November 2010 Presentation on Standard of Performance (So. P) Regulations for Distribution Licensees By Palaniappan M. , Director, ABPS Infrastructure Advisory Private Limited 19 -Mar-18 Page 1
Contents 1. About ABPS Infra 2. Related Provisions of Electricity Act, 2003. 3. Salient features of Draft MERC (Standard of Performance of Distribution Licensees, Period of Giving Supply and Determination of Compensation) Regulations, 2010. 4. Comparison of Standards of Performance specified by different SERCs. 19 -Mar-18 Page 2
An introduction to ABPS Infra § Set up in Sep 2005 as start-up Consulting Organisation by professionals, having wide range of experience (~ 40 Man-years) in the energy sector. § Promoted by Ajit Pandit, Balawant Joshi, Palaniappan M & Suresh Gehani. § Experience spans commercial, financial, regulatory and technical spheres of the energy sector. Govt – MOP / MNRE Experience spans across spectrum covering all stake-holders Developers FI / Banks SEBs / Utilities / Private Utilities Regulatory Commissions 19 -Mar-18 Page 3
We work in entire value chain of electricity sector Coal / FO/HFO/LSHS / Natural Gas / LNG Renewable Energy Wind / Biomass / Small Hydel / Co-gen / Solar Distribution Tariffs / Reforms / T&D losses / Market Develop. Transmission Open Access / Capacity / Planning - CTU / STU / JV Generation Thermal / Hydel / Nuclear - State / Central / Private In As dus so try cia tio ns Ba FI nks s & ve In lop ve er sto s rs & De ate St l& Go (C vt. en tra Ut (S iliti tat es e& Pv t) Re Co gul m ato m iss ry io ns ) Fuel 19 -Mar-18 Page 4
Contents 1. About ABPS Infra 2. Related Provisions of Electricity Act, 2003 3. Salient features of Draft MERC (Standard of Performance of Distribution Licensees, Period of Giving Supply and Determination of Compensation) Regulations, 2010. 4. Comparison of Standards of Performance specified by different SERCs. 19 -Mar-18 Page 5
Related Provisions of EA, 2003. . . 1/2 § Section-57 of EA 2003 states as under “(1)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. ” (2) If a licensee fails to meet the standards specified under sub-section (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: …” § Section-58 of EA 2003 states as under “ The appropriate Commission may specify different standards under sub-section (1) of section 57 for a class or classes of licensee. ” - 19 -Mar-18 Page 6
Related sections of EA 2003. . . 2/2 § Section-59 of EA 2003 states as under “(1)Every licensee shall, within the period specified by the Appropriate Commission, furnish to the Commission the following information, namely: a) The level of performance achieved under sub-section (1) of the section 57; b) The number of cases in which compensation was made under sub-section (2) of section 57 and the aggregate amount of the compensation. (2) The Appropriate Commission shall at least once in every year arrange for the publication, in such form and manner as it considers appropriate, of such of the information furnished to it under sub-section (1). “ § Section-86 (1) (i) of EA 2003 states as under “ (1) The State Commission shall discharge following functions namely: … (i) specify or enforce standards with respect to quality, continuity and reliability of service by licensees; ” 19 -Mar-18 Page 7
Contents 1. About ABPS Infra 2. Related Provisions of Electricity Act, 2003 3. Salient features of Draft MERC (Standard of Performance of Distribution Licensees, Period of Giving Supply and Determination of Compensation) Regulations, 2010. 4. Comparison of Standards of Performance specified by different SERCs. 19 -Mar-18 Page 8
Salient Features- Introduction. . . 1/2 • • Performance Standards specified by the Commission act as guidelines for efficient, reliable, coordinated and economical system of electricity distribution by the Distribution Licensee, so that consumer’s installations can function properly. The Standards specified are the Guaranteed Standards of Performance, being the minimum standards of service that a Licensee shall achieve. Any failure by the Distribution Licensee to maintain the guaranteed standards of performance specified in So. P Regulations shall render the Distribution Licensee liable to pay compensation to an affected person claiming such compensation. MERC has also specified the Overall Standards of Performance, which the Distribution Licensee should seek to achieve during discharge of his obligation. The compensation paid by the Distribution Licensee for respective parameter, may be allowed to be recovered partly or fully in the Aggregate Revenue Requirement (ARR) of Licensee, keeping in view the extent to which the licensee is able to achieve the Overall Standards of Performance. 19 -Mar-18 Page 9
Salient Features- Introduction. . . 2/2 The objective of Standard of Performance Regulations are: • • • To lay down the Performance Standards for Distribution Licensees. To specify the maximum time limits to be adhered by the Distribution Licensee for performing the activities specified in So. P Regulations. To specify the amount of compensation payable by the Distribution Licensee to consumers in the event of a default. To specify the procedures to be followed by the Distribution Licensee for handling consumer complaints. To specify the Reliability Indices and their computation methodology to measure performance of Distribution Licensee. To specify data/information requirements of the Commission to be submitted by the Distribution Licensee periodically in standardized formats. 19 -Mar-18 Page 10
New Connection (Procedure) Application by the owner or occupier of any premises for supply of electricity to the Distribution Licensee Inspection of the premises related to an application for supply of electricity by the Distribution Licensee as per the time limit specified in Regulations Intimation of charges to be borne by the applicant for supply of electricity by the Distribution Licensee as per the time limit specified in Regulations Supply of electricity to such premises of applicant by Distribution Licensee as per the time limit specified in Regulations 19 -Mar-18 Page 11
