BILL
DELIVERY
1.
An individual consumer complains that he has received his
bill late and feels he should get more time to pay :
Contact
XEN(D).
Ÿ
The District Executive Engineer [XEN(D)] may, if he
is satisfied that there are special reasons for doing so, extend
the due date of payment upto FIVE clear days (Form IA).
Ÿ
No Late Payment Surcharge (LPSC) will be charged for
the extended period. The
Assistant Finance Officer (Distribution) [AFO(D)] will confirm
from EDP's final correction list (Journal Entries) that the
extension of due date has been noted.
2.
All or many of the bills of any District or part thereof
have been received late from EDP; or it comes to notice that they
have been delivered late :
Contact XEN(D)
Ÿ
XEN(D) will extend the due date (Form IA).
While doing so, he will as far as possible, allow the
consumers a period of FIVE clear days to make their payments
within the same month.
Ÿ
While giving such an extension
in Form IA, XEN(D) will ensure that the area to which it is made
applicable is always the area covered by one or more complete
meter books.
Ÿ
AFO(D) will confirm from EDP
that the extension of due date has been noted.
3.
If a consumer has not received a bill, or has lost his bill
:
Contact
clerk at the duplicate bills counter
Ÿ
The clerk at the duplicate bills counter will issue
a duplicate bill manually free
of charge on the basis of the computer generated ledger.
Ÿ
If the consumer desires to get
the due date extended after getting the duplicate bill, he may
approach XEN(D) for action as in (1) above.
Ÿ
If the clerk is unable to
issue a duplicate bill for any reason (e.g. ledger gone for
binding etc.)
a)
The consumer may fill out Form IB and leave it with the
clerk at the duplicate bills counter.
b)
The clerk will be responsible to keep a bundle of all such
requisitions received in Form IB.
He will prepare a duplicate bill as soon as possible
thereafter, EITHER THE SAME DAY OR THE FOLLOWING WORKING DAY.
c)
If necessary, he will, with the approval of AFO(D), extend
the due date on this bill in such a manner as to allow a minimum
of FIVE days for payment from the date of preparation of the bill.
(It may be noted that this case of inability to issue a
duplicate bill is the only case in which anyone below the level of
XEN may extend the due date).
Ÿ
Superintendent (Billing) will arrange for home
delivery of such a duplicate bill ON THE SAME DAY OR THE FOLLOWING
DAY.
4.
A new consumer has not received his first bill within 75
days of energisation of his connection or, in the case of monthly
billing (11KW or above) within 45 days:
Contact
MSR
Ÿ
The consumer should contact the Meter Reading
Superintendent (MSR). He
should
a)
preferably, bring the receipt of his consumption deposit
(security); or
b)
give the K. No. of
his connection, which can be noted from the meter; if
it has not been painted on the meter, he may give the K.
No. of any adjacent connection to help the MSR locate his case.
·
If MSR finds from the meter
book that the meter has been read, he will show the consumer
the reading and advise him to await his bill with the next billing
cycle.
·
If the meter installation
report has not been received, MSR will obtain it from the
Zone; he will bring any delay or difficulty to the notice of XEN(D).
·
MSR will ensure posting of the
meter particulars, subsequent reading and delivery of the first
bill in the next billing cycle.
·
If the new meter has yet to
be read by DVB, but the consumer has read it and brings the
reading, the consumers reading will be accepted and AFO(D) will
issue a manual bill ON THE SAME DAY.
·
The MSR will record this as
the first reading, inserting a meter reading sheet for the
purpose, if necessary. (However, if the MSR has reason to
doubt the correctness of the reading, he may obtain the orders of
the Assistant Finance Officer (D) [AFO(D)]; he should, as far as
possible, do this on the spot in the presence of the consumer.)
·
If the consumer does not get a
correct computerized bill in the next billing cycle, he should
bring it to the notice of the Executive Engineer (Public
Grievances), Shakti Bhawan, Nehru Place, New Delhi-19; FAX-
6410941
Go to Top
ERRONEOUS
BILLS
1.
