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Customer Services Mannual 2010

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1. type of connection Father s Husband name Complete Address where connection is required N ILC NADRA Attach photo Copy of NIC Applicant E Mail address Phone No Fax No Size of Plot Marlas Kanals Name of person with designation to whom application is handed over Ref No of existing connection if any e I shall be bound to abide by all the terms and conditions of the Eligibility Criteria for consumer of a Distribution Company Consumer Service Manual and other applicable documents as prescribed for provision of service Signature of Applicant 52 DOCUMENT TO BE ATTACHED WITH THE APPLICATION e Ownership proof of the premises where connection is required An affidavit from the owner of the premises to the effect that no connection existed previously at the premises for which connection is applied for and that he shall pay to the FESCO any outstanding dues in respect of any previous connection which existed at the premises is question if noticed thereafter e No Objection Certificate from the landlord if the applicant is a tenant along with landlord s proof of ownership and affidavit mentioned above
2. i ii iii iv v vi vii Attend leakage of current immediately on receipt of such complaint Attend collective complaints of consumers In case of damage of transformer this should be replaced with trolley mounted transformer if available in the sub division or after arranging from some other sub division to meet with the emergency till proper transformer is arranged for replacement Trimming of branches of trees touching the electric lines as well as other preventive maintenance work shall be carried out in order to avoid unnecessary trippings damage to electric installations as per well advertised programme Attend individual complaints of consumers The complaints regarding low voltage at consumer s premises shall be investigated by Sub Divisional Officer and remedial measures taken so as to improve the voltage thereby reducing the chances of damage to electric gadgets of the consumers The complaints regarding sub standard quality of supply shall also be investigated by the Sub Divisional Officer and remedial measures adopted so as to improve the same At the end of each shift in the complaint office an abstract shall be prepared as follows i ii iii Number of complaints received Number of complaints attended Number of complaints lying un attended with Sr Nos and reasons 33 d e f g The DISCO shall have independent Complaint Offices to attend such complaints These complaint
3. Late Payment Surcharge LPS The amount levied on account of non payment of bill within due date Amount Payable After due date Total of amount payable within due date and Late Payment surcharge Fixed Charges As defined in Tariff Terms amp Conditions Variable Charges As defined in Tariff Terms amp Conditions Billing Demand As defined in Tariff Terms amp Conditions Other Charges These charges include Fuel Adjustment charge PTV Fee Withholding Tax any other charge surcharge levied by the Federal Government etc b In cases where accumulated readings are recorded segregated bills shall be prepared keeping in view the number of months for which the readings have been accumulated to give relief to the consumers c The consumers are advised to read the INSTRUCTIONS FOR THE PAYMENT OF BILLS given on the back of Monthly Electricity consumption charges bill of general consumers and bill for Industrial MDD Bulk supply consumers for their knowledge and guidance The monthly bill may also be downloaded from FESCO s website in case of non receipt of bill on usual delivery dates 6 3 TIME PERIOD FOR PAYMENT OF BILLS The due date for payment of bills shall be within 15 days from the issue date of the bills However the consumers will have clear 7 days from the date of actual delivery of the bill for the purpose of payment 6 4 PROCEDURE FOR BILLS DISTRIBUTION a Batchwise computerized bills for consumers havi
4. a b That the consumer has paid the final bill up to the day immediately preceding the intended date of request for temporary disconnection That exemption in payment of minimum fixed charges will be admissible for the actual period of disconnection subject to a maximum of 30 days consecutive days during a period of twenty four consecutive months 22 c That no reconnection fees shall be charged if the consumer gets the connection restored immediately after the expiry of the period of disconnection allowed to him her d A seasonal consumer or a consumer whose connection is lying disconnected shall not be eligible to the allowance given in the temporary disconnection e After the expiry of the period allowed for disconnection as per clause b above the connection shall be deemed to have been restored for payment of minimum fixed charges even if the consumer does not request for reconnection and does not use electricity In case the consumer defaults in making the future bills his her connection may be disconnected and equipment installed at his premises to supply energy be removed after service of notice as per disconnection procedure Restoration of supply to such a premises shall also be regulated as per the Reconnection Policy as given in section 8 3 A consumer who intends to get his her premises disconnected shall apply to the load sanctioning Authority of the connection concerned who will arrange the final bill from the Re
5. Attested copies of National Identity Cards of the applicant and two witnesses The power of attorney in case of a Company in favor of the applicant to the effect that the applicant is authorized to sign the application and execute agreement on behalf of the Company along with Memorandum and Articles of Association of the company e Available site plan Industry premises where connection is required Incase of change of name reconnection extension or reduction of load a certificate from the Revenue Office FESCO to the effect that no areas are outstanding against the premises along with proof of owner ship NOC Any other information if required by the company for connections above 11kV as per requirements of the Distribution Code and the Grid Code wherever applicable 53 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 PART III PART II FOR OFFICE USE Date of Survey Authenticity Certificate of particulars given by consumer Load at site kW Tariff Applicable Material required as per attached estimated Size of plot verified Proposed Reference No Whether area electrified un electrified Housing Society Name of feeder Date put up to Sanctioning Authority for sanction Date of
6. The consumers are encouraged to approach NEPRA in case their complaints are not handled by the DISCO according to this Manual 10 4 COMPLAINTS REGARDING FAILURE OF ELECTRIC SUPPLY a b Common complaints regarding failure of electric supply are mentioned as below i ii iii iv v vi vii viii ix x xi xii xiii Individual complaints of consumers regarding failure fluctuation of supply voltage other complaints of technical nature which can be rectified locally Collective complaints due to fault on 11 kV feeder Collective complaints due to fuse blown up on 11 kV side of distribution transformer Collective complaints due to damage of distribution transformer Frequent Tripping of 11 kV feeders Touching of branches of trees with the 11 kV LT conductors Defect in 11 kV LT jumpers insulation etc Entangling of string used for kite flying with 11 kV LT lines Leakage of current in poles structures other equipment installed on the system Low voltage at consumer s premises Fluctuations in the system due to deposit on joints of copper aluminum conductor Substandard quality of supply maintenance Any other technical complaint For technical complaints the time frame is specified in the NEPRA Performance Standards Distribution Rules 2005 Abstract of the standards are given in Annexure I of this Manual The complaints shall normally be attended to in the following order of priority
7. arms on ploes structure towers iv Broken strands or wires on overhead conductors or fallen wires v Uneven sagging of lines vi Leaning or damage to poles structures towers vii Branches of trees interfering with overhead conductors viii Loose stay wires ix Construction of new roads buildings or other structures near the line x Damaged or faulty transformer structures including oil leakages xi Leakage of currents in poles and other structures towers xii Unsafe working practices by employees b RCDs Residual Current Devices also called Earth Leakage Circuit Breakers ELCBs Ground Fault Circuit Interrupters GFCIs are extremely sensitive circuit breakers that can prevent fires and shocks in electrical installations Obtain specialist advice on their installation at appropriate locations in your electrical systems c Electricity is more dangerous in the presence of water During rains near swimming pools tanks or other water bodies in laboratories on construction sites for temporary functions weddings etc special care must be taken to use proper wiring and protective equipment especially RCDs Such installations need to be inspected on a regular basis d Use proper circuit breakers in preference to re wireable fuse cut outs e Metallic and chemical string must not be used for kite flying as it poses serious danger to life and damages electricity installations f Safety clearances from electricity conducto
8. 10 iv Improve Heating operation Systems By checking burner air to fuel ratios and the heat transfer surfaces v Improve Pumping Operation Systems By matching the pumps to system requirements 13 7 SUGGESTIONS AND RECOMMENDATIONS a Form an Energy Team Energy teams in manufacturing facilities track and report energy use identify energy saving opportunities develop an energy plan and implement cost saving measures Energy teams typically include members from plant and process engineering maintenance engineering procurement and production Any energy team will enjoy greater success with support and involvement from senior managers who can remove barriers and commit resources to projects b Objective of Energy Team Performing a formal energy assessment is one of the best ways that your team can develop a cost effective plan to lower plant energy costs The energy assessment team which sometimes includes outside experts in energy management and troubleshooting works both during and after the assessment process to 43 i Evaluate all of the industrial systems to calculate how and where your plant uses energy ii Help find opportunities to increase efficiency iii Determine potential upgrades and emerging technologies that might work for your plant and iv Implement cost saving measures c Employee Involvement Emphasis will be given on the employees involvement by educating and encouraging them to follow the
9. If the reply is not convincing or if no reply is received or if the allegations as levied are proved the inspecting office with the approval of the next higher office will immediately serve a detection bill for unclaimed energy limited to the period of three billing months or six months with the approval of CEO previous from the date of establishment of illegal abstraction as elaborated at 9 1 c 3 vii The detection bill along with a disconnection notice for payment within seven days will be issued by the inspecting office viii Upon payment of the detection bill the tampered meter shall be replaced by the FESCO at the cost of consumer and no further action will be taken by the FESCO In case the consumer does not make payment and also does not dispute over the quantum of energy assessed then after the expiry of the stipulated period his premises be disconnected and the procedure for disconnection and reconnection as per Chapter 8 be followed thereafter The maximum period for charging in such cases shall be restricted to three billing cycles for general supply consumers i e A 1 amp A II For period beyond three billing cycles up to a maximum of six months is subject to approval of the Chief Executive of the FESCO Also for such cases action will also be initiated against the officer in charge for not being vigilant enough For other consumer classes the period of charging can be more than three billing cycles up to a maximum of six
10. MSB NEPRA PEPCO RCO RO SCO SR TD Application and Power Supply Contract Assistant Manager Operations or Sub Divisional Officer Sub Division Chief Engineer Chief Executive Officer Commercial Procedure Form DISCO Computer Center Deputy Commercial Manager Disconnection Order Director General Commercial Distribution Company Divisional Manager or Executive Engineer Division Demand Notice Equipment Removal Order General Manager Customer Services Kilo Watt Hour Late Payment Line Superintendent Grade I Line Superintendent Grade II Manager Commercial Meter Change Order Maximum Demand Indicator Manager Operations or Superintending Engineer Circle Meter Supervisor Grade I Meter Supervisor Grade II Meter Security Box National Electric Power Regulatory Authority Pakistan Electric Power Company Reconnection Order Revenue Officer AM CS Service Connection Order Store Requisition Technical Director CHAPTER 2 NEW CONNECTION EXTENSION AND REDUCTION OF LOAD CHANGE OF NAME 2 1 GENERAL INFORMATION Information desired from FESCO relative to subject matters covered by this Manual may be obtained by personal call by telephone or by mail and is also available on the web www fesco com pk The local office of the area is the main contact office where a separate window is available in addition to the consumer service centers established by FESCO to provide all necessary information
