COMPLAINT HANDLING PROCEDURE RELATING TO DISTRIBUTION AND RETAIL SUPPLY

1. Pursuant to Section 9 (j) of the Madhya Pradesh Vidyut Sudhar Adhiniyam, 2000 (No. 4 of 2001), the Commission hereby lays down the following Complaint Handling Procedure relating to Distribution and Retail Supply. In general, the consumers have right to expect from the Board certain minimum level of service, as indicated herein-after.

2. Nature of Complaints:

The consumer Complaints are categorised under seven heads as below:

1. Interruption / failure of power supply
2. Voltage Complaints
3. Load shedding / Scheduled outages
4. Problems in metering
5. Billing problems
6. Disconnection and reconnection of power supply
7. Delay in providing new connection.

3. Time limit for rectification and resumption of service:

A summary of time limits for rendering service to consumers in LT/HT categories is as follows:

S.No.	Type of Service	Time Limit for Rendering the Service
1	Interruption / Failure of Power supply	a. Fuse-off Calls: (i) Replacement of fuses: Cities & Towns - 4 working hours Rural Areas – 2 days (ii) Line Breakdowns: Cities & Towns - 6 – 24 hours Rural Areas – 24 – 72 hours (In case of natural calamity time limit will not be applicable). b. Street Lights: Rectification of line fault - 24 hours Replacement of fused or - 7 days defective units For Replacement of fused or defective under – public body would be made responsible. (Subject to availability of material by local bodies) c. Replacement of failed Distribution Transformers: In cities and in towns – 3 days In Rural areas – 7 days (Subject to clear way leaf) d. Replacement of damaged service line: (i) In case of damage to service wire due to Consumer's fault.   (ii) In case of damage to service wire on account of   normal wear and tear (service wire to be supplied by the Board / Licensee free of cost).                  7 days from the date of payment of cost of service wire by the Consumer or consumer can do so by getting the work done through licensed contractor. 7 days,from the date of receipt of complaint(Subject to availability of material). or consumer can do so by getting the work done through licensed contractor.
2.	Voltage Complaints	(i)               10 – days if no work is involve, only maintenance of line is required. (ii)     180 – days if augmentation of system is required – subject to availability of fund (Applicable only when the system voltage is in order)
3.	Scheduled outages excluding statutory power cuts	Such interruptions will be informed at least 24 hours in advance through Press, Public Address System, Electronic Media and /or telephone to the public. The period of interruption shall not exceed 12 hours on any day and in each event the supply is to be normally restored by 6.00 PM.
4.	Metering problems	Inspection and checking the correctness of the meter       Within 7 working days of complaint. Replacement of defective meter: (a) Stopped/defective meters - within 30 days of receiving complaint. (b) Burnt meters - (i) within 7 days of complaint if the burning is not due to causes attributable to consumer.                               (ii) Wherever the cost of meter is to be recovered from the consumer, notice for payment to be given within 7 days of complaint, and meter to be replaced within 7 days of receiving payment and after necessary corrective action was taken to avoid recurrence of the damages to the meter. (c) If meter is found tampered during inspection              Appropriate action will be taken as provided under law. (d) Proposed to delete, the consumer will not be allowed to procure the meter from market as quality meters would not be easily available in local market.
5.	Billing Problems including category change.	1. The Board / Licensee shall acknowledge the consumer's complaint immediately if received in person and within 7 working days, if the complaint is received by post. 2. The Board / Licensee shall resolve consumer's complaint regarding Electricity Bills due to him or served to him, immediately if no additional information is required to be collected. In case any additional information is required to be collected, it shall be resolved:     a. Within 7 days if the complaint is made within           7 days of receipt of bill by the consumer, and     b. Within 15 days in other cases. 3.     Proposed to delete – It should be responsibility of consumer to contact local office well before the due date for correction in bill, it would be ensured that necessary correction is done before due date. 4. A meter reading card shall be maintained by the Board / Licensee at consumers' premises in appropriate form and all periodical readings taken for billing purposes, all check readings and meter changes should be recorded on the meter card duly attested by a person authorized to do so by the Board /  Licensee.
6	Disconnection and Re-connection of power supply	Proposed to delete – 7 days notice is already printed in bill it self.   Reconnection should be made according to seniority of payment ( Urban area – 4 hrs.) (Rural area – 48 hrs,) (It should be a short of punishment to the defaulter consumers)
7.	New Connections including release of Addl. Connected loads.	(i) LT Supply: a. Sending notice of inspection - within 2 days of receipt of application complete in all respects. b. Inspection - within 3 days of sending the notice. c. Communication of estimated charges indicating the probable date of release of connection - within 10 days of fixing the point of entry of supply mains, etc. if the connection is proposed to be given from existing network and within 30 days, if extension is required or if enhancement of distribution transformer capacity is needed. d. Commencement of supply - (1) within 15 days of approval of applicant's installation and payment of necessary charges, if the connection is from existing network and (2) within 60 days, if line extension is involved or if enhancement of capacity of distribution transformer is needed. (ii) HT Supply a. Feasibility - within 15 working days of receipt of application b. Estimate charges indicating the probable date of release of connection - within 30 working days of notifying the feasibility. c. Commencement of supply - within 120 days of payment of estimated charges and Electrical Inspector's clearance. (iii) EHT. Supply a. Feasibility - within 60 working days of receipt of application b. Estimate charges indicating the probable date of release of connection - within 30 working days of notifying the feasibility. c. Commencement of supply - within 180 days of payment of estimated charges and Electrical Inspector's clearance. (iv) Strict seniority should be followed by the Board / Licensee in release of services after approval of applicant’s installation by the competent authority and payment of necessary charges by the prospective consumer.

