| I. |
RIGHT TO KNOW
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Consumers have the following basic rights to have
access to information on matters related to electricity supply - |
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1. |
The conditions and procedure for getting new connection,
disconnection, reconnection, change in load/name/tariff category.
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2. |
Standards of performance regarding quality to be maintained
and services to be provided by Distribution Licensees. |
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3. |
The code of practice on payment of bills. |
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4. |
Complaint handling procedures and grievance redressal. |
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5. |
Tariff schedule and other schedule of Charges approved
by the Maharashtra Electricity Regulatory Commission ("MERC"). |
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6. |
Correctness of meter. |
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7. |
To know and choose the electric service provider
upon fulfilling certain eligibility conditions Under Open Access
and implementation of retail competition. |
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| II. |
PROCEDURE FOR GETTING NEW CONNECTION
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Consumers have several rights, namely: |
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1. |
To receive application form(s) free of cost at any
of the offices of electricity distribution companies in their area
of supply. |
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2. |
To access the application form and format of the
agreement to be executed for obtaining new connections from the
website of the electricity distribution company in order to download
the electronic media version of the application form as well as
agreement format. |
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3. |
To know the status of their application and information
about the reasons of non-disposal or rejection thereof, personal
hearing, appeal and removal of deficiencies. |
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4. |
To receive a copy of the agreement after the same
has been executed for obtaining a new connection. |
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5. |
To receive prior intimation regarding the visit/
entry into their premises by an authorized representative of the
electricity distribution company in their area of supply. |
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6. |
To demand proof of identity from such
representatives of the electricity distribution company visiting
their premises. |
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7. |
To know the charges that the applicant
/ consumer has to pay to get the supply/new connection as per Schedule
of Charges approved by MERC. |
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8. |
To receive supply within the time provided
in the Electricity Act, 2003 ("EA 2003") read with the
Standards of Performance regulations notified by the MERC after
following the correct procedure as laid down in the Electricity
Supply Code notified by the MERC on payment of fees and charges
as per Schedule of Charges approved by MERC. |
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9. |
To receive the receipt of fees and charges
paid to the Distribution Licensee. |
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| III. |
SECURITY DEPOSIT
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1. |
It is the responsibility of consumer
to deposit security by way of cash/cheque/demand draft but in case
of consumer having monthly consumption not less than One Lac units
he has a right to opt for irrevocable letter of credit, or unconditional
bank guarantee issued by a scheduled commercial bank. |
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2. |
On payment of security deposit in cash
(including cheque / demand draft), consumers have the right to receive
interest, provided that the deposit amount (in cash) is Rs. 50 or
more. |
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3. |
Excess amount deposited by consumer towards
Security is refundable to the consumers with interest. |
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| IV. |
METERS
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1. |
The Energy meter measures the amount of Energy consumed,
Maximum Demand and other electrical parameters of tariff applicable
and is used by the electricity distribution company to determine
the monthly bill. Authorized representatives of the electricity
distribution company have the right to access the meter for the
purposes of installing, reading, repairing, replacing and testing
the meter |
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2. |
Consumers can purchase the meter from the electricity
distribution company or any supplier of meters as per the specifications
of the Central Electricity Authority. |
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3. |
Consumers have the right to get the meter tested
for accuracy upon making a request to the electricity distribution
company and upon payment of testing charges. Besides the testing
facility of the electricity distribution company, consumers have
the right to get the meter tested at such facility as may be approved
by the MERC. Consumers have the right to receive a copy of the meter
test report, which in any case should be provided within two months
from the date of request for testing. |
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| V. |
BILLING
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Consumers have the right to |
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1. |
Receive bills with such detailed particulars (including
due date for payment) as specified in the Electricity Supply Code
notified by the MERC at the intervals of at least once in every
two months in respect of consumers in town and cities and at least
once in three months in respect of all other consumers. A duplicate
copy of the bill may also be demanded in case of loss of the original
bill and to know the amount of the bill (including due date for
payment) on the spot from the office of the electricity distribution
company designated for the purpose. Consumers also have the right
to report non-receipt or loss of bill over telephone and to request
for the amount of the bill (including due date for payment) after
providing identity verification. |
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2. |
Demand from the electricity distribution company
an explanation of the basis of computation of the bill. |
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| VI. |
RIGHT TO RECEIVE NOTICE AND DUE PROCESS PRIOR TO
DISCONNECTION AND PROCEDURE OF RECONNECTION
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Consumers have a right |
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1. |
To receive minimum fifteen clear days' notice in
writing before disconnection under default of payment under section
56 of the Act. |
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2. |
To pay under protest an amount equal to the sum claimed
from him or the electricity charges due from him for each month
calculated on the basis of average charge for electricity paid by
him during preceding six months, whichever is less, pending disposal
of any dispute between him and the Distribution Licensee. |
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3. |
To receive thirty days notice in writing before disconnection
for failure to deposit required security amount under Section 47
of the Act. |
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4. |
To receive supply after removing cause(s) of the
disconnection by the consumer and obtaining the reconnection order
by paying the amounts due within a period stipulated in Standards
of Performance Regulations. |
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5. |
Right of prior notice is not available in cases where
the consumer's installation poses a danger to the health or safety
of other consumers or electricity supplier's employees or the public,
and in cases where the consumer is indulging in theft or unauthorized
use of electricity. |
