Are you facing issues of burnt/ defective electricity meters and being subjected to deficient services, unlawful practices and harassment at the hands of Electricity Discoms in Haryana?

By

While this post is being published on this blog from a complaint received from one of the consumers in Faridabad, Haryana with an objective of creating awareness about the Rights and Responsibilities of the Electricity Consumers in Haryana, the same is applicable in principle for consumers across the country with a difference in the timelines, etc. This is so because the distribution of the electricity to the consumers is governed under the Electricity Act, 2003. An article titled "How Electricity Consumers in Haryana being deceived and violated through Electricity Billing and Metering issues by DHBVN - a PSU Discom of Haryana State - Is it the Deficiency or Deceptive Trade Practices" was also published in this blog on 10th September 2020, a copy of which was also mailed to DHBVN. The link of the post is http://skvirmani-jagograhak.blogspot.com/2020/09/electricity-billing-and-metering-by.html

An electricity consumer had reported a complaint about his burnt meter to the author of the blog. The interaction between the consumer and the Author as well as interaction between the Author and the Electricity Discom suggested that there is a lot of knowledge gap about the rules and regulations, the consumer's rights and responsibilities, and of course the corrupt attitude of the electricity Discoms. This lead the Author to bring out an article on the issue for wider awareness of the consumers and an attempt is being made to discipline the service providers.

Most of the problems being faced by the consumers from Electricity Discoms are attributed to the lack of knowledge on their rights and responsibilities as the existence of such a knowledge gap is encashed by the service providers for their deceptive trade practices. Feedback, as received from the consumer soon after his meter, was got replaced by the DHBVN, a PSU Discom in the State of Haryana is quoted below:   

"Callous Working and Attitude of DHBVN
I am a DHBVN consumer who has suffered substantial mental agony and adverse financial implications at the hands of DHBVN caused by their flawed technical working followed by utter apathy toward consumers.
DHBVN deployed personnel, while carrying out replacement of an electric pole, caused damage to my service line cable resulting in loss of supply to 2 of my 3-Phase connection on 26 Aug 2020. Later on 27Aug. , responding to my complaint, the mtc personnel burnt my Meter through erratic alterations therein. Thereafter, repeated complaints and communications to SDO fell on deaf ears. The complaints we’re closed without any action. Eventually, I was forced to get replaced the service line cable at my cost ( the JE directed to provide the cable telling that it was not to be provided by DHBVN ) . And, the Burnt Meter was replaced after great pursuance that was actively supported by  a prominent Consumer Rights Activist, Shri S K Virmani"


Analysis of the complaint 
  1. During the process of replacement of the pole, while refixing the meters including cables on the pole, two of the phases of the three-phase supply connections were not working. The consumer lodged a complaint on 26th August 2020. 
  2. The complaint was being attended by sub-contractors engaged by DHBVN. During the process, the electricity Meter got burnt as soon as the feeder was switched on by the sub-contractors. 
  3. The ownership of the Meter belongs to Electricity Discom i.e DHBVN for which DHBVN is charging Re. 1/- per day under the head "Meter Service Charges" as per tariff orders approved by HERC.  
  4. Supply to the consumer was functioning normally prior to the replacement of the Pole on 26th August 2020
  5. After the damaged pole got replaced by a new pole and the Meter along with the service cables of the consumer got re-installed on the pole on 26th August 2020. Two phases of the 3 phase supply stopped functioning. The consumer lodged a complaint on the same day i.e 26th August 2020.
  6. Meter got burnt on 27th August 2020 while DHBVN sub-contractors were attending to the complaint of non-working of 2 out of the 3 phase supply.
  7. Supply to the consumer was resumed by the staff engaged by DHBVN by by-passing the Meter on 27th August 2020
  8. The Author of the post was requested by the consumer to assist him in getting the job completed as the consumer could not do so. After follow-up by the Author, the Meter got replaced on 5th September 2020. However, the consumer was insisted by the JE of the area to provide service cable to connect the Meter on the pole to the point of supply at his residence. The consumer was compelled to incur an expenditure of Rs. 3,304/- for purchase of a service cable of 35 meters.  
  9. The consumer had a discussion with the concerned JE of the area who informed the consumer that they (DHBVN) provide the cable only for new electrical connection and for the replacement of the defective cable, it is the responsibility of the consumer to provide the cable. This is contrary to the incident that happened with the consumer of Greenfield Colony, Faridabad as mentioned in my earlier post wherein the consumer was being insisted to provide the cable for a new connection. Worth mentioning is another consumer who also applied for a new connection in the same Greenfield Colony was again insisted to provide the service cable. It seems the scam in the provisioning of Service Cable still continuing unabated. The silence of the Vigilance Department of DHBVN is further surprising. Any inference could be drawn. 
  10. The application form requesting for the Meter Testing was completed on 12th September 2020 as per instruction received from DHBVN. This suggests that the consumers are neither aware of the process nor the Discom is following the due process. 
  11. Meter Particular sheets not amended to include the details of the replaced meter including its initial reading so far as per the requirement of the Regulations. 

