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Performance Standards
Category: Customers
Notification of KSERC
Abstract
| Sl. No. | Nature of Service | Standards of Performance (Indicative maximum time limit for rendering service) | |
| 1 | Normal fuse-off calls | Urban | Within 6 hours of recording of complaints |
| Town | Within 8 hours of recording of complaints | ||
| Difficult | Within 10 hours of recording of complaints | ||
| 2 | Line Breakdowns | Urban | Within 8 hours of recording of complaints |
| Town | Within 12 hours of recording of complaints | ||
| Difficult | Within 16 hours of recording of complaints | ||
| 3. | Under ground cable | Urban | within 24 hours from the time of occurrence of breakdown |
| Town | within 48 hours from the time of occurrence of breakdown | ||
| Difficult | within 48 hours from the time of occurrence of breakdown | ||
| 4. | Distribution Transformer Failure | Urban | Within 24 hours of reporting of failure of transformers |
| Town | Within 36 hours of reporting of failure of transformers | ||
| Difficult | Within 48 hours of reporting of failure of transformers | ||
| 5 | Period of Scheduled outages | ||
| Maximum duration in a single stretch | Not to exceed 10 hours | ||
| 6 | Meter complaints | ||
| Inspect and check correctness except replacement | Within 5 days | ||
| Replace slow, creeping or stuck ordinary meters | Within 7 days | ||
| Replace defective CT meter | Within 30 days of receipt of complaint | ||
| 7 | Application for new connection / additional load | ||
| Release of supply where service is feasible from existing line without system deviation (Weather proof connection only) | As specified in Kerala Electricity Supply Code Regulations, 2014 | ||
| Release of supply where extension of line, network expansion / enhancement required for providing connection | As specified in Kerala Electricity Supply Code Regulations, 2014 | ||
| 7 | Erection of substation for release of supply | As specified in Kerala Electricity Supply Code Regulations, 2014. Applicable for those who have remitted cost as per Section 46 of the Electricity Act, 2003. | |
| 8 | Transfer of ownership and change of category | As per Kerala Electricity Supply Code Regulations, 2014 | |
| 9 | Conversion of LT single phase to LT three phase service connections | As per Kerala Electricity Supply Code Regulations, 2014 | |
| 10 | Conversion from LT to HT | As per Kerala Electricity Supply Code Regulations, 2014 | |
| 11 | Resolution of complaints on consumer's bills | As per Kerala Electricity Supply Code Regulations, 2014 | |
| 12 | Reconnection of supply following disconnection | As per Kerala Electricity Supply Code Regulations, 2014 | |
| 13 | Refund of deposits | As per Kerala Electricity Supply Code Regulations, 2014 | |
| For item no. 1, 2 and 3, 6 pm to 8 am on the next day will not be considered as delay for calculation. | |||
| Sl. No. | Nature of Service | Standards of Performance (Indicative maximum time limit for rendering service) | |
| 1 | Normal fuse-off calls | Urban | Within 6 hours of recording of complaints |
| Town | Within 8 hours of recording of complaints | ||
| Rural | Within 24 hours of recording of complaints | ||
| Remote / Hilly | Within 36 hours of recording of complaints | ||
| Punja | Within 48 hours of recording of complaints | ||
| 2 | Line Breakdowns | Urban | Within 12 hours |
| Town | Within 16 hours | ||
| Rural | Within 24 hours in all cases | ||
| Remote / Hilly | Within 36 hours in all cases | ||
| Punja | Within 48 hours in all cases | ||
| 3 | Distribution Transformer Failure | Urban | Within 24 hours of reporting of failure of transformers |
| Town | Within 38 hours of reporting of failure of transformers | ||
| Rural | Within 48 hours of reporting of failure of transformers | ||
| Remote / Hilly | Within 60 hours of reporting of failure of transformers | ||
| Punja | Within 60 hours of reporting of failure of transformers | ||
| 4 | Period of Scheduled outages | ||
| Maximum duration in a single stretch | Not to exceed 12 hours | ||
| Restoration of supply | By 9 pm on any day | ||
| 5 | Meter complaints | ||
| Inspect and check correctness | Within 30 days | ||
| Replace slow, creeping or stuck meters | Within 30 days | ||
| Replace burnt meters if cause not attributable to consumer | Within 7 days of receipt of complaint | ||
| Replace burnt meters in all other cases | Within 48 hours of payment of charges by consumer | ||
| 6 | Application for new connection / additional load | ||
| Release of supply where service is feasible from existing line without system deviation (Weather proof connection only) | Within one month of receipt of application in complete shape and remittance of CD and connection charges. | ||
| Release of supply where extension of line, network expansion / enhancement required for providing connection | As specified in Kerala Electricity Supply Code Regulations, 2005 | ||
| 7 | Erection of substation for release of supply | As specified in Kerala Electricity Supply Code Regulations, 2005. Applicable for those who have remitted cost as per Section 46 of the Electricity Act, 2003. | |
| 8 | Transfer of ownership and change of category | Within 14 days of receipt of application in complete shape | |
| 9 | Conversion of LT single phase to LT three phase service connections | Within 30 days from the date of payment of charges if no additional line or substation is involved | |
| 10 | Conversion from LT to HT | As per Kerala Electricity Supply Code Regulations, 2005 | |
| 11 | Resolution of complaints on consumer's bills | ||
| If no additional information is required | Within 24 hours of receipt of complaint | ||
| If additional information is required | Within 7 days of receipt of complaint | ||
| 12 | Reconnection of supply following disconnection | Within 24 hours | |
| 13 | Payment of Exgratia in case of electric accidents | ||
| If it is established that accident is not due to the fault of the victim | Within 30 days without waiting for the report from CEIG | ||
| In other cases | Within 30 days after receipt of report from CEIG | ||
| 14 | Refund of deposits | Within 60 days after receipt of request and deposit receipt | |
| In case KSEB fails to achieve the above standards, consumers are eligible for payment of compensation @ Rs. 10/- for item no. 5, Rs. 25/- for item nos. 1, 2, 3, 4 and 11, Rs. 50/- for item no. 6, 8, 9, 10 12, 13 and 14 and Rs. 100/- for item no. 7. | |||
| For item no. 1, 2 and 3, 6 pm to 8 am on the next day will not be considered as delay for calculation of compensation. | |||
