1. ELECTRICITY CONSUMER - RIGHTS AND PRIVELEGES AND DUTIES AND OBLIGATIONS D.S.HANUMANTHA RAO B.E.(Hons); PGDM (IIMA) FORMER MEMBER, TAMIL NADU ELECTRICITY REGULATORY COMMISSION, CHENNAI CONTACT No 044- 2474 0316 E-mail :dshr@dataone.In

2. 2 Who is an electricity consumer? ANY PERSON WHO IS SUPPLIED WITH ELECTRICITY FOR HIS OWN USE BY A LICENSEE OR THE GOVERNMENT OR BY ANY OTHER PERSON, ENGAGED IN THE BUSINESS OF SUPPLYING ELECTRICITY TO THE PUBLIC UNDER THIS ACT OR ANY OTHER LAW FOR THE TIME BRING IN FORCE AND INCLUDES ANY PERSON WHOSE PREMISES ARE FOR THE TIME BEING CONNECTED FOR THE PURPOSE OF RECEIVING ELECTRICITY WITH THE WORKS OF A LICENSEE, GOVERNMENT OR SUCH OTHER PERSON, AS THE CASE MAY BE.

3. 3 IS A NEW APPLICANT OR AN INTENDING ELECTRICITY CONSUMER, A CONSUMER UNDER THE ACT?

4. 4 YES, HE IS ALSO AN ELECTRICITY CONSUMER

5. 5 Indian Power Sector  Power in Concurrent list : Both Central and State Governments have jurisdiction  Power Sector in States Vertically integrated State Electricity Boards (being restructured)  Central Public Sector Undertakings Own 34.4% of the capacity; States: 52.7 %

6. 6 Indian Power Scene 30-12-2007 Capacity:140301 MW Hydel-24.7 % Thermal- 64.6 % [Coal – 53.2 % Gas and diesel – 11.4 %] Wind – 7.8 % Nuclear 2.9 % S- 72231 MW C- 47351 MW P – 18669 MW AVAILABILITY – 83.72 % PLF : PUBLIC 77.03 % PRIVATE – 86.35 T&D LOSSES – 30.42 % PEAK POWER SHORTAGE –13.80 % ENERGY SHORTAGE –9.6 %

7. 7 GROWTH OF THE INDIAN POWER SECTOR POWER GENERATING CAPACITY HAS GROWN MANIFOLD FROM 1712 MW IN 1950 TO MORE THAN 140301 AS OF TODAY. THE TRANSMISSION LINES HAVE ALSO GROWN FROM A MERE 2708 CKM IN 1950 TO MORE THAN 251195 CKM TODAY. MORE THAN 80 % OF 580000 VILLAGES HAVE BEEN ELECTRIFIED; THE BALANCE WILL BE COMPLETED BY 2007. ABOUT 60 % OF THE POPULATION HAVE ACCESS TO ELECTRICITY; THE BALANCE WILL BE COMPLETED BY 2012.

8. 8 Present scenario - the challenge Financial health of SEBs Business as usual continues Results targeted Losses (Rs. Cr.) Years Contd...

9. 9 Present scenario - the challenge Contd. ….. Power : removing shortages and improving Reliability & Quality Results targeted Peaking Shortage % Installe d Capacit y 108,000 MW146,000 MW212,000 MW

10. 10 PHYSICAL ACHIEVEMENT 8 TH PLAN: TARGET – 30538 MW ACTUAL – 16323 MW 9 TH PLAN : TARGET – 40245 MW ACTUAL – 20892 MW 10 th plan: TARGET – 41110 MW ACTUAL – 21180 MW (30/04/2007) 11 th plan:78577 MW; 12 th Plan : 107500 MW

11. 11 OPERATING COST AND REALISATION IN PAISE PER UNIT 96-97 –215.68 – 165.30 97-98 – 239.70 – 180.30 98-99 – 262.50 – 185.50 99-00 – 283.00 – 199.00 00-01 – 308.30 – 212.00 01-02 - 339.0 - 229.00 02-03- 47p / FOR TN 03-04- 27 p/ FOR TN 04-05- 40 p/ FOR TN

12. 12 Three Crises in the Power Sector Financial Crisis (Utilities and Governments) Crisis of Performance Crisis of Governance Control of Vested Interests on Decisions and Execution + Breakdown of Mechanisms for Transparency, Accountability, and Participation (TAP) = Crisis of Governance

