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Service Manual - Quetta Electric Supply Company

1. 9203748 202 2831280 0346 8337011 Shafqat Ali PRO 9201873 229 2837366 0346 8337006 Mohammad Afzal Asst PRO 9201873 229 0346 8337281 Aslam Lehri Care Taker 0346 8337374 Shahid M Audit 2881189 0346 8337081 Haji Ehsan DM Audit 2880457 2669220 0346 8337082 Shahid Audit Officer 2880457 0346 8337083 Asst Audit 0346 8337083 Naseem Khan Manager Zafat Maghool es Audit 0346 8337163 anager Asghar Ali Mengal FD 9203308 362 9202478 0346 8337373 Javed Iqbal Mgr CA 9203019 360 2839563 0346 8337086 Sher Hassan DM CA 9203459 304 0346 8337087 Yasir Faheem DM F 0346 8337139 Zahid AM Bkg 9202912 337 0321 8020063 Mohsin Ehsan DM CPC 0346 8337282 Khawar Hussain DM Finance 0346 8337405 M Akram AO Pay 9203308 361 0346 8337089 Syed Ahmar Ali Company 9203308 309 0346 8337093 Secy Snaullah Khan GAD 9203308 365 0300 9387325 GM Tech 9202292 9201496 0346 8337111 Ali Dost Magsi Mgr RDIC 9201046 314 Hashim Jogezai DM RDIC 0346 8337136 Wali Mohammad RM Store 2880208 0300 3801576 2880384 Habibullah Khan RM Sibi 9230206 9230206 0331 8042032 RM Loralai 0300 3845269 M Azam AM 0346 8337404 W House Sadigue Shah PD GSC 2881092 2880874 0346 8330666 Kaleemullah Jogezai DD Insp 2881092 2668914 0346 8337055 Masood Ahmed DM Acctts 2881043 2672818 0300
2. c The QESCO is not responsible for any loss or damage caused by any negligence or wrongful act of a consumer or his authorized representative in installing maintaining operating or using any or all appliances facilities or equipment The consumer will be held responsible for damage to QESCO s meters and other property or facilities resulting from the use or operation of appliances and facilities on consumer s premises including but not limited to damage caused by electricity steam hot water or chemicals If a consumer new applicant developer or other person is found to be responsible for any damage done to the QESCO property such damages shall be reimbursed to the QESCO 43 14 4 14 5 14 6 14 7 14 8 Liability of The Consumer for Damage to the OESCO Apparatus a The consumer shall be solely responsible for and shall pay for any loss of or damage to any electric supply lines meters and or other apparatus belonging to the QESCO and in use of the consumer for supply of energy purpose whether caused maliciously or through negligence or default on the part of the consumer or any of his employees or whether arising out of fire theft or any other cause beyond the control of the QESCO always excepting reasonable wear and tear and loss or damages arising out of defects in the aforesaid electric supply lines main fuses meters and or other apparatus belonging to the QESCO on the consumer s premises b Provi
3. kW Capital cost Rs Meter security Rs Demand notice paid on date for Rs Bank name Date of Return of Demand notice by the applicant Date of submission of wiring test report by the applicant Signature of officer with designation 52 PART III i Connection installation 19 Date of inspection of wiring 20 Date service installation 21 Date and time of meter installation 22 Name of In charge installing the meter ii Meter s Particulars 23 Meter No 24 Meter type Capacity a KWH b KVARH c MDI 25 Initial reading iv Multiplying factor if any 26 Seals Postal order No Signature of officer with designation Part IV 27 Date of submission of documents to R O FOR billing vide no Date 28 Date of Certified copy send to reading sanction for billing Signature of Officer with Designation 53 NOTE Copy of the complete set part I to TV completely filled out and signed by the officer of t
4. 2 6 CATEGORIES OF APPLICANTS Categories of applicants are indicated at Annexure V 2 7 TIME FRAME FOR A NEW CONNECTION Time schedule for all categories of new connections is indicated at Annexure VI 10 3 1 3 2 3 3 3 3 1 CHAPTER 3 RELOCATION OF SERVICE CONNECTION AND TEMPORARY CONNECTION Relocation of Service Connection a b Due to Public Works If for public improvement such as street widening grading excavating sidewalk spaces or for other reasons beyond the QESCO s control the QESCO has to move distribution facilities from the existing position or new facility is to be provided for improvement of the system the shifting relocation addition of the facility overhead or underground shall be carried out at the cost of the sponsoring agency and not the affected consumer s or concerned QESCO On Consumer s Request If a consumer requires the relocation of an overhead or an underground service connection for convenience because of construction or otherwise obstructing access to the service connection the QESCO shall at the consumer s expense relocate its service connection Repair or Replacement of General Supply Service Wire Routine repair replacement of service wires feeding the consumer premises up to the metering point shall be the responsibility of the QESCO TEMPORARY CONNECTION a A temporary electric power supply connection shall be provided by the QESCO subject to the availabili