11. areas Motors Keep your motors maintained Extend your motors operating life If a motor is not working at its most efficient it can add 5 or more to your energy costs So make sure your motors are always well maintained Also check that voltage is balanced on all phases Use high efficiency motors When you next change your motor replace it with a Higher Efficiency Motor Also consider the induction of Variable Speed Drive if favorable Don t keep motors running with an empty load Always check that motors are switched off when you don t need them as even an empty motor uses 40 of the full load power 42 ii Compressed air Find and fix leaks Most businesses using compressed air can save up to 30 simply by fixing any leaks Try to lower the operating pressure Reducing it by just 1 bar 15 psi will save about 7 of the energy Ensure there is a good supply of cool air around the compressor This will ensure it doesn t get overheated and use more energy than necessary iii Refrigeration Keep freezer doors closed On an average it will cost you Rs 1 every day a freezer door stays open Ensure your system is at the right temperature If it s even 1 C lower than needed your costs could rise by 2 to 4 Don t let the condensers get overheated Make sure they are located in a place with sufficient airflow Don t put too much refrigerant charge in If it leaks it can increase your energy costs by over
12. date in accordance with powers delegated to them Issuance of duplicate bill SDOs and ROs and In charge Customer Services Centers are competent to issue the duplicate bills Same day Consumers having internet facility can also download their electricity bills from the DISCO s web site Change of Tariff Decisions are taken by Executive Engineers XENs in cases of tariffs Al and A2 In all other cases next higher load sanctioning authorities are competent to change the tariff Within 30 days from the date of receipt of complaint Late intimation of input data after the implementation of Meter Change Orders MCO delayed implementation of MCOs even after replacement of meters Suitable number of installments to pay the outstanding amounts are allowed by the load sanctioning authority proportionate to the delay All the above complaints regarding billing shall be registered in the Sub Divisional Office or Consumer Service Center or One Window Operation in DISCO offices wherein dates for their rectification shall be given to the complainants as per procedure and time frame for handling and redressal of complaints All these complaints shall also be monitored by DISCO Complaint Cells Time Frame for the redressal of each category of the above complaint is given in the various Chapters of this Manual and above also A performance appraisal of all such complaints shall be carried out at the end of each financial year of the 32 DISCO
13. electric power than necessary to produce the lumens units of light output b Illumination losses when dirt or some other obstruction blocks some of the light or when the light source is too far away from what you want illuminated c Over lighting when more light is used than is needed when a free source such as day light is not used and when lights are on for no reason e g when no one is present d Three major ways to save i Turning lights off when they are not needed ii Reducing light levels wherever you have more light than you need iii Installing more efficient lighting or controls INFORMATION ABOUT BENEFITS OF SAVING ELECTRIC POWER DISCO shall provide sufficient information to the consumers to make them aware of the benefits of efficient use and saving of electric power which in turn would result in savings to the utility DISCO shall publish pamphlets or make advertisements or issue handbills from time to time for the education of consumers with regard to efficient use and saving of electric power DISCO shall inform consumers about energy efficiency opportunities by way of information inserts included in monthly bills MONITORING USE OF ENERGY The consumer shall be educated and encouraged to prepare the figures of months energy bills for the last calendar year and this year by collecting from the monthly bills and recording in the table given below Comparison of these figures on monthly b
14. offices shall work on 24 hours basis even during holidays The working of these complaint offices is to be supervised by higher officers as well as DISCO s Complaint Cells SPECIAL ARRANGEMENTS FOR HANDLING SPECIAL REQUESTS FROM ELDERLY AND HANDICAPPED CONSUMERS DISCO shall make special arrangements for handling requests from elderly and handicapped consumers with regard to consumer related issues DEVELOPMENT OF WEBSITE FOR CONSUMER SERVICES The DISCO shall develop a Website for Consumer Service The consumer service can also be part of the DISCO main Website The site shall contain following information facilities i Consumers billing status ii Consumers billing record historical data iii Distribution Code NEPRA Eligibility Criteria NEPRA Performance Standards Distribution Rules 2005 and Consumer Service Manual iv Tariff information v Network information in GIS Format indicating the loading of feeders vi Payment of bills through credit cards if possible and vii All kinds of forms required by a consumer The manual shall contain the telephone numbers of all the important officers of the DISCO and the complaint centers The FESCO shall also place a soft copy of the approved manual on its website for down loading 34 11 11 4 CHAPTER 11 TRANSFORMER AND CONSUMER SUB STATION TRANSFORMER INSTALLATION ON CONSUMER S PROPERTY General In case of consumers of Category I to V as defined in Chapter 2 whe
15. required regarding application for new connections and all other matters relating to consumer services and provision of electric power services 2 2 APPLICATION FOR SERVICE CONNECTION a Application and Power Supply Contract A amp PSC Forms in English and Urdu are available free of charge in each sub divisional divisional circle office of FESCO and on the FESCO webpage www fesco com pk as annexure IV b An applicant shall be required to fill in the forms and attach the required supporting documents as detailed therein c Any assistance or information required in filling the application form shall be provided to the applicant by the FESCO staff in the office where form is to be submitted d Application for new connection can be submitted at FESCO concerned office in person or by registered mail A receipt as acknowledgement of the forms shall be issued by the FESCO office 2 3 DOCUMENTS TO BE ATTACHED WITH THE APPLICATION Documents to be attached with the Application and Power Supply Contract are as follows a Ownership proof of the premises where connection is required as determined by the FESCO b An affidavit from the owner of the premises to the effect that no connection existed previously at the premises for which connection is applied for and that he shall pay the FESCO any outstanding dues in respect of any previous connection which existed at the premises in question if noticed later on c No Objecti
16. shall issue an acknowledgement receipt and a serial number to the applicant for further reference processing etc Based on the site inspection the application will be evaluated processed and approved as per the provisions of Consumer Eligibility Criteria Grid Code and Distribution Code where applicable A demand notice of cost estimate and security amount shall subsequently be issued by the FESCO office for payment by the applicant Demand Notices for Service Connection cost and Security Deposit shall be sent under registered post or courier to ensure their delivery to the applicant or applicant may receive it personally for that receipt may be obtained from applicant for record i For payment branches of designated banks authorized to receive the Demand Notice charges etc shall be intimated to the applicant The bank shall receive payment as per demand notice and issue an acknowledgement receipt etc ii Subsequent to the deposit of payment mentioned in the demand notices the applicant shall execute the power supply contract with the FESCO in triplicate iii FESCO shall determine new final priority number of connection to each application after the demand notices have been paid and wiring test report submitted subject to the exemption granted under the policy of FESCO APPROVAL OF APPLICANT S INSTALLATION Before any electrical wiring or energy consuming apparatus is connected to the FESCO distribution system the same shall be
17. subject to inspection and testing by the FESCO and 9 no connection shall be made to the FESCO system Inspection satisfaction of the FESCO 2 6 CATEGORIES OF APPLICANTS Categories of applicants are indicated at Annexure V 2 7 TIME FRAME FOR A NEW CONNECTION without the prior Time schedule for all categories of new connections is indicated at Annexure VI 10 3 1 3 2 3 3 3 3 1 CHAPTER 3 RELOCATION OF SERVICE CONNECTION AND TEMPORARY CONNECTION Relocation of Service Connection a b Due to Public Works If for public improvement such as street widening grading excavating sidewalk spaces or for other reasons beyond the FESCO control the FESCO has to move distribution facilities from the existing position or new facility is to be provided for improvement of the system the shifting relocation addition of the facility overhead or underground shall be carried out at the cost of the sponsoring agency and not the affected consumer s or FESCO On Consumer s Request If a consumer requires the relocation of an overhead or an underground service connection for convenience because of construction or otherwise obstructing access to the service connection the FESCO shall at the consumer s expense relocate its service connection Repair or Replacement of General Supply Service Wire Routine repair replacement of service wires feeding the consumer premises up to the metering point shall be the responsi
18. tube well and lift years then the minimum fixed charges will be irrigation pumps recovered one month for every quarter in Tariff D addition to the minimum fixed charges for ninety days Period less than a quarter will be ignored for For Flat Rate the purpose of recovery of minimum fixed Tariff D 1 charges amount of arrears due up to date of permanent disconnection c If the period of disconnection is more than three years from the date of disconnection minimum fixed charges for the disconnected period beyond three years from the date of disconnection up to the date of reconnection shall be recovered in addition to the charges laid down in a and b above The minimum fixed charges for period beyond three years shall be one month for every year Period less than a year shall be ignored in calculations F For Bulk Supply NIL Tariff C 1 C 2 C 3 G For Public Lighting NIL Tariff G H For ONE Point supply to NIL Residential colonies attached to the premises of industrial supply consumers who have their own distribution facility Tariff H 1 For Seasonal Industrial Supply Where a Seasonal Supply consumer does not Tariff F As specified in Tariff Terms and Conditions and as amended from time to time come forward to have his seasonal Industry re connected with the Company s Supply System in any ensuing season the service line and equipment belonging to the Company and installed at his pre
19. 6 kV and above shall at their own sole risk and expense furnish install and maintain in good and safe condition all electrical wires lines machinery and apparatus of any kind or character which may be required for a Receiving electrical energy from the DISCO NTDC system and b Utilizing such energy by installing step down transformer and all other allied accessories and equipment including protection devices at the consumer premises c The consumer will be responsible for the payment of construction charges and all costs associated with line extensions payable as per provision laid down in the Consumer Fligibility Criteria d The design of the station shall conform to DISCO NTDC design practices guidelines and applicable safety codes 35 Metering Equipment and Installation Requirements a b c d Meter installation shall comply with Pakistan Standard Institute PSI or International Electric Technical Commission IEC standard or Standards developed adopted by the DISCO NTDC The DISCO NTDC shall determine the location and method of installation for all metering equipment as provided in the distribution code Grid Code and related manuals Whenever any electrical wiring is modified new metering equipment complying with these service requirements shall be used except when in the opinion of the DISCO NTDC the existing metering equipment is satisfactory and adequate to register all energy to be supplied
