विद्युत विभाग 
INFORMATION FOR CITIZEN CHARTERS AND ROBUST GRIEVANCE REDRESSAL SYSTEM
The following point-wise information is furnished here:
Point No.1: - Please give a list of all those activities where the department has direct or indirect interface with the citizens. It should include the services provided by your department, types of common grievances, various services issued by your department etc.
The power Department does not have any direct interface with the Citizens/Consumers as distribution of electricity in Delhi is privatized. The list of activities/type of grievances where this department has indirect interface with the citizens is as under:
Services provided by the Distribution Companies (DISCOMs):
- Supply of electricity to the consumers in the licensed area
- Providing new electricity connections on demand
- Electrification of blocks amp; colonies
Services provided by the Department:
Third party meter testing through Central Power Research Institute (an Undertaking of Govt. of India) through PG Cell.
Common Grievances of the consumers against DISCOMs:
- Disruption in power supply/load shedding
- Wrong Billing/Inflated Billing
- Complaints by individuals, associations, RWAs etc. of miscellaneous nature such as Replacement of burnt meters, voltage fluctuation etc.
- Suspected theft/false theft cases
- Tampered Meter cases, etc.
Point No.2: - Against each of the above items of public interface, please indicate time limit, within which your department would guarantee the resolution of grievances or issuance of certificates, etc. This guarantee would he sacrosanct and inviolable.
After the Power Sector Reforms in Delhi, the work of distribution of electricity is carried out by the private distribution companies. The Delhi Electricity Regulatory Commission (DERC) regulates the functioning of the Distribution companies. DERC frames regulations/guidelines for distribution, transmission and generation of power from time to time. As per Delhi (Electricity Supply Code and Performance Standards) Regulations, 2017, DERC has specified the time frame, and penalties/compensation in case of default in services and activities. The relevant extract from the DERC Regulations is as under:
GUARANTEED STANDARDS OF PERFORMANCE AND COMPENSATION TO CONSUMERS IN CASE OF DEFAULT
| Sl. No. | Service Area | Standard | Computation of period of default | Compensation payable to consumer for the period of default in case of violation of standard |
| (1) | (2) | (3) | (4) | (5) |
| 1. | Connection where no | Network augmentation | is required | |
| Release of connection in electrified areas | As per Regulation 11 | From 8th day from the acceptance of application in case where no RoW or road cutting permission is required or From 15th day from the acceptance of application in case where RoW or road cutting permission is required, as the case may be. | 1.5% of the demand charges deposited by consumer for each day of default. | |
| 2. | Connection where Network augmentation is required | |||
| (i) | Release of connection (where extension of line upto five poles is required) | As per Regulation 11 | From 16th day from the date of receipt of full payment against demand note. | 1.5% of the demand charges deposited by consumer for each day of default |
| (ii) | Release of connection in Electrified Areas(Where extension of lines or augmentation of Distribution Transformation capacity, where peak load of transformer has reached 90% of its rated capacity) | As per Regulation 11 | After 2 months from the date of receipt of full payment against demand note. | |
| (iii) | Release of connection in Electrified Areas(Where new Distribution transformeris required) | As per Regulation 11 | After 4 months from the date of receipt of full payment against demand note. | |
| (iv) | Release of connection in Electrified Areas(Where existing 11 kV network needs to be augmented)) | As per Regulation 11 | After 6 months from the date of receipt of full payment against demand note. | |
| (v) | Release of connection in Electrified Areas(Where existing 66/33 kV grid sub-station needs to be augmented) | As per Regulation 11 | After 8 months from the date of receipt of full payment against demand note. | |
| 3. | Connection in Un-electrified Areas | |||
| (i) | Release of connection in Un-Electrified Areas (where connection from nearby existing network is possible) | As per Regulation 11 | From 4 months from the date of receipt of full payment against demand note. | 1% of the amount deposited by developer/applicants per day of default. |
| (ii) | Release of connection in Un-Electrified Areas Green Field (Where new network is to be laid or grid station needs to be established) | As per Regulation 11 | From 12 months from the date of receipt of full payment against demand note. | |
| 4. | In case connection is denied after receipt of payment against demand note | - | - | 1.5% of the demand charges deposited by consumer for each day of default consumer for each of the amount paid as per demand note. Default to be computed from the date of receipt of payment |
| 5. | Connection energized through loop | As per Regulation 11 | - | Rs. 500 per kW of sanctioned/contract demand |
| 6. | Transfer of name | Within two billing cycles of acceptance of application or clearing of dues whichever is later | From the next day of issuance of second bill. | Rs. 100 for each day of default. |
| 7. | Load reduction | Within ten days of acceptance of application ,shall be effective from next billing cycle. | From the 11th day of acceptance of application | Rs. 100 for each day of default. |
