Lok Sabha Question No. 53 (STARRED), answered on 2021-07-22
Subject: Electricity Act
Ministry: POWER
Asked by: Imtiaz Jaleel Syed, Asaduddin Owaisi

## GOVERNMENT OF INDIA MINISTRY OF POWER

## LOK SABHA STARRED QUESTION  NO.53

## TO BE ANSWERED ON 22.07,2021

## ELEGTRICITY  ACT

## *53. SHRI SYED IMTIAZ JALEEL: SHRI ASADUDDIN OWAISI:

Will the Minister of POWER be pleased to state:

- (a) whether Section 145 of the Electricity Act barred the iurisdiction  of al! civil courts over disputes relating to distribution and billing;
- (b) if so, the details thereof  and the reasons therefo4
- (c) whether in the absence of iudicial  forum relating to supplyr  billing and penalties levied by distributing companies,  rural population face a lot of difficulties  especially  after electrifiTing  nearly six lakh villages;  and
- (d) the steps taken by the Government to mitigate the problems faced by rural  peopte as wel! as urban people in case of disputes?

## ANSWER

THE MINISTER OF POWER AND NEW & RENEWABLE  ENERGY

(sHRl R.K. SINGH)

(a) to (d)  : A Statement is laid on the Table of the ]louse.

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STATEMENT REFERRED TO lN REPLY TO PARTS (a) TO (d) oF STARRED  QUESTION NO.53 TO BE ANSWERED IN THE LOK SABHA ON 22.O7.2O2{ REGARDING ELECTRICITY

AGT

- (a)&(b):Gasespertainingtotheunauthorizeduseofelectricityareprocessedas per the procedure Iaid down in section {26 and 127 and section {45 bars the iurisdiction of civil courts  in the matter. This is on account of the fact that the provisions  of section 126 rcad with section  127 of the Act are comptete code in itself as mentioned  in the Hontble supreme Gourt  judgement  (extract is at Annexure-l)  and cover all relevant considerations  for passing  of an order of assessment by the assessing officer' The provisions  of section 126 of the Act also provide an opportunity to the Gonsumer to get the initial  provisional assessment order revised by raising an obiection to the provisional order. Further, an appeal may be filed before the Appellate  Authority constituted  by the state Government  under section  127 ol the Act against the final assessment order passed by the assessing officer. The Gentral  Government'  for the purpose of section 127 ol the Act had notified the Appeal to the Appellate  Authority Rules, 2}O4which  provide that the State Government may by notification constitute an Appellate  AuthoritY.
- (c) & (d) : sub-sections  (5), (6), (7) and (8) of section 42 ol the Electricity Act' 2oo3 provide for grievance redressar mechanism for the aggrieved  consumers.  Any aggrieved consumer may approach the Gonsumer Grievance  Redressal  Forum (GGRF) for setflement of their grievances against  the distribution  licensee in respect  of any deficiency in service for providing etectricity connection,  unfair  practice, billingt deficiency in providing any electric tine or electric  plant or electric  meter' unsafe or
- hazardous  electriciQr installation  etc'

Further,  any person aggrieved  by the order passed by GGRF may approach theombudsmanaspersub.section(6)ofSection42ottheAct.

Moreover, as per the sub-sections of (2) (r) and (2) (s) of section {8{ of the Act, the state Etectricity Regutatory Gommissions have been vested with the powers to lay down guidelines  for the Gonsumer  grievance  redressal  mechanism'

Government  of lndia has notified Electricity  (Rights of Gonsumers)  Rulest 2O2O on 31.12,2020.  These rules specify the obligations  of the ticensee and the good practices  that must be adopted by the licensee to provide efficient, cost'effectivet reliabte and consumer friendly sewices so as to facilitate ease of use by the consumers. These rules shall ensure that new electricity connectionst refunds and other services are given in a time bound manner and have empowered the consumers to have the option to apply for new electricity  connection and pay bills online'

Some of the major provisions prescribed in these rules are with regard to metering, billing and payment, supply, disconnection  and reconnection' reliability of Supply, penalties, standards  of performance,  compensation  mechanism,  grievance redressal mechanism etc. A copy of Gazette  of lndia Notification  dated 31'12'2O20  in regard to..Electricity  (Rights of Gonsumers)  Rules, 2o,2$t'| is enclosed  at Annexure-ll'