New Connection… 1/2 • The Distribution Licensee shall provide new connection to any consumer upon receipt of a complete application, as per MERC (Electricity Supply Code and Other Conditions of Supply) Regulations, 2005. • Distribution Licensee shall complete the inspection of the premises related to an application for supply of electricity not later than seven (7) days from the date of submission of application for new connection in case of Urban areas and within ten (10) days in case of Rural areas. • Intimation of charges to be borne by the applicant by the Distribution Licensee: In Case: Time Limit from the date of receipt of application Supply is to be given from existing network 15 days for Urban areas and 20 days for Rural areas Supply is to be given by extension or augmentation of distributing main or commissioning of a new sub-station 30 days The applicant seeks dedicated distribution facilities to his premises 30 days 19 -Mar-18 Page 12
New Connection… 2/2 The Distribution Licensee shall provide electricity supply to the applicant: In Case: Time Limit after receipt of application and payment of charges Supply is to be given from existing network 1 Month Supply is to be given by extension or augmentation of distributing main 3 Months Supply is to be given by commissioning of new sub-station 1 Year 19 -Mar-18 Page 13
Temporary Connection… 1/2 • The Distribution Licensee shall provide temporary supply of electricity upon application within the time limit, given below: Up to 10 KVA 5 days Up to 25 KVA 10 days Up to 50 KVA 20 days Over 50 KVA 30 days • Distribution Licensee shall release supply subject to the condition that distribution system exists for supply to the premises, the connection meets safety requirements and is technically feasible. 19 -Mar-18 Page 14
Temporary Connection… 2/2 • However, no connection up to 10 KW shall be rejected on technical ground. • If there are dues on the premises of the applicant , temporary connection can be refused by the Distribution Licensee till the dues are paid by the applicant. • Distribution Licensee shall repay / refund balance deposit, if any, within one month by adjusting dues from the date of dismantling temporary supply. • Temporary connection shall be granted for a maximum period of one year at a time, which can be further extended depending upon the requirements. • The grant of temporary connection does not give right to the applicant for claiming permanent connection. 19 -Mar-18 Page 15
Shifting of Meters/Service Lines, Reduction in Load § Wherever the consumer’s requests for shifting the service connection in the existing premises or for the deviation for the existing lines at their own cost, licensee shall inspect and inform the estimated cost to the consumer within the following time period: Type of location Urban Areas 7 days Rural Areas § Time limit (On receipt of application) 10 days The Distribution Licensee shall give effect of reduction in load of the consumer upon receipt of an application within second billing cycle. However, the consumer should have completed compulsory period for availing of supply as per existing agreement and provisions of Supply Code and should have executed fresh agreement for revised load. 19 -Mar-18 Page 16
Reconnection of supply § If the Distribution Licensee has disconnected supply to a consumer for a period of not more than six months, it shall restore power supply to the consumer, if such consumer pays all amounts due and payable by him to the satisfaction of the Distribution Licensee or in case of a dispute, pays such amounts under protest. The time limits are: Type of Location Urban Areas 24 Hours Rural Areas • Prescribed Time Limit 48 Hours If the period of disconnection exceeds six months, an application for reconnection of supply shall be treated as a fresh application for supply of electricity under the provisions of the Act, after either payment of amounts due or upon settlement of dispute. 19 -Mar-18 Page 17
Transfer of ownership and change of category • Distribution Licensee shall give effect to transfer of ownership and change of category upon receipt of an application within the following time lines: Transfer of ownership Within second billing cycle on receipt of application and payment of necessary charges Change of category Within second billing cycle on receipt of application Conversion from single phase to three phase and vice-versa for Low Tension Within second billing cycle on receipt of application and payment of necessary charges Conversion from Low tension to High tension & vice-versa. Within third billing cycle on receipt of application and payment of necessary charges • Distribution Licensee shall examine the technical feasibility upon receipt of such application and inform the consumer the feasibility within seven days of receipt of application. 19 -Mar-18 Page 18
Quality of Supply • The Distribution Licensee shall keep the voltage at the point of supply to vary from the declared voltage, as per the table below: Voltage Level Prescribed Range Low or Medium Voltage + 10 % to – 10 % High Voltage + 6 % to – 9 % Extra High Voltage + 10 % to – 12. 5 % • The voltage of neutral shall not exceed 2% of phase voltage value and the imbalance in voltage of phases shall not be more than 3%. • The Distribution licensee shall control the power factor of system of supply at level above 0. 90. • The Distribution Licensee shall control the harmonics level at the point of supply in accordance with that prescribed by the IEEE STD 519 -1992. • The Distribution Licensee shall give supply of energy on the following systems: Voltage Level Low Voltage Medium Voltage High Voltage Specifications Two wires Direct current or Alternating current, single phase, 50 cycles Three or Four wires, Alternating current, three phases, 50 cycles 19 -Mar-18 Page 19
Classification of Installations AC System Installations Specifications Two wires, Single phase 240 Volts, Maximum 40 Amps Four wires, Three phase 240 volts between phase wires and neutralgeneral supply exceeding 40 amperes and sanctioned load not exceeding 80 k. W/ 100 k. VA (107 HP) in all areas, except in Municipal Corporation areas where such limit would be 150 k. W/ 187 k. VA (201 HP) 11 k. V/ 22 k. V, for all installations with contract demand above 80 k. W/ 100 k. VA (107 HP) in all areas, except in Municipal Corporation areas where such limit would be 150 k. W/ 187 k. VA (201 HP) and up to 1, 500 k. VA. Three phase 22 KV , Contract Demand up to 3000 KVA Three phase 33 KV , Contract Demand up to 5000 KVA Three phase Extra high voltage , Contract Demand above 5000 KVA DC System Installations Two wires, 130 Volts Three wire, 460 volts between outers Specifications i. General supply not exceeding 10 amperes ii. Motive power installations upto 1 BHP in aggregate Motive power installations of over 1 BHP 19 -Mar-18 Page 20
