SCHEDULE – II

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

Regulation No.5 of 2016
Compensation payable in case of
violation of standard
Sl.
Service Area Time Standard to individual consumer to individual consumer if
No.
if the event affects a the event affects more
single consumer than one consumer

I Normal Fuse-Off
Rs.200 in each case Rs.100 to each
i. Cities and towns Within Four (4) working hours
of default consumer affected
Rs.200 in each case Rs.100 to each
ii. Rural areas Within Eight (8) working hours
of default consumer affected
II Overhead Line/cable breakdowns
Rs.200 in each case Rs.100 to each
i. Cities and towns Within Six (6) hours default
of default consumer affected
Rs.200 in each case Rs.100 to each
ii. Rural areas Within Twenty Four (24) hours
of default consumer affected
III Underground cable breakdowns
Rs.200 in each case Rs.100 to each
i. Cities and towns Within Twelve (12) hours default
of default consumer affected
Rs.200 in each case Rs.100 to each
ii. Rural areas Within Forty Eight (48) hours
of default consumer affected
IV Distribution Transformer failure
Rs.400 in each case Rs.200 to each
i. Cities and towns Within Twenty Four (24) hours default
of affected consumer
Rs.400 in each case Rs.200 to each
ii. Rural areas Within Forty Eight (48) hours
of affected consumer
V Period of Scheduled Outage

Maximum duration in a single Rs.400 in each case Rs.200 to each

i. Not to exceed Twelve (12) hours
stretch consumer affected of affected consumer

Rs.400 in each case Rs.200 to each

ii. Restoration of supply By not later than 6:00 PM
of affected consumer
VI Voltage fluctuations
Rs.100 to each
No expansion/ enhancement Rs.200 for each consumer affected
i. Within Ten (10) days
of network involved day of default for each day of
default
Rs. 200 to each
Up-gradation of distribution Rs.400 for each consumer affected
ii. Within Ninety (90) days
system required day of default for each day of
default
Rs.2000 to each
Within the time period as approved by Rs.4000 for each consumer affected
iii. Erection of Substation
the Commission day of default for each day of
default
 Compensation payable in case of
violation of standard
Sl.
Service Area Time Standard to individual consumer to individual consumer if
No.
if the event affects a the event affects more
single consumer than one consumer

VII Meter complaints including Net Meter

Inspection within 7 days in towns and
Inspection and replacement
cities and within 15 days in rural areas
i. of slow, fast/ creeping, stuck-
and replacement within 15 days
up meters
thereafter
Rs. 200 for each
Replace burnt meters if cause Not applicable
ii. Within 7 days day of default
attributable to Licensee

Replace burnt meters if cause Within 7 days of receiving payment from

iii.
attributable to consumer consumer

Rs.200 for each

iv. Shifting of meter/ service line Within 7 days Not applicable
day of default
Processing of application & intimation of relevant charges payable for new connection/
VIII
sanction of additional load /Demand

All Cases – If connection

Within 2 working days of receipt of Rs.200 for each
i. feasible from existing network ―
application day of default
for release of supply

ii. If network expansion / enhancement required to release supply

Release of supply -
a.
Low Tension
Release of Supply -
b.
High Tension 11kV
Release of Supply -
c.
High Tension 33 kV
Release of Supply -
d.
Extra High Tension
IX Release of new connection/additional load upon payment of all charges
Rs.200 for each
Within 7 days of receipt of application ―
day of default
Rs.200 for each
Within 15 days of receipt of application ―
day of default
Rs.1000 for each
Within 21 days of receipt of application
day of default
Not Applicable
Rs.1000 for each
Within 45 days of receipt of application
day of default

All Cases – If connection

Within 30 days of receipt of application Rs.200 for each
i. feasible from existing network Not applicable
(along -with prescribed charges) day of default
for release of supply

ii. Network expansion / enhancement required to release supply

Release of supply - Within 30 days of receipt of prescribed Rs.200 for each
a.
Low Tension charges day of default
Release of Supply - Within 45 days of receipt of prescribed Rs.400 for each
b.
High Tension 11kV charges day of default
Release of Supply - Within 60 days of receipt of prescribed Rs.1000 for each
c. Not applicable
High Tension 33 kV charges day of default
Release of Supply - Within 180 days of receipt of prescribed Rs.1000 for each
d.
Extra High Tension charges day of default
Erection of substation Within the time period approved by the Rs.2000 for each
e.
required for release of supply Commission day of default
 Compensation payable in case of
violation of standard
Sl.
Service Area Time Standard to individual consumer to individual consumer if
No.
if the event affects a the event affects more
single consumer than one consumer

X Transfer of ownership and conversion of services

Within 7 days along- with necessary
i. Title transfer of ownership
documents and prescribed fee, if any
Within 7 days along- with necessary Rs.200 for each
ii. Change of category
documents and prescribed fee, if any day of default
Not applicable
Conversion from LT 1-ph Within 30 days of payment of charges by
iii.
to LT 3-ph and vice versa the consumer
Conversion from LT to HT Within 60 days of payment of charges by Rs.400 for each
iv.
and vice versa the consumer day of default
XI Resolution of complaints on consumer’s bill
If no additional information Within 24 working hours of receipt of
i.
is required complaint Rs.100 for each
Not applicable
If additional information is Within 7 working days of receipt of day of default
ii.
required complaint
XII Reconnection of supply following disconnection due to non-payment of bills

Within 4 working hours of production of Rs.200 in each day

i. Cities and towns
proof of payment by consumer of default
Not applicable
Within 12 working hours of production Rs.200 in each day
ii. Rural areas
of proof of payment by consumer. of default

XIII Wrongful disconnection of service connection / levy of reconnection charges without disconnection
Wrongful disconnection of service connection even after payment of
i.
electricity charges due Rs.200 in each day
Not applicable
of default
ii. Levy of reconnection charges without actual physical disconnection

XIV Reduction in Load

Rs.50 for each
i. Before the expiry of second billing cycle after receipt of such request ―
default