REGULATORY INFORMATION MANAGEMENT SYSTEM

QUALITY OF SERVICE

ANALYSIS OF THE REPORT ON

RESPONSE TO NORMAL FUSE OFF CALLS

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The following reports are pertaining to the Customer Service in the RIMS reports being furnished by the DISCOMs:

1)	C₁	-	Response to Normal Fuse off calls
2)	C₂	-	Faulty Meters Analysis
3)	C₃	-	Response to Meter Related Complaints
4)	C₄	-	Billing Mistakes
5)	C₅	-	Response to Category change & Title Transfer Requests
6)	C₆	-	Response to New Connection Requests
7)	C₇	-	Bill Payment facilities
8)	C₈	-	Reconnection of Supply
9)	C₉	-	Response to Billing Complaints
10)	C₁₀	-	Response to Voltage Complaints
11)	C₁₁	-	Release of New Services (HT Category)
12)	C₁₂	-	Release of New Services (LT Industrial Category-III)
13)	C₁₃	-	New Services Release – Status of Progress of Work

The consumer complaints are attended basically in 3 places viz., Section Office, ERO, and ‘Fuse-Off-Call’ offices.

2. As per the master data provided by the DISCOMs the number of Sections, FoCs and EROs are as follows:

DISCOM	CIRCLE	SECTIONs	EORs	FOCs
CPDCL	Anantapur	79	17	80
	Hyd Central	27	4	34
	Hyd North	33	5	33
	Hyd South	28	3	29
	Kurnool	57	11	55
	Mahaboobnagar	68	17	68
	Medak	53	5	53
	Nalgonda	66	15	66
	RR North	32	4	32
	RR South	39	4	17
	Total	482	85	467
EPDCL	Eluru	66	7	70
	Rajahmundry	73	8	110
	Srikakulam	37	4	41
	Visakhapatnam	59	5	65
	Vizianagaram	26	3	32
	Total	261	27	318
NPDCL	ADILABAD	48	5	48
	KARIMNAGAR	65	10	65
	KHAMMAM	50	8	50
	NIZAMABAD	51	8	51
	WARANGAL	71	13	71
	Total	285	44	285
SPDCL	GUNTUR	79	15	79
	KADAPA	64	14	64
	NELLORE	71	15	71
	ONGOLE	63	12	63
	TIRUPATI	94	15	94
	VIJAYAWADA	73	16	73
	Total	444	87	444
Grand Total		1472	243	1514

3. Review Analysis on the Customer Service Report “Normal Fuse of Calls”

(a) Standard:

Cities and towns

Within 4 working hours of receiving the complaint

Rural areas

Within 12 working hours of receiving the complaint

(b) Overall Standard: At least 99% calls received should be rectified within prescribed time limits in both Cities and Towns and in Rural areas.

4. Data Availability: Data furnished by the DISCOMs is not consistent for all the months in terms of circles covered and also data furnished does not cover all the FOCs. Circle-wise data availability is furnished hereunder:

CPDCL
Name of the Circle (Total Number of FoCs)
Month	ATP (80)	HYD-C (34)	HYD-N (33)	HYD-S (29)	Kurnool (55)	MBNR (68)	MDK (53)	NGL (66)	RR (N) (32)	RR (S) (17)	Total (467)	% FoCs covered
Apr'05	69	17	9	12	-	38	36	27	28	-	236	50.54
May'05	49	17	14	18	-	35	26	44	22	-	225	48.18
Jun'05	51	17	13	-	-	44	26	43	19	-	213	45.61
Jul'05	51	16	15	18	-	55	-	7	30	-	192	41.11
Aug'05	48	17	14	18	-	55	31	6	-	-	189	40.47
Sept'05	53	16	1	-	-	-	40	41	-	-	151	32.33
Oct'05	-	16	-	-	-	-	-	-	-	-	16	3.43
Nov'05	-	-	8	18	37	-	12	25	22	16	138	29.55
Dec'05	-	-	-	-	-	-	-	-	-	-	0	0.00
Jan'06	55	6	-	20	37	51	21	15	29	16	250	53.53
Feb'06	-	6	-	21	15	-	11	-	-	16	69	14.78
Mar'06	60	12	8	14	20	36	10	28	32	16	236	50.54
Average for 2005-06	36	12	7	12	9	26	18	20	15	5	160
Average for 2005-06	45.4%	34.3%	20.7%	39.9%	16.5%	38.5%	33.5%	29.8%	47.4%	31.4%	34.2%

EPDCL								NPDCL
Name of the Circle (Total Number of FoCs)								Name of the Circle (Total Number of FoCs)
Month	Eluru (70)	RJY (110)	VSP (65)	VZM (32)	SKLM (41)	Total (318)	% FoCs covered	ADB (48)	Karim (65)	KHAM (50)	NZM (51)	WGL (71)	Total (285)	% FoCs covered
Apr'05	32	48	53	22	27	182	57.23	-	16	-	-	-	16	5.61
May'05	40	1	64	16	26	147	46.23	-	16	-	-	-	16	5.61
Jun'05	34	39	55	24	32	184	57.86	-	16	-	-	-	16	5.61
Jul'05	-	-	-	-	-	0	0.00	-	-	48	-	-	48	16.84
Aug'05	44	42	61	24	40	211	66.35	-	-	48	-	-	48	16.84
Sept'05	32	55	50	26	40	203	63.84	-	-	48	-	-	48	16.84
Oct'05	31	60	55	26	24	196	61.64	-	-	48	-	-	48	16.84
Nov'05	5	19	16	4	4	48	15.09	10	-	48	27	33	118	41.40
Dec'05	-	-	-	-	-	0	0.00	-	64	50	28	-	142	49.82
Jan'06	24	16	55	19	21	135	42.45	-	-	-	-	-	0	0.00
Feb'06	23	18	-	19	-	60	18.87	-	61	49	26	18	154	54.04
Mar'06	40	18	53	18	-	129	40.57	-	-	-	-	-	0	0.00
Average for 2005-06	25	26	39	17	18	125		1	14	28	7	4	55
	305	316	462	198	214	1495		10	173	339	81	51	654
	36.3%	23.9%	59.2%	51.6%	43.5%	39.2%		1.7%	22.2%	56.5%	13.2%	6.0%	19.1%

