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Summer Internship Report




Under the Guidance of:

HOG ( RBG ), North Delhi Power LTD.

Submitted by: AMIT SHARMA

MBA (Power Management)

Affiliated to



I, Amit Sharma, student of MBA (Power Management) at National

Power Training Institute, Faridabad, completed my summer internship
of two months in North Delhi Power Ltd. hereby declare that Summer
Internship Report entitled ROOT CAUSE ANALYSIS OF
work and the same has not been submitted to any other institute for
award of any other degree.

A presentation of the Internship Report was made and the

improvements as suggested by guide were duly incorporated.

Project Guide AMIT SHARMA


I wish to express my sincere and grateful thanks to the people who helped and
extended their support in this endeavor.

I take the opportunity to express my sincere thanks to Mr. Dwijadas Basak,

HOG (RBG), NDPL for his scholarly guidance through the course of the project.
He gave freely of his time and insights to make sure that I got the facts right and
understand what the facts really meant.

I owe a special debt of gratitude to Mr. Ankush Munjal for enabling me to

develop an insight into the project topic through personal consultations. He
encouraged me all the time to think positive and have a right attitude.

Finally, I am highly obliged to Mr. J.S.S. Rao, Director (CAMPS), NPTI, who
gave me opportunity to do summer internship in a pioneer organization like
Table of contents

Executive summary 1

Organization Profile 2-11

Mission & Vision 4

Management Structure 5

SWOT Analysis 6-10

Suggestions & Recommendations 11

Chapter one

General Introduction 12

Impact of Deregulation & Privatisation 13

On billing process

Need for an effective Billing System 14

Guildelines by DERC on Metering & Billing 15-23

Chapter Two

RBG (Revenue Billing Management Group) 24-27

Codes & their Description 28-37

Billing Concepts 38-41

Process wise activities 42-54

Table of Contents (Contd.)

Chapter Three

Project Introduction 55

Focus of study 56

Factors Responsible for Provisional Billing 57-62

Conclusion & Recommendations 63

Bibliography 64

Annexures 65-73

AT & C losses in Indian Power systems are higher than those in the developed countries.
The losses in India are about 20 40 % or even more as against 8 12 % in the developed
countries. Reduction of energy losses in Transmission & Distribution systems has been a
matter of great importance to the Electric power utilities in India with the escalating cost of
energy and the demand exceeding the availability.

The weakest link in the entire power business is the distribution business activity. The
success of any power company rests on the efficiency of the distribution business. The on
going power sector reform in India, has clearly revealed this. Currently the biggest
challenge faced by the distribution companies is the poor realization of revenue and the
corresponding overhead costs to improve collection. While considerable effort, resources
and money have been invested to formulate strategies to improve collection efficiency
these strategies have yielded little results

Experience in many parts of the world demonstrates that it is possible to reduce the losses
in a reasonably short period of time and that such investments have a high internal rate of
return. A clear understanding on the magnitude of technical and commercial losses is the
first step in the direction of reducing AT & C losses. This can be achieved by carrying out
energy audit of power distribution systems & also to implement the effective Billing

The main objective of this project is to determine the root causes of the Provisional Billing
& possible Remedial Measures so that the objectives of the organization can be fulfilled
Which includes to bring out the transparency into the system , better record keeping ,To
reduce the process time ,Generation of the final bill , Improvement in the productivity as
well as the efficiency of the employees & Atlast but not the least improves the reputation
of the Company in the eyes of the consumers .



In July 2002 the DVB was privatized and were divided in three companies namely BSES
Rajdhani, BSES Yamuna & North Delhi power limited. The areas of operation of these
companies are shown in map on net page. North Delhi Power Limited (NDPL, formerly known
as North Northwest Delhi Distribution Company Limited) distributes electricity in the North
areas of Delhi. NDPL is a Joint Venture between Tata Power and Govt. of NCT as a result of
the privatization of electricity distribution in Delhi. Tata Power Company Limited acquired
51% stake in NDPL and took control of the management effective July 1, 2002. NDPL has
above 8.5 lakhs registered consumers with Aggregate Technical & Commercial (AT & C)
losses of around 35%. The NDPL area of distribution in Delhi has been organized into the
following districts of Delhi.

Consumers Sanctioned Energy Billed (2003-2004)

Load( MW)
Category Nos % Mus %

Domestic 666754 78.1% 1076 1504 47.1%

Non Domestic 133294 15.6% 292 642 20.1%
Industrial 45645 5.3% 901 858 26.8%
Public Lighting 5 0.0% 11 48 1.5%
Agriculture 7847 0.9% 46 29 0.9%
Railways 2 0.0% 26 59 1.8%
Others 56 1.8%

Total 853547 100% 2352 3196 100%

NDPL has a peak load of about 850 MW with a daily average energy requirement of
about 15 to 17 MUs and an annual consumption of about 6000 MUs. Only 15% of Delhi's
requirement is met by local generation and is heavily dependent on grid and remote
distant sources. Depending upon the grid conditions, NDPL usually faces an average
peak shortage of about 100 MW, which goes up to 150-200 MWs during summer &
winter peak periods



NORTH AREA City Circle Moti Nagar (MTN)

Keshav Puram (KPM)

Pitampura (PPR)

Town Circle Civil Lines (CVL)

Shakti Nagar (SKN)

Model Town (MDT)

NORTH WEST AREA Urban Circle Shalimar Bagh (SMB)

Badli ( BDL)

Metro Circle Rohini (RHN)

Mangol Puri (MGP)

Suburban Circle Bawana (BWN)

Narela (NRL)



To be the preferred provider of reliable & competitive power to people we serve and are

the favored company to work for.


To deliver quality and cost effective electricity.

To ensure excellence in customer care.

To create a work environment which encourages teamwork learning & innovation.

To meet or exceed all stakeholders expectations.

To enrich quality of life in the society that we operate in.



We deliver error-free services to our customers by doing our jobs right, the first time, and
every time.


Reliable, effective and consumer friendly metering and billing.

Consumer ease to enhance many folds in terms of modes of payments
Computerized and web enabled billing and payment.

Automated Voice Recorded (IVR) complaint redressal system.

Integrated Resource Planning (IRP).
Self-sufficient local generation capacity.
Management Structure - NDPL

Chief Executive Officer

(Mr. A.K.Sardana)

Vigilance and BS, Performance

Intelligence Management Group
& Economics

Project Teams

GM GM CFO, GM DGM (Corporate Head Interna

(Ope (Comm CS & (Corporate Communication & HRM l Audit
ratio ercial) CLO Monitoring Administration)
ns) & Tech.


Bulk Supply

Tariff matters/Comml.Policies,
Legal cases, Billing System,
Improvement & Consumer Center

Energy Audit



Clear corporate vision Still marginal High distribution losses

Lack of willingness to put efforts in work

Management expertise
by DVB employees

Technical expertise Mismanagement of Materials

Need to put more emphasis to replace

HRDI, Training center Rohini
aged equipments
Resistance to learn new
Consumer care centers techniques/methods in DVB
Huge investment capabilities of Tata Power
Current Billing System


Technological advancement Inadequate Transmission capacity

Indian govt. willingness to improve Competition by REL and other

condition of power sector (APDRP fund) companies
Government subsidy support for around 5 Sudden change in regulations and Govt.
years. policies

DSIDC Narela and DSIDC Bawana DVB employees Union

Critical Assessment And Evaluation Of Organisation

SWOT analysis of NDPL has reviewed many areas in which organization has to compete.
An effort to back up above analysis is discussed below.


Clear corporate vision NDPL vision is To be the preferred provider of reliable &

competitive power to people we serve and be the favoured company to work for. The

vision statement is clear & precise. It gives value to both employees and customers. Clear

vision statement is strength for NDPL as it clearly indicates the direction in which the


Management expertise Management of NDPL includes the people who have got huge

experience in the power sector. The competence of any organization mainly depends on

the management of the same. Management expertise is a valuable asset for the company

and is its main strength.

Technical expertise NDPL has got the persons who have vast experience and technical

expertise in the power sector. Technical people of NDPL have worked in reputed

organizations like DVB, BEST, Tata power, BSES & HSEB.

HRDI Rohini NDPL has a training center (HRDI) in Rohini sector 3 and a new

training center at NDPL residential complex, sector 11 Rohini, is almost ready to give

training to employees in technical as well as different fields like IT, Consumer

satisfaction, Management, Labour laws etc. It also trains Contractors to work more

efficiently. Training center has its great contribution in making value employees for the


Consumer care center NDPL has got eleven consumer care centers in eleven districts

to keep database of the consumers and to solve consumer grievances.


Higher distribution losses AT & C losses of NDPL area is about 45%. NDPL should

concentrate on reducing these losses else company may future may face many threats

resulting from this weakness.

Malpractices by some corrupt employees - Still a fraction of employees is involved in

corrupt malpractices like accepting gifts in lieu of some official works. This is spoiling

companys good will among the consumers.

Mismanagement of Material Though NDPL is using ENERGISE software for

maintaining the material and inventory, even then there is huge dissatisfaction among the

field staff regarding to unavailability of material when required. It is observed that

material is available at one District / Zonal office in surplus, and same material is in high

demand in some other Zonal /district office, main reason for this is lack of information

flow and manual accounting of inventory at zonal/ districts level. ENERGISE software is

used in Corporate office or Store at KPM; it is not installed in district and zonal offices.

A proper training on inventory management and operations of ENERGISE should be

arranged at district level and zonal levels.

Aged equipments Breakdown and fluctuations in the NDPL system arises mainly

because of faulty and aged equipments. NDPL has to replace the faulty and aged

equipments to give better quality power to its customers.

Resistance to learn new methods and techniques in DVB employees Some

employees of NDPL who were earlier in DVB are resistant to change with change in time

and technology. They are resistant to use technologies like computers and Internet, which

can make their work easy and time saving. This can be a big problem for the company

when company is planning to bring advance technologies like SCADA in their system.

Current billing system NDPL current billing system is very complex. The overall

process starting from meter reading to sending bills to consumers takes 30 days; even

then bills sent to consumers are not correct, this ultimately give rise to consumer

dissatisfaction. The company may be benefited by making its billing structure simple and

by implementing systems like on the spot billing to reduce the time gap between metering

and sending bill to consumers.


Technological advancement In the time of modernization NDPL can make use of

various technologies like SCADA, HVDS (high voltage distribution system) and LT

ABC (Low Tension Aerial Bunched Cables) to cope up with weakness like theft and


DSIDC Narela and DSIDC Bawana With the orders of Supreme Court all the

industrial units in different parts of Delhi are to be reshifted in DSIDC areas, NDPL is

luckier to have Narela and Bawana DSIDC areas. All the consumers in these regions will

be industrial consumers or bulk consumers. So there is a possibility to earn huge revenues

and profits from these two areas. This opportunity can be utilized by providing

consumers with world-class services and augmenting the existing distribution systems in

these two areas.

Indian govt. willingness to improve condition of power sector Power sector is now

getting attention of India govt. for improving its poor condition. Many subsidies and

loans are been given to different to different states for improving condition of power

sector. NDPL is also getting APDRP fund for improving distribution system of their area.


Inadequate transmission capacity Increasing the distribution capacity will lost its

purpose, if adequate transmission capacity is not available. NDPL success in adding

sufficient capacity to its network depends on the available transmission capacity.