13. 13 WEAKNESSES OF SEBs POOR FINANCIAL POSITION HIGH T & D LOSSES. LARGE INVESTMENT NEEDS. COMPLEX ORGANISATION STRUCTURE AND PROCEDURES HIGHLY SUBSIDISED TARIFFS LARGE UNMETERED SUPPLIES. LOW ELECTRICITY COVERAGE. LOW EMPLOYEE PRODUCTIVITY. POOR QUALITY OF POWER,

14. 14 OBJECTIVES STRATEGYACTION POWER SECTOR DEVELOPMENT Reliable power Quality power Inexpensive power Commercial viability Power to All Sufficient power for 8% economic growth Transmission Distribution Regulation Financing Conservation Generation Communication Legislative initiatives

15. 15 # STRATEGY Distribution Reforms aimed at  System upgradation (APDRP)  Loss reduction (Aggregate Technical & Commercial losses)  Theft control  Consumer orientation  Commercialization  Decentralized distributed generation and supply for rural areas  Introducing competition  I.T. to replace human interfaces Distribution

16. 16 # ACTION  Energy accounting  Metering  Organization restructuring  Franchisees  Technology input  Anti theft laws  Accelerated Power Development & Reform Programme (APDRP) Incentive linked development package Five years Business plan Reliability index Rating of utilities  Rural Elect. Supply Technology Mission (REST)  Accelerated Rural Electrification Programme

17. 17  Political consensus.  Public Awareness  Media support Communication

18. 18

19. 19 PERCEPTION OF ELECTRICITY SERVICE SERVICE IS A KEY TO FUTURE GROWTH AND SUCCESS POOR SERVICE IS EVERYWHERE SERVICE CRISIS IS LOOMING AND PROVIDERS ARE NOT AWARE OF IT CONSIDERABLE DISSATISFACTION AT THE CONSUMER LEVEL; NO SWAPPING OF PROVIDER OF SERVICE THE CONSUMERS ARE DEMANDING

20. 20 SERVICE DIMENSIONS TECHNICAL QUALITY OF SERVICE –WHAT OF IT? – MOSTLY PRODUCT FEATURES FUNCTIONAL QUALITY – HOW OF IT?- SERVICE QUALITY, ASSURANCE - COURTESY WITH EMPATHY, RELIABILITY, SPEED OF SERVICE AND TANGIBLES – APPEARANCE OF PHYSICAL FACILITIES, EQUIPMENT, PERSONNEL AND COMMUNICATION DEVICES (TOLL FREE-PHONE, CONSUMER FOCUS GROUPS, INDEPENDENT OBSERVATIONS, QUESTIONNAIRES, PERSONAL VISITS, TELEVISION AND LINE ADVERTISEMENTS)

21. 21 MY VIEW THE MORE THE INDUSTRY IS MONOPOLISTIC, THE LONGER THE BUSINESS IS IN EXISTENCE, THE MORE LIKELY THAT, THAT BUSINESS HAS LOST ITS SIGHT ON WHAT IS IMPORTANT IN SERVICE TO CONSUMERS.

22. 22 POWER T(RI)ANGLE Kva cos(phi) = kw Kw x hour = Kwhr 1 Kw x 1 hour = 1 unit KVA KVAR KW PHI

23. 23 PUBLIC INTEREST ? IN INDIA, ELECTRIC UTILITY IS A COMMERCIAL ORGANISATION SINCE AROUND 1978. CERC/SERCs ARE SUPPOSEDLY TO ACT INDEPENDENT OF THE APPROPRIATE GOVERNMENTS. THEY HAVE OVERRIDING MANDATORY POWERS ON ALL ACTS EXCEPTING THE ATOMIC ENERGY ACT, CONSUMER PROTECTION ACT AND RAILWAYS ACT THE APPROPRIATE GOVERNMENTS CAN GIVE DIRECTIONS TO ERCS IN PUBLIC INTEREST (SECTIONS 107 AND 108). THE APPROPRIATE GOVERNMENTS’ DECISIONS IN CASE OF ANY QUESTION ARISING ABOUT PUBLIC INTEREST IS FINAL. HAVE WE DEFINED WHAT IS MEANT BY PUBLIC INTEREST?

24. 24 WHAT IS PUBLIC INTEREST? INTER AND INTRA CLASS OR INTER- GENERATIONAL EQUITY. EQUAL TREATMENT OF EQUALS BALANCING LONG AND SHORT TERM GOALS THAT HAVE THE POTENTIAL TO AFFECT INTER- GENERATIONAL BALANCE. PROTECTING AGAINST THE ABUSE OF MONOPOLY POWER. GENERAL PROTECTION OF HEALTH AND WELFARE OF THE CITIZENS OF THE STATE, NATION AND THE WORLD.

