ConsumerServiceManual

It is high time that the masses understand and use the Consumer Service Manual. I shall make an effort tomakethisaseasyaspossible.Thewholemanualisdividedinimportanttopicsanddealwiththeexact methods to be followed and the time frames in most cases as well. Being aware of the legal position of the consumers the dictatorial orders of KESC can be countered with the laws laid down in the manual whicharelaiddownbyNEPRAtheregulatingbodyunderwhichKESCandallotherpowerproducersand supplierscome. Whatisthelegalityofthismanual? 1.1 The Consumer Service Manual lays down the instructions in pursuance of Section 21 of the Regulation of Generation, Transmission and Distribution of Electric Power Act, 1997 read with Rule 9 of the NEPRA Licensing (Distribution) Rules, 1999 which shall be administered by a distribution licensee to ensuresafe,andreliablesupplyofelectricpower. Comment: it means that it is a binding legal document and the power company is bound by law to do exactlyaswritteninitunderallcircumstanceswithoutfail. Towhomisitapplicable? 1.2 The Consumer Service Manual is applicable to all consumers served by the distribution licensee (KESCL) including the Bulk Power Consumers (where applicable) and includes without limitation the followingmatters,namely: (a) Form and manner of application be the consumer for obtaining electric service connection, along withdetailsofanydocumentstobesubmittedinsupportoftheapplication. (b) Timeframeforprovidingserviceconnectiontotheconsumer. (c) Procedureandmannerforinstallationofmetersandotherfacilitiesforconnection. (d) The procedure and manner for billing, the time limit of payment of bills and procedure for collectionofbills. (e) Fees and charges for connection, installation of meters, other facilities for connection and reconnection. (f) Procedure for issuing disconnection notice to consumer for nonpayment of bills and the procedure thereof for disconnection of electric supply in case of non payment and reconnection afterpaymentofoutstandingdues. (g) Collectionofarrearsuponorfollowingreconnection. (h) Procedurefordisconnectionandthechargesandpenaltiesforillegalabstraction/theftofelectric power or for use of electric power for purposes other than those specified in the application for reconnectionandservice. (i) Requirementofsafetyandsecurity. (j) Efficient use of electric power including with reference to characteristics of supply or usage such astimeofday,weekorseason. (k) Procedure and the time frame for handling and redressal of different types of consumer complaints.

Comment: it gives all the possible avenues that a customer may have an issue with the power company and under all of the above issues clear and complete methods and time frames are given for the benefit oftheendusersofpower. Whenthemeterisreplacedwhatshouldtheenduserexpect? 4.4 MeterReplacement (a) In case of replacement of a meter, the consumers account shall not be liable to any adjustment on the basis of any discrepancy detected in the impugned metering equipment where the discrepancyisnotattributabletoanyactoromissionoftheconsumer. Comment: this clearly means that the propaganda of the KESCL with the end user being responsible for any slow running or any fault is not legally binding and is in clear violation of the rules of this manual in caseofmeterreplacementsforanyreason. Whathappensifthepowercompanythinksmeterisnotrunningcorrectly? 4.4(b)Should the KESCL at any time, doubt the accuracy of any metering equipment, the KESCL may after informing the consumer, install another duly calibrated and tested metering equipment (check metering equipment) in series with the impugned metering equipment to determine the difference in consumptionormaximumdemandrecordedbythecheckmeteringequipmentandthatrecordedbythe impugned metering equipment during a fixed period. If on such comparative test being made the impugnedmeteringequipmentshouldprovetobeincorrect,theimpugnedmeteringequipmentshallbe removed from the premises with the written consent of the consumer, and the KESCL in the absence of anyinterferenceoralterationinthemechanismoftheimpugnedmeteringequipmentbeingdetectedby theKESCL,shallinstallacorrectmeterwithoutanyfurtherdelay. Comment: this means that the KESC can not take away any meter from the premises of the end user withouthisconsentinwritingevenifthatisslow.Alltheycandoistoconnectanewmeterwiththisone to see if there is a difference in the two readings until it is proven to be not working correctly. Taking awaymetersonmereassumptionsofslownessisnotlegal. Whatistheprocedureiftherearenometersavailable? 4.4(c)WhereitisnotpossiblefortheKESCLtoinstallcheckmeteringequipmentofappropriatecapacity (due to non availability of such equipment or otherwise) in series with the impugned metering equipment, to check the accuracy of the impugned metering equipment as described above, the KESCL shall, after informing (in writing) the consumer, test the accuracy of the impugned metering equipment at site by means of Rotary Substandard or digital power analyzer. If on such test being made, the impugnedmeteringequipmentshouldprovetobeincorrect,theimpugnedmeteringequipmentshallbe removed and immediately replaced with a correct meter. The impugned metering equipment shall be removed upon settlement / payment of assessed amount. In case ifacorrectmeter is not available then themultiplyingfactorshallbechargedaccordinglytillthereplacementwithcorrectmeter. Comment: KESCL is bound by law to use a special testingmetering equipment if they dont havea meter that they can install. This can be done only after written information to the consumer. Also, KESCL shall remove the slow or defective meter and replace with a correct meter. The meter can only be removed if thesettlementismadefortheassessedamount.

