This document summarizes a study on consumers' perceptions of service quality in the electricity sector in Tamil Nadu. A survey found that while most had metered connections, many faced issues getting connections due to lack of transparency on requirements. Most were satisfied with meter quality but many complained of frequent power cuts, low voltage, and fluctuations. Few were aware of complaint redress mechanisms like the Consumer Grievance Redress Forums (CGRFs). RTI responses showed CGRFs had few members and complaints. Recommendations included improving connection documentation, maintenance standards, awareness of redress options, and regular CGRF sittings.

1. Consumers’ Perception on the Service
Quality in the Electricity Sector -
Tamil Nadu

2. CAG
Citizen consumer and civic Action Group
• Non-profit organization
• Areas of expertise
– protecting citizens rights in consumer and environmental
issues
– promoting good governance processes including
transparency, accountability and participatory decision-
making

3. Prayas Energy group
• NGO based at Pune
• Work - protect and promote public interest in general and
the interests of disadvantaged sections of society in
particular

4. Previous study (2009)
“Strengthening electricity regulations to improve service quality to the
domestic sector” –
looked at TNERCs consumer friendly regulations and TNEBs
compliance
Areas of concern included
Access
Meter
Billing
Distribution Standards
Grievance Redressal

5. FINDINGS
• Lack of clarity on the documents required and the amount charged
towards various services
• Interest on security deposit to be notified to the consumer before end
of June every year according to the Supply Code – Not done
• Separate complaints registers with regard to supply, meter and billing
and payment, as required under Distribution Standards of
Performance – Not maintained
• Complaint tackling not satisfactory
• The meter cards still mention the Electricity Supply Act, 1910

6. contd.
• Meters availability - inadequate
• No minimum period fixed within which faults in meters should be
identified/rectified
• Procedures unclear for monitoring power shut downs,
interruptions, voltage drops and unplanned load shedding.
Therefore, workability of the Regulation,
“Failure to meet standards specified for various service areas
attracts compensation, to be paid automatically by the utility to the
affected consumer”, as per Distribution Standards of Performance,
becomes difficult
Only 18 CGRFs out of 39 had members appointed

7. Current Study
Consumers’ Perception

8. Study structure
• Survey on awareness about electricity services
- Kanchipuram, Thiruvannamalai, Thiruvallur and Chennai
• RTI
– RTIs filed to understand the functioning of the CGRF’s
• Recommendations to TNERC

9. Survey questionnaire:
• Type of electricity connection (single phase / three phase ) obtained
• Details of the payment to be made towards getting the connection
(Official charges and others, if any)
• Quality of the meter/s provided
• Performance of the EB
• Availing the in-built grievance redress mechanism

10. Survey results
Electricity Connection (single phase / three phase) obtained
• 98% had metered connections
– 80% knew the type of their connection
• 40% got connection easily
• 60% stated they had tough time in getting the connections (lack of
transparency on details of acquiring connection and delays)

11. Contd…
Details of payment - New connection
• Only 55% knew about the details of the payment made for
obtaining connection
• And just 40% people knew about the equipments they had to
pay for, in case of faults and repair
• Around 25% people had paid for cables/meters which belonged
to service provider
• Only 10% people were provided with the receipt for payment
made

12. Contd…
Quality of the meter/s provided
• 70% - satisfied
– remaining 30% were not (faulty meters)
• Meter readings
– 97% stated readings were taken regularly
– 3% disagreed
• 75% - satisfied with the quality of cables/ pillar box/ transformers

13. Contd…
Performance of the EB
• 75% - complained about frequent power cuts at specified or
random hours
• 45% - faced the problem of low voltage
• 45% - power fluctuations were a common occurrence
• Complaints
~ 80% - registered their complaints over phone, in person or by
post
~ 45% - immediate response
~ 20% - delayed response
~ 35% - response not satisfactory

14. Contd…
Availing the in-built grievance redress mechanism
• Only 9% of the consumers knew about the TNERC & Office of
Electricity Ombudsman
• 10% knew about the existence of the CGRFs
* Even employees of the Electricity Board were not aware of the
CGRFs
• Also, only about 8% of the people knew about the redress
available for poor service and so did not avail compensation.

15. RTI Application
• The number of vacancies in the CGRFs in each district and names
of members
• Proceedings of the Forum
- recent sitting of the Forum
- quorum during last fifteen sittings
• Complaints received every month over the last three months
• Time taken for resolving a complaint
• Number of complaints resolved in a month

16. RTI Responses
• There are almost no vacancies in the CGRFs. However, names of
members not given by many districts
• There have not been many complaints registered with the CGRF
• Sittings of the Forums have been varying from one to six (very few)
in a year
• In many Forums, the number of complaints registered has been
only in single digits over a period and the cases have been
disposed off within the time frame

17. Recommendations to TNERC
New connections & billing
Proper system of documentation
• Clear payment details for single Φ and 3 – Φ connections with break
up of charges,
• To give in writing to the consumers
– acknowledgement on submission of application
– time - frame (connection)
– reasons if connection is not given to applicant
• Proper and legible bills for charges levied
• Details regarding new connection to be widely publicized

18. Contd…
Maintenance
• Regular quality check & replacement of faulty meters in stipulated
time (time to be specified while registering a complaint)
• Proper monitoring and recording of transformer capacities and
connections in relevant EB offices
• Power cuts due to maintenance/repairs to be informed beforehand
• Compensate the affected consumer for non-compliance of standards
promised as stipulated
* irrespective of the consumers claim
• Regular awareness programmes explaining the role of CGRFs and
the Ombudsman

19. Contd…
• Regular sitting of the Forums should be mandated
• Advertise redress procedure and compensation details periodically in
print and visual media
• Periodical orientation programmes for EB staff
• Model Electricity White Meter Card to benefit consumers – listing
responsibilities of service providers, address of CGRFs (area-wise)
and nature of redress available – given to TNERC

20. Thank you