25. 25 LICENSEE’S MUST DO on an application by the owner or occupier of any premises, give supply of electricity to such premises, within one month after receipt of the application requiring such supply : no person shall be entitled to demand, or to continue to receive, from a licensee a supply of electricity for any premises having a separate supply unless he has agreed with the licensee to pay to him such price as determined by the Appropriate Commission. If a distribution licensee fails to supply the electricity within the period specified in sub-section (1), he shall be liable to a penalty which may extend to one thousand rupees for each day of default.

26. 26 CHARGES The charges for electricity supplied by a distribution licensee shall be - fixed in accordance with the methods and the principles as may be specified by the concerned State Commission published in such manner so as to give adequate publicity for such charges and prices. a fixed charge in addition to the charge for the actual electricity supplied; a rent or other charges in respect of any electric meter or electrical plant provided by the distribution licensee.

27. 27 NO FAVOURS a distribution licensee shall not show undue preference to any person or class of persons or discrimination against any person or class of persons a distribution licensee to charge from a person requiring a supply of electricity (in pursuance of section 43) any expenses reasonably incurred in providing any electric line or electrical plant used for the purpose of giving that supply.

28. 28 SECURITY any person, who requires a supply of electricity in pursuance of section 43, to give him reasonable security, as determined by regulations in respect of the electricity supplied to such persons; or where any electric line or electrical plant or electric meter is to be provided for supplying electricity to person, in respect of the provision of such line or plant or meter, and if that person fails to give such security, the distribution licensee may, if he thinks fit, refuse to give the supply or to provide the line or plant or meter for the period during which the failure continues. The distribution licensee shall pay interest equivalent to the bank rate or more, as may be specified by the concerned State Commission, on the security referred to in sub-section (1) and refund such security on the request of the person who gave such security.

29. 29 SECURITY NOT NECESSARY A distribution licensee shall not be entitled to require security in pursuance of clause (a) of sub-section (1) if the person requiring the supply is prepared to take the supply through a pre-payment meter.

30. 30 CONSTRAINTS A distribution licensee may require any person who requires a supply of electricity to accept - any restrictions which may be imposed for the purpose of enabling the distribution licensee to comply with regulations made under section 53; any terms restricting any liability of the distribution licensee for economic loss resulting from negligence of the person to whom the electricity is supplied.

31. 31 CONSUMER GRIEVANCE REDRESSAL FORUM Every distribution licensee shall, within six months from the appointed date or date of grant of licence, whichever is earlier, establish a forum for redressal of grievances of the consumers in accordance with the guidelines as may be specified by the State Commission.

32. 32 C G R F i Any consumer in the area of supply of the licensee shall not have to travel more than 100 Kilometres to submit his complaint with the forum for redressal. The forum shall consist of three members to be appointed by the distribution licensee with the following composition. (a) Chairperson of the forum shall be a full time officer of the licensee not lower in rank than the rank of Superintending Engineer. (b) One member shall be a person with 15 to 20 years experience in financial / legal profession and shall be nominated by the District Collector of the district where the forum is head quartered. (c) Another member shall be from a registered society of NGO or a consumer organization or a consumer activist and shall be nominated by the District Collector of the district where the forum is head quartered.

33. 33 C G R F ii The applications/bills/receipts issued by the Licensee to the consumers shall contain the address of the concerned Consumer Grievance Redressal Forum and the statement 'Complainants whose grievance is not redressed by the official of the Licensee may approach the Consumer Grievance Redressal Forum' shall also be printed on it.

34. 34 C G R F iii CONTD On receipt of the comments from the licensee or otherwise, the forum shall complete enquiry as expeditiously as possible and every endeavour shall be made to pass appropriate order on the complaint within a maximum period of 2 months from the date of receipt of complaint by the forum. The licensee shall implement the decisions of the forum within the timeframe specified in the order and report compliance to the forum within 5 days of the implementation of the order. Any person aggrieved by an order made by the forum may prefer an appeal against such order to the Electricity Ombudsman within a period of 30 days from the date of Order

35. 35 ELECTRICITY OMBUDSMAN Any consumer, who is aggrieved by non- redressal of his grievances may make a representation for the redressal of his grievance to an authority to be known as Ombudsman to be appointed or designated by the State Commission

36. 36 POWERS OF OMBUDSMAN The Electricity Ombudsman shall have the following powers and duties. To receive the appeal petitions against the order of the consumer grievance redressal forum and consider such complaints and facilitate their satisfaction or settlement by agreement, through conciliation and mediation between a licensee and the aggrieved parties or by passing an award in accordance with the Act and Rules or Regulations made thereunder.

