The Consumer Service Manual lays down the instructions in pursuance ofSection 21 (d) of the Regulation of Generation, Transmission and Distribution of Electric Power Act, 1997 read with Rule 9 of the NEPRA Licensing (Distribution) Rules, 1999 which shall be administered by a distribution licensee, O&M Operator, Electric Power Supplier, Authorized Agent, as the case may be, to ensure safe, effective and reliable supply of electric power to consumers. Pursuant to sub rule 6 ofthe ibid rule the Authority may from time to time direct the licensee to revise the Consumer Service Manual in such manner and with respect to such details as the Authority may direct, provided that the licensee shall not be required to revise Consumer Service Manual in a manner which may cause the licensee to be in breach ofLaws or the applicable documents.
The Consumer Service Manual is applicable to all consumers served by the distribution licensee, O&M Operator, Electric Power Supplier, Authorized Agent, as the case may be, including the Bulk Power Consumers and includes, without limitation to the following matters, namely:
1.2.1 Form and manner of application by the consumer for obtaining electric service connection, along with detail of documents to be submitted in support of the application.
1.2.2 Fees and charges for connection, installation ofmeters, other facilities for connection and reconnection.
1.2.3 Procedure and manner for installation ofmeters and other facilities for connection.
1.2.4 Time frame for providing service connection to consumers.
1.2.5 Procedure and manner for billing, time limit of payment of bills and procedure for collection ofbills.
1.2.6 Procedure for issuing disconnection notice to consumer for non-payment ofbills and the procedure thereoffor disconnection ofelectric supply in case ofnon-payment and reconnection after payment ofoutstanding dues.
1.2.7 Collection of arrears upon or following reconnection.
1.2.8 Procedure for disconnection and the charges for illegal abstraction/theft of electric power or for use of electric power for purposes other than those specified in the application for connection and service.
1.2.9 Procedure and the time-frame for handling and redressal of different types of consumer complaints.
1.2.10 Requirement ofsafety and security.
1.2.11 Efficient use of electric power including with reference to characteristics ofsupply or usage such astime ofday, week or season.
The Consumer Service Manual shall also act asthe code ofconduct ofa distribution licensee, O&M Operator, Electric Power Supplier, Authorized Agent, as the case may be and to be used in conjunction with the provisions of Distribution Code, Performance Standards (Distribution) Rules, 2005 Consumer Eligibility Criteria, 2003, and other Rules & regulations when and where applicable.
DISCO shall make efforts to have interface with the Consumer Forums/ Councils and Associations. Efforts shall be made to improve DISCO -Consumer relationship and the consumer's awareness about utility’s programs/ activities/services. Consumer Services Centers/One Window Operation shall operate round the clock.
In order to prevent accidents which may result in injury or death, or damage to public or DISCO/NTDC property, the consumers shall abide by the general safety requirements ofthe “Safety Code”.
DISCO/ NTDC shall take all the safety and security measures to avoid fatal/non-fatal accidents. The consumers shall be educated through all possible means to observe safety measures in order to avoid any casualty especially during the monsoon season.
DISCO/ NTDC shall monitor and implement the safety and security plan for consumers. The safety and security objectives can be achieved by adopting good engineering practice, including measures as described below:
12.2.1 Operation and maintenance of DISCOVNTDC distribution system /Network shall be carried out only by the DISCOV NTDC authorized and trained personnel.
12.2.2 DISCOVNTDC system equipment, including overhead lines, poles/ structures/ towers underground cables, transformers, panels, cutouts, meters, service drops, etc. shall be installed and maintained in accordance with Grid Code, Distribution Code and other relevant documents.
12.2.3 To ensure proper operation of DISCOV' NTDC network under abnormal conditions (short-circuits, overloading, etc.) appropriate protective relays shall be installed and properly coordinated to ensure isolation offaulty circuits.
12.2.4 The earthing systems installed shall be dimensioned and regularly tested to ensure protection from shock hazards.
12.2.5 The steel structure installed on the public places shall be earthed at ONE point through steel/copper conductor, in accordance with the DISCOV NTDC laid down procedures.
12.2.6 DISCO will issue a notice to the Consumer(s)/Person(s), in case of illegal construction, extension of building under or near the distribution/’ transmission lines for violation ofsafety standards.
A duly authorized employee of DISCO shall be entitled at all reasonable times, and on informing the occupier of his intention after giving a notice of clear 24 hours (However, no notice is required for conducting raid in case oftheft/illega! abstraction of electricity), to enter the premises to which energy is or has been, or is to be supplied by DISCO, for the purpose of:
14.1.1 Examining, inspecting and testing the electric supply lines, meters, maximum demand indicators or other measuring apparatus, electric wires, fittings, works or an apparatus for the supply or use of energy, whether belonging to DISCO1 or to the Consumer, or.
14.1.2 Ascertaining the amount of energy supplied or the electrical quantity contained in the supply or the apparatus, or.
14.1.3 Removing, where a supply of energy is no longer required, or where DISCO is authorized to take away and cut-offsuch supply, any electric supply lines, meters, maximum demand indicators or other measuring apparatus, fittings, works or apparatus belonging to DISCO, or.
14.1.4 Along all other things necessary or incidental to the proper supply or maintaining such supply to the consumer’s premises.
14.2.1 DISCO authorized staff member has access to meters, service connections and other property owned by it which may be located in consumer’s premises for purposes ofinstallation, maintenance, operation or removal ofthe property at the time service is to be terminated.
14.2.2 The consumer’s utility system shall be open for inspection to authorized representatives of DISCO. The consumer’s failure to do so within a reasonable period oftime may result in disconnection.
14.2.3 Consumers must provide access to all electric meters upon request for billing purposes. If a premises is unoccupied/locked, an appointment to obtain meter readings will suffice for a maximum period oftwo (2) months. After that, a new appointment will be required to update the readings.
14.7.1 Consumers who operate equipment which causes detrimental voltage fluctuations (such as but not limited to, hoists, welders, x-ray apparatus, radio transmitters, elevator motors, compressors and furnaces) must reasonably limit such fluctuations upon request by DISCO. The Consumer will be required to comply with the necessary corrective measures.
14.7.2 Separate service is required for x-ray units over 5 kVA, welder units over 3 kVA, radio transmitters and resistance welders.
14.7.3 DISCO may require the consumers to provide, at their own expense, special furnace type transformers and reactors and capacitors sufficientto limit secondary short-circuit current values. In such cases, DISCO shall furnish energy at 11 kV.
14.7.4 The consumer should also make arrangements to filter out or prevent harmonic distortions traveling onto/interfering with the DISCQ’s system.
DISCO encourages consumers to maintain a power factor ofat least 90% to avoid penalties.
Consumers must use their best endeavors to avoid any non-compliance ofthis Manual within the time period specified in any notice ofnon-compliance sent by DISCO.
DISCO may disconnect is the supply to a consumer if,
a) The consumer has not fulfilled an obligation to comply with this manual;
b) The DISCO has given the consumer seven (7) Business days written notice of disconnection (such notice to be in addition to the notice already given); and
c) The consumer fails to comply with the notice.