HIMACHAL PRADESH STATE ELECTRICITY BOARD LIMITED MANUAL OF PRACTICES FOR HANDLING CONSUMERS COMPLAINTS NOTIFICATON

HIMACHAL PRADESH STATE ELECTRICITY BOARD LIMITED MANUAL OF PRACTICES FOR HANDLING CONSUMERS COMPLAINTS NOTIFICATON No HPSEBL/CE-(Comm.)/SERC-34/2013- Dated: - In pursuance to Regulation 7 & 8 of the HPERC (Distribution Performance Standards) Regulation 2010, the HPSEB Ltd., issues the manual of practice for handling consumer complaints as under:- Short Title and commencement 1. This manual of practices may be called as H.P.S.E.B. Ltd., Manual of Practices for Handling Consumers Complaints 2013. 2. This will be applicable to the whole of the state of Himachal Pradesh concurrent with the jurisdiction for supply of electricity by HPSEBL. 3. This shall come into force from the date of issue/ publishing in H.P. Government Gazette Notification. A copy of this manual, both in English and Hindi version, is also available at every office of HPSEB Limited. This manual is also available for view and down load on HPSEBL website http://www.hpseb.com. In accordance with the provisions specified in the Regulation 7, the following information has been incorporated in this manual of practices for handling consumers complaints 2013:- a) channels of complaint registration details of personnel, offices call centre(s); b) process of handling complaints; c) duties and obligations of the licensee - guaranteed standards of performance and minimum compensation details; d) any other information which may be affecting the consumers. In accordance with regulation 8 of Distribution Performance Standards 2010, the HPSEB Ltd. hereby adopts the following procedure with regard to handling complaints of the consumers:- 1

1.0 NATURE OF COMPLAINTS 1.1 Nature of Complaints received at complaint Centres/ Customer Care centre/ Section office/ Sub Divisions, under customer related services are categorized as below:- 1.1.1 Fuse off/ Fault calls 1.1.2 Overhead Line and Cable/ Under-ground cable breakdowns 1.1.3 Replacement of failed Distribution Transformers 1.1.4 Replacement of damaged service line/wire 1.1.5 Complaints about meter testing & checking for correctness of Meters 1.1.6 Consumers Defective/ Stopped/ Burnt Meter/ Metering equipment replacement 1.1.7 Shifting of meters/ service lines 1.1.8 Period of Scheduled outages 1.1.9 Voltage problems 1.1.10 Change in contract demand 1.1.11 Complaints about consumer bills 1.1.12 Transfer of Ownership and change of category 1.1.13 Power Availability Certificate 1.1.14 Temporary supply of Power 1.1.15 Regular & Special Appointments 2.0 CHANNELS FOR LODGING OF COMPLAINTS 2.1 There shall be following channels for lodging of complaints: 2.1.1 Through toll free number at Centralized Call Centre (CCC), 2.1.2 At HPSEBL s website http://www.hpseb.com under Tab Consumers on Web, 2.1.3 Manual either at Section offices/ Customer Care Centres or Manually/ telephonically at respective Sub-Division offices 2.1.4 Through short code SMS facility at CCC level (FY 2014-15 onwards) 2.1.5 E-Samadhan 2.1.6 Dispute settlement Committees set up by HPSEB Ltd. 2.1.7 Forum for Redressal of Grievances of Consumers established under Electricity Act 2003 2.1.8 Bijlee Adalats 2.2 Centralized Call Centre (CCC): A 12 (twelve) seated Centralized Call Centre (CCC) with toll free number 18001808060 (with 30 incoming lines for) has already been established by HPSEB Limited and is available on 24x7 basis. The complaints/ grievances can be registered on toll free number through following mechanism: 2.2.1 At CCC, the complaints/ grievances will be first handled through Interactive Voice Response System (IVRS) and in case consumer enters the correct details like his K No. and nature of complaint based on the 2

voice guidance system (IVRS), the call shall be registered and shown in the panel of call Centre agents at CCC. A Unique Complaint Number (UCN) shall be communicated back to consumer by IVRS for future reference. The call shall then be automatically transferred to respective Sub-Division. The call shall be simultaneously displayed at respective Sub- Division and disposed off on rectification by maintenance staff at their level. 2.2.2 In case consumer does not have K No. handy or consumer wishes to communicate directly with call Centre agents to register his complaint/ grievance, then on pressing the appropriate choice (As per call flow given in a-1 below), the call shall be transferred to call Centre agents. They will enter the details based on input from consumers and the complaints/ grievances shall be registered. A Unique Complaint Number (UCN) shall be communicated back to consumer by call Centre agents. The complaint/ grievance shall be transferred to respective Sub-Division by call Centre agents. 2.2.3 For consumers falling under Sub-Divisions which are not connected with Centralized Call & Data Centre, the complaints/ grievances shall be registered by call Centre agents and transferred to respective Sub- Divisions telephonically. On rectification, the status shall be communicated back to consumer by call Centre agents. As and when the Sub-Divisions are online, the system of registration of complaints/ grievances and further transfer to respective Sub-Division shall be automatic. 2.2.4 Consumers can also get information at toll free number through IVRS regarding their current bill amount and due date or latest payment made by them and date on which payment was made. Consumers can also get the same information directly from call Centre agents. 2.2.5 The brief architecture of the IVRS mechanism for registration of complaints/ grievances on toll free number 18001808060 at central level is detailed below: 3

