Complaint
Handling and Redressal Standards
KARNATAKA ELECTRICITY REGULATORY COMMISSION
BANGALORE
COMPLAINT HANDLING and Redressal Standards
RELATING TO DISTRIBUTION AND SUPPLY of power
(Standards of Performance)
This “
Complaint Handling and Redressal Standards relating to Distribution and
Supply of Power (Standards of Performance)” is to be adopted by the
Licensee i.e., K.P.T.C.L. with effect from such date as may be notified
by the Commission.
1. Nature of complaints, Redressal Standards (Indicative maximum Time
limit for rendering service), primary responsibility centre where
complaint has to be lodged and attended, next higher authority is as per
tabulation given below. The Licensee’s motto should be to render the
service with least possible time delay.
|
Sl.No. |
Nature of Complaint |
Redressal Standards
(Indicative maximum Timelimit for rendering service) |
Primary responsibility
centres where to lodge complaint and for redressal |
Next higher authority |
|
I |
Failure of Power
supply due to: - |
|
|
|
|
1 |
Fuse off Call at
aerial cutouts / Sealable cutouts
(a) Towns and Cities
(b) Rural area |
a) 4 Hoursb)
24 Hours |
CCCD (Central Consumer
Complaints Division) / Service station of the Sub Dvn / A.E.
(O&M)/J.E. (O&M)/ Section Officer/Line Man in the Lineman camp |
AEE (El) of the
Sub-dvn. |
|
2 |
Snapping of Wire (a)
Towns and Cities |
a)
i) De-energisation in case it is not de-energised
automatically,immediately on receipt of the information.
ii) Restoration of
power supply
within 6 hrs. |
CCCD / Service station
of the Sub Dvn / A.E. (O&M)/J.E. (O&M)/ Section Officer/Line Man
in the Lineman camp |
AEE (El) of the
Sub-dvn. |
|
