ANNEXURE I OF ORDER NO: 2 OF 2007 STANDARD OF PERFORMANCE COMPLIANCE REPORT QUARTER : OCTOBER 17 TO DECEMBER 17

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1 ANNEXURE I OF ORDER NO: 2 OF 2007 STANDARD OF PERFORMANCE COMPLIANCE REPORT QUARTER : OCTOBER 17 TO DECEMBER 17 PREPARED BY : "Torrent Power Limited, Ahmedabad/ Gandhinagar & Surat License Area" SUBMITTED TO : GUJARAT ELECTRICITY REGULATORY COMMISSION DATE :

2 Quarter : Q3 - October-December Performa SoP 001: Fatal and Non-fatal accident report Name of Area/Circle FH NFH FH FA NFH FH NFH FH FA NFH Ahmedabad License Area FH-Fatal human, NFH-Non fatal human, FA-Fatal Animal Number of Accident in the Quarter Departmental Out side Cummulative since the first quarter of the FY (Departmental) Cummulative since the first quarter of the FY (Out side)

3 Performa SoP 001: Fatal and Non-fatal accident report Name of Area/Circle Number of Accident in the Quarter Departmental FH NFH FH FA NFH FH NFH FH FA NFH Surat License Area FH-Fatal human, NFH-Non fatal human, FA-Fatal Animal Out side Cummulative since the first quarter of the FY (Departmental) Cummulative since the first quarter of the FY (Outside)

4 Performa SoP 003B: Register For Compiling The Complaints Classificationwise Ahmedabad License Area A(i) Classification Interruption in Power Supply due to loose connections from pole - Fuse blown complaints 1 Pending complaints of previous quarter Complaints received during the quarter Total Complaints Within 50% of stipulated time No. of complaints redressed during the quarter Within stipulated time Up to double the stipulated time More than double the stipulated time Total 9 = total 5 to 8 Balance complaints to be redressed 10 = (4-9) 3 6,869 6,872 6, ,872 - A(ii) Interruption in Power Supply due to line breakdown 29 21,015 21,044 21, , A(iii) Interruption in Power Supply due to failure of transformer A(iV) Interruption in power supply due to shutdowns/ load shedding/ others ,825 12,103 12,092-12, B(i) Quality of Supply Complaints which require no Augmentation B(ii) Quality of Supply complaints requiring Augmentation of HT/EHT network C(i) Meters - Stopped/Defective meters 54 6,474 6,528 6, , C(ii) Meters - Billing on average basis for more than two bills - D(i) Overhead lines - Loose wires - D(ii) Overhead lines - Inadequate ground clearance - E(i) Bills - For current bills where no additional information is required - E(ii) Bills - For bills where additional information/site visit is required 39 2,577 2,616 2, , F(i) Service Connections - Where extension of mains is not required - F(ii) Service Connections - Where extension of mains is required F(iii) Service Connections - Modification in connected load F(iV) Service Connections - Name Change/Reconnection G Refund of amount in case of temporary connection - H Others Total ,573 50,043 49, ,

5 Performa SoP 003B: Register For Compiling The Complaints Classificationwise Classification Pending complaints of previous quarter Complaints received during the quarter Total Complaints Within 50% of stipulated time No. of complaints redressed during the quarter Within stipulated time Up to double the stipulated time More than double the stipulated time Total Balance complaints to be redressed = total 5 to 8 10 = (4-9) Surat License Area A(i) Interruption in Power Supply due to loose connections from pole - Fuse blown complaints A(ii) Interruption in Power Supply due to line breakdown , A(iii) Interruption in Power Supply due to failure of transformer A(iV) Interruption in power supply due to shutdowns/ load shedding/ others B(i) Quality of Supply Complaints which require no Augmentation - B(ii) Quality of Supply complaints requiring Augmentation of HT/EHT network C(i) Meters - Stopped/Defective meters , C(ii) Meters - Billing on average basis for more than two bills - D(i) Overhead lines - Loose wires - D(ii) Overhead lines - Inadequate ground clearance - E(i) Bills - For current bills where no additional information is required - E(ii) Bills - For bills where additional information/site visit is required F(i) Service Connections - Where extension of mains is not required F(ii) Service Connections - Where extension of mains is required - F(iii) Service Connections - Modification in connected load F(iV) Service Connections - Name Change/Reconnection G Refund of amount in case of temporary connection - H Others Total ,