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2.3 HPSEBL s website http://www.hpseb.com : Consumers can also register their complaints through HPSEBL s website. There is separate Consumer on web tab and consumers can register once by providing their details. On logging in, they will be able to see their current bill, all previous as well as current payments, and technical details. They can also register complaints through website. The complaints registered through website are also queued up in the CRM module at CCC and respective Sub-Division in different color code. 2.4 Manual Procedure: The consumer complaints can be lodged during working hours either in writing or on telephone (charge basis) as below:- 2.4.1 Complaints under manual process, either in writing or through telephone (charge basis) can be lodged by the consumers at complaint numbers displayed at complaint Centres during normal working hours as per detail given below. The timings for registration of complaints shall be as given below: Sr. No. Area Office Timing 2.4.1.1 For the complaints categorized as Fuse off/ Fault calls, Overhead Line and Cable/ Under-ground cable break downs & Replacement Section office Between 9:00 AM to 5:00 PM only where single shift exists & 7:00 AM of damaged service line/wire to 9:00 PM where category - Urban, rural & Remote double shift exist areas (as notified by tariff order) 2.4.1.2 For all categories - Urban, rural & Remote areas complaints Sub-Division office Div./Circle/C.E. Offices Between 10:00 AM to 4:45 PM only Between 10.00 AM to 4.00 PM 2.4.2 The complaints so received at Sub Division offices mentioned above shall be transferred to respective distribution area (section) by 5:00 PM on same day positively. 5

2.4.3 Consumers can also lodge complaints at respective section offices either in writing or telephonically where ever phones are available. 2.4.4 Complaints in respect of other problems shall be lodged by the consumers in the respective Sub-Division Office/ Division Office/ Circle Office/ C.E. s Office as detailed here in after. 2.4.5 In the rural areas, the registered complaints shall be transferred to beat Centres / sections for further rectification. The Complaint Centres in the rural areas are manned during the day shift only, i.e. between 09:00 Hours to 17:00 Hours. 2.4.6 Where ever in urban areas, double shift duty exists for redressal of consumer complaints, the complaints will be registered between 07.00hrs to 21.00hrs The toll free number and complaint telephone number (if any) and contact details of the concerned area officers/ officials shall be displayed at each Complaint Centres and is also annexed in Appendix-C. 2.5 The complaints/ grievances of following categories shall be registered only in Sub-Divisions or at higher offices:- 2.5.1 Damaged & Failed Distribution Transformers, 2.5.2 Replacement of damaged service line/wire, 2.5.3 Complaints about meter testing & checking for correctness of Meters, 2.5.4 Consumers Defective/ Stopped/ Burnt Meter/ metering equipment replacement, 2.5.5 Shifting of meters/ service lines, 2.5.6 Period of Scheduled outages, 2.5.7 Voltage problems, 2.5.8 Change in contract demand, 2.5.9 Complaints about consumer bills, New Connections/ additional load, 2.5.10 Transfer of Ownership and change of category, 2.5.11 Disconnection/ Re-connection of supply, 2.5.12 Power Availability Certificate, 2.5.13 Temporary supply of Power, and; 2.5.14 Regular & Special Appointments 2.6. e-samadhan e-samadhan Portal has been established by H. P. Govt. with a provision to enter the grievances/demands on the web portal by the public and online monitoring/redressal of these grievances/demands HPSEB Ltd has also been got registered under Online e-samadhan for redressal of public grievances/ 6

demands. User ID s & Password of all concerned in operation wings as well as in management have been created and conveyed for day to day monitoring/ redressal of grievances/ demands entered by general public/consumers on e- Samadhan Portal of HP Govt. The necessary publicity to this scheme of HPSEB Ltd has been provided and shall be further made by public relation cell of HPSEB Ltd. Any consumer can enter his complaint through e-samadhan and shall be dealt with by the concerned officer. 2.7 Dispute Settlement Mechanism HPSEB has already constituted Dispute Settlement Mechanism to redress the consumer grievances at various levels right from Sub-Divisional level to Zonal Level. The consumers can file their grievances regarding incorrect bill/disputed bills in these committees by depositing 50% amount of disputed bills. The various Committees constituted by the HPSEBL are as under:- 2.7.1 Sub-Division Level dispute Settlement Committee This Committee is empowered to decide the cases of disputed bills up to Rs. 5000/- only. 2.7.2 Division Level Dispute Settlement committee This Committee is empowered to decide the cases of disputed bills up to Rs. 10,000/- only. 2.7.3 Circle Level Dispute Settlement Committee This Committee is empowered to decide the cases of disputed bills up to Rs. 50,000/- only. 2.7.4 Zonal Level Dispute Settlement Committee This Committee is empowered to decide the cases of disputed bills upto Rs. 10, 00, 000/- There is also a provision to file an appeal to the Forum for Redressal of Grievances of Consumers, in case the consumer is not satisfied with the decision of Dispute Settlement Committee. 2.8 Forum for Redressal of Grievances of consumers 2.8.1 In accordance with Section 42(5) of the Electricity Act, 2003, HPSEB Ltd had constituted the Forum for redressal of grievances of consumers on 21.06.2005 as per regulation notified and guidelines issued by the H.P. Electricity Regulatory Commission, at the following official address:- Address Tel. No. Chairman, Chairman: 0177-2626483 Forum for Redressal of Grievances, 8 th Block, top floor, SDA Complex, Secretary: 0177-2626104 Kasumpti, Shimla- 171009 7