Existence of competitors like REL With open access policies getting clearer in near

future REL and other power utilities can pose a threat in front of NDPL. To cater with the

threat from competitors the only way is to provide consumers with the maximum possible

satisfaction level for there money.

DVB Employees Union As all workers are not alike there are some employees in DVB

scrolls, who are not performing to desired level of performances. DVB employee union

can act as a threat, whenever NDPL wishes to take some action against these kind of

employees. These issues can be sorted out by proper communication of goals, job

responsibilities proper delegation of authorities and regular meetings with Union


Sudden changes in regulations and Govt. policies Any change in policy or

regulations can affect the business of NDPL.


Some suggestions and recommendations for NDPL are: -

i. The company should set and achieve high performance standards particularly with
grant of new connections, load enhancement, meter replacement, billing etc.

ii. Complete Billing system should be streamlined to ensure generation of correct bills
and prompt delivery to consumers doorstep.

iii. Regular energy audit at Distribution transformers should be done to get aware about
the losses on each transformer and thereby, preparing schedule for power cuts and
system improvements to minimize revenue loss on those DTs.

iv. The company should enable prompt and efficient redressal of all the complaints.

v. The company should put in place an officious, expeditious, inexpensive and

simplified alternate Dispute Redressal Mechanism for resolution of consumer
dispute without going to courts.

vi. Efforts should be made to strengthen, augment, upgrade, and refurbish the
distribution system so that avoidable faults/breakdowns are minimized and
reliability of power supplied can be improved.

vii. Measures should be taken to improve quality of power supplied i.e. Minimization
of voltage spurts, persistent low voltages etc. so that the need for stabilizers etc is

viii. Ultimately NDPL should move towards a complete web based system where all
the services can be provided at the click of a mouse button.

ix. Use of LT/LV ABC Cables for reducing hooking, birdage, accidents and hence
improve reliability and quality of distribution networks.

x. Regular Checking and raids by enforcement teams to create a fear against thefts.

xi. Organising Public Awareness Program, and educate them about energy
conservation, power theft elimination and efficient usage of electricity

xii. Affordable Tariff at least for rural areas.

General Introduction
In the face of deregulation , utility companies across the world are charged with the

need to streamline operations , improve financial efficiency ,enhances customer care

& improve overall service delivery. The solution to this stems from the core billing

system. Billing is a core activity for the utility business - it can also be proven that

billing complaints contribute significantly to customer dissatisfaction .The latter ,namely

customer satisfaction, figures high on the post- deregulation agendas of most utility

companies are treated as a stand- alone device where a lot of data is fed manually or in a

discrete manner.

This white paper presents how an integrated approach to billing can

help in streamlining operations ,reduce delays and eliminate manual entry of data.

Integration of the core billing engine with the customer care system, back end ERP

systems and the systems at the sectional offices ( the lowest unit in the organization

hierarchy of a utility company) can help in removing many manual systems and

duplication of effort that are in practice today.

This project presents a case for the application of technology to

transform the utility business to a state-of-the-art, disciplined organization where the

utility employees as well as consumers and various stakeholders would be more

responsible for their activities.It will demonstrates how various core activities of a

utility company can be tied in with the billing system to create a result oriented

environment.The utilities business around the world is changing and moving along a

path that is irreversible.

Impact of Deregulation and privatization on billing process

Deregulation and privatization have hit this segment with increased competition levels

and hence powering the need for efficient processes.In the old , government owned

monopolies , there was a gap between the demand and supply of energy .with supply

Falling short of the demand. This created a situation where anything that was produced

Got sold .Given the fact that customers had no choice , the inefficiencies in the system

Were never put to the test. Today, with privatization improving the supply scenario and

simultaneously bringing competition into the business. Utility companies around the

world need to pull their act together .One major concern surrounding the utilities

(power) business in developing countries is the shortfall between the demand and supply.

An analysis of this issue has traced the problem to the fact that in developing countries

the technical and non-technical ( T& D) losses are as high as 50%.In short, for every

million Kwh units produced, only half a million gets billed. To make matters worse,

The collection efficiency hovers around 50% of the billing amount . Putting these two

facts together, for every million units produced, the cash flow recovery is just for

quarter million units .

In the utility business ,the billing operation forms the core

of efficient customer care and service delivery .In the business a good proportion of

customer complaints can be traced back to billing issues.Customer complaints and

dissatisfaction that arise from wrong billing can seriously affect the reputation and

standing of the company . For the utility company billing represents the bread and

Butter of the business.Even a small percentage of error in billing leads to a high volume

of the wrong bills and consequent losses.

Need for an effective Billing system

An effective billing solution needs to be integrated with various field level activities-
either commercial or financial in order to bring discipline into the system .Often it is
common for utilities companies , government and the citizens to highlight customer care
as the core focus of the utilities business. What they all fail to recognize is that amajor
contributing factor towards customer dissatisfaction is the high tariff rate, which in turn is
directly proportional to the T&F losses in the system.Higher the T&D losses,higher the
tariff rate would be and vice-versa.

The T&D loss can be divided into two parts viz technical loss & non-technical loss.The
technical loss comprises of loss due to resistance of the system whereas the non-technical
loss mainly comprises of theft and misuse of energy.An integrated billing solution can
help in identifying the technical as well as non-technical loss points and can also be used
as a tool to identify the inefficiency points. Here it is important to emphasize the
importance of the integration of the billing system with other components of the
business.In a distribution company the golden triangle solution architecture needs to be

One important component of the integrated system for a utility company is the billing
software. To ensure smooth back-end operations.ERP plays a vital role since the volume
of the business and customer transactions is very high .CRM is important and forms the
third side of the triangle.Section office is the smallest strategic business unit that
interacts with the consumers and all field level physical activities are initiated as well as
monitored from this level.

The consumer billing process ( hereinafter referred to as billing engine) can be placed at
the section level or, at the sub division level or at any of the higher levels in the
system.The billing engine ,placed at any of these locations.We will take the raw data
available from the field and process it to generate the final energy bill that is to be
dispatched to the consumers.

For operational efficiency and cost reduction, the billing system are kept at the divisional
or higher levels.Each of the smallest business units in the system sends the raw data to
this office for mass processing of the bill.

Guidelines by DERC on Metering & Billing


(i) The licensee shall notify Billing and Payment Schedule areawise, Districtwise or
Circlewise as may be decided by the licensee.

(ii) The licensee shall raise the bill for every billing cycle based on actual meter readings.
The bills sent to consumers by the licensee should reflect details e.g. current and last
meter readings, rate, quantity of electricity consumed during the cycle, total amount to be
paid for current consumption and details of past arrears, if any, last date for payment etc.

(iii) Delivery of each bill shall be effected at least 15 days before the last day for payment
of the bill.

(iv) Provisional billing (based on average consumption) shall not be more than one
billing cycle. In case meter is rendered inaccessible for two consecutive billing cycles,
action as per Regulation 18 shall be followed.

Complaint on consumer bills

(i) In case of any complaint, the licensee shall acknowledge the consumers complaint
immediately if received in person or within 7 working days from the date of receipt if
received by post.

(ii) If no additional information is required, the licensee shall resolve consumers

complaint and intimate the result to the consumer within 15 days of receipt of the
complaint. In case, any additional information is required, it shall be resolved and result
intimated to the consumer within 30 days of receipt of the complaint. Till the complaint
on the bill is resolved, the licensee shall, instead of recovering the disputed amount, raise
a provisional bill for the disputed period based on average consumption of last three
consecutive undisputed bills. Amount so recovered shall be subject to final adjustment on
resolution of the complaint.

(iii) In case, the bill is received late and the time available for payment is less than 14

days, the consumer may apply within two working days of receipt of such bill for

extension of due date and the licensee shall extend the due date so as to allow 14 clear

days from the date of communication of grant of such extension.

(iv) In case of complaint regarding non-receipt of bill by the consumer the licensee shall

furnish the duplicate bill immediately with due date for payment extended as above and

no late payment surcharge shall be leviable if the complaint is correct.

Change of occupancy/vacancy of premises

(i) It shall be the responsibility of the owner of the connection to get a special reading

done by the licensee at the time of change of occupancy or on the premises falling vacant.

(ii) The owner/user of the connection may request in writing to the licensee for special

reading at least 30 days in advance of the said vacancy of the premises by the existing

user or change of the occupancy, as the case may be.

(iii) The licensee shall arrange a special reading to be done and deliver the final bill,

including all arrears till the date of billing, at least 7 days before the vacancy of the

premises. The final bill shall also include payment for the period between the date of

special reading and date of vacancy of premises on pro-rata basis.

(iv) Once the final bill is raised, the licensee shall not have any right to recover any

charge(s), other than those in the final bill, for any period prior to the date of such bill.

Payment on self assessment by the consumer

(i) In case of non-receipt of bill the consumer may deposit self assessed bill in the format

prescribed by the licensee for the period for which bill has not been received provided

that it is not less than minimum charges payable for the said period. The licensee shall

not levy any late payment surcharge in the next bill if consumers claim of non-receipt of

bill is correct. The payment so made by the consumer shall be adjusted in the next bill.

(ii) In case of dispute regarding levy of surcharges, the licensee shall settle the dispute

within one billing cycle from the date of protest by the consumer after giving him

opportunity for reply and personal hearing.

Advance payment of anticipated bills by consumer

(i) If a consumer intends to make advance payment of bills, the same shall be accepted
by the licensee, in the format prescribed by the licensee, and the amount so paid shall be
adjusted towards energy and other charges in the next bill. No interest shall be paid on
balance amount lying unadjusted with the licensee.



(i) No installation, other than those, which are specifically exempted, shall be serviced

without a meter and all the requirements as laid down in section 26 of the Electricity Act

shall be complied with.

(ii) In case of new connection/replacement of meter, the consumer, in accordance with

section 26 of the Electricity Act, may himself procure the meter either from the vendors

certified by the licensee, or conforming to licensees technical specifications. The

licensee shall calibrate such meter at consumers cost and seal the meter. Alternatively,

consumer may choose to pay the full cost of the meter provided by the licensee. No meter

rent shall be chargeable in such cases.

(iii) The consumer may install his own check meter of approved make or conforming to

licensees specifications. The licensee may calibrate such meter at consumers cost.

However, check meter reading shall not be used for billing purposes.

(iv) The responsibility of keeping the meter under safe custody shall lie with the

consumer. The licensee may charge appropriate fee for replacing/repairing the meter

parts damaged thereafter.

(v) The licensee shall evolve a format of Meter Particulars Sheet for recording the

particulars of the meters after replacement/installation and a copy of the sheet duly signed

by the authorized signatory of the licensee shall be made available to the consumer under

proper receipt.

(vi) The licensee shall keep a record of meter in the Meter Particulars Sheet while

energising a connection for which the meter has been provided by the consumer.

(vii) During any inspection and before replacing a burnt/defective meter or, on

consumers complaint or suo moto, the licensee shall ensure that the meter is not

tampered/bypassed. The licensee shall check the particulars of the old meter with the

Meter Particulars Sheet. If the meter is found tampered/bypassed/with particulars other

than recorded, the licensee may not replace the burnt/defective meter and may follow the

procedure laid down for booking a case of pilferage of energy in these Regulations.

Reading of meters

(i) The meter shall be read once in every billing cycle. It shall be the duty of licensee

official reading the meter to check the seals and condition of the meter. In case only one

seal is found to be broken, he shall report the matter to concerned higher officer

immediately and action in accordance with Rule 138 of Electricity Rules may be

initiated. In case more than one seal is found to be broken or any other irregularity such

as broken glass, hole in meter body is found, action under the Regulation may be


(ii) The consumer shall extend all facilities to the licensee to read the meter.

