HP Electricity Board Lighting Up Consumers’ Lives

Shimla, Aug 28 Ritanjali Hastir

Like it is said that every problem is a gift as without them we would never grow, Himachal Pradesh State Electricity Department too took up the challenge of making the life of its customers easy by brining various schemes and facilites at the door steps.

There was time when ignorance was a bliss but now for consumers knowledge is the ultimate source of libration especial in cotext to Electricity connects and other related services.

Various Regulatory provisions to provide different services / facility to Electricity  Consumer of Himachal Pradesh

• Release of new Connections and shifting of service connection:-

•   Applicant can apply online to avail new connection through website of HPSEBL. However, in case an applicant applies for electricity connection by submitting the application form with supporting documents in physical form to the concerned Sub-division of HPSEBL, it will be the responsibility of the concerned Sub-division to upload these documents on the website of HPSEBL.
• For the new connections covered under single part tariff i.e sanctioned connected load/contract demand equal to or less than 20 kW/ kVA including domestic categories of Consumers only two mandatory documents are required, namely-(1) identity proof (i.e. Passport, Aadhar Card, voter card etc.) of the applicant; and (2) proof of applicant’s ownership or occupancy over the premises for which new connection is being sought, apart from the Application & Agreement form and test report. The HPSEBL cannot ask for any other document for this category.
• The HPSEBL is bound to provide a new connection, within 15 days in Urban areas, within 20 days in rural areas and 30 days in remote areas, from the date of completion of all codal formalities required under the Supply Code and where no extension of distribution line(s), Sub-station(s) is required. However, in cases where the extension of distribution line(s), new Sub-stations etc. are required to release the connection, the Commission has fixed the timelines in the Supply Code.

(v) A Consumer can shift his service connection to his other premises  with certain conditions which have also been mentioned in Himachal Electricity Supply Code, 2009.

• Online Facility :-
•  Online submission of application forms for new connections / additional load and their acknowledgement, application tracking mechanism, issue of demand notices and online payments of charges mentioned in the demand notice through web-portal and mobile app.
• Facility for delivery of bills through email and intimation of the same through SMS, payments of the same through website and mobile app.
• Intimation through sms or e-mail to Consumer for his presence in case the existing energy meter is removed by the HPSEBL for testing either on request of the Consumer or inspection by the HPSEBL.
• For single part tariff Consumers, the bills shall be uploaded immediately on the website but not later than 3 days and for Consumers covered under two part tariff, the same shall be issued immediately through e-mail with intimation through sms.

• Display of information on website of the HPSEBL :-
•  Tariff for all categories of Consumers with changes made in the retail tariff orders from time to time, within 7 days, from the issue of tariff order by the Commission.
• Detailed procedure for grant of new connections, load reduction/ enhancement, disconnection, reconnection etc.
• Detail of its field offices where the application forms can be submitted.
• Documents required with application form for new connection alongwith applicable charges.
• The list of meter manufacturers and their authorized vendors from whom the Consumers can purchase the tested and sealed meters for new connections.
• Detail of third party agencies approved by the Commission for testing of defective/challenged energy meter in case the Consumer is not satisfied with the testing carried out by the HPSEBL.
• The billing and payment history of the Consumers for one year.

(D)  Facility for Senior Citizens and Physically Challenged Citizens :-

 The HPSEBL shall also provide suitable arrangements like separate queue, sufficient seating arrangement etc. for senior citizens and physically challenged citizens who may visit the HPSEBL’s office(s). The HPSEBL shall also provide all services such as application submission, payment of bills etc. to the senior citizens and physically challenged citizens, covered under single part tariff, at their door-steps. The HPSEBL shall depute its officials to visit the premises of such citizen within two days in case of urban area and within five days in case of rural area, after ascertaining the convenience of such citizen about the time of visit to his / her premises.

(E) Installation of smart meters :-

 The Commission has directed the HPSEBL to submit a comprehensive road map for providing smart pre-payment meter or prepaid meters, separately for new connection and for replacement of existing meters, in a phased manner by taking into account the timeliness/targets, priorities fixed by the Central/State Government. Such road map shall also contain the mode of recovery from the Consumers by taking into account the financial assistance available for such purpose from the Central/State Government.