37. 37 APPEAL AVENUES AGAINST LICENSEE, WHEN PETITION FAILS CGRF OMBUDSMAN ELECTRICITY REGULATORY COMMISSION APPELLATE TRIBUNAL FOR ELECTRICITY HIGHCOURT/SUPREME COURT

38. 38 Details of consumers TN HT CONSUMERS IA -3860** (38.60%) IIA – 706 IIB – 3 III -1128* Com IV – 12 V - 6 5715 - 32 % consn 52 % revenue LT CONSUMERS IA -11974293 (24.76%) Dom IB -1020509 huts IC – 481 IIA-321352 IIB-109304 IIC-46573 IIIA-i&ii 119713 IIIB-310535** IV -1768052 (20.84%) Ag V- 2122967* + Others 3688 (8.96%) Com

39. 39 STANDARDS OF PERFORMANCE The Appropriate Commission may, after consultation with the licensees and persons likely to be affected, specify standards of performance of a licensee or a class of licensees. If a licensee fails to meet the standards specified under subsection (1), without prejudice to any penalty which may be imposed or prosecution be initiated, he shall be liable to pay such compensation to the person affected as may be determined by the Appropriate Commission: Provided that before determination of compensation, the concerned licensee shall be given a reasonable opportunity of being heard. The compensation determined under sub-section (2) shall be paid by the concerned licensee within ninety days of such determination.

40. 40 “Table I : Category Time Schedule for LT (a) Involving no extension or improvement work - Preferably within a week but not exceeding 30 days (b) Involving Extension and Improvement without Power Transformers -60 days (c) Involving Extension and Improvement with Power Transformers -90 days Table II : Category Time Schedule for HT / EHT HT EHT (a)Involving Extension & Improvement 60 days 150 days 120 days (b)Involving the enhancement of Power Transformer/Addition of Power Transformer 180 days (c) Involving the Commissioning of new substation 180 days 270 days

41. 41 Table Interruption Due To Power Failure - Restoration Time Corporation Urban Municipalities Rural Hill Area HT Supply failure 1 hour 3 hours 6 hrs 12hrs Fault in Transformer Structure or LT Line or 2 hours 4 hrs 6 hrs 12 hrs Pillar Box Fault of Distribution 24 hrs 48 hrs 48 hrs 48 hrs Transformer Individual Service 3 hrs 9 hrs 12 hrs 24 hrs Connection fault

42. 42 Section 50 of the Electricity Act, 2003 specifies that the supply code shall provide for (1) recovery of electricity charges, (2) intervals for billing of electricity charges, (3) disconnection of supply of electricity for non-payment thereof, (4) restoration of supply of electricity, (5) tampering, distress or damage to electrical plant, electric lines or meter, (6) entry of distribution Licensee or any person acting on his behalf for disconnecting supply and removing the meter, entry for replacing, altering or maintaining electric lines or electrical plant or meter etc

43. 43 Categories of supply Supply of electricity available to the consumer is of the following categories:- a. Single-phase 2 wire 240 volts between phase and neutral for supply to a total connected load not exceeding 4000 watts (including power loads). b. Three-phase 4 wire 415 volts between phases and 240 volts between phase and neutral for supply to a total connected load exceeding 4000 watts but not exceeding a demand of 112 KW. c. The consumer may elect to avail supply under any one of the above categories where the connected load does not exceed 4000 watts. d. Three-phase 3 wire, 11,000 volts and above between phases for power installation exceeding a demand of 112 KW, the minimum demand however being 63 KVA. e. The consumer shall avail supply at 33 kV and above when the demand is 5 MVA and above.

44. 44 Charges recoverable by the Licensee from the consumers (1) Tariff related charges, namely, - (i) The price of electricity supplied by him to the consumer which shall be in accordance with the tariff rates as the Commission may fix from time to time, for HT supply, LT supply, temporary supply and for different categories of consumers. In case the temporary supply is for construction of residential houses, housing complexes, the tariff shall be Commercial Tariff till the completion of construction and to be changed to appropriate tariff on completion. Where it is intended to use Floor Polishing equipments, welding equipments for repairs/ maintenance and such other portable equipments temporarily in a premises having permanent supply, such use shall not be treated as temporary supply for purpose of levying charges.. It shall be construed as regular consumption under the permanent supply tariff. (ii) Demand charges for HT supply and fixed charges for LT supply shall be payable by the consumer in accordance with the rates as the Commission may fix from time to time for different categories of consumers.

