cescoorissa.com :: COMPLAINT HANDLING PROCEDURE OF DISTRIBUTION LICENSEE

1. This "Complaint Handling Procedure relating to Distribution Activity” (Complaint Handling Procedure, for short) is adopted by the CESUin pursuance of condition 19.2(b) of the Licence Conditions issued to the deemed Distribution Licensees vide Commission’s order dt.27.10.2006 in Case No.21 of 2006 and approved by Orissa Electricity Regulatory Commission vide it's letter No.OERC/Engg/25/2006/2239 dt. 13.12.2007.

A summary of time limits for rendering service to consumers in categories of complaint 1 to 9 are as follows:

Sl.No.	Type of Service	Time Limit for rendering the service	Compensation for not rendering service in time
1.	Low voltage	15 days in case of no expansion/upgradation of the network is involved, 120 days in case of upto 11 KV and 180 days in case of upto 33 KV, and in case due to transmission network, intimate to the consumer within 7 days about such reasons.	Rs.200/- in each case of default where no expansion of network is involved. (Automatic) and Rs.500/- in each case of default where upgradation of distribution network is involved. (Automatic)
2.	Restoration following Interruption/Failure of power supply	(a)Normal fuse off: Replacement of fuses Cities and Towns - within 6 hrs. Rural Areas - 24 hrs. (b) Line Breakdowns: Cities and Towns - 12hrs. Rural Areas - 24 hrs. (c) Major Line Breakdowns: Cities and Towns - 24hrs. Rural Areas - 48 hrs. (d) Distribution transformer failure: Cities and Towns - 24hrs. Rural Areas - 48 hrs.	Rs.100/- in each case of default (Automatic) Rs.100/- in each case of default (to be claimed) Rs.200/- to each affected consumer. (to be claimed)
3.	Duration of scheduled shutdown exceeding 12 hrs./day	Interruption in power supply due to scheduled outages shall be notified at least 24 hrs. in advance and shall not exceed 12 hrs. in a day. The supply shall be restored by 6.00 P.M. during summer and 5 P.M. during winter.	Rs.200/- to each affected consumer (to be claimed)
4.	Metering problems a) Meter supplied by (The name of the Licensee)	(i) CESUshall check the correctness of the meter within 7 working days of receiving complaint, and shall replace the same within 30 days of receipt of the complaint if the meter belongs to the licensee/meter is burnt due to causes not attributable to the consumer. (ii) If the meter is burnt due to causes attributable to the consumer, replace the meter within 15 days of receiving the cost of the meter, if licensee’s meter. (iii)If the meter is slow, creeping or stuck up due to no fault of the consumer, replace the meter within 15 days of receiving the cost of the meter, if licensee’s meter.	Rs.100/- in each case of default. (to be claimed) Rs.200/- in each case of default. (Automatic) Rs.100/- in each case of default. (Automatic)
4.	b) Meter supplied by Consumer	The consumer shall replace the meter in case of defects or loss being noticed within a period of 30 working days. Engineer is required to advise the consumer suitable for testing/repair/replacement within 7 working days of noticing the defect. Meter testing, if so desired by the consumer in The licensee’s testing laboratory, is to be done within 15 days of deposit of fees by the consumer. Failure to rectify or replace the meter within above period shall result in disconnection after 7 clear days notice to the consumer. If delay is anticipated in replacement of defective/burnt meters due to non-availability of the meters with the licensee, the consumer may procure meters of one or the other makes approved by the Commission and also produce the purchase bill to the designated officers of the licensee. The consumer may also hand over the meter procured by him to the designated officer who will acknowledge the receipt of meter and arrange for testing, calibration and sealing of meter.
5.	Billing Disputes	30 days	Rs.50/- for each day of default (Automatic)
6.	Disconnection and Reconnection of power supply	4 working hours of receipt of production of proof of payment.	Rs.100/- for each day of default (Automatic)
7.	New connection -	Details as specified in OERC Distribution (Condition of Supply) Code, 2004. For 230V / 400V supplies:- a) Low Tension (including Agriculture) Within 3 days of receipt of application, 3 clear days notice for inspection of premises & fixation of point of supply. b) Low tension (including Agriculture) estimated cost & security deposit charges to be intimated within one week after the point of supply is settled. For H.T. Supply up to 33 kV & EHT:- a) a)(i)Responding whether the connections feasible or not within 21 days. b) (ii)Within 60 working days of notifying feasibility of supply intimate the consumer estimate charges and time required for providing the new connection etc. b) EHT within 30 working days intimate consumer regarding feasibility. c) Total connections provided within the estimated time after deposit of estimated charges submission of test reports by consumers. c) Where no extension of distribution main or commissioning of new substation is required for effecting power supply, the CESUshall give supply within one month after receipt of the application. d) Where power supply requires extension of distribution mains but no requirement erecting and commissioning a new 33/11kv substation, the time frame within which supply of electricity is to be provided from date of payment of required Security Deposit is as under. e) i. Low tension (including agriculture) within 30 days. ii. H.T. (11kv) within 60 days iii. H.T. (33kv) within 90days.	Rs.100/- for each day of default (Automatic) Rs.100/- for each day of default (to be claimed) Rs.500/- for each day of default (to be claimed) Rs.500/- for each day of default (Automatic)
8.	Transfer of ownership & conversion of services
	a) Title transfer of ownership	a) a) 15 days from receipt of application along with requisite fee and documents.	Rs.100/- for each day of default (Automatic) b)
	b) Change of category	c) b) 15 days from receipt of application.	Rs.100/- for each day of default (Automatic) d)
	c) Conversion of LT single phase to LT 3 phase and vice versa.	e) c) 30 days from the date of payment of necessary charges by the consumer.	Rs.200/- for each day of default (Automatic) f)
	d) Conversion from LT to 11 kv and vice version.	g) d) 60 days from the date of payment of necessary charges by the consumer.	Rs.200/- for each day of default (Automatic) h)
	e) Conversion from LT to 33kv and vice versa.	i) e) 90 days from the date of payment of necessary charges by the consumer.	j)
9.	Any other	k) Complying to the statutory requirement, within a reasonable time, depending on the nature of the complaint.