Classification of Installations • The classification of installations shall be as follows: Installations Specifications Two wires, Single phase 230 Volts, Maximum 40 Amps • 230 Volts between phase wire and neutral or 400 Volts between the phases / lines. General supply exceeding 40 Amperes and Contract Demand not exceeding 80 KW/ 100 KVA (107 HP) in all areas, except in Municipal Corporation areas, the limit would be 150 KW/ 187 KVA (201 HP). • In case of multiple consumers with contract demand more than 150 Four / Three wires, Three KW / 187 KVA (201 HP), in the same building / premises as single phase point supply in the municipal corporation area, the limit would be 480 KW / 600 KVA / 643 HP. • For single point supply if the bus system (conventional / sandwich) is provided on secondary side of transformer four wire (three phase and neutral) with earth bus, the limit would be 1200 KW /1500 KVA (1607 HP). Three phase 11 KV , Contract Demand up to 5000 KVA Three phase 22 KV , Contract Demand up to 10000 KVA Three phase 33 KV , Contract Demand up to 20000 KVA Three phase Extra high voltage , Contract Demand above 20000 KVA 19 -Mar-18 Page 21
Restoration of Power Supply • The Distribution Licensee shall restore power supply in case of failure as per the following time limits: Type of Failure Urban Area Rural Area Fuse-off calls 4 Hours 24 Hours Overhead line breakdowns Distribution transformer failures Underground cable faults 6 Hours 24 Hours 48 Hours 12 Hours 48 Hours • The period of interruption as a result of any scheduled outage shall be specified in a public notice of such scheduled outage. • Such scheduled outage shall not normally exceed twelve (12) hours on any day and supply should preferably be restored by 18 -00 Hours. 19 -Mar-18 Page 22
Disconnection of Supply • The Distribution Licensee upon receipt of request for disconnection from a consumer, shall intimate the consumer any amount outstanding and disconnect the supply as per the following time limit: Particulars Urban Area Rural Area Disconnect the supply 7 days 12 days Intimate the consumer about amount outstanding 7 days 12 days • Refund of security deposit along with issuance of “No- Dues certificate” should be made by licensee within thirty (30) days from the date of clearance/adjustment of all dues outstanding from the consumer in Urban Areas, and within forty five (45) days from the date of clearance of all dues outstanding from the consumer in Rural Areas. 19 -Mar-18 Page 23
Reconnection of supply following disconnection due to non-payment of bills • The Distribution Licensee shall restore power supply to a consumer, whose supply has been disconnected due to non-payment of electricity bills, as per the following time limits, after production of proof of payment by the consumer: Urban Area Rural Area 4 Hours 12 Hours 19 -Mar-18 Page 24
Meter Related Standards • The Distribution Licensee shall, in the case of a burnt meter, restore supply within the following time limits, after the receipt of a complaint. Urban Area Rural Area 24 Hours 48 Hours 19 -Mar-18 Page 25
Meter Related Standards • The Distribution Licensee shall perform the following meter related activities subject to the provisions provided in the Supply Code and other associated regulations and codes. Activity Meter Reading Replacing faulty / non working meter * Replacing burnt meter# Urban Area At least once in every 2 months Rural Area At least once in every 3 months Within 5 days Within 10 days * Cost of inspection shall be borne by the Distribution Licensee. # If the burning of meter is due to causes attributable to Distribution Licensee. If the meter is burnt due to causes attributable to the consumer the Distribution Licensee shall serve a notice to the consumer for recovery of cost of the meter within seven days of detection and shall replace the meter within fifteen days on receiving the payment. 19 -Mar-18 Page 26
Testing & Calibration of Meter • The Licensee shall carry out periodical testing and calibration of consumer’s meter along with CT / PT and accessories, as per table below: Type of Meter Duration Electro mechanical, Single phase, LT At least once in 5 years Electro mechanical, Three phase, LT At least once in 3 years Electro mechanical, Three phase, HT At least once in each year Electronic meter To be decided on type and specifications of meter 19 -Mar-18 Page 27
Complaint Registration and Complaint Handling… 1/6 Establishment of Call Centre(s) • The Distribution Licensee shall establish call centre(s) for redressal of complaints of its consumers and such call centre(s) shall be accessible to its consumers round the clock during all days of the week, within the following time limits, from the date of commencement of MERC (Standard of Performance, Period of Giving Supply and Determination of Compensation) Regulations: Urban Area Rural Area 24 Months Within appropriate time period to be specified by the Commission on case to case basis 19 -Mar-18 Page 28
Complaint Registration and Complaint Handling… 2/6 • Every Licensee shall employ sufficient number of officers or employees at its Call centre(s) and establish a basic telephone or cellular mobile telephone number having sufficient lines or connections to be called as the “toll free number” or “consumer care number” or “help line number” at its call centre(s). • Call charges or SMS charges shall not be levied upon the consumers for calls made or SMS sent, to these numbers. • Every Licensee shall, immediately upon establishment of its Call centre(s), inform about the same through a public notice in newspapers and should also ensure proper circulation of information to the consumers in case of any changes in the contact numbers. • Licensee should ensure availability of electronic data base to record complaints. • The Licensee shall convey information of the name of office (s), address (es) and telephone numbers where the consumer can lodge complaints, in the 19 -Mar-18 Page 29 form of additional information along with the electricity bills.