(iii) In case, for any reason, meter is not read during any billing cycle the licensee shall

send a provisional bill based on average consumption of last three billing cycles when

readings were taken. Such provisional billing shall not continue for more than 2 billing

cycles at a stretch. The amount so paid shall be adjusted against the bill raised on the

basis of actual meter reading during subsequent billing cycles. Alternatively, if the

consumer furnishes the meter reading(s) himself the billing for that billing cycles(s) shall

be done based on that/those reading(s) subject to adjustment in next billing cycle.

(iv) If the meter is rendered inaccessible on two consecutive meter reading dates, the

licensee shall serve a 7 clear days notice to the consumer under proper receipt, to keep

open the premise for taking meter reading on date & time indicated in the notice. If the

consumer does not comply with the notice, the licensee shall after expiry of the notice

period cut off supply of the consumer for so long as such refusal or failure continues.

(v) When a domestic consumer gives prior information in writing about inaccessibility of

the meter to the licensee due to continued absence from residence, the licensee shall not

send any notice/provisional bill or higher bill provided he pays the minimum charges in

advance for such period. Whenever the meter is made accessible by the consumer for

taking the meter reading, the entire consumption shall be taken as if the consumption was

for the period excluding the intimated period of inaccessibility. This facility shall be

available to the consumer if he has paid upto date dues.

(vi) If the consumer desires to have special reading taken, the same shall be arranged by

the licensee on payment of prescribed fee.

(vii) If the provisional billing continues for more than two billing cycles, a penalty shall

be paid by the licensee.

Testing of meters

(i) The licensee shall conduct periodical inspection/testing and calibration of the meters

as per Rule 57 of Electricity Rules, in the following manner:

(a) Periodicity of meter tests

The licensee shall observe following time schedule for regular meter testing:

Category Interval of testing
NDMC, MES, Railways 6 months
Bulk supply meters (HT) 1 year
LT meters (11kW-100 kW) 3 years
LT meters (upto11 kW) 6 years.
Wherever applicable, CT and PT shall also be tested along with meters.
(b) When the meter is found to be fast beyond limits specified in Rule 57 (1) of the

Electricity Rules, the licensee/consumer, as the case may be, shall replace/rectify the

defective meter within 30 days of testing. The licensee shall adjust/refund the excess

amount collected on account of the said defect, based on percentage error, for a period

not more than 6 months from the date of test and charge the cost of replacement/repair of

the meter in the next bill sent to the consumer.

( c) When the meter is found to be slow beyond permissible limits, as specified in Rule

57 (1) of the Electricity Rules and the consumer does not dispute the accuracy of the test,

the licensee/consumer, as the case may be, shall replace/rectify the defective meter within

30 days of testing. The consumer shall pay the difference due to the defect in the meter at

normal rates, based on percentage error, for a period of not more than 6 months prior to

date of test with due regard being paid to conditions of working, occupancy etc. of the

premises during this period and up to the date on which defective meter is


(d) If the consumer or his representative refuses to sign the test report and pay due

billing charges, the defective meter shall not be replaced/rectified and the licensee shall

approach the designated electrical inspector, who shall test the correctness of the meter

and give results within one month. The decision of the Inspector shall be final and

binding on the licensee as well as the consumer.

(ii) The licensee shall keep record of all such meter tests and submit to the Commission

exception report every six months.

Meter Complaints

(i) Correctness of meter

(a) Should the consumer dispute the accuracy of the meter, he may, upon giving

notice/complaint to that effect and paying prescribed testing fee, have the meter tested by

the licensee.

(b) The licensee shall, within 15 working days of receiving the complaint, carry out

testing of the meter and shall furnish duly authenticated test results to the consumer.

(c) If the meter is found to have error beyond the limits of accuracy as specified in Rule

57 of Electricity Rules, and the meter has not been tested within the meter testing

schedule as prescribed in Regulation 19, the amount of past energy bill shall be adjusted

in accordance with the result of test with respect to the meter readings of the 3 billing

cycles prior to the billing cycle in which dispute has arisen and upto the date of

replacement of meter.

(d) The consumer shall not liable to pay any demand violation charges if the demand

computed on the basis of test results of the meter exceeds his contract demand.

Meter not recording

(a) If the meter is not recording/stuck as reported by the consumer, the licensee shall

check the meter and if found stuck, the meter shall be replaced by the licensee/consumer,

as the case may be, within 30 days of receipt of complaint.

(b) If the meter is not recording/stuck as noticed by the licensee, the licensee shall notify

the consumer. Thereafter, the licensee shall check the meter and if found stuck, the meter

shall be replaced within 30 days.

(c) The consumer shall then be billed on provisional basis on average consumption of

last three billing cycles for a period between the date of last reading and the date of

replacement/repair of the stuck meter.

Burnt meter

In case the meter is found burnt upon inspection by the licensee on consumers complaint
or otherwise
(a) The licensee shall restore connection immediately upon receiving the complaint by

bypassing the burnt meter after ensuring that necessary corrective action at site is taken to

avoid future damage. New meter shall be provided by the licensee/consumer, as the case

may be, within three days.

(b) The licensee shall get the burnt meter removed from site/consumers premises and

test the same. If it is established, based on test results, that meter got burnt due to

technical reasons e.g. voltage fluctuation, transients etc. attributable to system

constraints, the licensee shall bear the cost of meter.

(c) In case upon inspection of the consumers installation and subsequent testing of the

meter, it is established that meter got burnt due to causes attributable to the consumer e.g.

tampering, defect in consumers installation, meter getting wet due to falling of water,

connection of unauthorized load by the consumer etc. the consumer shall bear cost of

new meter in case the original burnt meter was provided by him. In case the meter was

provided by the licensee, the consumer shall pay the cost as under:

If meter was less than 2 years old full cost

Between 2 to 5 years old 75% of the cost
Between 5 years to 8 year 50% of the cost
Between 8 years to 10 years 25% of the cost
More than 10 years no cost

(d) In case the meter is found burnt and there is reason to believe that an official of the

licensee gave a direct connection, pending replacement of meter, a case of direct theft

shall not be booked. Consumers complaint for replacement of burnt meter or the

complaint regarding disruption in supply of energy shall be considered sufficient for this


Billing during the period defective/burnt meter remained at site

(i) The consumer shall be billed (for the period meter remained defective) based on the

estimated energy consumption by taking the consumption pattern of the consumer for the

6 months prior to and 6 months after the period during which the meter remained

defective. The amount already paid by the consumer by way of provisional bills for the

period meter remained non functional or defective, shall be adjusted in this bill.

(ii) In cases where the recorded consumption of past six months prior to the date meter

became defective, is either not available or partially available, the consumption pattern as

obtained from such lesser period along with the above mentioned subsequent six months

pattern shall be deemed sufficient for estimation of consumption.

(iii) In case, the Maximum Demand Indicator (MDI) of the meter at the consumers

installation is found to be faulty or not recording at all (unless tampered), the demand

charges shall be calculated based on billing demand during corresponding months/billing

cycle of previous year, when the meter was functional and recording correctly. In case,

the recorded MDI of corresponding month/billing cycle of past year is also not available,

the highest of the billing demand during 6 months succeeding meter replacement shall be


Revenue Billing Management Group (RBG)


Revenue Billing Process is one of the nine processes of Revenue Commercial

Management. The Revenue Billing Group at NDPL is responsible for the following
Revision of erroneous bills on the basis of complaint received
Assessment billing
The RBG is based at two levels one level at Central Back Office of the RBG and one
level at each of the Districts Offices of NDPL.
The complaints are received by the CCG, on erroneous bills, due to wrong posting of
payments or wrong reading of meters.
The bill revision activities include the following:
Receiving the necessary communication from CCG on the complaints
Issue site verification advice for those cases where an additional meter reading or
other details are required for revising the bill
Prepare and authenticate the JE adjustments prepared in the correction process
Send corrected information for bill generation
The process manual has been divided into following sections
1. Organization Structure
2. Bill Modification Process
3. Infrastructure Requirements
4. Technological Requirements
5. MIS and Reports
6. Annexure

The process has been designed to achieve speed, accuracy and uniformity in resolving
consumers billing complaints and to achieve our Mission to ensure excellence in
Customer care.

People: -

High Level organization chart

SM / MGR. - 1

PS - 1


Pre-Audit - AM/EXE/OFF. -7 CELL **
Post-Audit - AM/EXE/OFF. - 2

RBG MGR. (HRB) - 1 RBG MGR. (HCB) - 1

OA - 10 * OA - 20 *


Bill Revision Team at Each District 5
(total 60)

Desk Wise Process Organization structure

HOG (RBG) Internal Audit Desk

Central Back Office

Billing Team at Districts

HOG(R & C) D1 D2 D3 D4 D5 D6 D7 D8 D9 D10 D11


Assessment Bill
Billing Desk QC
Desk Bill Revision Team

Desk Bill
(Outsourced) Modification

Infrastructure Requirement:

At District Back office: - All the people working in RBG district office will have
seating arrangement at one place. There will be a store for keeping the papers and other
record near RBG back office. Every one will be having a separate desk with a personal
computer. The RBG district back office will have a photocopier, a laser printer and a line

At Central back office: - Every employee working in RBG central back office at any
desk will have a personal computer. There will be a common photocopier, a laser printer
and a line printer available at the central back office.

Technology: -

RBG Central back office and RBG district back office will be linked with a common
complaint tracking module. This software will have an option of updating status and
making necessary notes against a particular message form/ complaint. All the users will
have option to view the remarks & notes entered by other users and will also have option
to add their own remarks. This software will be linked to the billing system and the user
of the software will be able to view all the data available against a consumer in all the
software database of the company. The software will also have reports and MIS facility
which will extract the number of message forms along with their status.

In addition to the above mentioned tracking module software the central back office users
will also have the access to Billing System for modifying the records in the system.

Codes & Description

Connection Related Information

1. KNO: - It is a connection Number allotted to the particular connection. It is unique for
every connection. KNO is an 11 digit numerical field. Following is the
codification of KNO

I.First Digit in the KNO represents Circle Code.

II.Second Digit represents District Code.
III.Third and fourth Digit represents Zone code.
IV. Fifth Digit is a Buffer digit (It was used for those cases where two or more same
KNO were found in the same zone at the time of migration from old DVB system.
Currently it is zero for all new allotted connections).
V. Last 6 digits represent the connection number allotted to connection.