2.8.2 Any consumer who is aggrieved by non-redressal of his grievances by the distribution licensee or who is not satisfied by the redressal of grievances by the distribution licensee can approach this Forum. 2.9 Bijlee Adalat: 2.9.1 HPSEBL organizes Bijlee Adalats to redress consumers problems/ grievances regularly at Divisional Level. The date & venue of such Bijlee Adalats are fixed by concerned Sr. Executive Engineer (Op.) after due publicity. The Superintending Engineers are also organizing Bijlee Adalats for each division once in a year. The grievances of the consumers which can not be sorted out on the spot due to some reasons are got settled immediately by concerned Sr. Executive Engineers in consultation with the concerned authorities of the HPSEBL. 2.9.2 Further since FRGC has been made as the internal first level Grievance Redressal organ of HPSEB Ltd., Bijlee Adalats has been authorized to entertain all the complaints of the consumers as per the standard of performance regulations and will adjudicate all disputes arising out of them. Further the holding of Bijlee Adalats has been linked properly with the mobility schedule of FRGC, in order that consumer can approach the FRGC during their mobility programme of respective area, whose complaints are not redressed by the Bijlee Adalats. List of Computerized call centre, Electrical Sub-divisions, Electrical Sections and other offices for registration of complaints along with telephone number is enclosed in Appendix- C (Guidelines to the electricity consumers) for the convenience of consumers. 3.0 REGISTRATION OF COMPLAINTS/ GRIEVANCES AND THEIR HANDLING PROCEDURE 3.1 Centralized Call Centre (CCC): Complaints/ Grievances received at CCC through IVRS and/ or call Centre agents will be provided with Unique Complaint Number for tracking the status later on of the complaints, grievances queries etc. to relevant sub-divisions by Call Centre agents. The complaint/ grievances are then referred to respective sub-division/electrical section. The concerned official in the sub-division or electrical section shall resolve the complaint and shall accordingly be redressed and status is updated at the respective Sub-Division and CCC. The Call Centre agent shall then convey back the status of complaint/ grievance to consumer through telephone. 3.2 HPSEBL s website http://www.hpseb.com: The complaints/ grievances received through website of HPSEB Limited is directly reflected in the CCC and is handled by call Centre agents for redressal as detailed in 3.1 above. 3.3 Fuse off/ Fault calls, Overhead Line and Cable/ Under-ground cable breakdowns & Replacement of damaged service line/wire complaints: 8

The complaints registered at Sections and/ or Sub-Divisions shall be passed on to maintenance staff by the concerned officer/ official promptly. However, the complaints lodged with Sub Division at 4:45 PM and sections at 5:00 PM shall be passed on to respective maintenance /beat staff by 10:00 AM on next working day. Where ever complaint centres are manned in shifts, the complaints shall be entertained between 9:00 AM to 5:00 PM where single shift exist and between 7:00 AM to 9:00 PM where double shift exists. Uncompleted jobs shall be attended in subsequent shift. After rectification, the status shall be conveyed back to consumer. In rural areas, the complaints will be transferred to the Beat Centres by the complaint clerk/ officer/ official registering the complaint and rectified by maintenance staff posted at these beat Centres. The complaints shall be rectified within the time schedule as specified in the Schedule of HPERC (Distribution Performance Standards) Regulations 2010 and mentioned in Appendix-B. 3.4 Complaints regarding replacement of failed Distribution Transformers, Complaints about meter testing & checking for the correctness of Meters, Consumers Defective/ Stopped/ Burnt Meter/ Metering equipment replacement, Shifting of meters/ service lines, Poles, Period of Scheduled outages, Voltage problems, Change in contract demand, Complaints about consumer bills, New Connections/ additional load, Transfer of Ownership and change of category, Disconnection/ Re-connection of supply, Power Availability Certificate and Temporary supply of Power registered at Sub-Divisions shall be processed at Sub Division level and instruction to carry out the job shall be passed on to the JE in charge of the Section for the execution of the activity by the maintenance staff promptly. However, the complaints registered at CCC after 5:00 PM shall be passed on to respective Sub-Division by 10:00 AM next working day where ever CRM module is not activated and to the section level complaint centre by 9:00 AM on next day. Where ever in urban areas, Complaint Centres are manned in shifts for redressal of consumer complaints; the same will be registered and attended between 9:00 AM to 5:00 PM where single shift exists & 7:00 AM to 9:00 PM where double shift exist. Any unfinished job shall be attended in the subsequent shift. After rectification, the status shall be conveyed back to consumer. In rural areas, the complaints will be transferred to the Beat Centres by the complaint clerk/ officer/ official registering the complaint and rectified by maintenance staff posted at these beat Centres. 3.5 Short code SMS: The complaints received through Short code SMS will be handled in same manner as received at CCC. The consumer will be informed by the call Centre agents at CCC about the status of their complaints. 4.0 TIME LIMIT FOR RECTIFICATION AND RESUMPTION OF SERVICES A summary of time limits for rendering services to the consumers categories, nature of complaints /Type of service, Primary responsibility centres where complaint has to be 9

lodged and attended, next higher authority leveling case of non-redressal of complaint is as per Appendix-B 5.0 PROCEDURE IN CASE OF NON-RESPONSE OR INADEQUATE RESPONSE AT THE PRIMARY RESPONSIBILITY CENTER 5.1 In the event of non-response or inadequate response by primary responsibility centre of the HPSEBL within the time period prescribed for rendering the service, the consumer may lodge complaint with the next higher authorities on prescribed format (Proforma II) for this purpose. The receipt of the complaint will be acknowledged and the concerned authority shall resolve the complaint. 5.2 The timing for the purpose of standard of performance of complaints lodged with higher authorities will be reckoned from time of registration of complaint with their office and complaints shall be lodged between 10.00 hours to 16.00 Hours only. The complaints lodged after 16.00 hours will be carried over to next day, if the same cannot be attended on that day itself. 6.0 REVIEW AND MONITORING In order to ensure implementation of above stipulation, the following monitoring procedure shall be adopted. 6.1 The consumer Grievance/ Complaint Register shall be maintained by the above designated officer in prescribed Performa - III. 6.2 The register shall be reviewed by the S.D.O. (E)/ Executive Engineer once in a fortnight. 6.3 The register shall be reviewed by senior officer of HPSEBL during inspection to their subordinate office. 6.4 The time limit prescribed for attending to each type of grievances shall be strictly adhered to as indicated earlier. Wherever any complaint refer to more than one type of grievance, the designated officer shall attend the complaint pertaining to him and also sent a copy of the complaint to the other concerned officer for redressal. 7.00 MAKING AND UPKEEPING REGULAR APPOINTMENTS 7.1 In order to redress the grievances of the consumer the making & keeping regular appointment at various levels is proposed as under:- 7.1.1 At Sub-Division Level - Twice a week 7.1.2 At Division Level - Once a week 7.1.3 At Circle level - once a fortnight 7.1.4 At C.E. level - Once a month 10