• Testing and replacement of defective / burnt energy meters :-
•  In case the Consumer files a complaint to HPSEBL related to defective/burnt energy meter, the HPSEBL shall undertake the testing of such meter for which no fee shall be charged initially. However, in case it is found that the reasons for the same are attributable to the Consumer, in such case, the HPSEBL, shall recover the cost of new meter alongwith testing fees in the subsequent bills.  However, if the Consumer is not satisfied with the testing carried out by the HPSEBL, there is also a facility to arrange the testing of such meter by such Consumer through third party agencies as approved by the Commission and shall be available on the website of the HPSEBL.
• Either on Consumer’s complaint or upon inspection by the HPSEBL, if the meter is prima facie found to be defective or burnt or stolen not due to the reasons attributable to the consumer, the HPSEBL shall restore supply through a new meter at its own cost and non-availability of meter shall not be a reason for delay in restoration of supply for which the HPSEBL shall ensure the adequate availability of stock of meters. However, in case it is established that such meter has become defective/burnt due to the reasons attributable to the Consumer, the HPSEBL can recover the cost of such meter from the Consumer.

• Reading and delivery of Electricity Bills :-
• The HPSEBL shall issue the bills on actual meter reading, except in force majeure condition or any other extraordinary situation beyond the control of the HPSEBL.
• In case a Consumer covered under single part tariff does not receive bill, he may make provisional payment on the basis of self assessment. In such a case, the HPSEBL shall not issue notice for disconnection on account of non-payment and the late payment surcharges shall be applicable only for the deficit amount and in such cases for the excess or deficit payment made in case of self assessment by the Consumer, the HPSEBL shall effect the adjustment of the excess or deficit amount, as the case may be, in the electricity bills of the immediately succeeding months.

• Payments of Electricity Bills :-
• The Bills amounting to more than Rupees five thousand shall be paid online or in case of domestic Consumers, by depositing local cheque at the collection centres. However, in exceptional cases for rural areas, the in-charge of concerned Sub-division may accept the payment in cash upto an amount of Rupees seven thousand. However, for payment of bills not exceeding Rupees five thousand in case of single part tariff, the cheque may be dropped in the drop boxes provided at different locations/centres of the respective Sub-division of HPSEBL.
• The HPSEBL shall ensure adequate publicity of the addresses/ locations and working hours of the collection centers including those of the banks where Consumers can make payments.
• In addition to online facility, the HPSEBL shall establish sufficient number of collection centres at suitable locations with necessary facilities where Consumer can deposit the billed amount with ease and the HPSEBL shall also provide drop boxes at suitable locations separately for each Sub-division where the Consumers having bills upto Rupees five thousand, can drop Cheques / Bank Drafts towards payment of their bills.

(I)  Rebate to make advance payment for electricity bills :-

Rebate for those Consumers who make advance payments for their consumption has also been provided in the Supply Code.

(J)  Permanent Disconnection on request :- 

 The provisions for permanent disconnection of supply on request made by the Consumer, last reading of meter & its billing, payment of bill or adjustment of security deposit amount and refund of security deposit amount have also been included in the Supply Code. In such cases the NOC shall be issued by the HPSEBL, within seven days to such Consumer, from the date of payment of balance dues and adjustment of security deposit.

(K)  Non-Compliance of Timelines :-

• Timelines have been fixed to provide the various services related to supply of electricity by HPSEBL and any non compliance of these timelines will attract the penalty on per day basis to HPSEBL which has been provided in the ‘Schedule’ to the Himachal Pradesh Electricity Regulatory Commission (Distribution Performance Standards )(Second Amendment) Regulations, 2022.