Example: 44400123456= Circle 4 - District 4 - Zone 40 - Buffer 0 - connection number


2. Circle Code: - Following are the circle codes used

Code Circle Name

3 North
4 North West

3. District Code: - Following district codes are used

North Circle (Circle Code 3) Northwest Circle (Circle Code 4 )

District Code District Name District Code District Name
1 Civil Lines 1 Bawana
2 Lawrence Road 2 Mangolpuri
3 Moti Nagar 3 Narela
4 Pitampura 4 Rohini
5 Shakti Nagar 5 Shalimarbagh
9 SPD : Single Point 6 Badli

4. Zone Code: - Following are the zone codes

Circle District New Old Zone Zone name

Code Code Zone Code
3 1 20 411 TIMAR PUR, UNIV. AREA
3 1 50 414 BURARI
3 2 10 501 LAWRANCE ROAD
3 2 40 520 TRI NAGAR
3 3 10 301 RAMA ROAD
3 3 20 302 PAYAL
3 4 10 508 KU BLOCK
3 4 20 510 2190 BAGH, SHAKUR BASTI
3 4 30 530 3945AR
3 5 10 401 BAHARGARH
3 5 30 422 SAHAZADA BAGH
3 5 50 424 SINDHRA KALA
3 9 2 505 sb-1 (Shalimar Bagh-1)
3 9 4 507 sb-2 (Shalimar Bagh-2)
3 9 14 413 cl-1 (Civil Lines-1)
3 9 15 414 SPD BILLING
3 9 62 513 bw-1 (Bawana-1)
3 9 63 516 bw-2 (Bawana-2)
3 9 71 515 mp-1 (Mangolpuri-1)
3 9 72 518 mp-2 (Mangolpuri-2)
3 9 73 519 mp-3 (Mangolpuri-3)
3 9 81 511 nl-1 (Narela-1)
3 9 82 514 nl-2 (Narela-2)
3 9 91 551 rh-1 (Rohini-1)
4 1 10 512 Bawana (PUNJAB, JAT KHORE..)
4 1 20 513 Karala (JAUNTI, TATESHAR..)
4 1 30 516 Praladhpur

4 2 30 519 SEC. 20 ROHINI
4 2 40 015 518+519 (ZONE) POOTHKULAI
4 3 10 511 ALIPUR
4 3 20 514 NARELA
4 3 30 517 BAKHTARPUR
4 4 10 551 SEC 1,2,3,4 AVNTK.,MONGOL PUR
4 4 20 561 SECTOR 5,6
4 4 30 571 SEC 7-14,23-25,NAHAPUR,RITHALA
4 4 40 581 SEC 15-19,BADLI
4 4 50 507 Prashant Vihar
4 4 60 515 Sector 9
4 5 10 503 ADARSH NAGAR
4 5 20 505 JAHANGIR PURI
4 5 30 506 SHALIMAR BAGH
4 5 40 507 SAMAIPUR
4 6 10 516 Praladhpur
4 6 20 581 SEC 15-19,BADLI
4 6 30 507 SAMAIPUR

5. Name of the Consumer: -Three fields are provided in system for consumer name
i.e. First Name, Middle Name and Surname. Currently the data is not having
proper bifurcation on the basis of these three fields. Even in the new connection
cases it depends on the user how the name is entered at the time of giving new
connection or entering the application for new connection.

6. Address of the Consumer: - There are 4 fields for Address in SYSTEM,

Address 1, Address 2, city and PIN Code. How an address will appear for the
KNO depends how it has been entered at the time of new connection or at the
time of migration from DVB system.

7. Connection Type: - There can be following three types of connection

Code Description
P Permanent
T Temporary
A Provisional (Adhoc)

8. Consumer category: - There are four categories of consumers. As the tariff is

different for various categories it is very important factor for billing. (Tariff is
applied considering consumer category, supply type, consumer type, and misuse

Code Description Code Description
AG Agriculture IN Industrial
DM Domestic ND Non Domestic

9. Consumer Type: -Connection is divided on the basis of following consumer

types. Consumer Type is helpful to ascertain different schemes and rebates given
to a particular type of consumer like lower rates for staff etc

Code Consumer Type Consumer Code Consumer Type Consumer

Description Type Description Type

CG CGHS with multiple slabs GOVT DV DVB Non-Govt

CP CPWD GOVT DZ Dominos Pizza Non-Govt
CT Court GOVT EM Embassy Non-Govt
CGHS without multiple Dummy for MRG for bill
CW slab benefit GOVT ZZ printing of exceptional cases Non-Govt
DA Delhi Administration GOVT ET Establishment Non-Govt
DD DDA GOVT FO Fire Office Non-Govt
DF DEFENCE GOVT IC Idea Cellular Non-Govt
DJ Delhi Jal Board GOVT IG Indrapastha Gas Limited Non-Govt
DP Delhi Police GOVT IL ICICI Bank Ltd. Non-Govt
Major Temporary
DT Delhi Transport Corporation GOVT MC Construction Non-Govt
ES E.S.I. GOVT MS McDonalds Non-Govt
GC Central Goverment GOVT NB NDPL Buildings Non-Govt
GH Govt. Hospital GOVT OT Others Non-Govt
GQ Govt. Quarters GOVT PH Pvt. Hospital Non-Govt
GS Govt. School GOVT PR Private Premises Non-Govt
GT Govt. GOVT PS Public School Non-Govt
GU Public Sector GOVT PW Place of Worship Non-Govt
MD MCD GOVT RC Reliance Communications Non-Govt
Mahanagar Telephone Temporary entry for Govt
MT Nigam Ltd. GOVT XX Arrs Freezing Non-Govt
MY Mother Dairy GOVT RI Residential Individual Non-Govt
RY Railways GOVT SG Semi Govt. Non-Govt
TT Tata Teleservices GOVT SP Shop Non-Govt
WD Public Works Department GOVT ST DVB Staff Non-Govt

10. Connection Status: - Following codes are used for different status of connection

Connection Description Connection Description

Code Code
TD Temporary OK OK
DW Disconnection with Dues NU Not in Use
TS Temporary Suspension IR Illegal reconnection
DP DW pending EP Energisation Pending
PD Permanent BP Energized, Book

Disconnection Allotment Pending
TP TD pending TL Transferred to LIP
PP PD Pending UN Unknown
SB Stop Further Bill FL Failure
PM MRO Generated SM Pending for Stop Bill/
MRO Generation
11. Regular Supply Type: - Following codes are used for different types of
supply where no misuse is reported

Consumer Supply Tariff

Category Code Supply Type Description Used
Agriculture (AG) AF For Mushroom Agriculture (AG)
Agriculture (AG) AP Agriculture Power Agriculture (AG)
Domestic (DM) DC For Defence Disabled Domestic (DM)
Domestic (DM) DL Domestic Light Domestic (DM)
Domestic (DM) DP Domestic Power Domestic (DM)
Domestic (DM) DX Domestic Mix Domestic (DM)
Domestic (DM) FH Farm House Domestic (DM)
Domestic (DM) JF Jhuggi Jhopdi Fix Charges Domestic (DM)
Domestic (DM) NB NDPL Buildings Domestic (DM)
Domestic (DM) NH Pump Load for Housing Society Domestic (DM)
Domestic (DM) P1 Plot wise connection up to 50 sq yard Domestic (DM)
Domestic (DM) P2 Plot wise connection from 51 to 100 sq yard Domestic (DM)
Domestic (DM) P3 Plot wise connection from 101 to 150 sq yard Domestic (DM)
Domestic (DM) P4 Plot wise Connection from 151 to 200 sq yard Domestic (DM)
Domestic (DM) PD Provisional Domestic Domestic (DM)
Domestic (DM) S1 DVB Employee Scale < 1200-2190 Domestic (DM)
Domestic (DM) S2 1200-2190 <= DVB Employee Scale <=2200-4100 Domestic (DM)
Domestic (DM) S3 DVB Employee Scale > 2200-4190 Domestic (DM)
Non Domestic
(ND) ML Govt. Hospital/Dispensary Light Domestic (DM)
Non Domestic
(ND) MP Places of Worship Domestic (DM)
Non Domestic
(ND) MX Govt. Hospital/Dispensary Mix Domestic (DM)
Agriculture (AG) IC Continuous Confirming Area Industrial (IN)
Agriculture (AG) IL Non-Continuous Confirming Area Industrial Light Industrial (IN)
Domestic (DM) IP Non-Continuous Confirming Area Industrial Power Industrial (IN)
Domestic (DM) IX Non-Continuous Confirming Area Industrial Mix Industrial (IN)
Industrial (IN) PI Provisional Industrial Industrial (IN)
Industrial (IN) NL Non-Domestic Light Non Domestic (ND)
Industrial (IN) NP Non-Domestic Power Non Domestic (ND)
Industrial (IN) NX Non-Domestic Mix Non Domestic (ND)
Industrial (IN) PN Provisional Non-Domestic Non Domestic (ND)

12. Misuse Supply Type: -Following codes are used for supply type where
misuse is reported.

Consumer Supply Tariff

Category Code Supply Type Description Used
Industrial (IN) AQ Misuse Industrial Power Industrial (IN)
Non Domestic
(ND) AS Misuse Industrial Power Industrial (IN)
Non Domestic
(ND) DQ Misuse Industrial Power Industrial (IN)
Agriculture (AG) DS Misuse Industrial Power Industrial (IN)
Agriculture (AG) IQ Misuse sub-letting Non Cont Industrial (IN)
Domestic (DM) IS Misuse sub-letting Non Cont Industrial (IN)
Domestic (DM) NM Misuse Industrial Power Industrial (IN)
Industrial (IN) NQ Misuse Industrial Power Industrial (IN)
Industrial (IN) AD Misuse Domestic Power Non Domestic (ND)
Industrial (IN) AM Misuse Non Domestic Power Non Domestic (ND)
Non Domestic
(ND) DM Misuse Non Domestic Non Domestic (ND)
Non Domestic
(ND) DZ Misuse Non Domestic Non Domestic (ND)
Non Domestic
(ND) ID Misuse Domestic Power Non Domestic (ND)
Non Domestic
(ND) IM Misuse Non Domestic Non Domestic (ND)
Non Domestic
(ND) NF Misuse Non Domestic Non Domestic (ND)

14. Energisation Date: -This is the date when a connection has been energized. It is
also required to be entered at the time of new connection.

15. Sanctioned Load: - (AS Described in Policy). Sanctioned load is entered at the
time of giving connection and can be changed if any load is increased or
decreased afterward. Entry of Sanction Load is must. So every connection must
have a sanctioned load.

16. Connected Load: - AS described in policy.

17. Declared Load: - AS described in Policy.

18. Assumed Load: - AS declared in Policy.

19. Misuse Flag: - There can be any of the following two values in Misuse flag

Yes Misuse has been reported

NO There is no reported misuse

Misuse/Unauthorized Use: - AS defined in Policy.

Meter Related Codes & Description

20. Active Meter: - Active Meter number is the meter against which billing is being
done i.e. the meter at site through which supply is being given. (SYSTEM shows
active meter even for those cases where meter has been changed at site but
particulars are not entered. So in those cases even though actual meter is different
at site SYSTEM shows the old meter number as active meter till the particulars of
new meter are entered.)

21. Removed Meter: -A meter which has been removed from site and whose
removal particulars are entered is shown as Removed meter.

22. Meter Serial Number: - There can be either 1 or 3 as Meter serial number.
1 represent that it is a single phase meter and 3 represent that a poly phase
meter is installed for the connection.

23. Number of Meters: - There will always be one active meter for a connection.
But there can be more than 1 removed meters for a connection.

24. Meter Status Code: - Following Codes are used in SYSTEM for showing status of
the Active Meter

Meter Status Description Meter Status Code Description






25. Meter Type: - Meter can be any of the following type

Meter Type Code Description Meter Type Code Description
O Ordinary Single P Poly phase Meter
C C.T Meter V Trivector Meter
E Embassy S Staff
N NIL (Private Meter)

26. Meter Remark: - Currently following Meter remarks are being used for entry of
meter reading. These remarks are linked to billing as the bill base is decided on
the basis of meter reading remark
Meter Meter
Remark Bill Printing Description Remark Bill Printing Description
BYPASS MISUSE (Direct connection
BOX SEAL BROKEN ( Meter box installed



27. Book Number: - Meter Reading Book number is of 5 digits. First Digit
Represent circle code, second digit represents district code, third digit represents
cycle, and last two digits represent the book number sequence.