5. 2836386 0346 8337176 Hadi Agha DM Tech 0343 8337175 Ghulam Muhammad XEN 420385 420385 0346 8337187 Rana M Iqbal RO 420309 420309 0300 7801168 Sajjad Ahmed SDO Pishin 420515 2446477 0346 8337189 Barkat Ali Bugti SDO Alizai 437170 437170 0346 8337188 M Din SDO Q Abdullah 426023 426023 0346 8337191 Ali Bux Bughti SDO Chaman 612329 612329 0346 8337190 Abdul Ghafoor SE Opr Sibi 500605 500605 0346 8331000 Baloch A Sattar Lashari XEN 9230197 9230197 0346 8337177 Farooq Ali Khan RO 9230138 0345 6660047 Vacant DCM 0346 8337214 Qadus Bangulzai SDO Sibi 9230168 0346 8337178 Abdul Ghafar SDO Lehri 0832 200182 0346 8337179 Umrani 203429 Sadiq Bughti SDO Sui 0835 0346 8337181 410500 Ashfaq Ahmed XEN 710627 710726 0346 8337183 Khoso Abid Ali Shah RO 710110 710110 0333 7810507 Hussain Bux SDO DMJ 710059 710059 0346 8337184 Peachou Muhammad Din SDO UM 612592 612592 0346 8337186 Mujataba SDO J Abad 510221 402180 0346 8337185 Azam Khan Wazir XEN 410968 410912 0346 8337197 Mohammad Iqbal RO 410905 410905 0301 3843230 M Asghar Ali SDO Loralai 410656 410656 0346 8337198 Musakhail Nasar ullah Merri SDO Kohlu 0829 667289 0346 8337202 667289 Juma Khan SDO Dukki 666317 666317 0346 8337200 A Rauf Sheikh SDO Harnai 0833 0346 8337199 520024 Mutahir Hussain XEN 610601 610605 0346 8337193 Shah Iqbal Khan RO 610604 610605 0333 7873808 M Nazeer Qure
6. Kalat Division b Noushki Division G Turbat Division d Khuzdar Division Sibi Circle a Sibi Division b Naseerabad Division Project Director Const Superintending Engineer GSO Grid Stations Resident Engineer Pasni Resident Engineer Panjgoor Manager M amp T QESCO Complaint Centre 61 TELEPHONE DIRECTORY QESCO Chief Executive Officer QESCO HQ Baligh uz Zaman CEO GM 9202211 9201496 0346 8337272 T amp G 0300 8380025 Musa Khan Jogezai DG HR amp A 9202552 204 2843722 0346 8337070 A Ghani Chandio Mgr HRM 2844259 209 2831816 0346 8337222 Uzair Ali Hasni M Admn 2828896 221 2841733 0346 8337156 Ahmed Hussain Lehri DM A amp S 9202477 212 2443240 0346 8330111 Mushtaq Shah DM L amp L 9201341 213 9201341 0346 8337337 Muhammad Riaz AM Confd 9202211 203 2838934 0346 8337019 Farman Ali Pa to DG HR ii 0346 8337026 amp Admn M Asif Khan AM HRM 9201133 216 2445463 0333 7849438 Aurangzeb Khoso AM HRM 9201133 216 2444401 0346 8330999 Ali Ahmed Haleemi SO to CEO 2833492 222 2443830 0346 8337008 Ahmed Hussain Lehri DM Tpt 9202477 212 2443240 0346 8330111 Ashfaq Ahmed DM PMC 9202255 342 2441140 0346 8337012 Major Naeem DD Int 2841588 228 2882368 0345 5249356 Dr Anwar Saeed MS Hosp 9211719 2449485 0346 8330222 Maj Maqbool DM Security
7. a detection bill for unclaimed energy limited to the period of three billing months or six months with the approval of CEO previous from the date of establishment of illegal abstraction as elaborated at 9 1 c 3 vii The detection bill along with a disconnection notice for payment within seven days will be issued by the inspecting office viii Upon payment of the detection bill the tampered meter shall be replaced by the QESCO at the cost of consumer and no further action will be taken by the QESCO In case the consumer does not make payment and also does not dispute over the quantum of energy assessed then after the expiry of the stipulated period his premises be Disconnected and the procedure for Disconnection and reconnection as per Chapter 8 be followed thereafter The maximum period for charging in such cases shall be restricted to three billing cycles for general supply consumers i e A 1 amp A II For period beyond three billing cycles up to a maximum of six months is subject to approval of the Chief Executive of the QESCO Also for such cases action will also be initiated against the officer in charge for not being vigilant enough For other consumer classes the period of charging can be more than three billing cycles up to a maximum of six billing cycles If the consumer objects payment or disputes over the quantum of the units detected by the QESCO the appellant authority for revision of detection bill would be the review
