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Electrical energy' is precious, Start to save energy today. Dont postpone for tomorrow..! -Consumer Facilitations Portal

Citizen Charter

04896-263709 [Consumer Care]

Click here to view the charter in Malayalam  

Overview

          The Lakshadweep Electricity department functions under the Lakshadweep Administration and its head office is located at Kavaratti. Executive Engineer is the Head of the Department.

Need

          The Department has taken a decision to concretise its commitment for citizen friendly administration and transparency. We take immense pleasure in re-dedicating ourselves to serve the people of Lakshadweep by bringing out a Citizen's Charter in this direction. This charter sets out the standard and quality of services that will be provided by us.  Let us know how you feel about the Charter.

Objectives Of The Charter

 

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To place before the public an overview of the organization

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To inform the citizens about the kinds of services that we provide

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To state the standards of service delivery

Generation

          Starting with the modest installed capacity of 51.6 kW (kilo Watt) in 1962 from two Diesel Generating sets, the Lakshadweep Electricity department has grown by leaps and bounds with generating capacity of 23535 kW from 45 Diesel Generating sets and 11 SPV power plants as on 31.03.2014 comprising 21535 kW from 11 Diesel Generating Plants and rest from 11 SPV Power Plants. Grid Interactive SPV Power Plants of various capacities are working in 11 Islands and feed the grid during day time. The department’s gross generation during the year 2011-12 was 46 MU (Million Unit)

Transmission & Distribution

          Lakshadweep Electricity department has 22668 consumers. The distribution network comprises 78 kilometers of high tension (3.3 kV to 11 kV) lines, 238 kilometers of low tension lines, 32 step-up transformers, 91 distribution transformers besides other assets.

          Staff of LED will be on call 24 hours,7 days a week to respond to service connection complaints /service emergencies in all the islands.

          Our commitment to excellence would include a continuous effort to modernise and upgrade not only our tools, plants and machinery but also our most valuable performing assets viz. our human resources.

Planned Supply Interruption

          In our efforts to supply the best possible service, we often have to work on our transmission / distribution network to improve it . This may result in interruption of your electricity supply. When such interruption is necessary for more than 3 hours, we’ll inform you in advance

Service Standards

          We are committed to render the highest standards of service to you. We are also following the Standard Of Performance defined by the Joint Electricity Regulatory Commission (JERC) for the Goa and UTs. This Charter sets out the standards for the various services so as to improve our service to you. It is worth mentioning that these service levels are our maximum response times for important aspects of your electricity service, and that we aim to beat these standards every time we can.

Supply Breakdown

          Even with the best will in the world, faults will sometimes occur in our electricity networks and you may be without supply. If this happens, please let us know immediately. We’ll do everything possible to restore your supply quickly.

          If you lose supply but notice that your neighbuors still have power, the first thing to do is to check your own fuses and trip switch. If they are in order, then it could be that the departments fuse has failed. Please contact us immediately. We’ll call on you, free of charge.

          In exceptional cases, such as cable /joints failure or cyclones  we cannot offer these standards. But we’ll always do everything we can to restore supply as soon as possible

Billing And Accoutning

         

          Department of Electricity provides online billing since July 2007 which facilitate to pay the current consumption charge bills from any Island either though Common Service center or through Departmental counters. Bill Proposal copy can also be taken from consumer facilitation portal (link provided in Lakshadweep Official Web site) consumer can update their Mobile number and E-mail addresses from this portal.

          Should you have any query on billing or accounting, please contact the Assistant Engineer / Junior Engineer concerned in the Islands on all working days. We’ll be able to give solution across the table in most of the cases. For cases where further investigation needs to be made, we’ll contact our field officers and send you the reply.

Tariff

 

S.No.

