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STANDARDS OF PERFORMANCE (REGULATIONS) 2009

NOTIFICATION
Gurgaon, the 18th December, 2009

No. JERC- 06/2009:- In exercise of powers conferred under Section 181 read with Section 57 of the Electricity Act 2003, and the Electricity (Removal of Difficulties) Order, 2005, and all powers enabling it in that behalf, Joint Electricity Regulatory Commission for the state of Goa and the Union Territories hereby makes the following Regulations:

1. Short title, commencement, extent and interpretation:-

(1) These Regulations may be called Joint Electricity Regulatory Commission (Standards of Performance) Regulations, 2009.

(2) These Regulations shall be applicable to whole of the state of Goa and Union Territories of Andaman & Nicobar Islands, Chandigarh, Dadra & Nagar Haveli, Daman & Diu, Puducherry and Lakshadweep.

(3) These Regulations shall come into force on the date of their publication in the official Gazette.

(4) These regulations shall be interpreted and implemented in accordance with, and not at variance from, the provisions of the Act read with the Electricity Rules, and any CEA regulations in this regard.

2. Definitions

(1) In these Regulations, unless the context otherwise requires:

(a) “Act” means the Electricity Act, 2003;

(b) “Billing cycle” means the period for which the bill is raised;

(c) “Breakdown” means an occurrence relating to the equipments of the distribution system of the licensee including electrical line up to the consumer meter that prevents its normal functioning;

(d) “CEA” means the Central Electricity Authority referred to in subsection (1) of the Section 70 of the Act;

(e) “Commission” means the Joint Electricity Regulatory Commission for the state of Goa and Union Territories;

(f) “Electricity Rules” means the Indian Electricity Rules, 1956 to the extent saved by the Act or the rules made under the Electricity Act thereafter;

(g) “Electricity Supply Code” means the code as may be notified by the Commission under Section 50 of the Act;

(h) “Low Tension (LT)” means a voltage of 230 volts between phase and neutral or 400 volts between any two phases under normal conditions subject to the percentage variation permissible under the Electricity Rules;

(i) “Meter means a device suitable for recording consumption of electrical energy supplied or any other parameter during any specified period and shall include, wherever applicable, other associated equipment such as CT, PT etc Necessary for such recording; It shall also include any seal or sealing arrangement provided by the Licensee for preventing unauthorised use of electricity;

(j) “Service Line” means an electric supply line through which energy is, or is intended to be supplied by the Licensee from a distributing main to a single consumer or group of consumers from the same point of the distributing main.

(2) Unless the context otherwise requires words or expressions occurring in these regulations and not defined herein but defined in the Act / Electricity Rules/ shall bear the same meaning as respectively defined in the Act/ Electricity Rules/ or in absence thereof, the meaning as commonly understood in the Electricity Supply Industry.

3. Guaranteed and Overall standards of performance

(1) The Standards specified in the Schedule - I to these Regulations shall be the Guaranteed Standards of Performance, being the minimum standards of service that a Licensee shall achieve, and the Standards specified in the Schedule-II shall be the Overall Standards of Performance which the Licensee shall seek to achieve in the discharge of his obligations as a Licensee.

(2) The Commission may from time to time add, alter, vary, modify or amend the contents of the Schedule - I and Schedule -II by general or special order(s).

4. Compensation

(1) The Licensee shall be liable to pay to the affected consumers compensation specified in Schedule - III for Licensee’s failure to meet the Guaranteed Standards of Performance specified in Schedule - I. The compensation shall be paid by the Licensee in the manner specified in Schedule III.

(2) The Licensee shall pay the compensation referred to under sub-regulation (1) above by way of adjustment in the current or future electricity bill(s) as laid down in Schedule-III.

5. Information on Standards of Performance

(1) For Guaranteed Standards, Licensee shall furnish to the Commission, in a report for every month and in a consolidated annual report, the following information:

a) The levels of performance achieved by the Licensee with reference to the standards specified in Schedule - I to these regulations;

b) The number of cases in which compensation were payable under Regulation (4) above, and the aggregate amount of the compensation payable and paid by the Licensee,

c) The number of claims made by the consumer against the licensee for failure to meet the Guaranteed Standards of Performance and the action taken by the Licensee including the reasons for the delay in payment, or non-payment of compensation for such claims; and

d) The measures taken by the Licensee to improve performance in the areas covered by Guaranteed Standards and Licensee’s targets of improved performance for the ensuing year

(2) The monthly reports under sub-regulation (1) shall be furnished to the Commission within 15 days of the close of the month and the annual report under the sub-regulation (1) shall be furnished to the Commission within 30 days of the close of the financial year.