8. c d e Common complaints regarding failure of electric supply are mentioned as below i Individual complaints of consumers regarding failure fluctuation of supply voltage other complaints of technical nature which can be rectified locally ii Collective complaints due to fault on 11 kV feeder iii Collective complaints due to fuse blown up on 11 kV side of distribution transformer iv Collective complaints due to damage of distribution transformer v Frequent Tripping of 11 kV feeders vi Touching of branches of trees with the 11 kV LT conductors vii Defect in 11 kV LT jumpers insulation etc viii Entangling of string used for kite flying with 11 kV LT lines ix Leakage of current in poles structures other equipment installed on the system x Low voltage at consumer s premises xi Fluctuations in the system due to deposit on joints of copper aluminum conductor xii Substandard quality of supply maintenance xiii Any other technical complaint For technical complaints the time frame is specified in the NEPRA Performance Standards Distribution Rules 2005 Abstract of the standards are given in Annexure I of this Manual The complaints shall normally be attended to in the following order of priority 1 Attend leakage of current immediately on receipt of such complaint li Attend collective complaints of consumers iii In case of damage of transformer this should be replaced with trolley mo
9. some fruitful results are achievable and it will be observed that energy management efforts actually do pay off TABLE FOR CONSUMPTION OF ELECTRICITY 39 Month ELECTRICITY USE ELECTRICITY COST LAST YEAR THIS YEAR DIFF ERENCE LAST YEAR THIS YEAR DIFF ERENCE January February March April May June July August September October November December Total 13 6 GENERAL TIPS INDUSTRIAL OPERATIONS 1 a b c i Saving energy makes good business sense Many companies think of energy as a fixed overhead but saving energy is actually one of the easiest ways to reduce costs and improve your reputation Save money Simply by switching machines off after use or turning the cooling heating down as per weather requirement you can make real savings on your energy bill And just reducing it by 20 could add the same amount to your profits as a 5 increase in sales Offer better value to your customers Cutting your overheads means production costs will go down making your products and services more competitive Here are some tips specifically for manufacturing or industrial processes to help you save energy in key areas Motors Keep your motors maintained Extend your motors operating life If a motor is not working at its most efficient it can add 5 or more to your energy costs So make sure
10. 3892629 Rehmatullah Baloch XEN T amp G 9211731 2442140 0346 8337056 M Ramzan SDO III 9211731 gt 2824270 0346 8337064 M Azam SDO 9211731 z 2442140 0346 8337062 Mohammad Iqbal SDO II 9211731 gt 2442140 0346 8337063 Naeem Kakar XEN T L 2444533 2450092 0346 8337057 Naseebullah SDO II 2444533 0346 8337078 Asadullah Badini SDO III 2444533 0346 8337067 Amanulla Qazi SDO 2444533 0346 8337065 M Saifullah DD T amp l 2871087 2870757 0346 8337254 Syed Asif Shah SDO II 2871087 0346 8337255 Ubaid ur Rehman SDO 2871087 0346 8337075 XEN C 2444637 0346 8337058 Mumtaz Ahmed SDO II 2444637 0346 8337058 Masood Alam SDO 2444637 0346 8337069 Imtiaz Ahmed SDO III 2444637 0346 8337073 63 Abdullah Jan CSD 9201882 2820446 0346 8337000 M Khalid Mgr CS 2836455 350 0346 8337016 Mohabaat Shah Mgr Surv 9202482 0346 8337266 Mohkum ud Din Mgr Mkt 2880343 0346 8337257 Qamar Abbas DM CS 2836455 326 0321 8103463 Abdul Nasir DM Surv 9202482 0346 8337315 Mandokhail Latif Rashed Mgr MIS 9202212 325 0346 8337165 Imran Jogezai DM MIS 9203670 330 0346 8337167 Sheikh Nadeem DM MIS 9203670 328 0346 8337166 Mehdi Hassan DM MIS 0346 8337159 Rafig Norari CE T amp G 9203722 346 9203658 0346 8337223 Shafqat Ali H Q DM GSO PDC 9201873 229 2837
11. C NADRA Attach photo Copy of NIC Applicant E Mail address Phone No Fax No Size of Plot Marlas Kanals Name of person with designation to whom application is handed over Ref No of existing connection if any e I shall be bound to abide by all the terms and conditions of the Eligibility Criteria for consumer of a Distribution Company Consumer Service Manual and other applicable documents as prescribed for provision of service Signature of Applicant 50 DOCUMENT TO BE ATTACHED WITH THE APPLICATION e Ownership proof of the premises where connection is required An affidavit from the owner of the premises to the effect that no connection existed previously at the premises for which connection is applied for and that he shall pay to the QESCO QESCO to interest its name any outstanding dues in respect of any previous connection which existed at the premises is question if noticed thereafter No Objection Certificate from the landlord if the applicant is a tenant along with landlord s proof of ownership and affidavit mentioned above Attested copies of National Identity Cards of the applicant and two witnesses The power of attorney in case of a Company in favor of the applicant to the effect that the applicant is authorized to sign the application a