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| VII. |
STANDARDS OF PERFORMANCE OF ELECTRICITY DISTRIBUTION
COMPANIES
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Certain standards of performance of the electricity
distribution companies are guaranteed under the Standards of Performance
regulations notified by the MERC. Consumers have a right to receive
service at such standards, some of which are provided below: |
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1. |
To receive supply at the voltage and frequency as
per Standards of Performance regulations notified by the MERC at
the point of supply. |
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2. |
To lodge a complaint to customer care centre and
get it rectified in case of |
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2.1 |
Failure of supply |
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2.2 |
Unsafe or dangerous condition (e.g. electric shock,
fire etc) of installation or distribution - transmission system. |
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2.3 |
Theft or unauthorized use of electricity. |
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Distribution Licensee shall take necessary actions
and ensure about remedy. |
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3. |
To have meter(s) read by the authorized representative(s)
of the electricity distribution company as per time schedule provided
in the Standards of Performance regulations notified by the MERC. |
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4. |
To seek change in name or change in tariff category. |
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5. |
To seek addition/reduction in contract demand/ sanctioned
load. |
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6. |
To seek closure of account. |
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7. |
To claim compensation on account of failure to maintain
Standards of Performance by the electricity distribution company. |
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| VIII. |
CONSUMER SERVICE CENTRE
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Consumers have a right to visit personally or to communicate
with the help of any medium of communication to consumer service
centres established by the electricity distribution companies to
get information or to lodge the complaint. The consumer service
centres will provide essential services including facility for payment
of bills. |
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| IX. |
COPIES OF CONSUMER RIGHTS STATEMENT, ELECTRICITY
SUPPLY CODE, STANDARDS OF PERFORMANCE REGULATIONS, TERMS AND CONDITIONS
OF SUPPLY, SCHEDULE OF CHARGES, TARIFF SCHEDULE
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Consumers have the right to demand copies of the above
documents on payment of reproduction charges (Consumer Right Statement:
will be free of cost), from consumer service centres, division office,
circle office, section office, ward office of the electricity distribution
company. Consumers also have the right to access above documents
from the website of the electricity distribution company in order
to download the electronic media version of the above documents. |
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| X. |
COMPLAINT HANDLING AND GRIEVANCE REDRESSAL
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Consumers have the right to have their grievances
redressed in accordance with the regulations notified by the MERC
under the provisions of Section 42(5) and (7) of the EA 2003. A
synopsis of the rights available to consumers is provided below:
|
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1. |
To demand from cash collection centres and offices
of the electricity distribution company copies of the rules and
procedures for redressal of grievances made by the electricity distribution
company as well as the regulations notified by the MERC under the
provisions of Section 42(5) and (7) of the EA 2003, by paying photocopying
charges. |
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2. |
To know from the electricity distribution company
the postal and street address, the phone and fax number and, if
available, electronic mail address of the Internal Grievance Redressal
Cells ("IGR Cells"), Consumer Grievance Redressal Forums
("Forums") and Electricity Ombudsman. |
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3. |
To know from the electricity distribution company
- |
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|
3.1 |
the manner and the form in which a grievance may be made to the
IGR Cells; |
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3.2 |
the assistance available from and the duties of the IGR Cells; |
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3.3 |
the assistance available from the Forums; |
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3.4 |
all remedies in law available regarding an act or failure to
act in respect of a right or duty conferred or imposed on the electricity
distribution company by the EA 2003 or Regulations, as the case
may be, including the manner of filing an appeal to the Electricity
Ombudsman; |
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3.5 |
any additional rules, procedures or circulars made or issued
in relation to the regulations notified by the MERC under the provisions
of Section 42(5) and (7) of the EA 2003. |
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| XI. |
CHOICE OF SUPPLIER
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Consumers in some areas fulfilling the eligibility
conditions specified in the Distribution Open Access regulations
made by MERC under Section 42(4) of EA 2003, have the opportunity
to choose the company that supplies their electricity, while the
duties of the local electricity distribution company with respect
to such supply shall be of a common carrier providing non-discriminatory
open access with the duty to maintain the poles and the wires connected
to the premises. There are certain rules and regulations that consumers
should refer when selecting an alternative supplier. For more information
contact the local electricity distribution company or visit www.mercindia.org.in |
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"This Statement has been approved by MERC on
August 1, 2006 |
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MORE INFORMATION
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For the rules which electricity distribution companies
are required to follow and for more information, consumers should
contact the local electricity distribution company in their area
of supply. For information specific to your service area, visit
the company web sites listed below or write to Managing Director
/ General Manager of the electricity distribution company at the
address mentioned below. |
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Maharashtra State Electricity Distribution Company
Limited
www. mahadiscom.in
Tata Power Company Limited
www.tatapower.com
Reliance Energy Limited
www.rel.co.in
Brihanmumbai Electric Supply and Transport Undertaking
www.bestundertaking.com
Mula Pravara Electric Co-operative Society
Not Available.
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Addresses of the Managing Director / General Manager
of the Electricity Distribution Companies:
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The Managing Director,
Maharashtra State Electricity Distribution Co. Ltd.,
Prakashgad, Bandra (East),
Mumbai 400 051.
The Executive Vice Chairman,
Reliance Energy Limited,
Reliance Energy Centre,
Santacruz (East), Mumbai 400 055.
The General Manager,
BEST Undertaking,
BEST Bhavan, BEST Marg,
Fort, Mumbai 400 001.
The Managing Director,
Tata Power Company Ltd.,
Bombay House,
24, Homi Modi Street,
Fort, Mumbai 400 001.
The Managing Director,
Mula Pravara Electric Co-op. Society Ltd.,
Shrirampur 413 709
Taluka Shrirampur,
District Ahmednagar.
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Note: |
As this statement is common for all utilities the term 'Electricity
Distribution Company' has been used in generic manner. Distribution
Licensees shall keep website address and address of Managing Director
/ General Manager and address of concerned officer applicable for
them only on their booklet. |
