UPERC issues set of consumer-friendly guidelines to stop harassment

An OTP-based complaint resolution system, stricter billing protocols, enhanced compensation guidelines and measures to avoid overloads in single-point connections are part of the consumer-friendly set of guidelines from the Uttar Pradesh Electricity Regulatory Commission aimed at improving transparency, accountability and quality of service in the power sector.

The guidelines are part of the commission’s latest tariff order in which the electricity regulator has opted to keep electricity tariffs unchanged for all consumers for the fifth consecutive year.

OTP SYSTEM

Consumers will now receive an OTP on their registered mobile numbers after filing a complaint. The complaint will only be closed when the Office of the Prosecutor provides satisfactory resolution, thereby reducing false closures of complaints.

MANUFACTURERS SAYS NOT TO OVERLOAD

The commission has been cracking down on builders who charge too much for single-point connections. Builders must align their billing with the rates approved by the commission and publish the invoices. Non-compliance will result in sanctions, with power companies ordered to create a dedicated website to ensure transparency.

COMPENSATION GUIDELINES ON INVOICES

UPERC required power companies to provide detailed instructions on how consumers can seek compensation in the event of a service interruption or accident, including web links, on the back of their utility bills. electricity.

RESPONSIBILITY

Electricity companies are now allowed to send invoices via email, WhatsApp or other digital platforms. However, each invoice must include complete billing details and bear the signature of an authorized representative to avoid disputes and ensure accountability.

MANDATORY DISCLOSURE

Power companies must publish details of electrical accidents and compensation on their websites, including the amount paid and the timeline of each case, for public review.

THREE-PHASE CONNECTIONS

The commission has introduced new provisions allowing consumers with connected loads between 3 kW and 5 kW to opt for three-phase connections. The move, aimed at improving internal load management and phase balancing, is in response to growing consumer awareness and growing demand for electricity across the state.

In May 2024, peak electricity demand in Uttar Pradesh exceeded 30,000 MW, largely driven by increased use of air conditioning among domestic consumers, who account for almost 50% of the total load. the state. As living standards increase, consumers increasingly demand uninterrupted and higher quality power supply.

Previously, only connections with loads greater than 5 kW were eligible for three-phase meters, as required by the state’s Electricity Supply Code. However, during public hearings, many consumers requested the possibility of installing three-phase meters even for loads below the 5 kW threshold.

RECORD PEAK DEMAND

The commission noted that the state’s electricity demand exceeded 30,000 MW in May 2024, largely driven by increased use of air conditioners among domestic consumers. This trend reflects the increasing standard of living and growing consumer expectations for uninterrupted and high-quality power supply.

NEW RULES FOR AUTOMATIC CHARGE REVISION

In response to complaints about arbitrary increases in sanctioned charge, the commission has aligned its provisions with the Electricity (Consumer Rights) Amendment Rules, 2023. Any automatic revision of charge will now follow a structured mechanism, ensuring fairness and transparency.

Several consumers have complained that electricity distribution companies are arbitrarily increasing their permitted load.

The Commission has aligned these revisions with the Electricity Modification (Consumer Rights) Rules, 2023, notified on June 14, 2023, which establishes a framework for automatic load adjustments when a consumer’s demand exceeds the contractual limit .

To address these concerns in a transparent manner, the Commission has introduced new provisions in the General Conditions of the Tariff Schedule. These guidelines ensure that any increase in the sanctioned load will be done systematically, according to the prescribed mechanism.

The revised rules aim to prevent arbitrary charge increases while promoting fair practices, ensuring that consumers stay informed and only pay for the charge they actively use.