 

4. Complaint Handling Procedure

 

4.1  Interruption/failure of power supply:

In case of failure or interruption of power supply, complaint shall be lodged in the Fuse Off Call Centre of the area or any centralized complaint centre of the Board / Licensee giving the details of name, address, consumer number and brief description of the complaint. The complaint can be lodged either in person or in writing or over telephone. The operator on duty at the FOC Centre is required to register the complaint and intimate a complaint number in every case and restore power supply within the time period indicated in Section 3.1 above.

In the event of non-response or inadequate response by the Fuse-off Call Centre / centralized complaint centre, a consumer may lodge complaint with the Junior Engineer/Assistant Engineer in charge of the area. The complaint to the Junior Engineer/Assistant Engineer should be made either in writing or by telephone. The Officer should register the complaint and intimate the complaint No. in every case. The Officer should ensure rectification of the fault within the time stipulated above. In case of major failure involving transformers or 11 kV feeder including the terminal equipment or both, it should also be rectified within the period specified. In case the complaint is not rectified within the stipulated period, a complaint can be made to the Assistant Engineer / Executive Engineer of the area in the format at Annexure-I. The Officer shall acknowledge the complaint and take immediate action to restore supply the same day. In case the complaint is not resolved within a day by the Assistant Engineer / Executive Engineer, the consumer can complain to the officer of next higher level i.e., the Superintending Engineer who shall not only arrange for immediate restoration but also investigate into the delays caused in attending to the complaint. The procedure for lodging complaints is indicated in Table - A below.

 

 

 

Table – A

 

S.No. (1)	Category of Consumers   (2)	Where to lodge complaint (3)	Next higher level for complaint (4)
1	For all LT consumers (a) Fuse-off calls (b) Line breakdowns/ transformer failure, etc.	Fuse off call centre / Centralized complaint centre / Junior Engineer	Assistant Engineer/ Executive Engineer
2	HT consumers (all complaints)	Junior Engineer / Assistant Engineer	Executive Engineer / Superintending Engineer

 

4.2  Voltage Complaints:

In the case of Low / High voltage of power supply, the complaint should be lodged in the Fuse-Off Call Centre or any centralized complaint centre 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 operator on duty shall intimate the complaint number after registering the complaint in every case. In the event of non-response or inadequate response by the Fuse-Off Call Centre or any centralized complaint centre within 4 hours of lodging the complaint, the consumer may lodge complaint with the Assistant Engineer of the area for the redressal of the grievance. The complaint should be lodged with the Assistant Engineer in writing in the format furnished at Annexure-I. The receipt of the complaint shall be acknowledged by the Assistant Engineer who shall resolve the complaint within a minimum period of 10 days of receipt of complaint in case of low voltage due to local problem and 120 days due to deficiency in the system requiring up gradation of distribution lines, transformers or installation of capacitors. In case the problem relates to up gradation of the system, the Assistant Engineer shall give a written response within 10 days of receipt of complaint. In case the problem is not solved within the above time limits, the Executive Engineer is to be contacted who will do the needful without any delay.

