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

A couple of posts have been written in this blog on unethical business practices of Dakshin Haryana Bijli Vitran Nigam Ltd (DHBVN), a PSU Discom in the State of Haryana. Some of the articles from the relevance point of view for the present post are listed below: 

1. Corona pandemic in India vs unfair business practices of Dakshin Haryana Bijli Vitran Nigam (DHBVN) a State-run DISCOM PSU under Govt. of Haryana for generating inflated bills and pressurising/ misleading consumers to pay the bills much prior to the due date of payment during lockdown http://skvirmani-jagograhak.blogspot.com/2020/05/corona-pandemic-in-india-vs-unfair.html 
2. Trust-Based Meter Reading by Haryana DISCOMs like DHBVN and UHBVN- How much accurate electricity billing http://skvirmani-jagograhak.blogspot.com/2020/06/electricity-billing-and-trust-based.html 
3. हरियाणा में नए बिजली कनेक्शन देने में सर्विस केबल देने के नाम पर क्या भ्रष्टाचार चल रहा है ? Is there a scam in providing new electricity connection in Haryana? http://skvirmani-jagograhak.blogspot.com/2020/07/is-there-scam-in-providing-new.html 
4. हरियाणा में सरकारी बिजली कंपनियों द्वारा हर साल ग्राहकों को करोड़ों रु का चूना लगाने का मामला हरियाणा इलेक्ट्रिसिटी रेगुलेटरी कमीशन के संज्ञान में लाया गया। Issues of gross violations of HERC Regulations by Haryana Electricity DISCOMs brought to the notice of Haryana Electricity Regulatory Commission http://skvirmani-jagograhak.blogspot.com/2020/07/issues-of-gross-violations-of-herc.html 
5. हरियाणा में सरकारी बिजली कंपनियों द्वारा हर साल ग्राहकों को करोड़ों रु का चूना लगाने का मामला हरियाणा इलेक्ट्रिसिटी रेगुलेटरी कमीशन लाने के बाद अब हरियाणा सरकार व भारत सरकार के उपभोक्ता मंत्रालय के संज्ञान में भी लाया गया। Issues of gross violations of HERC Regulations by Haryana Electricity DISCOMs brought to the notice of Haryana Electricity Regulatory Commission, Govt of Haryana and Department of Consumer Affairs, Govt. of India  http://skvirmani-jagograhak.blogspot.com/2020/08/issues-of-gross-violations-of-herc.html

Background Information

1. There are set guidelines for installing meters on the poles. As per regulations framed under the Electricity Act, not more than six meters can be mounted on the pole and the height of the top-mounted meter cannot exceed 5 ft from the ground. As can be seen in the attached photo, it has come to the notices that the Discom has installed as many as 9 meters on the same pole and the author has even seen the height of the top meter as high as 9 ft. from the ground. 
2. Under the concept of trust-based reading, the consumer having reasons to believe in-correct reading or bills being raised on an average basis can submit the meter reading along with the snap of the meter on the DHBVN website which normally should take around 3-4 days time to generate the fresh corrected bill. However, the situation of raising the bill on an average basis normally is not possible as the meters are installed on poles outside the residences. Ideally, the meter readers which are normally on a sub-contract basis need to be held accountable for not taking the meter reading. Most of the residents are senior citizens and normally it is also difficult for them to take meter reading by snap and then upload the same on the website and then keep checking time and again to download the fresh bill. The sub-contractors engaged for meter reading need to be accountable for incorrect noting of the meter reading.
3. During Corona Pandemic when the whole world was passing through the pandemic, DHBVN had adapted to unethical business practices of raising the bills on an average basis of past consumption without even advising consumers to note down the reading and submit it electronically to the Discom. The consumption during the Coronal Pandemic was expected to be far less than the past consumption for various reasons. As an example, the small shops as a self-employed business were also declared to be closed due to lock-down and might have been zero consumption during the period. While the citizens were facing an acute shortage of funds to meet their daily requirements, the Discom was busy collecting funds in disproportionate to electricity consumption. The article was referred to the Govt of Haryana and Govt of Haryana thankfully had come out with the procedure of Trust-Based meter reading. Under trust-based meter reading, the consumer can note down the meter reading and take a snap of the meter reading, upload it on the server through the internet and generate electricity bills. However, it is to be used only when either the consumer finds meter reading has been wrongly recorded in the bill or the bill has been raised on an average basis in case DHBVN is unable to get the recording of meter reading due to circumstances beyond its control. 
4. Most of the electricity meters in Haryana are installed outside the residential premises on the electricity poles and hence there cannot be any reason for not taking the meter reading for the purpose of generating the electricity bills for any billing cycle which is usually bi-monthly.
5. It is understood that the handbills are raised on the spot and thereafter the meter reading is supposed to be uploaded on the servers at the backend. Once the bills get uploaded on the servers, the consumer can pay the bill online. In case the bills are not uploaded on the servers, then the consumer will not be able to pay the bill online. Many consumers of Sector 37, Faridabad have complained that their bills were not uploaded on the servers before the due date of payment as a result of which the consumers were compelled to pay a surcharge. It implies that the consumers have been penalized for the deficiency in the services of DHBVN. Ideally, DHBVN should have extended the due date of payment automatically without even being asked for.

