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Customer Service Manual

1. Rana Abdul Sattar KEN City Multan 061 errno 0345 5542777 Kh Hafeez ul Allah SDO City Multan 061 2539225 0345 8540212 Ghulam Mohay ud Din SDO Willayatabad 061 naaa 0345 8540213 Saqib Imran SDO Pak Gate 061 pa 0345 8540215 Saleem Gujjar SDO Garden Town 061 ea 0345 8540217 Irshad Hussain Sial R O City Multan 061 9239100 0345 8540211 Compl Centre City S D 061 9200558 g P G XEN KHANEWAL 065 9200025 Khalid Nazir XEN Khanewal 065 9200020 0345 8540152 Faheem Akram LS I SDO Khanewal 065 9200023 0345 8540220 Ameer Abbas SDO Khanewal ll 065 9200024 0345 8540224 Muhammad Kamran SDO Civil Lines KWL 065 9200029 0345 8540224 50 2210972 Nasrullah Khan Nasir SDO J ahanian 065 2211218 0345 8540225 Abdul Rehman SDO Jahanian l 065 2211872 0345 8540226 Abdullah Shah Kazmi R O Khanewal 065 2200020 0345 8540218 Compl Center Khanewal 065 9200302 XEN MI ANCHANNU Fax No 2661427 Kanwar Javed Iqbal XEN Mianchannu 065 2661636 0345 8540153 Rana Ishtiaq Ahmed SDO M Channu I 065 2661639 0345 8540231 Muhammad Yousaf SDO M Channu Il 065 2660739 0345 8540232 Faisal Zafar SDO Abdul Hakim 065 5111032 0345 8540233 Shakeel Ahmed SDO Estate M Channu 065 2662639 0345 8540234 Zahid Qurban R O Mian Channu Acting 065 2665720 0345 8540227 Compl Center M Channu 065 2663922 XEN SHUJ ABAD Fax No 4396057 Rahim Bux Sial XEN Shu
2. Rao Zia UR Rehman SE OP 066 9200064 9200065 56 0345 5576030 Nazir Ahmed Gopang Technical Officer 066 2427778 0345 5576031 Wakeel Ahmed Nadir D C M 066 9200063 0345 5576032 MUZAFFAR GARH DIVISION Fax 066 9200054 9200052 Nasir Ayyaz Gurmani XEN O Muzaffargarh 066 9200053 0345 5576040 Muhammad Hussain Asstt S E CS 066 9200055 0345 5576041 9200351 Furkhan Zakariya SDO 1ST Muzaffar Garh 066 9200352 0345 5576042 Khalid Hussain SDO 2nd Muzaffar Garh 066 9200056 0345 5576043 2610215 Ghulam Raza LS 1 SDO Khan Garh 066 2610635 0345 5678047 Raja Arif SDO Shah Jamal 066 2470300 0345 5576046 Naveed Shaiekh SDO Karam Dad Qureshi 066 2450333 0345 5576046 ALI PUR DIVISION 2700380 Malik Yaqoob Ahmed D M O Alipur 066 2700381 0345 5576037 Abdullah Khosa SDO Alipur 066 2701172 0345 5576067 Nazir Ahmed LS SDO Jatoi 066 2591044 0345 5576072 Mahar Masood LS SDO Shehr Sultan 066 2620091 0345 5576071 Haji Muhammad SDO Rohilanwali 066 2640292 0345 5676069 Muhammad Akmal LS SDO KhairPur Sadat 066 0345 5576068 Rana Shafgat AM CS Alipur 066 2700384 0345 5576065 KOT ADDU DIVISION Fax 066 2243393 2241911 Saifullah Surani D M O Kot Addu 066 2239100 0345 5576034 Izhar Ali AM CS Kot Addu 066 2241912 0345 5576051 2242985 Sagheer Ahmed Goraya SDO 1st Kot Addu 06
3. 35 36 37 38 39 others including a person who owns or occupies a premises where electric power is supplied Consumer s Mailing Address means the address specified in the consumer s Application and Power Supply Contract form for the purpose Consumer Sub Station means a sub station furnished installed owned and maintained by the consumer Consumption means the amount of electricity used and measured over a given period of time Declared Voltage means the voltage required to be supplied at the consumers terminals with permissible variations according to Performance Standards Distribution Rules 2005 Dedicated Distribution System DDS means that part of the distribution 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 Distribution Sub Station means a sub station furnished installed owned and maintained by the MEPCO Licensee Distribution Lines mean overhead lines and or underground facilities consisting of conduct and cable which are operated at nominal distribution voltages Distribution Facilities means electrical facilities operating at distribution voltage and used for movement or delivery of electric power DISCO means a utility
4. 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 MEPCO shall provide sufficient information to the consumers to make them aware of the benefit of efficient use and saving of electric power which in turn would result in savings to the utility MEPCO 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 MEPCO 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 basis shall give the baseline for making efforts for potential savings In this way keeping in view al
5. of this Manual xv The complaints shall normally be attended to in the following order of priority xvi Attend leakage of current immediately on receipt of such complaints xvii Attend collective complaints of consumer xviii 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 xix Trimming of braches of trees touching the electric lines as well as other preventive maintenance work shall be carried out in order to avoid unnecessary tripping damage to electric installations as per well advertised programme i Attend individual complaints of consumers ii 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 iii 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 34 b At the end of each shift in the complaint office an abstract shall be prepared as follows i Number of complaints received ii Number of complaint attended iii Number of complaints lying un attended with Sr Nos and reasons c The MEPCO shall have i
6. entity engaged in the business of distribution of electric power as licensed by NEPRA 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 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 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 vide SRO 743 I 2003 dated July 26 2003 as amended from time to time Energy Meter means a device that registers the quantity of electrical energy over a period of time Horsepower HP means a practical unit of power representing the ability to do work by some kinds of electrical equipments One HP is equivalent to 746 watts of electrical power Interconnection Point means the point where the metering installation and protection apparatus of the consumer is connected to the dedicated distribution system Interruption means loss of electric power to one or more consumers Load Factor means the ratio of average load over a designated period to the peak load in that period Nominal Voltage means a suitable approximate value of voltage used to designate or identify a system Overloa
7. 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 MEPCO may develop alternative meter reading program and or establish revised designations for meter readers as per MEPCO Commercial Organization Plan Electricity Bill a The Electricity consumption bill shall generally contain the following information 17 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 load for the connection Reading Date The date on which meter reading is taken Issue Date The date on which bill is issued to the 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 consumer during a Billing Period or estimated consumption in case o
8. 11 4 4 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 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 vibration free wall or structure When such facilities are installed indoors the consumer shall provide and install a mounting board in accordance with the MEPCO s specification 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 MEPCO s requirements Replacement 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 MEPCO at any time doubt the accuracy of any metering equipment the MEPCO may after informing the consumer install another duly calibrated and tested met
9. exhibitions or national and religious ceremonies etc ii Construction of buildings iil Testing of industrial equipments iv Any other emergent requirement of temporary nature 3 3 1 3 3 2 a Procedure for Application a The applicant shall apply for temporary connection to the competent load sanctioning Authority as per corresponding regular category of connection b The applicant shall attach NOC Authorization from the local Authority where applicable along with the documents as mentioned in the application form c The sanctioning authority shall approve in accordance with the Eligibility Criteria Regulations 2003 d The applicant 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 e The MEPCO after the receipt of necessary payment and certificate shall provide the electric power connection immediately as per priority maintained for temporary connections The MEPCO shall provide temporary electric connection to the applicant on his demand for a specified period and disconnect the same after the expiry of this perio
10. 3911048 Asim Aftab AM CS 040 5482929 0345 3911049 Masab Ali Saleemi SDO City Sub Division 040 5486906 0345 3911051 Sajjad Hussain a ia Shaa 040 5486908 0345 3911052 Rashid Maqbool SDO Kassowal Sub Division 040 5410908 0345 3911053 Khaliq ur Rehman Ghaziabad S Div 040 5486905 0345 3911054 BAHAWALNAGAR CI RCLE Fax 063 2272543 Abdul Sattar Zia SE OP Bahawalnagar 063 9240040 0345 5012580 Nasir Mahmood Fani Dy S E Tech 063 2273997 0345 5012582 Muhammad Hussain Gull DCM 063 9240314 0345 5012581 BAHAWALNAGAR DIVISION Fax 063 9240023 Noor ul Hassan Dogar XEN B Nagar 063 9240021 0345 5012583 Muhammad Irshad Shahid AM CS 063 9240030 0345 5012588 59 Khalid Pervaiz SDO B Nagar 063 9240024 0345 5012590 Asad Ullah Channa SDO B Nagar I 063 9240026 0345 5012591 Manoj Kumar SDO Model Town 063 9240031 0345 5012592 Yasar Arfat SDO Minchinabad 063 2750547 0345 5012594 Muhammad Aslam Baig SDO Mandi Sadiq Ganj 063 2780026 0345 5012593 HAROONABAD DIVISION Fax 063 2256043 Sajjad Hussain XEN OP 063 2256042 0345 5012586 Zahoor Ahmed C Supdt AM CS 063 2256046 0345 5012604 Amir Ilyas SDO City H Abad 063 PAN 0345 5012606 Liagat Saeed eee colony arn 063 2250823 0345 5012607 Safdar Hussain SDO Fagjirwali 063 2241440 0345 5012608 Malik Younus LS SDO Fort Abbas 063 2510939 0345 5012609