All complaints shall be registered in the Complaint Register at every fuse call centre as in Proforma at Annexure-1. Annual inspection of the same may be carried out by the Commission to verify that the above are maintained. In case of written complaints receipt should be issued as per proforma for registration. Any consumer can inspect the Complaint Register

With regard to lodging of complaints in Fuse Call Centres mechanism may be installed for automatic registration for eg. through Interactive Voice Recording Statement (IVRS).

A complaint number should be provided and the consumer should be able to track the status of his complaint under that reference. Later on complaint tracking can be done through the website by further upgrading the system.

Call Centre with Customer Relations Management software for utilities may be adopted by the CESUas a long term solution.

In case of poor voltage of power supply, the complaint should be lodged in Licensee's Fuse Call Centre or at any of the centralised complaint centres of the area giving name, address, consumer number of the complainant along with brief description of the problem faced. The complaint can be lodged either in writing or over telephone. The CESUshall intimate a complaint number after registering the complaint in every case. In the event of non-response or inadequate response by the Fuse Call Centre or in the centralised complaint centre within twenty four hrs. of lodging the complaint, consumers may lodge complaint with the SDO of the area for the redressal of the grievance. The complaint should be lodged with the SDO in writing in the format at Annexure-I. The receipt of the complaint shall be acknowledged by the SDO who shall resolve the complaint within a maximum period of fifteen days of receipt of complaint in case of low voltage due to local problem and 120 days/180days for 11 kV or 33 kV system due to deficiency in the system requiring upgradation of distribution lines, transformers or installation of capacitors. If it is beyond its control (i.e, due to transmission system) the CESUshall intimate the consumer of such reason within 7 days. Complaint to next higher level is to be made in Annexure-V format.

In case of failure of power supply or interruption of power supply, consumer may lodge a complaint in Licensee's Fuse Call Centre of the area or any of centralised complaint centres giving the details of name, address, consumer number and brief description of the complaint. Consumer may lodge the complaint either in writing or over telephone. The Licensee's Fuse Call Centre or centralised complaint centre shall register the complaint and shall intimate a complaint number in every case.

With regard to lodging of complaints in Fuse Call Centres mechanism may be installed for automatic registration for eg. through Interactive Voice Recording Statement as practiced by BSNL. A complaint number should be provided and consumer should be able to track status of his complaint under that reference. Later on complaint tracking can be done through the website by further upgrading the system. In case of written complaints receipt should be issued as per proforma for registration.

In the event of non-response or inadequate response by Licensee's Fuse Call Centre or any centralised complaint centre within four hrs., consumer may lodge complaint with the J.E. in charge of the area. The complaint to the J.E. should be made either in writing or by telephone, J.E. will register the complaint and intimate the complaint No. in every case the same day. The J.E. will rectify the fault within the time prescribed at item-2 of Clause 3 above. In case the complaint is not rectified within the stipulated period, consumer can lodge a complaint to the S.D.O. of the area in the format at Annexure-I in duplicate. The SDO shall acknowledge the complaint the same day. In case the complaint is not resolved within seven days by the SDO, consumer can complain to the officer of next higher level i.e. head of electricity supply division who will acknowledge the complaint the same day and resolve the complaint within seven days. Complaint to next higher level is to be made in Annexure-V format.

In case of frequent load shedding or scheduled shutdown (excluding statutory power cuts), more than 12 hrs. on any day, consumer can lodge the complaint in duplicate in the format given at Annexure-I, with the Executive Engineer of the concerned area. The Executive Engineer shall acknowledge the receipt of such complaints and arrange within 72 hours to prevent such recurrence. Complaint to next higher level is to be made in Annexure-V format.

On noticing improper functioning of the energy meter, consumer may lodge a complaint with the SDO of the area for 1 phase and Executive Engineer of the area for 3 phase in the format at Annexure- III in duplicate. The office of the SDO/Executive Engineer shall acknowledge the receipt of the complaint. Prescribed time limits for compliance are as per item 2 of Clause 3 above.

Complaint in respect of non-receipt of energy bills/receipt of erroneous bills shall be lodged by the consumer or by his authorized representative in writing, in duplicate in the proforma at Annexure-II with the SDO, Distribution / Assistant Manager (Commercial) of the area for domestic/commercial category and to E.E. for all other categories. Receipt of the complaint shall be acknowledged in all cases. In the event of dispute in the billed amount, the consumer may lodge a complaint before the designated officer and pay average of last 6 months consumption or billed amount whichever is less within the due date pending settlement of the dispute. The CESUshall resolve the dispute and communicate its decision with reasons to the consumers within a maximum period of 1 month, failing which the consumer can make a complaint to the officer mentioned at Col. No.3 in Table-1 below. If adequate response is not received within 7 days in case of domestic and commercial consumers and 15 days in all other cases, he may approach the next higher level (Col.4) indicated in the said table.

The complaint may be made by the consumer or his authorized representative in writing in duplicate in the prescribed form at Annex-V.

The consumer may lodge the complaint in respect of disconnection and reconnection of power supply with the officers mentioned in column 2 of the Table-2. The complaint may be made by him or his authorized representative in duplicate in the format given at Annexure-II. Receipt of the complaint shall be acknowledged by the CESUand the complaint shall be resolved within 4 working hours of receipt of the proof of payment.