 

4.3  Scheduled outages/load shedding:

In case of frequent load shedding or scheduled outages (excluding statutory power cuts) amounting to more than 12 hours on any day, complaint could be lodged by the consumer in the format given at Annexure-I with the Assistant Engineer/Executive Engineer of the concerned area. The Executive Engineer shall acknowledge the receipt of such complaint and arrange to prevent such recurrences.

4.4  Metering Problems:

If the meter is found to be defective, the consumer shall lodge the complaint with the Junior Engineer in the format given at Annexure - II, who will get it replaced within the time limit specified under Section 3.4 above. Where the meter is found OK and does not require replacement and if the consumer is not satisfied with the decision of the Junior Engineer, he may seek for special test in the Board’s / Licensee's Laboratory duly paying the testing charges. Excess or short amount, if any, will be adjusted in future bills, if the error is found to be beyond allowed limits. In case of burnt meters also, the same will be replaced within the time limit specified in para 3.4 above. In case the problem is not resolved within the time specified, the complaint may be lodged by the consumer with the Assistant Engineer/Executive Engineer concerned in the format given at Annexure - III. The Assistant Engineer / Executive Engineer shall acknowledge the complaint and take remedial action without any delay.

4.5  Billing problems/ including change of category:

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 officer concerned of the area, as indicated in column (3) of Table - B below, who shall resolve the minor problems across the table. In all other cases requiring rectification of records, checking the meter, etc., it will be resolved within the time periods indicated in Section 3.5 above failing which the consumer can make a complaint to the officer mentioned in column (4) of Table - B below in the prescribed form at Annexure-III. Receipt of the complaint shall be acknowledged in all cases.

Table - B

S.No. (1)	Category of Consumers   (2)	Where to lodge complaint (3)	Next higher level for complaint (4)
1	All LT consumers	Revenue Accountant / Junior Engineer / Assistant Engineer	Assistant Engineer/ Executive Engineer
2	HT consumers - Discrepancies in bills	Senior Accounts Officer/ Superintending Engineer	Chief Engineer

 

4.6.  Disconnection and Reconnection of power supply:

Complaint in respect of improper disconnection and delay in reconnection of power supply should be lodged with the officer mentioned in column (3) of the Table-C given below. The complaint may be made by the consumer or his authorised representative in the format given at Annexure-III. Receipt of the complaint shall be acknowledged and the complaint shall be resolved immediately, if the consumer is not at fault. Otherwise a suitable reply to the complainant shall be given within 2 days. The consumer may contact the next higher-level officer mentioned under column (4), if the complaint is not resolved as mentioned above.

Table - C

S.No. (1)	Category of Consumers   (2)	Where to lodge complaint (3)	Next higher level for complaint (4)
1	All LT consumers	Junior Engineer / Assistant Engineer	Assistant Engineer / Executive Engineer
2	All HT consumers	Executive Engineer	Superintending Engineer

 

VII.  New Connections/shifting or change of installation:

Registration - Application forms are available free of charge

          - All LT applications to be registered with Junior Engineer / Assistant Engineer.
          - All HT applications to be registered with Superintending Engineer.

For shifting or change of installation also the time frame will be same as is applicable to corresponding category of new connection.

When the applicant doesn't get proper response within the time limit as stipulated in Section 3.7 above, he may lodge a complaint to the official mentioned at column (3) of Table - D below. If he doesn't get adequate response from the said officer within seven working days, he may contact the next higher officer mentioned at column 4 of the Table. Complaint should be lodged in writing in the proforma at Annexure - IV.