11. CHI SHTI AN DIVISION Fax 063 2507309 Muhammad Ikram XEN Chishtian 063 2501114 0345 5012584 Muhammad Zaid C A AM CS 063 2503999 0345 5012595 Abdul Rasheed LS SDO City Chishtian 063 2501135 0345 5012598 Tanveer Abid S Town Chishtian 063 5208301 0345 5012607 Zafar Iqbal SDO Dharan Wala I S D 063 TO a 0345 5012601 Zulfiqar Ali SDO Dharan Wala 1 l S D 063 2440101 0345 5012603 60
12. 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 MEPCO shall serve seven 7 days clear notice to the consumer who is found mis using his approved sanctioned tariff However MEPCO shall immediately change the tariff and shall determine the difference of charges of the previous period of mis use to be recovered from consumer However in the absence of 21 7 6 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 with 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 22 8 1 8 2 CHAPTER 8 DISCONNECTION AND RECONNECTION DISCONNECTION A premises is liable to be disconnected if the consume is a defaulter in making payments of the energy consumption charges bill s or if he is using the electric extended his load beyond the sanctioned load even after receipt of a notice in this respect from the MEPCO Disconnection Procedure The consumer shall be bound to pay his energy bill within due date specified in the bill or with the late payment surcharge
13. Officer 062 9250090 0345 1201582 Muhammad Rafique Abid XEN Commercial 062 9250113 0345 1201583 BAHAWALPUR CITY DIVISION Fax No 9250113 J amil ur Rehman XEN Bahawalpur 062 cere 0345 1201584 Habib Ahmed Arzu AM CS 062 2220115 0345 1201631 Muhammad Saqib SDO BWP Abbasia 062 9250106 0345 1201594 Kh Niaz Ahmed SDO S Town 062 2280118 0345 1201596 Zaka ur Rehman Nasir SDO Baghdad ul adid 062 2284419 0345 1201598 Muhammad Shahzaman SDO Yazman 062 2702365 0345 1201597 MODEL TOWN DIVISION Fax No 92504 85 Jam Gul Muhammad Zahid XEN Model Town 062 9250385 0345 1201588 Hidayat Hussain AM CS 062 9250222 0345 1201630 Allah Warayo SDO Model Town 062 9255239 0345 1201633 Abdul Rauf Sanghaira SDO Khangah 062 2870751 0345 1201589 Mian Abdul J abbar SDO Shahdrah 062 9255242 0345 1201634 M Aamir Ansari SDO Satluj 062 9250499 0345 1201636 HASILPUR DIVISION M Igbal Khan Joiya XEN HasilPur 062 2143377 0345 1201590 Aftab Ameen SDO Hasilpur 062 2413913 0345 1201637 Rehan Yousaf LS SDO Mukhtarabad 062 2449183 0345 1201638 Muhammad Hashim LS SDO K P Tamewali 062 2261787 0345 1201639 54 Habibullah Khan SDO Qaimpur 062 2440020 0345 1201641 Mushtaq Ahmed Shahid AM CS 062 2449977 0345 1201593 LODHRAN DIVISION Fax 0608 9200160 Rana Muhammad Ayub XEN Lodhran
14. be submitted at MEPCO concerned office in person or by registered mail A receipt as acknowledgement of the forms shall be issued by the MEPCO office 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 MEPCO 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 MEPCO any outstanding dues in respect of any previous connection which existed at the premises in question if noticed later on 2 4 c AA JI Q No Objection Certificate from the landlord if the applicant is a tenant along with landlord s proof of ownership and affidavit mentioned above Attested copies of CNIC 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 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 iil Charge creation certificate issued by the S
15. conditions are in use Leave thermostats at a constant setting to avoid forcing the system OFF on ON Turn off all tools and portable appliances when not in use Assign responsibility for turning off designate items to specific employees d RECOMMENDATIONS 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 Install water cooled chillers instead of replacing air cooled chillers Installed 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 14 1 14 2 14 3 CHAPTER 14 RIGHTS AND OBLIGATIONS VIS A VIS CONSUMER AND MEPCO Assess to the Consumer s Premises A duly authorized employee of the MEPCO 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 by the MEPCO 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 and apparatus for the supply or use of energy whether bel
16. given on the back of Electricity bill and Monthly Electricity consumption charges bill of general consumers and bill for Industrial bill on usual delivery dates 18 INSTRUCTIONS FOR THE 6 3 6 4 6 5 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 PROCEDURE FOR BILLS DISTRIBUTION a Batch wise computerized bills for consumers having load up to 20 KW shall be received by the sub division from the revenue offices The same shall 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 COLLECTION PAYMENT OF ELECTRICITY BILLS a 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 On
17. including a Provincial Government may file a written complaint with Consumer Affair 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 orders decision instructions as may be passed by the Authority with regard to the complaint which shall be enforced under the laws rules 48 MEPCO IMPORTANT TELEPHONE NUMBERS Name of Officer Designation City Code Office Official Mobile Nos CHIEF EXECUTIVE OFFICER Abdul Mateen Khan Chief Executive Officer 061 9210333 0345 4401111 GMs CHIEF ENGINEERS GM Technical 061 9210006 0345 2118999 Aslam Tahir GM Operation Temporary n61 9210282 0345 4772222 Charge Shahbaz Ahmed Khan CE Development 061 9210377 0345 2110999 Saeed Ahmed Nasir Ome SEVIA 061 9210338 Director Abdul Rashid Tarig Chief Engineer Op T amp G 061 9220186 0345 2068999 Ch Muhammad Arshad Chief Engineer P amp E 061 9210348 0345 2118999 Aslam Tahir Chief Engineer O amp M 061 9210335 0345 1912999 POWER CONTROL CENTRE Asghar Langa Incharge MPCC 061 9220315 0345 8189079 Shah Nawaz Khan Assistant Manager 061 9220315 0345 8189195 Muhammad Ali Assistant Manager 061 9220315 0345 8189196 Kamil Khan Assistant Manager 061 9220315 0345 8189180 Aftab APRO 061 922
18. 0315 0345 8189197 For Complaints 061 9220312 14 9220319 25 Inquiry MULTAN CIRCLE Fax 061 9210376 061 9220316 17 9210379 Malik Saeed Ahmed S E Operation 061 9210376 0345 8540103 PA i Pague Dy Director Technical 061 9220198 0345 8540104 XEN CANTT Fax No 9210377 Akram Bhatti Malik Suleman Saeed 9200520 XEN Cantt Multan 9200956 9239250 SDO Cantt Multan 4545030 49 0345 8540109 0345 8540193 Faizal Mumtaz Qurashi SDO Nawan Shehar MTN 061 aa 0345 8540195 9200797 9239589 Arshad Muneer SDO Hasan Perwana 061 9239397 0345 8540196 be a 9239002 Irfan Siddiqui SDO Estate Multan 061 9239003 0345 8540197 Muhammad Arif R O Cantt Multan 061 9200967 0345 8540190 XEN MUMTAZABAD 061 6774374 9220195 Malik Javaid Iqbal XEN Mumtazabad 061 6774374 0345 8540113 f 9239146 Kazim Hussain Awan SDO Mumtazabad 061 9739147 0345 8540201 6780103 Hafiz Sohaib SDO Manzoorabad 061 6780104 0345 8540202 Rana Razzaq SDO New Multan 061 Hae 0345 8540203 Muhammad Tanveer 6771300 Akihar SDO Shah Rukan e Alam 061 6772250 0345 8540206 4233922 Rana Tanveer SDO Ghalla Mandi 061 6525152 0345 8540207 9220233 Qamar u Zaman SDO Gulberg 061 9220234 0345 8540208 9220197 Masood Ahmed Ourashi SDO Makhdoom Rasheed 061 9220196 0345 8540210 9220194 Asad Hamad R O Mumtazabad 061 9220193 0345 8540199 KEN CITY 061 4586578
19. 0608 9200151 0345 1201586 Agha Hussain J affery AM CS 0608 2200127 0345 1201604 Moshin Nazir SDO Lodrhan Urban 0608 9200155 0345 1201605 Aamir Rasheed SDO Lodhran Rural 0608 9200154 0345 1201607 Elahi Buksh SDO Dunya Pur 0608 304629 0345 1201614 Riaz Hafeez LS SDOKehror Pacca 0608 342943 0345 1201613 Muhammad Saleem SDO Kehror Pacca 0608 342941 0345 1201615 Muhammad Ali Tunio SDO Basti Malook 061 520133 0345 1201608 AHMAD PUR EAST DIVISION Fax 062 2274439 Abdul Mannan Mangi XEN Ahmed Pur East 062 2271323 0345 1201587 Zahid Khan C Suptd AM CS 062 2273372 0345 1201625 Arif Bhatti SDO Ahmedpur Rural Il 062 2271229 0345 1201627 Subhan Ali Somro SDO Ahmedpur 062 2271816 0345 1201626 it nye SDO Uch Sharif 062 2551841 0345 1201628 Muhammad Jameel SDO Head Rajkan 062 sree 0345 1201629 RAHIM YAR KHAN CIRCLE Fax 068 9230159 Muhammad Dilshad Shehzad Habib Gul Ghulam Sarwar Khan MO R Y Khan XEN Tech XEN D amp I 068 068 068 9230158 9230418 9230383 0345 5020821 0345 5020823 0345 5020824 RAHIM YAR KHAN DIVISION Fax 068 9230147 ae 9230146 Zafar Ali Abbassi XEN Division R Y K 068 9230147 0345 5020826 Amanullah Kashif AM CS 068 9230148 0345 5020853 gt 9230150 Faisal Korai SDO City 068 9230118 0345 5020833 Asim Rasheed SDO S Town 068 9230155 0345 5020834 55 Sha
20. 1 1 1 2 CHAPTER 1 PRELIMINARIES 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 SCOPE OF CONSUMER SERVICE MANUAL The Consumer Service Manual is applicable to all consumers served by the distribution licensee MEPCO including the Bulk Power Consumers where applicable and includes without limitation the following matters namely a Form and manner of application be the consumer for obtaining electric service connection along with details of any documents to be submitted in support of the application Time frame for providing service connection to the consumer Procedure and manner for installation of meters and other facilities for connection The procedure and manner for billing the time limit of payment of bills and procedure for collection of bills Fees and charges for connection installation of meters other facilities for connection and reconnection 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 Co