Complaints of Billing and Metering

The following three cases of the consumers are being analyzed in detail indicating either the gross violations of the rules and regulations mandated under the Electricity Act, 2003 or with an intent to harass/ deceive the consumers for the reasons best known to DHBVN:

Case No. 1 (Resident of Greenfield Colony, Faridabad)

The consumer who was a new subscriber of the electricity connection had received the bill wherein the opening reading has been shown as "1" as on 07/07/2020. As explained in my previous article referred at S.No. 3, the connection of the consumer was energized only on 28th July 2020 on which date the meter reading was "Zero". Further,

1. When the meter has not been even mounted on the pole on the said date, how the reading "1' has been indicated. The connection was energized only on 28th July 2020 and more so even the same was not tested as per regulations under Electricity Act, 2003. There is no question of showing any reading prior to the energization of the connection. 

2. How the installation date has been taken as 7th July 2020 when it was not even mounted on the pole. This has been stated in several emails time and again by the consumer as well as the author of the blog.

3. There are two snaps of the meter which were taken on 20th and 27th July 2020. The snaps clearly indicate the reading as "zero". Naturally, the action of DHBVN leads to citizens mistrusting the PSU officials. Afterall there is always an element of the interest for doing something wrong if not corrected when pointed out.   

4. Why DHBVN has not generated the meter installation report and test run conducted which is as per the requirement of the regulations under the Electricity Act, 2003. DHBVN has not shared the fabricated meter installation report with the consumer despite making explicit requests and reminders. Ultimately the consumer was advised to seek the said document under RTI Act so as to know who signed the report fraudulently. No doubt the action of DHBVN has jeopardized the confidence and trust/ belief of the citizens on the PSUs.

The silence of the Vigilance Department of the DHBVN has not been understood by the author of the blog on such suspicious activities as their attention was being drawn from time to time. Even when the sub-division office claimed having installed the connection on 7th July 2020, the Vigilance Department was requested to have a surprise visit at the site along with the Author to know its correctness.  

Case No. 2 (Resident of Sector 37 Faridabad)

The consumer who was of 72 years of age and being heart and diabetic patient received an SMS on 25th August 2020 for payment of Rs. 22151.45 towards electricity bill against his consumer account for which the due date of payment was indicated as 1st September 2020. As he did not receive any of the bill i.e neither spot generated bill nor the regular bill on its website and finding enormous amount being demanded by DHBVN, he checked the meter reading immediately which was as 51831. He also found the closing meter reading of his last bill was 50,579 indicating consumption of 1252 units for two months. Accordingly, he initiated communications on official WhatsApp numbers of SDO of the area sub-division.  He was advised to send the details on email. The consumer sent an email on 27th August 2020 and kept on reminding on Whattsapp. However, no corrective action was taken by DHBVN to date. Meanwhile, the consumer approached the author of the blog for assistance. In a bid to extend the help to a senior resident of 72 years heart and diabetic patient, the SDO was contacted on his WhatsApp number on 7th September 2020. It was followed by an email to SDO, Xen, and SE with a copy to CMD, DHBVN. The bill has not been corrected and sent to the consumer till the time of writing of this post. The following points are important on the billing-related complaints from the regulations point of view which in the view of the author seems to be not adhered to by the DHBVN: 

i) In the case of the spot billing system, the bill is to be handed over to the consumer immediately on the spot. Since no bill has been handed over to the consumer on the spot, no reading has been taken by the meter readers. DHBVN needs to investigate on this as to why no reading has been taken when the meters are installed on the pole. Further, whether the payment released to the meter readers are as per the agreed norms. Any bill raised without taking the meter reading is mostly in excess of the consumption as it is raised on an average basis and the consumption during certain seasonal requirements is more. Thus the Discom collects more money from the consumer than if raised on an actual reading basis.   

ii) Regulations mandated for the Distribution Licensees mandate to redress the billing complaint within 24 hrs of the receipt of the complaint in case no additional information is required and within 7 days of receipt of the complaint in a case where additional information is required. As can be seen that DHBVN has failed in adhering to the regulations. A complaint was initiated on 25th August 2020 followed by Whattsapp messages and email on 27th August 2020 and also on the website on 1st September 2020 vide complaint number 3877499973 as well through the author of the blog. As no additional information was required, the bill should have been corrected within 24 hours. Hope, DHBVN would come out on its own to compensate the consumer as per provisions of the regulations keeping in view the ethics of business. The author is considering to assist the consumer to claim the penalty. 

