THE AIMS AND OBJECTIVE OF CONSUMER SERVICE MANUAL
Following are the main aims and objective of the consumer service manual. To make sure that a consumer which is going to avail the electricity facility must be aware of the duties and liabilities imposed on him on the behalf of company and toward the company. The Consumer Service Manual lays down the instructions in pursuance of Section 21 (d) 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, O&M Operator, Electric Power Supplier, Authorized Agent, as the case may be, to ensure safe, effective and reliable supply of electric power to consumers. Pursuant to sub rule 6 of the ibid rule the Authority may from time to time direct the licensee to revise the Consumer Service Manual in such manner and with
respect to such details as the Authority may direct, provided that the licensee shall not be required to revise Consumer Service Manual in a manner which may cause the licensee to be in breach of Laws or the applicable documents.
NECESSITY OF CONSUMER SERVICE MANUAL.
The Consumer Service Manual is applicable to all consumers served by the distribution licensee (DISCO to insert its name), O&M Operator, Electric Power Supplier, Authorized Agent, as the case may be, including the Bulk Power Consumers and includes, without limitation to the following matters, namely:
FORM AND HOW TO APPLY FOR CONNECTION.
Form and manner of application by the consumer for obtaining electric service connection, along with detail of documents to be submitted in support of the application.
FEE AND DN(DEMAND NOTICE) CHARGES.
Lees and charges for connection, installation of meters, other facilities for connection and reconnection.
METHOD TO INSTALL THE ELECTRICITY METER.
Procedure and manner for installation of meters and other facilities for connection.
TIME PERIOD FOR A CONNECTION.
Time frame for providing service connection to consumers. Procedure and manner for billing, time limit of payment of bills and procedure for
collection of bills. Procedure for issuing disconnection notice to consumer for non-payment of bills and the procedure thereof for disconnection of electric supply in case of non-payment) and reconnection after payment of outstanding dues.Collection of arrears upon or following reconnection.
Procedure for disconnection and the charges for illegal abstraction/theft of electric power or for use of electric power for purposes other than those specified in he application for connection and service.
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