Complaint Registration and Complaint Handling… 3/6 Operation of Call Centre(s) • The Distribution Licensee shall adhere to the following time limits for operation of call centre(s): Activity Time First response against a consumer call 3 Minutes Registration of consumer call and issue 5 Minutes after first response of complaint number 19 -Mar-18 Page 30
Complaint Registration and Complaint Handling… 4/6 Process of handling complaints • The Distribution Licensee shall devise its own process at complaint handling centres/ call centre(s)/ customer care centre(s)/ service centre(s) or any other customer interface channels to handle consumer complaints. The process should include the following: a) Registration of complaints by allotting a unique identification number to be called the complaint number; b) Communication to consumer of the complaint number, date/ time of registration of the complaint and expected complaint resolution time to the consumer; c) Record details of each complaint; d)Intimate contact details of the next higher authority (including his name, telephone number and address) to the consumer in case the consumer is not satisfied with the complaint handling; d) Update and record feedback and intimate contact details of the next higher authority to the consumer in case the consumer is not satisfied with the complaint 19 -Mar-18 handling. Page 31
Complaint Registration and Complaint Handling… 5/6 Complaints about Consumer’s Bills • The Distribution Licensee shall perform the following related to complaints about consumer’s bills: Activity Acknowledgement of a consumer’s complaint Resolving complaints about electricity bills* Complaint made in Complaint made by Person Post Immediately Within 7 Working days On the same day On the date of acknowledgement * In case additional information is not required. In cases, where any additional information is required to be collected, the complaint shall be resolved within ten days of receipt. • In case the complaint of the consumer is genuine and revision of bill becomes necessary, the due date for payment of bill would be reckoned from the date of the revised bill. For purpose of calculating additional charges for delayed payment or for disconnection of supply, the date of revised bill shall be considered. 19 -Mar-18 Page 32
Complaint Registration and Complaint Handling… 6/6 Complaint regarding meter working and Voltage Fluctuation • If a complaint is made by the consumer about the working of the meter and he requests for replacement, it shall be inspected and replaced as per the following time limits, provided it is established through laboratory checks that the meter is not performing to required standards. Urban Area Rural Area 7 Days 12 days • The Distribution Licensee shall ensure that the voltages are brought within the specified limits after receipt of complaint regarding voltage fluctuation, as per the following: Fault is identified to a local problem 2 days No expansion / enhancement is involved Up gradation of the Distribution system is required. 10 days 120 Days 19 -Mar-18 Page 33
Consumer Charter / Service… 1/2 • • Every Authorized Representative of the Distribution Licensee shall display his name-tag and if required by consumer his proof of identity and authorization of the Distribution Licensee. The Distribution Licensee shall maintain at least one consumer service center which shall be open for not less than eight (8) hours a day, on all days of the week, in every town and city within the area of supply, for essential services to be provided to consumers. Manual of practice for handling consumer complaints § Every licensee shall publish a “Manual of practice for handling customer complaints” containing following information within three months from the date of commencement of these regulations: a) Channels of complaint registration-details of personnel, offices, Call centre(s); b) Process of handling complaints; c) Duties and obligations of licensee-guaranteed standards of performance and compensation details; and d) any other information which may be affecting the consumers. 19 -Mar-18 Page 34
Consumer Charter / Service… 2/2 § § § • The manual shall be prepared in English, Hindi and local languages and shall be available for reference of consumers at every office of licensee and downloadable from its website. A consumer shall always be entitled to approach the Grievance Redressal Forum directly in accordance with the applicable regulations of the Commission. A copy of the manual certified by licensee as “true copy” thereof shall be filed with the Commission within three months from the date of commencement of these regulations. The Distribution Licensee shall make available to a consumer a hard copy of any of the following documents on demand, subject to payment of reasonable reproduction charges. (a) Electricity Supply Code and Other Conditions of Supply; (b) Standard of Performance Regulations; (c)Terms and Conditions of Supply along with the approved Schedule of Charges and the prevailing approved tariff schedule; and (d) Manual of practice for handling consumer’s complaints. 19 -Mar-18 Page 35
Reliability Indices… 1/2 • The Distribution Licensee shall calculate the reliability of his distribution system on the basis of the following: a) System Average Interruption Frequency Index; b) System Average Interruption Duration Index; and c) Customer Average Interruption Duration Index. Ø System Average Interruption Duration Index (SAIDI) is the average duration of sustained interruptions per consumer determined by dividing sum of all sustained consumers interruption durations by total number of consumers. Measured in the units of time. Ø System Average Interruption Frequency Index (SAIFI) is the average frequency of sustained interruptions per consumer. Measured in the units of interruptions per consumer. Ø Customer Average Interruption Duration Index (CAIDI) is the average interruption duration of sustained interruptions for those consumers who had experienced interruptions. Measured in the units of time. 19 -Mar-18 Page 36