A consumer says the name and/or address on the bill is
wrong:
Contact
AE(PS)
Ÿ
The consumer may show the latest bill to the
Assistant Engineer (Power Supply) [AE(PS)] indicating what should
be the correct name and address.
If earlier bills were coming with the correct address, he
should bring such a bill with him also.
It will be helpful if he can provide photocopies to AE(PS).
Ÿ
AE(PS) will check whether the
name and address in the agreement originally executed by the
consumer with DVB tallies with the name and address he wants.
a)
If it does tally, he will send Form IC to the Assistant
Finance Officer (Distribution) [AFO(D)].
b)
If it does not tally, he will advise the consumer to follow
the procedure for CHANGE OF NAME.
Ÿ
On receipt of Form IC, AFO(D)
will correct the particulars in the meter book, feed the data to
EDP in the relevant EDP form and give the consumer a confirmation
in Form ID.
Ÿ
To sum up, the name and
address will be corrected immediately if it is only a matter of
correcting a typographical error; but if the correction involves
any change in the name and address of the consumer as per the
original agreement, the procedure for CHANGE OF NAME will have to
be followed. This is
a legal requirement.
2.
The consumer says the meter reading on his bill is wrong,
or complains that he has been given a provisional bill (on grounds
other than those dealt with under (4) below) when his meter should
have been read :
Contact
AFO(D)
Ÿ
If the consumer has noted the correct reading
he will give it to AFO(D) in
writing, preferably in Form IE which will be available at the
Reception Desk.
Ÿ
AFO(D) will accept the
consumer's reading if it is prima facie reasonable.
He will decide this ON THE SPOT on the basis
a)
of the consumer's previous bills (at least two) if the
consumer has brought them or
after calling for the meter reading book and
b)
after hearing the consumer and considering any relevant
circumstances.
He will record his orders in the
space provided in Form IE.
Ÿ
If AFO is unable to reach a
conclusion for any reason (e.g. neither previous bills nor
meter reading book is available, or the data available is
inconclusive) he will depute a Meter Reading Inspector (MRI) to
read the meter again ON THE SAME DAY; the MRI will preferably
accompany the consumer.
Ÿ
If the consumer has not
noted the reading himself, AFO(D) will depute an MRI to check
the reading WITHIN THREE WORKING DAYS, in the presence of the
consumer as far as possible.
Ÿ
If DVB's reading is found
to be incorrect, AFO will
a)
record his order in Form IE after the revised reading;
b)
initial the correction of reading in the meter reading
book;
c)
ensure issue of a revised bill manually ON THE SAME DAY,
allowing FIVE days for payment of the revised bill;
d)
ensure correct feeding of data to EDP, including removal of
any LPSC accruing before the revised due date; and
e)
report the matter to XEN(D).
Ÿ
The consumer's own reading
will not be accepted under these instructions for any two
consecutive billing periods.
If a consumer whose own reading was accepted in respect of
the last bill brings his own reading again with the following
bill, AFO(D) will depute an MRI to check the reading ON THE SAME
DAY, preferably accompanying the consumer.
If DVB's reading is found incorrect, AFO(D) will
a)
correct the bill manually, allowing FIVE days for repayment
of the corrected bill;
b)
initial the correction of reading in the meter reading
book;
c)
ensure correct feeding of data to EDP, including removal of
any LPSC accruing between the issue of the incorrect bill and the
due date on the
revised bill; and
d)
report the matter to XEN(D)
If
still the work is not done, contact Parivartan
3.