20. CONTENTS Chapter Page No Chapter 1 2 0 220 220 0022 0ne cen nnen nee n conn nen snes scenseencee 2 Preliminaries Chapter 2 0 2 0 00 02220nnnennennnen seen anes seen nen snes snes seenceee 8 New Connection Extension and Reduction of Load Change of Name Chapter 3 2 2nsnnennen enn nennenn a a 11 Relocation of Service Connection and Temporary Connection Chapter 4 2 2 2 220s nnee nn en 13 Energy Meter Installation Chapter 5 2 2 2202 nnee nn en enn nn nn enn ene ne en ene nena neenenenenenennenenenens 17 Security Deposits and other Connection Charge Chapter 6 0 2 2 2ne nnn nnen enn nennenn a n 18 Meter Reading and Billing Chapter 7 2 2 2202 nnennnen enn 7 7 1 2 21 Tariff Chapter 2 2 0 s2nennen enn nenn enn nne neem ennenennenennenennencenennes 22 Disconnection and Reconnection Chapter 9 7 7 7 7 7 7 7 72 28 Dishonest Abstraction Consumption or Use of energy Chapter 10 0 2 2 2nennennen ini nan 31 Consumer Complaints Chapter 11 2 2 2 20 2 2eneen ence enn e 35 Transformer and Consumer Sub Station Chapter 12 2 2 2 2022s 2e nn en ence enn e cen en en enn eneneceneneeeeneneneneens 37 Safety and Security Chapter 13 0 2 2sen enn i
21. Line side unmetered conductors and load side metered conductors are prohibited from occupying the same enclosure GROUNDING SYSTEM As defined in Distribution Code Grid Code and the PSI Wiring Regulations proper neutral and protective earthing grounding system shall be installed by the consumer and checked by authorized representative of DISCO and NTDC FIRE EXTINGUISHERS Suitable fire extinguishers shall be provided and maintained by the owner agency to meet with any hazardous situation 36 12 1 12 2 12 3 CHAPTER 12 SAFETY AND SECURITY GENERAL In order to prevent accidents which may result in injury or death or damage to public or DISCO NTDC property the consumers shall abide by the general safety requirements of the Safety Code DISCO NTDC shall take all the safety and security measures to avoid fatal non fatal accidents The consumers shall be educated through all possible means to observe safety measures in order to avoid any casualty especially during the monsoon season OBLIGATIONS OF DISCO NTDC DISCO NTDC shall monitor and implement the safety and security plan for consumers The safety and security objectives can be achieved by adopting good engineering practice including the following measures a Operation and maintenance of DISCO s NTDC electrical distribution system Network shall be carried out only by the DISCO s NTDC authorized and trained personnel b The DISCO s NTDC system equi
22. O for a change of name Such an application shall be accompanied by written consent of the previous owner regarding transfer of Security Deposit in the name of new owner iii Through Succession Upon death of the consumer the Security Deposit shall be transferred according to the Succession Certificate granted by the court of competent jurisdiction Provided that the Security Deposit shall be updated and transferred if no atrears are outstanding In case of change of tariff extension reduction of load shifting of site change of name the security amount shall be updated according to prevailing rates For the purpose of calculating the security deposit the fraction of a kilowatt for loads above one kilowatt which is equal to or more than half kilowatt shall be taken as one kilowatt and the fraction which is less than half a kilowatt shall be ignored The security amount deposited by the consumer at the time of getting connection shall be refunded at the time of permanent disconnection after getting approval for the refund from the load sanctioning authority Provided there is no other amount outstanding against the consumer The security deposit amount can also be adjusted in the final bill if applied by the consumer 17 CHAPTER 6 METER READING AND BILLING 6 1 METER READING a b c d e Meter reading of all the consumers of a DISCO is carried out on a routine basis each month to record the consumption
23. Schedule of Tariffs in force from time to time and Consumer Eligibility Criteria 2003 e Should the consumer at any time requires the metering equipment to be shifted to another place or position within the same premises he shall give not less than 7 days notice to the DISCO giving reasons also The DISCO after its satisfaction may shift the metering equipment upon receipt of such a request upon deposit of such shifting charges by the consumer as demanded through a demand notice by the DISCO METER INSTALLATION a The DISCO shall make its best endeavor to install the meters in accordance with the latest industry standards and workmanship b All meters shall be installed on a non flammable board in a true vertical position in a manner that will prevent water from entering the meters or meter cabinets c When metering equipment is installed in a multiple occupancy building two or more occupants the meter connection devices shall be labeled tagged or stenciled showing the complete address and location of the area served such as the apartment office or store in the building and account no of the consumer for which the metering equipment is being installed 13 d f Conduit or wire connections to a meter connection device other than that for a single phase 230 Volt self contained meter shall be made below the meter terminal block The metering equipment shall be installed with permanent attachment to a rigid vibratio
24. act hereby agree as follows 1 The DISCO shall provide the distribution services to the consumer in accordance with the terms and conditions approved by its licensing authority i e the National Electric Power Regulatory Authority Authority 2 The Consumer Service Manual which can be obtained from the DISCO providing for the rights and duties of both the DISCO and a consumer shall be binding on both the parties and shall be referred to by the parties to deal with different aspects of services to be rendered by the DISCO In witness whereof the parties hereto execute this Contract of Power Supply on this day of DISCO Consumer Witnesses 1 2 56 Annexure V Categories of Consumers As specified in tariff terms and conditions To be down loaded by the DISCO from NEPRA s website 57 Annexure VI Time Frame for New Connections As specified in NEPRA Performance Standards Distribution Rules 2005 To be down loaded by the DISCO from NEPRA s website 58 Annexure VII Security Deposit Rates To be inserted by DISCO 59 Annexure VIII Theft illegal Abstraction of Electricity by Registered Non Registered Consumers and Defective Meters Matrix 60
25. ade available in DISCO offices and shall be provided to the consumers on demand free of cost copy thereof is attached as Annexure III All consumer queries clarifications in respect of applicable tariff shall be adequately addressed by the DISCO POWER FACTOR PENALTIES The penalties for low power factor shall be levied according to the Terms and Conditions of approved tariff of respective category as annexed at Annexure I with this document CHANGE OF TARIFF a The consumer shall apply at least 30 days in advance for the change of his existing tariff to the competent load sanctioning Authority b The consumer shall submit the application for change of tariff along with the required documents as mentioned in the application form c DISCO shall accord approval for change of tariff within 30 days of receipt of application after site verification and confirmation of other information provided by the consumer in his application MIS USE OF TARIFF a The consumer shall in no case use the connection for the purpose other than for which it was originally sanctioned In case of violation the consumer is liable for disconnection and or penal action b DISCO shall serve seven 7 days clear notice to the consumer who is found mis using his approved sanctioned tariff However DISCO shall immediately change the tariff and shall determine the difference of charges of the previous period of mis use to be recovered from consumer H
26. ailability of Application and Power Supply Contract A amp PSC and other material delay in issuance of Demand Notices etc shall be attended properly and connections given as per procedure and time schedule laid down in relevant chapter s COMPLAINTS REGARDING BILLING a Common billing complaints including but not limited to the following shall be entertained for redressal reply within the time as given below i Errors in bills arising from wrong meter readings wrong calculation of charges etc within 7 days from the receipt of complaint ii Tariff changes within 30 days from the receipt of complaint iii Defective meters within 2 billing cycles for meters charged under defective code iv Wrong application of surcharge eg late receipt of bank scrolls or loss of a scroll within 3 days of receipt of complaint v Adjustments arising on various matters including extension of due date and waiver of surcharge within 3 days from the receipt of complaint vi Generally the data for bills preparation is not sent in time to the DISCOs Computer Center This has consequential effects and in turn consumer bills are delayed as they do not get SEVEN clear days for payment of bills In such cases the Officers of FESCO can extend the date in accordance with powers delegated to them vii Bills calculated on an average basis are usually on the higher side which need reconsideration and correction from the next higher authority wi
27. asis shall give the baseline for making efforts for potential savings In this way keeping in view all the suggestions for saving and keeping a strict watch on the energy consumption some fruitful results are achievable and it will be observed that energy management efforts actually do pay off 41 TABLE FOR CONSUMPTION OF ELECTRICITY Month ELECTRICITY USE ELECTRICITY COST LAST YEAR THIS YEAR DIFF ERENCE LAST YEAR THIS YEAR DIFF ERENCE January February March April May June July August September October November December Total 13 6 GENERAL TIPS INDUSTRIAL OPERATIONS 1 a b c i Saving energy makes good business sense Many companies think of energy as a fixed overhead but saving energy is actually one of the easiest ways to reduce costs and improve your reputation Save money Simply by switching machines off after use or turning the cooling heating down as per weather requirement you can make real savings on your energy bill And just reducing it by 20 could add the same amount to your profits as a 5 increase in sales Offer better value to your customers Cutting your overheads means production costs will go down making your products and services more competitive Here are some tips specifically for manufacturing or industrial processes to help you save energy in key
28. bility of the FESCO TEMPORARY CONNECTION a A temporary electric power supply connection shall be provided by the FESCO subject to the availability of load and the prevailing rules when an applicant demands electric supply for a specific time period not exceeding three months which may be further extendable on three months basis up to 12 months by the load sanctioning authority subject to clearance of outstanding dues In case the connection is to be continued more than 12 months then it will be allowed under regular tariff upon fulfillment of requisite information as explained for new connection in Chapter 2 b An applicant may apply for temporary connection for the following purposes i Illumination and lighting for weddings festival functions exhibitions or national and religious ceremonies etc ii Construction of buildings iii Testing of industrial equipments iv Any other emergent requirement of temporary nature Procedure For Application a b The applicant shall apply for temporary connection to the competent load sanctioning Authority as per corresponding regular category of connection The applicant shall attach NOC Authorization from the local Authority where applicable along with the documents as mentioned in the application form 11 3 3 2 c d e a b d The sanctioning authority shall approve in accordance with the Eligibility Criteria Regulations 2003 The app
29. billing cycles If the consumer objects payment or disputes over the quantum of the units detected by the DISCO the appellant authority for revision of detection bill would be the review committee of the FESCO headed by the next higher officer The consumer will also be given personal hearing by the review committee 29 5 In case the dispute remains unresolved even after exhaustive review the FESCO after getting approval of the Chief Executive Officer may lodge the F LR The consumer may also approach a competent court of law under the relevant provisions of Electricity Act 1910 NOTE Mere occurrence of any of the above defects in a meter does not warrant illegal abstraction of electricity In cases sometimes weathering effects and atmospheric conditions also wear out the postal orders seals and other parts of the metering equipment The detecting Authority must be reasonably sure regarding the illegal abstraction happening before it actually decides to charge a consumer for the same The same is true for the appellant forum as well In addition in places where the meters are out side the premises the prime responsibility of the maintenance of the healthy state of the meter rests with the FESCO A consumer shall not be charged if the meter wears out through normal atmospheric effects or through some internal fault in a meter for which a consumer cannot be held responsible For such cases the normal course of action on part of a FESCO s