Case No. 3 (Resident of Sector 37 Faridabad)

DHBVN contractors were carrying out the replacement of the pole on 26th August 2020 as it was likely to have been broken at any time. The consumer's meter was also installed on the same pole. However, the consumer noticed after the replacement of the pole was completed that two of the phases were not working while only one phase was operational. The consumer lodged a complaint with DHBVN as a result of which the staff attended to the complaint on 27th August 2020. However, as soon as the feeder was switched on, there was immediately a fire out of the meter box and the meter got completely burnt. While the consumer was being advised to visit the office to lodge a complaint, the staff, later on, rethought and bypassed the burnt meter and restored the supply immediately by direct connection of input/output cable. DHBVN maintained their silence and unresponsive to the consumer's complaint. Surprisingly all the complaints lodged on the internet were being shown as "resolved" without even attending to it. The author was finally compelled to seek consumer grievance redressal through social media on 5th September 2020. The following regulations are pertinent to the issue which are quoted below: 

"In case a meter is found burnt either on consumer’s complaint or upon inspection by the licensee, the licensee shall restore the supply within 24 hours by providing a tested meter. If it is not possible to provide a tested meter immediately, then direct supply shall be given within 24 hours and the consumer shall be charged for the period of direct supply on an average basis. 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." As per the regulation, the tested meter should have been provided within 72 hrs. i.e by 30th August whereas DHBVN delayed it till 6th September 2020. DHBVN should come out on its own to compensate the consumer as per provisions of the regulations keeping in view ethical business practices. Surprisingly the consumer was asked to provide 35 meters service cable despite a fact that the consumer was being charged rental for the meter and service cable. Since any delay in providing the metered supply beyond 72 hrs. shall be a burden onto the consumer as the consumer would be charged on an average basis during non-metered supply. 

The height of the top meter installed/ mounted on the pole should not exceed 5 feet. The photograph of the pole as taken after the meters were reinstalled speaks itself. It is pertinent to state that the reported case is not in isolation but the number of locations can be seen in Sector 37 Faridabad. It is not known as to whether DHBVN supervises such installation or it is just left to the contractors the way they wish to carry out installation their own way. There is a need for installation to be inspected by the DHBVN officials/ Management. The prime responsibility lies in DHBVN.  

A copy of the article is being mailed to DHBVN officials which shall include SDO of the sub-division, XEN of the Zone, and SE of Faridabad as well as their CMD. A copy of the same shall also be sent to the Vigilance Department of the DHBVN so as to bring such deception to the notice of the Vigilance Department for its perusal and taking appropriate action. A copy of the article will also be shared with the Haryana Electricity Regulatory Commission and the Power Ministry. The officials of DHBVN would be requested to provide their feedback/ comments on the post so that the same are published as an update to the post or reproduced appropriately. The officials shall also have an option to submit their comments if any directly on the blog. In case no comments/feedback is received by the author of the blog by 15th September 2020, the article in the present form shall be shared with:

It would be a great pleasure for the author of the blog if the DISCOM take an action on its own to suitably compensate with the penalty as laid down under various provisions to the affected consumers else the consumers may be assisted to take appropriate recourse to CGRF and if required to Electricity Ombudsman. However, the author believes that ethics shall prevail among DHBVN and avert such need of approaching CGRF and Electricity Ombudsman. 

• Social Media like Twitter, Facebook, etc.
• Haryana Electricity Regulatory Commission/ Ministry of Power both Central as well as State 
• Vigilance Department 
• Print Media/ Electronic Media 

Conclusions

The article is proposed to be used for wider awareness of the consumers across the country as Electricity is the subject matter of governance under Electricity Act, 2003. The consumers are either ignorant of the rules and regulations or just avoid using such regulations due to the need for electricity being indispensable. In my previous article, it has been revealed that DHBVN has even hidden the information and distorted the rules and regulations with respect to the provisioning of service cables required for the connection from meters to the point of supply to consumers. The Authorities must be taking advantage of such an indispensable requirement of electricity. 

That may be the possible reason for the corruption in the Electricity Sector going on unchecked. The examples quoted here in this article and the previous articles lead to the belief that the Discoms are performing Deceptive Trade Practices. 

Corruption in the Industry/Sector is not ruled out else the Discoms should have taken corrective steps else there is no reason why the meter readings not taken when the meters are installed outside on the electricity poles. Rules and Regulations are just blatantly violated as can be seen as many as 9 meters are installed on the pole with a height of the top of the meters even being 8 to 9 ft. 

In case the sub-division office has not fabricated a false and forged meter installation report, the same would have been shared with the consumer as the process of providing electrical connection to a consumer is well defined under the regulations/codes. The Regulations also defines the replacement of burnt / defective meters which seems to be ignored by the DHBVN. 

In the end, it is expected DHBVN which is a PSU Discom to come up on its own to pay the penalty to the affected consumers keeping in view the ethical business practices. 

Last but not the least, the deception is not limited to these three cases but the feedback is being received from many consumers.  

(The author is a consumer activist and rendered his service for more than 15 years in the project of Department of Consumer Affairs as Project Manager. Presently he is one of the Trustees in NGO handling consumer's interest. The author is passionate about an empowered and responsible society. He has also co-authored a book titled “Electricity and Consumer”. The same is available in the public domain for the perusal of stakeholders including  knowledge dissemination to the citizens - https://consumereducation.in/monograms/Electricity%20and%20Consumer.pdf)