21. 1 DIVISION Fax 064 9260232 Mahar Khuda Bukhsh XEN I D G Khan 064 9260231 0345 8560353 Ghulam Sarwar Shaheen AM CS Ist 064 9260237 0345 8540183 Abdul Latif SDO D G Khan 064 9260236 0345 8560359 Suleman LS SDO II D G Khan 064 9260236 0345 8560360 M Hanif SDO Quetta Road 064 9239175 0345 8560362 Fahad Shunail SDO Kot Chutta 064 2000915 0345 8560361 Abdul Karim SDO Shah Sadar Din 064 9260452 0345 8560376 TAUNSA DIVISION Fax 064 2601453 Imran XEN Taunsa 064 2601494 0345 8580356 Tariq Farooq Ghilzai RO Taunsa 064 2602494 0345 8560367 Iqbal Qaisrani LS SDO Taunsa 064 2602947 0345 8560370 Rahmat ullah SDO Vehova 064 2524149 0345 8560373 RAJ ANPUR DIVISION Fax 0604 688496 Atta Ullah Bhutta XEN Rajanpur 0604 688687 0345 8560355 Sarwar Shaheen R O Rajanpur 0604 688756 0345 8560363 Muhammad Sharif SDO Rajanpur 0604 689040 0345 8560364 52 Fayyaz Ahmed Khokhar SDO Kot Mithan 0604 317558 0345 8560365 Abdul Waheed Larik SDO J ampur 064 2005035 0345 8560374 Saqib Suleman SDO Fazilpur 0604 0345 8560366 Khan Muhammad SDO Gulshanabad 064 0345 8560375 Shahbaz Ahmed LS Rojhan Sub Office 0604 610153 VEHARI CIRCLE Fax 067 3362804 Mahmood Ahmed Khan S E Operation Vehari 067 3363209 0345 8280260 Rehmat Ullah XEN Tech 067 3364030 0345 8280261 Mir Hassan Pathan DCM 067 3360282 0345 8280263 V
22. 6 2242997 0345 5576049 Manzoor Ahmed Khalid SDO 2nd Kot Addu 066 2243685 0345 5576051 f SDO Chowk Sarwar 2210010 Temoor Hussain Shaheed 066 2211210 0345 5576053 Muhammad Arbi LS I SDO Qasba Gujrat 066 2290038 0345 5576054 Sajid Naveed Ahmed SDO Sinawan 066 2250500 0345 5576056 LAYYAH DIVISION Fax 0606 411195 57 Naeem Akhtar Samtia XEN Layyah 0606 411712 0345 5576036 Rab Nawaz Tahir AM CS Layyah 0606 414022 0345 5576057 Faiz Rasul Jaffer LS SDO 1ST Layyah 0606 414118 0345 5576058 Anwar Ahmed Khan SDO 2nd Layyah 0606 414027 0345 5576060 Manzoor Hussain Surani SDO Fatehpur 0606 840307 0345 5576063 na 810507 Muneer Gujjar LS SDO Karoor 0606 810990 0345 5576062 372995 Rafique Ahmed SDO Chowk Azam 0606 0345 5576064 371892 Tariq Ismaeel Store S E 0606 414070 SAHI WAL CIRCLE Fax 040 9200306 9200304 Sarfraz Ahmed Khan S E Operation Sahiwal 040 9200303 0345 3911023 Muhammad Naeem Tech Officer DDT 040 9200305 0345 3911024 M H Gull DCM 040 9200304 0345 3911025 SAHI WAL DIVISI ON I Fax 040 9200309 Nawaz Nadeem Gujjar XEN Sahiwal 040 9200308 0345 3911029 Ali Sher AM CS Sahiwal 040 9200310 0345 3911030 Khalid Mahmood Kambo a Lina Farena 040 9200312 0345 3911038 Faiz ul Hassan Kazmi SDO Kot Khadim Ali SWL 040 9200314 0345 3911040 Muhammad Amin Qadir Abad S Div Sahiwal 040 9200316 0345 3911041 Noman Rafiq
23. A performance appraisal of all such complaints shall be carried out at the end of each financial year of the MEPCO The consumers are encouraged to approach NEPRA in case their complaints are not handled by the MEPCO according to this Manual 33 10 4 COMPLAINTS REGARDING FAILURE OF ELECTRIC SUPPLY a Common complaints regarding failure of electric supply are mentioned as below i Individual complaints of consumers regarding failure fluctuation of supply voltage other complaints of technical nature which can be rectified locally ii Collective complaint due to fault on 11 KV feeder ili Collective complaints due to fuse blown up on 11 KV side of distribution transformer iv Collective complaints due to damage of distribution transformer v Frequent Tripping of 11 KV feeder vi Touching of branches of trees with the 11 KV LT conductors vii Defect in 11KV LT jumpers insulation etc viii Entangling of string used for kite flying with 11 KV LT Lines ix Leakage of current in poles structures other equipment installed on the system x Low Voltage at consumer s premises xi Fluctuations in the system due to deposit on joints of copper aluminum conductor xii Substandard quality of supply maintenance xiii Any other technical complaint xiv For technical complaints the time frame is specified in the NEPRA Performance Standards Distribution Rules 2005 Abstract of the standards are given in Annexure
24. ATIONS a It shall be the responsibility of the consumer to provide a safe and accessible location to the MEPCO for the installation of the metering equipment 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 MEPCO shall have the right at any time to change the place and position of the metering equipment to confirm with the provision of the 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 MEPCO giving reasons also The MEPCO 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 MEPCO METER INSTALLATION a The MEPCO shall make its best endeavor to install the meters in accordance with the latest industry standards and workmanship o All meters shall be installed on a non flammable boards in a true vertical position in a manner that will prevent water from entering the meters or meter cabinets
25. EHARI DIVISION Fax 067 3411457 Sajid Hussain Gondal XEN OP Vehari 067 3301399 0345 8280264 Ahmed Bux AM CS 067 3365917 0301 6907471 Ejaz Hussain LS SDO City Vehari 067 3365914 0345 8280273 Muhamamd Nawaz SDO Faisal Town Vehari 067 3364196 0345 8280274 Kamran Azeem SDO Ludden 067 3691396 0345 8280276 Tariq Jameel SDO Thingi 067 3365214 0345 8280275 BUREWALA DIVISION Fax 067 9200023 Malik Ashfaq Ahmed XEN Burewala 067 9200021 0345 8280265 Jamal ud Din AM C S 067 9200029 0345 8280279 Rashid ur Rehman LS SDO City Addl Charge 067 9200024 0345 8280287 Rana Nazar Hussain SDO Satellite Town 067 9200025 0345 8280281 Ghulam Rasool Sukhera SDO Azim Abad 067 9200026 0345 8280284 Shahid Iqbal LS SDO Madina Town 067 9200027 0345 8280285 Bashir Ahmed Thiraj SDO Haji Sher Sahuka 067 9239006 0345 8280286 MAI LSI DIVISION Fax 067 3411457 Sheikh Muhammad Sharif XEN Op 067 3751158 0345 8280268 Khushi Muhammad AM CS 067 3751168 0345 8280288 53 Akram J aved SDO Ist Mailsi 067 3412148 0345 8280292 Qaiser Izhar SDO 2nd Mailsi 067 3412158 0345 8280292 Nasir Mahmood SDO Sardarpur 067 3411967 0345 8280294 Irfan LS Tibba Sultan 067 3692196 0345 8280293 BAHAWALPUR CI RCLE Fax 062 9250113 Fazalullah Durani S E Operation Bahawalpur 062 9250109 0345 1201581 M Iftikhar Ajmal Tech
26. MEPCO 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 upto a maximum of six billing cycles If the consumer objects payment or disputes over the quantum of the units detected by the MEPCO the appellant authority for revision of detection bill would be the review committee of the MEPCO headed by the next higher 30 officer The consumer will also be given personal hearing by the review committee In case the dispute remains unresolved even after exhaustive review the MEPCO after getting approval of the Chief Executive Officer may lodge the F I R The consumer may also approach a competent court of law under the relevant provisions of Electricity Act 1910 Note Mere occurrence of any 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 reasonable 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 its healthy state of the meter rests with the MEPCO A consumer shall not be
27. MEPCO s system equipment 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 MEPCO s network under abnormal conditions short circuit overloading etc appropriate protective relays shall be installed and property 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 MEPCO s 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 Writing material and electrical equipment installed must conform to the approved relevant standards and be of a good quality c For the protection of the consume
28. MER OWNED GRID STATION Consumer of category V for supply at 66 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 MEPCO 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 Eligibility Criteria 36 d The design of the station shall conform to MEPCO NTDC design practices guidelines and applicable safety codes Metering Equipment and Installation Requirement a Meter installation shall comply with Pakistan Standard Institute PSI or International Electric Technical Commission IEC standard or Standards developed adopted by MEPCO b The MEPCO shall determine the location and method of installation for all metering equipment as provided in the distribution code Grid Code and related manuals c Whenever any electrical wiring is modified new metering equipment complying with these service requirement shall be used except when in the opinion of the MEPCO the existing metering equipment is satisfactory and adequate to regis
29. 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 b 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 v Decide the top priority things to do Include them in energy action plan 40 13 3 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 electric power than necessary to produce the lumens units of light output b Illumination losses
30. ad within one month of the receipt of notice The MEPCO shall disconnect the power supply if the consumer fail to avail this opportunity Disconnection on Consumer s Request Temporary Discussion of supply is allowed to a consumer on his her request for a period of 30 days subject to the following terms and conditions 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 23 8 3 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 A seasonal consumer or a consumer whose connection is laying disconnected shall not be eligible to the allowance given in the temporary disconnection After the expiry of 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 every be removed after service of notice a