6 Performa SoP 004: Publicity carried out Sr. No. Actions or steps carried out by distribution licensee towards public awareness in the quarter Website Likely number of consumers influenced 1 Bill Glossary New Tariff Consumption Calculator Procedural Guidance Payment Options Contact details Call Center details and numbers Our Zonal Offices address Torrent Power Mobile Links concept and details Form Downloads (important application forms) FAQ's Consumer Charter Online Bill Payment (how to pay and related forms) Energy Conservation tips Safety Tips Electricity Supply Code (copy of the code) Shutdown / Planned shutdown announcements and schedule sessions to website Ahmedabad License Area Information boards Grievance redressal options (Internal / consumer redressal forum) 20 Lac Approx (across 6 locations) Information boards for substation requirement 4 Lac (across 6 locations) SD and SLC Information Board 4 Lac (across 6 locations) Form Filling Assistance Board at NZO 2.0 Lac Approx Form Filling Assistance Board at CZO 2.0 Lac Approx 2 Form Filling Assistance Board at AZO 1.5 Lac Approx Form Filling Assistance Board at GZO 0.25 Lac Approx Form Filling Assistance Board at SNN 0.5 Lac Approx Form Filling Assistance Board at Naroda 0.5 Lac Approx Online Bill Payment Board 4.5 Lac (across 3 locations) ATM Drop box Payment Option Board 4.5 Lac (across 3 locations) Launch of new customer portal 4.5 Lac (across 3 locations) Information booklets / flyers Power Alert Service Flyer 4000 Energy Conservation Flyer Electrical Safety Flyer 4000 Power Factor Improvement Flyer 4000 Information related to web portal on flyers / tent cards / posters / visiting cards / danglers / hoardings / banners etc 4.5 lacs (across 3 locations) and overall publicity at 30 locations across Ahmedabad Details about media Web Site & portal Information Boards Information Booklets and Flyers, outdoor media etc 4 Bills Front Side: 1. Easy Pay Outlets (For the area of each group) 2. Mobile App 10 lacs/month Launch Back Side: 1. New Tariff Structure effective from 1st April Mobile App Backside of the bill Launch Ad 3. CGRF Details 4. 24X7 Helpline Number 5. Feedback and 10 lacs/month Suggestions 5 Power Alert Service SMS related to Billing SMS

7 Performa SoP 004: Publicity carried out Sr. No. Actions or steps carried out by distribution licensee towards public awareness in the quarter Website Likely number of consumers influenced 1 Bill Glossary New Tariff Consumption Calculator Procedural Guidance Payment Options Contact details Call Center details and numbers Our Zonal Offices address Torrent Power Mobile Links concept and details Form Downloads (important application forms) FAQ's Consumer Charter Online Bill Payment (how to pay and related forms) Energy Conservation tips Safety Tips Electricity Supply Code (copy of the code) Shutdown / Planned shutdown announcements and schedule sessions to website Surat License Area Information Boards 2 Grievance Redressal Options (Internal Redressal committee/ Consumer Redressal Forum), In the Interest of Consumers by GERC & Application Processing Charges consumer at large Sample form for new application/tariff/call Centre Services / Safety Tips / Conservation Tips/Precautions /Portal Connect Info/Theft deterrence etc. consumer at large Information booklets / Flyers / Letters Helpline Number, Portal & Mobile App Connect Information, Safety tips on monsoon, Energy 3 conservation, Energy calculator, SMS Registration details, Tariff, Office Addresses, Service Camp "Torrent Power Aapne Dware" schedule, Payment Options, Online Payment Services, Easy Pay Facility, Reactive Power Management etc. Details about media Web Site & portal Boards at consumer centre Boards at consumer centre Pamphlets & Booklets Booklet (GERC Regulations & Application Processing Charges) 17 Booklet 4 News Paper - Diwali & Kite flying safety tips, Portal & Mobile App information, Aapne dware programme details Consumers at large News Papers 5 Service Camp - Torrent Power Aapne Dware (Door step service to customer). Information on New Connection, Extension, Reduction, Reconnection, Bill & Meter. Receiving application for Name Transfer & Load Extension etc., Awareness on company services, Consumer Conducted 2 programmes Grievance Redressal forum, Importance of Name transfer, New Portal Connect Information, etc. Bills Front side : Portal & Mobile App Communication,Energy Savings Tips 6.04 lakh / month 6 Back side : Safety tips on kite flying, Call Centre Info, Energy payment option, Redressal 6.04 lakh / month forum & Ombudsmen details Energy Bill 7 SMS - Billing, Energy Conservation & other services SMS 8 Bill Envelopes to HT-LTMD customers (ELCB importance, Energy conservation & Kite flying safety information ) 2600 Consumer/Month Bill Envelopes 9 Safety Awareness Programme - Safety Awareness Programme at school & collages 719 Power Point Presentation Radio 10 Diwali Safety Tips, Energy Conservation message, Customer Portal & Mobile App Awareness Radio Consumers at large on five radio station 11 Exhibition Participation- Information on Company & it's services, Awareness on energy conservation, Reactive Power Management, Safety, complaint mechanism, etc Consumers at large Exhibition Power Factor Awareness Programme Personal Visit to LTMD & LT Consumers 279 Consumers Personal Interaction 12 9 Programmes Programmes with Industrial Consumers Group Discussion (102 Consumers)