Table - D

S.No. (1)	Category of Consumers   (2)	Where to lodge complaint (3)	Next higher level for complaint (4)
1	For all LT connections	Junior Engineer / Assistant Engineer	Assistant Engineer/ Executive Engineer
2	For all HT connections	Superintending Engineer	Chief Engineer

 

 

5. Complaint / Appeal before Board / Licensee's Highest Authority

When the applicant / consumer does not get proper response even after approaching the next higher level officer as indicated in column-(4) of the Tables A/B/C/D or if he is not satisfied with the action taken by them, the consumer may lodge a complaint/appeal to the Member / MD of the Board / Licensee. The Highest Authority of the Board / Licensee should dispose off the complaint / appeal made by the consumer to him within 15 days from the date of receipt of complaint/appeal.

6. Statement indicating summary of the Complaint Handling Procedure is appended as Annexure - VII.

7. Review and Monitoring

In order to ensure implementation of the above stipulations, the following monitoring procedure shall be adopted by the Board / Licensee:

      * The "Consumer Grievance Register" shall be maintained by the above designated officers in the prescribed proforma vide Annexure - V.

      * The Register shall be reviewed by every Assistant Engineer / Executive Engineer once in a fortnight. He will also send monthly progress reports to Superintending Engineer and Chief Engineer in the prescribed format vide Annexure - VI.

 

      * The Register shall be reviewed by every Inspecting Officer during inspections.

 

      * Monday shall be strictly observed as Grievances Resolution Day.

 

      *There shall be a separate Grievance Monitoring Cell at EE / SE's office who shall keep a record for follow up.

 

      * The time limit prescribed for attending to each type of grievance shall be strictly adhered to as indicated earlier. Wherever any complaint refers to more than one type of grievance, the designated officer shall attend the complaint pertaining to him and also send a copy of the complaint to the other concerned officer for redressal.

 

      * Where the complaints referred to are not redressed in time by the designated office, the same shall be reported to the Executive Engineer /Superintending Engineer, clearly explaining the reasons for the hold up. Where redressal of a complaint could not be done, the Assistant Engineer/Executive shall report such cases to E.E/ S.E. and CE every month.

8. The Board/Licensee shall make available the following codes and Regulations, etc. (both in Hindi and English) at its offices for perusal of any Consumer:

a. Its Codes of Practice  on Application for supply, General Conditions of Supply and Scale of Miscellaneous charges,  Consumer Rights statement, Code of Practice on payment of Bills and Complaint Handling Procedures, etc.

b. Its approved Standards of Performance,

c. Its approved Tariff Schedule

d. The Regulations made by MPERC on Consumer's Right to Information, and

e. Category-wise priority lists of New Connections shall be exhibited in the Distribution Centers.

 

 

 

 

Annexure - I

PROFORMA FOR LODGING COMPLAINT
FOR LOW VOLTAGE/INTERRUPTION/FAILURE OF POWER SUPPLY/SCHEDULED OUTAGES/LOAD SHEDDINGS

 

ACKNOWLEDGEMENT TO BE FILLED BY THE OFFICE AND HANDED OVER TO THE CONSUMER

(For further assistance quote your complaint reference number)

 

 

Annexure - II

PROFORMA FOR LODGING COMPLAINT FOR METERING PROBLEMS AND DISCREPANCIES IN BILLS

 

ACKNOWLEDGEMENT TO BE FILLED BY THE OFFICE AND HANDED OVER TO THE CONSUMER

(For further assistance quote your complaint reference number)

 

 

 

 

Annexure - III

 

PROFORMA FOR COMPLAINTS OF METERING PROBLEMS AND DISCREPANCIES OF BILLS/ DISCONNECTION AND RECONNECTION OF POWER

ACKNOWLEDGEMENT TO BE FILLED BY THE BOARD / LICENSEE AND HANDED OVER TO THE CONSUMER

(For further assistance quote your complaint reference number)

 

Annexure - IV

FORM FOR COMPLAINT OF NEW CONNECTIONS

ACKNOWLEDGEMENT TO BE FILLED BY THE OFFICE AND HANDED OVER TO THE APPLICANT

(For further assistance quote your complaint reference number)

 

Annexure - V

Name of the Office:
Location:

Date:                            Consumer Grievance Register

 

 

 

 

Annexure - VI

Monthly Report on Complaints for the month ending ………………………………

 

 

Annexure- VII

SUMMARY OF COMPLAINT HANDLING PROCEDURE