31. ases nothing on account of fixed charges minimum charges for disconnected period shall be debited against the premises previously disconnected if new connection sought instead of Reconnection For this purpose the security amount originally deposited by the consumer shall be adjusted against the arrears of the previous account number and the arrear bill of balance amount 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 MEPCO 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 Relief to Industrial as well as agricultural Tubewell consumers shall be given as per incentive package introduced from time to time Consumers are advised in contact their local MEPCO office for further detail The disconnected consumer whose arrears have partially or totally been set aside by Courts Electric Inspectors POI NEPRA or MEPCO s Competent Authorities or have 27 8 5 been allowed part payments shall be allowed reconnections on deposit of remaining arrears or their first installment COLLECTION OF ARRERS UPON OR FOLLOWING RECOVERY ON a Causes of Increase of amounts in Arrears The consumer who default in making payments by due dates shall be issued Disconnection Notic
32. ble 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 MEPCO of his desire for the said metering apparatus be checked at site in his presence Upon receiving such a request the MEPCO 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 fees by installing a duly calibrated check meter in series with the impugned meter or in the absence of a check meter through a Rotary Sub Standard or digital power analyzer accompanied by an engineer of the MEPCO s metering and testing laboratory If upon checking the meter is found to be recording beyond the permissible limits the meter shall be changed immediately and due credit be given for excessive units charged by MEPCO w e f date of request filed by the consumer with MEPCO 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 MEPCO will have the power to declare a meter defective However the consumer has a right to
33. ceive the Demand Notice charges etc shall be intimated to the applicant The 7 2 5 2 6 2 7 bank shall receive payment as per demand notice and issue an acknowledgement receipts etc ii Subsequent to the deposit of payment mentioned in the demand notices the applicant shall execute the power supply contract with the MEPCO in triplicate iil MEPCO 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 MEPCO APPROVAL OF APPLICANT S INSTALLATION Before any electrical wiring or energy consuming apparatus is connected to the MEPCO distribution system the same shall be subject to inspection and testing by the MEPCO and no connection shall be made to the MEPCO system without the prior Inspection satisfaction of MEPCO CATEGORIES OF APPLICANTS Categories of applicants are indicated at Annexure V TIME FRAME FOR A NEW CONNECTION Time schedule for all categories of new connections is indicated at Annexure VI 3 1 3 2 3 3 Chapter 3 RELOCATION OF SERVICE CONNECTION AND TEMPORARY CONNECTION Relocation of Service Connection a Due to Public Works If for public improvement such as street widening grading excavating sidewalk spaces or for other reasons beyond the MEPCO s control the MEPCO has to move distribution facilities from the existing position or new facili
34. challenge the defective status of the energy meter and the MEPCO 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 MEPCO and informs of having requested the Electric Inspector POl to check the accuracy of the 13 MEPCO s metering equipment installed at his premises or the status of the meter regarding it being defective or otherwise the MEPCO shall not remove or take off the impugned metering equipment from the consumer s premises until the Electric Inspector has conducted a test of the impugned metering equipment at site in the presence of MEPCO 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 Cost of Mode of Period bios replace Determinatio a ka naa pila und of Remarks ment of n of Oy UMOrYy Loss defect meter consumption Defective The On meter Defective damaged bu competent being charging rnt meter not Authority to declared as to a due to det
35. charged if the meter wears out through normal atmospheric effects or through some internal fault in a meter for which a consumer be held responsible For such cases the normal course of action on part of MEPCO should be to replace the meter with healthy meter However if the MEPCO feels that the quantum of energy lost because of malfunctioning of the metering equipment is more than ONE billing cycle then in such as case the MEPCO 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 VIll 31 10 CHAPTER 10 CONSUMER COMPLAINT General Complaint 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 MEPCO expeditiously In order to redress consumer complains Consumer Service Centers shall be approached for all types of complaints to be lodged by the consumer Additionally one Window Operations are established in the MEPCO 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 of handling and redressal of such complain
36. d unless extended further on the request of the consumer and confirmation by the MEPCO 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 MEPCO 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 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 MEPCO or if it is not dismantled and is taken over by the MEPCO 10 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 MEPCO The MEPCO 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 MEPCO the consumer may procure the equipment according to the laid down specifications of the MEPCO for the metering equipment as per the Grid Code Distribution Code METER LOC
37. ding 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 system and not due directly to system fault current 3 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 NTDC means National Transmission and Dispatch Company as licenses by NEPRA Power Factor means the ratio of kVAh recorded during the month or the ratio of kWh to the square root of sum of square of kWh and kVARh Premises means the building site location where Electric Power is required consumed Primary Service Connection means any connection which is provided at 11 KV or above Public 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 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 Rural Area means the area falling within the jurisdiction of all rural local bodies including without limitation Union Councils Tehsil Councils and Zila Councils Sanctioned Load means the load in kilowatts sanctioned by the MEPCO Service Drop means the cable of appropriate current carrying capacity to connect the CDS DDS to the Premises at the i
38. e 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 material and equipment at time for obtaining connection d In case of reconnection of a disconnected premises where no arrears receipt are outstanding against the premises and due to some reason serviceable equipment is available at site MEPCO may utilized such equipment and cost of such material will not be recovered from the consumer subject to the such satisfaction of the MEPCO that the material is genuine operationally safe and the equipment has a reasonable serviceable life of payment the MEPCO shall issue reconnection orders for implementation by the field office after fulfilling the formalities as per reconnection 26 8 4 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 consumer 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 co
39. ecurities 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 Available site plan of Industry premises where connection is required In case of change of name extension or reduction of load a certificate from the Revenue Office MEPCO to the effect that no arrears are outstanding against the premises along with proof of owner ship NOC Wiring test report would be required in case of extension reduction of load DESIGN COST ESTIMATE AND DEMAND NOTICE a After the receipt of Application Form along with the required documents the MEPCO s Office 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 MEPCO office for payment by the applicant Demand Notices for Service Connection cost technical criteria given at Annexure and Security Deposit shall be sent under registered post or courier to ensure their delivery to the applicant may receive it personally for that receipt may be obtained from applicant for record i For payment branches of designated banks authorized to re
40. ering 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 in correct the impugned metering equipment shall be removed from the premises with the written consent of the consumer and the MEPCO in the absence of any interference or alteration in the mechanism of the impugned metering equipment being detected by the MEPCO shall install a correct meter without any further delay Where it is not possible for the MEPCO to install check metering equipment of appropriate capacity due to non availability of such equipment or otherwise in 12 series with the impugned metering equipment to check the accuracy of the impugned metering equipment as described above the MEPCO 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 availa
41. ermine defective maximum consumer type of Next higher of two fault fault defect office billing gah As given above shall be the Review cycles for NIL MEPCO at 4 4 e respective Committee regular load POI bills No sanctioning NEPRA in previous authority the order of charging appearance on defective code Slowness Through previous Test check owing to age consumption Performa to be other data Check got signed by reasons not Costtobe meter Slowness the consumer related to borne by through do do do his authorized illegal MEPCO check Rotary representative abstraction Substandard or POI at the stealing Grid meter power time of analyzer inspection Meter Consumer Verification of defective To pay load Check damaged meter Rotary burnt due to Substandard Consumer s another meter in fault Series OR at including Grid meter ag ka kang sag over loading power analyzer internal wiring defect NOTE See the matrix at Annexure VIll 14 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
