• Customer Info
  • Citizen Charter
GUARANTEED STANDARDS OF PERFORMANCE AND COMPENSATION TO CONSUMERS IN CASE OF DEFAULT

Service Area

Standard

Compensation payable in case of violation of Standard

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

Normal Fuse-off calls

Cities and towns

Within 4 working hours

Rs.100 in each case of default

Rs.50 to each consumer affected

Rural areas

Within 12 working hours

Overhead Line/cable breakdowns  

Cities and towns

Within 6 hours

Rs.100 in each case of default

Rs.50 to each consumer affected

Rural areas

Within 24 hours

Underground cable breakdowns  

Cities and towns

Within 12 hours

Rs.100 in each case of default

Rs.50 to each consumer affected

Rural areas

Within 48 hours

Distribution Transformer failure  

Cities and towns

Within 12 hours

Rs.200 in each case of default

Rs.100 to each consumer affected

Rural areas

Within 24 hours

Period of Scheduled Outage  

Maximum duration in a single stretch

Not to exceed 12 hours

Rs.200 in each case of default

Rs.100 to each consumer affected

Restoration of supply

By not later than  6:00 PM

Voltage fluctuations  

No expansion/enhancement of network involved

Within 3 days

Rs.100 for each day of default

Rs.50 to each consumer affected for each day of default

Up-gradation of distribution system required

Within 300 days

Rs.100 for each day of default

Rs.100 to each consumer affected for each day of default

Erection of Substation

Within the time period as approved by the Commission

Rs.500 for each day of default

Rs.250 to each consumer affected for each day of default

Meter complaints  

Inspection and  replacement of

slow, fast/creeping, stuck-up meters

Inspection within 3 days in towns and cities and within 5 days in rural areas and replacement within 5 days thereafter.

Rs.100 for each day of default

Not Applicable

Replace burnt meters if cause attributable to Licensee

Within 3 days

Replace burnt meters if cause attributable to consumer

Within 3 days of receiving payment from consumer

Processing of Application &intimation of relevant charges payable for new connection/sanction of additional load/Demand  

All Cases- If connection feasible from existing network for release of supply

Within 3 working days of receipt of application

Rs.100 for each day of default

Not Applicable

Network expansion / enhancement required to release of supply  

Release of supply - Low Tension

Within 5 Days of receiving payment from consumer

Rs.100 for each day of default

Not Applicable

Release of supply - HT Tension 11 KV

Within 7 days of receipt of application

Release of supply - HT Tension 33 KV

Within 20 days of receipt of application

Rs. 500 for each day of default

Release of supply - Extra High Tension

Within 45 days of receipt of prescribed charges

Release of new connection/additional load upon payment of all charges  

All cases - if connection feasible from existing network for release of supply

Within 2 days of receipt of application (along with prescribed charges) in Urban and 5 days in Rural area

Rs.100 for each day of default

Not Applicable

Network expansion / enhancement required to release of supply  

Release of supply - Low Tension

Within 10 days of receipt of prescribed charges

Rs.100 for each day of default

Not Applicable

Release of supply - HT Tension 11 KV

Within 15 days of receipt of prescribed charges and 10 days for every additional 1 Kilometer of line

Release of supply - HT Tension 33 KV

Within 90 days of receipt of prescribed charges

Rs.500 for each day of default

Release of supply - Extra High Tension

Within 180 days of receipt of prescribed charges

Erection of substation required for release of supply

Within the time period approved by the commission

Rs.1000 for each day of default

Transfer of ownership and conversion of services  

Title transfer of ownership

Within 3 days along with necessary documents and prescribed fee if any

Rs.100 for each day of default

Not Applicable

Change of category

Within 3 days along with necessary documents and prescribed fee if any

Conversion from LT 1-ph to LT 3-ph and vice versa

Within 5 days of payment of charges by the consumer

Conversion from LT 3-ph to HT and vice versa

Within 60 days of payment of charges by the consumer

Rs. 200 for each day of default

Resolution of complaints on consumer's bill  

If no additional information is required

Within 24 working hours of receipt of complaint

Rs. 50 for each day of default

Not Applicable

If additional information is required

Within 7 working days of receipt of complaint

Re Connection of supply following disconnection due to non-payment of bills  

Cities and Towns

Within 4 working hours of production of proof of payment by consumer

Rs. 100 for each day of default

Not Applicable

Rural areas

Within 4 working hours of production of proof of payment by consumer

Wrongful disconnection of service connection/levy of reconnection charges without disconnection  

Wrongful disconnection of service connection even after payment of electricity charges due

Not Applicable

Rs. 100 for each day of default

Not Applicable

Levy of reconnection charges without actual physical disconnection