ANNEXURE I OF ORDER NO: 2 OF 2007
STANDARD OF PERFORMANCE
COMPLIANCE REPORT
QUARTER : October 19 TO December 19
PREPARED BY : "Torrent Power Limited,
Ahmedabad/ Gandhinagar & Surat License
Area"SUBMITTED TO : GUJARAT ELECTRICITY REGULATORY
COMMISSION
FH NFH FH FA NFH FH NFH FH FA NFH
Ahmedabad License Area - - 3 2 1 1 - 21 12 10
Torrent Power Limited
Quarter : Q3 - October-December
Year : 2019-20
Performa SoP 001: Fatal and Non-fatal accident report
FH-Fatal human, NFH-Non fatal human, FA-Fatal Animal
Name of Area/Circle
Number of Accident in the Quarter
Departmental Out side
Cummulative since
the first quarter of
the FY
(Departmental)
Cummulative since the first
quarter of the FY (Out side)
(Outside)
FH NFH FH FA NFH FH NFH FH FA NFH
Surat License Area - - 3 - 2 - - 8 1 9
Torrent Power Limited
Quarter : Q3 - October - December
Year : 2019-20
FH-Fatal human, NFH-Non fatal human, FA-Fatal Animal
Performa SoP 001: Fatal and Non-fatal accident report
Name of Area/Circle
Number of Accident in the Quarter
Departmental Out side
Cummulative since
the first quarter of
the FY
(Departmental)
Cummulative since the first
quarter of the FY
(Outside)
Within 50%
of stipulated
time
Within
stipulated
time
Up to double
the stipulated
time
More than
double the
stipulated
time
Total
2 3 4 5 6 7 8 9 = total 5 to 8 10 = (4-9)
Ahmedabad License Area -
A(i) Interruption in Power Supply due to loose
connections from pole - Fuse blown complaints 2 5,871 5,873 5,859 12 - 5,871 2
A(ii) Interruption in Power Supply due to line
breakdown 63 19,568 19,631 19,590 8 - - 19,598 33
A(iii) Interruption in Power Supply due to failure of
transformer 1 14 15 14 - - - 14 1
A(iV) Interruption in power supply due to
shutdowns/load shedding 25 12,669 12,694 12,673 - - - 12,673 21
B(i) Quality of Supply Complaints which require no
Augmentation - 20 20 20 - - - 20 -
B(ii) Quality of Supply complaints requiring
Augmentation of HT/EHT network - 25 25 25 - - - 25 -
C(i) Meters - Stopped/Defective meters 153 6,929 7,082 7,027 - - - 7,027 55
C(ii) Meters - Billing on average basis for more than
two bills - 1 1 1 - - - 1 -
D(i) Overhead lines - Loose wires - - - - - - - - -
D(ii) Overhead lines - Inadequate ground clearance - - - - - - - - -
E(i) Bills - For current bills where no additional
information is required - - - - - - - - -
E(ii) Bills - For bills where additional information/site
visit is required 43 2,681 2,724 2,677 - - - 2,677 47
F(i) Service Connections - Where extension of mains
is not required - 1 1 1 - - - 1 -
F(ii) Service Connections - Where extension of mains
is required 2 5 7 7 - - - 7 -
F(iii) Service Connections - Modification in connected
load 108 - 108 46 - - - 46 62
F(iV) Service Connections - Name
Change/Reconnection 2 28 30 30 - - - 30 -
G Refund of amount in case of temporary
connection - - - - - - - - -
H Others 13 767 780 768 - - - 768 12
412 48,579 48,991 48,738 20 - - 48,758 233
1
Total
Torrent Power Limited
Quarter : Q3 - October - December
Year : 2019-20
Performa SoP 003B: Register For Compiling The Complaints Classificationwise
Classification
Pending
complaints of
previous
quarter
Complaints
received during the
quarter
Total
Complaints
No. of complaints redressed during the quarter
Balance
complaints to be
redressed
Within 50%
of stipulated
time
Within
stipulated
time
Up to double
the stipulated
time
More than
double the
stipulated
time
Total
2 3 4 5 6 7 8 9 = total 5
to 8 10 = (4-9)
Surat License Area
A(i) Interruption in Power Supply due to loose
connections from pole - Fuse blown complaints - 515 515 515 - - - 515 -
A(ii) Interruption in Power Supply due to line