42. ervice Manual and any documents instruments approvals or authorizations issued or granted by the Authority in exercise of its power under the Act Applicant means any person who applies to a distribution licensee for provision of electric power service or modification thereof Application A request to the authorized office of the MEPCO for an electric service connection on the prescribed form Form annexed as Annexure IV Bulk Power Consumer BPC means a consumer who purchases or services electric power at one promises in an amount of one megawatt or more or in such other amount and voltage level and with 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 Common Distribution System CDS means the distribution system as defined in the Eligibility Criteria Regulations 2003 Conductor means a wire cable or other form having suitable capacity for carrying electric current and used for movement or delivery of electricity Connecting Point means the point where the dedicated distribution system of the applicant is connected with the existing common distribution system 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 2 21 22 23 24 25 26 27 28 29 30 31 32 33 34
43. es printed on monthly Electricity Consumer Bills The connection of consumers who still do not make payment of their arrears shall be disconnected on the maturity of disconnection notice after expiry of the stipulated period In case of the consumers who shift sites of their tube wells poultry farms cattle farms and industries to other locations without clearing the pending electricity bills MEPCO shall take legal action to recover the arrears The consumer who sell their houses shops industries seasonal factories etc without making payment of electricity bills MEPCO shall recover the arrears from the new occupants of the defaulting premises 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 consumer shall be taken according to the procedure as described in Chapter No 8 DISCONNECTION AND RECONNECTION Proceedings against disconnected Defaulting consumers In case consumer fail to pay the arrears amount all legal measures action shall be initiated against such consumers for recovery of outstanding dues 28 CHAPTER 9 DISHONEST ABSTRACTION CONSUMPTION OR USE OF ENERGY 9 1 THEFT OF ELECTRICITY ENERGY a DIRECT THEFT OF ELECTRICITY BY REGISTERED UN REGISTERED CONSUMER OF A MEPCO i If a premises person is found to be hooked directly with the MEPCO supply li
44. f consumer of category to IV as defined in Chapter 2 where line voltage 11000 volts or higher up to 132 KV 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 MEPCO or b A consumer Sub Station if furnished installed owned and maintained by the consumer Distribution Sub Station The MEPCO will install a Sub Station for such General Purpose consumers The MEPCO shall ensure that all the installations are in accordance with the MEPCO 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 MEPCO The equipment may be supplied by the MEPCO on payment However for such facilities the responsibility of the MEPCO shall only be up to the metering point interconnection point For such installation 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 CONSU
45. f defective meters 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 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 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 prepared keeping in view the number of months for which the readings have In cases where accumulated readings are recorded segregated bills shall be been accumulated to give relief to the consumers MDI Bulk supply consumers for their knowledge and guidance The monthly bill can also be downloaded from MEPCO s website in case of non receipt of The consumers are advised to read the PAYMENT OF BILLS
46. fficient 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 don t need them as even an empty motor uses 40 of the full load power ii Compressed air Find and fix leaks 42 13 a b Most business using compressed air can save upto 30 simply by fixing any leaks Try to lower the operating pressure Reducing it by just 1 bar 15psi will save about 7 the energy Ensure there is a good supply of cool air around the compressor This will ensure it does 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 10 iv Improve heating operation systems By checking burner air to fuel ratios and the heat transfer surfaces v Impr
47. hazardous extension of balconies at the upper of houses in mohallas which comes 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 CHAPTER NO 13 EFFICIENT USE AND CONSERVATION ELECTRIC POWER General MEPCO 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 Consumer are advised to be energy smarts ENERGY EFFICIENCY AND ENERGY SAVINGS The use of present day technology boots 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 system to same energy costs all the time many of which are at low or no cost a Many of quickest and easiest ways to same 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 low wattage or more efficient ones iv Reduce air conditioning thermostat setting v
48. ides 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 lll Opo NO OT E ee DO 10 11 12 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 As 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 MDI As defined in the Tariff Terms and Conditions Month As defined in the Tariff Terms and Conditions Power Factor As defined in the Tariff Terms and Conditions Temporary Supply As defined in the Tariff Terms and Conditions OTHER DEFINITIONS 13 14 15 16 17 18 20 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 S
49. ies 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 xX Meter digits upset xi Meter running reverse xii Meter connected on temporarily permanently disconnected premises xiii Meter found missing at site xiv Mete found at site but no record exits in the office 29 XV xvi Any other means which can cause interference in true recording of uantum of energy units by the metering equipment Procedure for establishing illegal abstraction shall be as under vii viii Upon knowledge of any of the items in 9 1 b the concerned office of the MEPCO will act as follows Secure meter without removing it in the presence of the owner occupier or his authorized representative respectable person of the locality Install check meter and declare it as billing meter Shall constitute a raiding team including Magistrate POL E I Officer of MEPCO in case of residential commercial consumes 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 MEPCO 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 Once confirmed that illegal abstraction is being done serve notice to the consumer informing him of
50. 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 MEPCO shall serve a clear 7 days notice to the defaulting consumer to either clear the outstanding dues with the current bill or face disconnection and panel action Upon non receipt of payment even after the expiry of the notice period the supply of the defaulting premises shall be disconnected In such cases the disconnected supply shall not be reconnected or restored by the MEPCO 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 MEPCO to make the 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 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 MEPCO the Electric Inspectors officer Provincial Office of Inspection or NEPRA for all such proper restraint orders shall be issued MEPCO shall also not disconnect the supply if a restraining order to this effect has been issued from any court of law If a consume extends his existing load beyond the sanctioned load he shall be issued a notice along with evidence thereof to apply for extension of lo
51. igence 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 MEPCO s meters and other property or facilities resulting from the use or operation of appliances and 45 facilities on consumer s premises including but not limited to damage caused by electricity steam hot water or chemicals c If a consumer new applicant developer or other person is found to be responsible for any damage done to the MEPCO property such damages shall be reimbursed to the MEPCO 14 4 Liability of The Consumer for Damage to the MEPCO Apparatus a 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 MEPCO 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 MEPCO always excepting 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 MEPCO on the consumer s premises b Provided that the liability of the consumer for the cost of resealing any metering equipment or other apparatus belongi
52. 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 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 MEPCO 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 MEPCO 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 iil 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 Providing that the Security Deposit shall be updated and transferred if no arrears are outstanding In case of change of tariff and or 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 15 The security amount deposited by the consumer a