Tariff Structure

Approved FY 14-15

Fixed Charges
(Rs/month /connection or Rs/kVA/month)

Energy Charges (Rs/kWH)

1

BPL/Kutir Jyoti

Rs.25/connection/month

2

Domestic

0- 50 units

Rs. 10 / connection/per month for single phase, Rs. 50/connection/per month for 3 phase connections

1.00

51 to 100 units

1.25

101 to 200 units

2.50

201 units and above

4.00

3

Commercial

0-100 units

Rs. 25 / connection/per month for single phase, Rs. 100/connection/per month for 3 phase connections

4.25

101-200 units

5.00

201 units and above

6.00

4

HT Consumers

Rs. 100/kVA/month

6.00

5

Industrial

Rs. 30/kVA/month

4.50

6

Street lighting

-

4.00

7

Temporary Connections

-

7.00

Meter Accuracy

          If you think your energy meter is reading incorrectly, please contact us. We’ll test the meter and do needful within 30 days of payment of challenge test. We’ll revise the bills for the past period and adjust the excess amount, if any, in future bills, if the meter is found to be defective after test.

          When the energy meter is burnt due to some reason or the other, we’ll replace it within 3 days.

Re-Connecting Supply

          In some instances, we reluctantly have to withdraw supply for non payment of electricity charges. Once you have paid the bill along with arrears, if any, we’ll reconnect supply on the same day or the next day.

New Service Connection

          Applications for new service connections can be submitted online from anywhere at any time. The applicant can submit application through department’s consumer facilitation portal www.lakpower.nic.in or www.lakshadweep.nic.in to the Assistant Engineer /Junior Engineer of concerned Island and can be tracked the status of the application. Existing consumer can apply load alternation application from this portal.

          If you are building a new house, setting up a small business or renovating an older property, you need to send us a completed application in the prescribed form. We furnish below the schedules we have proposed to keep up for effecting new service connections. We’ll make all efforts to adhere to the time frame rigidly. However if there is any delay on account of valid reasons, we’ll inform you.

Guaranteed Standards of Performance

Nature of cause of power supply failure

Maximum Time Limit for restoration

1.1) Fuse blown out or MCB tripped

Within 4 hours for Urban areas

Within 8 hours for Rural areas

1.2) Service line broken /

Service line snapped from the pole

Within 6 hours for Urban areas

Within 12 hours for Rural areas

1.3) Fault in distribution line/system

Rectification of fault and thereafter

Restoration of normal power supply within

12 hours Temporary Supply to be restored within 4 hours from alternate source , wherever feasible

1.4) Distribution transformer failed/burnt

Replacement of failed transformer :

within 24 hours in urban areas

within 48 hours in rural areas

Temporary Restoration of supply through

mobile transformer or another backup source within 8 hours, wherever feasible.

1.5) HT mains failed

Rectification of fault within 12 hours.

Temporary restoration of power supply

within 4 hours, wherever feasible.

1.6) Problem in grid (3.3 kV or 11 kV)substation

Repair and restoration of supply within 48

hours. Restoration of supply from alternate source, within 6 hours, wherever feasible.

Roaster load shedding may be carried out to

avoid overloading of alternate source.

1.7) Failure of Power Transformer

Rectification action plan to be intimated to

the Commission within 72 hours

Rectification to be completed within the time

frame approved by the Commission.

Restoration of supply from alternate source

within 6 hours, wherever feasible.

Roaster load shedding may be carried out to

avoid overloading of alternate source.

New Service Connection Standards

 

SL.NO

Activities

Standard Time
(Days)

1.0 Effecting New Domestic / Commercial Services

1.1

Mere Service connection     

1.1.1

With Department's Meter

       30 days  

1.1.2

With Consumer’s Meter
(when departments’s Meter is not available)

       30 days

1.2

Extension without Transformer

       60 days

1.3

Extension with Transformer

      180 days

2.0 Effecting New Industrial Services

2.1

Feasibility Report & Issue of Notice

       15 days

2.2.1

Mere Service Connection

After reporting readiness as per Clause 1.1 to 1.3 (depending on the 3 categories)

2.2.2

Involving Extension

3.0 Existing Services

3.1

Effecting additional Services

30 days

3.2

Effecting additional load

Standards as per new service connection vide items 1.0 & 2.0

3.3

Effecting 1-Phase to 3-Phase conversion

3.3.1

Mere Service

60 days

3.3.2

Involving Extension of line

90 days

4.0  Effecting Deposit Contribution Works(DCW)

4.1

Shifting of Meter / Service

15 days

4.2

Shifting of L.T  line

90 days

4.3

Shifting of Transformer Structure

180 days

5.0 Effecting Temporary Supply

5.1

Mere Service connection

Standards as per New Service connection vide items 1.0 & 2.0

5.2

Involving Extension

6.0 Name Transfer of  Service

90 days

Complaints Resolution Procedure

          If you have concern or complaint about any of the services we offer, you can make a complaint over phone or in person or through a letter to any of our section offices or sub division offices concerned, which is located nearer to your residence. If you do not get a reply within 30 days, you are free to get your grievance redressed by the Executive Engineer .

