Report of Indian Institute of Public Administration ... - Ministry of Power

National Report (Vol.-II)
Study on ‘Impact of Restructuring of SEBs’
public participation in chosen areas of interface with DISCOMs, which would
surely go to increase the customer satisfaction levels, apart from resulting in
improved performance of the Utilities. Such initiatives should be encouraged
and appropriate incentives provided to sustain these efforts.
6.18 Citizens’ Charter
6.18.2 It is recommended that all restructured companies, especially the distribution
companies, should establish Citizens’ Charters in consultation with consumer
advocacy groups and civil society organisations expeditiously and display the
major components of the charters in all their offices and outlets prominently.
Nodal officers should be appointed to implement the charters and to monitor
the customer satisfaction level.
6.19 Universal Metering of Service Connections
6.19.3 It is recommended that the MoP and State Governments should give full
support to implement the Universal Metering Programme, to be completed
within a definite time period, in line with the provisions of section 55 of the
EA, 2003 which stipulate that metering should be done in respect of all
consumer connections (including agricultural). It should also be ensured that
after the meters have been installed, they are checked regularly and defective
meters are replaced. Further, minimum charges may be levied in case meters
are not found working, so as to compel the consumers to get them replaced
promptly. (The minimum charges may be higher than the average consumption
by the consumer, so that the consumers are discouraged from attempting to
damage and tamper with the meters).
6.20 State Government Initiatives and Support to Prevent Theft of Electricity
6.20.2 …….
(a) Suitable incentives may be devised for detecting and checking the cases of
theft of electricity as has been practiced in West Bengal, Tamil Nadu and
Gujarat.
(b) Strict vigilance measures should be adopted and special courts and special
police stations (wherever they have not been set up) should be established
to deal with the cases of electricity thefts.
6.20.5 State Governments should take a proactive role in preventing and eliminating
theft of electricity by giving full support to the DISCOMs. Such support should
include establishing the required number of special courts, making available
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