ANNEXURE I OF ORDER NO: 2 OF 2007 STANDARD OF PERFORMANCE COMPLIANCE REPORT : APRIL 17 TO MARCH 18

Transcription

1 ANNEXURE I OF ORDER NO: 2 OF 2007 STANDARD OF PERFORMANCE COMPLIANCE REPORT : APRIL 17 TO MARCH 18 PREPARED BY : "Torrent Power Limited- Ahmedabad and Surat License Area" SUBMITTED TO : GUJARAT ELECTRICITY REGULATORY COMMISSION DATE :

2 Performa SoP 001: Fatal and Non-fatal accident report Cumulative since the first quarter of the current FY Name of Area/Circle Departmental Outside FH NFH FH FA NFH Ahmedabad License Area FH-Fatal Human, NFH- Non Fatal Human, FA- Fatal Animal

3 Performa SoP 001: Fatal and Non-fatal accident report Cumulative since the first quarter of the current FY Name of Area/Circle Departmental Outside FH NFH FH FA NFH Surat License Area FH-Fatal Human, NFH- Non Fatal Human, FA- Fatal Animal

4 Performa SoP 003 B:Register For Compiling the complaints Classification wise No. of complaints redressed during the year Classification Pending complaints of previous year Complaints received during the year Total complaints Within 50% of stipulated time Within stipulated time Up to double the stipulated time More than double the stipulated time Total Balance Complaints to be redressed 1 Ahmedabad License Area Interruption in power supply-loose A (i) Connection from Pole Interruption in power supply-interruption A (ii) due to line break down A (iii) Interruption in power supply-interruption due to failure of transformers A (iv) Interruption in power supply-others B (i) Quality of Power Supply-No augmentation required B (ii) Quality of Power Supply-Augmentation required C (i) Meters-Stopped / Defective / Burnt / No Display Meters C (ii) Meters- Billing on average basis for more than two bill 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-Additional information + site visit required F (i) Service Connections-Extension of mains is not required F (ii) Service Connections-Extension of mains is required F (iii) Service Connections-Modification in connected Load F (iv) Service Connections-Name Change/ reconnection G Refund of amount due in regard to temporary connection H Others Total

5 Performa SoP 003 B:Register For Compiling the complaints Classification wise No. of complaints redressed during the year Classification Pending complaints of previous year Complaints received during the year Total complaints Within 50% of stipulated time Within stipulated time Up to double the stipulated time More than double the stipulated time Total Balance Complaints to be redressed 1 Surat License Area Interruption in power supply-loose A (i) Connection from Pole Interruption in power supply-interruption A (ii) due to line break down A (iii) Interruption in power supply-interruption due to failure of transformers ,402 2,402 2, , ,913 7,913 7, , A (iv) Interruption in power supply-others - 4,417 4,417 4, ,417 - B (i) Quality of Power Supply-No augmentation required B (ii) Quality of Power Supply-Augmentation required C (i) Meters-Stopped / Defective / Burnt / No Display Meters - 5,601 5,601 5, ,600 1 C (ii) Meters- Billing on average basis for more than two bill 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-Additional information + site visit required - 1,938 1,938 1, ,938 - F (i) Service Connections-Extension of mains is not required - F (ii) Service Connections-Extension of mains is required - F (iii) Service Connections-Modification in connected Load - F (iv) Service Connections-Name Change/ reconnection - G Refund of amount due in regard to temporary connection H Others Total 2 22,700 22,702 22, ,699 3

6 Year : Performa SoP 004: Publicity carried out Actions or steps carried out by distribution licensee towards public Likely number of consumers Sr. No. awareness in the quarter influenced Details about media Website Bill Glossary New Tariff Consumption Calculator Procedural Guidance Payment Options Contact details 1 Call Center details and numbers Web Site & Our Zonal Offices address sessions to website portal 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 Ahmedabad License Area Information Boards Grievance redressal options (Internal / consumer redresal 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 Information Boards 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 Dropbox Payment Option Board 4.5 Lac (across 3 locations) Launch of new customer portal 4.5 Lac (across 3 locations) Information Booklets / Flyers / Letters / hoardings etc Power Alert Service Flyer Energy Conservation Flyer Electrical Safety Flyer Information Booklets and Flyers, Power Factor Improvement Flyer outdoor media etc 4.5 lacs (acorss 3 locations) and Information related to web portal on flyers / tent cards / posters / visitng cards overall publicity at 30 locations across / danglers / hoardings / banners etc A'bad Bills Front Side: 1. Mobile Van Schedule (For the area of each group) 10 Lacs/ Month 2. Mobile App Launch 4 Energy bill Back Side: 1. New Tariff Structure effective from 1st April Mobile App 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 6 Newspaper advertisements / Radio etc FM Radio - Uttarayan Campaign

