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| A | Failure of power supply due to: |
| 1 | Fuse of call at aerial cutouts / sealable cutouts | | CCCD (Central Consumer Complaints Division)/Service station of the Sub-division. A.E(O&M)/J.E(O&M)/Section Officer/Lineman in the lineman camp | AEE(Ele) of the sub-division |
| a) Towns and cities | a) 4 Hours |
| b) Rural areas | b) 24 Hours |
| 2 | Snapping of wire | | CCCD (Central Consumer Complaints Division)/Service station of the Sub-division. A.E(O&M)/J.E(O&M)/Section Officer/Lineman in the lineman camp | AEE(Ele) of the sub-division |
| a) Towns and cities | a) I. De-energisation in case it is not de-energized automatically, immediately on receipt of the information.
II. Restoration of power supply within 6 hrs. |
| b) Rural areas | a) I. De-energisation in case it is not de-energized automatically, immediately on receipt of the information.
II. Restoration of power supply within 6 hrs. |
| 3 | Failing of trees on overhead lines (without breaking of poles) | | CCCD (Central Consumer Complaints Division)/Service station of the Sub-division. A.E(O&M)/J.E(O&M)/Section Officer/Lineman in the lineman camp | AEE(Ele) of the sub-division |
| a) Towns and cities | a) I. De-energisation in case it is not de-energized automatically, immediately on receipt of the information.
II. Restoration of power supply within 10 hrs. |
| b) Rural areas | a) I. De-energisation in case it is not de-energized automatically, immediately on receipt of the information.
II. Restoration of power supply within 24 hrs. |
| 4 | Fire due to short circuit of LT lines consequent to loose spans and touching of tree branches | | CCCD (Central Consumer Complaints Division)/Service station of the Sub-division. A.E(O&M)/J.E(O&M)/Section Officer/Lineman in the lineman camp | AEE(Ele) of the sub-division |
| a) Towns and cities | a) 6 Hours |
| b) Rural areas | b) 12 Hours |
| 5 | Interruptions due to breakdown of | | CCCD (Central Consumer Complaints Division)/Service station of the Sub-division. A.E(O&M)/J.E(O&M)/Section Officer/Lineman in the lineman camp | AEE(Ele) of the sub-division |
| I) 11 KV line overhead | |
| a) Towns and cities | a) 6 hours |
| b) Rural areas | b) 6 hours |
| II) HT U.G.Cable faults | |
| In all towns and cities | Temporary arrangement for restoration of power supply within 24 hours and rectification of cable fault within 24 hours |
| III) Failure of Transformer | |
| a) Towns and cities | a) 24 hours |
| b) Rural areas | b) 72 Hours |
| IV) LT Line | |
| a) Towns and cities | a) 6 hours |
| b) Rural areas | b) 24 hours |
| V) Service main both overhead and underground | |
| a) Towns and cities | a) |
| i) Overhead | i) 24 hours |
| ii) U.G.Cable | ii) Temporary arrangement for restoration of power supply within 24 hours and rectification of cable fault within 3 days |
| b) Rural areas | b) 48 hours |
| VI) Burnt out meters | Subject to payment of meter cost as per Section 28 of KERC (ES&D) code, 2000-01 |
| a) Towns and cities | a) 24 hours |
| b) Rural areas | b) 48 Hours |
| 6 | I) Street lights not functioning | | | |
| a) Within Bangalore Mahanagara Palike (BMP) area and wherever street lights are being maintained by local authority | a) To report to BMP / Local authority street light maintenance office in that locality - 24 hours | a) BMP local office / local authority | AEE or BMP / Local authority. IN charge of street lights. |
| b) At adjoining places of Bangalore other than BMP area. | b) 24 hours | CCCD (Central Consumer Complaints Division)/Service station of the Sub-division. A.E(O&M)/J.E(O&M)/Section Officer/Lineman in the lineman camp | AEE(Ele) of the sub-division |
| c) Towns and cities | c) 48 Hours | | |
| d) Rural areas | d) 48 Hours | | |
| II) Replacement of lamps and street light fittings | | | |
| a) Within Bangalore Mahanagara Palike (BMP) area and wherever street lights are being maintained by local authority | a) To report to BMP / Local authority street light maintenance office in that locality - 24 hours after supply of bulbs / lamps and accessories by BMP / local authority | a) BMP local office / local authority | AEE or BMP / Local authority. IN charge of street lights. |
