Rights of a consumer with respect to DVB :

BILL DELIVERY
ERRONEOUS BILLS
COMPLAINTS ABOUT METERS
SPECIAL METER READING
WITHDRAWAL OF MISUSE
METHOD OF ASSESSMENT FOR DEFECTIVE METER
TIME SCHEDULE FOR GRANT OF NEW CONNECTION 
TIME SCHEDULE FOR REPLACEMENT OF DEFECTIVE METERS
TIME SCHEDULE FOR DISCONNECTION/ RECONNECTION

 

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).

          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).

         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)

          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.

         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.

         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

 

         The clerk at the duplicate bills counter will issue a duplicate bill manually free of charge on the basis of the computer generated ledger.

         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.

         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).

         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

         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

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ERRONEOUS BILLS

1.      A consumer says the name and/or address on the bill is wrong: 

Contact AE(PS)

         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).

         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.

         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.

         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)

         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.

         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.

         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.

         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.

         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).

         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)

         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.

         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)

      AFO(D) will depute an MRI to check the meter within THREE WORKING DAYS, in the presence of the consumer, as far as possible.

      If the meter is found to be in order :

         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.

         AFO(D) will confirm the feeding of corrections to EDP from EDP's final correction list (JE).

      If some damage to the meter has been found :

         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.

         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.

      If XEN(D) decides to accept the reading, he will convey his decision to AE(Z) as well as AFO(D) :

         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.

         AE(Z) will arrange to replace the defective meter within FIVE working days.

      If XEN(D) does not find the consumption pattern to be satisfactory and convincing, and decides not to accept the reading :

         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.

         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.

         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)

         AE(PS) will verify the consumer record and advise MSR of the correct load.

         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.

        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

         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.

         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.

        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

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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)

        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.

         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.

         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.

         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.

         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.

         The consumer or MSR will report the matter to AE(Z).

         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

         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.

         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)

         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.

         The official in charge at the complaint centre will then forward the report in Form IG to AE(Z) before noon the following day.

         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.

         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.

         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 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

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SPECIAL METER READING

1.      Consumer requires an upto date bill of his electricity connection :

Contact AFO(D)

         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.

         The consumer will remit a fee of Rs.50/- (cash, bank draft or IPO) along with his request to the AFO(D)

         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.

         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.

         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)

         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.

         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.

         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

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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)

         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).

         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.

         If there is any discrepancy in the calculations, the Supdtt.(Billing) will get the assessment bill revised with the approval of the competent authority.

         Supdtt. (Billing) will get the assessment data fed into the computer for inclusion in the bill of next billing cycle.

        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

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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

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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

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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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