Currently some connections in North Circle have shifted to DT wise billing

(Distribution transformer). DT is a 7 digit number. First six digits are
transformer number and the seventh digit is either 1 or 2, 1 represents that the
connection is SIP and 2 represents Non SIP connection.

Originally the meter reading books were alphanumeric numbers like (Z-017)
which were changed to 5 digit meter book numbers and now are being changed to
DT number. (For OLD Book number to New book Number see Annexure 1)

28. Multiplying Factor (MF) : - Multiplying factor is the factor by which consumption
shown in the meter is multiplied for getting the actual consumption. Every meter has a
multiplying factor. The multiplying factor is a 5 digit numerical field which is used as per
following formula

Multiplying factor: First three digits/last two digits

E.g. MF 01001 means 010/01 i.e. 10:1 i.e. consumption shown by meter will be
multiplied by 10 & divided by one.
Billing Codes & Description
29. Bill Type: A Bill can be any type out of the following mentioned

Bill Type Code Description Bill Type Code Description

N Normal D Adjusted
J Adjusted (SF) A Average/Provisional
F Meter Faulty S Provisional (SF)
L Final U Up to Date
C Meter Change M Dummy From
Provisional Migration
T Bills in TD/NU

30. Bill Status: There can be any of the following status of the bill

Code Description Code Description


31. Bill Number: - Every Bill is given an auto generated number by SYSTEM. The
bill number is a 10 digit numerical field. First & second digit represent year, third
and fourth digit represent month and last six digits are the auto generated bill
number sequence for that month.

32. Installment Bill Status: - There can be any of the following status of an installment

Code Description

Payment Codes and Description
33. Mode of Payment: - There are following three mode of payment

Code Description
C Cash
D Demand Draft
Q Cheque

34. Receipt Number: - Receipt number is an auto generated number in a sequence

given for every payment received. There is no set pattern. It is sequential number
which is one after one.

35. Receipt Status: - There can be any of the following three status of payment

Code Description
C Cancel
R Rejected

Journal Entry / Adjustment Codes and Description

36. Journal Entry (JE) Type: - JE is abbreviation of Journal Entry. It is an
adjustment for bill amount for a connection. A JE can be either a debit JE or a
Credit JE. Credit JE will reduce the amount receivable for the consumer whereas
Debit JE will increase the amount receivable for a KNO.

37. JE Number: - JE number is an auto generated sequential number. The number is

generated circle wise.

38. JE Codes: - Following is the list of codes which are to be given for entering any
credit or debit JE. Every code has a different purpose assigned to it. The most
suitable code should be chosen while entering the Direct JE on the basis of reason
for which JE is entered

39. Journal Entry Status: - There can be any of the following three statuses for a JE

Status Description
Initiated Journal entry has been entered but not verified
Authorized Journal Entry has been Entered and verified but the effect has not till been
given in the arrears of connection

Accounted For Journal Entry has been entered & verified And its effect has already given to
the connection arrears by way of debit or credit ( increase or decrease)

Billing Concepts

1. Demand Note: - A Demand note is a non energy bill raised for a specific purpose
as per the rates set from time to time for different purposes like demand note for
site verification, demand note for consumption deposit etc

2. Energy Bill: - Energy bill is the bill raised for consumption of electricity for a
connection. It is based on usage of power/electricity and the respective tariff as
per the consumer type, connection type & supply type. It can be a first bill,
regular bill, final bill, up to date bill or a one time bill (for short term connection).

3. Bill Preparation: - For preparing any electricity/energy bill following

information is required
i) Basic consumer information like load/ category of use etc
ii) Readings
iii) Tariff
iv) Any adjustment or journal entry
v) Payments made

3.1 Basic Consumer Information: - This information is provided at the time of

connection and also at the time of change in any attributes. (For details see Codes
& Description part)

3.2 Readings for Regular Bill: - Reading brought by agency is uploaded

through software or entered in DEBS manually. Once reading is verified it is
taken as reading for bill preparation for the connection.

3.3 Final Bill Reading: - For final bill reading is taken from Meter removal
particulars. No verification of reading is required in this case.

3.4 Adjustment / Journal Entry: - While preparing bill only those JE are
considered which have status as authorized.

4. Bill Components: - Following are the major Components of Bill

i) Bill Type: -
Normal Bill is on reading.
Provisional bill is raised if reading is not available or meter is suspected
Adjusted bill is raised after provisional bill.

ii) Units Billed: -In case of Normal /Adjusted Bill, units billed means
Consumption recorded by meter between previous good reading and new reading

In case of Provisional Bill (Normal Meter), units billed means Average units of
previous six cycles.

In Faulty / Provisional bill, unit billed higher of

a) Average units of previous six cycles.
b) Consumption recorded by meter between previous reading and new

iii) Slab: - Slab means billing period in months. Billing Period is the period between
bill start date and bill end date.
Bill Start Date depends on Bill Type
In case of Normal / Adjusted Bill, bill start date is Last Good Reading Date.
In all other bills last Reading Date is the bill start date.

Bill End Date is the new Reading Date.

For calculating billing period all Completed Calendar Months are taken as complete
slab. The Remaining days / 31 added to slab for fractional part.
03-Feb-2004 to 10-Apr-2004
03-Feb-2004 to 03-Apr-2004 = 2 months
03-Apr-2004 to 10-Apr-2004 = 7 days / 31 = 0.23
Total Slab = 2 + 0.23 = 2.23

(iv) Energy Charges: - In case of Flat rate tariff the energy charges are calculated
E Charges = Rate*units

In case of slab rate tariff the energy charges are calculated as per following:

Slab Units are defined per month. Therefore Units group are increased / decreased
as per billing period. Total Charges is calculated as sum of individual charges for
each group. For Example

Slab = 2.23 Calculations would be done as

Units to be billed = 800 0 223 @ 1.75 = 223
Slabs as per tariff @ 1.75 = 390.25
0-100 (@ 1.75) 224 446 @ 2.35 =
101-200 (@ 2.35) 223 @ 2.35 = 524.05
201-400 (@ 3.25) 447 892 @ 3.25 =
401 onwards (@3.85 354 @ 3.25 = 1150.50
Total E. Charges = 390.25+ 524.05+
1150.50 = 2064.80

v) Electricity Tax: - Electricity tax is calculated as 5% of energy charges.

vi) Fixed Charges: - Fixed charges are Calculated as

Rate * Slab * Sanctioned Load

E.g. 10 * 2.23 * 3 (if sanctioned load is 2.5 KW)

vii) LPF Penalty: - LPF Penalty is Calculated as

Rate * (E.. Charges + Fixed Charges + Minimum Charges)
E.g. 20/100 * (1200 + 12 + 0)

viii) FPCA (Fuel and Cost Purchase Adjustment):- It is calculated as

Rate * Units Billed

(Currently there is no FPCA)

ix) Minimum Charges

a. This is calculated if Minimum guarantees Charges are not covered by E.
Charges and FPCA.
b. Minimum guarantee Charges are calculated as Rate * Slab * Max. Load

(In the current tariff there are no minimum charges)

x) Meter Rent :- It is calculated as following

a. Rate * Slab (slab means Billing period in month)
b. For meter rent Slab is always from Last Reading date. ( It is immaterial
whether last meter reading was OK or not)

xi) Normative: - Normative is a penalty for using power more than Sanctioned limits
Rate * (E. Charges for excess units consumed)
i. If Sanctioned units are 300 and Consumer has used 400 units then
Normative will be for extra 100 units consumed.

xii) Subsidy
a. Subsidy is given to Consumers who are consuming less power.
b. Subsidy is calculated in same manner as Energy Charges.
c. This is deducted from Consumers bill.

xiii) Rebate
a. Rebate is given to consumers based on consumption / Current Demand
b. SPD Contractors been given rebate on consumption as well as on Current
c. Defence Disabled category being given rebate on units.
SPD means single point delivery.

(xiv) Refund: - It is also known as Computer Refund. It is given to Consumers

whose previous bill(s) were provisionally raised and current bill is being generated on
reading. All components are refunded incl. Subsidy, only Meter Rent is not refunded.

5. Journal Entry Adjustment: - All Journal Entries having status authorized are
accounted for in next bill. There can be n number of JEs accounted for in
Bill.(even for the same code). Same Code JEs are grouped together and shown as
one entity. Up to 3 JEs are shown on the bill.

6. Arrears: - Arrears are calculated as Previous Bill Demand Payment Received
against previous Bill. Late Payment Surcharge (LPSC) is levied if Previous Bill is
not paid or partially paid. LPSC is not levied on LPSC amount. In Part Payment
Cases if payment made is more than Current Demand of previous bill, then LPSC
is levied on Balance Principal Amount. Otherwise LPSC is levied on whole
principal amount.
For Example
If Previous Bill Demand = 4000
Previous Bill LPSC = 1000
Current Demand = 1500
If Payment Made = 2000 then LPSC will be levied on 3000 2000 =
1000 only
IF Payment Made = 1000 then LPSC will be levied on full 3000.

Arrear = Principal + LPSC

7. Current Demand: - Current demand is calculated as

Current demand = Energy charges + E Tax + Fixed Charges + Normative + LPF Penalty
+ Meter Rent

8. Bill Amount: - It is calculated as

Bill Amount = Arrears + Current Demand Refund +/- JE amount Subsidy


9. Exception to Normal Bills: -

a. In case of TD Cases, billing done for 6 months if consumption is not


b. MC Remark If Remark Brought by Meter Reader/agency is MC and

Meter Change Particulars have not been fed in system.

If MC remark is already brought in and meter particulars are still awaited,

then bill will be raised on units difference between current reading and
previous reading (if available). If any of reading is not available bill be
raised on Average Consumption.

In case Meter Particulars have been fed in System then Units Billed are
calculated as:
i) Old Meter Consumption + New Meter Consumption (if Meter
Change is Normal)
ii) Average Consumption for Old Meter + New Meter Consumption
(If Old Meter was Faulty)
c. In case of First Bill, Energisation Date /Reading are taken as previous
reading date/ Reading.

Process Wise Activities

Activities in System
SNO Process Activity
Duplicate Bill Printing
1 There is an option of taking duplicate bill printing. Duplicate Bill can be printed any
Care Group
number of times i.e. there is no limitation for taking duplicate bill for a KNO.

Category change

2 Management On application and payment of demand note the category of the consumer can be
Group changed. From the date of change of category the consumer will be charged as per the
tariff applicable to the new category.

Load change
On application and payment of demand note the load of the consumer can be changed
3 Management
after checking the feasibility of load. The fixed charge component of the bill will be
changed from the date of load change as it is linked to the sanctioned load.

Direct Change in Consumer and Meter Information

4 Management A Kno information can be changed in System like name, address & meter change directly
Group in System without application of consumer

Attribute Change (Load/Billing Address/Name/Category/Supply Type

5 Management Details of change required for a KNO are to be entered and an Application number is
Group generated automatically.

Legal Notice Printing for name change

In case a consumer applies for name change a legal notice is generated in the name of
6 Management
existing consumer which gives notice to consumer whether he has any objection for name
change or note.

