process flow for consumer requests

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3. Consumer Requests

a) Billing Relatedb) Meter Relatedc) Other customer services.

Process Flow for Consumer RequestsAn existing Consumers having any problem with related to Meter, Billing orany other complaints, the consumer can prefer to register a complaint underthis head

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3 a .Billing Related Complaints:

21) Wrong data on bill:

Description: For this service the consumer to change that the concerned electricity bill is in correct i.eunits ,readings ,charges.

Requirements: 1. Request letter2. Aadhar Card3. Electricity Bill4. Application Form

Charges: Service charge only

22) Wrong entry on bill payment:

Description: For this service the consumer to correct that the concerned electricity bill payment was wronglyentered .


Charges: Service charge only (Rs.35/-)

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23) ACD/SC/BB/Arrears disputes:

Description: For this services

Back Billing, Additional Consumption Deposit,Short fall charges: A back-bill is a ‘catch-up’ bill sent to you by yourelectricity supplier when you haven’t been correctly charged for your energy use, for 12 months or more.

The department has been charging ACD - a refundable security charge - from customers by asking them to payan amount equal to their electricity bill for two months, which is calculated after taking out the monthly average of theirconsumption for a year.


Charges: Service charge only (Rs.35/-)

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Work Flow Process:

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Bill related complaints Receipts

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3 b. Meter Related Complaints:

24) Meter burnt: If meter is burnt

Requirements : 1. Request letter2. Aadhar card3. Electricity bill

Meter burnt Charges : Single Phase : 920/- Three Phase : 2370/- + service Charges. (Rs.35/-) LTTVR : 7620/-25) Meter running fast/Creeping:

Requirements : 1 . Request letter 2. Aadhar card 3. Electricity bill Charges: service charges + testing fee : Single phase 200/- Three Phase 500/- + service charges (Rs.35/-) LTTVR 2500/-

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27) Net Metering : this service is for solar roof tops .

Requirements :

1.Application form

2.Request letter

3. Aadhar card

4.Electricity bill

charges: application fee 25/- +Service Charges (Rs.35/-)

Remaining Meter related Complaints:

S.No Complaints Requirements Charges

26 Meter Struck up 1.Request letter

2.Electricity Bill

3.Aadaar Card

Service Charges only

28 Meter running slow/slugging

29 Meter Damage

30 No seal/seal cut

31 Meter seal cut

32 Meter lost

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Work Flow Process

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Meter Related Complainants Payment Receipts

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3. c. Other Customer Services

33) Shifting of the service with in the same premises

34) Temporary supply below 10 days

35) Pole Shift

36) Line shift

37) Termination /permanent dismantle

38) Address correction

39) Requirements of additional poles

40) DTR Shift

41) Shifting of the service with Different premises

42) 24hrs supply

43) Clubbing of services

44) Distribution Transformer Failure

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3 c. Other customer services :33) Shifting of service with in the same premises:

Description: To shift the meter in the same location.Requirements: 1.Electricity bill

2. Request letter3. Aadhar card4.Application form

Charges: Rs.125/- +Service charges (Rs.35/-)

34) Temporary supply below 10days:Description: This service is only for temporary purpose like exhibitions, festivals, functions.Requirements: 1.Request letter

2.Indeminity Bond(Rs.100/-) 3.Aadhar Card

Charges: Statutory Charges + Service Charges (Rs.35/-)

35) Pole Shifting:Description: To shift the pole from one place to other placeRequirements: 1.Electricity bill

2. Request letter3. Aadhar card4.Application form5. Declaration form in Indemnity Bond(Rs.100/-)

Charges: Service charges only (Rs.35/-)

36) Line Shifting:Description: To shift the line from one place to other placeRequirements: 1.Electricity bill

2. Request letter3. Aadhar card4.Application form5. Declaration form in Indemnity Bond(Rs.100/-)


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37) Termination /permanent dismantle:

Description: I f the consumer opts for termination or permanent dismantlement

Requirements: 1. Request Letter 2.Electricity bill 3. Aadhar card 4. Ownership proof

Charges: Service Charges only. (Rs.35/-)

38) Address Correction: Description: If any corrections in electricity bill like door no, place,name spelling these are comes under addresscorrection.

