NEPRA APPROVED SERVICES MANUAL FOR ELECTRIC CONSUMER OF PAKISTAN

National Electric Power Regulatory Authority Consumer Service Manual

Consumer Service Manual 

It is high time that the masses understand and use the Consumer Service Manual. I shall make an effort to make this as easy as possible. The whole manual is divided in important topics and deal with the exact methods to be followed and the time frames in most cases as well. Being aware of the legal position of the consumers the dictatorial orders of Karachi Electric (KE) can be countered with the laws laid down in the manual which are laid down by NEPRA the regulating body under which Karachi Electric (KE) 
) and all other power producers and suppliers come. 

What is the legality of this manual?

     1.1 The Consumer Service Manual lays down the instructions in pursuance of Section 21 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 to ensure safe, and reliable supply of electric power.

Comment: it means that it is a binding legal document and the power company is bound by law to do exactly as written in it under all circumstances without fail.

To whom is it applicable?

  1.2 The Consumer Service Manual is applicable to all consumers served by the distribution licensee Karachi Electric (KE) including the Bulk Power Consumers (where applicable) and includes without limitation the following matters, namely:

   

(a) Form and manner of application be the consumer for obtaining electric service connection, along with details of any documents to be submitted in support of the application.
(b) Time frame for providing service connection to the consumer.
(c) Procedure and manner for installation of meters and other facilities for connection.
(d) The procedure and manner for billing, the time limit of payment of bills and procedure for collection of bills.
(e) Fees and charges for connection, installation of meters, other facilities for connection and reconnection.
(f) 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.
(g) Collection of arrears upon or following reconnection.
(h) Procedure for disconnection and the charges and penalties for illegal abstraction / theft of electric power or for use of electric power for purposes other than those specified in the application for reconnection and service.
(i) Requirement of safety and security.
(j) Efficient use of electric power including with reference to characteristics of supply or usage such as time of day, week or season.
(k) Procedure and the time frame for handling and redressal of different types of consumer complaints.

Comment: it gives all the possible avenues that a customer may have an issue with the power company and under all of the above issues clear and complete methods and time frames are given for the benefit of the end users of power.

When the meter is replaced what should the end user expect?

4.4 Meter Replacement

(a) In case of replacement of a meter, the consumer’s account shall not be liable to any adjustment on the basis of any discrepancy detected in the impugned metering equipment where the discrepancy is not attributable to any act or omission of the consumer.

For further reading about new meter installed by Karachi Electric (KE) are smart Meters and can be controlled by smart phones and devices to achieve the units corruption and to conceal their malpractices. please read about the smart meters 

Comment: this clearly means that the propaganda of the Karachi Electric (KE) with the end user being responsible for any slow running or any fault is not legally binding and is in clear violation of the rules of this manual in case of meter replacements for any reason.

What happens if the power company thinks meter is not running correctly?                        

4.4 (b) Should the Karachi Electric (KE) at any time, doubt the accuracy of any metering equipment, the Karachi Electric (KE) may after informing the consumer, install another duly calibrated and tested metering equipment (check metering equipment) in series with the impugned metering equipment to determine the difference in consumption or maximum demand recorded by the check metering equipment and that recorded by the impugned metering equipment during a fixed period. If on such comparative test being made the impugned metering equipment should prove to be in‐correct, the impugned metering equipment shall be removed from the premises with the written consent of the consumer, and the Karachi Electric (KE) in the absence of any interference or alteration in the mechanism of the impugned metering equipment being detected by the Karachi Energy (KE), shall install a “correct meter” without any further delay.

Comment: this means that the Karachi Electric (KE) can not take away any meter from the premises of the end user without his consent in writing even if that is slow. All they can do is to connect a new meter with this one to see if there is a difference in the two readings until it is proven to be not working correctly. Taking away meters on mere assumptions of slowness is not legal.

What is the procedure if there are no meters available?

4.4 (c) Where it is not possible for the Karachi Electric (KE) to install check metering equipment of appropriate capacity (due to non availability of such equipment or otherwise) in series with the impugned metering equipment, to check the accuracy of the impugned metering equipment as described above, the Karachi Electric (KE) shall, after informing (in writing) the consumer, test the accuracy of the impugned metering equipment at site by means of Rotary Substandard or digital power analyzer. If on such test being made, the impugned metering equipment should prove to be in‐correct, the impugned metering equipment shall be removed and immediately replaced with a correct meter. The impugned metering equipment shall be removed upon settlement / payment of assessed amount. In case if a correct meter is not available then the multiplying factor shall be charged accordingly till the replacement with correct meter.

Comment: Karachi Electric (KE) is bound by law to use a special testing metering equipment if they don’t have a meter that they can install. This can be done only after written information to the consumer. Also, Karachi Electric (KE) shall remove the slow or defective meter and replace with a correct meter. The meter can only be removed if the settlement is made for the assessed amount.

What happens if the end user is not satisfied with his meter?

4.4 (d) Where a consumer is not satisfied with the accuracy of the meter, he may inform the Karachi Electric (KE) of his desire for the said metering apparatus be checked at site in his presence. Upon receiving such a request, the 13 Karachi Electric (KE) will issue a demand notice as meter challenge fees for the checking of the said meter and will check the accuracy of the said meter within SEVEN working days from the date of receipt of payment of such challenge fees by installing a duly calibrated check meter in series with the impugned meter or in the absence of a check meter, through a Rotary Sub Standard or digital power analyzer accompanied by an engineer of the Karachi Electric (KE) metering and testing laboratory. If upon checking the meter is found to be recording beyond the permissible limits, the meter shall be changed immediately and due credit be given for excessive units charged by KE or LESCO , PEPCO w.e.f from the date of the request filed by the consumer.