Reliability Indices… 2/2 SAIDI = Σ (Ri * Ni) / Nt SAIFI = Σ (Ni/Nt) CAIDI = SAIDI/SAIFI Where: i = Number of feeders in the Distribution Licensee’s area Ri=Restoration time for each interruption event on ith feeder. Ni=Number of consumers who have experienced a sustained interruption during an interruption on ith feeder Nt=Total number of consumers of the distribution Licensee‟s area. • While calculating the above indices, the following types of interruptions shall not be taken into account: a)Scheduled outages; b)Momentary outages of duration of less than three minutes; c)Outages due to the failure of the grid 19 -Mar-18 Page 37
Exemptions • Nothing contained in Regulations shall apply where, in the opinion of the Commission, the Distribution Licensee is prevented from meeting his obligations under these Regulations by cyclone, floods, storms or other occurrences beyond the control of the Distribution Licensee. 19 -Mar-18 Page 38
Compensation Mechanism • Where the Distribution Licensee finds that it has failed to meet the Standards of Performance specified under Regulations, either by its own knowledge, or upon written claim filed by any person affected, the Distribution Licensee shall be liable to pay compensation to person(s) affected within two billing cycles from the date of failure meet to Performance Standard or the date of claim. • In case the Distribution Licensee fails to pay the compensation or if the affected person is aggrieved by non-redressal of his grievances, he may make a representation for the redressal of his grievance to the concerned Consumer Grievance Redressal Forum, in accordance with MERC (Consumer Grievances Redressal Forum and Electricity Ombudsman) Regulation, 2006. • In case the claim for compensation is upheld by the Consumer Grievances Redressal Forum, the compensation determined by the Commission will be implemented by the Forum. The Distribution Licensee shall pay within 90 days of direction issued by the Forum. • In case of appeal filed against order of the Forum before the Ombudsman by the affected person, the amount of compensation determined by Ombudsman shall be paid by the Distribution Licensee within 90 days of Order issued by the Ombudsman. 19 -Mar-18 Page 39
Compensation Mechanism • The Distribution Licensee shall be liable to pay compensation to the affected consumer as specified by the Commission in the Regulations. Licensee fails to achieve Guaranteed So. P. Consumer shall file his claim within the period from the time the consumer is affected by failure of the Distribution Licensee to meet the So. P Maximum 60 days The Distribution Licensee shall compensate the consumer within the period from the date of his claim. Maximum 90 days The actual compensation may be decided by the Commission considering the following factors: (a)hardship caused to the consumer; and 19 -Mar-18 (b)average monthly bill of the consumer Page 40
List of Guaranteed So. P against which Compensation is Applicable… 1/2 Service Area Performance Standard First response against a consumer call, Registration of consumer call. Time period for completion of inspection, Time period Provision of Supply for intimation of charges to be borne by applicant, Time period of providing supply Fuse off call, Overhead line breakdown, Distribution Restoration of transformer failure, Underground cable fault, Supply Scheduled outage Maintenance of voltage within the specified range, Quality of Supply Control of the harmonics Operation of Call Center Meters Restoration of supply in case of burnt meter, Meter inspection and replacement Reconnection of a consumer who has been disconnected for less than six (6) months 19 -Mar-18 Page 41
List of Guaranteed So. P against which Compensation is Applicable… 2/2 Service Area Complaints on Consumer’s Bills Consumer charter / service Other Services Performance Standard Acknowledgment of receipt, Resolution of billing complaints Visible display of name tag by authorized representative, show proof of identity Reading of consumer’s meter, Change of name, Change of tariff Category, Reduction in contract demand / sanctioned load, Closure of account 19 -Mar-18 Page 42
Overall Standards of Performance… 1/2 Service Area Fuse-off call Line Breakdowns Cable Break down Performance Standard At least 99% calls received should be rectified within prescribed time limits in both Cities and Towns and in Rural areas At least 95% of cases resolved within prescribed time limit in both Cities and Towns and in Rural areas Distribution At least 95% of DTRs to be replaced within prescribed Transformer Failure time limits in both Cities and Towns and in Rural areas SAIFI, SAIDI, CAIDI To be decided every year Period of Scheduled At least 95% of cases resolved within time limit Outage Frequency variations To maintain supply frequency within 49 – 50. 5 Hz as per IEGC. 19 -Mar-18 Page 43
Overall Standards of Performance… 2/2 Service Area Performance Standard Voltage Unbalance Maximum of 3% at point of commencement of supply % Billing mistakes Not exceeding 0. 1% % Faulty meters Not exceeding 3% New / Addition to Supply, Transfer of ownership and change of Category, Temporary supply, Reconnection of Supply, Shifting of Meter / Service Connection At least 95% cases should be complied within prescribed time limits • The compensation paid by the Distribution Licensee for respective parameter, may be allowed to be recovered partly or fully in the Aggregate Revenue Requirement (ARR) of Licensee, keeping in view the extent to which the licensee is able to achieve the Overall Standards of Performance. 19 -Mar-18 Page 44
Information regarding Level of Performance • The Distribution Licensee shall maintain and submit information regarding a)The level of performance achieved by the Licensee during a month; b)The number of cases in which compensation was made and the aggregate amount of compensation made; to the Forum on a monthly basis and put up such information on the internet website of the Distribution Licensee, within a period of thirty (30) days from the end of the month. • It shall also submit the above information to the Commission on an annual basis, within a period of thirty (30) days from the end of the financial year. • It shall separately state the total number of cases where compensation has been paid by it without dispute and the total number of cases where compensation has been paid in compliance with an order or direction of the Forum or Ombudsman, along with the total amount of compensation in each category. 19 -Mar-18 Page 45