53. jabad 061 4396055 0345 8540180 Rehan Ali Chohan SDO Shujabad 061 4396056 0345 8540238 Mumtaz Ali Solangi SDO Sikandarabad 061 4396856 0345 8540246 Aziz ur Rehman SDO Jalal Pur Pirwala 061 4210538 0345 8540247 Izhar Ul Haq SDO Ali Pur Sadaat 061 0345 8540249 Muhammad Sarwar R O Shujabad 061 4396650 0345 8540235 XEN MOUSA PAK Fax No 6524545 6213044 Mushtaq Athangal XEN Moosa Pak 061 6524545 0345 8540181 Imran Umer Lodhi SDO Gulgasht Multan 061 9210151 0345 8540258 f 4547795 Shahid Iqbal SDO Shamas Abad MTN 061 9239750 0345 8540257 6781952 Taj Mahmood Qamar SDO Hasanabad Multan 061 6782890 0345 8540259 Baber Ali Sarwar SDO Bosan Road MTN 061 9210152 0345 8540260 Muhammad Jaya R O Moosa Pak 061 9239527 0345 8540250 Akthar XEN KABIRWALA Fax 065 2400708 51 Iqbal Khan Pahor XEN Kabirwala 065 2400709 0345 8540182 Meher Nawaz SDO M Pur Poharan 065 2411809 0345 8540264 Irfan Yaqoob SDO Kabirwala 065 AY 0345 8540261 Tariq Mehmood SDO Kacha Khuh 065 2610888 0345 8540266 Faraz Ahsan LS SDO Sira e Sidhu 065 2445000 0345 8540262 Ghulam Abbass Bajwa R O Khanewal Il 065 D G KHAN CIRCLE Fax 064 9260240 Wazir Ahmed Sheikh S E Operation D G Khan 064 9260229 0345 8560350 Bashir Ahmed Tech Officer 064 9260235 0345 8560351 AAP PAG Addl Director DCM 064 9260390 0345 8560352 D G KHAN
54. l 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 TABLE FOR CONSUMPTION OF ELECTRICITY ELECTRICITY USE ELECTRICITY COST MONTH January LAST YEAR THIS YEAR DIFF ERENCE LAST YEAR THIS YEAR DIFF ERENCE February 41 March April May June July August September October November December Total 13 6 GENERAL TIPS INDUSTRIAL OPERATIONS 2 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 a 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 b Office better value to your customers Cutting your overheads means production costs will go down making your products and services more competitive c Here are some tips specifically for manufacturing or industrial processes to help you save energy in key areas i Motors Keep you motor maintained extend your motors operating life If motor is not working at its most e
55. line 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 Cheques 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 19 the amounts received Authorized officer of Bank Post Office shall sign bills and counter foils in order to authenticate the transaction iil The Bank branches Post offices shall retain counter foils and return the acknowledged bills to payers consumers MEPCO 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 CHAPTER 7 TARIFF TARIFF Tariff means the rates charges terms and conditions f
56. llection of arrears upon or following reconnection 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 reconnection and service Requirement of safety and security Efficient use of electric power including with reference to characteristics of supply or usage such as time of day week or season Procedure and the time frame for handling and redressal of different types of consumer complaints The Consumer 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 l Eligibility Criteria Regulation 2003 Annexure ll Rules and regulations when and where applicable 1 3 INTERFACES WITH CONSUMER FORUMS MEPCO shall make efforts to have interface with the Consumer Forums Councils and Associations Efforts shall be made to improve MEPCO Consumer relationship and the consumers awareness about utility s programs activities services Consumer Services Centers and One Window Operations shall be established for the convenience of the consumers operating around the clock 1 1 4 DEFINITIONS MEPCO operating in pursuance of the distribution license granted by NEPRA is allowed to charge only such tariff as approved by NEPRA Such tariff prov
57. msul Haq Shaikh SDO G Iqbal 068 9239023 0345 5020835 Muhammad Ishaq SDO Chowk Bahadar Pur 068 9230376 0345 5020837 Malik Ghulam Fareed SDO Jinnah R Y Khan 068 9230366 0345 5020836 KHANPUR DIVISION Fax 068 5574111 Abdul Hafeez Bhatti XEN OP 068 5572150 0345 5020827 Mohammad Arif AM CS 068 5572153 0345 5020839 Wazir Ali SDO City Khanpur 068 5572151 0345 5020840 Tariq Aziz Memon SDO Rural Khan pur 068 5572152 0345 5020841 Fayaz Qurban SDO Kot Samaba 068 5566123 0345 5020844 Mohammad Afzal J oiya SDO Zahir Pir 068 5562210 0345 5020845 SDO M Wali Qurashian 068 5565210 0345 5020843 LI AQAT PUR DIVISION FAX 068 5795174 Mr Khursheed Ahmed XEN OP Liqaut pur 068 5795173 0345 5020828 AM CS 068 5792173 0345 5020853 Hamid Ali SDO City Liaquat Pur 068 5795172 0345 5020846 Irfan Manzar SDO Feroza 068 5581210 0345 5020851 Sajjid Salahuddin SDO Khan Bella 068 2210375 0345 5020847 Abdul Manan SDO Allabad 068 5795176 0345 5020849 SADI Q ABAD DIVISION Fax 068 5801899 Khizar Dawood Awan XEN OP Sadiq Abad 068 5801900 0345 5020829 AM CS 068 5801700 0345 5020831 Insaf Ali Brohi SDO Jamal Din Wali 068 5672324 0345 5020856 Mumtaz Ali SDO City Sadiqabad 068 5703918 0345 5020854 Abdul Aziz Sheikh SDO Satellite Town 068 5703919 0345 5020855 Iqbal Hussain Bhuttu SDO A P Lamma 068 5700559 0345 5020857 MUZAFFARGARH CIRCLE Fa x 066 9200066
58. ndependent Complaint Offices to attend such complaints These complaint 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 MEPCO s Complaint Cells d SPECIAL ARRANGEMENTS FOR HANDLING SPECIAL REQUESTS FROM ELDERLY AND HANDICAPPED CONSUMERS MEPCO shall make special arrangements for handling requests from elderly and handicapped consumers with regard to consumer related issue e DEVELOPMENT OF WEBSITE FOR CONSUMERS SERVICES The MEPCO shall develop a Website for Consumer Service The consumer service can also be part of the MEPCO main Website The site shall contain following information facilities i Consumer 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 f The manual shall contain the telephone numbers of all the important officers of the MEPCO and the complaint centers The MEPCO shall also place a soft copy of approved manual on its website for down loading 35 11 CHAPTER 11 TRANSFORMER AND CONSUMER SUB STATION TRANSFORMER INSTALLATION ON CONSUMER S PROPERTY General In case o
59. ne by bypassing the metering equipment or if the consumer is using electricity direct from the MEPCO s supply line and or the person living in the premises in not a consumer of MEPCO then the MEPCO shall interalia process the case as THEFT of electricity For all such cases the MEPCO shall register an FIR with the police The FIR is to be registered by a responsible officer of the MEPCO not below the rank of Sub Divisional Officer ii All theft cases of direct hooking would be dealt by MEPCO directly 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 MEPCO 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 iii MEPCO shall be authorized to recover its losses by raising a detection bill as per its own procedure b ILLEGAL ABSTRACTION OF ELECTRICITY BY REGISTERED CONSUMERS The following indications shall leads to further investigations by MEPCO for illegal abstraction of electricity For such cases the MEPCO shall observe the procedure as laid down under 9 1 c i Prize bond postal order meter security slip removed ij Bond terminal cover seal of the meter broken bogus tampered iii Terminal cover of the meter missing iv Holes made in the KWH meter bod
60. ng to MEPCO on the consumer s premises shall be as prescribed in the MEPCO Schedule of General Charges in force time to time 14 5 Right of way The right of way shall be as per the terms and conditions set in the Eligibility Criteria 14 6 Failure of Supply Due to Force Majeure The MEPCO shall not be liable for any claims for loss damages 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 14 7 OBLIGATIONS OF CONSUMERS Interference with Service i Consumer who operate equipment which causes detrimental voltage fluctuations such as but not limited to hoists welders x ray apparatus radio transmitter elevator motors compressors and furnaces must reasonably limit such fluctuations upon request by the MEPCO 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 transmitter and resistance welders iii The MEPCO may require the consumers to provide at their own 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 MEPCO shall furnish energy at 11 KV 46 a iv The consumer should also make arrangement to filter out or prevent harmonic distortions traveling onto interferi
61. ng with the MEPCO s system 14 8 POWER FACTOR The MEPCO encourages consumer to maintain a power factor of at least 90 to avoid penalties 14 9 Consumer Obligation To Remedy Consumer must use their best endeavors to abide any non compliance of this Manual within the time period specified in any notice of not compliance sent by MEPCO 14 10 Disconnection of Supply for Non Compliance a MEPCO may disconnect supply to a consumer if b The consumer has not fulfilled an obligations to comply with this manual c The MEPCO 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 CHAPTER 15 VIOLATION OF INSTRUCTIONS The distribution Company shall ensure that it complies with the provision of the Consumer Service Manual while dealing with consumer complaints The Consumer Service Manual shall to treated as an applicable documents as defined in Chapter 1 In case the consumer complainant is not satisfied with the response 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