The consumer has been billed on an average basis when, in
fact, the premises were vacant and there was no consumption:
Contact
AFO(D)
Ÿ
If the consumer is able to show that he had informed
DVB that he would be leaving the premises vacant, AFO(D) will
a)
manually correct the bill for the relevant period to
minimum charges basis, allowing FIVE days for payment of the
corrected bill;
b)
make a note in the meter book;
c)
ensure correct feeding of data to EDP, including removal of
any LPSC accruing between the issue of the incorrect bill and the
due date on the
revised bill; and
d)
separately depute an MRI to get the meter checked.
Ÿ
In other cases, AFO(D) will
depute an MRI to check the meter within THREE WORKING days.
a)
If the meter is found in order, AFO(D) will take further
action, mutatis mutandis, as above.
b)
If the meter is not found in order, then the Superintending
Engineer (Distribution) may still order issue of a minimum bill
rather than an average bill, if he is satisfied from any evidence
the consumer may produce that the premises were really not in use
during the relevant period.
If
still the work is not done, contact Parivartan
4.
If the consumer has
been billed on a provisional basis due to recorded 'codes' such as
MF (Meter Faulty), SB (Seal Broken), GB (Glass Borken), DM
(Damaged Meter), RR (Reverse Reading):
Contact
AFO(D)
ü
AFO(D) will depute an MRI to check the meter within
THREE WORKING DAYS, in the presence of the consumer, as far as
possible.
ü
If the meter is found to be in
order :
Ÿ
AFO(D) will prepare the
assessment bill and feed credit / debit corrections (Journal
Entries) to EDP in the appropriate EDP form within FIVE WORKING
DAYS.
Ÿ
AFO(D) will confirm the
feeding of corrections to EDP from EDP's final correction list (JE).
ü
If some damage to the meter
has been found :
Ÿ
AFO(D) will study the
consumption pattern from the Meter Reading Book (or from copies of
the bills produced by the consumer if he has brought them) and
decide within THREE WORKING DAYS whether the consumption is
reasonable in the context of the sanctioned and connected load and
any other relevant circumstances such as good evidence that the
premises were vacant for any period, etc.
Ÿ
AFO(D) will submit the case to
XEN(D) who will decide ON THE SAME DAY OR THE NEXT WORKING DAY
whether the reading on the meter may be accepted.
ü
If XEN(D) decides to accept
the reading, he will convey his decision to AE(Z) as well as AFO(D)
:
Ÿ
AFO(D) will prepare a manual
bill accordingly within THREE WORKING DAYS and arrange to deliver
it to the consumer. He
will take further action to feed the bill to EDP and confirm it
from the JE as in all other such cases of bill correction.
Ÿ
AE(Z) will arrange to replace
the defective meter within FIVE working days.
ü
If XEN(D) does not find the
consumption pattern to be satisfactory and convincing, and decides
not to accept the reading :
Ÿ
XEN(D) will arrange to get the
meter inspected by a joint team from the Zone
and MTD within THREE WORKING DAYS, in the presence of the
consumer as far as possible.
Ÿ
If the joint inspection team
does not find evidence of tampering, it will
a)
report the fact to AFO(D) who will prepare an assessment
bill within FIVE WORKING DAYS;
and
b)
report the findings to AE(Z) who will arrange to replace
the defective meter within FIVE WORKING DAYS.
Ÿ
If the joint team finds
evidence of tampering, AE(Z) will prepare a bill for FAE
(Fraudulent Abstraction of Energy) ON THE SAME OR THE NEXT WORKING
DAY and will take further action accordingly.
If
still the work is not done, contact Parivartan
5.
If the consumer complains that the correct load has not
been shown on his bill :
Contact
AE(PS)
Ÿ
AE(PS) will verify the consumer record and advise
MSR of the correct load.
Ÿ
MSR will
a)
post the load particulars in the meter book and
b)
ensure that the correct particulars are fed to EDP and
confirmation is obtained from EDP.
Ÿ
If the correct load is not
shown in the next bill, the consumer is requested to inform the
Executive Engineer (Public Grievances).
If
still the work is not done, contact Parivartan
6.
