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President:     Col J N Pandey 

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)

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.

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.

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).

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).

Citizen's rights with respect to DVB

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