A copy of the specified standards is available on the website of the Commission www.hperc.org.as well as at the website of the HPSEBL www.hpseb.com.  Complaints pertaining to such consumer related services are indicated as under

• Fuse off/Fault Calls
• Over head Line and Cable/Under-ground cable
• Replacement of Damaged Service Line/Wire.
• Replacement of Failed Distribution Transformers.
• Testing and checking for correctness of Energy Meters.
• Defective/Stopped/Burnt Meters/Metering
• Equipment Replacement.
• Shifting of Energy Meters/Service
• Lines/Transformers.
• Voltage Problems.
• Change in Contract Demand.
• Consumer Bills
• New Connections/Additional Load.
• Installation of Rooftop Solar PV by the Eligible Consumers.
• Transfer of Ownership and Change of Category.
• Disconnection/Reconnection of Supply.
• Power Availability Certificate.
• Temporary Supply of Power
• The HPSEBL shall also evolve and implement, in a phased manner a mechanism under which it shall, in case of default in meeting performance standards relating to the consumer related services, provide compensation voluntarily, within a period of sixty days from the date of such default, at the rate(s) specified in the ‘Schedule’ to the Himachal Pradesh Electricity Regulatory Commission (Distribution Performance Standards )(Second Amendment) Regulations, 2022 without waiting for the claim from the consumer in this regard.
• In cases where the compensation for default in case of any parameters as mentioned above is not paid, or reflected in the bills automatically within the specified timelines and subsequently the same is accepted on the basis of the claim made by the aggrieved person to HPSEBL, the amount of compensation shall not be less than 130% of that worked out at the minimum rate(s) specified in the said Schedule. Further in case such claim in respect of any such services is not accepted by the HPSEBL (i.e. even after filing of the claim by the claimant) but is subsequently upheld by the Consumer Grievances Redressal Forum or the Electricity Ombudsman, as the case may be, in accordance with the provisions of the Himachal Pradesh Electricity Regulatory Commission (Consumer Grievances Redressal Forum and Ombudsman) Regulations, 2013 as amended from time to time, the amount of compensation shall not be less than 200% of that worked out at minimum rate(s) of compensation specified in the said Schedule.
• The Commission has also directed the HPSEBL to create an online facility latest by 30^th September, 2022 where the claimant may register and claim the compensation amount. The HPSEBL shall widely circulate the information in this regard through appropriate means, including mass media, bills, SMS, uploading on HPSEBL’s website and emails etc.

(L)  Registration of Complaints and Resolution Mechanism

Any complaint related to electricity supply can be registered to HPSEBL and Consumer Redressal Forum established by HPSEBL for redressal of Consumer’s complaints. The three Tier Grievances Redressal Mechanism are as under :-

TIER –I (INTERNAL GRIEVANCE REDRESSAL CELL OF HPSEBL)

            TIER-II (CONSUMER GRIEVANCES REDRESSAL FORUM)

If the HPSEBL fails to register the grievance(s) or fails to resolve the same to the satisfaction of the consumer(s) in accordance with the Distribution Performance Standards, or any other relevant Regulations duly specified by the Commission, she/he can approach Consumers Grievances Redressal Forums to redress the grievance.  The Complainant can also approach the Consumer Grievances Redressal Forums (CGRF) directly without exhausting the Internal Grievance  Redressal Channels set up by HPSEBL. The HPSEBL has established the Consumer Grievances Redressal Forums at each Circle level as well as at State Level, which are as under :-

(a) Operation Circle Level Consumer Grievances Redressal Forum

The Operation Circle Level Forum shall redress the following nature of complaints of consumers :-

• All types of complaints, whether monetary or non-monetary for consumers covered under Single Part Tariff.
• All types of complaints, whether monetary or non-monetary, covered under two part retail tariff, where the amount of dispute/claim does not exceed Rs.Two lakh in each case and the standard supply voltage does not exceed 22 kV.

(b) State Level Consumer Grievances Redressal Forum :

All complaints of consumers not falling under the jurisdiction of the Operation Circle Level Consumer Grievances Redressal Forums shall be filed before the State Level Consumer Grievances Redressal Forums. The address of State Level Consumer Grievances Redressal Forum is as under :-

Consumer Grievances Redressal Forum

Block No. 8, Top Floor, SDA Complex,

Kasumpti, Shimla-171009.

E-mail :- cgrfhp@gmail.com

Note :- CGRFs do not have jurisdiction to adjudicate on matters related to assessment in relation to unauthorized use of electricity, appeal against the assessment, theft of electricity, power to adjudicate, Compounding of offences, Notice of accidents and inquiries etc. which fall u/s 126,127,135,139,143,152 & 161 of the Electricity Act, 2003.