breakdown - 1,904 1,904 1,903 1 - - 1,904 -
A(iii) Interruption in Power Supply due to failure of
transformer - - - - - - - -
A(iV) Interruption in power supply due to
shutdowns/load shedding - 1,216 1,216 1,216 - - - 1,216 -
B(i) Quality of Supply Complaints which require no
Augmentation - - - - - - - - -
B(ii) Quality of Supply complaints requiring
Augmentation of HT/EHT network - - - - - - - - -
C(i) Meters - Stopped/Defective meters 3 1,332 1,335 1,332 - - - 1,332 3
C(ii) Meters - Billing on average basis for more than
two bills - - - - - - - - -
D(i) Overhead lines - Loose wires - - - - - - - - -
D(ii) Overhead lines - Inadequate ground clearance - - - - - - - - -
E(i) Bills - For current bills where no additional
information is required - - - - - - - - -
E(ii) Bills - For bills where additional information/site
visit is required 1 529 530 529 - - - 529 1
F(i) Service Connections - Where extension of mains
is not required - 15 15 14 1 - - 15 -
F(ii) Service Connections - Where extension of mains
is required - 5 5 5 - - - 5 -
F(iii) Service Connections - Modification in connected
load - - - - - - - -
F(iV) Service Connections - Name
Change/Reconnection - 18 18 18 - - - 18 -
G Refund of amount in case of temporary
connection - - - - - - - - -
H Others - 71 71 71 - - - 71 -
4 5,605 5,609 5,603 2 - - 5,605 4 Total
Classification
Pending
complaints of
previous
quarter
Complaints
received during the
quarter
1
Total
Complaints
No. of complaints redressed during the quarter
Torrent Power Limited
Quarter : Q3 - October - December
Year : 2019-20
Performa SoP 003B: Register For Compiling The Complaints Classificationwise
Balance
complaints to
be redressed
Sr. No.
Actions or steps carried out by distribution licensee towards
public awareness in the quarter
Likely number of consumers
influenced Details about media
Website
Bill Glossary
New Tariff
Consumption Calculator
Procedural Guidance
Payment Options
Contact details
Call Center details and numbers
Our Zonal Offices address
Torrent Power Mobile Links concept and details
Form Downloads (important application forms)
FAQ's
Consumer Charter
Online Bill Payment (how to pay and related forms)
Energy Conservation tips
Safety Tips
Electricity Supply Code (copy of the code)
Shutdown / Planned shutdown announcements and schedule
Ahmedabad License Area
Information boards
Grievance redressal options (Internal / consumer redresal forum) 20 Lac Approx (across 6
locations)
Information boards for substation requirement 4 Lac (across 6 locations)
SD and SLC Information Board 4 Lac (across 6 locations)
Form Filling Assistance Board at NZO 2.0 Lac Approx
Form Filling Assistance Board at CZO 2.0 Lac Approx
Form Filling Assistance Board at AZO 1.5 Lac Approx
Form Filling Assistance Board at GZO 0.25 Lac Approx
Form Filling Assistance Board at SNN 0.5 Lac Approx
Form Filling Assistance Board at Naroda 0.5 Lac Approx
Online Bill Payment Board 4.5 Lac (across 3 locations)
ATM Drop box Payment Option Board 4.5 Lac (across 3 locations)
Launch of new customer portal 4.5 Lac (across 3 locations)
Information booklets / flyers/ Letters/Hoardings etc
Power Alert Service Flyer 5.4 Lac
Energy Conservation Flyer 0
Electrical Safety Flyer 0.25 Lac
Power Factor Improvement Flyer 0
Information related to web portal on flyers / tent cards / posters /
visitng cards / danglers / hoardings / banners etc
4.5 lacs (across 3 locations) and
overall publicity at 30 locations
across A'bad
Bills
Front Side: 1. Easy Pay Outlets (For the area of each group)
2. Mobile App Launch 10 LPM
Back Side: 1. New Tariff Structure 2.Mobile App Launch Ad 3.