Note:- Days and timings of appointment will be notified by the HPSEB Ltd. on uniform basis for all offices throughout the State. Days and time of appointment shall be displayed outside the room of the officer concerned. The aim of such appointment is to avoid misinformation and make the public service more transparent. Through these meeting HPSEB Ltd. apprise the consumers of their constraint in fulfilling their requests. They will be also be requested to register their complaints at appropriate level and in the event of delays in response, to report the same to next higher level (as prescribed in appendix- C), who will act and redress the same. 7.2 The following shall be available at primary responsibility centres for perusal of the consumers. 7.2.1 Complaint Handling Manual 7.2.2 Approved Tariff Schedule 7.2.3 Prescribed proformas 7.2.4 List of officers with contact numbers for redressal of complaints. 7.2.5 Complaint register 8.0 FORCE MAJEURE CONDITIONS 8.1 The complaint handling and redressal standards relating to distribution and supply of power shall remain suspended during Force majeure condition such as war, mutiny civil commotion, riot, flood cyclone, lightening, earthquake, and strike lock out, fire affecting installation and activities or other forces or causes beyond the control of the HPSEBL. 9.0 PROCEDURE FOR ESTABLISHMENT VIOLATION FOR DIFFERENT TYPES OF COMPLAINTS 9.1 Interruption/ Failure of Power supply 9.1.1 Detection of Violation As soon as complaints of the consumer will be received and acknowledged by officer/ official of primary responsibility centre such as complaint office/ Section office/ Sub-division office, suitable staff will be deputed for attending the complaints. The official deputed shall carry the proforma- IV specified for this purpose. After attending to the complaints, the field staff shall get the signatures of the consumers and witness if any available along with date & time in token of attending the complaint/ restoration of supply. 11

The line staff will handover the proforma to SDO/JE/ authorized person after doing the needful and accordingly entry made in the complaint register as per proforma - III. The SDO/JE will scrutinize the complaints attended and fix the responsibility of the concerned staff in case of violation. 9.1.2 Power to recommend & Recover Penalty In case the consumer seek compensation in lieu of the provision made as Standard of Performance Regulation and also in case of establishment of violation, the Superintending Engineer of the concerned Circle will be empowered to impose Compensation and recover it from erring officer/ official. The payment of this compensation will be further reimbursed to the consumer by him. 9.2 Voltage Complaints & Reply to the Consumer 9.2.1 Detection of violation 9.2.1.1 As soon as the voltage complaints is lodged by the consumer in the subdivision office, the S.D.O. In-charge or its authorized representative will acknowledge the receipt and depute line staff/je concerned for rectification of fault/ investigation of low voltage. In case it is local problem the fault will be removed and in token of attending the complaints, the line staff will get the signatures of consumers on proforma- IV, specified for the purpose. 9.2.1.2 In other cases, the concerned J.E. will submit its report to S.D.O. concerned within specified time period on the proforma V. The S.D.O. will accordingly take action to resolve the complaint within period stipulated for this purpose. In case, the low voltage problem can only be rectified with augmentation of L.T. System/Conductor/Re-organization of lines for which approval is to be taken up from higher authorities, then the concerned S.D.O. will intimate the consumers within fifteen days. The necessary complaint register in this regard will be maintained in the sub-division and monthly report will be sent to Sr. Executive Engineer along with copies of proforma - IV & V. 9.2.1.3 The Sr. Executive Engineer will scrutinize the records i.e. monthly return, proforma - IV & V to check if violation is committed by the staff/je. In case of the violation, he will submit its recommendation for compensation to be imposed on erring officers/ officials to Superintending Engineer of the Circle. 9.2.2 Power to Impose & Recover compensation In case the consumer seek compensation in lieu of the provision made as Standard of Performance Regulation and also in case of establishment of violation, the Superintending Engineer of the concerned Circle will be empowered to impose Compensation and recover it from erring officer/ official. The payment of this compensation will be further reimbursed to the consumer by him. 12

9.3 Problems in Metering/Disconnection & Reconnection/Shifting of Meter/Release of Service Connection/ discrepancies in the bills etc. 9.3.1 Detection of violation The complaints of the consumers in above cited categories of complaint will be registered at sub-divisions/section Office as specified in serial No. 3.4 of the Manual of Practices for Handling Consumer s Complaints and acknowledged by SDO/JE. As soon as complaint is registered, the concerned SDO will give suitable instructions (on proforma VI - A or VI B, as the case may be) to concerned JE for rectification of the problems along with meter change order/meter Shifting Order/RCO etc. The J.E. will depute line staff immediately for rectification of complaints along with proforma-iv. The compliance will be done by the field staff and they will also get the signatures of the consumers. The proforma will be returned by field staff/je to concerned S.D.O. The proforma will be scrutinized in the Sub-Division and S.D.O. will recommend Compensation recoverable from erring officers/ officials in case violation is established to concerned Executive engineer. In case violation is proved to be due to the reason of non-availability of material in Sub-Division/Section then a detailed report will also be furnished to Executive Engineer. The Executive Engineer will scrutinize the cases and send detailed report to Superintending Engineer along with his recommendation. 9.3.2 Power to Impose & Recover compensation In case the consumer seek compensation in lieu of the provision made as Standard of Performance Regulation and also in case of establishment of violation, the Superintending Engineer of the concerned Circle will be empowered to impose Compensation and recover it from erring officer/ official. The payment of this compensation will be further reimbursed to the consumer by him. 9.4 New Connections / Extension in load 9.4.1 Detection of violation 9.4.4.1 As soon as the application along with security is received from the consumer, the necessary entries will be made in the application register of the sub-division. The files of consumers will be forwarded to concerned J.E. for framing the estimates. After framing the estimate, the concerned JE will return the files to sub-division Officer who will further handover the files to U.D.C (Comm.) for issue of Demand Notice after scrutiny of files. The UDC (Comm.) after preparation of Demand Notice will make entry in application register and put up to SDO. The SDO will issue demand notice on receipt of files from concerned JE. 9.4.1.2 After the deposit of the amount of demand notice and other formalities required to be furnished by the consumer. The SDO will issue Service Connection Order 13

