Electricity (Rights of Consumer) Rules 2020

January 2021

1
 Framework

Intent Content Context

Process Framework for Electricity Keeping Consumers at the centre of
Empowering Consumers
Services reforms

Enabling top rated services for

Mandating Duty to Serve for Guarantee of Performance
linking Consumer Satisfaction with
Discoms Standards
business viability

Increasing consumer expectation

Facilitating Prosumers Grievance Redressal Framework
from privatization

Compensation Mechanism

Quality of Information

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 Enablers
Streamlining Introducing Avoiding
Reinforcing Duty to Re-affirming Duty Building Discom
Metering and Consumers as Information
Supply to Serve Accountability
Billing Prosumers Asymmetry
• Timelines and • Obligation to supply • Smart or • Right of consumers • CERC to determine • Web-based services
monitoring 24x7 power prepayment meters to self-generate and compensation for on-line access to
mechanism for new • Discom to be for new consumers be prosumers amount for violation electricity related
connections, service bounded by SERC- • Periodicity of meter • Regulations and of SOP services
alterations and notified SoP, reading and billing guidelines for net • Compensation • Update on outage
strengthening Reliability Indices as per regulations / and gross metering framework to information and
• Inspection-free etc. standards to support grid- include remediation
connections for • 24X7 Call Centre • Meter testing interactive RT solar • no supply measures including
loads upto 150 kW ops for consumer protocols as per PV situations prompts, alerts and
or higher based on services regulations • Onus on licensee to • no. of closure of events
proportionate • CRM system for • Sharing of facilitate application interruptions • Manual for
charges aligned with consumer interfaces information on tariff processing and • timelines for complaint handling
load, category and & process / energy time-bound supply / service and grievance
average costs facilitation consumption with installations, also requests / meter redressal
• Institutionalized consumers upgrade distribution replacement / bill • Due publicity of
grievance redressal • Bill generation, infrastructure as generation / consumer rights,
mechanism with delivery and necessary process SoP and service
timelines for punctuality completion for deliverables
resolution of • Limits of prosumers
complaints provisional billing • Timelines for
• Quarterly reporting • Multiple payment complaints
on complaints to options resolution
Ombudsman &
CERC