If it comes to notice that correct meter particulars are
not recorded on a bill :
Contact
MSR
Ÿ
If this error comes to the consumer's notice, he may
give Form IF to MSR. If
the consumer has a copy of the meter installation report, and the
meter has been changed after the last monthly / bimonthly reading,
MSR will
a)
correct the meter particulars in the meter book and
b)
ensure that the correct meter particulars are fed to the
computer.
Ÿ
In all other cases, MSR will
check the record of meter change and have the meter checked at
site in time for the correction and feeding of correct particulars
to EDP to be done before data is sent to EDP for the next bill.
Ÿ
If the correct meter
particulars are not shown in the next bill, the consumer is
requested to inform XEN(PG).
If
still the work is not done, contact Parivartan
Go to Top
COMPLAINTS
ABOUT METERS
1.
The consumer feels his meter is running too fast, or
complains that it is creeping on no load :
Contact
Zonal Assistant Engineer [AE(Z)] or XEN(D)
Ÿ
XEN(D) or AE(Z) will ascertain the consumer's
real load and consumption by brief discussion with him to see
whether the complaint is prima facie justified.
Ÿ
XEN(D) or AE(Z) feels the
meter may be faulty OR otherwise if the consumer insists on having
the meter checked, he will advise the consumer to deposit the
inspection fee of Rs.50.00 and guide him about the procedure for
doing so, viz, Bank Draft or I.P.O.
Ÿ
If the consumer makes the
deposit, AE(Z) will
a)
have the meter checked within SEVEN days and
b)
if the meter is faulty, replace it BEFORE the next reading
is due;
c)
give the consumer a copy of the meter installation
particulars;
d)
report the change of meter to MSR.
Ÿ
MSR will
a)
note the change of meter in the meter reading book;
b)
give particulars to AFO(D) for preparation of an assessment
bill.
Ÿ
AFO(D) will
a)
be responsible to ensure that an assessment bill is
prepared before the next billing cycle and confirmation obtained
from EDP.
b)
If he misses the billing cycle, he will nevertheless
prepare an assessment bill, correct the computersied bill
accordingly, and ensure confirmation of correct feeding from EDP.
If
still the work is not done, contact Parivartan
2.
It comes to notice that the meter has stopped.
Ÿ
The consumer or MSR will report the matter to AE(Z).
Ÿ
AE(Z) will arrange to
a)
change the meter within SEVEN DAYS;
b)
give the consumer a copy of the meter particulars;
c)
give the meter particulars to MSR
Ÿ
MSR will
a)
enter the new meter particulars in the meter reading book;
and
b)
report to AFO(D) for preparation of an assessment bill.
Ÿ
AFO(D) will
a)
be responsible to ensure that an assessment bill is
prepared before the next billing cycle and confirmation obtained
from EDP.
b)
If he misses the billing cycle, he will nevertheless
prepare an assessment bill, correct the computersied bill
accordingly, and ensure confirmation of correct feeding from EDP.
If
still the work is not done, contact Parivartan
3.
The meter burns out :
Contact
complaint centre OR AE(Z)
Ÿ
If the consumer contacts the complaint centre, the
technician deputed to the site will
a)
restore supply by providing a direct connection;
b)
fill out Form IG on the spot, with the signature of the
consumer or his representative;
c)
bring the form back to the complaint centre.
Ÿ
The official in charge at the
complaint centre will then forward the report in Form IG to AE(Z)
before noon the following day.
Ÿ
AE(Z) will
a)
depute a Junior Engineer to the site ON THE SAME DAY, to
report on the circumstances leading to meter burnout;
b)
initiate any consequential action, e.g., requiring the
consumer to enhance his sanctioned load, etc.,
c)
arrange to replace the meter WITHIN FOUR WORKING DAYS of
receiving the report from the complaint centre;
d)
forward the report in Form IG to MSR.
