MoP notifies the Electricity (Rights of Consumers) Rules, 2020

  • Ministry of Power (MoP) has notified the Electricity (Rights of Consumers) Rules, 2020 (ROC Rules) on December 31, 2020.
  • The ROC Rules introduce the concept of a Prosumer, which is defined as a person who consumes electricity from the grid and can also inject electricity into the grid for distribution licensee, using the same point of supply.
  • Some noteworthy aspects of the ROC Rules are as under:
    • Rights and Obligations
      • It is the duty of every distribution licensee to supply electricity on request made by an owner or occupier of any premises in line with the provisions of Electricity Act.
      • It is the right of consumer to have minimum standards of service for supply of electricity from the distribution licensee in accordance with the provisions made in these ROC Rules.
    • Connection/Disconnection/Reconnection/Modification of existing electricity connection
      • The ROC Rules prescribe a time bound and transparent mechanism to protect the consumers.
      • DISCOMs will publish procedure, forms and process along with fee details and details of contact person on their website.
      • The ROC Rules further specify that the DISCOMs will digitalise the process of connection by way of website and mobile app for online processing along with provision for offline processing.
      • The ROC Rules also envisage penal provisions in the event there is a failure to supply electricity within the period as stipulated by the State Electricity Regulatory Commission (SERC).
    • Metering/ Billing and Payment
      • As per the ROC Rules, no connection shall be given without a Smart pre-payment meter or pre-payment meter. Any exception to the use of meter must be approved by SERCs.
      • The ROC Rules envisage that the Consumers shall get data access for checking their consumption on real time basis.
      • Consumer shall have option of third party testing and the list of approved third party agencies for meter testing shall be made public by DISCOM.
      • Further, the ROC Rules also lay down the stipulations for treatment of burnt/stolen/defective meters.
    • Reliability of Supply/ Standard of Performance
      • DISCOMs shall supply power 24 x 7 to all consumers, however, the SERC may specify lower hours of supply for some categories of consumers.
      • SERCs shall specify reliability standards to be maintained by DISCOMs.
      • DISCOMs to deploy automatic tools for monitoring and restoring outages, to extent permissible.
      • SERCs shall specify Standard of Performance (SoP) as per Section 57 (1) of Electricity Act 2003.
      • SERC to specify compensation amount to be paid to consumers for violation of SOP. The ROC Rules also envisage a Compensation mechanism in this regard. Payments of compensation shall be adjusted against current or future bills of consumers within stipulated time determined by SERC.
    • Consumer as Prosumers
      • Prosumers shall have all the rights as general consumers and also the right to establish RE unit including rooftop Solar PV solutions either by themselves or by service provider. Such RE capacity established shall not exceed the limit specified by SERC.
      • SERC to lay down regulations on grid interactive rooftop solar PV system within 6 months of notification of these rules.
      • DISCOMs shall facilitate for setting up of RE capacity at Prosumers premises. As per ROC Rules an online mechanism has been formulated for receiving applications, interconnection and metering and update on regular basis.
    • Grievance Redressal Mechanism
      • DISCOMs shall establish a Consumer Grievance Redressal Forum (CGRF) under Section 42 (5) of Electricity Act, 2003 in each sub-division, division, circle, zone, company level. The Performance of CGRF to be monitored by SERC.
      • Timelines for grievance Redressal shall not exceed 45 days from date of receipt of grievance. The consumer aggrieved by the decision of sub-divisional or divisional or circle forum will have the option to approach the company level forum before making an appeal to the Ombudsman.
      • DISOCMs shall send quarterly report to the Ombudsman and to SERC from time to time in respect of SOP, other performance parameters and consumer grievances related information showing the extent to which the time schedule has been followed.
    • Other Notable Provisions
      • The ROC Rules stipulate the formation of a 24x7 toll-free call centre from date specified by SERC to undertake activities related to electricity supply.
      • While other modes of communication will continue, DISCOMs shall appoint a common Customer Relation Manager to get a unified view of all services requested, attended and pending at backend for better monitoring and analytics.
      • DISCOMs shall provide access to different options for various services through their website, mobile app and its designated office area-wise. DISCOMs shall provide all services to senior citizen at their door step.
      • Details of scheduled power outages shall be intimated to the consumers. In case of unplanned outage, immediate intimation shall be given through SMS/other electronic media along with estimated time for restoration and shall also be made available in the call centre.
      • Manual of procedure for providing common services and handling consumer grievances shall be made available for reference of consumers at every office and on the DISCOM 's website in downloadable form.
      • DISCOMs shall arrange for due publicity through media, TV, newspaper, website and by display to bring awareness of consumer rights, SOP, Compensation mechanism, grievance Redressal, measures for energy efficiency and other schemes of DISCOM.

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