45. 45 Charges recoverable by the Licensee from the consumers (iii) Disincentive for power factor Every consumer shall maintain a power factor- In case of LT supply, of 0.85 lag and In case HT supply, of 0.90 lag failing which he shall be liable to pay compensation by way of Disincentive at such rates as the Commission may declare from time to time. Likewise, the consumer who maintains the power factor above a specified level may be rewarded by way of incentive at such rates as the Commission may declare from time to time which shall be adjusted in the bill. (iv) Additional charges for harmonics dumping Where any equipment installed by a consumer generates harmonics, the consumer shall provide adequate harmonic suppression units to avoid dumping of harmonics into Licensee’s distribution system and the Licensee is at liberty to provide suitable metering equipment to measure the harmonic level pursuant to such harmonic. Where the consumer fails to provide such units, he shall be liable to pay compensation at such rates as the Commission may declare from time to time.

46. 46 Charges recoverable by the Licensee from the consumers (v) The tax or duty, if any, on electricity supplied or consumed as may be levied by the State Government which shall be credited to the Government account as per the directions received from Government from time to time. At the time of extension of period of temporary supply, it shall be ensured that the advance current consumption (CC) charges are adequate. The CC charges shall be adjusted against the advance CC charges

47. 47 Miscellaneous charges (1) Capacitor Compensation charge (2) Excess demand charge (3) Excess Contracted load charge (4) Belated payment surcharge (BPSC) (5) Additional Security Deposit (6) Service / Line shifting charge. (7) Name Transfer charge

48. 48 Miscellaneous charges 8) Reconnection Charge 9)Consumer Meter Card Replacement Charge 10)Dishonoured cheque service charge 11)Meter Related Charges 12)Application Registration Charge 13)Minimum Charges

49. 49 Periodicity of the meter reading for various categories of consumers Consumer Category Periodicity of Meter Reading Agriculture – Metered and Un-metered (flat rate) Monthly Domestic/Non Domestic Bimonthly Bulk Supply Monthly HT Industry Monthly LT Industry Monthly Street light, Public Waterworks Monthly Temporary Metered Supply Monthly Railways Traction. Monthly

50. 50 DETAILS OF BILLING I (1) Bill Number, Cycle and Group No (2) Date of the bill (3) Consumer/Account No., name and address of the Consumer (4) Name of Sub-division (5) Type of supply (i.e. single phase, three-phase LT or HT) (6) Contract demand (if applicable) (7) Connected load (8) Category of consumer (i.e. domestic, non-domestic etc.) (9) Status of meter (OK/defective/missing/Door Lock etc.)

51. 51 DETAILS OF BILLING II (10) Meter No and meter make. - In case replacement of energy meter is involved during the billing cycle, the meter numbers of old and the new meters, date of replacement, final reading of old meter and initial reading of new meter at the time of replacing the meter shall also be indicated on the bill. (11) Multiplying Factor of the meter (12) Billing cycle (13) Initial meter reading of the billing period/cycle with date (14) Final meter reading of the billing period/cycle with date (15) Number of units consumed during the billing cycle or attributed to un-metered connection (16) Energy / Monthly Minimum Charges (Supply of Power –SOP) (17) Credit (money value

52. 52 DETAILS OF BILLING III (18) Fixed Charges (19) Rentals-meter service & Equipment (20) Capacitor Surcharge (21) Electricity Duty (ED) (22) Municipality Tax (MT) (23) FSA (Fuel Surcharge Adjustment) charges (24) Charge for low power factor (25) Interest on instalments due

53. 53 DETAILS OF BILLING IV (26) Total current month demand (where applicable and the consumer has been provided with MDI facility on the meter) (27) Arrears (Break up of SOP and Additional charge for delayed payment, ED, MT)-Preceding financial year. (SOP and Additional charge for delayed payment should be separately aggregated) (28) Arrears (Break up of SOP and Additional charge for delayed payment, ED, MT)-Current financial year (SOP and Additional charge for delayed payment should be separately aggregated) (29) Others (sundry charges) with brief explanation (30) Total amount due

54. 54 DETAILS OF BILLING V (31) Adjustment (32) Net Amount payable by due date (rounded off) (33) Additional charge for delayed payment (34) Amount payable after due date (rounded off) (35) Due Date for payment (36) Security Deposit and Interest thereon (once in a year in the month of April) (37) Applicable tariff on the date of billing (38) Mode of payment (39) Amount, date and Bill receipt number of the last payment received (40) In case of cheques and bank drafts, the receiving authority in whose favour the amount should be drawn (41) Notice under section 56 of the Electricity Act 2003(for defaulters only and for others it may be treated as information) (42) Area specific information:

55. 55 DETAILS OF BILLING VI a)The name(s)/address(s) of collection centers and working hours for collection of bills. b) Designation/address and telephone number(s) of the authority with whom grievance pertaining to bills can be lodged. c)Address(es) and telephone number(s) of Complaint centers. (43) Address and telephone numbers of the Forum and the Ombudsman constituted under section 42 of the Act (44) Compensation paid (under standard of performance, regulation 2004) The bill may contain additional information in respect of consumers covered under two-part tariff.

