ANNEXURE I OF ORDER NO: 2 OF 2007 STANDARD OF …€¦ · - 15 15 14 1 - - 15 - F(ii) Service Connections - Where extension of mains is required - 5 5 5 - - - 5 - ... visitng cards

ANNEXURE I OF ORDER NO: 2 OF 2007

STANDARD OF PERFORMANCE

COMPLIANCE REPORT

QUARTER : October 19 TO December 19

PREPARED BY : "Torrent Power Limited,

Ahmedabad/ Gandhinagar & Surat License

Area"SUBMITTED TO : GUJARAT ELECTRICITY REGULATORY

COMMISSION

FH NFH FH FA NFH FH NFH FH FA NFH

Ahmedabad License Area - - 3 2 1 1 - 21 12 10

Torrent Power Limited

Quarter : Q3 - October-December

Year : 2019-20

Performa SoP 001: Fatal and Non-fatal accident report

FH-Fatal human, NFH-Non fatal human, FA-Fatal Animal

Name of Area/Circle

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)

(Outside)

FH NFH FH FA NFH FH NFH FH FA NFH

Surat License Area - - 3 - 2 - - 8 1 9


Quarter : Q3 - October - December

Year : 2019-20

FH-Fatal human, NFH-Non fatal human, FA-Fatal Animal

Performa SoP 001: Fatal and Non-fatal accident report

Name of Area/Circle

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

(Outside)

Within 50%

of stipulated

time

Within

stipulated

time

Up to double

the stipulated

time

More than

double the

stipulated

time

Total

2 3 4 5 6 7 8 9 = total 5 to 8 10 = (4-9)

Ahmedabad License Area -

A(i) Interruption in Power Supply due to loose

connections from pole - Fuse blown complaints 2 5,871 5,873 5,859 12 - 5,871 2

A(ii) Interruption in Power Supply due to line

breakdown 63 19,568 19,631 19,590 8 - - 19,598 33

A(iii) Interruption in Power Supply due to failure of

transformer 1 14 15 14 - - - 14 1

A(iV) Interruption in power supply due to

shutdowns/load shedding 25 12,669 12,694 12,673 - - - 12,673 21

B(i) Quality of Supply Complaints which require no

Augmentation - 20 20 20 - - - 20 -

B(ii) Quality of Supply complaints requiring

Augmentation of HT/EHT network - 25 25 25 - - - 25 -

C(i) Meters - Stopped/Defective meters 153 6,929 7,082 7,027 - - - 7,027 55

C(ii) Meters - Billing on average basis for more than

two bills - 1 1 1 - - - 1 -

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 43 2,681 2,724 2,677 - - - 2,677 47

F(i) Service Connections - Where extension of mains

is not required - 1 1 1 - - - 1 -

F(ii) Service Connections - Where extension of mains

is required 2 5 7 7 - - - 7 -

F(iii) Service Connections - Modification in connected

load 108 - 108 46 - - - 46 62

F(iV) Service Connections - Name

Change/Reconnection 2 28 30 30 - - - 30 -

G Refund of amount in case of temporary

connection - - - - - - - - -

H Others 13 767 780 768 - - - 768 12

412 48,579 48,991 48,738 20 - - 48,758 233

1

Total



Year : 2019-20

Performa SoP 003B: Register For Compiling The Complaints Classificationwise

Classification

Pending

complaints of

previous

quarter

Complaints

received during the

quarter

Total

Complaints

No. of complaints redressed during the quarter

Balance

complaints to be

redressed

Within 50%

of stipulated

time

Within

stipulated

time

Up to double

the stipulated

time

More than

double the

stipulated

time

Total

2 3 4 5 6 7 8 9 = 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 - 515 515 515 - - - 515 -

A(ii) Interruption in Power Supply due to line

breakdown - 1,904 1,904 1,903 1 - - 1,904 -

A(iii) Interruption in Power Supply due to failure of

transformer - - - - - - - -

A(iV) Interruption in power supply due to

shutdowns/load shedding - 1,216 1,216 1,216 - - - 1,216 -

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 3 1,332 1,335 1,332 - - - 1,332 3