Sanctioning of New Connection/ Attribute Change Request

7 Management Once all the details and inspection has been entered and demand note has been paid, the
Group New connection/Attribute change is sanctioned

Enter Meter details in case of new connection/Energisation
8 Management In case of new connection and Energisation of the connection the meter details are
Group entered giving details of meter, type of meter, initial reading, and multiplying factor.

Application for Reconnection

An application for reconnection can either be made for Temporary disconnection or
9 Management
permanent disconnection or disconnection with dues. KNO details are entered and an
application number is generated automatically

Extension of Temporary Connection

10 Management A temporary connection sanctioned earlier for a period can be extended further for a
Group maximum period of six month at a time.

Consumer Information Change-Name change & Address Change

11 Management A Kno information can be changed in System like name & address change on application
Group of the consumer

Name Change Decision Based on Legal Notice

12 Management In case there is no representation or objection against the legal notice sent for name
Group change application, name can be changed

Rejection of New Connection Applications

13 Management
Application for new connection can be rejected

Verify/Set OK the Suspected Faulty Meter Cases

After payment of demand note for site inspection and entry of inspection report the
14 Management
connection can be set as OK. In this case an adjusted bill will be issued giving provisional
refund and from next bill onward normal bills will be generated on consumption basis

Enter remarks on the faulty meter cases received from zone

15 Management Faulty meter remark is entered if a meter is found faulty on inspection. The bill generated
Group will be provisional till remark is not set as OK or meter is changed.

Request for Meter Change

In case of request of a meter change from a consumer, the request is entered in the
Meter system and an application number is generated. Along with the request it is also to be
16 Management defined whether a demand note is required for the meter change or not. In case demand
Group note is to be generated the demand note amount is filled and a demand note is printed. In
those cases where demand note generated the meter can be changed only after the
demand note is paid by consumer.

Meter change Effect

Meter In case a meter is changed for a connection the details of old meter removed and new
17 Management meter installed are entered against a KNO. Once meter change details are entered the
Group next bill be either adjusted ( if the previous bill was provisional because of MC remark) or
normal ( if there was no provisional bill)

Faulty Meter Cases Pending for Zone Verification

18 Management A list of all the cases for which application has been received & demand note has been
Group paid but inspection is pending is displayed

Marking to Zone for Verification in case of Faulty Meter

19 Management Once consumer has paid demand note for inspection regarding faulty meter the accepted
Group application is marked for inspection

Enter report of site verification

20 Management
Site verification report is entered giving details of meter, status of meter and reading

Enter the Meter change details for meters changed at Zone without application.
21 Management
In case of meter change without consumer application meter change details is entered

To print all reports between two specific dates to be sent to Zone For Verification of Faulty
22 Management
A report can be prepared for all those applications where demand note has been paid by
consumer for faulty meter inspection between two periods and can be sent for verification

Entry/Printing of Report for Suspected Meter Faulty Cases

23 Management
The site inspection report is to be entered with the details of the person who inspected the
site, status of the meter
Inspection Details Received from Zone/Marking for Sanctioning
24 Management
In case of new connection or load enhancement the details of inspection are entered in

System for sanctioning of new connection or load enhancement

Request for Meter Testing

25 Management An application is generated for those cases where the consumer has come for request of
Group meter testing a demand note is required to be generated for inspection.

Printing of Multiple MRO's

26 Management
MRO can be printed in more than one KNO at a time

LPF Reporting

In case of non domestic connection shunt capacitor is required to be installed. In case the
meter reader or the inspecting authority reports that the shunt capacitor is not working
Meter reading
27 properly or the shunt capacitor is not installed. Based on the report of meter reader or
inspecting authority a KNO can be marked as misuse (LPF) reported. In the next bill there
will be a remark of misuse reported but the bill be normal.
"LPF" stands for Low power factor

LPF Flag Removal / Setting

In case of non domestic connection where the inspection shows that there is no shunt
capacitor or improper shunt capacitor, and the verification also proves the same LPF Flag
Meter reading
28 is set. From the next bill a penalty will be levied for LPF flag
If after verification and payment of demand note it is verified that shunt capacitor is there
and working properly LPF flag is removed and thereby from next bill LPF penalty will not
be levied

Canceling a reading for which a bill is already generated or Provisional/ Average reading
Meter reading
29 A reading can be entered even if a bill has been generated. The reading can be either
consumer brought or a direct reading entry. In case of consumer brought reading the
revised bill is provisional and in case of direct reading entry it is normal.

Enter the special reading(up to date) for an application

Meter reading
30 In case a consumer requires up to date bill a special reading is taken and up to date bill is

New Book No from old Book No and vice- versa

Meter reading
Group New Book No can be traced from old Book No and vice- versa

Regular reading entries
Meter reading
Group Individual readings can be entered

To correct meter reading before verification

Meter reading
33 After entering meter readings but before it is verified the reading can be corrected. The bill
will be generated on the basis of corrected reading once it is verified

Mark some or all books of a Meter reader as not read

Meter reading IF reading of a particular KNO or all Kno in a book has not been or cannot be taken the
Group said book or Kno can be marked as not read for bill generation. IN this case Average bill
will be generated

Change the Book No of a Consumer

Meter reading
35 A consumer falling under one book can be changed to another book for meter reading

Enter a new Book in a particular Cycle

Meter reading
36 Books are allotted in different cycles for the purpose of bill generation. A book can be
added or deleted from a particular cycle

Enter reading directly or corrected where wrong/average/provisional reading

Meter reading A reading can be changed even if a bill has been generated. The reading can be either
Group consumer brought or a direct reading entry. In case of consumer brought reading the
revised bill is provisional and in case of direct reading entry it is normal

Enter the final reading in case of Temporary Connection after its Due Date

Meter reading In case of Temporary connection after the period of connection is over and meter is
Group removed final reading is entered

Prepare reading schedule chart for a month

Meter reading
Group The schedule of reading can be prepared for a month through system

Print a Book for a Cycle

Meter reading
Book can be printed for a Cycle which will give all the KNOs which are to be read and
billed in that cycle

Enter meter readings in case of special reading
Meter reading
41 In case a consumer wants to get the bill on special reading, reading on the base of site
verification is entered and a bill can be generated

Allocate a book for new connections & print Book sheet

Meter reading
42 After sanction of new connection a book number or DT is allotted to it & meter book is
printed so that reading and billing can be started for the new connection

Inspection Report Printing for verification of Suspected Misuse

43 Discipline Site inspection verification slip is printed once the consumer has paid the demand note for
Group verification of Suspected faulty or misuse

Misuse/ Unauthorized Use Reporting

Misuse is either reported by Meter reader or other inspecting authority. Based on the
report in next bill misuse reported remark is given
44 Discipline
"Misuse or Unauthorized Use": It means the act of using the electricity for a purpose for
which the tariff specified is higher than the purpose for which the connection was

Misuse Legal Notice Printing

45 Discipline Once misuse is reported a legal notice is printed for giving opportunity to the consumer for
Group proving otherwise

Misuse Verification Detail Entry

After misuse reporting if the consumer does not contradict or even if consumer contradicts
Revenue but it is proved that misuse is there. Misuse can be levied by giving date from which
46 Discipline misuse has to be levied. While entering details of Misuse date, tariff applicable and supply
Group type are to be mentioned. The misuse can be either verified or rejected. If a KNO is set
with Misuse Flag it will be charged as 1.5 times of higher tariff as per the details entered.
But in case IP/IS misuse type 1.5 times condition is not applicable

Removal of Misuse flag

Revenue If in site verification it is verified that there is no misuse by consumer, misuse flag can be
47 Discipline removed. The date of misuse removal is to be mentioned. Once misuse flag is removed
Group the bills from next cycle will be generated be normal bills with applicable tariff of the
connection type.

Misuse Removal without applications (for pending cases)
48 Discipline
Misuse can be removed by competent authority even without payment of demand note

Verify illegal connection and JE generation against a consumer

In those cases where the connection status has been set as illegal reconnection at the
time of entry of reading, a JE is generated for penalty to be imposed for illegal
49 Discipline
reconnection. Once JE is accounted for, the Next bill will show the amount as debit
"JE" stands for Journal Entry

Connection Summery for a KNO Based On Meter Number

All the details of a connection can be checked by entering the meter number.
Revenue The details displayed include meter details, consumer details, consumption pattern,
Billing Group payment details, JE Details & bill summary.
"KNO" means the consumer number allotted to a consumer. It is an 11 digit number which
represents district, zone and consumer number

Connection Summery for a KNO Summery based on KNO

Revenue All the details of a connection can be checked by entering the KNO.
Billing Group The details displayed include meter details, consumer details, consumption pattern,
payment details, JE Details & bill summary.

Modification/Change in due date for a Book No/Cycle

Due date of a whole meter reading Book or a cycle can be changed and all the KNO's
Revenue which falls under that Book or Cycle will be Changed to the new Due date. There is no
Billing Group constraint on Due date change in System due date can be extended to any period of time.
Due date of only those KNO's can be changed which are not passed and are unpaid.
There are in total Nine billing cycle

Change of Due Date of a KNO

Revenue Current due date of a bill of KNO can be changed by giving the new due date. If the
Billing Group current due date has passed it cannot be extended.
There is no limitation of period of due date change.

Revision of bill in case of Wrong reading-Current/Previous Reading

Wrong reading of only current unpaid Bill can be changed but if after wrong reading
another reading has been taken or the bill in which wrong reading occurred has been paid
the reading cannot be changed in System.
Revenue In those cases where wrong reading is not of current unpaid bill the wrong reading is first
Billing Group to be ignored and a previous OK reading is to be set. A manual JE is required to be
entered through Direct JE entry for correcting these cases.
Wrong reading of New meter can not be changed if Meter change protocols are not
entered in System
"JE" Stands for Journal Entry

Generate Debit JE in case of bounced Cheque against the consumer

A debit JE is generated for a consumer whose Cheque is bounced. In the next bill the
Revenue amount will be shown as debit adjustment. The consumer can pay only through cash or
Billing Group demand draft for the bills to be raised in next six months. A message is displayed in the
bills generated for next months that payment can be made either in cash or in DD but not
in Cheque. An amount of Rs 200/- is charged for the bounced Cheque from consumer.

Detail of a disputed/NTA case & prepare revised bill

The details of those cases which are under dispute in a court of law are entered against a
KNO giving the name of the court, disputed amount and the status of the case. The
disputed amount should not be more than the arrear amount. Once the details are entered
the next bill shows the disputed amount separately in the bill. Once the case verdict is
56 received the details of the case order are entered whether the case has gone in favor of
Billing Group
company or in favor of consumer. If the case is finalized in favor of consumer the disputed
amount will be credited as per order to the consumer account but if the case order is in
favor of the company the amount will be added in the arrear amount and LPSC will be
charged from the date the amount was transferred to NTA/Disputed amount . NTA
amount can be transferred in full but if the case is settled partially then it can not be
transferred partially.
"NTA" stands for Not to be added

JE for Slab benefit for revised bill

In case slab benefit is to be given to a consumer a JE can be generated through System

by defining the period "From Date" & "To date". The system retrieves the reading of those
dates and generates a JE for giving slab benefit for the defined period. The amount of
57 adjustment is debited / credited in the KNO account & is shown as adjustment in the next
Billing Group
Slab benefit can be given to a KNO only once for one period
"Slab Benefit" is relevant only in case of Domestic connection as in case of domestic
connection there are slabs of different rates in tariff

Revised bill in case of Slab Benefit

58 In those cases where JE is generated for Slab benefit from system the bill is revised and
Billing Group
the effect of JE is given in revised bill. A demand note generation is must for these cases.