30. by the DISCO for the purpose of Examining inspecting and testing the electric supply lines meters maximum demand indicators or other measuring apparatus electric wires fittings works or an apparatus for the supply or use of energy whether belonging to the DISCO or to the Consumer or Ascertaining the amount of energy supplied or the electrical quantity contained in the supply or the apparatus or removing where a supply of energy is no longer required or where the DISCO is authorized to take away and cut off such supply any electric supply lines meters maximum demand indicators or other measuring apparatus fittings works or apparatus belonging to the DISCO or Along all other things necessary or incidental to the proper supply or maintaining such supply to the consumer s premises 14 2 Facilities To Be Provided By The Consumer a b c The DISCO authorized staff member has access to meters service connections and other property owned by it which may be located in consumer s premises for purposes of installation maintenance operation or removal of the property at the time service is to be terminated The consumer s utility system shall be open for inspection to authorized representatives of DISCO The consumer s failure to do so within a reasonable period of time may result in disconnection Consumers must provide access to all electric meters upon request for billing purposes If a premises is uno
31. ccupied locked an appointment to obtain meter readings will suffice for a maximum period of three 3 months After that a new appointment will be required to update the readings 14 3 Property Damage a b The DISCO is not responsible for any loss or damage caused by any negligence or wrongful act of a consumer or his authorized representative in installing maintaining operating or using any or all appliances facilities or equipment The consumer will be held responsible for damage to DISCO s meters and other property or facilities resulting from the use or operation of appliances and facilities on consumer s premises including but not limited to damage caused by electricity steam hot water or chemicals 45 14 4 14 5 14 6 14 7 c If a consumer new applicant developer or other person is found to be responsible for any damage done to the DISCO property such damages shall be reimbursed to the DISCO Liability of The Consumer for Damage to the DISCO Apparatus a b The consumer shall be solely responsible for and shall pay for any loss of or damage to any electric supply lines meters and or other apparatus belonging to the DISCO and in use of the consumer for supply of energy purpose whether caused maliciously or through negligence or default on the part of the consumer or any of his employees or whether arising out of fire theft or any other cause beyond the control of the DISCO always exc
32. d applicants by any person agency other than the applicant s such person agency shall be called the Developer Sponsor D S and such a system for the purpose of ECR 2003 will be referred as the Sponsored Dedicated Distribution System SDDS 52 Tariff Schedules means the rates charges terms and conditions for generation of electric power transmission distribution services and sales of electric power to consumers by DISCO as approved by NEPRA and notified by the Government of Pakistan 53 Underground Distribution System means an electric distribution system with all wires installed underground except those wires within surface mounted equipment enclosures 54 Urban Area means the area falling within the jurisdiction of all urban local bodies or development authorities including without limitation Town Committees Municipal Committees Municipal Corporations Metropolitan Corporations and Cantonment Boards 55 Voltage means difference of potential or electric pressure in an electrical circuit measured in volts 56 Voltage Drop means the reduction in the voltage between two reference points 57 Voltage Fluctuation means a series of voltage changes or a cyclic variation of voltage 15 ACRONYMS ABBREVIATIONS TO BE UPDATED BY EACH DISCO A amp PSC AMO or SDO CE CEO CP Form DCC DCM DCO DG COM DISCO DM or XEN DN ERO GM CS kWh LP LSI LS I M COM MCO MDI MO or SE MSI MS I
33. d by the DISCO shall install a correct meter without any further delay Where it is not possible for the DISCO to install check metering equipment of appropriate capacity due to non availability of such equipment or otherwise in series with the impugned metering equipment to check the accuracy of the impugned metering equipment as described above the DISCO shall after informing in writing the consumer test the accuracy of the impugned metering equipment at site by means of Rotary Sub Standard or digital power analyzer If on such test being made the impugned metering equipment should prove to be in correct the impugned metering equipment shall be removed and immediately replaced with a correct meter The impugned metering equipment shall be removed upon settlement payment of assessed amount In case if a correct meter is not available then the multiplying factor shall be charged accordingly till the replacement with correct meter Where a consumer is not satisfied with the accuracy of the meter he may inform the DISCO of his desire for the said metering apparatus be checked at site in his presence Upon receiving such a request the DISCO will issue a demand notice as meter challenge fees for the checking of the said meter and will check the accuracy of the said meter within SEVEN working days from the date of receipt of payment of such challenge fee by installing a duly calibrated check meter in series with the impugned meter or in t
34. ders as per DISCO Commercial Organization Plan 6 2 Electricity Bill a The Electricity consumption bill shall generally contain the following information INFORMATION DEFINITION Billing Period The period for which bill is being issued Reference No A dedicated number allotted to a consumer for identification Tariff The applicable rates and charges approved by NEPRA for the category of connection Load The load sanctioned for the connection Reading Date The date on which the meter reading is taken Issue Date The date on which bill is issued to the 18 Consumer Due Date The date by which amount of the bill is to be paid However if the due date falls on a holiday the due date shall be the next working day ED Electricity Duty levied by the Provincial Government Total units Consumed The units consumed during a Billing Period or estimated consumption in case of defective meter Total cost of Electricity The cost as per applicable tariff of total units consumed or estimated consumption in case of defective meter Installments Any amount to be paid as per installments allowed by the Competent Authority GST The General Sales Tax levied by the Government of Pakistan Amount Payable Within due date Total current amount of all the payment items as mentioned in the bill including arrears amount if any Arrears Unpaid amount of the bill
35. disconnected the cost of equipment installed for temporary connection shall be reimbursed to the consumer at depreciated rates if it is dismantled and taken over by the FESCO or if it is not dismantled and is taken over by the FESCO 12 4 1 4 2 4 3 CHAPTER 4 ENERGY METER INSTALLATION GENERAL This chapter covers installation of energy meters at the premises of consumers of all categories receiving electric power from the FESCO The FESCO shall provide the appropriate metering equipment at the cost of the consumer for all types of consumer categories However in case of non availability of meter with the FESCO the consumer may procure the equipment according to the laid down specifications of the DISCO for the metering equipment as per the Grid Code Distribution Code METER LOCATION a It shall be the responsibility of the consumer to provide a safe and accessible location to the FESCO for the installation of the metering equipment at his premises b The meters shall be installed at a reasonable height from the ground level or at a level from where the meter reading is possible without using climbing devices c For multi occupancy buildings the metering equipment of all the consumers residing in that building shall be installed at one location at the boundary of the building d The DISCO shall have the right at any time to change the place and position of the metering equipment to conform with the provision of the
36. e arrears and their disconnected period is also more than 365 days for such consumers the security at the prevailing rate shall be charged b Reconnection fee shall be recovered as per following rates for the amount of the arrears on the basis of which DCO ERO was affected i For arrears upto Rs 1000 Rs 100 ii For arrears between Rs 1 001 and Rs 5000 Rs 300 iii For arrears between Rs 5 001 and Rs 15000 Rs 900 iv For arrears between Rs 15001 and Rs 1 Lac Rs 2000 v For arrears between Rs 1 Lac to Rs 5 Lac Rs 2500 vi For arrears over Rs 5 Lac Rs 10 000 vii For connection disconnected due to other reasons Nil i e disconnected on technical grounds for unauthorized Extension in load or seasonal consumers disconnected due to season off or disconnected due to misuse of Applicable Tariff no reconnection fees shall be charged c All the disconnected consumers having disconnected period of more than three years shall have the option to apply for new connection in the same premises subject to clearance of all dues outstanding against previously disconnected connection In such cases nothing on account of fixed charges minimum charges for disconnected period shall be debited against the premises previously disconnected if new connection is sought instead of Reconnection For this purpose the security amount originally deposited by the consumer shall be adjusted against the arrears of the previ
37. e consumer s premises until the Electric Inspector has conducted a test of the impugned metering equipment at site in the presence of DISCO s authorized representative by means of a duly calibrated check meter installed in series with the impugned meter or through a Rotary Sub Standard or digital power analyzer and has given the result of his test The charging of consumers on the basis of type of defect or fault where the meter has become defective and is not recording the actual consumption will be as per table below Type of fault Cost of Mode of Competent Appellate Period of Remarks defect replacement of determination of Loss meter consumption Authority Authority Defective dama Cost to be borne As given above at The On meter being Nil ged burnt meter by DISCO 4 4 e Competent declared as not due to defective Defective consumer fault Authority to Next higher charging to a determine office Review maximum of type of Committee two billing fault defect POI cycles for shall be the regular bills respective NEPRA in the No previous load order of charging on sanctioning appearance defective authority code Slowness Cost to be borne Through previous do do do Test check owing to by DISCO consumption data Proforma to age other Check meter be got signed reasons not Slowness through by the related to check Rotary consumer illegal Substandard Grid his abstraction meter power authorized st
38. e decision of the distribution company or the distribution company does not reply at all the consumer shall have the following options The consumer may file a complaint with Provincial Office of Inspection in respect of metering billing and collection of tariff applicable under section 38 of the NEPRA Act or Under section 39 of the NEPRA Act any consumer interested person including a Provincial Government may file a written complaint with Consumer Affairs Division at NEPRA The complaint shall be processed under the NEPRA Complaint Handling and Dispute Resolution Procedure Rules 2009 and the decision thereon shall be passed The distribution company shall comply with the orders decisions instructions as may be passed by the Authority with regard to the complaint which shall be enforced under the laws rules 48 Annexure I Performance Standards Distribution Rules 2005 To be down loaded by the DISCO from NEPRA s website 49 Annexure II ELIGIBILITY CRITERIA FOR CONSUMERS OF DISTRIBUTION COMPANIES 2003 To be down loaded by the DISCO from NEPRA s website 50 Annexure III Terms and Conditions of Tariff To be down loaded by the DISCO from NEPRA s website 51 Annexure 1V Application and Power Supply Contract Form APPLICATION FORM FOR CONNECTION Application No Date Name of Sub Div Name of Applicant