CGRF Details 4. 24X7 Helpline Number 5. Feedback and
Suggestions
10 LPM
Power Alert ServiceSMS related to Billing 10651702
5 SMS
2 Information Boards
3Information Booklets and Flyers ,
outdoor media etc
4 Backside of the bill
Torrent Power Limited
Quarter : Q3 - October - December
Year : 2019-20
Performa SoP 004: Publicity carried out
1 2002376 sessions to website
Web Site www.torrentpower.com &
portal
https://connect.torrentpower.com
Sr. No.
Actions or steps carried out by distribution licensee towards public awareness in the
quarter
Likely number of consumers
influenced Details about media
Website
Bill Glossary
New Tariff
Consumption Calculator
Procedural Guidance
Payment Options
Contact details
Call Center details and numbers
Our Zonal Offices address
Torrent Power Mobile Links concept and details
Form Downloads (important application forms)
FAQ's
Consumer Charter
Online Bill Payment (how to pay and related forms)
Energy Conservation tips
Safety Tips
Electricity Supply Code (copy of the code)
Shutdown / Planned shutdown announcements and schedule
Surat License Area
Information Boards
Grievance Redressal Options (Internal Redressal committee/ Consumer Redressal
Forum), In the Interest of Consumers by GERC & Application Processing ChargesConsumer at large Boards at consumer centres
Sample form for new application/Tariff/Call Centre Services / Safety Tips / Conservation
Tips/Precautions /Portal Connect Info/Theft deterrence etc.Consumer at large Boards at consumer centres
Information booklets/ Flyers/Letters
Helpline number,Portal & Mobile App Connect Information,Safety tips ,Energy
conservation,Energy calculator,Tariff, Office Addresses,Payment Option,Online Payment
Services, Reactive Power Management,Consumer Charter,GST information etc.
5176 Pamphlets & Booklets
Booklet (GERC Regulations & Application Processing Charges) 10 Booklet
4 News Paper: Diwali Safety tips and Aapne dware programme details Consumers at large News Paper
5
Service Camp - Torrent Power Aapne Dware (Door step service to customer). Information
on New Connection, Extension, Reduction, Reconnection, Bill & Meter. Receiving
application for Name Transfer & load extension. Awareness on company services,Safety,
Conservation, Consumer Grievance Redressal forum, Importance of Name transfer, New
Portal Connect Information, etc.
149482 Conducted 6 programmes
Bills
Front side : Portal & Mobile App Communication ,Energy Savings Tips 6.19 lakh / month
Back side : Kite Flying Safety tips, Mobile App info,Call Centre Info, Tariff, Energy payment
option, Redressal forum & Ombudsman details 6.19 lakh / month
7SMS - Application, Billing , Meter , Safety Messages on Diwali Utsav, Energy Conservation &
other services 3822802 SMS
8
Bill Envelopes to HT-LTMD customers
( Capacitor importance to maintain power factor, Energy Conservation & Safety tips on Kite
Flying)
2600 Consumer/Month Bill Envelopes
9 Safety & Energy Conservation Awareness Programme at schools & colleges 709 Power Point Presentation
10 Radio
Diwali Safety Tips, Customer Portal & Mobile App Awareness on six radio station for four
daysConsumers at large Radio
11 Banners-Energy Conservation Consumers at large Company Vehicles
12 Customer Meet - Awareness on Company Services, Safety, Conservation, Etc. 82 consumers
Power Factor Awareness Programme
Personal Visit to LTMD & LT Consumers 126 Consumers Personal Interaction
Programmes with Industrial Consumers 3 Programmes / 35 Consumer Group Discussion
13
Torrent Power Limited
Quarter : Q3 - October - December
Year : 2019-20
Performa SoP 004: Publicity carried out
6
2
1 2002376 sessions to website
Web Site www.torrentpower.com
& portal
https://connect.torrentpower.com
Energy Bill
3
Ahmedabad License Area
A 1st Month of the Quarter 09/10/2019, 16/10/2019, 23/10/2019 10 NIL
B 2nd Month of the Quarter 19/11/2019, 26/11/2019 5 NIL
C 3rd Month of the Quarter 24/12/2019, 31/12/2019 6 NIL
Torrent Power Limited
Quarter : Q3 - October - December
Year : 2019-20
Performa SoP 005B: Action taken reported by the Redressal Committee
No. of complaints
pending at the end of the
meeting.
