Overall Performance Standards Relating to Distribution and Retail Supply

1. These standards set by the Orissa Electricity Regulatory Commission may be called Overall Performance Standards related to Distribution and Retail Supply. These have been framed with reference to Section 34(1) of the Orissa Electricity Reform Act, 1995 read with Condition 17 of the Orissa Distribution & Retail Supply Licence of 1997 (No.1/97). The overall standards set herein specify levels of performance which the Licensee is required to achieve.

2. The specific service areas covered under the overall performance standards are:

   1. Restoration of Supply

   2. Correction of voltage variations beyond limits of declared voltage.

   3. Providing new connections to

   1. Domestic Consumers

   2. Commercial consumers

   3. Agricultural Pumps.

   4. Industrial consumers with demand up to 22 KVA

   4. Reconnection of Supply

   1. Domestic/Commercial

   2. Agricultural Pumps

   3. Industrial L.T (230V/400V supply)

   5. Installation of meters in unmetered connections.

   6. Replacement of meters (applicable only where meters are owned by Licensee)

   7. Testing of meters (applicable only where meters are owned by Consumers)

   8. Electrical Accidents

3. Restoration of supply with in 3 hours
   The Licensee shall restore supply within 3 hours of fault in 50% of the cases. This shall not apply to scheduled outages and outages under Force Majeure Conditions.

4. Restoration of Supply within 24 hours
   The Licensee shall restore supply within 24 hours of fault in 80% of the cases. This shall not apply to scheduled outage and outages under Force Majeure Conditions.

5. Correction of Voltage variations beyond limits of declared voltage
   The Licensee shall bring Voltage variations within limits of declared voltage within 15 (Fifteen) working days of complaint in 60% of the cases.

6. Providing new connection to Domestic Consumers
   The Licensee shall process and provide new connections to Domestic consumers with in 40 working days of date of application in 85% of the feasible cases. The period excludes delay on the part of the applicants in meeting statutory requirements and in deposit of estimated connection charges.

7. Providing new Connection to Commercial Consumers
   The Licensee shall process and provide new connections to commercial consumers within 40 working days of date of application in 85% of the feasible cases. The period excludes delay on the part of the applicants in meeting statutory requirements and in deposit of estimated connection charges.

8. Providing new connection to Agricultural Pumps
   The Licensee shall process and provide new connections to Agricultural Pumps within 60 working days of date of application in 85% of the feasible cases. The period excludes delay on the part of the applicants in meeting statutory requirements and in deposit of estimated connections charges.

9. Processing new connections to Industrial consumers with Demand up to 22 KVA
   The Licensee shall process and provide new connections to Industrial consumers with Demand up to 22 KVA within 90 working days in 85% of the feasible cases. The period excludes delay on the part of the applicants in meeting statutory requirements and in deposit of estimated connection charges.

10. Reconnection of Supply to Domestic/Commercial Consumer
    The Licensee shall reconnect supply if disconnected for non-payment of Electricity charges as billed, in 80% of cases within 24 (Twenty four) hours of production of proof of payment where period of disconnection of supply does not exceed two months.

11. Reconnection of Supply to Agricultural Pumps
    The Licensee shall reconnect supply, if disconnected for non-payment of electricity changes as billed in 80% of cases within 48 (Forty eight) hours of production of proof of payment where period of disconnection of supply does not exceed two months.

12. Reconnection of supply to Industrial Consumers supplied at 230V/400V
    The Licensee shall reconnect supply, if disconnected for non-payment of electricity charges as billed, within 24 hours of production of proof of payment in 80% of the cases where period of disconnection of supply does not exceed two months.

13. Installation of Meters in unmetered connections
    The Licensee shall instal correct meters in 40% of unmetered connections during a year.

14. Replacement of meters (applicable only where meters are owned by Licensee)
    The Licensee shall replace 40% of faulty meters during a year.

15. Testing of meters (applicable only where meters are owned by consumer)
    The Licensee shall arrange to test the meter belonging to any consumer according to procedures laid down in relevant Indian Standards, within 15 (fifteen) working days of receipt of necessary Testing Fees from the consumer, in 60% of the cases.

16. Electrical Accidents
    The Licensee shall endeavour to minimise electrical accidents in the Distribution System. Increase/Decrease in number of electrical accidents compared over a period of time will he an indicator of the Licensee's performance.

17. The Licensee shall supply within three months of the end of every financial year, the information with respect to the levels of overall performance achieved with regard to the above standards. Thereafter, the Commission shall arrange for publication of the information in such form and in such manner as it considers appropriate.