Ÿ
MSR will
a)
enter the new meter particulars in the meter reading book;
and
b)
report (same form) to AFO(D) for preparation of an
assessment bill.
Ÿ
AFO(D) will
a)
be responsible to ensure that an assessment bill is
prepared before the next billing cycle and confirmation obtained
from EDP.
b)
If he misses the billing cycle, he will nevertheless
prepare an assessment bill, correct the computersied bill
accordingly, and ensure confirmation of correct feeding from EDP.
Ÿ
If the consumer contacts AE(Z)
directly, AE(Z) will
a)
instruct the J.E. whom he deputes to the site to restore
supply by giving a direct connection; and
b)
take further action as above.
If
still the work is not done, contact Parivartan
Go to top
SPECIAL
METER READING
1.
Consumer requires an upto date bill of his electricity
connection :
Contact
AFO(D)
Ÿ
If for any reason (e.g. in case of vacation of the
premises or a no-dues certificate is required etc.) the consumer
requires an upto date bill of his electric connection, he can
avail the facility of special meter reading.
Ÿ
The consumer will remit a fee
of Rs.50/- (cash, bank draft or IPO) along with his request to the
AFO(D)
Ÿ
The AFO(D) will get the
special meter reading done and post the particulars in the meter
book. He will issue
the upto date bill to the consumer within THREE working days of
receipt of the request.
If
still the work is not done, contact Parivartan
WITHDRAWAL
OF MISUSE
(See
tariff for the basis of misuse charges)
1.
The consumer objects to the levy of misuse charges (New
case, on first receipt of bill with misuse charges) :
Contact
AFO(D)
·
The consumer will
a)
deposit an inspection fee of Rs.50/- (cash, Bank draft or
IPO) at the District cash counter.
b)
present the receipt with Form IH to AFO(D).
If he has received a show cause notice, he may also give
his reply with form IH.
Ÿ
AFO(D) will depute a Meter
Reading Inspector (MRI) for site inspection.
MRI will do the site verification, as far as possible in
the presence of the consumer, WITHIN THREE DAYS.
He will give the consumer or a representative of the
consumer a copy of his site verification report.
Ÿ
If there is really no misuse,
then the misuse charges will be dropped by the AFO(D) ab initio
after obtaining approval of S.E.(D) within 15 days of receipt
of MRI's site report.
If
still the work is not done, contact Parivartan
2.
Old case : The consumer has received two or more bills with
misuse charges but has not received any show cause notice :
Contact
XEN(D)
Ÿ
If the consumer has been representing that there is
no misuse but no inspection has been done, XEN(D) will depute an
MRI for site verification.
Ÿ
MRI will do the site
verification, as far as possible in the presence of the consumer,
WITHIN THREE DAYS. He
will give the consumer or a representative of the consumer a copy
of his site verification report.
Ÿ
If there is really no misuse,
it will be dropped by the XEN(D) with the approval of
the Superintending Engineer (Distribution) [SE(D)] as
follows :-
a)
If SE(D) finds no evidence that a show cause notice was
issued, and there is evidence that the consumer has been
objecting, then he will withdraw the misuse charges with effect
from the billing cycle following the date of the consumer's first
protest. However if
he finds that the consumer had protested after receiving the first
misuse bill, and before the second misuse bill, he will drop the
misuse charges ab initio.
b)
Where SE(D) finds that a show cause notice stands issued as
per record, and the consumer has replied to it, SE(D) will
withdraw the misuse charges as per the consumer's claim.
c)
Where SE(D) finds that a show cause notice was issued and
the consumer has not
replied to it, he will withdraw the misuse charges with effect
from the billing cycle immediately following the consumer's first
protest.
If
still the work is not done, contact Parivartan
Go to Top
METHOD
OF ASSESSMENT FOR DEFECTIVE METER
1.
Defective Meter - the consumer wants to know the basis for
assessment for the period when his meter was defective :
Contact
AFO(D)
Ÿ
The consumer will give Form IJ (available with the
Public Relation Counter) along with a copy of the assessed
electricity bill to the Supdt.(Billing).