39. ealing analyzer representativ e or POI at the time of inspection 15 Meter defective damaged burnt due to Consumer s fault including overloading internal wiring defect Consumer pay to Verification of load Check meter Rotary Substandard another meter in Series OR at Grid meter power analyzer do do do do Note See the matrix at Annexure VIII 16 5 1 5 2 CHAPTER 5 SECURITY DEPOSITS AND OTHER CONNECTION CHARGES New Service Connection Charges a b All service connection charges after sanction of a new connection a demand notice for security deposit as per the rate approved by NEPRA and other connection charges as per provision made in Consumer Eligibility Criteria Regulations annexed with this manual as Annexure VII shall be issued to the applicant for depositing the same in the designated bank branch A period of one month for payment of Demand Notice is given in case of all categories of connections SECURITY DEPOSIT a c d Security deposit is non transferable except as follows i Relocation of Premises It the consumer moves to a new location within the Exclusive Service Territory of DISCO and requests for a new connection at that location ii Change of Name If the consumer sells the premises where the connection is installed it shall be obligatory upon the new owner to apply to DISC
40. epting reasonable wear and tear and loss or damages arising out of defects in the aforesaid electric supply lines main fuses meters and or other apparatus belonging to the DISCO on the consumer s premises Provided that the liability of the consumer for the cost of resealing any metering equipment or other apparatus belonging to the DISCO on the consumer s premises shall be as prescribed in the DISCO Schedule of General Charges in force from time to time Right of Way e The right of way shall be as per the terms and conditions set in the Eligibility Criteria Failure of Supply Due to Force Majeure e The DISCO shall not be liable for any claims for loss damage or compensation whatsoever arising out of failure of supply when such failure is due to force majeure as defined in the Performance Standards Distribution Rules 2005 OBLIGATIONS OF CONSUMERS a Interference with Service i Consumers who operate equipment which causes detrimental voltage fluctuations such as but not limited to hoists welders x ray apparatus radio transmitters elevator motors compressors and furnaces must reasonably limit such fluctuations upon request by the DISCO The Consumer will be required to comply with the necessary corrective measures ii Separate service is required for x ray units over 5 KVA welder units over 3 KVA radio transmitters and resistance welders iii The DISCO may require the consumers to provide at their o
41. es or Bank Drafts For payments to avoid levy of late payment surcharge made through cheques a grace period of at least three days be given for the realization of payment and these days are included in the fifteen 15 days grace period ii The Banks Post Offices shall receive bills acknowledge the receipt of payment by stamping the bills and the counterfoils as PAID indicating the amounts received Authorized officer of Bank Post Office shall sign bills and counter foils in order to authenticate the transaction iii The Bank branches Post offices shall retain counterfoils and return the acknowledged bills to payers consumers FESCO may develop and offer to consumers an option to receive bills and make payments via Internet or in such other manner as may be possible convenient and effective 20 7 1 7 2 7 3 7 4 7 5 7 6 CHAPTER 7 TARIFF TARIFF Tariff means the rates charges terms and conditions for generation of electric power transmission interconnection distribution services and sales of electric power to consumers by a DISCO DISCOs shall charge only such tariff from consumers as is approved by NEPRA and duly notified by Government of Pakistan from time to time DISCOs shall apply to NEPRA for any change of tariff to be charged from different categories of consumers AVAILABILITY OF SCHEDULE OF TARIFF The schedule of tariff as approved by NEPRA and notified by the Government of Pakistan shall be m
42. he absence of a check meter through a Rotary Sub Standard or digital power analyser accompanied by an engineer of the DISCO s metering and testing laboratory If upon checking the meter is found to be recording beyond the permissible limits the meter shall be changed 14 e immediately and due credit be given for excessive units charged by DISCO w e f date of request filed by the consumer with FESCO The charging of consumers on the basis of defective code where the meter has become defective and is not recording the actual consumption will not be more than TWO billing cycles The basis of charging will be 100 of the consumption recorded in the same month of previous year or average of the last 11 months which ever is higher Only Authorized employee of the DISCO will have the power to declare a meter defective However the consumer has a right to challenge the defective status of the energy meter and the DISCO will get the meter checked at site with a check meter or a Rotary Sub Standard or digital power analyzer accompanied by an engineer of the metering and testing laboratory free of cost Where any consumer gives a notice in writing to the DISCO and informs of having requested the Electric Inspector POI to check the accuracy of the DISCO s metering equipment installed at his premises or the status of the meter regarding it being defective or otherwise the DISCO shall not remove or take off the impugned metering equipment from th
43. hould be to replace the meter with a healthy meter However if the FESCO feels that the quantum of energy lost because of malfunctioning of the metering equipment is more than ONE billing cycle then in such a case the FESCO shall install a check meter in series with the impugned meter and declare the check meter as the billing meter Difference between the consumption of the two meters to be recorded and the same may be charged to the consumer for a maximum of two billing cycles However it must be ensured that this would not be a DETECTION BILL See the matrix at Annexure VIII 30 10 10 1 10 2 10 3 CHAPTER 10 CONSUMER COMPLAINTS GENERAL Complaints in respect of new connections meter reading and billing electric supply failures and other matters relating to supply of electric power services shall be handled by DISCOs expeditiously In order to redress consumer complaints Consumer Services Centers shall be approached for all types of complaints to be lodged by the consumers Additionally One Window Operations are established in the DISCO offices wherein all types of complaints are received from the consumers who are given acknowledgement of the same with definite dates for their replies according to time frame for handling and redressel of such complaints DISCO shall handle a complaint in accordance with the procedure as laid down in this chapter COMPLAINTS REGARDING NEW CONNECTIONS Complaints in respect of non av
44. ied copy send to reading sanction for billing Signature of Officer with Designation NOTE Copy of the complete set part I to IV completely filled out and signed by the officer of the FESCO will also be provided to the consumer for his record The consumer may lodge complaint against non provision of such completed copy Signatures of the Consumer as a token of receipt of a copy of the set 55 Contract for Consumer Connection and Supply of Electric Power This Contract for Consumer Connection and Supply of Electric Power Power Supply Contract is entered into between Mr Ms Mrs M s consumer AND DISCO onthe__ dayof__ s at Whereas the consumer had applied vide Application Form dated __ for a load of to DISCO Whereas the DISCO had issued a demand note __ _ dated ___in the favour of consumer in the amount of Rs ___ s which was duly deposited by the consumer on _____ vide receipt no Whereas the consumer has in line with the provisions of Consumer Eligibility Criteria 2003 deposited the charges complied with the safety requirements and its electrical installations checked and verified by a certified Electrical Engineer registered with the Pakistan Engineering Council Whereas the DISCO has also verified the electrical installation at the consumer s premises and ensured its soundness for the purpose of its connection to its distribution system Now therefore the parties to this contr
45. ises shall be disconnected In such cases the disconnected supply shall not be reconnected or restored by the DISCO until full payment along with late payment surcharge has been made by the consumer The power supply of the consumers who are allowed by the DISCO to make the payment in installments shall not be disconnected However if a consumer further defaults in making payment of installments the power supply of such a consumer shall be disconnected without any further notice and shall only be restored after receipt of all arrears The power supply of a defaulting consumer shall not be disconnected who has lodged a complaint petition against any wrong billing or any dispute relating to the payment of energy bill with DISCO the Electric Inspectors office Provincial Office of Inspection or NEPRA for all such proper restraining orders shall be issued DISCO shall also not disconnect the supply if a restraining order to this effect has been issued from any court of law If a consumer extends his existing load beyond the sanctioned load he shall be issued a notice along with evidence thereof to apply for extension of load within one month of the receipt of notice The DISCO shall disconnect the power supply if the consumer fails to avail this opportunity Disconnection on consumer s request Temporary disconnection of supply is allowed to a consumer on his her request for a period of 30 days subject to the following terms and conditions
46. ith such other characteristics as the Authority may determine and the Authority may determine different amounts and voltage levels and with such other characteristics for different areas 17 Common Distribution System CDS means the distribution system as defined in the Eligibility Criteria Regulations 2003 18 Conductor means a wire cable or other form having suitable capacity for carrying electric current and used for movement or delivery of electricity 19 Connecting Point means the point where the dedicated distribution system of the applicant is connected with the existing common distribution system 20 Consumer means a person or his successor in interest who purchases or receives electric power for consumption and not for delivery or re sale to others including a person who owns or occupies a premises where electric power is supplied 21 Consumer s Mailing Address means the address specified in the consumer s Application and Power Supply Contract form for the purpose 22 Consumer Sub Station means a sub station furnished installed owned and maintained by the consumer 23 Consumption means the amount of electricity used and measured over a given period of time 24 Declared Voltage means the voltage required to be supplied at the consumers terminals with permissible variations according to Performance Standards Distribution Rules 2005 25 Dedicated Distribution System DDS means that part of the di
47. licant shall be served with Demand Notice for the cost relating to the Dedicated Distribution System and security which will be deposited with the designated bank For capital contribution the terms of Eligibility Criteria regarding payments shall be applicable The amount against the security shall include The amount as per applicable tariff and load equal to the cost of expected consumption of electricity during the approved temporary connection period The FESCO after the receipt of necessary payment and certificate shall provide the electric power connection immediately as per priority maintained for temporary connections The FESCO shall provide temporary electric connection to the applicant on his demand for a specified period and disconnect the same after the expiry of this period unless extended further on the request of the consumer and confirmation by the FESCO that the purpose for which temporary connection is required still exists The consumer shall apply for extension in the sanctioned period at least one week before the expiry of the sanctioned period The consumer shall pay in advance as security an amount equal to the expected consumption of the period applied for extension The FESCO shall discontinue service without notice whenever it is no longer temporary in character or it is used for unauthorized purposes After the expiry of the contracted period or after the period when connection is no more required and is
48. ludes without limitation the following matters namely a Form and manner of application by the consumer for obtaining electric service connection along with details of any documents to be submitted in support of the application b Time frame for providing service connection to the consumer c Procedure and manner for installation of meters and other facilities for connection d The procedure and manner for billing the time limit of payment of bills and procedure for collection of bills e Fees and charges for connection installation of meters other facilities for connection and reconnection f Procedure for issuing disconnection notice to consumer for non payment of bills and the procedure thereof for disconnection of electric supply in case of non payment and reconnection after payment of outstanding dues g Collection of arrears upon or following reconnection h Procedure for disconnection and the charges and penalties for illegal abstraction theft of electric power or for use of electric power for purposes other than those specified in the application for connection and service i Requirement of safety and security Qj Efficient use of electric power including with reference to characteristics of supply or usage such as time of day week or season k Procedure and the time frame for handling and redressal of different types of consumer complaints 1 3 1 4 13 Sor OO ON ee 1 1 1 The Cons