Requirements:1.Request letter2. proof of ownership/tax receipt3. Electricity bill4. Aadhar card

Charges: Service charges only. (Rs.35/-)

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39) Requirements of Additional poles: Description: To get this service for non sufficient of poles for their premises/street lights .

Requirements:

1. Electricity bill

2. Request letter

3. Aadhar card

4. Application form

5. Declaration form in Indemnity Bond(Rs.100/-)

Charges: Service charges only. (Rs.35/-)

40) DTR Shifting:

Description: To shift the DTR from one place to other place

Requirements: 1.Electricity bill

2. Request letter

3. Aadhar card

4. Application form

5. Declaration form in Indemnity Bond(Rs.100/-)


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41) Shifting of service with other same premises:

Description: To shift the meter from one location to other location .Requirements: 1. Electricity bill

2. Request letter3. Aadhar card4. Application form5. House tax


42) 24 hrs. Supply:

Description: For this service Industry/Agriculture/Fish tanks .Requirements: 1. Electricity bill

2. Request letter3. Aadhar card4. Application form5. Declaration form in Indemnity Bond(Rs.100/-)


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44) DTR Failure:

Description: Any Consumer can approach Mee-seva to register if the Transformer Fails

Requirements: 1. Electricity bill2. Request letter3. Aadhar card4. Application form5. Declaration form in Indemnity Bond(Rs.100/-)

Charges: Service charges (Rs.35/-)

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43) Clubbing of Services:Description: To get this service consumer having two services in a portion of same premises/the departmentauthorities inspect and issue a notice to the consumer having two services in a portion for same purpose.

Requirements: 1. Electricity bill2. Request letter3. Aadhar card4. Application form


Work Flow Process

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Informant Details Screen

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Show Payment Section

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Other Customer Service Complaints Payment Receipts

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4) 44. Category Change

An existing consumer who want to change his service category can register under this head

Description: For this service the consumer to change the category from I to II & II to I as they required.Requirements:

1. Signed application form2. Request letter

3. latest electricity bill with payment receipt4. Aadhar card

Charges: in case of(a) Cat II to I collect only application fee 25/-+ service charges (Rs.35/-)(b) Cat I to Cat II Difference SD charges collected as the system shown

Process Flow:

EPDCL Department

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Category Change Application Service Selection

Category Change Request Application Home Screen

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Category Change Request Application Request Screen

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Category Change Application Request Screen

Request Consumer Details Selection Screen

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Address for Communication and Informant Details Screen

Upload Documents List

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Show Payment Section

Payment Confirmation Section

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Receipt

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5) Name ChangeAn existing consumer who want to change the Name of his service can register under this head(generally this will be required when a consumer purchases a property with Electric serviceconnection, or while transferring property from parents to children etc)

46) NAME CHANGE:

Description: This service provides o citizen to change the name from old name to new name for the existing service connection.

Requirements:1.Signed application2. Sale deed3.Latest Municipal tax receipt4. Link document5. Title transfer form with notary6. Indemnity Bond(Rs.100/-)7. latest Electricity bill and receipt8.Aadhar card

For agriculture service: 1.signed application2.sale deed3. pattadhar pass book4. MRO certificate( in case service no not mentioned in sale deed)5. ERO no due certificate

remaining requirements 4 to 8 as above mentioned

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PROCESS FLOW

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Discom selection in Name Change request screen

Name Change request screen

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Service Details in request screen

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Location of Premises details in request Screen

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Informant details in request Screen

Upload Documents in the request Screen

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Show payment section

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Payment Confirmation section

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Name Change Service Receipt

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6) Repayment Service

Any service rejected with a reasons like Wrong category applied then difference amounts /estimationamounts/Meter Running fast Challenging fee/Temporary Supply can be done in this service.

Other activities in Mee-seva• NSC repayments• PROCESS FLOW

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Repayment Service Selection

Repayment Service Request Application Home Screen

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Repayment Service Request Application Request screen

Repayment Service Application Request Screen