Ÿ
Supdt.(Billing) will provide
the statement of accounts on the same day (or on the following
working day in exceptional cases with the consent of the consumer)
in the following manner :
a)
Period and number of days the meter remained defective.
b)
Base period which has been taken for calculation of the
average consumption.
c)
Base period for calculating the average consumption shall
be the average consumption recorded for the previous 12 months
(for a fair assessment of the
consumption pattern due to seasonal variation for all the three
seasons of the year).
d)
If the consumption pattern is not available for the past
twelve months, the consumption pattern generated by the new meter
for the subsequent twelve months shall be taken as the base
period.
e)
If the consumption pattern either for the previous twelve
months or for the twelve months subsequent to replacement of the
meter is not available and the consumer requires a final bill, the
average consumption for the defective period will be calculated on
the basis of the sanctioned load or the connected load of the
consumer which ever is higher.
Ÿ
If there is any discrepancy in
the calculations, the Supdtt.(Billing) will get the assessment
bill revised with the approval of the competent authority.
Ÿ
Supdtt. (Billing) will get the
assessment data fed into the computer for inclusion in the bill of
next billing cycle.
Ÿ
A written confirmation to
this effect will be sent to the consumer within seven days from
the receipt of the complaint.
If
still the work is not done, contact Parivartan
Go to Top
TIME
SCHEDULE FOR GRANT OF PERMANENT/TEMPORARY ELECTRICITY CONNECTION
(NEW/ ADDITIONAL LOAD/ TRANSFER OF CONNECTIONS) UPTO 100KW LOAD:
Permanent
Connection :
·
Acknowledgement
of receipt of application form with requisite documents- On the
spot on the same day
·
Scrutiny
of application form and information about deficiencies – within
7 days.
·
Sanction,
Deposit of charges and release to Zone- Within 10 days
·
Energisation
and installation of meter and service line subject to technical
feasibility – Within 20 days from the date of deposit of charges
In
case of delay in grant of connection the prospective applicants
should contact the concerned Superintending Engineer of the
Circle, in case connection is not energized within one month and
Addl. Chief Engineer in case the connection is not energized
within 3 months. The reasons for any delay beyond this period
shall be investigated by Chief Engineer concerned and report
submitted to Chairman.
If
still the work is not done, contact Parivartan
Temporary
Connection for marriages, functions etc.
·
Sanction,
Deposit of charges, and release to Zone for meter installation –
Within 7 days
·
Installation
of meter and energisation subject to technical feasibility –
Within 7 days
Go to Top
TIME
SCHEDULE FOR REPLACEMENT OF DEFECTIVE
METERS :
·
Inspection of defective meter cases – Within 15 days
·
Replacement of defective electric meter – Within
30 days
·
Communication of replacement particulars to consumer
– On the day of replacement at site
According
to Office order of Delhi Vidyut Board No CO II/P-21/2000/26 dated
10.5.2000,
1)
In all cases of defective meters including burnt/stop
meters detected with effect from 1.5.2000, the period of
assessment would be limited to a maximum of six months.
2)
It shall be mandatory on the part of concerned field
officers to conduct regular checking of the meters and all the
dead/stop/burnt and inaccurate meters found must be replaced
within a period of six months from the date these are found
defective failing which the responsibility for the loss of revenue
of the Board for a
period beyond six months shall lie on the concerned field
officers/officials.
If
still the work is not done, contact Parivartan
Go to Top
TIME
SCHEDULE FOR DISCONNECTION/ RECONNECTION
:
·
Disconnection of electricity on the request of the consumer
– Within 7 days
·
Issue of special reading bill – Within 2 days
·
Refund of consumption deposit – Within 30 days
from the date of disconnection
·
Restoration of electricity after clearing of
outstanding dues/ commercial formalities – Within 3 days
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