 Whathappensiftheenduserisnotsatisfiedwithhismeter? 4.4(d)Whereaconsumerisnotsatisfiedwiththeaccuracyofthemeter,hemayinformtheKESCLofhis desire for the said metering apparatus be checked at sitein his presence. Upon receiving such a request, the 13 KESCL will issue a demand notice as meter challenge fees for the checking of the said meter and willchecktheaccuracyofthesaidmeterwithinSEVENworkingdaysfromthedateofreceiptofpayment ofsuchchallengefeesbyinstallingadulycalibratedcheckmeterinserieswiththeimpugnedmeterorin the absence of a check meter, through a Rotary Sub Standard or digital power analyzer accompanied by an engineer of the KESCLs metering and testing laboratory. If upon checking the meter is found to be recordingbeyondthepermissiblelimits,themetershallbechangedimmediatelyandduecreditbegiven forexcessiveunitschargedbydiscow.e.ffromthedateoftherequestfiledbytheconsumer. Comments: protection is given to the end user that he may also ask for the checking of the meter that maybeinspectedonhispremisesandiffoundtobeincorrectcredittobegiventohim.Forthishehasto payafeesandalsothetimelimitissevendaysforthetesttobedonebythecompany. Whatisthetimecycleofthechargingtotheconsumerduetodefectivemeter? 4.4(e)The chargingofconsumersonthebasisofdefectivecode,wherethemeterhasbecomedefective andisnotrecordingtheactualconsumptionwillnotbemorethantwobillingcycles. The basis of charging will be 100% of the consumption recorded in the same month of previous year or averageofthelast11monthswhicheverishigher.Onlyauthorizedemployeeoftheutilitywillhavethe powertodeclarethemeterdefective. Comments: here it is clearly declared that only two months can be taken into account for any defective mode calculations for sending bills. It can also be the exact same month the previous year. This means that the practice of KESC of making the end users pay for previous months is totally illegal in case of defective meters. They can not charge arrears. They can send defective mode bills for a max of two previousbillingcycles. Ifthemeterisdefective/burnt/damagednotduetoconsumerfaultwhataretheconsequences? The cost of the new meter to be borne by the KESCL. Max of two billing cycles can be charged for defectivecodeofcharging.Nopreviousarrearscanbecharged. Comment: this is totally against the practice of KESCL where they take away the meter and bill consumersforseveralmonthsandthreatentodisconnectsupplies.Theycantdothisatall. Whatifconsumerisnotsatisfiedwiththeresult? The consume can approach the Electrical inspector who will check the meter on the same premises for accuracybymeansofameterinstalledinserieswiththemeterinquestionorbytherotarysubstandard or digital power analyzer in presence of the KESCL representative and informed in writing by the consumer to the KESCL previously of approaching the electrical inspector based on which till such time the results are given by the electrical inspector the meter in question can not be taken away by the KESCL.

