Standards of Performance applicable to KSEB supply in Kerala

Sl. No.	Nature of Service	Region	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.

Exemption from timelines and standards of performance

(Supply Code:63)

(1) The time lines and standards of performance as specified in this Code shall remain suspended during force majeure conditions such as war, mutiny, civil commotion, riot, flood, cyclone, earthquake, fire, lightning, lockout, strike etc., affecting the installations and activities of the licensee.

(2) Non-compliance of the time lines and standards of performance due to reasons in subregulation (1) above shall not be treated as a violation and the licensee shall not be required to pay any compensation to affected consumer on account of such non-compliance.

(3) The licensee shall not be required to pay any compensation to affected consumer on account of any non-compliance with the time lines and standards of performance if such non-compliance is due to any failure in the transmission system of the State Transmission Utility or Central Transmission Utility or grid failure or on account of instructions given by State Load Despatch Centre, over which the distribution licensee has no reasonable control.