 TIER – III (OMBUDSMAN)

If the grievance of the consumer is not redressed within the specified period or if the consumer is not satisfied with the order of Operation Circle Level CGRFs and the State Level CGRF established at Shimla or if the consumer is aggrieved by the non-implementation of orders of Operational Circle Level CGRF and the State level CGRF, Shimla, he/she can file representation before the Electricity Ombudsman. The address & contact details of the Ombudsman are as under :

The Electricity Ombudsman, Sharma Dadan, Behind Keonthal Commercial Complex, Khalini, Shimla-171002

Contact No. : 0177-2624525

E-mail                : Ombudsmanelectricity.2012@gmail.com

Non-implementation of the orders by the HPSEBL shall be deemed to be a violation of the HPERC (Consumer Grievances Redressal Forum and Ombudsman) Regulations, 2013 and shall be liable for appropriate action by HP Electricity Regulatory Commission under section 142 and 149 of the Electricity Act, 2003.

Note :–   The detail is also available on HPERC website under the heading ‘RIGHTS OF ELECTRICITY CONSUMERS’.

(M)  Regulatory Provisions under process in HPERC

• Provisions related to installation of Roof Top Solar projects

Highlights of the provisions:-

The existing consumer i.e who consumes electricity from the grid can also inject electricity into the grid of HPSEBL, using same point of commencement of supply (also called a Prosumer). The HPSEBL shall, as far as possible, process all such applications in online mode as a part of web based application processing system evolved, or to be evolved, by the HPSEBL  for the Prosumers. Even where the applications are received in physical form, the same shall be uploaded on the web based application system by the Distribution Licensee for online processing. The different arrangements are as under :-

• Net metering
• The rooftop solar system upto capacity of 50 kWp may be installed under this arrangement.
• Under this arrangement, the solar energy generated from the rooftop solar system, installed at premises of the eligible Prosumer, is used by the Prosumer in his premises and the surplus energy, if any, is delivered to the Grid. The surplus energy shall be carry forwarded from one billing period to the subsequent billing period(s) and at the end of the financial year (settlement period), the surplus energy, if any, shall be paid to the consumer under this arrangement.

• Net billing

Under this arrangement the energy generated  from the rooftop solar system installed  by an eligible Prosumer at his premises is partially/fully used by him and the balance is exported/imported to/from the Grid. Under this arrangement, the energy imported and exported from/to the Grid shall be recorded separately through suitable net billing meter and the energy import and export so recorded for a billing period shall be accounted for at two different tariffs i.e. energy imported from the grid shall be billed at applicable retail tariff and energy generated from the solar system shall be paid to the prosumer at a rate determined by the Commission.

• Group metering

Under this arrangement the energy injected into the Grid from the rooftop solar system installed by a group of the participating consumers shall be recorded through the gross meter and the energy so received by the HPSEBL shall be credited, after deducting its charges, related to usage of its distribution system in kind, to the accounts of the participating consumers.

• Gross metering

Under this arrangement the total solar energy generated from rooftop solar system of a Consumer and the total energy consumed by the Consumer are accounted separately through appropriate metering arrangements and for the billing purpose, the total energy consumed by the Consumer is accounted at the applicable retail tariff and total solar power generated is accounted for as per the mechanisms under other Regulations of the Commission prevalent from time to time.

(b)   Provision related to payment of Compensation in case of death occurred due to an electrical accident

Highlights of the provisions:-

• All the generating stations within Himachal Pradesh, Himachal Pradesh Electricity Board Limited and Himachal Transmission Corporation limited have been covered to pay compensation to victims affected due to electrical accidents.
• Compensation for loss of human and Animals life caused due to an electrical accident
• Compensation to a person/victim injured due to an electrical accident
• Provision to pay immediate relief, within 3 working days, to the victim based on FIR and postmortem Report in case of loss of human life and certificate of hospitalization from the concerned medical Authority of the State Government or/medical prescription slip in case of injury of a person.