49. mises shall be removed after expiry of 60 days of the date of commencement of the season previously specified by the consumer at the time of his obtaining new _ connection re connection However at least ten clear days notice in writing under registered post shall be necessary to be given to the consumer before removal of service line and equipment from his premises as aforesaid to enable him to decide about the retention of connection or otherwise No Supply Charges shall be recovered from a disconnected seasonal consumer for any season during which he does not come forward to have his seasonal Industry re connected with the Company s Supply System 24 b 8 4 Note For disconnected premises Meter Rent Service rent shall be charged where applicable for the entire period of disconnection up to the date of reconnection Cost of material to be recovered at the time of reconnection a b c d The material and equipment which is removed from the site as a result of disconnection shall be kept in the sub divisional office AMO s office for 365 days from the date of disconnection and an entry to this effect shall be made in a register to be kept for this purpose It shall be re installed after payment of reconnection charges without recovering cost thereof on application for reconnection within 365 days to be reckoned from the date of disconnection If a disconnected consumer does not come forward for reconnection wi
50. n free wall or structure When such facilities are installed indoors the consumer shall provide and install a mounting board in accordance with the FESCO specifications In the case of multiple position or grouped meter connections conductors from the source of supply shall be continuous to the last meter and connected to the meter connection terminals in accordance with the FESCO requirements 4 4 Meter Replacement a b d In case of replacement of a meter the consumer s account shall not be liable to any adjustment on the basis of any discrepancy detected in the impugned metering equipment where the discrepancy is not attributable to any act or omission of the consumer Should the FESCO at any time doubt the accuracy of any metering equipment the DISCO may after informing the consumer install another duly calibrated and tested metering equipment check metering equipment in series with the impugned metering equipment to determine the difference in consumption or maximum demand recorded by the check metering equipment and that recorded by the impugned metering equipment during a fixed period If on such comparative test being made the impugned metering equipment should prove to be incorrect the impugned metering equipment shall be removed from the premises with the written consent of the consumer and the DISCO in the absence of any interference or alteration in the mechanism of the impugned metering equipment being detecte
51. n i nn 40 Efficient use and Conservation of Electric Power Chapter 14 2 222 2022s ee ne en ence enn e n 45 Rights and Obligations vis a vis Consumer and DISCO Chapter 15 2 2 2 20 2 see nn en enn enn en enn enn nene nnn neeneneneneneens 48 Violation of Instructions Annexure Annexure I Performance Standards Distribution Rules 2005 Annexure II Eligibility Criteria Regulations 2003 Annexure III Terms and Conditions of Tariff Annexure IV Application and Power Supply Contract A amp PSC Annexure V Categories of Consumers Annexure VI Time Frame for New Connections Annexure VII Security Deposit Rates Annexure VIII Theft illegal Abstraction of Electricity by Registered Non Registered Consumers and Defective Meters Matrix CHAPTER 1 PRELIMINARIES 1 1 AIMS AND OBJECTIVES OF CONSUMER SERVICE MANUAL The Consumer Service Manual lays down the instructions in pursuance of Section 21 of the Regulation of Generation Transmission and Distribution of Electric Power Act 1997 read with Rule 9 of the NEPRA Licensing Distribution Rules 1999 which shall be administered by a distribution licensee to ensure safe effective and reliable supply of electric power 1 2 SCOPE OF CONSUMER SERVICE MANUAL The Consumer Service Manual is applicable to all consumers served by the distribution licensee FESCO including the Bulk Power Consumers where applicable and inc
52. ng load up to 20 kW shall be received by the local office of the area from the revenue offices The same shall 19 b c then be handed over to the Bill Distributors on the same day for distribution to respective consumers The Bill Distributors shall deliver the bills at the premises of the consumers within a day of receipt of the bills by them for distribution Bills for industrial consumers and MDI connections above 20 kW load shall also be distributed to the respective consumers through Bill Distributors who shall obtain the acknowledgements of such bills from the consumers in the Bills Delivery Books 6 5 COLLECTION PAYMENT OF ELECTRICITY BILLS a b c All Commercial Bank Branches and Post Offices of the respective City District where connection exists shall be collecting Electricity Bills from consumers who have been given option to deposit their Electricity Bills in any designated bank branch post office Online payment and payment through Credit Cards or through cheques at designated bank branches can also be made where possible NADRA KIOSK are also authorized to collect electricity bills Procedure in brief regarding payment of bills in Banks Post Offices is as under i In order to avoid late payment surcharge consumers shall pay their bills and demand notices in bank branches in cash or through Pay Orders Bank Drafts Crossed Cheques Consumers can also make payments to Revenue Offices through Crossed Chequ
53. ntly disconnected premises xiii Meter found missing at site xiv Meter found at site but no record exists in the office xv Any other means which can cause interference in true recording of quantum of energy Units by the metering equipment 28 c Procedure for establishing illegal abstraction shall be as under 1 2 3 4 Upon knowledge of any of the items in 9 1 b the concerned office of the FESCO will act as follows i Secure meter without removing it in the presence of the owner occupier or his Authorized representative respectable person of the locality ii Install check meter and declare it as billing meter iii Shall constitute a raiding team including Magistrate POV E 1 Officer of the DISCO in case of residential commercial consumers not below the rank of SDO and in case of other consumers not below the rank of XEN and an officer of the metering and testing division of the FESCO who should be an Electrical Engineer inspect the meter secured at site and declare that illegal abstraction of electricity has and or is being carried out iv Once confirmed that illegal abstraction is being done serve notice to the consumer informing him of the allegations and the findings and the requirement of a written reply from the consumer v Should wait for seven working days for receipt of reply vi The reply to the notice shall be examined by the officer higher in grade than the inspecting officer
54. o some reason serviceable equipment is available at site DISCO may utilize such equipment and cost of such material will not be recovered from the consumer subject to the satisfaction of the DISCO that the material is genuine operationally safe and the equipment has a reasonable serviceable life On receipt of payments the DISCO shall issue reconnection orders for implementation by the field office after fulfilling the formalities as per Reconnection Policy mentioned above and immediately regularize the billing after execution of reconnection SECURITY DEPOSIT AND CHARGES FOR RECONNECTION a Once a consumer applies for reconnection he shall be charged security deposit as per the following policy i For consumers whose security has not been adjusted against the outstanding arrears and their disconnected period is also less than or equal to 365 days no additional security deposit shall be charged ii For consumers whose security has been adjusted against the arrears and their disconnected period is within 365 days or less only the amount of adjusted security shall be charged iii For consumers whose security has not been adjusted against arrears but their disconnected period is more than 365 days for such consumers the 25 difference in amount between the security deposit already available with the DISCO and the prevailing rate at the time of reconnection shall be charged iv For consumers whose security has been adjusted against th
55. of energy consumed by each consumer during a given period Billing cycle billing month The meter reading is generally taken recorded by the local Distribution office of the distribution company for the purpose the consumers of each sub division are divided into a number of batches The meter reading program shall be prepared in such a way that the meters of a batch are normally read on the same dates each month Meter readings of all types of connections with load up to 20 kW are required to be taken by the Meter Readers Reading of Maximum Demand indicators of connections having load over 20 kW are to be recorded by the senior officers of the distribution company Meter readings are taken preferably in the presence of customers or their authorized representatives Following are noted i Date of reading ii Meter Reading MDI iii Units consumed during the month iv Append their initials v Their remarks in case of any discrepancy observed Meter reading officers meter readers shall return the Consumer Meter Reading Cards to the consumers before leaving their premises Meter Readers shall also check the irregularities discrepancies in the metering system at the time of reading meters and report the same in the reading book discrepancy book Meter Supervisor Inspector will take corrective action to rectify these discrepancies FESCO may develop alternative meter reading program and or establish revised designations for meter rea
56. on Certificate from the landlord if the applicant is a tenant along with landlord s proof of ownership and affidavit mentioned above d Attested copies of CNIC of the applicant and two witnesses e The power of attorney in case of a Company in favor of the applicant to the effect that the applicant is authorized to sign the application and execute agreement on behalf of the Company 8 2 4 2 5 f If the connection is applied in the name of a company duly incorporated under the law then following additional documents shall be attached i Certificate of incorporation ii Resolution of Board of Directors authorizing a person to sign and execute the application and agreement form iii Charge creation certificate issued by the Securities and Exchange Commission of Pakistan equivalent to the amount of security iv List of directors with complete addresses and copies of their computerized national identity cards g Available site plan of industry premises where connection is required h In case of change of name extension or reduction of load a certificate from the Revenue Office FESCO to the effect that no arrears are outstanding against the premises along with proof of ownership NOC Wiring test report would be required in case of extension reduction of load DESIGN COST ESTIMATE AND DEMAND NOTICE a b After the receipt of Application Form along with the required documents the FESCO Office
57. or more efficient ones iv Reduce air conditioning thermostat setting v Reduce air conditioning during unoccupied hours vi Reduce air conditioning before the end of operating hours Vii Have the ventilating and air conditioning systems serviced and adjusted viii Turn off machines and equipment when not needed ix Make sure all automatic controls are in good working condition and are set properly X Ensure all motive machinery is properly lubricated and maintained The following steps may be read carefully i Find out last year s energy use and cost Twenty to thirty percent savings may be possible with little effort ii Do an energy audit Take a good look at how and where you use and waste energy iii Get some expert help with the audit if needed iv Ask friends for their ideas and listen to their concerns about health and comfort They should be fully involved in energy management efforts 40 13 3 13 4 13 5 v Decide the top priority things to do Include them in the Energy Action Plan vi Do them with outside help if needed The sooner a start is made the better savings are made vii Keep a record of savings See if what has been done is working and how much being saved LIGHTING Lighting energy can be wasted in several ways such as a Inefficient light sources when the lamp or fixture is inefficient in converting electricity to light using more watts units of