| 8. | If notice for downward revision if any is not sent | By 31st May | - | Rs. 500 for each case |
| 9. | Change of category | As per Regulation 17(5) | From the 8th day of receipt of application | Rs. 100 for each day of default. |
| 10. | Billing | |||
| (i) | Error in billed amount | Only one bill in a Financial Year | Second and incorrect bill in a financial Year | 10% of excess amount billed |
| 11. | Meter complaints | |||
| 12 | Faults in Street light maintained by Licensee | Rectification within seventy-two hours | After lapse of 72 hours from the time consumer has made the complaint | Rs. 75 for each day of default |
| 13. | Voltage fluctuation | |||
| (i) | Local problem | Resolution within four hours | After lapse of 4 hours from the time consumer has made the complaint | Rs. 50 for each day of default |
| (ii) | Tap setting of transformer | Resolution within twenty four hours | After lapse of 24 hours from the time consumer has made the complaint | Rs. 25 for each day of default |
| (iii) | Repair of distribution line/transformer/capacitor | Resolution within fifteen hours | After lapse of 15 hours from the time consumer has made the complaint | Rs. 100 for each day of default |
| (iv) | Installation and Up-gradation of HT / LT System | Resolution within ninety hours | After lapse of 90 hours from the time consumer has made the complaint | |
14. Power Supply Failure
(a) Compensation for power supply failure, standard for restoration and compensation payable for a consumer of sanctioned load or contract demand upto 20kW:
| Sl. No. | Service Area | Standard for restoration of power supply for the Zone/ Sub-division having ATamp;C losses | Computation of period of default | Compensation payable to the consumer for the period of default in case of violation of standard | ||
| Upto 10% | More than 10% and Upto 20% | More than 20% | ||||
| (1) | (2) | (3) | (4) | (5) | (6) | (7) |
| (i) | Continuous power failure affecting more than 100 consumers connected at Low voltage supply, excluding the failure where distribution transformer requires replacement | Within two hours | Within three hours | Within four hours | After lapse of periodas specified in column (3),(4),(5) as the case may be from the time 1stconsumer has made the complaint. | Rs.10 per kW per hour of sanctioned load or contract demand, as the case may be, subject to maximum of Rs.200 per hour per consumer. |
| (ii) | Continuous power failure affecting individual consumer and group of consumer upto 100 connected at Low voltage supply, excluding the failure where distribution transformer requires replacement | Within three hours | Within four hours | Within six hours | After lapse of periodas specified in column (3),(4),(5) as the case may be from the time 1stconsumer has made the complaint. | Rs.10 per kW per hour of sanctioned load or contract demand, as the case may be, subject to maximum of Rs.200 per hour per consumer. |
| (iii) | Continuous power supply failure requiring replacement of distribution transformer. | Within six hours | After lapse of 6 hours from the time consumer has made the complaint. | Rs.10 per kW per hour of sanctioned load or contract demand, as the case may be, subject to maximum of Rs.200 per hour per consumer. | ||
| (iv) | Continuous power failure affecting consumer connected through High Voltage distribution system (HVDS) and not covered under (i) amp; (ii) above | Within three hours | After lapse of 3 hours from the time consumer has made the complaint. | Rs.10 per kW per hour of sanctioned load or contract demand, as the case may be, subject to maximum of Rs.200 per hour per consumer. | ||
| (v) | Continuous scheduled outages | Within 12 hours or restoration of power supply by 6 PM | After lapse of 12 hours from the scheduled start of maintenance or after 6 PM of the day whichever is earlier. | Rs.10 per kW per hour of sanctioned load or contract demand, as the case may be, subject to maximum of Rs.200 per hour per consumer. | ||
| (vi) | Replacement of burnt meter or stolen meter | Restoration of supply within three hours either by bypassing the burnt meter or by installing temporary meter. | After lapse of 3 hours from the time consumer has made the complaint. | Rs.10 per kW per hour of sanctioned load or contract demand, as the case may be, subject to maximum of Rs.200 per hour per consumer. | ||
| (vi) | Meter to be replaced within three days | After lapse of 3 hours from the time consumer has made the complaint. | Rs.50 for each day of default | |||
(b) Any consumer having sanctioned load or contract demand above 20kW, affected continuously by the power supply failure as above, may approach the Commission for determination of the compensation.
(c) The Licensee shall upload on its website the ATamp;C losses for the zone / sub-division for the preceding financial year by 15th of April of the year.
(d) Any claim arising on account of power failure shall not be admissible for those consumers who have outstanding dues upto preceding billing cycle, or have been, during last two years, convicted for theft of electricity or finally assessed for Unauthorized Use of Electricity.
Note:
(i) For the purpose of determination of compensation to the consumer in case of violation of standard, the days beyond the standard for period of default shall be taken as calendar days.
(ii) Where the compensation payable has been specified based on default in days and the default is part of the day, the compensation shall be payable for the whole day.