7 Performa SoP 004: Publicity carried out Sr. No. Actions or steps carried out by the distribution licensee towards public awareness in the quarter Likely number of consumers influenced Web Site 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 Grievance Redressal Options (Internal Redressal committee/ Consumer Redressal Forum), In the Interest of Consumers by GERC & Application consumer at large 2 Processing Charges Sample form for new application/tariff/call Centre Services / Safety Tips / Conservation Tips/Precautions /Portal Connect Info/Theft deterrence etc. consumer at large Details about media Boards at consumer centre Boards at consumer centre 3 Banners - Safety Tips on kite flying Consumers at large Banners Information booklets / Flyers / Letters 4 5 Consumer Grievance Redressal Forum,Helpline Number, Portal & Mobile App Connect Information, Safety tips on monsoon, Safety tips on Kite Flying & monsoon, Energy 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 Pamphlets & Booklets Booklet (GERC Regulations & Application Processing Charges) 47 Booklet News Paper - Diwali & Kite flying safety tips, Monsoon Safety Information, Portal & Mobile App information, Aapne dware programme details Consumers at large Web Site & portal News Papers Service Camp - Torrent Power Aapne Dware (Door step service to customer). Information on New Connection, Extension, Reduction, 6 Reconnection, Bill & Meter. Receiving application for Name Transfer & Load Extension etc., Awareness on company services, Consumer Grievance Conducted 12 programmes Redressal forum, Importance of Name transfer, New Portal Connect Information, etc. Bills Front side : Portal & Mobile App Communication,Energy Savings Tips 6.06 lakh / month 7 Back side : Safety tips on kite flying, Call Centre Info, Energy payment 6.06 lakh / month option, Redressal forum & Ombudsmen details Energy Bill 8 SMS - Billing & other services SMS 9 Bill Envelopes to HT-LTMD customers (Mobile Application, ELCB importance, Energy conservation -Safety Message 2600 Consumer/Month Bill Envelopes on Holi, Kite flying & New mobile App information ) 10 Safety Awareness Programme - Safety Awareness Programme at school & collage 2,258 Power Point Presentation Radio 11 Diwali Safety Tips, Monsoon Safety Tips, Energy Conservation message, Kite flying Safety Tips, Mobile App & Portal information Consumers at large Radio 12 Udyog Exhibition Participation- Information on Company & it's service Awareness on energy conservation, Reactive Power Management, Safety, Complaint Consumers at large Exhibition mechanism, etc 14 Power Factor Awareness Programme Personal Visit to LTMD & LT Consumers 1217 Consumers Personal Interaction Programmes with Industrial Consumers 36 Programmes (382 Consumers) Group Discussion

8 Sr. No. Month Torrent Power Limited Performa SoP 005 B : Action taken reported by the Redressal Committee Date and Time* of Meeting Conducted No. of complaints registered at the meeting No. of complaints pending at the end of the meeting. Ahmedabad License Area 1 Apr , , & May , , , & Jun , , & Jul , , & Aug , , , & Sep , , & Oct , , , & Nov , & Dec , & Jan , , , & Feb , , & Mar , , & * Time - 05:00 PM to 06:00 PM Remarks:- Customers can walk-in during working hours for submitting their grievances in person. Same are handled on priority basis.

9 Sr. No. Month Date and Time* of Meeting Conducted No. of complaints registered at the meeting No. of complaints pending at the end of the meeting. Surat License Area 1 Apr & May , & Jun , & Jul , & Aug , , & Sep , & Oct & Nov , , & Dec & Jan , & Feb , & Mar , & * Time - 03:00 PM to 05:00 PM Torrent Power Limited Performa SoP 005 B : Action taken reported by the Redressal Committee

10 Performa SoP 006: Failure of Distribution Transformer No. of existing Distribution Transformer at the start of the year No. of Distribution Transformers added during the /year Total number of distribution transformer Total no of Distribution transformer Failed % failure rate of Distribution transformer A B C D E= (D) * 100/C Ahmedabad License Area %

11 Performa SoP 006: Failure of Distribution Transformer No. of existing Distribution Transformer at the start of the Year No. of Distribution Transformers added during the year Total number of distribution transformer Total no of Distribution transformer Failed % failure rate of Distribution transformer A B C D E= (D) * 100/C Surat License Area 2, , %

12 Performa SoP 007: Failure of Power Transformer No. of existing Power Transformer at the start of the year No. of Power Transformers added during the year Total number of Power transformer Total no of Power transformer Failed % failure rate of Power transformer A B C 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 year No. of Power Transformers added during the year Total number of Power transformer Total no of Power transformer Failed % failure rate of Power transformer A B C D H= (D) * 100/C Surat License Area %