56. 56 Erroneous / Disputed Bills The consumer shall deposit under protest – (a) an amount equal to the sum claimed from him, or (b) the electricity charges due from him for each month calculated on the basis of average of amounts for electricity paid by him during the preceding six months, whichever is less, pending disposal of any dispute between the consumer and the licensee.

57. 57 Disconnection of supply due to non-payment - Where a consumer neglects to pay any consumption charge for electricity or any other amount due from him to a Licensee, by the due date mentioned in the bill, in respect of supply of energy to him or in respect of supply, transmission or distribution or wheeling of electricity to him, the Licensee may, after giving not less than fifteen (15) clear days' notice in writing to such person and without prejudice to his rights to recover such charge or other sum by suit, cut off the supply of electricity and for that purpose cut or disconnect any electric supply line or other works being the property of such Licensee or the generating company through which electricity may have been supplied, transmitted, distributed or wheeled and may discontinue the supply until such charge or other sum, together with any expenses incurred by him in cutting off and reconnecting the supply, are paid, but no longer. Provided that the supply of electricity shall not be cut off if such consumer deposits under protest – (a) an amount equal to the sum claimed from him, or (b) the electricity charges due from him for each month calculated on the basis of average of amounts for electricity paid by him during the preceding six months,

58. 58 Disconnection process i However, before disconnecting supply, an adult member of the family should be informed. If proof of removal of cause of disconnection has been produced to the satisfaction of Licensee's employee deputed for disconnection, the supply shall not be disconnected. (3) Disconnection will normally be effected in the forenoon and in any case not after 6 P.M. (4) Notwithstanding anything contained in any other law for the time being in force, no sum due from any consumer shall be recoverable after a period of two years from the date when such sum became first due unless such sum has been shown continuously as recoverable as arrears of charges for electricity supplied and the Licensee shall not cut off the supply of the electricity.

59. 59 Disconnection process ii (5) In case of continued default in payment of electricity charges and any sum due to Licensee by any consumer, the Licensee shall be entitled to terminate the agreement executed by the consumer as per the terms and conditions of supply of the Licensee as approved by the Commission. (6) On termination of agreement and permanent disconnection, if the consumer wishes to revive the connection, he would have to apply afresh and the application would be considered only after all outstanding dues have been cleared.

60. 60 PROCEDURE FOR VISITING THE PREMISES The authorised personnel visiting the consumer premises must follow the following codes/procedure (a) Each and every person entering in to the premises should have identity card issued by the licensee with him. The identity card must be placed in a manner so that the consumer can easily see the same. (b) Each and every Member of staff including officers entering in to the premises should wear the nameplate with the designation and must carry instruction sheet/job sheet in respect of the job which he is required to execute and will show to the consumer. (c) Site report of the job shall include date and time of completion of the job and will be signed by the consumer. (d) Consumer shall cooperate with the Licensee’s personnel and make the premises available to them for carrying out their duty to enable Licensee to provide better service.

61. 61 PURPOSE OF VISIT A Licensee or any other person duly authorised by him may, at any reasonable time, and on informing the occupier of his intention, enter any premises in which the electric supply – lines or other works have been lawfully placed by him for the purpose of – (a) inspecting, testing, repairing or altering the electric supply-lines, meters, fittings, works and apparatus for the supply of electricity belonging to the Licensee; or (b) ascertaining the amount of electricity supplied or the electrical quantity contained in the supply; or (c) removing any electric supply-lines, meters, fittings, works or apparatus belonging to the Licensee where a supply of electricity is no longer required, or the Licensee is authorised to take away and cut off such supply; or (d) Disconnection of Supply under Regulation 12 and or (e) Delivery of bills

62. 62 Tampering, distress or damage to electrical plant, lines or meter (1) If the equipment i.e. electrical plant, lines or meter etc. of the Licensee placed in the consumer premises is found tampered, distressed/damaged, the Licensee shall be entitled to recover the expenses incurred for restoration of such plant, line, meter etc., without prejudice to his right to take action under appropriate provisions of the Act, including disconnection of supply under section 56 of the Act for non-payment of the cost for replacement/rectification. (2) Wherever un-authorised use of electricity is involved, the provision of section 126 of the Act shall apply and where theft of electricity is involved, the provisions of section 135 of the Act shall apply. (3) Wherever un-authorised use of electricity is detected and a final order is issued by the assessing officer, the consumer shall be entitled to file an appeal to the appellate authority under section 127 of the Act.

