| SERVICE NAME |
|
TIME |
| Normal Fuse-Off |
Cities and towns |
4 Hours |
| Rural areas |
8 Hours |
| Overhead Line/cable breakdowns |
Cities and towns |
6 Hours |
| Rural areas |
24 Hours |
| Underground cable breakdowns |
Cities and towns |
12 Hours |
| Rural areas |
48 Hours |
| Distribution Transformer Failure |
Cities and towns |
24 Hours |
| Rural areas |
48 Hours |
| Period of Scheduled Outage |
Maximum duration in single stretch |
Not to exceed 12 hours |
| Restoration of Supply |
By not later than 6.00PM |
| Voltage fluctuations |
No expansion/enhancement of network involved |
Within 10 days |
| Up-gradation of distribution system required |
Within 90 days |
| Erection of Substation |
Within the time period as approved by the Commission. |
| Meter Complaints (Including Net Meter) |
Inspection and replacement of slow, fast / creeping, stuck-up meters |
Inspection within7 days in towns and cities and within
15 days in rural areas and replacement within 15 days thereafter |
| Replace burnt meters if cause attributable to Licensee |
Within 7 days |
| Replace burnt meters if cause attributable to consumer |
Within 7 days of receiving payment from consumer |
| Shifting of meter / service line |
Within 7 days |
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 2 working days of receipt of application |
| |
|
|
| If network expansion / enhancement required to release supply |
Release of supply - Low Tension |
Within 7 days of receipt of application |
| Release of supply - High Tension 11KV |
Within 15 days of receipt of application |
| Release of supply - High Tension 33KV |
Within 21 days of receipt of application |
| Release of supply - Extra High Tension |
Within 45 days of receipt of application |
| Release of new connection / additional load upon payment of all charges |
All Cases – If connection feasible from existing network for release of supply |
Within 30 days of receipt of application |
| Network expansion / enhancement required to release required to release supply |
Release of supply-Low Tension |
Within 30 days |
| Release of supply-High Tension 11kV |
Within 45 days |
| Release of supply-High Tension 33kV |
Within 60 days |
| Release of supply- Extra High Tension |
Within 180 days |
| Erection of substation required for release of supply |
Within time period approved by the commission |
| Transfer of ownership and conversion of service |
Title transfer of ownership |
Within 7 days |
| Change of category |
Within 7 days |
| Conversion from LT-1ph to LT-3ph & vice versa |
Within 30 days |
| Conversion from LT to HT and vice versa |
Within 60 days |
| Resolution of complaints on consumer’s bill |
If no additional information is required |
Within 24 working hours |
| If additional information is required |
Within 7 working days |
| Reconnection of supply following disconnection due to non – payment of bills |
Cities and Towns |
Within 4 working hours** |
| Rural areas |
Within 12 working hours |
| Reduction in Load |
|
Before the expiry of second billing cycle |