8 Performa SoP 005B: Action taken reported by the Redressal Committee Sr. Month No. Ahmedabad License Area Date and Time of Meeting conducted* (5PM to 6PM) No. of complaints registerd at the meeting No. of complaints pending at the end of the meeting A 1st Month of the Quarter , , , & B 2nd Month of the Quarter , & C 3rd Month of the Quarter , & Remark :- Customers can walk-in during working hours for submitting their grievances in person. Same are handled on priority basis.

9 Performa SoP 005B: Action taken reported by the Redressal Committee Sr. No. Month Surat License Area A 1st Month of the Quarter , B 2nd Month of the Quarter , , , C 3rd Month of the Quarter , * Time - 03:00 PM to 05:00 PM Date and Time of Meeting conducted* No. of complaints registerd at the meeting No. of complaints pending at the end of the meeting.

10 Performa SoP 006: Failure of Distribution Transformer No. of existing Distribution Transformer at the start of the quarter No. of Distribution Transformers added during the quarter Total number of Distribution Transformers Number of Distribution Transformers failed % Failure rate of Distribution Transformer A B C = A+B D H = (D) * 100/C Ahmedabad License Area %

11 Performa SoP 006: Failure of Distribution Transformer No. of existing Distribution Transformer at the start of the quarter No. of Distribution Transformers added during the quarter Total number of Distribution Transformers Number of Distribution Transformers failed % Failure rate of Distribution Transformer A B C = A+B D H = (D) * 100/C Surat License Area %

12 Performa SoP 007: Failure of Power Transformer No. of existing Power Transformer at the start of the quarter No. of Power Transformers added during the quarter Total number of Power Transformers Number of Power Transformers failed % Failure rate of Power Transformer A B C = A+B D H = (D) * 100/C Ahmedabad License Area %

13 Performa SoP 007: Failure of Power Transformer No. of existing Power Transformer at the start of the quarter No. of Power Transformers added during the quarter Total number of Power Transformers Number of Power Transformers failed % Failure rate of Power Transformer A B C = A+B D H = (D) * 100/C Surat License Area

14 Performa SoP 011A: System Average Interruption Frequency Index (SAIFI) Sr. No. Month Ni - Total number of customers for each sustained interruptions N T - Total no. of customers served CI= ni SAIFI = CI/N T (1) (2) (3) (4) (5)=Total of 3 (6) = (5)/(4) Ahmedabad License Area 1 Oct Nov Dec

15 Performa SoP 011A: System Average Interruption Frequency Index (SAIFI) Sr. No. Month Ni - Total number of customers for each sustained interruptions N T - Total no. of customers served CI= ni SAIFI = CI/Nt (1) (2) (3) (4) (5)=Total of 3 (6) = (5)/(4) Surat License Area 1 Oct Nov Dec

16 Performa SoP 011B: System Average Interruption Duration Index (SAIDI) Sr. No. Month Ri = Restoration Time for each interruption event (in hours) Ni - no of interrupted customers for each sustained interruption event Ri * Ni - Total customer interruption duration (in customer hours) N T - Total number of customers served Customer Interruption Duration. CMI = rini (Cust-Hrs.) SAIDI = CMI/ Nt (HH:MM) (1) (2) (3) (4) (5) = (3) * (4) (6) (7)=Total of 5 (8) = (7) / (6) Ahmedabad License Area 1 Oct-17 00: :06 2 Nov-17 00: :06 3 Dec-17 00: :05

17 Performa SoP 011B: System Average Interruption Duration Index (SAIDI) Sr. No. Month Ri = Restoration Time for each interruption event (in hours) Ni - no of interrupted customers for each sustained interruption event Ri * Ni - Total customer interruption duration (in customer hours) N T - Total number of customers served Customer Interruption Duration. CMI = rini (Cust-Hrs.) SAIDI =CMI/ Nt (1) (2) (3) (4) (5) = (3) * (4) (6) (7)=Total of 5 (8) = (7) / (6) Surat License Area 1 Oct-17 00: :01 2 Nov-17 00: :01 3 Dec-17 00: :01