Relevant Regulations to address issues of burnt meters/ defective meters
  1. In case a meter is found burnt either on the consumer’s complaint or upon inspection by the licensee, the licensee shall restore the supply within 24 hours by providing a tested meter.
  2. If it is not possible to provide a tested meter immediately, then the direct supply shall be given within 24 hours and the consumer shall be charged for the period of direct supply on an average basis. 
  3. The licensee shall ensure that the direct supply shall not continue for more than 72 hours and within this period a tested meter shall be installed.

Other Regulations relevant to the post as laid down in Electricity Supply Code

Safety of Meters

  1. The consumer shall, as far as circumstances permit, take precautions for the safety of the consumer meter, MCB/CB, and other apparatus installed on his premises. The consumer shall promptly notify the licensee about any fault, accident, or problem noticed with the meter or other apparatus installed for the purpose of supplying him the electricity.
  2. The consumer shall be deemed to be responsible along with the licensee for proper functioning and upkeep of the meter. In case the meter is installed inside the consumer premises or at the entry point and the same is found physically damaged by human intervention, the consumer shall bear the cost of its replacement. However, if the meter is placed outside the consumer’s premises, the consumer shall bear half the cost of its replacement. In the case of meter placed at the substation, the entire cost of the replacement shall be borne by the licensee.
  3. The licensee shall monitor the consumption pattern of the consumer and get the meter checked where ever considered necessary to ensure that the meter is in proper working order.

Defective/ Burnt Meters

Testing of Defective Meters

  1. The licensee shall have the right to test any meter and related equipment if there is reasonable doubt about the accuracy of the meter. The consumer shall provide the licensee necessary assistance in the conduct of the test. The licensee may check the meter in-situ by putting a check meter in series or otherwise. If required, the licensee may temporarily replace the meter and take it away for testing.
  2. A consumer may request the licensee to test the meter if he doubts its accuracy, by applying to the licensee along with the requisite testing fee. On receipt of such a request, the licensee shall follow the procedure as detailed in Regulations
  3. On receipt of such request, the licensee shall inspect and check the correctness of the meter within 7 working days of receiving the request.
  4. The licensee shall check the meter in-situ by putting a check meter in series or otherwise.
  5. In case the consumer is not satisfied with in–situ check of the meter, he may request the licensee to test the meter at the licensee’s laboratory or at a third party facility approved by the Commission. The list of third party agencies approved by the licensee/Commission, for testing of meters, shall be available on the website of the licensee
  6. For testing of the meter at the laboratory, the licensee shall give advance notice to the consumer intimating the date, time, and place of testing so that the consumer or his an authorized representative may be present at the time of testing.
  7. The consumer or his authorized representative present during testing will sign the test report as a token of witness. In case the consumer or his authorized representative is not present, the licensee’s representative and the testing laboratory official shall sign on the test report. 
  8. Provided further that if on testing, the meter is found to be defective due to technical reasons attributable to the licensee including voltage fluctuation, transients, the licensee shall refund the testing fee to the consumer by an adjustment in the subsequent bill.
  9. The licensee shall dispatch the test report to the consumer, to be received under acknowledgment, within a week of the date of testing.
  10. If a consumer disputes the results of testing, he may appeal to the Consumer Grievance Redressal Forum (CGRF) which shall adjudicate upon the matter.