SPDCL
Name of the Circle (Total Number of FoCs)
Month	GNT (79)	NLR (71)	OGL (63)	TPT (94)	VJA (73)	KDP (64)	Total (444)	% FoCs covered
Apr'05		-	-	-	-	-	-	-
May'05	-	-	-	-	-	-	-	-
Jun'05	-	-	-	-	-	-	-	-
Jul'05	-	-	-	-	-	-	-	-
Aug'05	-	-	-	-	-	-	-	-
Sept'05	-	-	-	-	-	-	-	-
Oct'05	-	-	-	-	-	-	-	-
Nov'05	-	-	-	-	-	-	-	-
Dec'05	-	-	-	-	-	-	-	-
Jan'06	38	26	44	63	52	-	223	50.23
Feb'06	-	-	-	-	-	-	0	0.00
Mar'06	26	35	44	61	55	-	221	49.77
Average for 2005-06	5	5	7	10	9	0	37
	64	61	88	124	107	0	444
	6.8%	7.9%	10.3%	16.4%	9.5%	0.0%	8.3%

As against the total number of 1514 FoCs in the four DISCOms; the data for FoCs furnished by the DISCOMs

month-wise are as follows:

Month	CPDCL	EPDCL	NPDCL	SPDCL	Total	FoCs covered in percentage
Month	(Total-467)	(Total-318)	(Total-285)	(Total-444)	(Total-1514)	FoCs covered in percentage
Apr'05	236	182	16	-	434	28.67%
May'05	225	147	16	-	388	25.63%
Jun'05	213	184	16	-	413	27.28%
Jul'05	192	0	48	-	240	15.85%
Aug'05	189	211	48	-	448	29.59%
Sept'05	151	203	48	-	402	26.55%
Oct'05	16	196	48	-	260	17.17%
Nov'05	138	48	118	-	304	20.08%
Dec'05	-	-	142	-	142	9.38%
Jan'06	250	135	0	223	608	40.16%
Feb'06	69	60	154	0	283	18.69%
Mar'06	236	129	0	221	586	38.71%
Average of 2005-06	160	125	55	37	376
Average of 2005-06	34.2%	39.2%	19.1%	8.3%	24.8%

Maximum of 40.16% FoCs covered in the month of Jan’06 and a minimum of 9.38% FoCs covered in the month of Dec’05, across all the DISCOMs.

5. Level of Rectification: Discom-wise number of complaints received and rectified within the specified time-frame are as follows:

DISCOM	Number of Complaints received during the year	Complaints rectified within the specified time-frame	Percentage rectified
CPDCL	402203	389921	96.95%
EPDCL	254685	241343	94.76%
NPDCL	79270	78948	99.59%
SPDCL	62028	60477	97.50%

6. Maximum and Minimum Number of Complaints received

DISCOM	Maximum Complaints received		Minimum Complaints received
DISCOM	Month	No. of Complaints	Month	No. of Complaints
CPDCL	July (For 192 FoCs)	67976	Feb (For 69 FoCs)	18196
EPDCL	Oct (For 196 FoCs)	43682	Feb (For 60 FoCs)	7165
NPDCL	Oct (For 48 FoCs)	12042	Dec (For 142 FoCs)	7934
SPDCL	Only 2 months data available for January and March

7. 100% Rectification: For the following number of FoCs it is reported 100% rectification of Complaints within the specified time frame:

DISCOM	100% rectification	Remarks
CPDCL	146	These are the number of FoCs reported 100% compliance in all the months in which they appear. Ex: Agali FoC in Anantapur circle reported 100% compliance in April’06 to Sept’06. Amberpet FoC in Hyderabad Central Circle reported 100% compliance in April’06 to Oct’06 and March’07.
EPDCL	212
NPDCL	178
SPDCL	207
Total	743

8. The above Analysis reveals the following features:

(a) Regulatory

(i) Three DISCOMs have failed to achieve the specified overall standard of 99% as per the reports received. The achievement by NPDCL is not credible as the percentage of FoCs covered is only 19%, very meager.

(ii) Details of compensation paid in respect of cases attended beyond time frame should have been given as supporting information as required in the Regulation, even if it is not incorporated in the formats.

(b) Organizational:

(i) The CPDCL and EPDCL are ahead in sending reports while the SPDCL and NPDCL are way backward.

(ii) RR/ South has only 17 FoCs as against 39 Section Offices – quite inadequate.

(iii) The poor coverage is attributable to

(a) Non-availability of records especially in Rural areas, and

(b) Transition to electronic form under the new RIMS project.

(iv) The coverage expected to improve in 2006-07 with improved data transition and to the stream-lining of the data transmission under RIMS.

SECRETARY