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ANNEXURE REFERRED  TO lN PARTS (a) & (b) oF THE STATEMENT  LAID lN REpLy TO STARRED OUESTION ltlO. 53 TO BE ANSWERED  lN THE LOK SABHA ON 22.07,2021 REGARDING ELEGTRICITY  AGT

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A three-iudge  bench of Hon'ble supreme Gourt in its iudgement dated 2o.1O.2O{{ in Givil Appeal No. 8859 ot 2Ol{ in the matter of Executive Engineer Vs. Sri Seetaram Rice Mill has held the Sections 126 & 127 is a complete code and made the following  observations:

,,The  provisions of section 726, read with section  127 of the 2oo3 Act, in fact' becomes a code in itself, Right from the initiation of the proceedings by conducting  an inspection, to the right to fite an appeal before the appellate authority, alt  matters are squarely  couered under these provisions' lt specificatty  provides the method of computation  of the amount  that a consumer woutd be tiabte to pay for excessive  consumption  of the electricity  and for the manner of conducting assessment  proceedings' tn other words' Section 126 of the 2o03 Act has a  Purpose  to achieve, i,e,, to put an implied  restriction  on such unauthorized consumPtion  of electricity"'

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I

## ANNEXURE REFERRED TO lN PARTS (c) & (d) OF THE STATEMENT LAID lN REPLY TO STARRED QUESTION  NO. 53 TO BE ANSWERED IN THE LOK SABHA ON 22.07.2021 REGARDING ELEGTRICITY  ACT

## NOTIFICATION

New Delhi, the 3lst December,  2020

G.S.R. 8f 8(E).-In exercise of the powers  conferred  by sub-section  (1) read with clause  (z) of subsection (2) of section  176 of the Electricity  Act, 2003 (Act 36 of 2003), the Central  Government hereby makes  the following  rules, namely:-

1. Short title and commencement.-  (1) These rules may be called the Electricity  (Rights of Consumers)  Rules, 2020.
- (2)  They shall come into force on the date of their publication  in the Official Gazette.
2. Definitions.-  (1) In these rules, unless  the context  otherwise  requires,-
4. (a) -Actll  means the Electricity  Act, 2003;
5. (b) -applicantll means an owrler  or occupier of any prernises  who files an application  form with a distribution licensee for supply  of electricity,  increase or decrease in sanctioned load or contract  demand, change  in title or mutation of name, change  in consumer  category, disconnection or restoration of supply, or termination  of agreement,  shifting of connection or other services as the case may be, in accordance with the provisions  of the Act, rules and regulations made thereunder;
6. (c)  -applicationll  means  an application  form complete in all respects in the appropriate format, as specified  by the Commission, along with documents  and other compliances;
7. (d) -bilting  cycle or billing  periodll means  the period for which regular  electricity bills as specified by the Commission,  are issued for different categories of consumers  by the distribution licensee;
8. (e) -Commissionll  means the State Electricity Regulatory Commission constituted  under section  82 of the Act;
9. (0 -Consumerll means any person who is supplied  with electricity  for his own use by a distribution licensee  or the Government or by any other  person  engaged in the business of supplying  electricity to the public under  the Electricity  Act, 2003 or any other law for the time being 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 distribution  licensee, the Government or such other person, as the case may be;
10. (g) -daysll  means clear working  days;
11. (h) -disconnectionll  means  the physical separation  or remote  disconnection  of a consumer from the distribution  system  of the distribution  licensee;
12. (D  -fixed  chargesll has the same meaning  as per the provisions of the prevailing  Tariff Order issued for the distribution  licensee  by the Commission;
- 0) -maximum  demandll  means the highest load measured  in average  kVA or kW at the point of supply of a consumer  during  any cons@utive  period of thirty  minutes or as specified  by the Commission, during the billing period;
14. (k)  -occupierll  means  the owner,  tenant or person in occupation of the premises where electricity  is used or proposed to be used;
15. (l) -point  of supplyll means  the point, as may be specified  by the State Commission,  at which a consumer is supplied  electricity;
16. (m) -prosumerll  means a person who consumes electricity  from the grid and can also inject electricity  into the grid for distribution  licensee, using  same point of supply;
17. (n) -temporary connectiontr  means an electricity  connection  required  by a person for meeting

his temporary  needs such as-

- (i) for construction  of residential,  commercial  and industrial complexes including pumps for dewatering;
- (ii) for illumination during festivals and family functions;
- (iii) for threshers or other such machinery excluding agriculture pump sets;
- (iv) for touring cinemas, theatres,  circuses, fairs, exhibitions, melas or congregations.
- (o) -unauthorised use of electricityll  has the meaning as assigned  to it under section  126 of the Act.