(3) The Licensee shall furnish to the Commission, in a report for every quarter and in a consolidated annual report for each financial year, the following information as to the:

a) The level of performance achieved with reference to Overall Standards of Performance specified in Schedule - II of these regulations; and

b) The measures taken by the licensee to improve performance in the areas covered by Overall Standards and licensee’s targets of improved performance for the ensuing year.

(4) The quarterly reports under sub-regulation (3) shall be furnished to the Commission within 15 days of the close of the quarter and the annual report under the said sub-regulation (3) shall be furnished to the Commission within 30 days of the close of the financial year.

(5) The Commission shall, once a year, in the month of May, arrange for the publication of the information in the form of annual report furnished by the licensees under these regulations. It shall also make available monthly/quarterly information on demand and on payment of fee as specified; only pertaining to the current financial year.

6. Exemption

(1) The standards of performance specified in these Regulations shall remain suspended during Force Majeure conditions such as war, mutiny, civil commotion, riot, flood, cyclone, lightning, earthquake, lockout, fire affecting the Licensee’s installations.

(2) Non-compliance of a standard contained in these regulations shall not be treated as a violation, and the Licensee shall not be required to pay any compensation to affected consumer(s), if such violation is caused due to grid failure, a fault on the Transmission Licensee’s network or on account of instructions given by SLDC, over which the Licensee has no reasonable control.

(3) The Consumer Grievances Redressal Forum (CGRF) established by the Licensee under Section 42(5) of the Act and the Regulations issued by the Commission in that behalf, may by a general or special order after hearing the Licensee and the affected consumer(s) / consumer groups, release the Licensee from the liability to compensate the consumers for any default in the performance of any standard if the CGRF is satisfied that such default is for reasons other than those attributable to the Licensee and further that the Licensee has otherwise made efforts to fulfill his obligations. Such cases shall be reported by CGRF to the Commission on monthly basis.

(4) The standards of performance shall be enforced within 6 months for Chandigarh, Dadar & Nagar Haveli, Daman & Diu, Goa and Puducherry and 12 months for Andaman & Nicobar and Lakshadweep from the date of publication of these regulations.


SCHEDULE - I

7. Guaranteed Standards of Performance

Nature of cause of power supply failure Maximum Time Limit for restoration
1.1) Fuse blown out or MCB tripped Within 4 hours for Urban areas
Within 8 hours for Rural areas
1.2) Service line broken/Service line snapped from the pole Within 6 hours for Urban areas
Within 12 hours for Rural areas
1.3) Fault in distribution line/system Rectification of fault and thereafter Restoration of normal power supply within 12 hours

Temporary Supply to be restored within 4 hours from alternate source wherever feasible
1.4) Distribution transformer failed/burnt Replacement of failed transformer :

within 24 hours in urban areas
within 48 hours in rural areas

Temporary Restoration of supply through mobile transformer or another backup source within 8 hours, wherever feasible.
1.5) HT mains failed Rectification of fault within 12 hours.

Temporary restoration of power supply within 4 hours, wherever feasible.
1.6) Problem in grid (33 kV or 66 kV) substation Repair and restoration of supply within 48 hours.

Restoration of supply from alternate source, within 6 hours, wherever feasible.

Roaster load shedding may be carried out to avoid overloading of alternate source.
1.7) Failure of Power Transformer Rectification action plan to be intimated to the Commission within 72 hours.

Rectification to be completed within the time frame approved by the Commission.

Restoration of supply from alternate source within 6 hours, wherever feasible.

Roaster load shedding may be carried out to avoid overloading of alternate source.
Note: Licensee shall make arrangements to provide alternate supply in his area of supply within 6 months from the completion of periods mentioned in regulation 6(4), and provision of words “wherever feasible” provided in 1.3 to 1.7 above shall cease to operate after this period.