12. a quarter will For Flat Rate be ignored for the purpose of recovery of i minimum fixed charges amount of arrears due up to E Tariff D 1 date of permanent disconnection Cc If the period of disconnection is more than three years from the date of disconnection minimum fixed charges for the disconnected period beyond three years from the date of disconnection up to the date of reconnection shall be recovered in addition to the charges laid down in a and b above The minimum fixed charges for period beyond three years shall be one month for every year Period less than a year shall be ignored in calculations F For Bulk Supply NIL Tariff C 1 C 2 C 3 G For Public Lighting NIL Tariff G H For ONE Point supply to Residential colonies NIL attached to the premises of industrial supply consumers who have their own distribution facility Tariff H 1 For Seasonal Industrial Supply Where a Seasonal Supply consumer does not come forward to have his seasonal Industry re connected with Tariff F f the Company s Supply System in any ensuing season the As specified in Tariff Terms and Conditions and service line and equipment belonging to the Company as amended from time to time and installed at his premises shall be removed after expiry of 60 days of the date of commencement of the season previously specified by the consumer at the time of his obtaining new connection re connection However at least ten clear
13. and the related equipment will be either a A Distribution Sub Station if furnished installed owned and maintained by the QESCO or b A Consumer Sub Station if furnished installed owned and maintained by the consumer Distribution Sub Station The QESCO will install a Sub Station for such General Purpose consumers The QESCO shall ensure that all the installations are in accordance with the QESCO s approved design specifications and standards Consumer Sub Station The responsibility for the provision of space installation and maintenance of step down transformer and all allied equipment in a consumer sub station shall be that of the consumer The layout of the sub station the equipment installed must meet the specifications design and standards as approved by the QESCO The equipment may be supplied by the QESCO on payment However for such facilities the responsibility of the QESCO shall only be up to the metering point Interconnection point For such installations the consumer shall provide land space for the lines which will extend to and from the sub station and obtain consents way leaves and authorizations pertaining to the right of way CONSUMER OWNED GRID STATION Consumers of Category V for supply at 66 kV and above shall at their own sole risk and expense furnish install and maintain in good and safe condition all electrical wires lines machinery and apparatus of any kind or character which may be required
14. days notice in writing under registered post shall be necessary to be given to the consumer before removal of service line and equipment from his premises as aforesaid to enable him to decide about the retention of connection or otherwise No Supply Charges shall be recovered from a disconnected seasonal consumer for any season during which he does not come forward to have his seasonal Industry re connected with the Company s Supply System Note For disconnected premises Meter Rent Service rent shall be charged where applicable for 23 b 8 4 the entire period of disconnection up to the date of reconnection Cost of material to be recovered at the time of reconnection a b c d The material and equipment which is removed from the site as a result of disconnection shall be kept in the sub divisional office AMO s office for 365 days from the date of disconnection and an entry to this effect shall be made in a register to be kept for this purpose It shall be re installed after payment of reconnection charges without recovering cost thereof on application for reconnection within 365 days to be reckoned from the date of disconnection If a disconnected consumer does not come forward for reconnection within 365 days from the date of disconnection then the removed material and equipment shall be returned to the store Removed material and equipment shall be taken on stock and it shall be issued as stock material by