62. nsumer whose security has not been adjusted against arrears but their disconnected period is more than 365 days for such consumer the difference in amount between the security deposit already available with the MEPCO and the prevailing rate at the time of reconnection shall be charged iv For consumer whose security has been adjusted against the 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 1001 and Rs 5000 Rs 300 iii For arrears between Rs 5001 and Rs 15000 Rs 900 iv For arrears between Rs 15001 and Rs 1 Lac Rs 2000 v For arrears between Rs 1 Lac and Rs 5 Lac Rs 2000 vi For arrears above 5 Lac Rs 10000 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 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 c
63. nt Late delivery of Bills As printed on the reverse of the monthly bills in such cases the officer of MEPCO can extend the date in accordance with powers delegated to them Issuance of Duplicate Bill SDOs and ROs and In charge Customer Service Centers are competent to issue the duplicate bills Game day Consumers having internet facility can also download their electricity bill from the MEPCO s web site Change of Tariff Decisions are taken by Executive Engineers KENS in cases of tariffs A1 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 date 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 MEPCO 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 MEPCO 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
64. nter 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 Secondary Service Connection means a connection which is provided at 400 volts or below 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 MEPCO s supply line regardless of the location of the MEPCO s meters or Transformers 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 expected applicants by any person agency other than the applicants 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 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 MEPCO as approved by NEPRA and notified by the Government of Pakistan Underground Distribution System means an electric distribution system with all wires installed underground except those wires within surface mounted equipment enclosures Urban Area means the area falling within the jurisdiction of all urban local bodies or devel
65. o them vii Bills calculated on an average basis are usually on the higher side which need reconsideration and correction from the next higher authority within 15 days from the receipt of complaint Viii Detection bills are prepared on the basis and for a period not acceptable to the consumers if referred to MEPCO decision within 15 days from the date of receipt of request 32 ix x X1 xii xiii xiv XV xvi xvii Detection bills issued on mere assumptions or reasons which cannot be attributed to consumers involvement in illegal act theft of energy if referred to MEPCO decision within 7 days from the date of receipt of the complaint Wrong billing due to wrong meter reading within 3dyas from 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 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 month bills Revenue Officers ROs as well Bank Managers In charge 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 complai
66. onging to the MEPCO 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 MEPCO is authorized to take away and cut off such supply any electric supply lines meters maximum demand indicators or other measuring apparatus fittings works apparatus belonging to the MEPCO or Along all other things necessary or incidental to the proper supply or maintaining such supply to the consumer s premises Facilities To Be Provided By The Consumer a The MEPCO 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 times service is to be terminated The consumer s utility system shall be open for inspection to authorized representative of MEPCO The consumer s failure to do so within a reasonable period of time may result in disconnection The Consumer must provide access to all electric meters upon request for billing purpose If a premises is unoccupied locked an appointment to obtain meter reading will suffice for a maximum period of three 3 months After that a new appointment will be required to update the readings Property Damage a The MEPCO is not responsible for any loss or damage caused by any negl
67. opment authorities including without limitation Town Committees Municipal Committees Municipal Corporations Metropolitan Corporations and Cantonment Boards Voltage means difference of potential or electric pressure in an electrical circuit measured in volts Voltage Drop means the reduction in the voltage between two reference points Voltage Fluctuation means a series of voltages changes or a cyclic variation of voltage 58 ACRONYMS ABBREVIATIONS A amp PSC Application and Power Supply Contract AMO or SDO Assistant Manager Operations or Sub Divisional Officer CE Chief Engineer CEO Chief Executive Officer CP Form Commercial Procedure Form DCC DISCO Computer Center DCM Deputy Commercial Manager DCO Disconnection Order DG COM Director General Commercial DISCO Distribution Company DM or XEN Divisional Manager or Executive Engineer Division DN Demand Notice ERO Equipment Removal Order GM CS General Manager Customer Services GM R amp CO General Manager Recovery kWh Kilo Watt Hour LP Late Payment LS I Line Superintendent Grade i LS I Line Superintendent Grade ll M Com Manager Commercial MCO Meter Change Order MDI Maximum Demand Indicator MO or SE Manager Operations or Superintending Engineer Circle MS I Meter Supervisor Grade MS Il Meter Supervisor Grade ll MSB Meter Security Box NEPRA National Electric Powe
68. or generation of electric power transmission interconnection distribution services and sales of electric power to consumers by a MEPCO MEPCO s shall charge only such tariff from consumers as is approved by NEPRA and duly notified by Government of Pakistan from time to time MEPCO s 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 made available in MEPCO offices and shall be provided to the consumers on demand free of cost Copy thereof is attached as Annexure lll All consumer queries clarifications in respect of applicable tariff shall be adequately addressed by the MEPCO 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 Annexure l 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 MEPCO 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
69. ove pumping operation systems By matching the pumps to system requirements SUGGESTION AND RECOMMENDATIONS 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 mangers who can remove barriers and commit resources to projects 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 include experts in energy management and troubleshooting works both during and after the assessment process to i Evaluate all of the industrial systems to calculate how and where your plant uses energy ii Help find opportunities to increaser efficiency 43 iii Determine potential upgrades and emerging technologies that might work or your plan and iv Implement cost saving measures c Employee Involvement Emphasis will be given on the employee s involvement by educating and encouraging them to follow the tips like Turn off lights when leaving work areas Report leaking faucets lavatory fixtures piping etc Keep windows and outside doors closed if air
70. poles structures 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 Braches 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 tower xii Unsafe working practices by employees RCDs Residual Current Devices also called Earth Leakage Circuit Breakers ELCBs Ground Fault Circuit Interrupters GFCls 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 system Electricity is more dangerous in the presence of water During rains near swimming pools tanks or other water bodies in laboratories on construction site for temporary functions weddings etc special care must be taken to use proper wiring and protective equipment especially RCDs Such installation needs to be inspected on a regular basis Use proper circuit breakers in preference to re wireable fuse cut outs Metallic and chemical string must not be used for kite flying as it poses serious danger to life and damages electricity installation Safety clearance from electricity conductors and equipment e g
71. r it is necessary that electrical installation at the consumer s premises conform to the rules established by the MEPCO 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 d No additions alterations repairs and adjustments to existing installation except such replacement of lamps fuses switches low voltage domestic appliance and 38 12 4 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 In case of fatal electrical accident to a person an immediate report shall also be made to the nearest police station and to the MEPCO s Complaint Centre NTDC 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 MEPCO i Damaged or faulty insulators ii Burns on conductors insulator pins or metal work iil Damaged cross arms on
72. r Regulatory Authority PEPCO Pakistan Electric power Company RCO Reconnection Order RO Revenue Officer AM CS SCO Service Connection Order SR Store Requisition TD Technical Director CHAPTER 2 NEW CONNECTION EXTENSION AND REDUCTION OF LOAD CHANGE OF NAME 2 1 2 2 2 3 GENERAL INFORMATION Information desired from MEPCO 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 page of MEPCO The local office of the area sub division is the main contact office where a separate window is available in addition to the consumer service centers established by MEPCO to provide all necessary information required regarding application for new connections and all other matters relating to consumer services and provision of electric power services 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 MEPCO and on the MEPCO s webpage as annexure lV 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 MEPCO s staff in the office where form is to be submitted d Application for new connection can