Comment: clear method given. Obligations and rights of the consumer mentioned. The desire of the consumer to be able to approach a higher authority for checking of meter if dissatisfied with the KESCL resultshasbeensatisfied. Ifthemeterisslowduetoage/otherreasonsnotrelatedtotheillegalabstraction/stealing? The cost of the new meter to be borne by KESCL. Same period of two months billing maximum can be chargedbyKESCLincaseofdefectivecodeofbilling. Comments: here is it clear that if the meter is slow due to any reason other than stealing or illegal abstraction by the consumer the consumer is not responsible for the losses and no previous charging on defectivecode. What is the outcome of the status of the meter being burnt/damaged/defective due to consumers fault includingoverloadinginternalwiringdefect? Thenewmeterispayablebytheenduser.Thesamelimitsareapplicableofmaxoftwomonthscharging incaseofdefectivecodeandnopreviouscharging. Comments: it is again clear that the consumer is protected from previous arrears under the defective codeandonlythemetershouldbereplaced.Thatisit. Howmanydaysaregiventotheconsumerstopaytheirbills? 6.3 Theduedateshallbewithin15daysoftheissuedateofthebill.Consumerswillhavesevenclear daysfromthedateofactualdeliveryofthebillforthepurposeofpayment. Comment: clear days mean that there are no holidays in between and the date of the receival is not included. This is quite helpful as Karachi has a lot of holidays and unexpected shutdowns and immediatelylatepaymentsurchargesaresnappedonbytheKESCLattimes. CantheKESCLdisconnectthesupplyunderanypetitionorcomplaintoauthority? 8.1(d)The power supply of a defaulting consumer can not be disconnected who has lodged a complaint against any wrong billing or any dispute relating to the payment of energy bill with KESCL, electrical inspectororNEPRAforwhichproperrestrainingorderswillbeissued.KESCLcannotdisconnectsupplyin casetherestrainingorderhasbeengivenbyacourtoflaw. Comment: it is important to note this point and understand it. This is useful under extreme circumstances.Onemustknowhisrightsandexercisethem. Whatistheresponsibilityoftheconsumerwhenthemeterisoutsidehispremises? 9.1(c)Notes. In addition where the meters are outside the preemies the prime responsibility of the maintenanceofthehealthystateofthemeterrestswiththeKESCL.Aconsumerwillnotbechargedifthe meterswearsoutdue tonormalatmosphericeffectsorthroughsomeinternalfaultinameterforwhich a consumer is not responsible. The normal course of action for such meters would be for the KESCL to replacethemeterwithahealthymeter.

 IftheKESCLfeelsthattheamountinvolvedduetoptheslownessofthemeterisofmorethanonebilling cycle then they should install a new meter in series with the questioned meter and observe the readings and the difference charged to the consumer for a max of two billing cycles. This will not be a detection bill. Comments: the detection bills are not included in the case of defective meters and in case of finding the amount increasing over the billing cycle by KESCL is restricted to two billing cycles and the consumer beingmadefreeofanyobligationifthemeterisoutsidehispremises. Incaseoftheftwhatarethebillingcyclesthatcanbechargedfordifferentusergroups?(AnnexureVIII) Forregisteredconsumersincaseofbypassingmeteringapparatus:maxofsixmonths Fortamperingofmetersbyregisteredconsumers:maxofthreemonths Comments: the details are self explanatory. It clearly sets the limits on all illegal detection bills. KESCL is boundbylawtomakebillsintheseslimitsonly. Whatistheformulaofdetectionbillincaseofmetertampering? Amount=Load*L.F.*730*RATE*3(months) Loadisthesanctionedload L.F.istheloadfactorofthatclassofconsumers 730istheaveragenumberofhoursinamonth Rateistheapprovedapplicablerateoftheclassofconsumers Comment:withthisformulatheenduserscanevencalculatetheamountsincaseofanydispute. Forfurtherdetails,pleasecallHelplineTrustoffice,TelNo.35889643 Tolodgeacomplain,pleasevisitourwebsite:www.helplinetrust.organdfillupourConsumerComplaint Formandsubmit. HelplineTrustYourfiendinneedYourfriendindeed.