STANDARDS OF PERFORMANCE

SERVICE REQUIRED 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 daysin 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 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 300 days*
Conversion from LT to HT and vice versa Within 60 days*
Resolution of complaints on consumers 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

* On receipt of prescribed charges

** On receipt of necessary documents and prescribed fee, if any

*** On production of proof of payment by consumer