58. ous account number and the arrear bill of balance amount to be served to the consumer Upon payment of the balance amount the consumer can apply for a new connection as per new connection policy given in Consumer Service Manual If any material is available at site or is lying with the DISCO against the consumers premises the same shall be considered and will be accounted for in preparing the estimate for the dedicated system of the consumer d Relief to industrial as well as agricultural tube well consumers shall be given as per insensitive package introduced from time to time Consumers are advised to contact their local DISCO office for further details e The disconnected consumers whose arrears have partially or totally been set aside by Courts Electric Inspectors POI NEPRA or DISCO s competent authorities or have been allowed part payments shall be allowed reconnections on deposit of remaining arrears or their first installment 8 5 COLLECTION OF ARREARS UPON OR FOLLOWING RECONNECTION a Causes of Increase of Amounts in Arrears i The consumers who default in making payments by due dates shall be issued Disconnection Notices printed on monthly Electricity Consumer Bills The connections of consumers who still do not make payments of their arrears shall be disconnected on the maturity of disconnection notices after expiry of the stipulated period 26 ii In case of the consumers who shift sites of their tube wells poultry fa
59. owever in the absence of any documentary proof the maximum period of such charges shall not be more than TWO billing cycles TOD TARIFF TIME OF DAY TOD metering for various classes has been introduced The advantage of TOD metering is that the rates are less in off peak hours as per the schedules of TOD In addition it also helps in reducing the Peak Demand on the system Consumers are advised to avail the facility of TOD metering 21 8 1 8 2 CHAPTER 8 DISCONNECTION AND RECONNECTION DISCONNECTION A premises is liable to be disconnected if the consumer is a defaulter in making payments of the energy consumption charges bill s or if he is using the electric connection for a purpose other than for which it was sanctioned or if he has extended his load beyond the sanctioned load even after receipt of a notice in this respect from the DISCO Disconnection Procedure a b c d e The consumer shall be bound to pay his energy bill within due date specified in the bill or with the late payment surcharge if paid after due date before the issuance of the next month bill In case of non payment of the previous months electricity bill the DISCO shall serve a clear 7 days notice to the defaulting consumer to either clear the out standing dues with the current bill or face disconnection and penal action Upon non receipt of payment even after the expiry of the notice period the supply of the defaulting prem
60. pment including overhead lines poles structures towers underground cables transformers panels cutouts meters service drops etc shall be installed and maintained in accordance with good engineering and utility practice c To ensure proper operation of the DISCO s NTDC network under abnormal conditions short circuits overloading etc appropriate protective relays shall be installed and properly coordinated d The earthing systems installed shall be dimensioned and regularly tested to ensure protection from fire and shock hazards e The steel structure installed on the public places shall be earthed at ONE point through steel copper conductor in accordance with the DISCO s NTDC laid down procedures OBLIGATIONS OF THE CONSUMER The consumer is responsible to monitor and implement safety and security standards within his own premises The safety and security objectives can be achieved by adopting good engineering practice including the following measures a No matter how small electrical installations including earthing system must be designed installed and maintained by competent Electrical Engineers and or licensed electrical contractors which must be inspected and certified by an Electric Inspector as per terms and conditions laid down in ECR 2003 b Wiring materials and electrical equipment installed must conform to the approved relevant standards and be of a good quality c For the protection of the consumer i
61. r all such cases the DISCO shall register an FIR with the police The FIR is to be registered by a responsible officer of the FESCO not below the rank of Sub Divisional Officer All theft cases of direct hooking would be dealt by FESCO strictly in accordance with relevant clauses of Electricity Act 1910 The disconnection of electricity shall be carried out immediately under the supervision of Sub Divisional Officer of the area or any other authorized Officer of the FESCO The removed material shall be preserved as a proof of theft and the same shall be handed over to the police authorities while reporting to the police FESCO shall be authorized to recover its loss by raising a detection bill as per its own procedure ILLEGAL ABSTRACTION OF ELECTRICITY BY REGISTERED CONSUMERS The following indications shall lead to further investigations by DISCO for illegal abstraction of electricity For such cases the FESCO shall observe the procedure as laid down under 9 1 c i Prize bond postal order meter security slip removed ii Bond Terminal cover seal of the meter broken bogus tampered iii Terminal cover of the meter missing iv Holes made in the KWH meter bodies v MSB of the meter showing signs of tampering vi Meter hanging loose tilted physically unbalanced vii Meter glass broken viii Meter dead stop burnt ix Meter sticking x Meter digits upset xi Meter running reverse xii Meter connected on temporarily permane
62. re line voltage 11000 volts or higher up to 132kV is stepped down on the consumer s property to the service voltage required by the consumer the facilities necessary to accommodate the transformer or transformers and the related equipment will be either a A Distribution Sub Station if furnished installed owned and maintained by the DISCO or b A Consumer Sub Station if furnished installed owned and maintained by the consumer Distribution Sub Station The DISCO will install a Sub Station for such General Purpose consumers The DISCO shall ensure that all the installations are in accordance with the DISCOs approved design specifications and standards Consumer Sub Station The responsibility for the provision of space installation and maintenance of step down transformer and all allied equipment in a consumer sub station shall be that of the consumer The layout of the sub station the equipment installed must meet the specifications design and standards as approved by the DISCO The equipment may be supplied by the DISCO on payment However for such facilities the responsibility of the DISCO shall only be up to the metering point Interconnection point For such installations the consumer shall provide land space for the lines which will extend to and from the sub station and obtain consents way leaves and authorizations pertaining to the right of way CONSUMER OWNED GRID STATION Consumers of Category V for supply at 6
63. rms cattle farms and industries to other locations without clearing the pending electricity bills FESCO shall take legal action to recover the arrears ili The consumers who sell their houses shops industries seasonal factories etc without making payment of electricity bills FESCO shall recover the arrears from the new occupants of the defaulting premises b Recovery of Arrears Amount Recovery of arrears from the consumers shall be made through their regular monthly bills If the monthly bills are not paid in time necessary action for disconnection of such consumers shall be taken according to the procedure as described in Chapter No 8 DISONNECTION AND RECONNECTION c Proceedings Against Disconnected Defaulting Consumers In case consumers fail to pay the arrears amount all legal measures actions shall be initiated against such consumers for recovery of outstanding dues 27 CHAPTER 9 DISHONEST ABSTRACTION CONSUMPTION OR USE OF ENERGY 9 1 THEFT OF ELECTRICITY ENERGY a b DIRECT THEFT OF ELECTRICITY BY REGISTERED UN REGISTERED CONSUMERS OF A DISCO i ii iii If a premises person is found to be hooked directly with the DISCO s supply line by bypassing the metering equipment or if the consumer is using electricity direct from the FESCO supply line and or the person living in the premises is not a consumer of the FESCO then the FESCO shall interalia process the case as THEFT of electricity Fo
64. rs and equipment e g hazardous extension of balconies at the upper stories of houses in mohallas which comes 38 g within close proximity of electric lines must be maintained to avoid electrocution Animals must not be tied to poles structures towers of electricity lines in order to avoid accidents electrocutions 39 13 1 13 2 CHAPTER 13 EFFICIENT USE AND CONSERVATION OF ELECTRIC POWER GENERAL DISCOS shall take steps towards improving the quality and reliability of electric service to maximize the value of the energy that is used and to increase the sale of power Electricity adds to the quality of life hence it makes good sense to use it wisely Consumers are advised to be energy smart ENERGY EFFICIENCY AND ENERGY SAVINGS The use of present day technology boosts the efficiency of energy systems such as the super efficient compact fluorescent lamps This revolutionary yet reliable bulb yields the same pleasing light as a conventional incandescent while consuming less electricity There are many other proven ways to maintain and operate energy systems to save energy costs all the time many of which are at low or nocost a b Many of the quickest and easiest ways to save energy also cost little or nothing In fact a lot of energy savings can be achieved by doing the following i Turn off lights when not needed ii Remove unneeded light bulbs ili When replacing bulbs use lower wattage
65. s defined in the Tariff Terms and Conditions Fixed Charges As defined in the Tariff Terms and Conditions General Supply As defined in the Tariff Terms and Conditions Maximum Demand As defined in the Tariff Terms and Conditions Industrial Supply As defined in the Tariff Terms and Conditions Maximum Demand Indicator MDD As defined in the Tariff Terms and Conditions 0 Month As defined in the Tariff Terms and Conditions 1 Power Factor As defined in the Tariff Terms and Conditions 2 Temporary Supply As defined in the Tariff Terms and Conditions OTHER DEFINITIONS Applicable Documents means the rules and regulations issued in pursuance of the Act by the Authority from time to time relating to the generation distribution and transmission license the grid code the distribution codes Consumer Service Manual and any documents instruments approvals or authorizations issued or granted by the Authority in exercise of its power under the Act 14 Applicant means any person who applies to a distribution licensee for provision of electric power service or modification thereof 3 15 Application A request to the authorized office of the DISCO for an electric service connection on the prescribed form Form annexed as Annexure IV 16 Bulk Power Consumer BPC means a consumer who purchases or receives electric power at one premises in an amount of one megawatt or more or in such other amount and voltage level and w
66. sanction Amount of sanctioned estimate Demand Notice No and date Load sanctioned kW Capital cost Rs Meter security Rs Demand notice paid on date for Rs Bank name Date of Return of Demand notice by the applicant Date of submission of wiring test report by the applicant Signature of officer with designation i Connection installation 19 20 21 22 Date of inspection of wiring Date service installation Date and time of meter installation Name of In charge installing the meter 54 ii Meter s Particulars 23 Meter No 24 Meter type Capacity a KWH b KVARH c MDI 25 Initial reading iv Multiplying factor if any 26 Seals Postal order No Signature of officer with designation Part IV Gn Date of submission of documents to R O FOR billing vide no Date lt 22 lt 2 lt lt 3 28 Date of Certif
67. stribution system required to supply power for the sole consumption of an applicant and not for supplying power to any other consumer and shall comprise of the distribution system from the connecting point up to the interconnection point of the applicant including the metering and service wire and such other connection arrangement 26 Distribution Sub Station means a sub station furnished installed owned and maintained by the DISCO Licensee 27 Distribution Lines mean overhead lines and or underground facilities consisting of conduit and cable which are operated at nominal distribution voltages 28 Distribution Facilities means electrical facilities operating at distribution voltage and used for movement or delivery of electric power 29 DISCO means a utility entity engaged in the business of distribution of electric power as licensed by NEPRA 4 30 Drop Out Fuse means a current interrupting device the mechanism of which is so designed that on melting of a fuse link the fuse carrier drops out to exhibit an open gap in the primary circuit 31 Earthing or Grounding means electrical connection to general mass of earth in such a manner as to ensure at all times an immediate discharge of energy 32 Consumer Eligibility Criteria means criterion for a non discriminatory provision of distribution service and sale of electric power to all the consumers within the service territory of a distribution company prescribed by NEPRA