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 1 529 530 529 - - - 529 1

F(i) Service Connections - Where extension of mains

is not required - 15 15 14 1 - - 15 -

F(ii) Service Connections - Where extension of mains

is required - 5 5 5 - - - 5 -

F(iii) Service Connections - Modification in connected

load - - - - - - - -

F(iV) Service Connections - Name

Change/Reconnection - 18 18 18 - - - 18 -

G Refund of amount in case of temporary

connection - - - - - - - - -

H Others - 71 71 71 - - - 71 -

4 5,605 5,609 5,603 2 - - 5,605 4 Total

Classification

Pending

complaints of

previous

quarter

Complaints

received during the

quarter

1

Total

Complaints

No. of complaints redressed during the quarter



Year : 2019-20

Performa SoP 003B: Register For Compiling The Complaints Classificationwise

Balance

complaints to

be redressed

Sr. No.

Actions or steps carried out by distribution licensee towards

public awareness in the quarter

Likely number of consumers

influenced Details about media

Website

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

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

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/ Letters/Hoardings etc

Power Alert Service Flyer 5.4 Lac

Energy Conservation Flyer 0

Electrical Safety Flyer 0.25 Lac

Power Factor Improvement Flyer 0

Information related to web portal on flyers / tent cards / posters /

visitng cards / danglers / hoardings / banners etc

4.5 lacs (across 3 locations) and

overall publicity at 30 locations

across A'bad

Bills

Front Side: 1. Easy Pay Outlets (For the area of each group)

2. Mobile App Launch 10 LPM

Back Side: 1. New Tariff Structure 2.Mobile App Launch Ad 3.

CGRF Details 4. 24X7 Helpline Number 5. Feedback and

Suggestions

10 LPM

Power Alert ServiceSMS related to Billing 10651702

5 SMS

2 Information Boards

3Information Booklets and Flyers ,

outdoor media etc

4 Backside of the bill



Year : 2019-20

Performa SoP 004: Publicity carried out

1 2002376 sessions to website

Web Site www.torrentpower.com &

portal

https://connect.torrentpower.com

Sr. No.

Actions or steps carried out by distribution licensee towards public awareness in the

quarter

Likely number of consumers

influenced Details about media

Website

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

Surat License Area

Information Boards

Grievance Redressal Options (Internal Redressal committee/ Consumer Redressal

Forum), In the Interest of Consumers by GERC & Application Processing ChargesConsumer at large Boards at consumer centres

Sample form for new application/Tariff/Call Centre Services / Safety Tips / Conservation

Tips/Precautions /Portal Connect Info/Theft deterrence etc.Consumer at large Boards at consumer centres

Information booklets/ Flyers/Letters

Helpline number,Portal & Mobile App Connect Information,Safety tips ,Energy

conservation,Energy calculator,Tariff, Office Addresses,Payment Option,Online Payment

Services, Reactive Power Management,Consumer Charter,GST information etc.

5176 Pamphlets & Booklets

Booklet (GERC Regulations & Application Processing Charges) 10 Booklet

4 News Paper: Diwali Safety tips and Aapne dware programme details Consumers at large News Paper

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. Awareness on company services,Safety,

Conservation, Consumer Grievance Redressal forum, Importance of Name transfer, New

Portal Connect Information, etc.

149482 Conducted 6 programmes

Bills

Front side : Portal & Mobile App Communication ,Energy Savings Tips 6.19 lakh / month

Back side : Kite Flying Safety tips, Mobile App info,Call Centre Info, Tariff, Energy payment

option, Redressal forum & Ombudsman details 6.19 lakh / month

7SMS - Application, Billing , Meter , Safety Messages on Diwali Utsav, Energy Conservation &

other services 3822802 SMS

8

Bill Envelopes to HT-LTMD customers

( Capacitor importance to maintain power factor, Energy Conservation & Safety tips on Kite

Flying)