7.2 Quality of Power Supply

7.2.1 Voltage variations:

(1) The Licensee shall maintain the voltages at the point of commencement of supply to a consumer within the limits stipulated hereunder, with reference to declared voltage:

a) In the case of Low Voltage, +6% and -6%;
b) In the case of High Voltage, +6% and -9%; and,
c) In the case of Extra High Voltage, +10% and -12.5%.

(2) The voltage problem shall be resolved with the time limits specified in Table given below:

No. Cause of problem related to voltage variation Time limit for the rendering service
1. Local problem Within 4 hours
2. Tap of transformer Within 3 days
3. Repair of distribution line /transformer / capacitor LT system within 30 days,
HT system within 120 days.
Capacitor within 30 days.
4. Installation & Up-gradation of HT / LT System Within 180 days

7.2.2 Harmonics

The distribution licensee shall follow the voltage and current Harmonics distribution limits as specified by the CEA in the Grid Connectivity Standards applicable to distribution systems.

7.3 Complaints about meters

Subject to the Provisions of the Electricity Supply Code:

Nature of complaint Time to be taken by Licensee
Complaint lodged for accuracy test of meter Within 30 days of receiving the Complaint, the Licensee shall test the meter and if needed, the meter shall be replaced within 15 days thereafter
Complaint lodged for defective/stuck meter Within 30 days of receiving the Complaint, the Licensee shall check the meter and if needed, the meter shall be replaced within 15 days thereafter
Complaint lodged for burnt meter The Licensee shall restore supply within 6 hours upon receipt of complaint bypassing the burnt meter and new meter shall be provided within 3 days

7.4 Transfer of Consumer’s connection and conversion of services

The Licensee shall give effect to a request for transfer of consumer’s connection, change of category and conversion of the existing services from Low Tension to High Tension and vice-versa within the following time limits:

Nature of request Time to be taken by Licensee
Change of consumer’s name due to change in ownership/occupancy for property Change shall be effected in two billing cycles.
Transfer of consumer’s name to legal heir Change shall be effected in two billing cycles.
Load reduction Licensee, after verification, shall sanction the reduced load within 30 days after receipt of the application.
Change of category Licensee shall inspect the premises and change the category within 10 days from the date of receipt of application
Shifting of meter/service line etc. (1) One month for giving the estimated amount to the consumer for shifting

(2) Within one month of the consumer depositing the estimated amount as mentioned above.

7.5 Complaints about consumer’s bills

Nature of complaint Time to be taken by Licensee
Complaints on billing Licensee shall acknowledge the complaint immediately, if received in person, or within 3 days from the date of receipt if received by post. If no additional information is required, Licensee shall resolve the complaint and intimate the result to the consumer within 15 days of receipt of the complaint. In case any additional information is required, the same shall be obtained, the issue resolved and result intimated to the consumer within 15 days of the receipt of the additional information, whichever is later.

7.6 Issues relating to disconnection/ reconnection of supply

Issue under consideration Time to be taken by Licensee
Non payment of dues by the consumer Licensee to give 15 days notice to pay the dues and if not paid, the Licensee may disconnect the consumer’s installation on the expiry of the notice period.
Request for reconnection In case consumer requests for reconnection within a period of six months after disconnection, the Licensee shall reconnect the consumer’s installation within 5 days of payment of past dues and reconnection charges.

However in case consumer requests for reconnection after six months of disconnection, the connections would be reconnected only after all the formalities as required in the case of a new connection are complied with by the consumer including payment of pending dues, service line charges, security deposit etc., as applicable, for that Category of Consumer.
Consumer wanting upto date bill Licensee to carry out special reading and prepare final bill, including all arrears upto the date of billing within 7 days

7.7 The time limits prescribed in this Schedule will be computed from the time when the complaint is filed with the designated offices of the licensee or at the call centers.


SCHEDULE - II

8. Overall Standards of Performance

(1) Normal fuse -off calls: The Licensee shall maintain the percentage of fuseoff calls rectified within the time limits prescribed under sub-paragraph 1.1 of Schedule-I to total calls received at not less than 99%.

(2) Line Breakdowns: The Licensee shall ensure restoration of power supply within the time limits prescribed in sub-paragraph 1.3 of Schedule-I. The Licensee shall achieve this standard of performance in at least 95% of the cases.

(3) Distribution Transformer Failures: The Licensee shall maintain the percentage of distribution transformers replaced within the time limits prescribed in sub-paragraph 1.4 of Schedule-I to the total distribution transformers failed at not less than 95%.

