South Bihar Power Distribution Company Limited

Citizen Charter for Electricity Consumers

Service Area Time Schedule to complete the If not resolved,
Sl. work as specified in Regulation Designated next higher
No. Officer
concerned officer
1 Normal Fuse-off
Cities and Towns Within 4 hours
JEE AEE
Rural Areas Within 24 hours
2 Overhead Line / Cable breakdowns
Cities and Towns Within 6 Hours
JEE/AEE EEE
Rural Areas Within 36 Hours
3 Underground Cable breakdowns
Cities and Towns Within 24 Hours
JEE/AEE EEE
Rural Areas Within 48 Hours
4 Distribution Transformer failure
Cities and Towns Within 24 Hours
JEE/AEE/EEE ESE
Rural Areas Within 72 Hours
5 Period of Scheduled outage
Maximum duration in a single
Not to exceed 12 hours
stretch AEE EEE
Restoration of Supply By not later than 6.00 PM
6 Voltage Fluctuations
No expansion / enhancement
Within 10 days AEE EEE
of network involved
Up-gradation of distribution
Within 120 days EEE ESE
system required
Within the time period as approved
Erection of Substation EEE ESE
by the Commission
7 Meter Complaints
Inspection within 7 days in urban
Inspection of defective meter
and towns and within 15 days in
such as slow, fast/ creeping, JEE/AEE EEE
rural areas
stuck-up and burnt Meters
Replacement of defective
Within 7 days JEE/AEE EEE
meters if cause attributable to
Licensee
Replacement of defective i) Demand notice to deposit the
JEE/AEE EEE
meter if cause attributable to cost for new meter or to deposit a
Consumer meter along with testing fee-
within 7 days
ii) Replacement within 14 days or
receiving payment / meter as the
case may be from the Consumer
8 Reconnection of supply following disconnection if due to non-payment of bills/ Occupation of a
government accommodation by a new occupant
Same day on which payment was
Cities and Towns
accepted JEE AEE
Rural areas Upto next day of payment
9 New Service connection / enhancement of load / Temporary Connection where the release of supply
is feasible from existing network
Within 30 days of receipt of
Release of Supply - JEE/ AEE AEE/ EEE
application (along with prescribed
charges) and for temporary
connection as per Regulation 16
(C )

10 New Service connection/ enhancement of load/ Temporary Connection where the release of supply
requires network expansion and enhancement of capacity of line and transformers
Release of supply where Within 30 days of receipt of
JEE/AEE EEE
extension of distribution prescribed charges
network and addition/
enhancement of distribution
transformer is required
Release of supply where Within 60 days of receipt of
EEE ESE
extension of 11 KV line is prescribed charges
required
Release of supply where Within 90 days of receipt of
ESE
extension of 33 KV line is prescribed charges
required
Release of supply where Within 180 days of receipt of
ESE
extension of Extra High prescribed charges
Tension line is required
Release of supply where Within the time period approved
ESE
erection of power Sub-Station by the Commission for installation
is required of specific power sub-station
11 Transfer of ownership/ change of category of service/ Reduction of load
Within 7 days along with necessary
Title transfer of ownership documents and prescribed fee, if AEE/AEE(Rev) EEE
any
Within 7 days along with necessary
Change of Category documents and prescribed fee, if AEE EEE
any
Within the notice period after
Reduction of load availing compulsory period of JEE/AEE/EEE ESE
supply.
12 Shifting of meter, lines and transformer
Within 15 days of payment of
a) Meter / service wire JEE AEE
charges
Within 60 days of payment of
b) Pole, line JEE/AEE EEE
charges
Within 45 days of payment of
c) UG cable AEE EEE
charges
 Within 90 days of payment of
d) Transformer JEE/AEE EEE
charges
13 Resolution of Complaints on Consumer's bill
If no additional information is Within 24 working hours of receipt
required of complaint
AEE EEE
If additional information is Within 7 working days of receipt
required of Complaint