Audit Report § The Commission may authorize the Commission staff or any independent agency to conduct annual checks, in order to monitor the compliance of the standards by the Licensees and submit audit report to the Commission. § The audit report shall address the following specific matters: a) Adherence to procedures and formats as per Regulations; b) Assessing staff engaged in call centres/ complaint handling centres/ customer care centres for their understanding of complaint handling procedures, quality parameters, and training adequacy for their task; c) Method of data collection and management procedures and d) Review of relevant records (as per appropriate sampling procedures) for reliability and accuracy across quality parameters. 19 -Mar-18 Page 46
Procedure for engaging agency § The following procedure shall be adopted for engaging agency: a) Audit scope and the methodology for carrying out the audit to be set by the Commission b) The Commission will identify and publish panel of approved agency c) Licensee shall nominate an agency from notified panel of agencies d) Licensee shall not engage an agency: (i) consecutively for more than two years. (ii) current statutory auditor (iii) current internal auditor (iv) current consultant 19 -Mar-18 Page 47
Auditing Methodology § Grading of the audit report on performance standard submitted by the licensee shall be done in two parts: Reliability Grading Reliability Grade Assessment of reliability grade A Based on proper records with adequate procedure B Data has significant procedural deviations C Unsatisfactory data Accuracy Grading Accuracy Grade 1 Percentage of Assessed accuracy level compensation paid to be recovered through ARR +/-2% 100% 2 +/-5% 85% 3 +/-10% 70% Note: If Reliability Grading of data is A then only further analysis to check accuracy will be carried out 19 -Mar-18 Page 48
Contents 1. About ABPS Infra 2. Related Provisions of Electricity Act, 2003 3. Salient features of Draft MERC (Standard of Performance of Distribution Licensees, Period of Giving Supply and Determination of Compensation) Regulations, 2010. 4. Comparison of Standards of Performance specified by different SERCs. 19 -Mar-18 Page 49
Comparison of Performance Standards • Draft Maharashtra Electricity Regulatory Commission ( Standard of Performance of Distribution Licensees, Period of Giving Supply and Determination of Compensation) Regulations, 2010. • Andhra Pradesh Electricity Regulatory Commission (Licensees' Standards of Performance) Regulation, 2004. • Delhi Electricity Supply Code and Performance Standards Regulations, 2007, DERC. • Madhya Pradesh Electricity Regulatory Performance Standards) Regulations, 2004. Commission (Distribution • The Electricity Supply Code 2005, Uttar Pradesh Electricity Regulatory Commission. 19 -Mar-18 Page 50
Compensation Schedule… New Connection Standard MERC APERC DERC Rs. 10 per Rs 1000 (or part thereof) of In case Rs 100 per week Rs. 50 for each the demand charges connection is to or part thereof day of default deposited by be from existing of delay consumer for each network day of default Rs. 50 for each Rs. 10 per Rs 1000 day of default Where (or part thereof) of extension or Rs 100 per week in case LT the demand charges augmentation of or part thereof network is to be deposited by augmented distributing of delay consumer for each Rs. 250 in all main is required day of default other cases Where 10% of the amount commissioning Rs 100 per week Rs. 500 for each deposited by of sub-station is or part thereof day of default developer week of delay required of default MPERC • Rs. 100 for each day of delay for LT • Rs. 200 for each day of delay for HT UPERC* NA NA NA * Time limits for providing connection has been specified by UPERC in Supply Code Regulations, but compensation schedule for the same has not been provided. 19 -Mar-18 Page 51
Compensation Schedule… Restoration of Power Standard Fuse off call MERC Rs 50 per hour or part there of delay Rs 50 per hour Underground or part there of cable fault delay Scheduled outage DERC MPERC UPERC Amount equivalent to 2%of last paid electricity bill Rs. 50 in each subject to a maximum of Rs case of default 50 in each case of default Amount equivalent to Rs. 50 in 2. 5%of last paid electricity Rs. 50 to each Rs. 50 for each case of bill subject to a maximum affected day of default consumer of Rs 50. to each affected consumer. Amount equivalent to Rs. 100 in Rs. 100 for each 2. 5%of last paid electricity Rs. 50 to each case of day of default bill subject to a maximum affected consumer of Rs 50. to each affected default consumer Rs. 50 in each case of NA NA NA default Rs 50 per hour Rs. 50 in Rs. 50 for each or part there of each case of day of default delay default Rs 50 per hour Overhead line or part there of breakdown delay Distribution transformer failure APERC Nil Rs. 100 in each case of default NA Amount equivalent to 2%of last paid electricity bill subject to a maximum of Rs 100 to each affected consumer. NA 19 -Mar-18 Page 52
Compensation Schedule… Quality of Supply Standard MERC APERC* DERC MPERC UPERC • Rs. 50 for each • Amount equivalent • Rs. 50 in each day of default if • Rs. 50 for each to 2%of last paid no expansion/ day of default electricity bill subject case of default if no enhancement is for local fault to maximum of Maintenance of Rs 100 per week or due to necessary Rs. 50. in each case of expansion/ voltage within or part thereof for Transformer enhancement is • Rs. 100 if default if no the specified which voltage tap necessary, expansion is expansion/ range of the varies beyond the • Rs. 100 for • Rs. 150 if necessary enhancement is declared voltage specified range • Rs. 250 if each day of necessary expansion/ erection of new default for • 1%if expansion/ enhancement is Sub-Stn is other causes enhancement is necessary Rs. 100 per instance Amount equivalent to provided that the Control of the 0. 5%of last paid Commission shall harmonics level NA NA electricity bill subject NA separately notify at the point of to maximum of Rs. 50. the date from supply. in each case of default which such compensation shall be payable * Compensation payable to individual consumer if the event affects a single consumer. Compensation payable to individual consumer if the event affects a more than one consumer, is separately provided in Regulations by APERC 19 -Mar-18 Page 53
