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Performance Standards

STANDARDS OF PERFORMANCE AND AMOUNT TO BE PAID TO CONSUMERS FOR DEFAULT IN EACH CASE

 

Sl. No. Nature of Service Standards of Performance (Indicative maximum time limit for rendering service)
1 Normal fuse-off calls Urban Within 6 hours of recording of complaints
    Town Within 8 hours of recording of complaints
    Difficult Within 10 hours of recording of complaints
2  Line Breakdowns Urban Within 8 hours of recording of complaints
    Town Within 12 hours of recording of complaints
    Difficult Within 16 hours of recording of complaints
 3.  Under ground cable Urban within 24 hours from the time of occurrence of breakdown
    Town within 48 hours from the time of occurrence of breakdown
    Difficult within 48 hours from the time of occurrence of breakdown
 4.  Distribution Transformer Failure Urban Within 24 hours of reporting of failure of transformers
    Town Within 36 hours of reporting of failure of transformers
    Difficult Within 48 hours of reporting of failure of transformers
5 Period of Scheduled outages  
  Maximum duration in a single stretch Not to exceed 10 hours
6 Meter complaints  
  Inspect and check correctness except replacement Within 5 days
  Replace slow, creeping or stuck ordinary meters Within 7 days
  Replace defective CT meter Within 30 days of receipt of complaint
7 Application for new connection / additional load  
  Release of supply where service is feasible from existing line without system deviation (Weather proof connection only) As specified in Kerala Electricity Supply Code Regulations, 2014
  Release of supply where extension of line, network expansion / enhancement required for providing connection As specified in Kerala Electricity Supply Code Regulations, 2014
7 Erection of substation for release of supply As specified in Kerala Electricity Supply Code Regulations, 2014. Applicable for those who have remitted cost as per Section 46 of the Electricity Act, 2003.
8 Transfer of ownership and change of category Within 14 days of receipt of application in complete shape
9 Conversion of LT single phase to LT three phase service connections Within 30 days from the date of payment of charges if no additional line or substation is involved
10 Conversion from LT to HT As per Kerala Electricity Supply Code Regulations, 2014
11 Resolution of complaints on consumer's bills  
  If no additional information is required Within 24 hours of receipt of complaint
  If additional information is required Within 7 days of receipt of complaint
12 Reconnection of supply following disconnection Within 24 hours
13 Payment of Exgratia in case of electric accidents  
  If it is established that accident is not due to the fault of the victim Within 30 days without waiting for the report from CEIG
  In other cases Within 30 days after receipt of report from CEIG
14 Refund of deposits Within 60 days after receipt of request and deposit receipt
  For item no. 1, 2 and 3, 6 pm to 8 am on the next day will not be considered as delay for calculation.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Sl. No. Nature of Service Standards of Performance (Indicative maximum time limit for rendering service)
1 Normal fuse-off calls Urban Within 6 hours of recording of complaints
    Town Within 8 hours of recording of complaints
    Rural Within 24 hours of recording of complaints
    Remote / Hilly Within 36 hours of recording of complaints
    Punja Within 48 hours of recording of complaints
2 Line Breakdowns Urban Within 12 hours
    Town Within 16 hours
    Rural Within 24 hours in all cases
    Remote / Hilly Within 36 hours in all cases
    Punja Within 48 hours in all cases
3 Distribution Transformer Failure Urban Within 24 hours of reporting of failure of transformers
    Town Within 38 hours of reporting of failure of transformers
    Rural Within 48 hours of reporting of failure of transformers
    Remote / Hilly Within 60 hours of reporting of failure of transformers
    Punja Within 60 hours of reporting of failure of transformers
4 Period of Scheduled outages  
  Maximum duration in a single stretch Not to exceed 12 hours
  Restoration of supply By 9 pm on any day
5 Meter complaints  
  Inspect and check correctness Within 30 days
  Replace slow, creeping or stuck meters Within 30 days
  Replace burnt meters if cause not attributable to consumer Within 7 days of receipt of complaint
  Replace burnt meters in all other cases Within 48 hours of payment of charges by consumer
6 Application for new connection / additional load  
  Release of supply where service is feasible from existing line without system deviation (Weather proof connection only) Within one month of receipt of application in complete shape and remittance of CD and connection charges.
  Release of supply where extension of line, network expansion / enhancement required for providing connection As specified in Kerala Electricity Supply Code Regulations, 2005
7 Erection of substation for release of supply As specified in Kerala Electricity Supply Code Regulations, 2005. Applicable for those who have remitted cost as per Section 46 of the Electricity Act, 2003.
8 Transfer of ownership and change of category Within 14 days of receipt of application in complete shape
9 Conversion of LT single phase to LT three phase service connections Within 30 days from the date of payment of charges if no additional line or substation is involved
10 Conversion from LT to HT As per Kerala Electricity Supply Code Regulations, 2005
11 Resolution of complaints on consumer's bills  
  If no additional information is required Within 24 hours of receipt of complaint
  If additional information is required Within 7 days of receipt of complaint
12 Reconnection of supply following disconnection Within 24 hours
13 Payment of Exgratia in case of electric accidents  
  If it is established that accident is not due to the fault of the victim Within 30 days without waiting for the report from CEIG
  In other cases Within 30 days after receipt of report from CEIG
14 Refund of deposits Within 60 days after receipt of request and deposit receipt
  In case KSEB fails to achieve the above standards, consumers are eligible for payment of compensation @ Rs. 10/- for item no. 5, Rs. 25/- for item nos. 1, 2, 3, 4 and 11, Rs. 50/- for item no. 6, 8, 9, 10 12, 13 and 14 and Rs. 100/- for item no. 7.
  For item no. 1, 2 and 3, 6 pm to 8 am on the next day will not be considered as delay for calculation of compensation.