S. No

Nature of Service

Approved Performance Level(Maximum Time)

Token

Compensation

in case of

established violation

1

2

3

4

A.

Electricity Distribution– Guaranteed Standards in Operation

1.

Responding to mains fuse failure.

i)                    Cities and Towns

a)      Complaints received between 9AM to 9PM

b)      Complaints received between 9PM to 9AM

ii)                   Rural Areas

  Complaints received any time during the day

Within 6 hours 

Within 12 hours

Within 24 hours

Rs. 10/- 

Rs. 10/-

Rs. 10/-

2.

Restoring Supply after a fault.

Within 24 hours

Rs. 20/- per affected consumer

1. Actual time limit for restoration of supply shall depend on the extent of damage/ breakdown of lines/ substation equipment etc. However, such complaints shall be attended to immediately on priority and supply restored in the minimum possible period.

2. Where an alternate source is available, supply shall be restored within the shortest possible period from such source.

3.

Estimating charges for new and additional Supply and issue of Demand Notice to the Consumer.

i)                    Cities and Towns

ii)                   Rural Areas

Within 3 weeks

Within 4 weeks

Rs. 10/-

Rs. 10/-

4.

Notice of Supply interruption

(11kV & above)

i)   Cities and Towns

 ii)   Rural Areas

24 hrs notice in advance through local media/Press.

By written notice to be displayed 24 hrs in advance in the local Board’s office.

NIL

NIL

5.

Investigation of voltage complaints and reply to the consumer.

Within 4 weeks of receipt of complaint

Rs. 10/-

B.

Electricity Supply – Guaranteed Standards

1.

Provision of Supply and Meter after the deposit of charges by the consumer and compliance of other conditions stipulated in the Demand Notice.

i) Small and Medium Industrial/ Agriculture Supply connections on LT

ii) Domestic/ Commercial/ NDNC     supply                     

iii)  HT consumers:

HT connections and others    not    covered under (i) and (ii) above:

3 months

1 month

As may be decided by C.E.(Op) concerned in view of work involved in each case. However, where the time taken is more than a year, the Commission shall be informed with reasons.

Rs. 100/-

Rs. 100/-

Rs. 100/-