Compensation Schedule… Metering & Billing Standard MERC Rs 100 per Restoration of week or part supply in case of thereof of burnt meter delay Meter inspection Rs 100 per and replacement week or part in case of thereof of customer delay complaint APERC* Rs. 50 for each day of default Rs. 50 in Rs. 25 for each case day of default Rs. 25 for To be decided each day of default Resolution of billing complaints Reconnection of supply following disconnection due to non-payment of bills NA DERC Rs. 50 in each case of default NA NA MPERC UPERC Amount equivalent to 2%of last paid electricity bill Rs. 50 in each subject to a maximum of Rs case of default 50 in each case of default Amount equivalent to 1%of last paid electricity bill Rs. 50 in each subject to a maximum of Rs case of default 50 to each affected consumer. Amount equivalent to 2%of last paid electricity bill subject to a maximum NA of Rs 50 for each day of default Amount equivalent to 0. 5%of last paid electricity bill subject to a maximum of Rs 50. Rs. 100 in each case of default * Compensation payable to individual consumer if the event affects a single consumer. Compensation payable to individual consumer if the event affects a more than one consumer, is separately provided in Regulations by APERC 19 -Mar-18 Page 54
Compensation Schedule… Other Services Standard MERC Rs 100 per week or part thereof of delay Transfer of ownership Change of category Conversion from single phase to Three phase & vice-versa for low tension Conversion from low tension to High tension APERC* DERC Rs. 50 for each day of default NA Rs. 100 for each day of default MPERC UPERC Amount equivalent to 3%of last paid electricity bill Rs. 100 in each subject to a maximum of Rs case of default 100 for each day of default Amount equivalent to 3%of last paid electricity bill NA subject to a maximum of Rs 100 for each day of default NA Amount equivalent to 3%of last paid electricity bill subject to a maximum of Rs 100 for each day of default NA * Compensation payable to individual consumer if the event affects a single consumer. Compensation payable to individual consumers if the event affects a more than one consumer, is separately provided in Regulations by APERC 19 -Mar-18 Page 55
Period for Intimation of Charges payable for New Supply MERC 15 Days for urban If can be given from areas, Existing Network 20 Days for rural areas Where extension of distribution System is 30 Days required APERC NA DERC NA MPERC UPERC On the spot if no erection of pole is 3 Working days required, for both urban 10 Days in other and rural areas cases, after site inspection LT – 7 Days, 15 Working HT (11 KV) – days for urban 50 KW - 15 days, – 15 Days, area, HT - 30 days, HT (33 KV) 30 Working – 30 Days, EHT - 60 days for rural EHT – 45 area Days Note: Time Limits from the date of receipt of application for new supply. 19 -Mar-18 Page 56
Period for New Supply… 1/2 MERC If can be given from Existing Network Where extension of distribution System is required APERC 1 Month 30 Days LT - 30 Days HT, 11 KV 60 Days, HT, 33 KV 3 Month 90 Days, EHT, Above 33 KV – 180 Days DERC MPERC UPERC LT – 10 Working Days (Urban Areas) 7 Days 14 Working Days (Rural Areas) LT - i) All connections excluding Agriculture 60 days, ii) Agricultural connection Extension of Linesduring season when i)400 V – 45 Days LT (up to 5 clear access to fields is ii)11 KV- 60 days Poles) – 15 Days Available - 90 days, iii)33 KV - 120 days LT(more than 5 iii) Agricultural connection iv)132 KV - 300 days poles) – 60 Days, during season when no DT – LT(new DT) – clear access is Available - i)Augmentation of 120 Days, 180 days, DT- 60 days HT(11 KV)- 180 HT- i) If extension upto 100 ii)New DT- 120 days Days, meters work is involved- iii) Augmentation of EHT- 240 Days 66/33 KV S/Stn 30 days, ii)If extension beyond 100 180 days meters work is involved 90 days, EHT – 180 Days As per Section 43 of Act ( 1 Month) 19 -Mar-18 Page 57
Period for New Supply… 2/2 MERC APERC DERC i)Un-Electrified Areas (Where augmentation from Within the nearby existing network is Where erection of new period 1 Year possible) – 6 Months approved by substation is required ii)Un-Electrified Areas/ Commission Green Field Projects (Other Cases) - 12 Months* MPERC UPERC NA NA Note : Time Limits after the payment of charges for supply by consumer * After receipt of deposit of consumers’ share of necessary development charges as specified in Supply Code Regulations. 19 -Mar-18 Page 58
Period for Reconnection of Supply following disconnection due to Non-payment of Bills MERC Urban Area Rural Area APERC Urban Area Rural Area DERC Urban Area Rural Area MPERC Urban Area UPERC Rural Urban Rural Area Licensee shall reconnect the consumer’s installation within 12 two days of 48 payment of past 4 Hours 12 Hours 4 Hours dues along with Hours reconnection charges and Service Line charges 24 Hours Note : Time limits after the production of proof of payment by the consumer 19 -Mar-18 Page 59
Period for Disconnection of Supply MERC 7 days in Urban Areas and 10 days in Rural Areas. Refund of security deposit along with issuance of “No. Dues certificate” should be made by licensee within 30 days from the date of adjustment of all dues outstanding from the consumer in Urban Areas and within 45 days in Rural Areas. APERC NA DERC Licensee to carry out special reading and prepare final bill, including all arrears up to the date of billing, within five days of receiving such request. MPERC UPERC NA The supply shall be disconnected permanently in following cases: (a)With the termination of the agreement. (b) If the cause for which the supply was temporarily disconnected is not removed within six months period. (c) On request of consumer after submission of an affidavit and clearing of all electricity dues. Note: Time limits after receipt of request for disconnection. 19 -Mar-18 Page 60