Cost of Replacement of Defective/ Burnt / Lost Meters

  1. The defective/burnt meter will be inspected and tested by the licensee.
  2. If, as a result of testing it is established that the meter became defective/burnt due to technical reasons including voltage fluctuation, transients, attributable to the licensee or due to natural events including rain, cyclone, floods, storms, earthquakes, the cost of the meter shall be borne by the licensee i.e the meter shall be replaced by the licensee free of cost.
  3. If, as a result of testing, it is established that the meter was rendered defective/burnt due to reasons attributable to the consumer including a defect in consumer installation, connection of unauthorized load by the consumer, the cost of the meter shall be borne by the consumer as specified below:-
  4. If the meter was owned by the consumer, the licensee shall inform the consumer to provide a new meter and associated equipment for testing within 7 days, after which the licensee shall install a new meter at its own cost and start charging meter rent besides deposit of meter security if any
  5. If the meter was owned by the licensee, the licensee shall install a new meter at its own cost and shall recover the replacement cost of the defective meter from the consumer:
  6. Provided that if, as a result of testing, it is established that the meter was rendered defective/burnt due to tampering or any other deliberate act by the consumer to interfere with the meter, action as permissible under law shall also be taken against the consumer for pilferage and tampering.
  7. If a consumer disputes the results of testing, the meter shall be tested at a third party facility selected by the consumer from the list of third party testing facility approved by the licensee/Commission.
  8. Provided that in case of testing on the consumer’s request, the consumer shall have to pay the prescribed testing fee.
  9. Provided further that if the the meter is found to be defective/burnt due to technical reasons attributable to the licensee including voltage fluctuation, transients, the licensee shall refund the testing fee to the consumer by an adjustment in the subsequent bill.
  10. In case of theft of meter, if it was installed inside the consumer premises or at the entry point, the cost of new meter and other apparatus shall be borne by the consumer. If, however, the the meter was installed outside the premises, half of the cost of the replacement shall be borne by the consumer and rest by the licensee. If the meter was at the sub-station, the entire cost of the replacement shall be borne by the licensee. 

Further, the Haryana Electricity Regulatory Commission (HERC) in their Regulation DUTY TO SUPPLY ELECTRICITY ON REQUEST, POWER TO RECOVER EXPENDITURE INCURRED IN PROVIDING SUPPLY & POWER TO REQUIRE SECURITY mandates Discoms that:

"All equipments except the meter (if supplied by the applicant), upon energization, shall become the property of the Licensee & the Licensee shall maintain the same without claiming any operation & maintenance expenses, including replacement of defective/ damaged material/equipment from the consumer."

Observation

  • As can be seen that the Discom is not following the timelines specified under the Regulations framed by the Regulator under Electricity Act, 2003. As per the regulations, the new/tested meter should have been provided within 72 hrs. On the contrary, it got replaced only after 10 days of the complaint. 
  • The Discom did not complete the requirement of generating an amended Meter Particular Sheet wherein the Meter is required to be sealed, initial reading is required to be recorded and the signature of the consumer is to be obtained and a copy is to be handed over to the consumer under acknowledgment. It has not been done. 
  • Insisting the consumer to purchase the service cable is against the rules and regulations framed by the Commission under The Electricity Act, 2003. 
  • The consumer at Greenfield Colony as referred by the Author in its previous post applied for a new connection but was being continuously denied provisioning of the service cable for almost four weeks. Another consumer in the same locality of Greenfield Colony who also applied for a new connection after the above incident was also denied the provisioning of service cable. The consumer had to purchase the cable and provided the same to DHBVN for the installation of a new electrical connection. 
  • It seems the Discoms in Haryana are rather encashing the opportunities as it is not possible for any consumer to wait and carry on with litigations/ disputes with unresponsive companies for an essential utility. Virtually it amounts to blackmailing the consumers. Such deceptive practices are not expected from State PSUs. The consumer has already sent an email to the concerned officials for arranging a refund/adjustment of the money spent on the purchase of the cable. 

Regulator intervention requested

  1. While the procedure has been well laid by the Regulator, it is not understood as to why the consumer be asked to bear the half cost of meter replacement in case of theft of the meter which is installed outside the premises. The installation of the meter outside the premises on the pole is not that of the choice of the consumer as it is mandated by the Regulator and ensuring the safety of the meters outside the premises is not possible to be ensured as far as the consumer is concerned. There are a number of instances where DHBVN contracted labour/staff are working on the poles without any information to the consumers or even the meters removed or the meter reading being taken by the staff without the knowledge of the households. Most of the men go on the work and it is not possible for female members of the households to keep watching the poles. Hence this clause is an anti-consumer that may be considered to be withjdrawn.
  2. There is a need for an Audit of the Discoms and penal action needs to be initiated against both the Discoms. Appropriate directions may be issued to The Discoms to refund the cost of the service cable. It was well established in the previous post that the Discoms (DHBVN and UHBVN) have been adapting to Deceptive Trade Practices and the prime evidence is that the regulations in their Sales Manual uploaded on their websites itself are in contradiction to the Regulations as framed by HERC. 
A copy of this post is being mailed to the Discoms in Haryana, Govt. of Haryana and Haryana Electricity Regulatory Commission for their perusal and appropriate action. The comments if any received shall be published as and when received. 

Comments

Post a Comment