(2) The words and expressions used and not defined in these rules but defined in the Act shall have the meanings assigned to them in the Act and in absence thereof,  the meanings  as commonly understood  in the electricity supply  industry.

- 3 Rights and Obligations.-  It is the duty of every distribution licensee  to supply electricity on request made by an owner or occupier of any premises  in line with the provisions  of Act. It is the right of consumer to have minimum standards  of service for supply  of electricity from the distribution  licensee in accordance with the provisions made  in these rules.
4. Release of new connection and modification in existing  connection.- (1) The distribution licensee shall prominently  display on its website  and on the notice board  in all its offices, the following;  namely:-
- (a) detailed  procedure  for grant of new connection,  temporary corutection,  shifting  of meter or, service line, change of consumer category,  enhancernent  of load, reduction of load or change in name, transfer  of ownership and shifting  of premises etc;
- (b) address and telephone numbers of offices where filled-up application  forms can be submitted;
- (c) address  of website  for online submission  of application form;
- (d) complete  list of copies of the documents required  to be attached with the application;
- (e) all applicable charges  to be deposited by the applicant.
- Application forms for all type of connections  as well as modification in existing connection  shall be available at all the local  offices of the distribution licensee  free of cost as well as on its website for free download. (2)
- The distribution  licensee  shall  create a web portal and a mobile app for submission of online application  forms. (3)
- The applicant shall have an option to submit an application  form in hard copy form or an electronic means such as online through web portal or mobile app of distribution  licensee. (4)
- In case hard copy of the application  form is submitted, the same shall be scanned and uploaded  on the website  as soon as it is received and acknowledgement with the registration  number for that applicant shall be generated  and intimated to the applicant. (s)
- In case of online application form through  web portal or mobile app of distribution  licensee,  the acknowledgement  with the registration number  shall be generated on submission  of application. (6)
- An application,  complete with all the required information, shall be deemed to be received  on the aate oi generation oi acknowledgement with registration number. In case of hard copy submission, the acknowledgement  with regiJtration  number  shall be generated  within such period as may be specified by the Commission, not exceeding twenty four hours, of receipt of the application, complete  with all the required information. (7)
- The application  tracking mechanism  based on the unique registration  number shall be provided by tfre AisiriUution  licensee  through  web-based  application  or mobile app or through SMS or by any other mode to monitor  the stitus of processing of the application like receipt  of application,  site inspection,  issuance  of demand note, external  connection,  meter  installation  and electricity  flow. (8)
- For new corurections up to a load of 10 kW or such higher  load as may be specified  by the Commission, the application  form shall be accompanied with only two mandatory  documents(e)
- (1) identity  proof (i.e.  Passport,  Aadhar card etc.) of the applicant; and

(2) proof of applicant's ownership  or occupancy over the premises for which new connection is being sought or in the absence  ofany proofofownership or occupancy, any other address poofnot given as part ofidentity  proofunder  (1) above. For new connections  beyond  the specified  load, and modification of existing connection, the Commission shall explicitly specifr the documents required  to be submitted  with the application.

- (10) ln case, an agreement is required to be executed between  distribution licensee and the consumer, the same shall become the part of the application form and there shall not be any requirement  of a separate agreement form.
2. The Commission  shall specifo the maximum time period, post submission  of application complete  in all respect, not exceeding  seven days in metro cities,  fifteen days in other municipal areas and thirty days in rural areas, within  which  the distribution  licenses shall  provide new connection  and modify an existing connection: (11)

Provided that where such supply requires  extension of  distribution mains, or commissioning of new sub-stations, the distribution  licensee  shall supply the electricity  to such premises  immediately  after such extension  or commissioning or within such period as may be specified  by the Commission.