Assessment of Meter Faulty Cases

Those cases which have been flagged as Meter faulty in the system at the time of entry
of meter reading or at the time of meter change are assessed through System defining the
Revenue base period or by defining Average consumption. A JE is generated by the system by
Billing Group calculating the adjustment to be done for faulty period. The report of assessment can also
be viewed which shows the calculation made by system.
"Meter Faulty": If meter is faulty the consumption cannot be calculated correctly from
readings so an assessment is required in these cases. The assessment is done on the
basis of average consumption of OK meter

Revised bill in case of Meter Faulty

60 In those cases where JE is generated for Meter faulty from system the bill is revised and
Billing Group
the effect of JE is given in revised bill.

Creation of JE based on Consumption

Revenue In those cases where due to any reason the system has taken lesser consumption for
Billing Group calculation energy charges a JE can be created defining the number of units, Start date
and end date of the consumption.

LPSC Waiving for consumers

Those cases where installments have been granted to the consumer but LPSC has been
Revenue added in the calculation a JE can be created for waiving LPSC. The percentage of waiver
Billing Group of LPSC is required to entered for each KNO for calculation JE for special rebate of LPSC
"LPSC" stands for Late payment surcharge which is levied if the consumer does not pay
within due date.

Up to Date Bill

Revenue In case a consumer requires up to date bill a special reading is taken and up to date bill is
Billing Group prepared. A demand note generation is must for these cases for making site inspection.
The special reading is entered and the bill is raised for consumption.

Entry of Installment Details

In case a consumer want to pay the bill in installments, an installment bill is to be printed ,
the number of installments, start date of installment & amount of first bill will also be
required to enter, the rest of the amount will be broken into equal installments
64 automatically. The bill is divided into number of bills with different due dates. The first bill
Billing Group
amount can be less than current demand also.
There will be no LPSC if the start date is within due date but if the start date is after due
date of current bill the LPSC will be added in the amount and installments will be made
including the LPSC amount on current bill i.e. in that case LPSC will be levied

Entry of Partial Payment Bill Details

When a consumer wants to pay less than outstanding dues he can be sanctioned part
payment. The part payment cannot be in more than 2 parts. First part can be less than
65 current demand also. If the start date of the parts is less than due date of original bill no
Billing Group
LPSC will be charged but if start date is more than original bill due date LPSC will be
added in the bill amount and part payment will be made accordingly. In case of part
payment due date remains same for both partial bills.

Cancellation of Installment Details

Revenue In case installments have been granted to a consumer it can be cancelled. Once
Billing Group installments are cancelled the unpaid installment amount will be added in the next bill as
arrear and LPSC will be applicable from the date of cancellation

Direct JE Entry

In assessment and other cases which cannot be assessed through System, a JE is

entered in System through Direct JE entry after manual calculations on the basis of
Revenue figures and facts. The JE may be debit or credit JE and is entered giving different
Billing Group Accounting code bifurcating the amount into Energy charges, Electricity Tax and LPSC.
This JE once Authorized by competent authority will be accounted for in the relevant KNO
and the effect of credit or Debit will come in the Revised Bill or in Next Bill.
JE once generated cannot be changed.

JE Authorization

To give the effect of Debit or credit JE, already generated, it is must that it is authorized by
a competent authority. Once the JE is authorized the effect of Debit or credit will be
68 accounted for in the relevant KNO. Already generated JE can either be verified or rejected
Billing Group
but it cannot be changed
A person who generates JE cannot verify it only a higher authority can verify the JE. But
the person who has entered the JE can himself reject the JE if he founds some mistake

Not - In- Use

If a consumer does not want to use his connection for a particular period and he is not
Revenue having any arrear, his connection is set as not in use after payment of demand note
Billing Group From the next bill he will only be charged fixed charges. In case there consumption is
consumer will be changed bill as per consumption even if connection is set as Not in Use

JE in case of Bill revision

Revenue In those cases where assessment can be done through System a JE is generated in
Billing Group system for bill revision. These cases are Slab generation, Meter Faulty, Wrong reading &
NTA/Disputed case

Final Bill in case permanent disconnection

In case of disconnection where the demand note has been generated and paid for
71 permanent disconnection, MRO has been generated and supply is disconnected and final
Billing Group
reading is entered the final bill is prepared. Once a final bill is generated for a KNO no
other bill can be generated in future

Refund balance consumption deposit to consumer after final settlement

In case final bill is unpaid & Consumption Deposit is more than the bill amount then the
Revenue final bill can be adjusted from consumption deposit and the remaining amount is marked
Billing Group for return to consumer. That amount is refunded through a Cheque. The bill is deleted
from the list as if it is paid.
If Consumption Deposit is less than the Final Bill Amount then it is not adjusted.

Installment Sanctioning Against Demand Note

Billing Group A generated Demand note is sanctioned for installment payment

New KNO from old KNO and vice- versa

Billing Group New KNO can be found from old KNO and vice- versa

Removal of Duplicate KNO

75 Recovery A KNO is marked as permanently disconnected with or without dues. Once it is marked
Group the billing is stopped for that particular KNO

Demand Note Correction

76 Once a demand note is generated it can be corrected and a new valid date of for the
Billing Group
demand note is given

Demand Note verification

Billing Group Once a demand note is generated it can verified or rejected

Printing of a Installment bill against a original bill

Revenue Once installment is sanctioned against an original bill installment bills are printed. The
Billing Group number of bills will be same as number of installments. The bills will be of different due

To raise JE to Guarantor in case of default payment

Revenue In case consumer does not pay his dues a notice can be issued to guarantor who has
Billing Group given guarantee at the time of connection. This applies only in case of temporary
connection. This amount be debited to the Kno of guarantor through JE

Clearing suspense amount

An untraceable payment which gets posted in suspense account can be transferred to
80 Collection
KNO account. The amount of LPSC on this payment will be credited to the KNO account
along with the Cheque amount.

Multiple bill single Cheque payment entries.

81 Collection
A single Cheque can be accepted against multiple bills

Single bill payment entry

82 Collection
Payment can be accepted against a KNO in cash or in Cheque/DD

Posting the payment to KNO account after verification of data with the help of end of day
83 Collection
In case of offline payment payments can be entered against KNO based on manual cash

To enter the Bank branch information

84 Collection
For taking payment particular bank branch information is added

To generate Bank Slips for all the cheques/DD paid on a counter on a day
85 Collection Bank slip is generated for all the cheques received on counter during a day which shows
Group the total amount of cheques which will be sent for clearing for a particular day and counter

Check all TD connection in a period & order/print for MRO

86 recovery All the TD cases in a period are highlighted and MRO can be generated and printed for
Group particular KNO. Once MRO is generated the supply will be disconnection.

Check all TD connection in a period & order/print from TD to OK

87 recovery
All the TD cases in a period are highlighted and a particular KNO can be set as OK from
TD. In this case normal billing will start on the basis of consumption from next bill

Application for Permanent Disconnection
For any new connection the application is entered in System giving full details about the
88 recovery
applicant, applied load, supply type, category type & neighborhood KNO. Once the details
are entered application number is generated from System

Entry of Disconnection Details

89 recovery If a connection has been disconnected the details of disconnection should be entered in
Group System like final meter reading and removed meter details

Generation of MRO
90 recovery Meter removal order is generated once consumer has paid demand note for
Group disconnection applied and on the basis of inspection report received from zone

To issue a notice to Guarantor in case of default payment

In case consumer does not pay his dues a notice can be issued to guarantor who has
91 recovery
given guarantee at the time of connection. This applies only in case of temporary

For viewing defaulters list & mark Kno for TD and optionally printing disconnection notice.
A defaulter list is displayed for the arrears based on user defined parameters like arrear
92 recovery
and age of arrear. Those KNO which are already marked for temporary disconnection can
be marked as TD directly.

Change the status to TD, if there is no response of disconnection notice from defaulter
If there is no response from consumer of disconnection notice the connection can be
93 recovery
marked as TD. The billing for next six months will be only for fixed charges. The case will
be flagged for MRO generation.

Enter the details for reconnection details from TD to OK

A connection which has been set as TD can be changed to OK on application and
94 recovery
restoration of supply. After marking OK billing will be normal billing on the basis of

Generate MRO from TD to PD cases
95 recovery
After six months of marking a connection as TD the case can be marked as PD and MRO

Project Title




Significance of Problem

The poor financial health of the distribution companies can be attributed to the

losses suffered on account of the weak billing system, lack of proper system for recovery

of dues, pilferage, T&D losses including theft and subsidies. There is also an absence of

functional autonomy, financial independence, professional management and operation on

commercial principles. The success of any power company rests on the efficiency of the

distribution business. If the collection efficiency of the distribution is low, it cannot

invest in improvement.


The weakest link in the entire power business is the distribution business activity.

Hence to make it efficient the revenue collection should be efficient. This is from where

the other players in the power business like the generators and traders get paid up. If

collection were not proper the other in the value chain would not get their revenues

Focus of study

The focus of the study was on the causes that generates the Provisional Billing and

finding out the options available to overcome the same.


To stop the provisional billing.

To bring out the transparency into the system.

To reduce the process time.

To increase the productivity & efficiency.

To maximize the customer satisfaction.

To improve the reputation of the company in the eyes of the customer

To find out the causes of low revenue collection .

To find out the latest methods which can be implemented to increase revenue



It guides by delimiting the area of research and focussing attention on more important

facets. It was done by the following approach:

Discussion with colleagues and experts about the problem

Examination of data

Review of the current activities

Exploratory personal investigation which involves interviews with Meter readers ,

field executives ,RMOs, MRG Deptt. Personnel on a limited scale with interested

parties and individuals with a view to serve greater insight into practical aspects of


DERC Guideline (Provisional Billing)

Penalty in case provisional billing continues for more than two billing cycles under
Regulation 17

In case provisional billing continues for more than two billing cycles, penalty of Rs. 500
per such bill shall be payable by the licensee. The licensee shall submit a quarterly
statement to the Commission giving zone wise details of such bills (provisional billing
continues for more than two billing cycles) along with penalty accumulated on this
account during the quarter

Factors Responsible for Provisional Billing

Meter Faulty Cases (F)

- Slow meter (SM)

- Fast meter (FM)
- Reverse Reading (RR)

Meter Suspected Faulty Cases (SF)

- Damaged meter (DM)

- Glass Broken ( GB)
- Seal Broken (SB)
- Meter Burnt (MB)
- Meter stop (MS)
- Figure upset (FU)

No Reading Cases (NR)

- Meter Position High (MH)

- Beware of Dog (BOD)
- Entry not allowed (EN)
- Premises Locked (PL)
- Address not found / available (NA)
- No Reading (NR)
- No meter found at site (NM)
- No Power (NP)
- Meter box locked ( BL)
- Meter reading not visible (CN)

Meter Change (MC) Cases (MC)

- Meter particulars not fed (NF)

- Wrong meter particulars fed (WF)

Meter No. Mismatch Cases (MM)

KNO. Mismatch Cases (KM)

Suspected Misuse Cases (SS)

List of prominent problems

Meter change (MC)

Meter faulty (F)

No meter (NM)

Premises locked (PL)

- New premises locked

- Premises locked for more than 2 times

Address not traceable (NA)


Meter change (MC)

The new MC cases, will be sent to MMG for checking whether meters against these
Knos have been issued.
If the meters have been issued, MMG to ensure protocol updation immediately.
Balance cases will be forwarded to RMOs for field re - verification.
MC desk will ensure that No Case of Meter change will be billed before Protocol

Meter faulty (F)

All new Meter Faulty list to be forwarded to MMG/ RMOs (stop verification) for
meter replacement after RQC from Data Processing desk
Get a confirmation from MMG for issuing of meters and meter replacement and their
MCP uploadation
MRG back office to send a confirmed list of MCP fed to RMOs for entering the
readings and releasing these cases for billing so that billing can be done on Normal

No meter (NM)

All New NM cases to be forwarded to RRG for checking the Disconnection status ? If
Update its status as TD by Back office.
If not disconnected send for reverification to RMOs for verification and billing.
After follow up if still NM Form to be filled up by agency and duly countersigned
by zones for TD feeding. cases to be stopped for Verification till recommended
action completed.

