The BSES Rajdhani/Yamuna Power Limited Complaint Handling Procedures Relating To Distribution And Retail Supply

{
    "id": 27661,
    "slug": "the-bses-rajdhani-yamuna-power-limited-complaint-handling-procedures-relating-to-distribution-and-retail-supply",
    "title": "The BSES Rajdhani/Yamuna Power Limited Complaint Handling Procedures Relating To Distribution And Retail Supply",
    "short_title": "The BSES Rajdhani/Yamuna Power Limited Complaint Handling Procedures Relating To Distribution And Retail Supply",
    "act_number": "Approved by DERC On 3rd June, 2003",
    "act_year": 2003,
    "act_type": "STATE",
    "location": "Delhi",
    "law_status": "unknown",
    "enactment_date": null,
    "description": "The BSES Rajdhani/Yamuna Power Limited Complaint Handling Procedures Relating To Distribution And Retail Supply",
    "preamble": "",
    "section_label": "Section",
    "sections": [
        {
            "number": "1",
            "title": "1. Introduction.",
            "chapter": null,
            "content": "",
            "footnote": "",
            "is_definition": false,
            "sort_order": 0
        },
        {
            "number": "2",
            "title": "2. Nature of complaints:",
            "chapter": null,
            "content": "(i) No current/failure of power supply\n(ii) Voltage fluctuations\n(iii) Load shedding/scheduled outages\n(iv) Scheduled outages/ load shedding\n(v) Metering Problems\n(vi) Billing Problems",
            "footnote": "",
            "is_definition": false,
            "sort_order": 1
        },
        {
            "number": "3",
            "title": "3. Where to lodge Complaints.",
            "chapter": null,
            "content": "(i) By display/dissemination of the above information on separate handouts attached to the electricity bills from time to time\n(ii) By display of the above information at the Bill collection centres\n(iii) By Display on the company Website",
            "footnote": "",
            "is_definition": false,
            "sort_order": 2
        },
        {
            "number": "4",
            "title": "4. No Current/failure of power supply.",
            "chapter": null,
            "content": "(i) Fuse blown out tripping of MCB\n(ii) Burnt meter\n(iii) Service line broken\n(iv) Service line snapped from pole\n(v) Fault in distribution mains\n(vi) Distribution transformer failed/burnt\n(vii) HT mains failed\n(viii) Problem in grid (33 kV or 66 kV) substation\n(ix) Planned/scheduled/emergency Maintenance work.\n(x) Load Shedding\nNature of cause of power supply failure\nNature of cause of power supply failure\nMaximum Time Limit for restoration.\nMaximum Time Limit for restoration.\nFuse blown out or MCB tripped\nWithin 3 hours\nSuburban – 8 hours\nService line broken\nWithin 6 hours\nService line snapped from the pole\nSuburban – 12 hours\nFault in distribution mains\nTemporary Supply to be restored within 4 hours from alternate\n\t\t\t\t\tsource, wherever feasible.\nRectification of fault and thereafter Restoration of power\n\t\t\t\t\tsupply within 12 hours\nDistribution transformer failed/burnt\nTemporary Restoration of supply through mobile transformer or\n\t\t\t\t\tanother backup source within 8 hours, wherever feasible\nReplacement of failed transformer within 48 hours\nHT mains failed\nTemporary restoration of power supply within 4 hours,\n\t\t\t\t\twherever feasible.\nRectification of fault within 12 hours\nProblem in grid (33 kV or 66 kV) substation\nRestoration of supply from alternate source, wherever\n\t\t\t\t\tfeasible within 6 hours\nRoster load shedding may be carried out to avoid overloading\n\t\t\t\t\tof alternate source.\nRepair and restoration of supply within 48 hours\nFailure of Power Transformer\nRestoration of supply from alternate source, wherever\n\t\t\t\t\tfeasible within 6 hours\nRoster load shedding may be carried out to avoid overloading\n\t\t\t\t\tof alternate source.\nReplacement action to be intimated to DERC within 72 hours\nBurnt meter\nRestoration of supply by bypassing the burnt meter within 6\n\t\t\t\t\thours\nReplacement of burnt meter within 3 days",
            "footnote": "",
            "is_definition": false,
            "sort_order": 3
        },
        {
            "number": "5",
            "title": "5. Voltage Complaints.",
            "chapter": null,
            "content": "S.No.\nS.No.\nCause of Problem related to voltage variation\nCause of Problem related to voltage variation\nTime limit for the rendering service\nTime limit for the rendering service\nAuthorised Person\nAuthorised Person\nNext higher level for complaint\nNext higher level for complaint\n1.\nLocal problem\nWithin 4 hours\nAssistant Engineer\nExecutive Engineer\n2.\nTap of transformer\nWithin 3 days\nAssistant Engineer\nExecutive Engineer\n3.\nRepair of distribution line / transformer / capacitor\nWithin 60 days\nAssistant Engineer\nExecutive Engineer\n4.\nInstallation & Up-gradation of HT / LT System\nWithin 180 days\nAssistant Engineer\nExecutive Engineer",
