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
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.

2
IS A NEW APPLICANT OR AN
INTENDING ELECTRICITY
CONSUMER,
A CONSUMER UNDER THE
ACT?

3
 YES, HE IS ALSO AN
ELECTRICITY CONSUMER

4
 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 %

5
 Indian Power Scene
30-12-2007
• Capacity:140301 MW • AVAILABILITY – 83.72 %
Hydel-24.7 %
• PLF : PUBLIC 77.03 %
Thermal- 64.6 %
[Coal – 53.2 % • PRIVATE – 86.35
Gas and diesel – 11.4 %]
• T&D LOSSES – 30.42 %
Wind – 7.8 %
Nuclear 2.9 % • PEAK POWER SHORTAGE

S- 72231 MW –13.80 %
C- 47351 MW
• ENERGY SHORTAGE –9.6
P – 18669 MW
6
%
 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.

7
 Present scenario - the challenge

• Financial health of SEBs

40000
Business as usual
continues
Results targeted
30000

20000

Losses
(Rs. Cr.) 10000

0
1992 1994 1996 1998 2000 2002 2004 2006 2007

Years 8
Contd. ..
Present scenario - the challenge Contd.
…..

• Power : removing shortages and improving Reliability &

Quality
15

Results targeted
10

Peaking 5
Shortage
%

0
2003 2005 2007 2010 2012
Installe
108,000 MW 146,000 MW 9
212,000 MW
d
 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

10
 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

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 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

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 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,

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 POWER SECTOR DEVELOPMENT

OBJECTIVES STRATEGY ACTION

• Sufficient
power for 8%
economic  Generation 
growth  Transmission 
• Reliable
power  Distribution 
• Quality power  Regulation 
• Inexpensive
power  Financing 

• Commercial  Conservation 
viability  Communication 
• Power to All  Legislative initiatives 

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 Distribution
# 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
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 I.T. to replace human interfaces
# 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
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 Communication

 Political consensus.

 Public Awareness

 Media support

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18
 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
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 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)

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 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.

21
 POWER T(RI)ANGLE
Kva cos(phi) = kw
Kw x hour = Kwhr
1 Kw x 1 hour = 1 unit
KVA
KVAR
•PHI

KW

22
 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?

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 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.
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 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.

25
 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.

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 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.

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 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.

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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.

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 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.

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 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.

31
 CGRFi
• 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.

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 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.
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 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

34
 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

35
 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.
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 APPEAL AVENUES
• AGAINST LICENSEE, WHEN PETITION
FAILS
• CGRF
• OMBUDSMAN
• ELECTRICITY REGULATORY
COMMISSION
• APPELLATE TRIBUNAL FOR
ELECTRICITY
• HIGHCOURT/SUPREME COURT
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 Details of consumers TN
• HT CONSUMERS • LT CONSUMERS
• IA -3860** (38.60%) • IA -11974293 (24.76%) Dom
• IIA – 706 • IB -1020509 huts
• IIB – 3 • IC – 481
• III -1128* Com • IIA-321352
• IV – 12 • IIB-109304
• V- 6 • IIC-46573
• 5715 - 32 % consn • IIIA-i&ii 119713
• 52 % revenue • IIIB-310535**
• IV -1768052 (20.84%) Ag
• V- 2122967* + Others 3688
(8.96%) Com

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 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.
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“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

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 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

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 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

42
 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.

43
 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.
44
 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.
45
 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

46
 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

47
 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

48
 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

49
 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.)

50
 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

51
 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

52
 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

53
 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:
54
 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.

55
 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.
56
 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, 57
 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.

58
 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.

59
 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.

60
 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

61
 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.

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 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
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
64
• 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.
65
 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 ;

66
 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
67
 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.

68
 STANDARDS LABELLING
(Continued)

• Prohibit manufacture, sale, import of

such equipment, which does not
conform to the standards

69
 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.

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 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

71
 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

72
 PLANNING PROCESS
• LOAD FORECAST
• LOAD RESEARCH
• LOAD DATA
• FORECAST METHODOLOGY
• PLANNING CRITERIA
• PERFORMANCE BASES

73
 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.

74
 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 services 30 days
*Agricultural services excepted on the basis of section 86 (4)
– National Electricity Policy and Section 108 – directions of
the State in public interest
75
 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.

76
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

77
 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
78
a maximum of Rs.2000/-
S.No. Events Compensation payable

5 Voltage fluctuations and complaints Rs.250/- for failure to

6 Responding to consumer’s
Complaints
7 Making and keeping appointments
8 Grievance handling
visit or convey
findings within the
stipulated period
Rs.25/- for each day of delay
subject to a maximum of Rs.250/-
Rs.50/- for failure of keeping
appointment
Rs.50/- for failure of grievance
handling

79
 PERORMANCE LEVELS

• 95 TO 100 PERCENTAGE IN MANY OF

THE STANDARDS

80
 PROMPT Approach
• Prioritising customer needs
• Reliable service delivery
• Organising for consumers
• Measuring customer satisfaction
• Personnel training
• Technology focussing

81
 PRIORITISE
CUSTOMER NEEDS

TECHNOLOGY
MUST BE FOCUSSED RELIABILITY
IS A KEY FACTOR

PEOPLE
MUST BE ORGANISE FOR
TRAINED CUSTOMERS

MEASURE
CUSTOMER
SATISFACTION

82
 NEWTON’S LAWS OF MOTION GETS REPEATED - CHANGE
• A BODY WILL REMAIN AT • AN ORGANISATION’S
REST OR KEEP MOVING IN A BEHAVIOUR WILL NOT CHANGE
STRAIGHT LINE AT UNLESS ACTED UPON BY AN
CONSTANT SPEED UNLESS EXTERNAL FORCE.
ACTED UPON BY A FORCE • THE AMOUNT OF
• THE RATE OF CHANGE OF BEHAVIOURAL CHANGE WILL
VELOCITY OF A BODY IS BE DIRECTLY PROPORTIONAL
DIRECTLY PROPORTIONAL TO THE AMOUNT OF EFFORT
TO THE FORCE ACTING PUT INTO IT.
UPON IT. • THE RESISTANCE OF AN
• THE ACTION AND REACTION ORGANISATION TO CHANGE
OF TWO BODIES ON EACH WILL BE EQUAL AND OPPOSITE
OTHER ARE ALWAYS EQUAL TO THE AMOUNT OF EFFORT
AND OPPOSITE. PUT INTO CHANGING IT

83
 THANK YOU

DSH RAO, Former MEMBER, TNERC 84