New premises locked (PL)

All new PL cases Meter Reader to paste Reading request Intimation and submit No.
of RRI in reading sheets and final data.
Call center / agency office / MRG back office to attend all the calls relating to reading
request intimation and to forward reading timings / readings to RMO.
If reading obtained RMO to enter the reading into DEBS. After verification
All New PL cases after follow up at the time of Reading quality check to be stopped
for verification. List to be provided by Data Processing desk to RMOs for stop
verification /MRG back office and to agencies for their resolution.

Premises locked for more than 2 times (PL)

Preprinted Disconnection Notice (2 copies) to be given to agencies by MRG back

office at the time of handing over data to agency
Meter reader to paste disconnection notice if found PL
At the end of the day to give one copy to RMO/Commercial Manager
ON the specified date RMO to coordinate for reading or disconnection through
If reading obtained RMO to BILL on reading and if disconnected, intimate back
office to update the connection status to TD

Address not Traceable cases (NA )

Data processing Desk to identify and send all New NA cases to RMO for reading
and Site verification form filled.
RMO and agencies to ensure the reading and confirm the correct address, DT no
and landmark brought.
RMO to stop verification after RQC and bill on reading.
Mapping and sequencing desk to update correct address, DT and landmark in DEBS.


Slow response from site verification in time

Stress should be given to reduce process time
Methods to improve co-ordination among the employees
Emphasis should be given on the meter readers
More stress should be given on proper record keeping
Priority should be given to stop the current provisional
Bills i.e from april2005-till date
Immediate uploadation of MCP in case of MC
Improper follow up of cases (PL,NM,NA)
Emphasis should be given on the meter testing activities
before issuing

Measures for reduction of Provisional Bills

Reactive Measures

Proactive Measures

Reactive Measures

Follow up (for PL, NA & NM etc)

Stop New PB from OK

Resolve old cases expeditiously

Identify top 200 defaulters

- Category wise
- District wise

Proactive Measures

1. System up gradation-

a). Different Metering Options

Prepaid meters
Spot billing
Increase in number of Collection Counters
Checking of existing consumer meters, metering systems and periodic checking
b) Staff-consumer interface.
Customer Care Executive is Accountable and Responsible for Customer Assistance in
the Division
Easy access to public information
Identification of various issues related with direct customer dissatisfaction
Process of Customer Handling to be worked out
Identification of critical area for 100% reliable supply

c) Plan to Tackle Billing Related Issues

Consumer Category wise
District wise

2. Billing options:-

Voluntary Average billing system (for 6 or 12 months).

3. Improvements in meter reading

Meter Reading Dates should be fixed

100% Billing to Registered Consumers
All meters to be read
Bills are to be distributed well in advance
Billing Related Issues to be addressed before Meter reading
to consumers
Clear monthly Targets for replacement of Defective / Faulty /
fast meters
Keeping record of all the accuracy checks of prominent
Personalitys meters
Mass Meter Replacement program to be handled
Proper Metering Data feeding in the database

Requirements for implementation

1) Timeliness of all actions

2) Accuracy of information (both gathered and provided)
3) Accountability to constituents
4) All meters to be read
5) All registered consumers should get energy bills


Billing System must be so tuned up that the billing chain is always as scheduled to
avoid work stacking.
Provisional Bills will be reduced by effective meter reading, follow up, and corrective
actions taken for the problems found in time.
A team of experts be set up for the follow up tasks.
A team for regular site checkups be formed to see the proper working of meters.
Resolve the old cases expeditiously
Install the Meters outside the premises of the consumer
Mass Meter replacement programme should be conducted
Spot billing can be a better option.
Proper follow up of ( PL,NM,NA) cases ,it can be done either district wise or category
wise depending upon the number of cases & revenue reduction / loss.
Timely uploadation of MCP in case of meter change
Maintain proper & complete records of the consumer incase any additional
information required.
Performance appraisal of Meter Readers should be from time to time
Disconnect the meter incase Premises of consumer locked for more than two times
Ensure better co-ordination among the staff members for effective working
Site verification response should be quick
Everybody should be made accountable
Incase if there is any change takes place in the compnays policy regarding PB ,the
same should be circulated / informed immediately to the staff members
Identify Top 100-200 defaulters either district wise or category wise in order to
analyse the causes of Provisional Billing & possible solutions.
Set well defined & achievable targets to ensure better productivity & efficiency
Every procedure / Methodology should be transparent so that one might not find any
kind of difficulty in dealing & solving the problem
Implementation of AMR should be done in phases i.e try to implement category wise
(NL) or District wise
At last but not the least one should work in such a manner so that companys
reputation can be increased.


1) DERC Orders

2) Electricity Act - 2003

3) Power Line

4) Reforms in Power Sector , Note for the Council of Ministers , Department of Power
Government of NCT of Delhi



As on 31st March 2005.

Remarks Total No. of Bill Type Bill Type Bill Type

cases Average Suspected Normal &
Faulty Others
NA 12139 8327 3720 92
NM 9664 - 9599 65
NR 9336 7560 1576 200
MF 7094 - 7094 -
PL 19655 14590 4514 551
MC 33039 26489 5811 739
OK 603961 - 28117 575844
Others 21138 2004 4928 14206
Total 716026 58970 65359 591697


As on 31st March 2005. (BADLI)

Remarks Total No. of Bill Type Bill Type Bill Type

cases Average Suspected Normal &
Faulty Others
NA 737 480 254 3
NM 732 - 731 1
NR 251 202 47 2
MF 30 - 30 0
PL 950 777 173 0
MC 1395 1121 267 7
OK 42240 651 2271 39318
Others - - - -
Total 46335 3231 3773 39331


As on 31st March 2005. (NARELA)

Remarks Total No. of Bill Type Bill Type Bill Type

cases Average Suspected Normal &
Faulty Others
NA 3131 2297 825 9
NM 341 4 337 0
NR 1922 832 129 961
MF 143 0 142 1
PL 881 604 194 83
MC 1253 1004 244 5
OK 39841 1466 2989 35386
Others 2884 153 1527 1204
Total 50396 6360 6387 37649

As on 31st March 2005. (ROHINI)

Remarks Total No. of Bill Type Bill Type Bill Type

cases Average Suspected Normal &
Faulty Others
NA 697 506 190 1
NM 734 6 720 8
NR 651 542 70 39
MF 58 0 57 1
PL 2462 2055 358 49
MC 3608 2685 403 520
OK 79921 4505 1633 73783
Others 5978 196 743 5039
Total 94109 10459 4174 79440


As on 31st March 2005. (BAWANA)

Remarks Total No. of Bill Type Bill Type Bill Type

cases Average Suspected Normal &
Faulty Others
NA 195 130 65 0
NM 279 0 279 0
NR 346 296 50 0
MF 35 0 35 0
PL 1429 937 492 0
MC 952 703 238 11
OK 24197 988 1410 21799
Others 1296 108 703 485
Total 28729 3162 3272 22295

As on 31st March 2005. (MANGOLPURI)

Remarks Total No. of Bill Type Bill Type Bill Type

cases Average Suspected Normal &
Faulty Others
NA 190 57 52 81
NM 1244 8 1214 22
NR 867 665 111 91
MF 141 2 138 1
PL 1974 947 568 459
MC 1772 1270 372 130
OK 60086 1865 4862 53359
Others 5751 111 2209 3431
Total 72025 4925 9526 57574


As on 31st March 2005. (SHALIMAR BAGH)

Remarks Total No. of Bill Type Bill Type Bill Type

cases Average Suspected Normal &
Faulty Others
NA 1273 956 316 1
NM 515 2 512 1
NR 1037 887 147 3
MF 49 0 49 0
PL 2103 1743 360 0
MC 1869 1502 354 13
OK 51384 2371 2056 46957
Others 2315 168 586 1561
Total 60545 7629 4380 48536

As on 31st March 2005. (CIVIL LINE)

Remarks Total No. of Bill Type Bill Type Bill Type

cases Average Suspected Normal &
Faulty Others
NA 2499 1504 991 4
NM 1434 3 1431 0
NR 1060 828 232 0
MF 52 0 52 0
PL 1752 1237 515 0
MC 2732 2010 715 7
OK 41705 1856 3250 36599
Others 4044 285 1197 2562
Total 55278 7723 8383 39172


As on 31st March 2005. (PITAMPURA)

Remarks Total No. of Bill Type Bill Type Bill Type

cases Average Suspected Normal &
Faulty Others
NA 72 61 11 0
NM 745 0 745 0
NR 340 281 59 0
MF 104 0 104 0
PL 1028 786 241 1
MC 2847 2242 595 10
OK 64488 1002 2293 61193
Others 1737 38 560 1139
Total 71361 4410 4608 62343

As on 31st March 2005. (MOTI NAGAR)

Remarks Total No. of Bill Type Bill Type Bill Type

cases Average Suspected Normal &
Faulty Others
NA 262 211 51 0
NM 1153 2 1150 1
NR 1106 896 206 4
MF 93 0 93 0
PL 2492 2051 441 0
MC 4776 4018 748 10
OK 63319 1451 1986 59882
Others 4376 373 1023 2980
Total 77577 9002 5698 62877


As on 31st March 2005. (SHAKTINAGAR)

Remarks Total No. of Bill Type Bill Type Bill Type

cases Average Suspected Normal &
Faulty Others
NA 1142 776 365 1
NM 1334 1 1333 0
NR 918 726 184 8
MF 32 0 32 0
PL 2170 1590 579 1
MC 4016 3290 722 4
OK 49558 1301 1951 46306
Others 3134 169 772 2193
Total 62304 7853 5938 48513

As on 31st March 2005. (MODEL TOWN)

Remarks Total No. of Bill Type Bill Type Bill Type

cases Average Suspected Normal &
Faulty Others
NA 1891 1299 592 0
NM 674 0 670 4
NR 1125 962 161 2
MF 33 0 33 0
PL 1386 1045 340 1
MC 6160 5394 754 12
OK - - - -
Others 2124 254 751 1119
Total 13393 8954 3301 1138


As on 31st March 2005. (LAWRANCE ROAD)

Remarks Total No. of Bill Type Bill Type Bill Type

cases Average Suspected Normal &
Faulty Others
NA 48 38 8 2
NM 479 0 477 0
NR 696 413 180 103
MF 43 0 43 0
PL 928 729 199 0
MC 1649 1241 398 10
OK 51205 306 2348 48551
Others 2273 52 460 1761
Total 57321 2781 4113 50427