18 Performa SoP 011C: Momemtary Average Interruption Frequency Index (MAIFI) Sr. No. Month IM i = Number of Momentary interruptions for the month (in numbers) N mi - Total no of customers for each momentary interruptions IMi * Nmi Number of customer Momentary interruptions N T - Total number of customers served IMiNmi MAIFI = Imi * Nmi/ Nt (1) (2) (3) (4) (5) = (3) * (4) (6) (7) = Total of 5 (8) = (7)/ (6) Ahmedabad License Area 1 Oct Nov Dec

19 Performa SoP 011C: Momemtary Average Interruption Frequency Index (MAIFI) Sr. No. Month IM i = Number of Momentary interruptions for the month (in numbers) N mi - Total no of customers for each momentary interruptions IMi * Nmi Number of customer Momentary interruptions N T - Total number of customers served IMiNmi MAIFI = Imi * Nmi/ Nt (1) (2) (3) (4) (5) = (3) * (4) (6) (7) = Total of 5 (8) = (7)/ (6) Surat License Area 1 Oct Nov Dec

20 Consumer Category No. of faulty meters at the start of the quarter (1) Torrent Power Limited Performa SoP 013: Meter Faults No. of faulty meters added during the quarter (2) Total number of defective/faulty meter (3) = (2) + (1) No. of faulty meters repaired and replaced (4) No. of faulty meters pending at the end of quarter (5) = (3)-(4) Ahmedabad License Area Single Phase - 7,932 7,932 7,932 - Three Phase - 1,344 1,344 1,344 - The details of the old age meter replacement under MMR are as follows Remarks Single Phse Three Phase 5439 Note : The above includes defective meter replacements done at consumer premises

21 Consumer Category No. of faulty meters at the start of the quarter (1) Torrent Power Limited Performa SoP 013: Meter Faults No. of faulty meters added during the quarter (2) Total number of defective/faulty meter (3) = (2) + (1) No. of faulty meters repaired and replaced (4) No. of faulty meters pending at the end of quarter (5) = (3)-(4) Surat License Area Single Phase , Three Phase

22 SoP 16: Compensation Details Sr.no. Event Compensation No. of cases where compensation was given (in numbers) Amt of compensation paid in (Rs) Ahmedabad License Area 1 Duty to provide supply 2 a) New Connection 3 b) Additional Load 4 c) Temporary supply Rs. 50 per day of delay from the limit 5 d) Shifting service connection specified in the performance regulations 6 e) Transfer of service connection 7 f) Change in Tariff category of consumer 8 Complaints in billing 9 Replacement of meters 10 Interruption of supply Rs 50 for non reply within the period prescribed in regulation LT- Rs.25 per day of delay- maximum of Rs. 2,500 and HT- Rs. 250 per day of delaymaximum of Rs. 5,000 LT-Rs 25 for every 6hrs of delay- maximum of Rs.500 and HT -Rs.50 for every 6 hrs delay maximum Rs. 1000/- 11 Voltage fluctuations and complaints Rs. 50 for failure to visit or convey findings within the stipulated period 12 Responding to consumer's complaints Rs. 25 for each day of delay maximum Rs Grievance Handling Rs.25 for failure in handling grievance. TOTAL

23 Performa SoP 16: Compensation Details Sr.no. Event Compensation No. of cases where compensation was given (in numbers) Amt of compensation paid in (Rs) Surat License Area 1 Duty to provide supply 2 a) New Connection 3 b) Additional Load 4 c) Temporary supply Rs. 50 per day of delay from the limit 5 d) Shifting service connection specified in the performance regulations 6 e) Transfer of service connection 7 f) Change in Tariff category of consumer 8 Complaints in billing 9 Replacement of meters 10 Interruption of supply Rs 50 for non reply within the period prescribed in regulation LT- Rs.25 per day of delay- maximum of Rs. 2,500 and HT- Rs. 250 per day of delaymaximum of Rs. 5,000 LT-Rs 25 for every 6hrs of delay- maximum of Rs.500 and HT -Rs.50 for every 6 hrs delay maximum Rs. 1000/- 11 Voltage fluctuations and complaints Rs. 50 for failure to visit or convey findings within the stipulated period 12 Responding to consumer's complaints Rs. 25 for each day of delay maximum Rs Grievance Handling Rs.25 for failure in handling grievance. TOTAL