1. STANDARDS OF PERFORMANCE SPECIFIED FOR DF
Sr Activity/Event Standard Fixed
1. Operation of Call Center
a) First Response against a Consumer
Call Three (3) minutes
b) Registration of Consumer Call after
first response and issue of Docket Five (5) minutes
Number
2. Provision of Supply
i Time period for completion of Seven (7) days
Inspection of applicants premises from
the date of receipt of application
ii In case applicant seeks Dedicated Seven (7) days
Distribution Facility, time period for
completion of inspection of applicant’s
premises from the date of receipt of
application
iii. Time period for intimation of charges to
be borne by applicant from the date of
receipt of application
a) In case connection is to be from Ten (10) days
exsisting network
b) Where extension of distribution Thirty (30) days
mains or commissioning of Sub-
Station is required or
c) in case applicant seeks Dedicated
Distribution Facility, time period for Thrity (30) days
intimation of charges to be borne by
the applicant from the date of
receipt thereof
iv. Time period for provision of a) Upto 10 KVA- Five (5)
Tempoprary Supply days
b) Upto 25 KVA- Ten (10)
days
c) Upto 50 KVA-Twenty
(20) days
d) Over & above 50 KVA-
Thirty (30) days
v. Time period for provision of Supply
from the date of receipt of completed
application and payment of charges :
a) In case connection is to be from
exsisting network One (1) month
b) Where extension or agumentation of
distributing main is required Three (3) months

2. c) Where commissioning of substation
is required One (1) year
3. Restoration of supply
i. a) Fuse-Off Call
b) 33KV/22KV/11KV/400V-Overhead Four (4) hours
Line break down Six (6) hours
c) Distribution Transformer Failure
d) Underground Cable Fault Twenty Four (24) hours
Twelve (12) hours
4. Meters
a) Restoration of supply in case of burnt Five (5) days from date of
meter receipt of complaint
Seven (7) days if it is
b) Meter inspection and replacement in established through
case of customer complaint regarding suitable test that the meter
meters is not confirming to the
required standards
5. Re-Connection
Reconnection of a consumer who has
been disconnected for less than six (6) Twenty Four (24) hours
months from the time of payment of
either all amounts to the satisfaction of
DF or in case of dispute, such amount
under-protest in accordance with
provisio to Sub-Section (1) of Section
56 of the Act
6. Complaints on Consumer’s Bills
a) Acknowledgement of receipt of Twenty Four (24) hours if
consumer complaint made in person or
telephonically &
Seven (7) days if made post
b) Resolution of Billing Complaints On the same day if made in
person,
i) About electricity bills regarding Within Ten (10) days of
arithmatical errors or non-receipt of receipt, if additional
bill or inadequate time for payment information is required
ii) In case of other complaints or where On day of acknowlegement
additional information is required if received by post; &
Within Ten (10) of receipt if
additional information is

3. requried
7 Consumer Service
i. Visible Display of name tag by
authorised representative of DF and he On and while interaction
should produce identity and with consumer
authorization if consumer ask
ii. a) Reading of Consumer’s Meter Once is every Three (3)
months for agricultural
consumers and Once in
every Two (2) months in
case of other consumers.
b) Time period for other services from
the date of application
i) Change of Name Second Billing Cycle
ii) Change of Tariff Category Second Billing Cycle
iii) Reduction in Contract Second Billing Cycle
Demand/Sanctioned Load
c) Closure of account-Time period for Thirty (30) days
payment of final dues to consumer
from the date of receipt of
application for closure of account
8. Billing in case of defective meter The consumers bill shall be
adjusted for a maximum
period of Three (3) months
prior to the month in which
dispute has arisen in
accordance with the result
of meter test.
9 In case of broken or damaged Meter Meter shall be tested for
Seal defectiveness or tampering
and actions will follow
depending upon the meter
test result regarding
tampering of meter or
defectiveness of meter
10. Billing in case meter has stoppped Consumer will be billed for
recording the period for which the
meter has stopped
recording upto a maximum
period of Three (3) months
11. The Cost of Meter Is recoverable only once
during life time of
continuance of supply
except in case of lost or

4. burnt meter
12 If a consumer fails to make payment of Power supply liable to be
energy bill by due date of payment discontinued after service of
Fiteen (15) clear days notice
to consumer.
13. Non-Redressal of consumer’s Consumer may approach
complaint within the time limits the Interal Grievance Cell
mentioned above. by filing his complaint in
the prescribed Form-X
which is made available in
all the Offices of DF.
The IGRC is duty bound to
give its decision on the
complaint within the a
period of Two (2) months
from the date of receipt of
Complaint by IGRC.
If the Consumer is not
statisfied with remedy
provided by IGRC or if no
reply is given at all, the
consumer may a make is
represtation to CGRF in the
prescribed Form-A and the
CGRF shall decide the
representation within a
period of Two (2) months for
the date of receipt of
representation.
14. If a consumer not satisfied with Consumer has a right to file
decision given by CGRF an appeal to Electricity
Ombudsman within a
period of Sixty (60) days
from the date of receipt of
order of CGRF by him.
.