Compensation for disruption of services; KSEB hiding provisions which provide compensation to customers

KOCHI: KSEB has to pay a compensation of Rs 25 per day to the consumer if the power is not restored within the stipulated time. Even if the voltage is low, compensation should be paid. The compensation will be Rs 50 per day if it takes more than 15 days to change ownership. KSEB has hidden such provisions from the public, which provides compensation to the customer in case of lapses in services.

Though the rule is that the Standard of Performance list in this regard should be displayed in the section offices, KSEB is not following this. This is on display only in a handful of offices. Very few complaints are received due to this.

The Electricity Regulatory Commission has specified that compensation should be paid if complaints related to 25 services are not resolved within the stipulated time. These include change in tariff, complaint on bills, line failure, making the connection three-phase, returning the deposit, meter checking, replacing the meter, etc.

Route of Complaint

The customer can lodge a complaint with the section office. It will be handed over to KSEB's consumer disputes redressal cell. The compensation has to be paid within 30 days or else the electricity bill should be reduced. The consumer can approach the Electricity Regulatory Commission if neither happens.

Compensation as follows

(Service, resolution time, daily compensation amount)

• Power outage due to line failure: 8 hours in the city, 12 hours in the village.... Rs 25

• Transformer malfunction: 24 hours in the city, 36 hours in the village.... Rs 25

• Frequent power outages: 10 hours.... Rs 25

• Tariff change: 15 days... Rs 50

• Complaint against the Bill: Three months.... Rs 50

• Restoring connection: 24 hours... Rs 50

• Meter test/accuracy determination: 5 days... Rs 25

• Meter replacement: 7 days... Rs 25

"If statutory boards are not displayed in section offices, it will be examined and action will be taken."

- K Krishnankutty, Minister of Power