(4) Period of scheduled outages: Interruption in power supply due to scheduled outages, other than the load-shedding, has to be notified in advance and shall not exceed 12 hours in a day and in each such event, the Licensee has to ensure that the supply is restored by 6:00PM. The Licensee shall achieve both of these standards of performance in at least 95% of the cases.

(5) Reliability Indices: The following reliability/outage indices are prescribed by the Institute of Electrical and Electronics Engineers (IEEE) Standard 1366 of 1998. The Licensee shall compute and report the value of these indices to the Commission from 2009 -10 onwards:

(a) System Average Interruption Frequency Index (SAIFI): The Licensee shall calculate the value as per the formula and methodology specified below.

(b)System Average Interruption Duration Index (SAIDI): The Licensee shall calculate the value as per the formula and methodology specified below.

(c) Momentary Average Interruption Frequency Index (MAIFI): The Licensee shall calculate the value as per the formula and methodology specified below.

(6) Method to compute Distribution System Reliability Indices: The Indices shall be computed by stacking, for each month all the 11KV/33KV feeders in the Licensee’s area of supply, and then aggregating the number and duration of all interruptions in that month for each feeder. The Indices would then be computed using the following formulae:

1.
Where,
Ai = Total number of sustained interruptions (each longer than 5 minutes) on ith feeder for the month
Ni = Connected load of ith feeder affected due to each interruption
Nt = Total connected load at 11KV in the Licensee’s area of supply
n = number of 11KV feeders in the licensed area of supply

2.
Where,
Bi = Total duration of all sustained interruptions on ith feeder for the month
Ni = Connected load of ith feeder affected due to each interruption
Nt = Total connected load at 11KV in the Licensee’s area of supply
n = number of 11KV feeders in the licensed area of supply

3.
Where,
Ci = Total number of momentary interruptions (each less than or equal to 5 minutes) on ith feeder for the month
Ni = Connected load of ith feeder affected due to each interruption
Nt = Total connected load at 11KV in the Licensee’s area of supply
n = number of 11KV feeders in the licensed area of supply

Note: The feeders must be segregated into rural and urban and the value of the indices must be reported separately for each month.

4. The Licensee shall propose the target level of these indices annually while submitting ARR. The Commission would thereafter notify these indices.

(7) Voltage Unbalance: The Licensee shall ensure that the voltage unbalance does not exceed 3% at the point of commencement of supply. Voltage Unbalance (VU) shall be computed in the following manner:

Voltage Unbalance = (VH-VL)/VH:

Where VH and VL are highest and lowest phase Voltages for LT system or highest and lowest phase Voltages for HT & EHT systems.

(8) Billing mistakes: The Licensee shall maintain the percentage of bills requiring modifications following complaints to the total number of bills issued, not greater than 10% for year 2009-10, 5% for year 2010 -11, 2% for year 2011-12 and 1% for 2012 -13 and thereafter.

(9) Faulty meters: The Licensee shall maintain the percentage of defective meters to the total number of meters in service, not greater than 3%.

(10) Minimise electrical accidents: Increase or decrease in no. of electrical accidents compared over a period of time will also be an indicator of the Licensee’s performance.

(11) The Summary of Overall performance standards is as follows:

Service area Overall Standard of Performance
Normal fuse-off calls At least 99% calls received should be rectified within prescribed time limits in both Cities and Towns and in Rural areas
Line Breakdowns At least 95% of cases resolved within time limit in both Cities and Towns and in Rural areas
Distribution Transformer (DTR) failure At least 95% of DTRs to be replaced within prescribed time limits in both Cities and Towns and in Rural areas
Period of scheduled outage Maximum duration in a single stretch Restoration of supply by 6:00 PM
At least 95% of cases resolved within time limit
Continuity Indices
SAIDI
SAIFI
MAIFI
To be laid down by the Commission based on the targets
proposed by the Licensees.
Frequency variations
Voltage Unbalance
To maintain supply frequency within range as per IEGC.
Maximum of 3% at point of commencement of supply.
Percentage billing mistakes Not exceeding 10% for year 2009-10, 5% for year 2010-11, 2% for year 2011-12 and 1% for 2012-13 and thereafter.
Percentage faulty meters Not exceeding 3%.