- If a distribution  licensee  fails to supply electricity within the period  specified by the Commission, it shall  be liable to a penalty as may be determined by the Commission,  which shall not exceed one thousand rupees  for each day of default. (12)
- For electrified  areas up to 150 kW or such higher load as the Commission may specify the connection charges for new connection shall be fixed on the basis ofthe load, category ofconnection  sought and average cost of connection of the distribution licensee so as to avoid site inspection and estimation  of demand  charges  for each and every case individually.  The demand  charges,  in such cases, may be paid at the time of application  for new connection. (13)
- Metering  -  (1) No connection shall be given without a meter  and such meter shall be the smart prepayment meter or pre-payment meter. Any exception to the smart meter or prepayment meter shall have to be duly approved  by the Commission. The Commission,  while doing so, shall record  proper justification  for allowing the deviation  from installation  of the smart pre-payment  meter  or prepayment  meter. 5.
- At the time of seeking a new connection  the consumer shall have the option to (2)
- (a) purchase the meter, MCB or CB and associated  equipment  himself;  or
- (b) require  that the meter, MCB or CB and associated  equipment  be supplied  by the distribution licensee, on payment  of applicable  charges.
- The distribution  licensee shall ensure that tested and sealed meters of approved  meter manufacturers are available to consumers  for purchase  and information of the places from where the consumers can purchase them is made  available  on its website. (3)
- The meter shall be read at least once in every billing cycle in urban as well as rural areas by an authorised  representative  of the distribution  licensee. (4)
- In case of smart meters, the meters shall be read remotely at least once in every  month and in case of other pre-payment  meters,  the meters  shall be read by an authorised  representative of the distribution  licensee  at least  once in every three months. The data regarding energy consumption shall be made available to the consumer,  through website or mobile App or SMS, etc. Consumers having smart pre-payment  meters may also be given  the data access for checking  their consumption on real time basis. (5)
- For post payment  meters,  if the meter is inaccessible  to the meter  reader on two consecutive  meter reading datls,  the consumer shall have the option  to send the picture of the meter indicating  the meter ieading and date of meter reading through  registered mobile or through  e-mail. [n such a case, distribution licensee may not send any notice or provisional  bill to the consumer (6)
- Testing of meters shall be done by the distribution  licensee within a period as may be specified  by the Cornmission, not exceeding  thirty days,  of receipt of the complaint from the consumer  about their meter  readings not being commensurate  with his consumption  of electricity,  stoppage  of meter, damage  to the seal, buming  or damage  of the meter, etc. (7)

- (8) No test fee shall be charged  from the consumer  at the time of reporting  if the meter is found to be defective or burnt due to reasons attributable to the consumer,  the consumer shall bear the cost  of new meter and test fee shall be charged from the consumer through subsequent  bills.
- (9) The distribution licensee  shall give a copy of the meter  test report to the consumer  duly signed by both the distribution  licensee  or their authorised  representatives  and the consumer,  and retain one such copy as acknowledgment.  The distribution licensee  shall communicate the date and time for such test to the consumer  and convey  the said consumer to present at the site for testing.  However, if the consumer  chooses  not to be present at the site for testing, the distribution licensee will carry  out such testing  and shall  give the copy  of the meter test report  to the consumer  for signing.
- (10) In case, during testing, the meter is found to be inaccurate,  the excess or deficit charges shall be adjusted in the subsequent  bills as specified  by the Commission.
4. (  I I  ) If a consumer  disputes the results  of testing, the meter  shall be tested at a third party testing  facility selected by the consumer  from the list of third party testing agencies approved  by the Commission. If it is successfully  established  that the results  of this test are contrary to the results of the test performed by the distribution licensee,  then the cost of undertaking  such test shall be borne by the distribution licensee.  However,  in case it is established  that the results of this test are same  as the results  of the test performed by the distribution  licensee in sub-rule  (7), then the cost of undertaking such test shall  be borne by the Consumer.  The meter test results and the meter data shall be issued to the consumer  after such test has been completed and the said results are final and binding  on both the consumer and the distribution  licensee.
- (12) The list of third party agencies  approved by the Commission  shall be available  in their various offices as well as on the website  of the distribution  licensee.
- (13) Replacement  of defective or burnt or stolen meters shall be done,-
7. (a) either on consumer's complaint or upon inspection  by the distribution licensee, if the meter is prima facie found to be defective  or burnt  or stolen not due to causes attributable  to the consumer, the licensee shall restore supply through a new meter at its own cost within the timelines  as specified  by the Commission;
8. (b) if, after investigation,  it is found that the meter has become defective or bumt or stolen due to causes attributable to the consumer, the necessary  charges shall be recovered from the consumer as specified  by the Commission;
9. (c)  within a time period,  to be specified by the Commission not exceeding  twenty-four hours in urban areas and seventy-two hours in rural areas by the distribution licensee.
- (14) Non-availability of meter shall not be a reason  for delay in restoration  of supply.
- (15) If the meter  is installed outside  the consumer's  premises,  distribution licensee  shall  be responsible  for safe custody of the meter,  and if the same is installed within the consumer's premises,  the consumer shall be responsible  for the safe custody  of meter.
6. Billing and payment  -  (1) Tariff for each category  of consumers  shall be displayed on distribution licensee's website and consumers  shall be notified  of change  in tariff including fuel surcharge and other charges,  a full billing cycle ahead of time, through  distribution  licensee's website as well as through energy bills.
- (2) The distribution licensee shall prepare the bill for every billing cycle based on actual meter reading, except  where  pre-payment meters are installed, and the bill shall be delivered to the consumer by hand or post or courier or e-mail or any other electronic mode at least ten days prior to the due date of payment.
- (3) ln case of non-receipt of original bill, the consumer  shall be entitled to get a duplicate copy of the bill and shall also have the option to deposit  self-assessed  bill as per the procedure  approved by the Commission:

Provided that the excess  or deficit payment, as the case may be in case of self-assessment, shall be adjusted in the next bill or bills, as the case may be.

- (4) ln case  of pre-payment metering, the distribution licensee  shall issue the bill, to the consumer,  on his or her request.
- (5) The distribution licensee  shall intimate  the consumer  about  despatch of bill through SMS or email, or by both, SMS and e-mail, immediately and the intimation  shall consist of the details of bill amount and the due date for payment.
- (6) The distribution  licensee shall also upload the bill on its website  on the day of bill generation:

Provided that the billing details of last one year for all consumers shall also be made available  on the licensee's  website.

- (7) The distribution licensee  shall issue  the first bill within a time period to be specified by the Commission, not exceeding  two billing cycles, of arergising  a new corurection  where  post payment meters are installed.
- (8) ln case the consumer  does not receive  the first bill within such period, he may complain,  in writing, to the distribution licensee  and the distribution licensee  shall issue the bill within a time period, not exceeding seven  days.
- (9) The distribution licensee shall not generate more than two provisional bills for a consumer  during one financial year and if the provisional billing continues for more than two billing cycles except under extraordinary situation due to force  majeure,  the consumer  may refuse to pay the dues until bill is raised by the distribution  licensee as per actual meter reading.
- (10) If any bill is served with a delay of such period as specified by the Commission, not exceeding  sixty days, the consumers shall be given a rebate  of two to five percent  as specified  by the Commission.
- (11) The information regarding the authority  with whom  grievance  or complaint  pertaining to bill can be lodged shall be provided  along  with the bill and the same shall also be made available on distribution licensees'  website.
- (12) In case of vacation of premises,  the distribution licensee  shall arrange to take a special  reading  of the meter on receiving the consumer's written request and issue a final bill including all arrears till the date of billing and issue a No-Dues  Certificate  on receiving  final payment, within a time period not exceeding seven days from the receipt  ofsuch final payment.

7. Method of payment of Bills .- (1) Consumer  shall have the option to pay bills online or offline.

(2) Bill amount  of more than one thousand rupees or an amount specified by the Commission  shall mandatorily  be paid online. Commission  shall speci$  a suitable incentive  or rebate  for payment through online system.

(3) For bill amounts  less than or equal to one thousand  rupees consumer  may pay the bill through cash or cheque or demand draft or electronic clearing system at designated  counters  ofa bank or through credit or debit  cards  or online payment  through  distribution licensees' web portal or any digital mode of payment and any change or further  addition in the mode of payment shall be more user friendly  for the consumers than  the prevailing  system.

(4) The distribution licensee  shall establish  online  portal  as well as sufficient number of collection  centres or drop boxes at suitable locations  with necessary facilities, where consumer  can deposit the bill amount with ease.

8. Advance payment of bills.- (1) In case of post payment meters, when a domestic consumer gives prior information in writing about his continued absence  from residence,  the distribution licensee shall not send any notice or provisional bill to the consumer  provided  that the consumer  pays the fixed charges for such period in advance and his supply  line shall not be disconnected.

(2) lnterest shall  be paid on advance amount  paid under sub-rule  (l), at such rate as may be decided by the Commission.

9. Disconnection and reconnection .- (1) (a) In case a consumer  desires that his meter to be permanently disconnected,  he shall apply for the same to the distribution licensee  and the licensee  shall arrange  for a special meter reading  and prepare a final bill.