63. 63 Tampering, distress or damage to electrical plant, lines or meter (1) If the equipment i.e. electrical plant, lines or meter etc. of the Licensee placed in the consumer premises is found tampered, distressed/damaged, the Licensee shall be entitled to recover the expenses incurred for restoration of such plant, line, meter etc., without prejudice to his right to take action under appropriate provisions of the Act, including disconnection of supply under section 56 of the Act for non-payment of the cost for replacement/rectification. (2) Wherever un-authorised use of electricity is involved, the provision of section 126 of the Act shall apply and where theft of electricity is involved, the provisions of section 135 of the Act shall apply. (3) Wherever un-authorised use of electricity is detected and a final order is issued by the assessing officer, the consumer shall be entitled to file an appeal to the appellate authority under section 127 of the Act.

64. 64 Tampering of meters and theft of electricity Whoever, dishonestly,- a. taps, makes or causes to be made any connection with overhead, underground or under water lines or cables, or service wires, or service facilities of a Licensee; or b. tampers a meter, installs or uses a tampered meter, current reversing transformer, loop connection or any other device or method which interferes with accurate or proper registration, calibration or metering of electric current or otherwise results in a manner whereby electricity is stolen or wasted; or c. damages or destroys an electric meter, apparatus, equipment, or wire or causes or allows any of them to be so damaged or destroyed as to interfere with the proper or accurate metering of electricity, so as to abstract or consume or use electricity shall be punishable with imprisonment for a term which may extend to three years or with fine or with both; CONTD

65. 65 Provided that in a case where the load abstracted, consumed, or used or attempted abstraction or attempted consumption or attempted use-- (i) does not exceed 10 kilowatt, the fine imposed on first conviction shall not be less than three times the financial gain on account of such theft of electricity and in the event of second or subsequent conviction the fine imposed shall not be less than six times the financial gain on account of such theft of electricity. (ii) exceeds 10 kilowatt, the fine imposed on first conviction shall not be less than three times the financial gain on account of such theft of electricity and in the event of second or subsequent conviction, the sentence shall be imprisonment for a term not less than six months but which may extend to five years and with fine not less than six times the financial gain on account of such theft of electricity: Provided further that if it is proved that any artificial means or means not authorized by the Board or Licensee exist for the abstraction, consumption or use of electricity by the consumer, it shall be presumed, until the contrary is proved, that any abstraction, consumption or use of electricity has been dishonestly caused by such consumer.

66. 66 Compounding of offences 1.Industrial Service- twenty thousand rupees ; 2.Commercial Service - tenthousand rupees ; 3. Agricultural Service - two thousand rupees ; 4. Other Services - four thousand rupees ;

67. 67 THE ENERGY CONSERVATION ACT, 2001 NORMS FOR PROCESSES AND CONSUMPTION STANDARDS FOR EQUIPMENT AND APPLIANCES LABELS EFFICIENCY MEASURES FOR EQUIPMENTS DEVELOP ENERGY EFFCIENCY CONSERVATION BUILDING CODES

68. 68 LABELLING  Enforce a scheme for compulsory affixing of labels on notified equipment and appliances to indicate in a clear, and readable manner, the rate of energy consumption of such equipment and appliances. Disseminate information on the benefits of life cycle costing to the consumer to make informed choice as opposed to low initial cost purchase behavior of the consumers.

69. 69 STANDARDS LABELLING (Continued) Prohibit manufacture, sale, import of such equipment, which does not conform to the standards

70. 70 Demand - DEFINITIONS a. “Average Demand” for the month means the ratio of the total kilowatt-hours consumed in the month to the total hours in the month. b. “Maximum Demand” in a month means the highest value of the average Kilovolt- amperes in case of HT services and KW in case of LT services, delivered at the point of supply of the consumer during any consecutive thirty / fifteen minutes in a month depending on the nature of load. c. “Permitted Demand,” means the demand permitted by the Licensee taking into account the constraints in the transmission and distribution network. d. “Sanctioned Demand” or “Contracted Demand” means the demand sanctioned by the Licensee and specified in the agreement.

