The Central Electricity Authority (CEA) has chalked out
a major task before power utilities. Now they will have
to submit a monthly customers satisfaction reliability
index. CEA has also directed that a customer complaint
cell will have to be set up by every utility, which will
be further linked up online with CEAs office in
a letter to all state electricity boards and power utilities,
CEA chairman HL Bajaj has said the key thrust of the power
utilities should be commercial viability, which makes
it very important to know and improve the faith of the
consumers on these utilities.
in order to gauge the customer satisfaction in terms of
reliability of the supply of power, taking into consideration
the extent of outages and the number of interruptions
occurring in the system, CEA has ordered all utilities
to present a customer index every month.
index will be calculated on the basis of the percentage
of the difference between the number of expected consumer
hours and the number of consumer hours lost in comparison
with the number of expected consumer hours. The number
of expected consumer hours will be 24 multiplied by the
number of days in a month and the total number of consumers.
The number of consumer hours lost will be equal to the
summation of the number of consumers affected, multiplied
by the corresponding leakage in hours.
a state capital, the index may be calculated on a monthly
basis commencing from July 2002. For the major towns with
a population of more than 1 million, the index may be
calculated also on a monthly basis wherein all the major
towns will be covered by December 2002. For all the district
headquarters, a monthly index for all the towns will have
to be submitted by March 2003. The chief engineer (DP&D),
CEA, will act as the nodal officer for this activity.
union power ministry has also ordered a management information
system to ensure an effective flow of information and
quick decision-making. A customer complaint cell in all
the towns above a certain population level will be established
and will be connected to CEA so that a regular feedback
is available. The ministry has also requested all state
electricity boards to set up the cells within the next