Govt seeks comments on draft rules for rights of electricity consumers

• It is imperative to identify the key services, prescribe minimum service levels and standards with respect to these services and recognise them as rights of consumers, said the Ministry of Power

• The draft shall be finalised after taking into account all the suggestions received and issued

New Delhi: The Ministry of Power has drafted rules providing for rights of electricity consumers for the first time and has also sought comments, suggestions from them until September 30. "Electricity consumers are the most important stakeholders in the power sector. The sector exists because of them. Having provided access to electricity to all citizens, it is now important to focus on consumer satisfaction. For this, it is imperative to identify the key services, prescribe minimum service levels and standards with respect to these services and recognise them as rights of consumers," said an official release from the ministry.

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According to the ministry, the main features of the draft are:

•Reliability of service: SERCs to fix average number and duration of outages per consumer per year for DISCOMs.

•Timely and simplified procedure for connection: Only two documents for connection up to load of 10 kw and no estimation of demand charges for loads up to 150 kw to expedite giving connection.

•Time period of not more than 7 days in metro cities, 15 days in other municipal areas and 30 days in rural areas, to provide new connection and modify existing connection.

•2 to 5% rebate on serving bills with delay of sixty days or more.

•Option to pay bills in cash, cheque, debit cards, net banking etc but bills of Rs. 1000 or more to be paid online.

•Provisions related to disconnection, reconnection, meter replacement, billing, payment, etc.

•Recognition to the emerging category of consumers known as "Prosumers". Persons who are consumers and have also set up a rooftop units or solarised their irrigation pumps. They will have right to produce electricity for self-use and inject excess in the grid using same point of connection up to limits prescribed by the SERC.

•Compensation / penalties for delay in service by DISCOMs; compensation to be automatic as far as possible, to be passed on in the bill.

•24×7 toll free call centre, web-based and mobile applications for common services like new connection, disconnection, reconnection, shifting of connection, change in name and particulars, load change, replacement of meter, no supply, etc with facilities for sms/email alerts, online status tracking and auto escalation.

•Consumer Grievance Redressal Forum with 2-3 representatives of consumers at various levels starting from Sub-division for ease of consumer grievance redressal.

Comments can be sent in up to September 30

Draft Rules have been circulated by the Ministry of Power on September 9, seeking comments/views/suggestions of consumers up to September 30. They shall be finalised after taking into account all the suggestions received and issued, said the ministry.

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