and get the necessary entry made in the application register. The SCO will be handed over to concerned JE along with proforma-via specifying the target date of releasing the connection. 9.4.1.3 After releasing the connection, the JE will hand over the connection order alongwith proforma-via to Sub-Divisional Officer. The concerned SDO will get the necessary entry made in application register. The SDO will scrutinize the proforma-via & records to check if violation is made and recommend name of erring official responsible for violation. In case of non-availability of the meters and/or other material in section/sub-division, he will submit detailed report along with reasons (including proforma-via and copy of application register) to the concerned Sr. Executive Engineer. 9.4.1.4 The Sr. Executive Engineer will scrutinize the reports and documents submitted by SDO and recommend to Superintending Engineer the person responsible for violation of standards. 9.4.2 Power to Impose & Recover Compensation 9.4.2.1 In case the consumer seek compensation in lieu of the provision made as Standard of Performance Regulation and also In case of establishment of violation, the S.E. of the concerned Circle will be empowered to impose Compensation and recover it from erring officer/ official. The payment of this compensation will be further reimbursed to the consumer by the S.E. of concerned circle respectively. 9.4.2.2 The Executive Engineer/S.E. (Op) will monitor the violation committed by SDO/JE./Line staff and will submit fortnightly report to Chief Engineer (Op.) regarding violation committed, compensation imposed on erring officer/official and reimbursement of penalty to the affected consumers. In case the violation has been committed due to non-availability of material then detailed report will also be sent to Chief Engineer (Op.) who will arrange the material in the shortest possible time to avoid any further hardship to the consumers. 10.0 COMPENSATION MECHANISM 10.1 The minimum compensation to be paid by the licensee to the affected person is specified in Column 4 of the schedule given in the Appendix-B. Provided that the actual compensation may, after giving to the licensee and claimant a reasonable opportunity of being heard, be determined by the Commission or the person who has been delegated the powers of the Commission under section 97 of 14

the Act, for violation of the standards and loss/damage suffered consequent to the failure of the licensee to meet the guaranteed standards of performance: 10.2 Where the distribution licensee finds that it has failed to meet the standards of performance specified under these regulations, the licensee shall be liable to pay compensation to the affected person. Provided that any person who is affected by the failure of the licensee to meet the standards of performance specified under these regulations and who seeks to claim compensation shall file his claim, on the format as per Annexure A appended in schedule to Appendix - B to these regulations, with the authorized officer of the licensee within a maximum period of 45 days from the time such a person is affected by such failure of the licensee to meet the standards of performance: Provided further; the licensee shall give compensation to the affected person(s) within a maximum period of ninety (90) days from the date of his claim. 10.3 In case the licensee fails to pay the compensation or if the affected person is aggrieved by non-redressal of his grievances, he may make a representation for the redressal of his grievance to the concerned Consumer Grievance Redressal Forum, in accordance with the provisions of the Himachal Pradesh Electricity Regulatory Commission (Guidelines for Establishment of Forum for Redressal of Grievances of the Consumers) Regulations, 2003 and if the consumer is not satisfied with the redressal of his grievances by the Forum, the consumer may make a representation to the Ombudsman, in accordance with the provisions of the Himachal Pradesh Electricity Regulatory Commission (Electricity Ombudsman) Regulations, 2004 : Provided that in case the claim for compensation is upheld by the Consumer Grievances Redressal Forum, the compensation determined by the Commission in the Schedule will be implemented by the Forum or in case of appeal filed against the order of the Forum before him by the Ombudsman and is to be paid by the concerned distribution licensee: Provided further that such compensation shall be based on the classification of such failure as determined by the Commission under the provisions of section 57 of the Act and the payment of such compensation shall be paid through cheque or adjusted in the consumer s future bills (issued subsequent to the award of compensation) within ninety (90) days of a direction issued by the Forum or by the Ombudsman, as the case may be. 10.4 The license shall duly reflect the payment/ adjustment of compensation paid out in the quarterly and the consolidated annual report to be submitted by him under regulation 10. 15

10.5 The licensee will maintain a record of compensation payable under these regulations showing the name, consumer number and address of the affected person, amount of compensation payable and actually paid, mode of adjustment of compensation, reason(s) for non-compliance of the guaranteed standards of performance in each case. The record giving details of compensation paid on account of contravention of the guaranteed standard of performance by the licensee in compliance of any lawful order made by any court or tribunal, other than the Commission or the person authorized by it under section 97 of the Act, constituted under any law for the time being in force, shall also to be maintained. 16

HIMACHAL PRADESH STATE ELECTRICITY BOARD LIMITED (A STATE GOVERNMENT UNDERTAKING) PROFORMA- I PROFORMA FOR LODGING COMPLAINT FOR FAILURE OF POWER SUPPLY/INTERRUPTION/ LOW VOLTAGE/DISCONNECTION OR RECONNECTION OF POWER SUPPLY/PROBLEMS IN METERING/DISCREPANCIES IN BILLS/ RELEASE OF NEW CONNECTIOS/ EXTENSION IN LOAD AND OTHER MISCELLANEOUS COMPLAINTS Sub-Division Section Complaint Ref. No. (To be filled in by HPSEBL) (To be filled in by consumer) 1. Account No. 2. Name & Full Address of the Consumer 3. Full Address of the Consumer s Premises 4. Brief description of the complaint 5. Date & Time of lodging of the complaint in the complaint center 6. Application No. & date for the Electric Connection applied 7. Any other information which the consumer intends to add Signature of the Complainant/ Consumer x-x-x-x-x-x-x-x-x-x-x-x-x-x-x-x-x-x-x-x-purforation-x-x-x-x-x-x-x-x-x-x-x-x-x-x-x-x-x-x ACKNOWLEDGEMENT TO BE FILLED BY THE HPSEBL AND HANDED OVER TO THE CONSUMER 1. Complaint Ref. No. & Date 2. Application s Name & Consumer s A/c No. 3. Received on date 4. Complaint received by 5. Brief details of complaints 6. Target date to resolve the complaint Signature of authorized officer Designation 17