| b) Towns and cities | b) 24 Hours after supply of fittings by local authority | CCCD (Central Consumer Complaints Division)/Service station of the Sub-division. A.E(O&M)/J.E(O&M)/Section Officer/Lineman in the lineman camp | AEE(Ele) of the sub-division |
| c) Rural areas | c) 48 Hours after supply of fittings by local authority |
| B | Disconnection and Reconnection |
| 1 | Reconnection after payment of dues to KPTCL Both for Towns, Cities and Rural areas | i) 24 hours if the disconnection period is not exceeding six months | AAO of the sub-division / A.E.(O&M) / J.E.(O&M) / Section Officer | AEE(Ele) of the sub-division |
| ii) 48 Hours if the disconnection period is exceeding six months: |
| a) in cases where agreement is not terminated, the consumer shall clear outstanding arrears, produce interior wiring fitness certificate issued by the licensed electrical contractor. |
| b) in cases where agreement is terminated, the consumer shall apply afresh as per section 4.12(V) of KERC (ES&D) code,2000-01 |
| 2 | Reconnection when disconnected by oversight (Exceptional cases) even though bill amount is paid | | AAO of the sub-division / A.E.(O&M) / J.E.(O&M) / Section Officer | AEE(Ele) of the sub-division |
| a) Towns and Cities | a) 6 hours |
| b) Rural areas | b) 24 hours |
| C | Voltage Complaints |
| 1 | Low Voltage Complaints | 15 days in case of local problem and 6 months in cases requiring augumentation of distribution system | CCCD (Central Consumer Complaints Division)/Service station of the Sub-division. A.E(O&M)/J.E(O&M)/Section Officer/Lineman in the lineman camp | AEE(Ele) of the sub-division |
| Both for Towns, cities and rural areas |
| 2 | Voltage Fluctuations | | CCCD (Central Consumer Complaints Division)/Service station of the Sub-division. A.E(O&M)/J.E(O&M)/Section Officer/Lineman in the lineman camp | AEE(Ele) of the sub-division |
| a) Towns and cities | a) 4 days |
| b) Rural areas | b) 8 days |
| D | Metering and Meter Reading |
| 1 | Replacement of non-recording meters and other faulty meters where supply is not affected. | | A.E.(O&M) / J.E.(O&M) / Soujanya Counter / Section Officer | AEE(Ele) of the sub-division |
| a) Towns and cities | a) 7 days |
| b) Rural areas | b) 3 days |
| 2 | Not reading the installations on the dates fixed for meter reading | | AAO / SA of the accounting unit / Soujanya Counter / A.E.(O&M) / J.E.(O&M) / Section Officer | AEE(Ele) of the sub-division |
| a) Towns and cities | a) 2 days |
| b) Rural areas | b) 3 days |
| 3 | Accidental breakage of seals provided to the meter on report by the consumer where no tampering of meter is suspected. Both for Towns, cities and rural area | Inspection and report within 24 horus and replacement of meter within 8 days | A.E.(O&M) / J.E.(O&M) / Soujanya Counter / Section Officer | AEE(Ele) of the sub-division |
| E | Verification of Bills |
| 1 | Mistakes in totaling by the Meter reader while issuing the bills. | | A.E.(O&M) / J.E.(O&M) / Soujanya Counter / Section Officer | AEE(Ele) of the sub-division |
| a) Towns, cities and rural areas | a) on the same working day |
| b) Rural areas where there is no a/c unit | b) 2 working days |
| 2 | Wrong calculation by the MR while issuing the bills and use of wrong meter constant | | AAO / SA of the accounting unit / Soujanya Counter / A.E.(O&M) / J.E.(O&M) / Section Officer | AEE(Ele) of the sub-division |
| a) Towns and cities | a) on the same working day |
| b) Rural areas where there is no a/c unit | b) 3 working days |
| 3 | Wrong recording of reading by Meter reader | | AAO / SA of the accounting unit / Soujanya Counter / A.E.(O&M) / J.E.(O&M) / Section Officer | AEE(Ele) of the sub-division |
| a) Towns and cities | a) 2 working days |
| b) Rural areas | b) 8 working days |
| 4 | Excessive billing. Both for towns, cities and rural areas | On the same day | AAO / SA of the accounting unit / Soujanya Counter / A.E.(O&M) / J.E.(O&M) / Section Officer | AEE(Ele) of the sub-division |
| 5 | Amount already paid by consumer shown as arrears (provided the bill amount is paid at the sub-division where the bill is issued).