14 Year : 2017 Performa SoP 008: Sample Test Result for Neutral Voltage Compliance Sample Test Report for Neutral Voltage Standard Deviation of results Sr. Sample Size specified % age non compliance Category of Consumer from the sample No (Numbers) in [6] = 5*100/[3] test (Numbers) regulation Ahmedabad License Area LT Consumers 1 Domestic % Commercial % Industrial 117 2% Agricultural 4 2% Public Water works 2% HT Consumer 6 HT Industrial - 2% - -

15 Year : 2017 Performa SoP 008: Sample Test result for Neutral Voltage Compliance Sample Test Report for Neutral Voltage Sr. No Category of consumers Sample Size (Numbers) Standard specified in regulation Deviation of results from the sample test (Numbers) % age non compliance (6) = (5)*100/(3) Surat License Area LT consumers 1 Domestic % Commercial 838 2% Industrial % Agricultural 2% 5 Public water works 2% HT consumers 6 HT industrial 2%

16 Year : 2017 Performa SoP 009: Sample Test Result for Voltage Variations Compliance Sample Test Report for voltage variations Standard Deviation of results % age noncompliance [6] = Category of Sample Size Sr. No specified in from the sample test Consumer (Numbers) regulation (Numbers) 5*100/[3] Ahmedabad License Area 1 LT Consumers % to -6% HT Consumers - +6% to -6% EHT Consumers +10% to -10%

17 Year : 2017 Performa SoP 009: Sample Test result for Voltage variations Compliance Sample Test Report for voltage variations Sr. No Voltage Level Sample Size (numbers) Limit or prescribed standard Deviation of results from the sample test (Numbers) % age non compliance (5) = (4)*100/(2) Surat License Area 1 Low Voltage % to -6% High Voltage % to -6% Extra High Voltage +10% to -10%

18 Year : 2017 Performa SoP 010: Sample Test Result for Harmonics Compliance Sample Test Report for Harmonics Deviation of Standard Sample Size results from the % age non compliance Sr. No Category of Consumer specified in (Numbers) sample test [6] = 5*100/[3] regulation (Numbers) Ahmedabad License Area 1 LT Consumers % HT Consumers % EHT Consumers %

19 Year : 2017 Performa SoP 010: Sample Test result for Harmonics Compliance Sample Test Report for Harmonics Deviation of Limit or Sr. No Category of consumers Sample size results from the %age non compliance (6) = standard (Numbers) sample test (5)*100/(3) prescribed (Numbers) Surat License Area 1 LT consumers % HT consumers % EHT consumers - 3.0% - -

20 Performa SoP 011A: System Average Interruption Frequency Index (SAIFI) Sr. No. Month Ni-Total no of customers for each sustained interruptions ( in numbers) Nt-Total no of customers served (in numbers) CI= ni SAIFI=CI/Nt (Nos.) =Total of 3 6=5/4 Ahmedabad License Area 1 Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar

21 Performa SoP 011A: System Average Interruption Frequency Index (SAIFI) Sr. No. Month Ni-Total no of customers for each sustained interruptions (in numbers) Nt-Total no of customers served (in numbers) CI= ni SAIFI=CI/Nt (Nos.) =Total of 3 6=5/4 Surat License Area 1 Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar

22 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 (in numbers) ri*ni- Total customer interruption Duration (Cust-Hrs.) Nt-Total no of customers served (in numbers) Customer Interruption Duration. CMI = rini (Cust-Hrs.) SAIDI=CMI/Nt (HH:MM) =3*4 6 7=Total of 5 8=7/6 Ahmedabad License Area 1 Apr-17 1: :12 2 May-17 0: :16 3 Jun-17 1: :21 4 Jul-17 1: :29 5 Aug-17 0: :08 6 Sep-17 0: :05 7 Oct-17 00: :06 8 Nov-17 00: :06 9 Dec-17 00: :05 10 Jan-18 00: :07 11 Feb-18 00: :03 12 Mar-18 00: : :10

23 Sr. No. Month ri=restoration Time for each interruption event Ni-no of interrupted customers for each sustained interruption event Torrent Power Limited Performa Sop 011B: System Average Interruption Duration Index (SAIDI) ri*ni- Total customer interruption Duration (Cust-Hrs.) Nt-Total no of customers served Customer Interruption Duration. CMI = rini (Cust-Hrs.) SAIDI=CMI/Nt (Hrs.) =3*4 6 7=Total of 5 8=7/6 Surat License Area 1 Apr-17 00: :01 2 May-17 00: :02 3 Jun-17 00: :01 4 Jul-17 00: :01 5 Aug-17 00: :01 6 Sep-17 00: :01 7 Oct-17 00: :01 8 Nov-17 00: :01 9 Dec-17 00: :01 10 Jan-18 00: :01 11 Feb-18 00: :01 12 Mar-18 00: : :01