73. riod 3 Phase Connections of disconnection is upto ninety days For Industrial Supply amount of arrear due up to date of permanent disconnection C Tariff B 1 B 2 B 3 B 4 For Agriculture Tubewell and b In case he period of disconnection of D supply is ore that ninety days and upto lift irrigation pumps three years then the minimum fixed Tariff D charges will be recovered one month for 24 For Flat Rate Tariff D 1 For Bulk Supply Tariff C 1 C 2 C 3 For public Lighting Tariff G For ONE Point supply to Residential colonies attached to the premises of industrial supply consumer who have their own distribution facility Tariff H every quarter in addition to the minimum fixed charges or ninety days Period less than a quarter will be ignored for the purpose of recovery of minimum fixed charges amount of arrears due up to date of permanent disconnection c If the period of disconnection more than three years from the date of disconnection minimum fixed charges for the disconnected period beyond three years from the date of disconnection upto the date of reconnection shall be recovered in addition to the charges laid down in a amp b above The minimum fixed charges for period beyond three year shall be one month for every year Period less than a year shall be ignored in calculations NIL NIL NIL For Seasonal Industrial Supply Tariff F A
74. s 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 Revenue officer concerned After payment of final bill the respective load sanctioning Authority will approve the disconnection Disconnection for consumer supply shall be effected through removal of such facilities to avoid misuse of electricity during the period of disconnection NOTE In all case of reconnection MCOs or any case where meter is changed for any other reason Part Il 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 office in charge RECONNECTION The disconnected premises shall be reconnected at the request of the consumer if all outstanding electricity charges are paid and subject to 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 follow A For General Supply Tariff A I amp Minimum fixed charges of Rs 100 only A II single phase only for any period B For General Supply Tariff A I a Minimum Fixed charges for actual amp All period of disconnection of supply if pe
75. s specified in Tariff Terms and condition an as amended from time to time Where a Seasonal Supply consumer does not 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 premises 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 reconnection However at least ten clear das notice in writing under registered post shall be necessary to be given to the consume 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 as disconnected seasonal consumer for any season during which he does not come forward to have his seasonal Industry re 25 connected with the Company s Supply System Note For disconnected period Meter Rent Service rent shall be charged where applicable for the entire period of disconnection up to the date of reconnection b On Cost of material to be recovered at the time of reconnection a 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
76. t 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 16 6 1 6 2 CHAPTER 6 METER READING AND BILLING METER READING a c Meter reading of all the consumers of a MEPCO is carried out on a routine basis each month to record the consumption 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 sub division division of the MEPCO 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 reading 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 Meter Supervisors and Senior officers of the MEPCO 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 ili Units consumed during the month iv Append their initials
77. ter all energy to be supplied d Line side unmetered conductors and load side metered conductors are prohibited from occupying the same enclosure GROUNDING SYSTEM As defined in Distribution Code Grid Station 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 MEPCO and NTDC FIRE EXTINGUISHERS Suitable fire extinguishers shall be provided and maintained by the owner of agency to meet with any hazardous situation 37 12 1 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 MEPCO property the consumers shall abide by the general safety requirement of the Safety Code MEPCO shall take all the safety and security measures to avoid fatal non fatal accidents The consumer shall be educated through all possible means to observe safety measures in order to abide any casualty especially during the monsoon season OBLIGATIONS OF MEPCO MEPCO 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 MEPCO s electrical distribution system Network shall be carried out only by the MEPCO s authorized and trained personnel b The
78. the allegations and the findings and the requirement of a written reply from the consumer Should wait for seven working days for receipt of reply The reply to the notice shall be examined by the office higher in grade than the inspecting officer 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 The detection bill along with a disconnection notice for payment within seven days will be issued by the inspecting office Upon payment of the detection bill the tampered meter shall be replaced by the MEPCO at the cost of consumer and no further action will be taken by the MEPCO 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 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 I amp A Il For period beyond three billing cycles up to a maximum of six months is subject to approval of the Chief Executive of the
79. 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 within 365 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 b In case a disconnected consumer supplied 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 for the removed material was originally borne by the consumer or it was wholly subsidized by an external agency out side the MEPCO or if such cost had not element of subsidy by the MEPCO No credit of the cost of removed material will be accorded where it was partially subsidized by the MEPCO 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 MEPCO and as such no credit for depreciated value of subsidized cost will be provided c In case a disconnected consumer applied for reconnection after a period of thre
80. ts MEPCO shall handle a complaint in accordance with the procedure as laid down in this chapter COMPLAINT REGARDING NEW CONNECTIONS Compliant in respect of now availability of application and power Supply contract A amp PSC and other material delay in issuance of Demand Notice 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 complaint iii Defective meters within 2 billing cycles for meters changed under defective code iv Wrong application of surcharge e g late receipt of bank scrolls or loss of a scroll within 3 days of receipt of complaint v Adjustment arising on various matters including extension of due date and waiver of surcharge within 03 days from the receipt of complaint vi Generally the data for bills preparation is not sent in time to the MEPCO 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 MEPCO can extend the date in accordance with powers delegated t
81. ty 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 MEPCO On Consumer s Request If the 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 MEPCO 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 responsibility of the MEPCO TEMPORARY CONNECTION a A temporary electric power supply connection shall be provided by the MEPCO 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 upto 12 months by the load sanctioning authority subject to clearance of outstanding dues In case the connection is to be continued for 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 An applicant may apply for temporary connection for the following purposes i Illumination and lighting for weddings festival functions
82. ue SDO Rural Sub Divn SWL 040 9200313 0345 3911039 SAHI WAL DIVISION II Fax 040 9200309 Sohail Naseer XEN Sahiwal 040 9200569 0345 3911042 Farhan Naseer AM CS 040 4222992 0345 3911043 Abdul Rauf SDO Sahiwal City Sub Div 040 9200311 0345 3911044 Abdul Rauf SDO Multan Road 040 9200315 0345 3911045 Muhammad Rafiq SDO Harappa 040 4468049 0345 3911046 Muhammad Sohail SDO Shah Murad 040 4468050 0345 3911047 PAKPATTAN DIVISION Fax 0457 373651 58 Abdul Hameed Choudhry XEN Pakpattan 0457 371451 0345 3911063 Rana Abbas C Supdt AM CS 0457 374251 0345 3911064 Zulfiqar LS SDO P House Sub Division 0457 352280 0345 3911047 Yasar Arfat SDO Al Farid Sub Division 0457 374513 0345 3911065 Muhammad Iqbal LS SDO Noor Pur Sub Division 0457 352625 0345 3911068 Muhammad Saeed SDO Bonga Hayat 0457 352625 0345 3911069 ARIF WA LA DIVISION Fax 0457 830696 Mushtaq Ahmed XEN Arif Wala 0457 832098 0345 3911056 Muhammad Irshad AM CS 0457 831497 0345 3911057 SDO City S Division Arif 832703 Rao Iqbal LS Wala 0457 834121 0345 3911058 7 SDO Rural Sub Divn Mazoor Sabir LS Arif wala 0457 832801 0345 3911059 MSF 851703 Ghulam Mustafa LS Qaboola Sub Division 0457 0345 3911061 851498 Shahnawaz LS Sahiwal Road Arif Wala 0457 830802 0345 3911062 CHICHAWATNI DIVISION Fax 040 5482 929 Mahar Allah Yar XEN Chiahawatni 040 2486323 0345

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