Note:
1. The above time-lines are implemented directly by the DERC under their regulations and not by the Power Department.
2. GNCTD has recently given policy directions to DERC under the Electricity Act, 2003 to make penal provisions in cases of power supply failure more stringent.
MACHINERY FOR RESOLUTION OF PUBLIC GRIEVANCES
In pursuance of provisions contained in Sections 42(5) amp; 42(6) of the Electricity Act 2003, the DERC has framed the Regulations for constitution of the Consumers Grievance Redressal Forums. As per these regulations, Consumer Grievance Redressal Forums CGRF) have been established for consumers of each of the three distribution companies namely BSES Rajdhani Power Limited (BRPL), BSES Yamuna Power Limited (BYPL) and Tata Power Delhi Distribution Limited (TPDDL); and New Delhi Municipal Council (NDMC).
The contact details of CGRFs are as under:
| CGRF-BRPL Sub- Station Building Sector-V, Pushp Vihar, Near Saket Court Complex New Delhi- 110017 Tel : 8468952631, 8468935702 Fax: 011-29564400 Email : cgrfbrpl[at]gmail[dot]com |
CGRF-BYPL Sub- Station Building Shakti Kiran Building Karkardoorna, Delhi- 110092 Tel: 8010939760 Fax: 011-22384886 Email : cgrfbypl[at]hotmail[dot]com |
| CGRF-TPDDL TPDDL Sub- Station Building Police Colony, Model Town-II Delhi-110009 Tel: 27466601-03, 27463809 Tel.Fax: 011-27466603 Email: cgredressal[dot]forum[at]tatapower[dash]ddl[dot]com |
CGRF-NDMC Shop No. 67-68 amp; 71-73 Shaheed Bhagat Singh Place Gol Market, New Delhi- 110001 Tele-Fax: 23340781 Email: ecgrfndmc[at]gmail[dot]com |
In case of consumers who are not satisfied with the disposal of grievance by the CGRFs, Delhi (i.e. CGRF-BRPL, CGRF-BYPL, CGRF-NDMC amp; CGRF-TPDDL), they may consider moving an appeal before the Hon’ble Electricity Ombudsman which is the appellate body set up in accordance with the provisions of Section 42(6) of the Electricity Act 2003and the contact details of the Electricity Ombudsman and office of Electricity Ombudsman is given below:
| Electricity Ombudsman B-53, Paschimi Marg, Opp.Tagore International School Vasant Vihar, New Delhi-110057 Tel: 26144979, 26141206 Fax: 26141205 Fax: 011-29564400 Email: elect_ombudsman[at]yahoo[dot]com |
The Secretary O/o Electricity Ombudsman B-53, Paschimi Marg, Opp.Tagore International School Vasant Vihar, New Delhi-110057 Tel: 26144979 Fax: 26141205 Email: elect_ombudsman[at]yahoo[dot]com |
Public Grievances Cell of the Power Department:
The Public Grievances Cell, Department of Power, GNCTD is functioning since 29.01.2007 under the Chairmanship of a retired High Court Judge along with a Member (Technical) to redress the grievances of electricity consumers. Even though each of the DISCOMs has their own CGRFs, the consumers seem to have more confidence in the P.C. Cell of the Power Department as compared to the grievance Redressal machinery of the DISCOMs. The location of the PG Cell is as follows:
33 KV Grid Sub-Station
SLDC Building, Minto Road
New Delhi - 110 002
Tel: 1800112222 (Toll-free)
SMS: 9223166166
Website: www.bijligr.gov.in
The scope of PG Cell is to receive grievances from consumers and work of respective distribution zones, categories them, conduct personal hearings in the presence of DISCOMs representatives amp; consumers for time-bound Redressal.
P.G. Cell is functioning under the supervision of Public Grievances Management System (PGMS).
Point No.3: - What additional resources would you require to ensure that you are able to give this guarantee?
Electricity Consumers Advocacy Centre (ECAC) under the aegis of P.G. Cell has been approved and will be operational shortly to act as specialized expert body to provide an instrumental mechanism to safeguard the rights and interests of the electricity consumers in standard form in the matters related to fund from ARR etc. - The financial resources required will be Rs 50 Lakh (approx.)
Setting up of Meter Testing Laboratory under PG Cell, Department of Power - Resources required are Rs 15 crore (approx.)
Awareness to be created through Public notices/advertisements about availability of facility of Independent Third Party Meter Testing Body i.e. CPRI at site of the consumers under the aegis of PG Cell for complaints related to meters.
Point No.4:- If the department fails to provide service within the above time frame, please indicate the designation of the officer who would be directly held responsible?
As stated above, if the Distribution Companies fail to provide services within the prescribed time framed, Chief Executive Officers of the respective distribution companies will be held responsible and appropriate penalties may be levied by the DERC.