 4.3 Shifting of Service line 95%

12 5.1 Release of new

connection/additional power

95%

13 6.1 Transfer of ownership or change ofcategory

95%

14 7.1 Billing complaint resolution 98%

15 8.1 Disconnection of supply 95%

16 8.2 Refund of security deposit etc. 95%

17 8.2 Issue of no dues certificate 98%


21/26


S. No. Ref no.

of

Sch.- 1


brought

forward

Received

during

period

Total

complai

nts

Redressed

in time

Redress

al in

time (%)

Redressed

beyond

time

Total

complain

ts

redressed

Compla

ints

pending

Total

Redressal

(%)

Target fixed

18 9.1 Restoration disconnectedconsumer

95%

19 10.1 System reliability to avoid heavyfluctuations or short circuiting oflines

95%

B. System Reliability

S. No. Ref no.

of

Sch.- 3


brought

forward

Received

during

period

Total

complai

nts

Redressed

in time

Redress

al in

time (%)

Redressed

beyond

time

Total

complain

tsredressed

Compla

ints

pending

Total

Redressal

(%)

Target

fixed

1 3.3 Correct meters to the total numberof meters in service

95%

2 3.4 Transformers in working conditionto the total number of transformersconnected in service

95%



22/26



Details of Compensation Paid

SOP - 3

Name of Licensee:

For the 1st/ 2nd Half Year ending: ________

S.

No.

Name of

circle

No. of

consumersin thecircle

No. of

complaintsreceivedduring theHalf Year

Compensation

Complaints lodged

Compensation paid

No. ofconsumers

Amount No. ofconsumers

Amount

1

2

3

Total



23/26



Reliability Indices

System Average Interruption Frequency Index (SAIFI)

Separately for Class-1 cities /Urban Areas /Rural areas

SOP - 4

Name of Licensee:

For the 1st/ 2nd Half Year ending ________

S.

No.

Month Ni =Connected

load of ith

feederaffected foreach interruption

Ai = Total

number ofsustainedinterruptions(each longerthan 5minutes) on ithfeeder for themonth

Nt =Total

connectedload at 11kVin Licenseesarea ofsupply(1)

= ( Ai* Ni ) forall 11kVfeedersexcludingagriculturefeeders(2)

SAIFI= (2) /

(1)

Target

specified bytheCommission

1

2

3

4

5

6

Total



24/26



Reliability Indices

System Average Interruption Duration Index (SAIDI)

Separately for Class-I cities /Urban Areas /Rural areas

SoP - 5

Name of Licensee:

For the 1st

/ 2nd

Half Year ending ________

S.No.

Month Ni =Connectedload of ithfeederaffected foreachinterruption

Bi = Total durationof sustainedinterruptions(each longerthan 5 minutes)on ith feeder forthe month

Nt =Totalconnectedload at 11kVin Licenseesarea ofsupply(1)

= ( Bi * Ni ) forall 11kVfeedersexcludingagriculturalfeeders(2)

SAIDI= (2) /(1)

Targetspecifiedby theCommission

12

3

4

5

6

Total



25/26



Reliability Indices

Momentary Average Interruption Frequency Index (MAIFI)

Separately for Class-I cities /Urban Areas /Rural areas

SoP6

Name of Licensee:

For the 1st/ 2nd Half Year ending ________

S.No.

month Ni =Connectedload of ithfeederaffected foreachinterruption

Ci = Totalnumber ofmomentaryinterruptions(each lessthan or equalto 5 minutes)on ith feederfor the month

Nt =Totalconnectedload at 11kVin Licenseesarea of supply(1)

= ( Ci * Ni ) forall 11kVfeedersexcludingagriculturalfeeders(2)

MAIFI= (2) /(1)

Targetspecified bythe Commission

1

2

3

4

5

6

Total



26/26


Model format for registering a complaint

Annexure -I

Name of Complaint Centre:

Name of circle:

Month ________

S.No.

Time &Date ofreceivingcomplaint

Name,Address,contact no.of

complainant

AccountNumber

Nature ofcomplaint

Complaintnumber

Nameof SubDiv &Division

ReferenceGuaranteedStandard

Time & Dateof redressalof complaint

Total timetaken forcomplaintredressal

(inDays/Hrs)

Redressalofgrievance within /

beyondStd time


RERC Draft for Comments

Documents

Transcript of RERC Draft for Comments