HIMACHAL PRADESH STATE ELECTRICITY BOARD LIMITED (A STATE GOVERNMENT UNDERTAKING) PROFORMA- II PROFORMA FOR LODGING COMPLAINT WITH NEXT HIGHER AUTHORITIES IN CASE OF NON-REDRESSAL BY PRIMARY RESPONSIBILITY CENTRES (TO BE FILLED IN BY CONSUMER) 1. COMPLAINT REF. NO. OF PRIMARY RESPONSIBILITY CENTRE 2. Consumer Account No. 3. Name & full address of consumer 4. Date of complaint 5. Nature of complaint 6. Date/ Time since which the original complaint at Primary Responsibility Centre is pending 7. Any other information Signature of consumer x-x-x-x-x-x-x-x-x-x-x-x-x-x-x-x-x-x-x-x-purforation-x-x-x-x-x-x-x-x-x-x-x-x-x-x-x-x-x-x-x-x-x-x ACKNOWLEDGEMENT TO BE FILLED BY THE HPSEBL AND HANDED OVER TO THE CONSUMER 1. Complaint Ref. No. & Date of next higher authority 2. Consumer s Name & A/c No. 3. Received on date & time 4. Nature of complaint 5. Target date to resolve the complaint Signature of authorized officer/official Designation: Seal: 18

HIMACHAL PRADESH STATE ELECTRICITY BOARD LIMITED (A STATE GOVERNMENT UNDERTAKING) COMPLAINT REGISTER PROFORMA-III Sr. Name & address of Time of Consumer s Complaint ref. Nature of complaint No. the Complainant lodging the Account No. complaint No. given by the HPSEBL 1 2 3 4 5 6 Target date/time Name of the official Date & Signature of the Violation Remarks of resolving the deputed to attend the Time of line staff/official established, complaint complaint Disposal after attending if any the complaint 7 8 9 10 11 12 19

HIMACHAL PRADESH STATE ELECTRICITY BOARD LIMITED (A STATE GOVERNMENT UNDERTAKING) PROFROMA- IV PROFORMA FOR ATTENDING COMPLAINTS BY THE FIELD OFFICERS/ OFFICIALS/ ACKNOWLEDGEMENT THEREOF FROM CONSUMERS Consumer A/C No. Complaint Ref. No. 1. Name & Address of the consumer 2. Nature of the complaint 3. Date & time of acknowledgment of complaint 4. Date & time at which staff deputed to attend the complaint 5. Name of the official deputed: 6. Date & time of attending the complaints 7. Comments of consumer, if any Signature of consumer Date & time Signature of Officer/ Official Date & time 8. Complaint registered on: Date Time 9. Target date to resolve: Date Time 10. Complaint resolved: Date Time 11. Violation, if any, along with the reasons: 12. Entered in Monthly Report during: Signature of the Officer In-charge of Complaint Centre / Section/ Office/ Sub-Division 20

HIMACHAL PRADESH STATE ELECTRICITY BOARD LIMITED (A STATE GOVERNMENT UNDERTAKING) PROFORMA - V PROFORMA FOR INVESTIGATION REPORT OF VOLTAGE PROBLEM 1. Name & Address of Consumer: 2. Date of issue of Sundry Job Order issued to J.E. for investigating voltage problem: 3. Target date for compliance: 4. Date of detailed report by the JE/AAE: 5. Augmentation of supply system, if required: Signature of Sr. Assistant (Comm.) Signature of J.E/AAE 6. Date of issue of Order: 7. Target date for compliance: 8. Date of compliance by JE/AAE: 9. Violation, if any: 10. Reason for non-compliance: 11. Date of intimation to consumer: Signature of AE/AEE, With initials of Sr. Assist. (Comm.) 21

HIMACHAL PRADESH STATE ELECTRICITY BOARD LIMITED (A STATE GOVERNMENT UNDERTAKING) PROFORMA- VI PROFORMA FOR PROBLEM IN METERING/DISCONNECTION AND RE-CONNECTION/ SHIFTING OF METERS 1. Name & Address of Consumer: 2. Date of receipt of complaint: 3. Date of issue of M.C.O/ Meter shift Order/R.C.O/ Sundry Job Order: 4. Date of handing over order to J.E/AAE: 5. Target date for compliance: 6. Date of deputing of line staff: 7. Date of compliance of order by line staff: 8. Date of handing over MCO/Meter Shift Order/ sundry Job Order in sub-division: 9. Shortage of material, if any: 10. Requisition given in this regard to AE/AEE: (Please quote Indent No. & Date) 11. Any other reasons for non compliance: 12. Date of issue of Order: 13 Target date for compliance: 14. Date of compliance: 15. Violation, if any: 16. Reason for non-compliance: Signature of Sr. Assistant (C) Signature of J.E/AAE Signature of AE/AEE 22