Phone Numbers of Fuse off Call Centres

 

Sl.No

Islands

Phone No.

1.

Kavaratti

262345

2.

Minicoy

222235

3.

Amini

273240

4.

Kadmat

274233

5.

Kiltan

272221

6.

Agatti

242245

7.

Andrott

232332

8.

Kalpeni

252252

9.

Chetlat

276249

10.

Bitra

275224

 

 

SD/-

R.RAVICHANDAR

EXECUTIVE ENGINEER (ELE)

Telephone Nos. 04896 262363 (O) 262127 (D) 262291 (R) 262936 (Fax)

E-Mail: (lk -ktelect@nic.in)

Complaints Monitoring And Review

          We’ll acknowledge your complaint within 7 days and inform the action taken within 30 days. We’ll also keep a record of all the complaints received and action taken.

          We will monitor our service standards against the charter continuously and furnish the details in the Annual Reports

Consumer Grievance Redressal Forum (CGRF)

Any consumer of electricity aggrieved by non-redressal of his/her grievance or complaint, has the option to approach Consumer Grievance Redressal Forum (CGRF) in the following address.

Chairperson,

Electricity Consumer Grievance Redressal Forum (CGRF)

Near Light House Junction,

Kavaratti – 682 555.

Ph: 04896 262616

Ombudsman

Any consumer of electricity aggrieved by non-redressal of his/her grievance or complaint under the Consumer Grievances Redressal Forum (CGRF) has the option to make an appeal for redressal of grievance/dispute to the Electricity Ombudsman.

Ombudsman for Joint Electricity Regulatory Commission for the State of Goa and UTs.“Vanijya Nikunj”, (HSIIDC office complex), 2nd floor, Udyog Vihar-V, Gurgaon-122 016. (Phone No. 0124-2340954, Mobile No. 9811163943).

Future Scenario

We will continue to invest in our networks and improve our work methods. we have planned to introduce 5MW Biomass Plant and for better connectivity VSATs are providing in all Islands.Also Planned a Programme for Under Ground marine cable connection to the central grid. The Online bill payment facility to all the consumers will available soon. It is worth reiterating that our aim is to beat the standards every time we can. We value you as a customer and will always welcome your comments about our services. We’ll review and revise the Charter based on your valuable feedback.

How You Can Help Us to Serve You Better

 

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Please make your payments well in advance to avoid long queues.

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Please protect your energy meter from damage.

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Inform us when the meter is stuck up or burnt out or when there is a damage.

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Electricity is precious. Please don't waste or misuse it.

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When the LED officials come over to your premises for inspection, cooperate with them to carry out their duty.

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Please renew worn-out wiring in order to avoid accidents.

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We try to minimize shut downs and breakdowns. However please remember that they are unavoidable. Please bear with us during such emergencies.

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Please help us to bring down breakdowns by cutting trees and bushes near power lines.

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Your energy meter is a sensitive instrument. Please do not over load it by connecting unauthorized loads.

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In spite of our best efforts, power cuts and load shedding may be unavoidable. Please cooperate with us during such difficult times.

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Electricity is dangerous. Please don't allow unqualified persons to meddle with your gadgets.

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More light Today Leads to No Light Tomorrow.

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When it is Bright, Switch off the light

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Energy saved is energy Gained

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Save Power to save the Environment

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Save Energy, Save Money, Save Our Earth

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Do Right, Save Energy

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Today’s wastage is Tomorrow’s shortage

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Switch off an extra Light here a fan there

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Avoid wasting of Energy

Save energy

Saving electricity doesn't just save money, it also saves the environment.

Solar Energy

development of affordable, inexhaustible and clean solar energy technologies will have huge longer-term benefits.