SCHEDULE - III

9. Guaranteed Standards of Performance and Compensation to Consumers in Case of Default

Service Area Standard Compensation payable in case of violation of Standard
(default shall be considered from the time consumer has made complaint)
Compensation payable to individual consumer if the event affects a single consumer Compensation payable to individual consumer if the event affects more than one consumer
I. Billing
First Bill Within 2 billing cycles 10% of the billed amount subject to maximum of Rs. 250/- Not Applicable
In case bills are raised even after disconnection on consumerís request   Rs.250/- for each case
II. Transfer of consumerís connection and conversion of services
Change of consumerís name due to change in ownership/ occupancy for property Within 2 billing cycles of acceptance of application Rs. 50 for each day of default Not applicable
Transfer of consumerís name to legal heir Within 2 billing cycles of acceptance of application
Load reduction 30 days after receipt of the application
Change of category Within 10 days of acceptance of application
III. Disconnection/ Reconnection of supply
Consumer wanting up to date bill Licensee to carry out special reading and prepare final bill, including all arrears up to the date of billing, within 7 days Rs. 50 for each day of default  
Request for reconnection In case consumer requests for reconnection within a period of six months after is connection, the Licensee shall reconnect the consumerís installation within 7 days of payment of past dues and reconnection charges.
IV. Meter complaints
Testing of meter Within 30 days of receipt of complaint Rs. 25 for each day of default Not applicable
Replacement of burnt meter Within 6 hours restoration of supply by bypassing the burnt meter. Meter to be replaced within 3 days Rs. 50 for each day of default Not applicable
Replacement of defective meter Within 15 days of declaring meter defective Rs. 50 for each day of default Not applicable
V. Power supply failure
Fuse blown out or MCB Tripped (in case fuse or MCB belongs to Licensee i.e. pole or feeder pillar fuse) Within 4 hours for Urban areas
Within 8 hours for Rural areas
Rs. 10 for each hour of default Rs. 5 for each hour of default to each consumer affected
Service line broken
Service line snapped from the pole
Within 6 hours for Urban areas
Within 12 hours for Rural areas
Fault in distribution line/system Rectification of fault and thereafter Restoration of normal power supply within 12 hours
Distribution transformer failed/ burnt Replacement of failed transformer within 48 hours Rs. 100 for each day of default Rs. 50 for each day of default to each consumer affected
HT mains failed Rectification of fault within 12 hours Rs. 200 for each day of default Rs. 100 for each day of default to each consumer affected
Problem in grid (33 Kv or 66 Kv) substation Repair and restoration of supply within 48 hours
Failure of Power Transformer Rectification to be completed within 15 days Rs. 500 for each day of default per day Rs. 250 for each day of default to each consumer affected
VI. Voltage fluctuation
Local problem Within 4 hours Rs. 50 for each day of default Rs. 25 for each day of default to each consumer affected
Tap of transformer Within 3 days
Repair of distribution line /
transformer / capacitor
Within 30 days Rs. 100 for each day of default Rs. 50 for each day of default to each consumer affected
Installation & Up-gradation of HT / LT System Within 90 days
Damage to consumerís apparatus due to Voltage fluctuations Immediate Repair charges subject to a maximum of Rs 500/- per apparatus
VII. Complaints/Applications under sub-regulation 7.4 above As mentioned in sub-regulation 7.4 above Rs 100 for each day of default

10. Manner of payment of compensation amount:

(1) The Licensee shall register every complaint of a consumer regarding failure of power supply, quality of power supply, meters, bills etc., at their designated office(s) which should be within easy reach of the consumer and intimate the complaint number to the consumer.

(2) The Licensee shall maintain consumer-wise records regarding the Guaranteed standards of performance in order to give a fair treatment to all consumers and avoid any dispute regarding violation of standard.

(3) All payments of compensation shall be made by way of adjustment against current and/or future bills for supply of electricity, but by not later than 90 days from the date of violation of a Guaranteed Standard unless demanded by the consumer as a direct payment. If the Licensee, however, fails to dispense the compensation amount as laid down in Regulation (9) above the aggrieved consumer(s) can approach the respective Consumer Grievance Redressal Forum for redressal of grievances of consumers to seek such compensation. In such event, additional penalty may be levied on licensee for not faithfully implementing the regulations on case-to-case basis.



(J.S Sehrawat)
Secretary


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