Comments: protection is given to the end user that he may also ask for the checking of the meter that may be inspected on his premises and if found to be incorrect credit to be given to him. For this he has to pay a fees and also the time limit is seven days for the test to be done by the company.

What is the time cycle of the charging to the consumer due to defective meter?

4.4 (e) The charging of consumers on the basis of defective code, where the meter has become defective and is not recording the actual consumption will not be more than two billing cycles. 

The basis of charging will be 100% of the consumption recorded in the same month of previous year or average of the last 11 months which ever is higher .Only authorized employee of the utility will have the power to declare the meter defective. 

Comments: here it is clearly declared that only two months can be taken into account for any defective mode calculations for sending bills. It can also be the exact same month the previous year. This means that the practice of Karachi Energy (KE) of making the end users pay for previous months is totally illegal in case of defective meters. They can not charge arrears. They can send defective mode bills for a max of two previous billing cycles.

Karachi Electric Process to replace and billing for Burnt Electric Meters

If the meter is defective/burnt/damaged not due to consumer fault what are the consequences?

The cost of the new meter to be borne by the Karachi Energy (KE). Max of two billing cycles can be charged for defective code of charging. No previous arrears can be charged.

Comment: this is totally against the practice of Karachi Energy (KE) where they take away the meter and bill consumers for several months and threaten to disconnect supplies. They can’t do this at all.

What if consumer is not satisfied with the result?

The consume can approach the Electrical inspector who will check the meter on the same premises for accuracy by means of a meter installed in series with the meter in question or by the rotary sub standard or digital power analyzer in presence of the Karachi Electric (KE) representative and informed in writing by the consumer to the Karachi Electric (KE) previously of approaching the electrical inspector based on which till such time the results are given by the electrical inspector the meter in question can not be taken away by the Karachi Electric (KE).

Comment: clear method given. Obligations and rights of the consumer mentioned. The desire of the consumer to be able to approach a higher authority for checking of meter if dissatisfied with the Karachi Electric (KE) results has been satisfied.

If the meter is slow due to age/other reasons not related to the illegal abstraction/stealing?

The cost of the new meter to be borne by Karachi Electric (KE). Same period of two months billing maximum can be charged by Karachi Electric (KE) in case of defective code of billing.

Comments: here is it clear that if the meter is slow due to any reason other than stealing or illegal abstraction by the consumer the consumer is not responsible for the losses and no previous charging on defective code.

What is the outcome of the status of the meter being burnt/damaged/defective due to consumer’s fault including overloading internal wiring defect?

The new meter is payable by the end user. The same limits are applicable of max of two months charging in case of defective code and no previous charging.

Comments: it is again clear that the consumer is protected from previous arrears under the defective code and only the meter should be replaced. That is it.

How many days are given to the consumers to pay their bills?

6.3 The due date shall be within 15 days of the issue date of the bill. Consumers will have seven clear days from the date of actual delivery of the bill for the purpose of payment.

Comment: clear days mean that there are no holidays in between and the date of the receivable is not included. This is quite helpful as Karachi has a lot of holidays and unexpected

shutdowns and immediately late payment surcharges are snapped on by the Karachi Electric (KE) at times.  

Can the Karachi Electric (KE) disconnect the supply under any petition or complain to authority?

8.1 (d) The power supply of a defaulting consumer can not be disconnected who has lodged a complaint against any wrong billing or any dispute relating to the payment of energy bill with Karachi Electric (KE), electrical inspector or NEPRA for which proper restraining orders will be issued. Karachi Energy (KE) can not disconnect supply in case the restraining order has been given by a court of law.

Comment: it is important to note this point and understand it. This is useful under extreme circumstances. One must know his rights and exercise them.

What is the responsibility of the consumer when the meter is outside his premises?

9.1 (c) Notes. In addition where the meters are outside the preemies the prime responsibility of the maintenance of the healthy state of the meter rests with the Karachi Electric (KE).

A consumer will not be charged if the meters wears out due to normal atmospheric effects or through some internal fault in a meter for which a consumer is not responsible. The normal course of action for such meters would be for the Karachi Electric (KE) to replace the meter with a healthy meter.

Consumer of Karachi Electric (KE) Must secure down their electric meter and, if your re residing in flat make sure your electric cable are not being tempered by any one or KE staff

If the Karachi Electric (KE) feels that the amount involved due top the slowness of the meter is of more than one billing cycle then they should install a new meter in series with the questioned meter and observe the readings and the difference charged to the consumer for a max of two billing cycles. This will not be a detection bill. 

Comments: the detection bills are not included in the case of defective meters and in case of finding the amount increasing over the billing cycle by Karachi Electric (KE) is restricted to two billing cycles and the consumer being made free of any obligation if the meter is outside his premises.

In case of theft what are the billing cycles that can be charged for different user groups? (Annexure VIII)

For registered consumers in case of bypassing metering apparatus: max of six months

For tampering of meters by registered consumers: max of three months

Comments: the details are self-explanatory. It clearly sets the limits on all illegal detection bills. Karachi Electric (KE) is bound by law to make bills in theses limits only.

What is the formula of detection bill in case of meter tampering?

Amount = Load*L.F.*730*RATE*3(months)

Load is the sanctioned load

L.F. is the load factor of that class of consumers

730 is the average number of hours in a month

Rate is the approved applicable rate of the class of consumers

Comment: with this formula the end users can even calculate the amounts in case of any dispute.

For further details, please call Helpline Trust office, Tel No. 35889643

To lodge a complain, please visit our web site: www.helplinetrust.org and fill up our Consumer Complaint Form and submit.

Helpline Trust – Your fiend in need – Your friend indeed.