The Delhi Electricity Regulatory Commission in its consultation paper (draft) on the Delhi Electricity Supply Code and Performance Standards Regulations, 2009, has proposed to hike the penalties that can be levied on power distribution companies for deficiency in service.
In the draft that has been proposed, the Commission wants power distribution companies that fail to meet the laid down performance rules for various services to pay suo motu a prescribed compensation for each deficiency. And if the company fails to do so, then the consumers will get five times the amount prescribed.
“If the discoms does not pay the compensation suo motu, then the consumer will have to be paid the compensation which is five times the original amount,” said a DERC official.
He went on to add: “The draft has also proposed that all consumer complaints that are made using any medium, telephone, SMS or even in writing have to be routed through a call centre, a unique compliant number generated and a permanent record made of the complaint.”
The discoms have been asked to ensure that they run call centres with sufficient number of officials or employees for effective complaint handling. The telephone number of the call centre will have to be printed on consumer bills along with the name and telephone number of the business manager of the respective districts.
Taking cognisance of the spate of complaint from consumers who have been booked for tampering with the meter and theft of electricity, the draft has proposed that the discoms will henceforth have to obtain signatures of independent witnesses before it accuses the consumer of the above mentioned offences.
“If the discom finds that a consumer has tampered with the meter of if the meter is found burnt, they will have to obtain the signatures of independent witnesses whenever such cases are filed. This will put an end to the unfair practice of harassing consumers if they are not at fault for tampering with the meter,” the official explained.
The DERC in the draft, which will soon be discussed with the consumers and stakeholders, has proposed to make the code more consumer-friendly and increase the penalties that can be levied for deficiencies and faults.
For instance, the compensation that the companies would have to pay consumers for non-replacement of a burnt meter within three days of receiving the complaint has been increased from the current Rs.50 for each day of default to Rs.50 per hour for non-restoration of supply beyond six hours and Rs.100 for each day of default for non-replacement of the meter within the time frame.
Similarly, for fuse blown out or a tripped MCB (miniature circuit breaker) that has to be rectified within three hours for urban areas and eight for rural ones, the fine has been increased from Rs.50 per day of default to Rs.100 for each hour of default beyond the time specified.
“The draft is aimed at being more consumer-friendly and designed to empower the consumer against unfair practices. We will soon invite the comments of consumers as well as the discoms about the draft and its provisions, following which a public hearing will be carried out,” said a DERC official.
The draft also proposes that consumers should be saved from having to pay development charges more than once; for temporary connections the consumer should not have to pay for equipment like transformers, panels and cables; and in case of bills generated from faulty meters, the licensee will have to deduct the electricity units already paid for by the consumers while drawing the fresh bill instead of deducting the amount paid for.