- (b) The disconnection shall be done immediately  after payment  of the final bill. The balance amount due to any consumption  between the final reading  and the permanent  disconnection,  if any, may be adjusted against the security amount  with the distribution  licensee. The remaining  security deposit  shall be refunded to the consumer within such period as specified  by the Commission, not exceeding  seven days.
- (2) In case the disconnection has been  done on account of non-payment of past dues, the licensee shall reconnect  the consumer's installation  within such time as specified by the Commission,  not exceeding  six working  hours ofreceipt  ofpast dues and other charges  as applicable.
- (3) Pre-payment  meters  will be designed  to automatically  cut off supply when the amount  credited is exhausted.  This shall however not be treated  as a disconnection  and the supply  will be resumed whenever  the meter is recharged.

10. Reliability  of supply.-  (1) The distribution  licensee  shall supply 24x7 power  to all consumers. However, the Commission may specifr lower hours of supply for some categories of consumers  like agriculture.

- (1) The Commission  shatl specifu  the following parameters  to maintain the reliability  of supply by the distribution  licensee; namely:  -
2. (a) total duration and frequency  of outages  per consumer in a year -
- a.  System  average  intemrption  duration index (SAIDI);
- b.  System  average  intem.rption  frequency  index (SAIFI);
5. (b) the minimum outage time (in minutes) that the distribution licensee  shall consider  for the calculation  of SAIDI or SAIFI, as the case may be
- (2) The distribution licensee  shall put in place a mechanism,  preferably  with automated  tools to the extent possible,  for monitoring  and restoring outages.

11. Consumer as prosumer.-(1)  While the prosumers  will maintain  consumer status and have the same rights  as the general  consumer,  they will also have right to set up Renewable  Energy (RE) generation  unit including  roof top solar photovoltaic  (PV)  systems -  either  by himself  or through a service provider.

- (2) Renewable Energy (RE) generation  unit may also be set up on other part of the premises of the prosumers,  apart from the roof, however the total generation  capacity of the RE unit shall not exceed the limit as specified  by the Commission.
- (3) The Commission  shall lay down regulations  on Grid Interactive  Roof top Solar PV system  and its related  matters  with timelines  of not exceeding  six months from the date of notification of these rules, in case the same has not been  notified.
- (4) The regulations on Grid lnteractive  Roof top Solar PV system and its related matters  shall provide  for net metering for loads up to ten kW and for gross metering for loads above ten kW.
- (5) The distribution licensee shall facilitate the process  for setting  up of RE generation  system  at prosumers' premises.  ln this regard, the licensee shall-
5. (a) create  an online portal  for receiving applications from prosumers  for installation, intercorurection  and metering of distributed renewable  energy systems or devices at their premises, and update the same on a regular basis;
6. (b) prominently  display on its website  and in all its offrces,  the following;  namely:-
7. (i) detailed standardized  procedure  for installation and commissioning  of roof top solar system;
8. (iD a single point of contact to facilitate  the consumers in installation of roof top solar system from submission  of application formto commissioning.
9. (ii| address and telephone numbers of offices  where filled-up application forms can be submitted;
10. (iv) complete  list of documents required  to be furnished along with such applications;
11. (v) applicable  charges  to be deposited by the applicant;
12. (vi) empanelled list of service providers  for the benefit of consumers  who want to install rooftop solar PV system  through service providers; and