Period for Voltage Fluctuation & Harmonics MERC APERC DERC MPERC UPERC LT + 10 % and -10 % +6% and -6% HT + 6% and – 9% +6% and -9% + 6% and -9% EHT + 10% and -12. 5% +10% and -10% +10% and -12. 5% Licensee shall control harmonics in accordance Harm with that onics prescribed by the IEEE STD 5191992 132 KV - 3% 33 KV - 8% 11 KV - 8% To be specified by the Commission after conducting a detailed study NA EHT = 4% HT = 5% LT = 10% 19 -Mar-18 Page 61
Period for Complaint Related to Voltage Fluctuation MERC* APERC* • 2 Days, if fault • 10 days if no is identified to a expansion / local problem enhancement • 10 days if no is involved expansion / enhancement is • 120 Days if involved up-gradation • 120 Days if up- of gradation of distribution system is required * DERC MPERC • Local problem : 4 Hours • 10 days if no • Tap of expansion / transformer: 3 Days enhancement is • Repair of involved distribution line / • 180 Days if uptransformer / gradation of capacitor: 30 Days • Installation and Up distribution -gradation of High system is Tension / Low required Tension System : 90 Days UPERC • Within 24 hours in case of local problems. • Within 6 months in case of inadequacy of LT distribution system. • Within 12 months in case of deficiency in the HT distribution system. Where a substation is required to be erected to resolve such complaints, the Licensee shall submit to the Commission a proposal for erection of the substation and get the same approved by the Commission. 19 -Mar-18 Page 62
Period for Restoration of Power Supply MERC APERC DERC MPERC Urban Rural Urban Rural Area Area Area 24 4 12 3 24 4 8 Hours 4 Hours 8 Hours Fuse-off calls Hours Hours Overhead 6 24 6 12 12 48 3 Days 8 Hours line Hours Hours breakdowns Distribution 24 48 48 * 24 72 transformer Hours Hours 1 Day 7 Day Hours failures Undergroun 12 48 24 96 NA NA Hours d cable faults Hours Period of Scheduled Outages 12 Hours NA 12 Hours * Temporary Restoration of supply through mobile transformer or another backup source within eight hours shall be provided. NA 19 -Mar-18 Page 63
Meter Related Issues Service MERC Replacing faulty/ 5 days in Urban Areas non-working and 10 days in Rural Areas meters Replacing burnt 5 days in Urban Areas meters for causes and within 10 days in attributable to Rural Areas Licensee shall serve a notice to the consumer Replacing burnt for recovery of cost of meters for causes the meter within 7 attributable to days of detection and Consumer shall replace the meter within 15 days on receiving the payment APERC 15 Days* 7 Days Licensee shall serve a notice to the consumer for recovery of cost of the meter within 7 days of detection and shall replace the meter within 7 days on receiving the payment DERC MPERC UPERC 15 Days* 15 days in Urban Areas and 30 days in Rural Areas 15 Days * 7 Days The Licensee shall restore the supply immediately after bypassing the burnt meter. A new meter shall be installed by the Licensee within 3 days. Licensee shall serve a notice to the consumer for recovery of cost of the meter within 7 days of detection and shall replace the meter within 7 days on receiving the payment The cost of the meter shall be borne by the consumer. The consumer shall be assessed under section 126 of the Electricity Act 2003, and shall be punishable under section 138 of the Electricity Act 2003. The Licensee shall restore supply within six hours upon receipt of complaint bypassing the burnt meter and new meter shall be provided within three days NA * After carrying out testing of meter, the cost of which shall be borne by Licensee 19 -Mar-18 Page 64
Complaints Related to Consumer Bills Service MERC APERC • Immediately if received in person, Acknowled • 7 working days • 2 working gement of if the days if the complaint is received by post • On the same day if made in person, On the day of acknowledgem ent, if Resolving of complaint is complaint made by post. Within 10 days of receipt, if additional information is required. DERC MPERC • Immediately if received in person, • 3 working days if • Next working days if the complaint is received by post On the same day of receipt. If additional information is • Within 15 days of required, within 5 days in • Within 24 receipt, if no urban areas and 10 days in working additional rural areas, in the following hours of its information is cases: receipt. required. (a) HT consumers, whose Within 7 days • Within 30 days of disputed amount less than or of receipt, in case any equal to Rs 20000/additional (b) LT consumers, whose information is disputed amount less than or required. equal to Rs 20000/-, excluding cases where the disputed amount is due to arithmetical or clerical errors UPERC NA NA 19 -Mar-18 Page 65
Transfer of Ownership and Change of Category Service MERC APERC Transfer of Within second ownership billing cycle Within 7 days of receipt of application Change of category Within second billing cycle Within 7 days of receipt of application Conversion from single Within second phase to billing cycle Three phase & vice-versa for low tension Within 30 days of receipt of application Conversion Within third billing Within 60 days of from low cycle receipt of tension to application High tension DERC MPERC UPERC Mutation will be effected within 7 Within two billing Within 10 days after days of payment of cycles completion of formalities any outstanding dues Licensee shall inspect the premises and change the category within ten days from the date of acceptance Within 10 days after NA of application. Such completion of formalities change of category shall be effective from the date of deposit of inspection fee. • Within 30 days from the date of payment of necessary charges NA NA • Within 90 days, in case of extension of line is required • Within 30 days from the date of payment of necessary charges NA NA • Within 90 days, in case of extension of line is 19 -Mar-18 required Page 66
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