Sr.
No.
No. of complaints
registerd at the meetingDate and Time of Meeting conducted*Month
Surat License Area
A 1st Month of the Quarter 10-10-2019, 21-10-2019 Nil Nil
B 2nd Month of the Quarter 11-11-2019, 20-11-2019 Nil Nil
C 3rd Month of the Quarter 10-12-2019, 20-12-2019 2 Nil
* Time - 03:00 PM to 05:00 PM
20.10.19 & 10.11.19 were Sunday hence meeting held on 21.10.19 & 11.11.19
Date and Time of Meeting conducted*Month
Torrent Power Limited
Quarter : Q3 - October - December
Year : 2019-20
Performa SoP 005B: Action taken reported by the Redressal Committee
No. of complaints
pending at the end of the
meeting.
Sr.
No.
No. of complaints
registerd at the meeting
No. of existing Distribution
Transformer at the start of
the quarter
No. of Distribution
Transformers added
during the quarter
Total number of
Distribution
Transformers
Number of
Distribution
Transformers
failed
% Failure rate of
Distribution Transformer
A B C = A+B D H = (D) * 100/C
Ahmedabad License Area 8,635 64 8,699 12 0.14%
Torrent Power Limited
Quarter : Q3 - October - December
Year : 2019-20
Performa SoP 006: Failure of Distribution Transformer
No. of existing Distribution
Transformer at the start of
the quarter
No. of Distribution
Transformers added
during the quarter
Total number of
Distribution
Transformers
Number of
Distribution
Transformers
failed
% Failure rate of
Distribution Transformer
A B C = A+B D H = (D) * 100/C
Surat License Area 2,594 23 2,617 - 0.00%
Torrent Power Limited
Quarter : Q3 - October - December
Year : 2019-20
Performa SoP 006: Failure of Distribution Transformer
No. of existing Power
Transformer at the start
of the quarter
No. of Power
Transformers added
during the quarter
Total number of
Power
Transformers
Number of Power
Transformers
failed
% Failure rate of Power
Transformer
A B C = A+B D H = (D) * 100/C
Ahmedabad License Area 189 2 191 - 0.00%
Torrent Power Limited
Quarter : Q3 - October - December
Year : 2019-20
Performa SoP 007: Failure of Power Transformer
No. of existing Power
Transformer at the start
of the quarter
No. of Power
Transformers
added during the
quarter
Total number of
Power
Transformers
Number of Power
Transformers
failed
% Failure rate of Power
Transformer
A B C = A+B D H = (D) * 100/C
Surat License Area 65 - 65 - -
Torrent Power Limited
Quarter : Q3 - October - December
Year : 2019-20
Performa SoP 007: Failure of Power Transformer
Sr. No. Month
Ni-Total no of
customers for
each sustained
interruptions
Nt-Total no of
customers
served
CI= ∑ni SAIFI=CI/Nt (Nos.)
(1) (2) (3) (4) (5)=Total of (3) (6)=(5)/(4)
Ahmedabad License Area
1 Oct-19 1,97,067 19,63,341 2,10,155 0.107
2 Nov-19 1,96,286 19,64,757 2,30,392 0.117
3 Dec-19 2,17,890 19,67,934 2,43,284 0.124
Torrent Power Limited
Quarter : Q3 - October - December
Year : 2019-20
Performa SoP 011A: System Average Interruption Frequency Index (SAIFI)
Sr. No. Month
Ni-Total no of customers
for each sustained
interruptions
Nt-Total no of
customers
served
CI= ∑niSAIFI=CI/Nt
(Nos.)