- (vii)  financial incentives  to the prosumers, as applicable  under various  schemes and programmes  of the Central and State Govemments;
- (6) The distribution  licensee shall ensure that-
- (i) application  forms shall be accepted  online or through hard copy;
- (ii) in case the application  form submitted  in hard copy form, the same shall be scanned and uploaded on the website as soon as it is received and acknowledgement  with the registration  number for that application  shall be generated  and intimated  to  the applicant;
- (iii) in case the application  form received  online through web portal of the distribution licensee,  the acknowledgement  with the registration number  shall be generated  on submission  of application;
- (iv) application shall be deemed  to be received  on the date of  generation of acknowledgement  with registration number;  and
- (v) the application tracking mechanism based on the unique registration  number shall be provided  by the distribution licensee through web-based  application  or any other mode to monitor  the status  of processing of the application like receipt of application,  site inspection, meter installation  and commissioning, etc.
- (7) The technical  feasibility study  shall be completed  within the time period specified  by the Commission, not exceeding  twenty days and the outcome  of the study shall be intimated to the applicant.
- (8) During the time period from the feasibility study till the completion  of installation,  in case,  there is any requirement of upgradation  of distribution  infrastructure like augmentation  of service line, distribution  transformer capacity, etc., for installation  of the required capacity of solar PV system, the same shall be carried out by the distribution licensee  or consumer,  as the case may be.
- (9) After installation  of solar PV system, the consumer  shall submit the installation  certificate to the distribution  licensee.  The licensee  shall complete signing  of connection agreement,  installation of meter  and successful  commissioning of the solar PV system within the timelines  specified  by the Commission  which shall not be more than thirty days from the date of submission  of the installation  certificate.  Formats  of contract agreement and installation certificate  shall  be placed on web-portal of the distribution  licensee.
- (10) Consumer shall have the option  of purchasing  the requisite meter  himself which shall be tested and installed by the distribution  licensee.
- (11) The timelines  as specified by the Commission shall be adhered to by the distribution licensee. In case of delay, the licensee may take approval from the Commission in specific cases along  with justification  for the same.
- (L2) In case of any delay on the part of distribution licensee without any just cause, the Licensee shall be liable to pay compensation  to the consumer  at a rate which shall not be less than five hundred  rupees  per day for each day ofdefault.
- (13) The energy generated by prosumer  shall be adjusted against energy consumed or the bill amount, depending on whether  net metering or gross metering  is applicable.
- (14) The distribution  licensee shall pass on the financial  incentives  to the prosumers, as may be provided under various schemes and programmes  of the Central and State Governments.
12. Standards of performance  .- (1) The Commission shall notify the standards of performance  for the distribution  licensees as per sub-section  (l) of section 57 of the Act and in consonance with the rules or regulations  made  thereunder.

(2) The Commission shall determine the compensation  amount to be paid to the consumers by the distribution licensees  for violation  of standards of performance as per sub-section  (2) of Section  57 of the Act.

13. Compensation mechanism .- (1) Consumer  shall be automatically  compensated for those parameters which can be monitored remotely  when it can be successfully  established that there is a default  in performance  of the distribution  licensee.

(2) The Commission shall notifu regulations for establishment  of mechanism,  by the distribution licensee,  for automatic payment  of compensation  amount determined under the provisions  of sub-section (2) of section 57 of the Act within  six months  fromthe notification  of these rules.

(3) The Commission  shall oversee that the distribution licensee designs  and maintains its distribution system  in such a way that there is a gradual increase  in the list of parameters,  which can be monitored remotely and for which  automatic  compensation  can be made to the consumer.

(4) The standards  of performance for which the compensation  is required to be paid by the distribution licensee include, but are not limited to, the following, namely:-

- (i) no supply  to a consumer beyond a particular duration,  to be specified  by the Commission;
- (ii) number  of intemrptions  in supply beyond the limits as specified  by the Commission;
- (iii) time taken for corurection,  disconnection,  reconnection,  shifting;
- (iv) time taken for change in consumer category, load;
- (v) time taken for change in consumer details;
- (vi) time taken for replacement  of defective  meters;
- (vii) time period within which bills are to be served;
- (viii) time period of resolving voltage  related complaints; and
- (ix) bill related complaints.
- (5) The distribution  licensee, within six months  from the date of notification of the regulations by the Commission  under sub-rule (2), shall create an online facility on which consumers  may register and claim the compensation  amount.  The information  in this regard shall be widely  circulated among consumers  through  appropriate means including mass media, bills, SMS, e-mails or by uploading  on licensee's  website.
- (6) In all cases  of compensation,  the payment  of compensation  shall be made  by adjustment  against current or future bills for supply of electricity,  within stipulated  time from the determination  of claim as specified  by the Commission.
14. Call Centre for Consumer Services .- (1) For providing common services like new connection, disconnection,  reconnection,  shifting of connection,  change  in name and particulars, load change, replacement  of meter, no supply,  the distribution  licensee shall establish a centralised24xT  toll-free  call centre with effect from such date as may be specified  by the Commission.
- (2) While other modes to provide services like paper application, email, mobile,  website, etc., may continue, the licensees  shall endeavour  to provide  all services through  a common Customer  Relation Manager (CRM) System to get a unified view of all the services requested, attended and pending, at the backend  for better monitoring  and analytics.
- (3) The CRM shall have facilities for sms,email  alerts, notifications  to consumers  and officers  for events like receipt  of application, completion of service, change  in status of application,  etc; online status tracking and auto escalation to higher level, if services are not provided within the specified time period.
15. Grievance redressal mechanism .- (1) The distribution licensee  shall establish  Consumer  Grievance Redressal Forum  (CGRF) under sub-section  (5) of section 42 of the Act at different levels  to cater the needs  of the sub- division, division,  circle,  zone, company  level. The forum shall be headed by an officer  of the licensee  of appropriate seniority.  The forum shall consist of officers of the licensee and have not more than four members as consumer  and prosumer representatives. The Appropriate Commission  shall nominate one independent  member  who is familiar  with the consumer  affairs. The forum  may be assigned different tlpes of grievances  depending  on the nature  of the grievance  and the level at which it can be best resolved.