HIMACHAL PRADESH STATE ELECTRICITY BOARD LIMITED (A STATE GOVERNMENT UNDERTAKING) PROFORMA- VI-A PROFORMA FOR PROBLEMS IN RELEASING OF SERVICE CONNECTIONS 1. Name & Address of Consumer 2. Date of Deposit of Amount & other formalities by the consumer 3. Date of issue of connection order 4. Date of handing over of Service Connection order to J.E. 5. Target date for releasing connection Signature of UDC (Comm.) Signature of AE/AEE 6. Date of release of S.C.O 7. Date of handing over the S.C.O. in Sub-Division 8. Shortage of material, if any 9. Requisition given in this regard to AE/AEE (Please quote Indent No. & Date) 10. Any other reasons for not releasing connection Signature of J.E Signature of AE/AEE 11. Date of issue of Order 12. Date of Release of connection 13. Date of issue of Demand Notice 14. Target date for releasing connection 15. Violation, if any 16 Reasons for non-release of connection Signature of AE/AEE 23

HIMACHAL PRADESH STATE ELECTRICITY BOARD LIMITED (A STATE GOVERNMENT UNDERTAKING) PROFORMA- VI -B PROFORMA FOR PROBLEM IN METERING/BILLING/ DISCREPANCIES IN ELECTRICITY BILLS 1. Name & Address of Consumer: 2. Date of receipt of complaint in the Sub- Division: 3. Target date for compliance: Signature of Sr. Assistant (C) 3. Target date for compliance: 4. Date of compliance: 5. Violation, if any: 6. Reason for non-compliance: Signature of AE/AEE 24

HIMACHAL PRADESH STATE ELECTRICITY BOARD LIMITED (A STATE GOVERNMENT UNDERTAKING) MONTHLY REPORT ON COMPLAINTS ENDING PROFORMA-VII Sr. Nature of No. of No. of Complaints Complaint Reasons of No. of Reasons No. Complaint complaints complaint resolved resolved violation complaints thereof received resolved within after the pending at during the during the target date expiry of the end of month month target date month 1 2 3 4 5 6 7 8 9 25

APPENDIX-A I. General Guidelines to Consumers: 1. The complaint letter must be simple, straightforward and short. The first paragraph should grab the reader s attention and let him or her know exactly what the letter is about. 2. Plan what you want to say and let there be logical order. Don t jump. Thoughts should be clearly grouped in paragraphs. Give all the information that is required, but nothing more. 3. Know where you stand. Be aware of your rights and responsibilities. 4. Identify what you want. Before complaining, decide what is that you want. Do you want to just convey your feelings? 5. Do you want monetary compensation? Do you want a service to be rendered? 6. Address the letter to the right person and Mention the person s designation properly. Collect the correct address from Telephone directory or any other source. 7. Do not defame a person or an organization against whom you are complaining. Attacking a person s character makes him less willing to help you. 8. End the letter politely. If you set a deadline or give an ultimatum make sure that it is fair. It should be reasonable 9. Enclose copies (not originals) to support your case. 10. Keep a copy for your record. 11. Pursue the matter to its logical end. II. AVAILABILITY OF GUARANTEED STANDARDS OF PERFORMANCE In order to properly educate the consumers about the procedure and places to lodge complaints of various nature, the names of the staff, their contact numbers, address of Complaint Centres/Section Office/Sub Division Office and contact address/telephone number of concerned Sr. Executive Engineer/ Superintending Engineer/Chief Engineer, who should be approached in case of delay in the redressal of complaint will be notified as under:- 26

1. By displaying on notice boards outside all the Complaint Centres/ Section Offices/ Sub- Division Offices/ Division Offices. 2. Printed /stamped on the energy bills. 3. Through Press III. Time Limit for Rectification and Resumption of Service & entitlement of token compensation to the consumer in case of non- redressal of complaint with in specified time A summary of maximum time limits for rendering service to the consumers in LT/ HT categories, nature of complaint/ type of service and compensation to be paid to consumers after response time is mentioned in the schedule to Distribution Performance Standards approved by the H.P. Electricity Regulatory Commission vide its order dated: 8 th October 2010 as indicated in Appendix B. In case the complaint is not redressed within the stipulated period, the consumer shall be entitled for token compensation to be paid for the established violation as indicated in Col. (4) of the said schedule. The maximum response time for the purpose of establishing the violation shall be reckoned from the time/date of first complaint lodged by the consumer. 27

Appendix B HIMACHAL PRADESH ELECTRICITY REGULATORY COMMISSION SHIMLA No. HPERC/ 401 NOTIFICATION Shimla the 8th October, 2010 In exercise of the powers conferred by sub-section (1) of section 181 and Clauses (za) and (zb) of sub-section (2) of section 181, read with sections 57, 58, 59 and clause (i) of sub-section (1) of section 86, of the Electricity Act, 2003 (36 of 2003) and all other powers enabling it in this behalf and after previous publication, the Himachal Pradesh Electricity Regulatory Commission hereby makes the following regulations:- REGULATIONS CHAPTER I - PRELIMINARY 1. Short title, extent and commencement- (1) These regulations shall be called the Himachal Pradesh Electricity Regulatory Commission (Distribution Performance Standards) Regulations, 2010. (2) These regulations shall be applicable to all licensees engaged in the distribution of electricity in the State of Himachal Pradesh and all the distribution system users including electricity consumers. (3) These regulations shall come into force from the date of their publication in the Rajpatra, Himachal Pradesh. 2. Definitions.- In these regulations, unless the context otherwise requires,- (1) "Act" means the Electricity Act, 2003 (36 of 2003); (2) area of supply means the area within which a distribution licensee is authorised by his licence to supply electricity; (3) call centre means the office set up with adequate technology and systems to register complaints round the clock; (4) Commission means the Himachal Pradesh Electricity Regulatory Commission; (5) complaint centre means the front end office set up with adequate technology and systems to register complaints; (6) consumer means any person who is supplied with electricity for his own use by a licensee or by the Government or by any other person engaged in the business of supplying electricity to the public under the Act or any other law for the time being in force and includes bulk supply consumer, any person whose premises are for the time being connected for the purpose of receiving electricity with the works of a licensee, the 28