Both for towns, cities and rural areas | On the same working day | AAO / SA of the accounting unit / Soujanya Counter / A.E.(O&M) / J.E.(O&M) / Section Officer | AEE(Ele) of the sub-division |
| 6 | Wrong application of tariff | | AAO / SA of the accounting unit / Soujanya Counter / A.E.(O&M) / J.E.(O&M) / Section Officer | AEE(Ele) of the sub-division |
| i) where field report is not necessary. Both for towns, cities and rural areas | on the same working day |
| ii) where field report is necessary. Both for towns, cities and rural areas | 8 working days |
| 7 | Posting of wrong initial reading. Both for towns, cities and rural areas | On the same working day | AAO / SA of the accounting unit / Soujanya Counter / A.E.(O&M) / J.E.(O&M) / Section Officer | AEE(Ele) of the sub-division |
| 8 | Showing the short claims in the monthly bill without furnishing the details to the consumer. Both for towns, cities and rural areas | Detailed statement shall be furnished within 3 working days both in case of computer billling and manual billing | AAO / SA of the accounting unit / Soujanya Counter / A.E.(O&M) / J.E.(O&M) / Section Officer | AEE(Ele) of the sub-division |
| 9 | Wrong postings, i.e., postings of receipts to wrong R.R.Nos. both for Towns, cities and rural areas | On the same working day | AAO / SA of the accounting unit / Soujanya Counter / A.E.(O&M) / J.E.(O&M) / Section Officer | AEE(Ele) of the sub-division |
| 10 | Discrepancies in billing like improper billing of non-recording period of meters (MNR), not issuing the average bills for the door lock cases etc. Both for towns, cities and rural areas | On the same working day | AAO / SA of the accounting unit / Soujanya Counter / A.E.(O&M) / J.E.(O&M) / Section Officer | AEE(Ele) of the sub-division |
| F | New connections: Service Standards |
| 1 | Time frame to furnish feasibility report for arranging power supply and issue of power sanction letter. Both for towns, cities and rural areas | 6 working days | A.E.E(E) / A.E(T) of the sub-division | E.E of the Division |
| a) Domestic Lighting |
| b) Commercial Lighting | 7 working days |
| c) A.E.H |
| d) LT Power |
| e) IP sets / street lights |
| f) Buildings, Regn. 9.00 - | 15 days |
| g) Layouts, Regn. 10.00 | 30 working days |
| h) HT / EHT Power | 15 / 30 working days |
| i) Temporary Lighting / Power | 2 working days |
| 2 | Time frame for servicing of new installation: Total period allowed from teh date of receipt of C.R/W.D., Agreement, payment of deposits. Both for Towns, cities and rural areas | 15 working days plus time required for inspectorate approval | A.E.E(E) / A.E(T) of the sub-division | E.E of the Division |
| a) Dom / Com Ltg. / AEH - 30 days |
| b) LT Industries - 15 days plus period required for execution of service line work. |
| c) IP sets / R.E / Street lights - As per priority seniority and Annual Target |
| d) H.T. Power - 15 days plus period required for execution of service line work |
| e) EHT Power - 15 days plus period required for execution of service line work. |
| f) Temporary power supply - Upto 5 KW - 3 days, Upto 25 KW - 10 days, Upto 50 KW - 20 days |
| g) Tatkal Scheme applicable for dom, com, AEH ltg. - 8 days |
| 3 | Opening of test report of the new installations immediately after service and issuing the first bill - First meter reading date after 30 days | 15 days | AAO / SA of the sub-division | AEE(Ele) of the sub-division |
| G | Appeal Cases |
| 1 | Deciding the appeal cases | a) First Appellate Authority - within 120 days from the date of filing the appeal | Secretary, Corporate Office of the licensee | C.M.D. of the Licensee |
| b) Second Appellate Authority - within 60 days from the date of filing the appeal |
| H | General |
| 1 | Refund of advance consumption charges collected in respect of temporary installations - 2 months | 7 working days | AAO / SA of the a/c unit and A.O. I/A of the division | AEE(Ele) of the sub-division |
| 2 | Payment of solatium in case of electrical accidents: | 15 working days | SEE, of the circle | CEIG |
| a) Payment of solatium in cases where it is established beyond doubt that the electrical accident is not due to the fault on the part of the victim: shall be paid immediately without waiting for the report of Chief Electrical Inspector to the Government |
| b) In other cases solatium shall be paid within 30 days from the report of the CEIG. Note: The CEIG shall send his report within one month from the date of accident |
| 3 | Discoureous behaviour of staff | To enquire within a week and take suitable action and to inform the complainant | AEE of the Sub-division | EE of the Division |
| 4 | Modification of the existing connection: | 7 working days | AAO / A.E(O&M)/J.E.(O&M)/Section Officer | AEE of the sub-division |
| a) Transfer of installation - 20 days |
| b) Reduction of load / surrender of power supply - 2 months |
| c) Shifting of meters and meter board - 10 days |
| d) Conversion of installation from one tariff to another tariff - 15 days |
| 5 | Removal of the meter at the request of the consumer - 15 days | 7 working days | AAO / A.E(O&M)/J.E.(O&M)/Section Officer | AEE of the sub-Division |
| 6 | Issue of certificates as per section 30.16 of KERC (ES&D) code, 00-01 - 2 working days | 7 working days | AAO / SA of the a/c unit | EE of the Division |
| 7 | Refund of deposit - 60 days | 7 working days | AEE / AAO / SA of the sub-division | EE of the Division |
| 8 | Withdrawal of demand and refund - 60 days | 7 working days | AEE / AAO / SA of the sub-division | EE of the Division |
| 9 | Any complaint not covered specifically in the above - 30 days | 7 working days | AAO / AAO / SA of the sub-division | EE of the Division |