2600 Consumer/Month Bill Envelopes

9 Safety & Energy Conservation Awareness Programme at schools & colleges 709 Power Point Presentation

10 Radio

Diwali Safety Tips, Customer Portal & Mobile App Awareness on six radio station for four

daysConsumers at large Radio

11 Banners-Energy Conservation Consumers at large Company Vehicles

12 Customer Meet - Awareness on Company Services, Safety, Conservation, Etc. 82 consumers

Power Factor Awareness Programme

Personal Visit to LTMD & LT Consumers 126 Consumers Personal Interaction

Programmes with Industrial Consumers 3 Programmes / 35 Consumer Group Discussion

13



Year : 2019-20

Performa SoP 004: Publicity carried out

6

2

1 2002376 sessions to website

Web Site www.torrentpower.com

& portal

https://connect.torrentpower.com

Energy Bill

3


A 1st Month of the Quarter 09/10/2019, 16/10/2019, 23/10/2019 10 NIL

B 2nd Month of the Quarter 19/11/2019, 26/11/2019 5 NIL

C 3rd Month of the Quarter 24/12/2019, 31/12/2019 6 NIL



Year : 2019-20

Performa SoP 005B: Action taken reported by the Redressal Committee

No. of complaints

pending at the end of the

meeting.

Sr.

No.

No. of complaints

registerd at the meetingDate and Time of Meeting conducted*Month

Surat License Area

A 1st Month of the Quarter 10-10-2019, 21-10-2019 Nil Nil

B 2nd Month of the Quarter 11-11-2019, 20-11-2019 Nil Nil

C 3rd Month of the Quarter 10-12-2019, 20-12-2019 2 Nil

* Time - 03:00 PM to 05:00 PM

20.10.19 & 10.11.19 were Sunday hence meeting held on 21.10.19 & 11.11.19

Date and Time of Meeting conducted*Month



Year : 2019-20

Performa SoP 005B: Action taken reported by the Redressal Committee

No. of complaints

pending at the end of the

meeting.

Sr.

No.

No. of complaints

registerd at the meeting

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 8,635 64 8,699 12 0.14%



Year : 2019-20

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 2,594 23 2,617 - 0.00%



Year : 2019-20

Performa SoP 006: Failure of Distribution 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 189 2 191 - 0.00%



Year : 2019-20

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 65 - 65 - -



Year : 2019-20

Performa SoP 007: Failure of Power Transformer

Sr. No. Month

Ni-Total no of

customers for

each sustained

interruptions

Nt-Total no of

customers

served

CI= ∑ni SAIFI=CI/Nt (Nos.)

(1) (2) (3) (4) (5)=Total of (3) (6)=(5)/(4)


1 Oct-19 1,97,067 19,63,341 2,10,155 0.107

2 Nov-19 1,96,286 19,64,757 2,30,392 0.117

3 Dec-19 2,17,890 19,67,934 2,43,284 0.124



Year : 2019-20

Performa SoP 011A: System Average Interruption Frequency Index (SAIFI)

Sr. No. Month

Ni-Total no of customers

for each sustained

interruptions

Nt-Total no of

customers

served

CI= ∑niSAIFI=CI/Nt

(Nos.)

(1) (2) (3) (4) (5)=Total of (3) (6)=(5)/(4)

Surat License Area

1 Oct-19 17,136 6,19,110 17,136 0.028

2 Nov-19 12,965 6,19,167 12,965 0.021

3 Dec-19 4,973 6,17,385 4,973 0.008



Year : 2019-20

Performa SoP 011A: System Average Interruption Frequency Index (SAIFI)

Sr. No. Month

ri=Restoration

Time for each

interruption event

Ni-no of

interrupted

customers for

each sustained

interruption event

ri*Ni- Total

customer

interruption

Duration

(Cust-Hrs.)

Nt-Total no 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)


1 Oct-19 0:37 1,97,067 19,63,341 1,11,108 00:03

2 Nov-19 0:34 1,96,286 19,64,757 1,42,022 00:04

3 Dec-19 0:37 2,17,890 19,67,934 1,28,900 00:04


Performa SoP 011B: System Average Interruption Duration Index (SAIDI)


Year : 2019-20

Sr. No. Month

ri=Restoration

Time for each

interruption event

Ni-no of

interrupted

customers for

each sustained

interruption event

ri*Ni- Total

customer

interruption

Duration

(Cust-Hrs.)