Government or such other person, as the case may be and shall also include- (a) the distribution system users; (b) the consumer whose installation has been temporarily disconnected; (c) prospective consumer i.e. any person who has applied for an electricity connection and whose supply has not commenced; and (d) in case of death of a consumer, his legal heirs or representatives; (7) control centre means a centre established at the Headquarters of the licensee for compilation, evaluating, ranking and analyzing the performance of responsibility centres ; (8) distribution system means the system of wires and associated facilities between the delivery points on the transmission lines or the generating station connection and the point of connection to the installation of the consumers and shall also include electric line, substation and electrical plant that are primarily maintained for the purpose of distributing electricity in the area of supply of such licensee notwithstanding that such line, sub-station or electrical plant are high pressure cables or overhead lines or associated with such high pressure cables or overhead lines; or used incidentally for the purposes of transmitting electricity for others; (9) Electricity Supply Code means the Himachal Pradesh Electricity Supply Code specified by the Commission under section 50 of the Act; (10) Fuse Off means fuse blown off because of overloading or ageing; (11) licensee, means a distribution licensee authorized to operate and maintain a distribution system for supplying electricity to the consumers in the area of supply and includes a person deemed to be a distribution licensee under section 14 of the Act; (12) remote areas means areas which are remote, difficult and hard areas as declared by the State Government from time to time and it also includes tribal areas which by order are declared to be Scheduled Areas under Part C of the Fifth Schedule to the Constitution of India; (13) rural areas means the areas which are not the urban areas and the remote areas; (14) responsibility centre means a Operation Circle Unit of the licensee headed by an officer not below the rank of the Superintending Engineer; (15) Schedule means the Schedule to these regulations; (16) urban areas means the areas which are declared as the larger urban areas, the smaller urban areas or the transitional urban areas under the 29

Act concerning the municipalities, but excluding remote areas, and includes areas falling under the Cantonment Authorities; (17) user means any person having electrical interface with, or using the distribution system of the licensee to whom the Himachal Pradesh Electricity Distribution Code is applicable, and includes any other distribution licensee, transmission licensee, and generating units connected to the distribution system and the persons availing open access in transmission or distribution system; (18) working hours means the working hours between 9 a.m. to 5 p.m.; and (19) other words and expressions used in these regulations, not defined herein, but defined in the Act shall have the same meaning as are assigned to them in the said Act. Expressions used herein but not specifically defined in these regulations or in the Act but defined under any law passed by a competent legislature and applicable to the electricity industry in the State shall have the meaning assigned to them in such law. 3. Objectives. - These standards lay down the guidelines to maintain certain critical distribution system parameters within the permissible limits. These standards shall serve as guidelines for licensees to operate their distribution system for providing an efficient, reliable, co-ordinated and economical system of electricity distribution. The objectives of these performance standards are:- (a) to ensure that the distribution system performance meets a minimum standard which is essential for the consumers installation to function properly; (b) (c) (d) (e) to enable the consumers to design their systems and equipments to suit the electrical environment that they operate in; to enhance the quality of the distribution system and services to meet acceptable standards in the short term and gradually moving towards improved standards in the long term; to lay down standards of performance; and to measure consumer centric initiatives undertaken by the licensee in providing services. 4. Standards of performance - (1) The standards specified in the column (3) in the Schedule shall be the guaranteed standards of performance, being the minimum standards of service, which a licensee shall achieve, and the standards specified in the column (6) in the Schedule shall be the overall standards of performance, which the licensee shall seek to achieve, in the discharge of its obligations as a licensee. (2) Notwithstanding any thing to the contrary contained in sub-regulation (1), the reliability indices, as specified under sub-items (a), (b) (c) and (d) of item (4) of the Schedule I of the Himachal Pradesh Electricity Regulatory Commission 30

(Distribution Licensee s Standards of Performance) Regulations, 2005 shall continue to be in force till 31 st March 2011. (3) Where the Commission considers it expedient, so to do, it may, by order in writing, call upon the licensee to furnish in writing such information as may be necessary for the enforcement of the reliability indices as specified in these regulations. (4) The licensee shall, frequently, but at an interval of not less than six months, educate the consumers of their rights regarding the standards of performance as specified by the Commission under sub-section (1) of section 57 of the Act, by giving wide publicity amongst its field staff and public in general including local rural and urban bodies through electronic and print media. CHAPTER II - COMPENSATION MECHANISM 5. Compensation.- (1)The minimum compensation to be paid by the licensee to the affected person is specified in the Schedule : Provided that the actual compensation may, after giving to the licensee and claimant a reasonable opportunity of being heard, be determined by the Commission. or the person who has been delegated the powers of the Commission under section 97 of the Act, for violation of the standards and loss/damage suffered consequent to the failure of the licensee to meet the guaranteed standards of performance: (2) Where the distribution licensee finds that it has failed to meet the standards of performance specified under these regulations, the licensee shall be liable to pay to the affected person, such compensation as provided in the Schedule: Provided that any person who is affected by the failure of the licensee to meet the standards of performance specified under these regulations and who seeks to claim compensation shall file his claim, on the format as per Annexure A to these regulations, with the authorized officer of the licensee within a maximum period of 45 days from the time such a person is affected by such failure of the licensee to meet the standards of performance: Provided further that the licensee shall compensate the affected person(s) within a maximum period of ninety (90) days from the date of his claim. (3) In case the licensee fails to pay the compensation or if the affected person is aggrieved by non-redressal of his grievances, he may make a representation for the redressal of his grievance to the concerned Consumer Grievance Redressal Forum, in accordance with the provisions of the Himachal Pradesh Electricity Regulatory Commission (Guidelines for Establishment of Forum for Redressal of Grievances of the Consumers) Regulations, 2003 and if the consumer is not satisfied with the redressal of his grievances by the Forum, the consumer may make a representation to the Ombudsman, in accordance with the provisions of the 31