71. 71 VOLTAGE OF SUPPLY “Low Voltage” where the voltage does not exceed 250 volts under normal conditions. “Medium Voltage” where the voltage is higher than 250 volts and does not exceed 650 volts under normal conditions “High Voltage” where the voltage is more than 650 volts and does not exceed 33,000 volts under normal conditions “ Extra High Voltage” where the voltage exceeds 33,000 volts under normal conditions

72. 72 Operational problems And activities Substation faults, Voltage quality, Harmonics, Earthing problems, Motor starting, Power swings, Frequency of occurrence of faults, Fault tripping, Overloads, Over voltages –Harmonics analysis –Harmonics filter design –Earthing measurement –Network configuration –Substation design –Economic analysis –Relay selection –Handling of neutral point –Insulation coordination

73. 73 PLANNING PROCESS LOAD FORECAST LOAD RESEARCH LOAD DATA FORECAST METHODOLOGY PLANNING CRITERIA PERFORMANCE BASES

74. 74 Quality of Service Quality of service means providing uninterrupted, reliable electric supply at stipulated voltage and frequency, which will be the end result of its planning, designing of network, operation and service management to ensure stability in supply and prompt compliance of consumers’ complaints on metering and billing. The supply with frequent power failure, fuse of calls, voltage fluctuations will not ensure continuity in supply. These factors determine the degree of satisfaction of the consumers.

75. 75 NORMS FOR EXTENSION OF SERVICES* Category Time Schedule a) Extension and improvement without transformers:45 days b) Extension and improvement with transformers. 60 days c) Normal services30 days *Agricultural services excepted on the basis of section 86 (4) – National Electricity Policy and Section 108 – directions of the State in public interest

76. 76 OTHER NORMS 1. Shifting of meter / service 15 days 2. Shifting of LT / HT lines 45 days 3. Shifting of Transformer structures 60 days 4. Transfer of Service Connection – in 7 days. 5. Replacement of meters - in 30 days.

77. 77 Interruption due to Power restoration time (Working Hours) Urban Rural High Tension supply failure 1 hour 3 hours Fault in pillar boxes or Transformer structures 2 hours 2 hours Failure of distribution transformer 24 hours 48 hours Individual service connection faults 3 hours 6 hours Voltage complaints 48 hours 48 hours

78. 78 COMPENSATION S.No. Events Compensation payable 1 Duty to give supply on request a) New Service connection [ b) Additional Load ] Rs.100/- per day of delay ] ----------- subject to maximum of Rs.1000/- c) Temporary Supply [ d) Shifting of service connection [ e) Transfer of service connection [ f) Change of tariff [ 2 Complaints in billing-----------Rs.150/- for non-reply within the period. 3 Replacement of meters Rs.100/- for each day of delay subject to a maximum of Rs.1000/- 4 Interruption of supply Rs.50/- for each six hours (or part thereof) of delay in restoration of supply subject to a maximum of Rs.2000/- CONTD

79. 79 S.No. Events Compensation payable 5 Voltage fluctuations and complaints Rs.250/- for failure to visit or convey findings within the stipulated period 6 Responding to consumer’s Complaints Rs.25/- for each day of delay subject to a maximum of Rs.250/- 7 Making and keeping appointments Rs.50/- for failure of keeping appointment 8 Grievance handling Rs.50/- for failure of grievance handling

80. 80 PERORMANCE LEVELS 95 TO 100 PERCENTAGE IN MANY OF THE STANDARDS

81. 81 PROMPT Approach Prioritising customer needs Reliable service delivery Organising for consumers Measuring customer satisfaction Personnel training Technology focussing

82. 82 PRIORITISE CUSTOMER NEEDS TECHNOLOGY MUST BE FOCUSSED RELIABILITY IS A KEY FACTOR PEOPLE MUST BE TRAINED MEASURE CUSTOMER SATISFACTION ORGANISE FOR CUSTOMERS

83. 83 NEWTON’S LAWS OF MOTION GETS REPEATED - CHANGE A BODY WILL REMAIN AT REST OR KEEP MOVING IN A STRAIGHT LINE AT CONSTANT SPEED UNLESS ACTED UPON BY A FORCE THE RATE OF CHANGE OF VELOCITY OF A BODY IS DIRECTLY PROPORTIONAL TO THE FORCE ACTING UPON IT. THE ACTION AND REACTION OF TWO BODIES ON EACH OTHER ARE ALWAYS EQUAL AND OPPOSITE. AN ORGANISATION’S BEHAVIOUR WILL NOT CHANGE UNLESS ACTED UPON BY AN EXTERNAL FORCE. THE AMOUNT OF BEHAVIOURAL CHANGE WILL BE DIRECTLY PROPORTIONAL TO THE AMOUNT OF EFFORT PUT INTO IT. THE RESISTANCE OF AN ORGANISATION TO CHANGE WILL BE EQUAL AND OPPOSITE TO THE AMOUNT OF EFFORT PUT INTO CHANGING IT

84. 84 THANK YOU DSH RAO, Former MEMBER, TNERC