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CUSTOMER CHARTER

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Contact Information / Format References

Customers’ Complaints – Redressal Standards

Every customer of KPTCL has a right to expect good service. Make a complaint to the appropriate authority and get redressal within the time stipulated in this Charter.

If you are not heard with courtesy and if your grievance is not redressed promptly, do write to the Executive Engineer of the Division with details.

Customer Complaints – Service Standards **

Please lodge a complaint when

Only your home / installation has no power.
Your entire apartment has no power.
Your area has no power.
Sparks from the transformer.
Voltage fluctuations.
Line is sagging.
Tree branches are touching a line.
Construction too close to a line.
Meter not recording properly.

An illustrative list is given below :

S.No	Nature of complaints	Lodge complaint at		Mode format no.	Time Standard for Redressal
1	Interruption / failure of Power supply due to :
	a) Fuse failure in meter board	CCCD*, Zonal Service Station AE (O&M)/JE/AE(Tech.)		Over Telephone or in Person Form-D	2 hours in Cities and Towns 24 hours Rural Areas.
	b) Faulty connection in the mains(Pole)	CCCD* , Zonal Service Station AE (O&M)/JE/AE(Tech.)		Over Telephone or in person Form-G	Power supply to be resumed temporarily in city areas within 24 hours subject to rectification of cable fault within 7 days. Rural Areas 48 hours.
	c) Power failure in your area on account of faulty Distribution Transformers	CCCD* , Zonal Service station AE (O&M)/JE/AE(Tech)		Over Telephone or in Person Form-H	Bangalore city, Other City Corporations, District Taluk Head Quarters within 24 hours. Small Towns within 48 hours, Villages(Residential) within 72 hours , (Non-Residential) within 7 days
* CCCD Central Customer Complaints Division
	d) Failure of lines feeding Distribution Transformer Lines	Zonal Service station AE(O&M)/JE/AE(Tech.)			Urban Areas 6 Hours Rural Areas 24 Hours
	e) Major Breakdowns like Failure of Transmission Lines, Power Transformers.	Zonal Service Station AE(O&M)/JE/AE(Tech.)			10 hours subject to system constraints.
2	Meter problems :
	a) Meter Burnt out and Power Supply affected.	Zonal Service Station AE(O&M)/JE/AE(Tech.)		Over Telephone or in Person Form-F	Within 24 hours. The cost of energy meter will included in the next bill.
	b) Meter not Recording or Direct Connection Installations.	Zonal Service Station AE (O&M)/JE/AE(Tech)		Over Telephone or in Person Form-F	Replacement within 7days(urban) / 10 days (Rural)
	c)Removal of Meters at the request of the Customer.	Soujanya/ AE(T)/AAO		In Person on Plain Paper	15 days
3	Voltage Complaints	CCCD, Zonal Service Station AE (O&M)/JE/AE(Tech.)		Over Telephone or in Person Form-E	Response time within 7 days. Local problems redressal within 15 days. System upgradation within 6 months.
4	a) Verification of bills.				Redressal within 3 days
	b) Verification of meters and meter reading.	AAO/Soujanya Counter		In writing or in person , Form A	7 days Urban / 10 days Rural
	c) Wrong Appl of Tariff.				7 days urban / 10 days Rural
5	Non-receipt of bills, First Bill, issue of duplicate Bill.	AAO / Soujanya Counter		In writing or in person , Form A	3 days
6	Disconnection & Reconnection.	AAO AE-O&M		In person In person or over phone	Response Redressal – 3 days.
7	Issue of Certificates.	AE(tech.) AAO		In person In writing	10 days
8	Refund of Deposit.	AE(tech.) AAO		In person In writing	60 days
9	Withdrawal of demand and Refund.	AE(tech.) AAO		In person In writing	60 days
Customer complaints – service standards Miscellaneous Problems**
S.No	Nature of complaints		Lodge complaint at	Mode format No.	Time Standard for Redressal
1	Delay in New connections		AE(Tech.) Soujanya Counter	In person In person or over phone	Response within - 7 days
2	Attending to Street Lights		Zonal Service Station, CCCD, JE Street Lights	In writing, In person or over Phone or Form-C	7 days(R)
3	Tree Trimming		Zonal Service Station, AE-O&M/JE CCCE	In person or over phone, in writing , Form-C	7 days
4	General problems like Area complaints etc.		CCCD Zonal Service Station, AE(Tech)/AE(O&M)/ JESoujanya Counter.	In person and in writing, Form-C	30 days
** 1. In case of delay beyond these limits, contact higher authorities (refer Contact Information). 2. For all Complaints get a) Docket number – for complaints over phone. b) Acknowledgement – for companies in person or writing. 3. Soujanya counters have been opened in all KPTCL sub-divisions in Bangalore. This is a "Single Window" Service manned by a Customer Relations Officer to provide quick redressal for customer problems. Plans are under way to open "Soujanya Counters" all over the State at Sub-divisional level.

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