(1) (2) (3) (4) (5)=Total of (3) (6)=(5)/(4)
Surat License Area
1 Oct-19 17,136 6,19,110 17,136 0.028
2 Nov-19 12,965 6,19,167 12,965 0.021
3 Dec-19 4,973 6,17,385 4,973 0.008
Torrent Power Limited
Quarter : Q3 - October - December
Year : 2019-20
Performa SoP 011A: System Average Interruption Frequency Index (SAIFI)
Sr. No. Month
ri=Restoration
Time for each
interruption event
Ni-no of
interrupted
customers for
each sustained
interruption event
ri*Ni- Total
customer
interruption
Duration
(Cust-Hrs.)
Nt-Total no of
customers
served
Customer
Interruption
Duration.
CMI = ∑riNi
(Cust-Hrs.)
SAIDI=CMI/Nt
(HH:MM)
(1) (2) (3) (4) (5) = (3) * (4) (6) (7) = Total of (5) (8) = (7)/(6)
Ahmedabad License Area
1 Oct-19 0:37 1,97,067 19,63,341 1,11,108 00:03
2 Nov-19 0:34 1,96,286 19,64,757 1,42,022 00:04
3 Dec-19 0:37 2,17,890 19,67,934 1,28,900 00:04
Torrent Power Limited
Performa SoP 011B: System Average Interruption Duration Index (SAIDI)
Quarter : Q3 - October - December
Year : 2019-20
Sr. No. Month
ri=Restoration
Time for each
interruption event
Ni-no of
interrupted
customers for
each sustained
interruption event
ri*Ni- Total
customer
interruption
Duration
(Cust-Hrs.)
Nt-Total no of
customers
served
Customer
Interruption
Duration.
CMI = ∑riNi
(Cust-Hrs.)
SAIDI = CMI/Nt
(8) = (7)/(6)
(1) (2) (3) (4) (5) = (3) * (4) (6) (7) = Total of (5) (8) = (7)/(6)
Surat License Area
1 Oct-19 00:44 17,136 6,19,110 12,716 00:01
2 Nov-19 00:26 12,965 6,19,167 4,489 00:01
3 Dec-19 00:21 4,973 6,17,385 1,933 00:01
Torrent Power Limited
Quarter : Q3 - October - December
Year : 2019-20
Performa SoP 011B: System Average Interruption Duration Index (SAIDI)
Sr. No. Month
Number of
Momentary
interruptions
IMi
Nmi-Total no of
customers for
each momentary
interruptions
Imi*Nmi
Number of
customer
Momentary
interruptions
Nt-Total no of
customers
served
∑IMiNmiMAIFI = ∑IMiNmi
Nt
(1) (2) (3) (4) (5) = (3) * (4) (6) (7) = Total of (5) (8)= (7)/ (6)
Ahmedabad License Area
1 Oct-19 1 1,266 19,63,341 1,266 0.001
2 Nov-19 2 2,141 19,64,757 2,141 0.001
3 Dec-19 2 1,980 19,67,934 1,980 0.001
Torrent Power Limited
Performa SoP 011C: Momemtary Average Interruption Frequency Index (MAIFI)
Quarter : Q3 - October - December
Year : 2019-20
Sr. No. Month
Number of
Momentary
interruptions
IMi
Nmi-Total no of
customers for
each momentary
interruptions
Imi*Nmi
Number of
customer
Momentary
interruptions
Nt-Total no of
customers
served
∑IMiNmiMAIFI = ∑IMiNmi
Nt
(1) (2) (3) (4) (5) = (3) * (4) (6) (7) = Total of
(5)(8)= (7)/ (6)
Surat License Area
1 Oct-19 - - - 6,19,110 - -
2 Nov-19 - - - 6,19,167 - -
3 Dec-19 - - - 6,17,385 - -
Torrent Power Limited
Performa SoP 011C: Momemtary Average Interruption Frequency Index (MAIFI)
Quarter : Q3 - October - December
Year : 2019-20
Consumer
Category
No. of faulty
meters at the
start of the
quarter
(1)
No. of faulty
meters added
during the quarter
(2)
Total number of
defective/faulty
meter
(3) = (2) + (1)
No. of faulty
meters
repaired and
replaced
(4)
No. of faulty
meters pending
at the end of
quarter
(5) = (3)-(4)Ahmedabad License Area
Single Phase - 7,476 7,476 7,476 - Three Phase - 1,800 1,800 1,800 -