Nt-Total no of

customers

served

Customer

Interruption

Duration.

CMI = ∑riNi

(Cust-Hrs.)

SAIDI = CMI/Nt

(8) = (7)/(6)

(1) (2) (3) (4) (5) = (3) * (4) (6) (7) = Total of (5) (8) = (7)/(6)

Surat License Area

1 Oct-19 00:44 17,136 6,19,110 12,716 00:01

2 Nov-19 00:26 12,965 6,19,167 4,489 00:01

3 Dec-19 00:21 4,973 6,17,385 1,933 00:01



Year : 2019-20

Performa SoP 011B: System Average Interruption Duration Index (SAIDI)

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

∑IMiNmiMAIFI = ∑IMiNmi

Nt

(1) (2) (3) (4) (5) = (3) * (4) (6) (7) = Total of (5) (8)= (7)/ (6)


1 Oct-19 1 1,266 19,63,341 1,266 0.001

2 Nov-19 2 2,141 19,64,757 2,141 0.001

3 Dec-19 2 1,980 19,67,934 1,980 0.001


Performa SoP 011C: Momemtary Average Interruption Frequency Index (MAIFI)


Year : 2019-20

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

∑IMiNmiMAIFI = ∑IMiNmi

Nt

(1) (2) (3) (4) (5) = (3) * (4) (6) (7) = Total of

(5)(8)= (7)/ (6)

Surat License Area

1 Oct-19 - - - 6,19,110 - -

2 Nov-19 - - - 6,19,167 - -

3 Dec-19 - - - 6,17,385 - -


Performa SoP 011C: Momemtary Average Interruption Frequency Index (MAIFI)


Year : 2019-20

Consumer

Category

No. of faulty

meters at the

start of the

quarter

(1)

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 - 7,476 7,476 7,476 - Three Phase - 1,800 1,800 1,800 -

The details of the old age meter replacement under MMR are as follows

Single Phase 996

Three Phase 646

Note : The above includes defective meter replacements done at consumer premises



Year : 2019-20

Performa SoP 013: Meter Faults

Remarks

Consumer

Category

No. of faulty

meters at the

start of the

quarter

(1)

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 48 2,296 2,344 2,309 35 Three Phase 13 664 677 665 12



Year : 2019-20

Performa SoP 013: Meter Faults

Sr.no. Event Compensation

No. of cases

where

compensation

was given (in

numbers)

Amt of

compensation paid

in (Rs)


1 Duty to provide supply - -

2 a) New Connection - -

3 b) Additional Load - -

4 c) Temporary supply - -

5 d) Shifting service connection - -

6 e) Transfer of service connection - -

7f) Change in Tariff category of

consumer- -

8 Complaints in billing Rs 50 for non reply within the period

prescribed in regulation- -

9 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. 5,000

- -

10 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/-

- -

11 Voltage fluctuations and complaintsRs. 50 for failure to visit or convey findings

within the stipulated period- -

12 Responding to consumer's complaintsRs. 25 for each day of delay maximum

Rs.500- -

13 Grievance Handling Rs.25 for failure in handling grievance. - -

Rs. 50 per day of delay from the limit

specified in the performance regulations

TOTAL



Year : 2019-20

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 - -

5 d) Shifting service connection - -

6 e) Transfer of service connection - -

7f) Change in Tariff category of

consumer- -

8 Complaints in billing Rs 50 for non reply within the period

prescribed in regulation- -

9 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. 5,000

- -

10 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/-

- -

11 Voltage fluctuations and complaintsRs. 50 for failure to visit or convey findings

within the stipulated period- -

12 Responding to consumer's complaintsRs. 25 for each day of delay maximum

Rs.500- -

13 Grievance Handling Rs.25 for failure in handling grievance. - -

Rs. 50 per day of delay from the limit

specified in the performance regulations

TOTAL



Year : 2019-20

Performa SoP 16: Compensation Details

Documents

ANNEXURE I OF ORDER NO: 2 OF 2007 STANDARD OF …€¦ · - 15 15 14 1 - - 15 - F(ii) Service Connections - Where extension of mains is required - 5 5 5 - - - 5 - ... visitng cards