68. t is necessary that electrical installation at the consumer s premises conform to the rules established by the DISCO NTDC and approved by the Authority as per the terms and conditions of the Eligibility Criteria Performance Standards Distribution Rules 2005 Distribution Code Safety Code and Grid Code 37 12 4 d No additions alterations repairs and adjustments to existing installations except such replacement of lamps fans fuses switches low voltage domestic appliance and fittings as in no way alter the capacity and the character of the installation shall be carried out within a consumer s premises except by a licensed electrical contractor e In case of fatal electrical accident to a person an immediate report shall also be made to the nearest police station and to the DISCOs Complaint centre NTDC f Any consumer committing a breach of procedures rules outlined above shall render himself liable for disconnection of his electric power and punishment with punitive damages SOME USEFUL SAFETY TIPS Electricity while being a very useful and convenient form of energy has a number of hazards and consumers would be wise to treat electrical installation with respect The following tips shall be kept in mind a Hazardous conditions on utility systems shall be monitored and immediately reported to the DISCO i Damaged or faulty insulators il Burns on conductors insulator pins or metal work iii Damaged cross
69. thin 15 days from the receipt of complaint 31 b viii ix x xi xii xiii xiv xv xvi xvii Detection bills are prepared on the basis and for a period not acceptable to the consumers if referred to DISCO decision within 15 days from the date of receipt of request Detection bills issued on mere assumptions or reasons which cannot be attributed to consumers involvement in illegal act theft of energy if referred to DISCO decision within 7 days from the date of receipt of the complaint Wrong billing due to wrong meter reading within 3 days from the receipt of complaint Delay in issue of 1 Bill against New Connections Maximum of Two billing cycles The consumer should receive his 1 bill within 2 months of the date of connection The bill should have the appropriate slab for the period If delivered later it should have appropriate slab corresponding to the number of months for which the accumulated reading bill delivered Inclusion of paid amounts in next months bills Revenue Officers ROs as well as Bank Managers Inc harge Post Office where the last bills were paid are competent to amend the bills same day upon production of previous paid bill Arithmetical Errors ROs and SDOs are both competent to correct such bills forth with upon receipt of the complaint Late delivery of bills As printed on the reverse of the monthly bills in such cases the Officers of FESCO can extend the
70. thin 365 days from the date of disconnection then the removed material and equipment shall be returned to the store Removed material and equipment shall be taken on stock and it shall be issued as stock material by the concerned office In case a disconnected consumer applies for reconnection after the expiry of 365 days of disconnection but within three years from the date of disconnection credit on depreciated value of the removed material shall be given in the estimate for reconnection provided cost of the removed material was originally borne by the consumer or it was wholly subsidized by an external agency out side the DISCO or if such cost had not element of subsidy by the DISCO No credit of the cost of the removed material will be accorded where it was partially subsidized by the DISCO under any approved package Cost of such material and equipment under any partial scheme will be treated as if cost of the removed material was originally borne by DISCO and as such no credit for depreciated value of subsidized cost will be provided In case a disconnected consumer applies for reconnection after a period of three years from the date of disconnection no credit of the cost of the removed material shall be accorded even if he had originally paid the entire cost of the material and equipment at the time of obtaining connection In case of reconnection of a disconnected premises where no arrears are outstanding against the premises and due t
71. tips like i Turn off lights when leaving work areas ii Report leaking faucets lavatory fixtures piping etc iii Keep windows and outside doors closed if air conditions are in use iv Leave thermostats at a constant setting to avoid forcing the system OFF and ON v Turn off all tools and portable appliances when not in use vi Assign responsibility for turning off designated items to specific employees d RECOMMENDATIONS i ii iii iv v vi vii Install power factor correction capacitors Turn OFF equipment when not in use Begin a practice of monitoring electric demand Repair compressed air leaks Redirect air compressor intake to use outside air Lower air pressure in compressors Repair steam valve leakages viii Install water cooled chillers instead of replacing air cooled chillers 1x x Xi xii Install Speed controllers on twisting machines Replace standard Fluorescent lighting with energy efficient tubes Reduce luminance to minimum required levels via delamping Install timers on lighting systems where necessary 44 CHAPTER 14 RIGHTS AND OBLIGATIONS VIS A VIS CONSUMER AND DISCO 14 1 Access to the Consumer s Premises a b c d A duly authorized employee of the DISCO shall be entitled at all reasonable times and on informing the occupier of his intention after giving a notice of clear 3 days to enter the premises to which energy is or has been or is to be supplied
72. ublic Lighting Supply means a supply given to a Government Department Agency or a Housing Society charged with public lighting for the purpose of illuminating public lamps within the area of its jurisdiction 45 Reliability means the degree of performance of the elements of the electric power system that results in electricity being delivered to consumers within specified standards 46 Rural Area means the area falling within the jurisdiction of all rural local bodies including without limitation Union Councils Tehsil Councils and Zila Councils 47 Sanctioned Load means the load in kilowatts sanctioned by the DISCO 48 Service Drop means the cable of appropriate current carrying capacity to connect the CDS DDS to the Premises at the inter connection point The maximum length of this cable shall be such that the voltage at the inter connection point does not fall below the specified limits 49 Secondary Service Connection means a connection which is provided at 400 volts or below 50 Service Wires or Connection means the group of cables conductors whether overhead or underground necessary to connect the service entrance conductors of the consumer to the DISCO s supply line regardless of the location of the DISCO s meters or transformers 51 Sponsored Dedicated Distribution System means where a Common Distribution System CDS doesn t exist and is required to be developed for provision of service on behalf of expecte
73. umer Service Manual shall also act as the code of conduct of a distribution licensee and to be used in conjunction with the provisions of Distribution Code Performance Standards Distribution Rules 2005 Annexure D Eligibility Criteria Regulation 2003 Annexure II Rules and regulations when and where applicable INTERFACES WITH CONSUMER FORUMS FESCO shall make efforts to have interface with the Consumer Forums Councils and Associations Efforts shall be made to improve DISCO Consumer relationship and the consumer s awareness about utility s programs activities services Consumer Services Centers and One Window Operations shall be established for the convenience of the consumers operating round the clock DEFINITIONS FESCO operating in pursuance of the distribution license granted by NEPRA is allowed to charge only such tariff as approved by NEPRA Such tariff provides for the terms and conditions of tariff applicable to different categories of consumers also determined by NEPRA The definitions of the following terms are accordingly as per the determinations of NEPRA as amended from time to time A copy of the current applicable Tariff Terms and Conditions as approved by NEPRA is annexed with this manual as Annexure III Agricultural Supply As defined in the Tariff Terms and Conditions Billing Demand As defined in the Tariff Terms and Conditions Billing Period As defined in the Tariff Terms and Conditions Energy Charges A
74. venue Officer concerned After payment of final bill the respective load sanctioning Authority will approve the disconnection Disconnection for consumers supply shall be effected through removal of such facilities to avoid misuse of electricity during the period of disconnection NOTE In all cases of reconnection MCOs or any case where meter is changed for any other reason Part III and Part IV of the application form will be filled out and a copy sent to the consumer for his information duly signed by the officer in charge 8 3 RECONNECTION The disconnected premises shall be reconnected at the request of the consumer if all outstanding electricity charges are paid and subject to the following policy a RECONNECTION POLICY A disconnected premises shall only be reconnected after recovery of all outstanding energy consumption charges and Minimum Fixed Charges as follows A For General Supply Tariff A 1 Minimum fixed charges of Rs 100 only for any amp A II single phase only period 23 B For General Supply Tariff A 1 amp A II 3 Phase Connections a Minimum fixed charges for actual period of disconnection of supply if period of disconnection is up to ninety days amount of arrears due up to date of permanent For Industrial Supply disconnection Tariff B 1 B 2 B 3 B 4 b In case the period of disconnection of supply is more than ninety days and upto three D For Agriculture
75. vide SRO 743 I 2003 dated July 26 2003 as amended from time to time 33 Energy Meter means a device that registers the quantity of electrical energy over a period of time 34 Horsepower HP means a practical unit of power representing the ability to do work by some kinds of electrical equipment One HP is equivalent to 746 watts of electrical power 35 Interconnection Point means the point where the metering installation and protection apparatus of the consumer is connected to the dedicated distribution system 36 Interruption means loss of electric power to one or more consumers 37 Load Factor means the ratio of average load over a designated period to the peak load in that period 38 Nominal Voltage means a suitable approximate value of voltage used to designate or identify a system 39 Overloading means a condition under which part of the system is subject to a electric power current in excess of the normal design rating of that part of the system and not due directly to system fault current 40 NTDC means National Transmission and Dispatch Company as licensed by NEPRA 41 Power Factor means the ratio of kWh to kVAh recorded during the month or the ratio of kWh to the square root of sum of square of kWh and kVARh 42 Premises means the building site location where Electric Power is required consumed 43 Primary Service Connection means any connection which is provided at 11 kV or above 44 P
76. wn expense special furnace type transformers and reactors and capacitors sufficient to limit secondary short circuit current values to 200 of full load value In such cases the DISCO shall furnish energy at 11 kV vi The consumer should also make arrangements to filter out or prevent harmonic distortions traveling onto interfering with the DISCO s system 46 14 8 POWER FACTOR The DISCO encourages consumers to maintain a power factor of at least 90 to avoid penalties 14 9 Consumer s Obligation to Remedy Consumers must use their best endeavors to avoid any non compliance of this Manual within the time period specified in any notice of non compliance sent by DISCO 14 10 Disconnection of Supply for Non Compliance a DISCO may disconnect supply to a consumers if b The consumer has not fulfilled an obligation to comply with this Manual and c The DISCO has given the consumer 7 business days written notice of disconnection such notice to be in addition to the notice already given and d The consumer fails to comply with the notice 47 15 1 15 1 1 15 1 2 CHAPTER 15 Violation of Instructions The distribution company shall ensure that it complies with the provisions of the Consumer Service Manual while dealing with consumer complaints The Consumer Service Manual shall be treated as an applicable document as defined in Chapter 1 In case the consumer complainant is not satisfied with the respons

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