            "footnote": "",
            "is_definition": false,
            "sort_order": 4
        },
        {
            "number": "6",
            "title": "6. Scheduled outages/load shedding.",
            "chapter": null,
            "content": "",
            "footnote": "",
            "is_definition": false,
            "sort_order": 5
        },
        {
            "number": "7",
            "title": "7. Metering Problems.",
            "chapter": null,
            "content": "(ii) Where meter has been provided by the Consumer -If the meter is the property of the consumer and its testing with the above procedure indicates the need for its replacement, then the Licensee shall leave the test meter at the premises of the consumer. If the consumer wishes to put his meter again he shall inform the licensee for installation. For the period the licensee's meter remains at the consumer's premises, he would pay the meter rental and usual charges as applicable. However, if the Consumer does not put his meter within a period of 1 month, and the cost of the meter shall be recovered from the consumer and meter will be left at the consumer’s premises for all future billings.",
            "footnote": "",
            "is_definition": false,
            "sort_order": 6
        },
        {
            "number": "8",
            "title": "8. Billing Problems.",
            "chapter": null,
            "content": "",
            "footnote": "",
            "is_definition": false,
            "sort_order": 7
        },
        {
            "number": "9",
            "title": "9. Periodic Inspection by next higher authority.",
            "chapter": null,
            "content": "",
            "footnote": "",
            "is_definition": false,
            "sort_order": 8
        },
        {
            "number": "10",
            "title": "10. Petition before DERC for grievance redressal.",
            "chapter": null,
            "content": "Annexeure\nPerforma for Complaints\nPerforma for Complaints",
            "footnote": "",
            "is_definition": false,
            "sort_order": 9
        },
        {
            "number": "1",
            "title": "1. Name of the complainant :",
            "chapter": null,
            "content": "",
            "footnote": "",
            "is_definition": false,
            "sort_order": 10
        },
        {
            "number": "2",
            "title": "2. Address of the complainant :",
            "chapter": null,
            "content": "",
            "footnote": "",
            "is_definition": false,
            "sort_order": 11
        },
        {
            "number": "3",
            "title": "3. Telephone No., if any of the complainant :",
            "chapter": null,
            "content": "",
            "footnote": "",
            "is_definition": false,
            "sort_order": 12
        },
        {
            "number": "4",
            "title": "4. Consumer account Number (Optional) :",
            "chapter": null,
            "content": "",
            "footnote": "",
            "is_definition": false,
            "sort_order": 13
        },
        {
            "number": "5",
            "title": "5. Brief description of the complaint :",
            "chapter": null,
            "content": "______________________\n(Signature of Applicant)\nAcknowledgement to be handed over to the consumer",
            "footnote": "",
            "is_definition": false,
            "sort_order": 14
        },
        {
            "number": "1",
            "title": "1. Complaint reference No. :",
            "chapter": null,
            "content": "(To be given by Licensee)",
            "footnote": "",
            "is_definition": false,
            "sort_order": 15
        },
        {
            "number": "2",
            "title": "2. Complaint received on date :",
            "chapter": null,
            "content": "",
            "footnote": "",
            "is_definition": false,
            "sort_order": 16
        },
        {
            "number": "3",
            "title": "3. Complaint received by :",
            "chapter": null,
            "content": "(Name & Designation)\n_____________",
            "footnote": "",
            "is_definition": false,
            "sort_order": 17
        }
    ],
    "metadata": {
        "Act ID": "dl068",
        "Act Number": "Approved by DERC On 3rd June, 2003",
        "Enactment Date": "",
        "Act Year": "2003",
        "Short Title": "The BSES Rajdhani/Yamuna Power Limited Complaint Handling Procedures Relating To Distribution And Retail Supply",
        "Type": "UNION_TERRITORY",
        "Location": "Delhi"
    },
    "updated_at": "2026-09-29 21:55:22"
}