7.0 Services KERC schedule of services Nature of Complaint / Service Redressal Standards (Indicative maximum time limit for rendering service) Primary Responsibility Centers Next Higher Authority I 1 Failure of Power supply due to :- Fuse off Call at aerial cutouts / Sealable cutouts a) Towns and Cities b) Rural area a) 4 Hours b) 24 CCCD (Central Consumer Complaints Division)/ Service station of the Sub Dvn / A.E (O&M)/J.E (O&M) / Section officer/ Line Man in the Lineman camp AEE (El) of the 2 Snapping of Wire (a) Towns and Cities a) and Cities b) Rural area i) De-energisation in case it is not de energised automatically, immediately on receipt of the information. ii) Restoration of supply within 6 Hours CCCD / Service station of the Sub-Division / A.E (O&M) / J.E. (O&M)/ Section Officer / Line Man in the Lineman camp ” AEE (El) of the ” De-energisation in case it is not de energized automatically, immediately on receipt of the information ii) Restoration of power supply within 24 Hours Division Sub-
3 Falling of trees on overhead lines (without breaking of poles) (a) Towns and Cities (b) Rural area i) De-energisation in case it is not de energised automatically, immediately on receipt of the Information. ii) Restoration of power supply with in 10 Hours CCCD / Service station of the Sub-Division / A.E. (O&M) / J.E. (O&M)/ Section Officer /Line Man in the Lineman camp ” AEE (El) of the ” (i) - D- ii) Restoration of power supply within 24 Hours 4 Fire due to short circuit of LT lines consequent to loose spans and touching of tree branches a) Towns and Cities b) area a) 6 Hours b) 12 Hours CCCD / Service station of the Sub-Division / A.E. (O&M) / J.E. (O&M)/ Section Officer /Line Man in the Lineman camp AEE (El) of the 5 Interruptions due to down of (i) 11 KV line - Overhead a) and Cities b) Rural area a) 6 b) 24 (ii) HT U.G Cable faults In all Towns and Cities Temporary arrangement for restoration of supply with in 24 Hours and rectification of Cable Fault within 7 days Division Division
” ” ” ” ” ” ” ” (vi) Burnt out meter a) Towns and Cities b) Rural area Subject to payment of meter cost as per section 28.00 of KERC (ES&D) Code, 2000-01 a) 24 Hours b) 48 Hours
II DISCONNECTION AND RECONNECTION Reconnection after payment of dues of KPTCL Both for Towns, Cities and Rural area (i) 24 Hrs if the disconnection period is not exceeding six months AAO of the Sub Dvn/ A.E (O&M).J.E (O&M)/Secion Officer ” ” AEE (El) of the ” ” (ii) 48 Hours if the disconnection period is exceeding six months (a) In cases where agreement is not terminated, the Consumer shall clear outstanding arrears, produce interior wiring fitness certificate issued by the licensed Electrical Contractor (b) In where agreement is terminated, the Consumer shall apply afresh as per Section 4.12 (V) of KERC (ES&D) Code, 2000-01 Reconnection when disconnected by over sight (Exceptional cases) even though bill amount is paid Towns and Cities Rural Area a) 6 Hours. b) 24 Hours. AAO of the Sub Dvn/ A.E (O&M).J.E (O&M)/Secion Officer AEE (El) of the III 1 VOLTAGE COMPLAINTS Low Voltage Complaints Both for Towns, Cities and Rural area 15 days in case of local problem and 6 months in cases requiring augmentation of distribution system CCCD / Service station of the Sub-Division / A.E. (O&M) / J.E. (O&M)/ Soujanya counter of the Sub division/Section Officer /Line Man in the Lineman camp AEE (El) of the Division Division Division
5 Amount already paid by consumer shown as arrears. (Provided the bill amount is paid at the Sub where the bill is issued) Both for Towns, Cities and Rural Area. On the same working day A.A.O / S.A of accounting unit/ A.E. (O&M) / J.E. (O&M)/ Soujanya counter of the Sub division. AEE (El) of the 6 Wrong application of Tariff, i) where field report is not necessary. Both for Towns, Cities and Rural area On the same working day A.A.O / S.A of accounting unit/ A.E. (O&M) / J.E. (O&M)/ Soujanya counter of the Sub division. ” AEE (El) of the ” ii) Where field report is necessary Both for Towns, Cities and Rural area 8 working days. 7 Posting of wrong initial reading. Both for Towns, Cities and Rural Area On the same working day A.A.O / S.A of accounting unit/ A.E. (O&M) / J.E. (O&M)/ Soujanya counter of the Sub division. AEE (El) of the 8 Showing the short claims in the monthly bill without furnishing the details to the consumer. Both for Towns, Cities and Rural Area. Detailed statements shall be furnished within 3 working days both in case of computer Billing and manual billing. A.A.O / S.A of accounting unit/ A.E. (O&M) / J.E. (O&M)/ Soujanya counter of the Sub division. AEE (El) of the
by Hon'ble KERC 1 Bangalore Urban Superintending Engineer(El.,), West Circle Mob : 9449050909 Executive Engineer (El.,) East Circle Mob :9449844866 To be nominated West Circle Office, BESCOM, 2nd Block, Rajajinagar. Bangalore -10. Ph:080-23132113 2 Bangalore Rural Superintending Engineer(El.,), East Circle Mob :9449844799 Executive Engineer (El.,), West Circle Mob: 9449844839 To be nominated East Circle Office No.12, Road, Tasker Town, Ph: 22863422 3 Ramanagar Superintending Engineer (El.,), Bangalore Rural Circle, Mob: 9448279007 Executive Engineer (El.,), Kolar Mob :9448279019 To be nominated Division office,BESCOM, Ramanagar Land Line: 4 Superintending Engineer (El.,), Kolar Circle Mob: 9448279008 Executive Engineer (El.,), Ramanagara Division Mob 9448279026 To be nominated O&M Circle Office, BESCOM, Kolar-563101. Ph: 5 Superintending Engineer (El.,), Bangalore Rural Area Zone Mob: 9448452103 Executive Engineer (El.,) Chikkaballapura Division Mob: 9448279023 To be nominated Office, BESCOM, Ph:08156-272671 6 Tumkur Superintending Engineer (El.,), Tumkur Circle Mob: 9448279006 Executive Engineer (El.,), Tumkur Circle, Mob :9448279388 To be nominated O&M Circle Office, BESCOM, Tumkur -572102 Ph:0816-2278599