24 Sr. No. Month Number of Momentary interruptions IMi (in numbers) Torrent Power Limited Performa Sop 011C: Momentary Average Interruption Frequency Index (MAIFI) Nmi-Total no of customers for each momentary interruptions (in numbers) Imi*Nmi Number of customer Momentary interruptions Nt-Total no of customers served (in numbers) IMiNmi MAIFI = IMiNmi Nt = 3 * = Total of 5 6=5/4 Ahmedabad License Area 1 Apr ,636 18,54,148 34, May ,868 18,58,929 38, Jun ,572 18,63,352 18, Jul ,227 18,65,912 8, Aug ,812 18,69,777 7, Sep ,75, Oct ,612 18,78,343 1, Nov ,764 18,80,671 1, Dec ,84, Jan ,87, Feb ,557 18,92,151 3, Mar ,98, ,15,606 18,75,769 1,15,

25 Performa Sop 011C: Momentary Average Interruption Frequency Index (MAIFI) Sr. No. Month Number of Momentary interruptions IMi Nmi-Total no of customers for each momentary interruptions Imi*Nmi Number of customer Momentary interruptions Nt-Total no of customers served IMiNmi MAIFI = IMiNmi Nt = 3 * = Total of 5 6=5/4 Surat License Area 1 Apr ,98, May ,99, Jun ,99, Jul ,00, Aug ,00, Sep ,01, Oct ,02, Nov ,02, Dec ,02, Jan ,03, Feb ,04, Mar ,05, ,01,

26 Consumer category No. of faulty meters at the start of the year (1) Torrent Power Limited Performa SoP 013: Meter Faulty No. of faulty meters added during the year (2) Total no. defective / faulty Meter (3) = (2) + (1) No. of faulty Meters repaired and replaced (4) No of faulty meters pending at the end of the year (5) = (3) - (4) Ahmedabad License Area Single Phase ,575 30,575 - Three Phase ,340 5,340 - The details of the old age meter replacement under MMR are as follows Remarks Single Phse Three Phase Note : The above includes defective meter replacements done at consumer premises

27 Performa SoP 013: Meter Faulty Consumer category No. of faulty meters at the start of the year (1) No. of faulty meters added during the year (2) Total no. defective / faulty Meter (3) = (2) + (1) No. of faulty Meters repaired and replaced (4) No of faulty meters pending at the end of the year (5) = (3) - (4) Surat License Area Single Phase 27 10,268 10,295 10, Three Phase 6 3,127 3,133 3,132 1

28 Performa SoP 016: Compensation Details Sr. No. Event Compensation No. of cases where compensation was given (in numbers) Amt of compensation paid in (Rs) Ahmedabad License Area Duty to provide supply - - a) New Connection b) Additional Load - - Rs. 50 per day of delay from the limit specified in the performance c) Temporary supply - - regulations d) Shifting service connection - - e) Transfer of service connection - - f) Change in Tariff category of consumer Complaints in billing Rs 50 for non reply within the period prescribed in regulation Replacement of meters LT- Rs.25 per day of delay- maximum of Rs. 2,500 and HT- Rs. 250 per day of delay- maximum of Rs. 5, Interruption of supply LT-Rs 25 for every 6hrs of delay- maximum of Rs.500 and HT - Rs.50 for every 6 hrs delay maximum Rs. 1000/ Voltage fluctuations and complaints Rs. 50 for failure to visit or convey findings within the stipulated period Responding to consumer's complaints Rs. 25 for each day of delay maximum Rs Grievance Handling Rs.25 for failure in handling grievance. - - TOTAL - -

29 Performa SoP 016: Compensation Details Sr. No. Event Compensation No. of cases where compensation was given (in numbers) Amt of compensation paid in (Rs) Surat License Area Duty to provide supply - - a) New Connection b) Additional Load - - Rs. 50 per day of delay from the limit specified in the performance c) Temporary supply - - regulations d) Shifting service connection - - e) Transfer of service connection - - f) Change in Tariff category of consumer Complaints in billing Rs 50 for non reply within the period prescribed in regulation Replacement of meters LT- Rs.25 per day of delay- maximum of Rs. 2,500 and HT- Rs. 250 per day of delay- maximum of Rs. 5, Interruption of supply LT-Rs 25 for every 6hrs of delay- maximum of Rs.500 and HT - Rs.50 for every 6 hrs delay maximum Rs. 1000/ Voltage fluctuations and complaints Rs. 50 for failure to visit or convey findings within the stipulated period Responding to consumer's complaints Rs. 25 for each day of delay maximum Rs Grievance Handling Rs.25 for failure in handling grievance. - - TOTAL - -