The details of the old age meter replacement under MMR are as follows
Single Phase 996
Three Phase 646
Note : The above includes defective meter replacements done at consumer premises
Torrent Power Limited
Quarter : Q3 - October - December
Year : 2019-20
Performa SoP 013: Meter Faults
Remarks
Consumer
Category
No. of faulty
meters at the
start of the
quarter
(1)
No. of faulty
meters added
during the quarter
(2)
Total number of
defective/faulty
meter
(3) = (2) + (1)
No. of faulty
meters
repaired and
replaced
(4)
No. of faulty
meters pending
at the end of
quarter
(5) = (3)-(4)Surat License Area
Single Phase 48 2,296 2,344 2,309 35 Three Phase 13 664 677 665 12
Torrent Power Limited
Quarter : Q3 - October - December
Year : 2019-20
Performa SoP 013: Meter Faults
Sr.no. Event Compensation
No. of cases
where
compensation
was given (in
numbers)
Amt of
compensation paid
in (Rs)
Ahmedabad License Area
1 Duty to provide supply - -
2 a) New Connection - -
3 b) Additional Load - -
4 c) Temporary supply - -
5 d) Shifting service connection - -
6 e) Transfer of service connection - -
7f) Change in Tariff category of
consumer- -
8 Complaints in billing Rs 50 for non reply within the period
prescribed in regulation- -
9 Replacement of meters
LT- Rs.25 per day of delay- maximum of Rs.
2,500 and HT- Rs. 250 per day of delay-
maximum of Rs. 5,000
- -
10 Interruption of supply
LT-Rs 25 for every 6hrs of delay- maximum
of Rs.500 and HT -Rs.50 for every 6 hrs
delay maximum Rs. 1000/-
- -
11 Voltage fluctuations and complaintsRs. 50 for failure to visit or convey findings
within the stipulated period- -
12 Responding to consumer's complaintsRs. 25 for each day of delay maximum
Rs.500- -
13 Grievance Handling Rs.25 for failure in handling grievance. - -
Rs. 50 per day of delay from the limit
specified in the performance regulations
TOTAL
Torrent Power Limited
Quarter : Q3 - October - December
Year : 2019-20
Performa SoP 16: Compensation Details
Sr.no. Event Compensation
No. of cases
where
compensation
was given (in
numbers)
Amt of
compensation paid
in (Rs)
Surat License Area
1 Duty to provide supply - -
2 a) New Connection - -
3 b) Additional Load - -
4 c) Temporary supply - -
5 d) Shifting service connection - -
6 e) Transfer of service connection - -
7f) Change in Tariff category of
consumer- -
8 Complaints in billing Rs 50 for non reply within the period
prescribed in regulation- -
9 Replacement of meters
LT- Rs.25 per day of delay- maximum of Rs.
2,500 and HT- Rs. 250 per day of delay-
maximum of Rs. 5,000
- -
10 Interruption of supply
LT-Rs 25 for every 6hrs of delay- maximum
of Rs.500 and HT -Rs.50 for every 6 hrs
delay maximum Rs. 1000/-
- -
11 Voltage fluctuations and complaintsRs. 50 for failure to visit or convey findings
within the stipulated period- -
12 Responding to consumer's complaintsRs. 25 for each day of delay maximum
Rs.500- -
13 Grievance Handling Rs.25 for failure in handling grievance. - -
Rs. 50 per day of delay from the limit
specified in the performance regulations
TOTAL
Torrent Power Limited
Quarter : Q3 - October - December
Year : 2019-20
Performa SoP 16: Compensation Details