Provided that the manner  of appointment  and the qualification and experience of the persons to be appointed as member of the forum  and the procedure  of dealing with the grievances  of the consumers by the Forum and other similar  matters would be as per the guidelines specified  by the Commission.

- (2) The licensee  shall specify the time within which various types  of grievances  by the different  levels of the forums are to be resolved. Normally, a grievance  shall be decided  with in a period  of thirty  days and in any case not exceeding  forty five days from the date of receipt of such grievance. The consumer aggrieved  by the decision  of sub-divisional or divisional  or circle forum  will have the option to approach the company  level forum before making an appeal to the Ombudsman.
- (3) If a consumer's grievance  is not redressed  by the company  level forum within the specified  time or the consumer  is not satisfied with the disposal of his grievance,  he will be free to approach the Ombudsman appointed  by the Commission.
- (4) The distribution licensee  shall give wide publicity  of the forum office,  its complete address,  contact details  and procedure  for registration  of grievances  through print and electronic  media  and notice boards of its various offices and also intimate the same  to the consumers through electricity  bills.
- (5) The distribution  licensee shall set up a mechanism  for monitoring  of the grievances redressal.
- (6) The licensee will send quarterly reports to the Ombudsman and to the Commission,  in respect  of standards  of performance,  other performance  parameters and consumer  grievances  related information showing the extent to which the time schedule has been followed  in redressing the consumer grievances.
- (7) The performance  of CGRF shall be monitored by the Commission.
16. General  Provisions.-  (1) The distribution  licensee shall  provide access  to various  services  such as application  submission,  monitoring status  of application, payment of bills, status of complaints raised ,etc.,  to consumers  through  its website,web  portal, mobile  app and its various designated offices areawise.
- (2) The distribution licensee shall provide  all services such as application  submission,  payment  of bills, etc.,  to senior citizens at their door-steps.
- (3) The details of scheduled  power  outages shall be informed  to the consumers.  ln case of unplanned outage or fault, immediate intimation shall be given to the consumers through SMS or by any other electronic mode along with estimated  time for restoration.  This information shall also be available in the call center of the distribution  licensee.
- (4) For creating proper  awareness among consumers  and licensee  staff, the distribution licensee shall ensure to undertake the following  steps, namely:-
11. (a) Manual of procedure for providing  common  services and handling customer grievances shall  be made available for reference of consumers at every office of the distribution licensee and downloadable from its website
12. (b) The distribution licensee shall publish the guaranteed standards of performance  along with compensation structure, information on procedure  for filing of complaints,  in the bills for month of January and July. If it is not possible  to publish  the same  at the back of the bills, the distribution licensee  shall  publish  it on a separate  hand  out and distribute  it along  with the bills.
13. (c) The distribution  licensee shall arrange to give due publicity  through media, TV, newspaper, website and by displaying in boards at consumer  service related offices  to bring awareness  of consumer rights, standards  of performance,  compensation  provisions, grievance  redressal,  measures  for energy  efficiency  and any other schemes of the distribution  licensee.
14. (d) The distribution licensee shall arrange to display feeder wise outage data, efforts made for minimising  outages,  prevention  of theft or unauthorised use of electricity  or tampering, distress or damage  to electrical plant, electric lines or meter  and results obtained  during the year, on its website.

- (e) Whenever the existing  meters  are to be replaced  by any new technology meters, the distribution licensee  shall take adequate  measures  to create consumer  awareness  regarding the advantages of such replacement.  Distribution licensee  shall issue a public notice in at least four daily newspapers. Such information  shall also be displayed in conspicuous maruler on the distribution  licensee's  website  and the distribution licensee shall indicate  the area wise schedule of dates for replacement  of such meter.

[F.  No. 23 I 05 12020-R&R]

GHANSHYAM  PRASAD, Jt. Secy.

KUMAR EM

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