15. engineering and utility practice c To ensure proper operation of the QESCO s NTDC network under abnormal conditions short circuits overloading etc appropriate protective relays shall be installed and properly coordinated d The earthing systems installed shall be dimensioned and regularly tested to ensure protection from fire and shock hazards e The steel structure installed on the public places shall be earthed at ONE point through steel copper conductor in accordance with the QESCO s NTDC laid down procedures OBLIGATIONS OF THE CONSUMER The consumer is responsible to monitor and implement safety and security standards within his own premises The safety and security objectives can be achieved by adopting good engineering practice including the following measures a No matter how small electrical installations including earthing system must be designed installed and maintained by competent Electrical Engineers and or licensed electrical contractors which must be inspected and certified by an Electric Inspector as per terms and conditions laid down in ECR 2003 b Wiring materials and electrical equipment installed must conform to the approved relevant standards and be of a good quality c For the protection of the consumer it is necessary that electrical installation at the consumer s premises conform to the rules established by the QESCO NTDC and approved by the Authority as per the terms and conditions of the E
16. factories etc without making payment of electricity bills QESCO QESCO to inserts its name shall recover the arrears from the new occupants of the defaulting premises b Recovery of Arrears Amount Recovery of arrears from the consumers shall be made through their regular monthly bills If the monthly bills are not paid in time necessary action for Disconnection of such consumers shall be taken according to the procedure as described in Chapter No 8 DISONNECTION AND RECONNECTION c Proceedings Against Disconnected Defaulting Consumers In case consumers fail to pay the arrears amount all legal measures actions shall be initiated against such consumers for recovery of outstanding dues 26 CHAPTER 9 DISHONEST ABSTRACTION CONSUMPTION OR USE OF ENERGY 9 1 THEFT OF ELECTRICITY ENERGY a b DIRECT THEFT OF ELECTRICITY BY REGISTERED UN REGISTERED CONSUMERS OF A QESCO i ii iii If a premises person is found to be hooked directly with the QESCO s supply line by bypassing the metering equipment or if the consumer is using electricity direct from the QESCO s supply line and or the person living in the premises is not a consumer of the QESCO then the QESCO shall interalia process the case as THEFT of electricity For all such cases the QESCO shall register an FIR with the police The FIR is to be registered by a responsible officer of the QESCO not below the rank of Sub Divisional Officer All theft c
17. in respect of applicable tariff shall be adequately addressed by the QESCO POWER FACTOR PENALTIES The penalties for low power factor shall be levied according to the Terms and Conditions of approved tariff of respective category as annexed at Annexure I with this document CHANGE OF TARIFF a The consumer shall apply at least 30 days in advance for the change of his existing tariff to the competent load sanctioning Authority b The consumer shall submit the application for change of tariff along with the required documents as mentioned in the application form c QESCO shall accord approval for change of tariff within 30 days of receipt of application after site verification and confirmation of other information provided by the consumer in his application MIS USE OF TARIFF a The consumer shall in no case use the connection for the purpose other than for which it was originally sanctioned In case of violation the consumer is liable for disconnection and or penal action b QESCO shall serve seven 7 days clear notice to the consumer who is found misusing his approved sanctioned tariff However QESCO shall immediately change the tariff and shall determine the difference of charges of the previous period of misuse to be recovered from consumer However in the absence of any documentary proof the maximum period of such charges shall not be more than TWO billing cycles TOD TARIFF TIME OF DAY TOD metering for vario
18. of quantum of energy Units by the metering equipment 27 c Procedure for establishing illegal abstraction shall be as under 1 2 3 4 5 Upon knowledge of any of the items in 9 1 b the concerned office of the QESCO will act as follows i Secure meter without removing it in the presence of the owner occupier or his Authorized representative respectable person of the locality ii Install check meter and declare it as billing meter iii Shall constitute a raiding team including Magistrate POI E LOfficer of the QESCO in case of residential commercial consumers not below the rank of SDO and in case of other consumers not below the rank of XEN and an officer of the metering and testing division of the QESCO who should be an Electrical Engineer inspect the meter secured at site and declare that illegal abstraction of electricity has and or is being carried out iv Once confirmed that illegal abstraction is being done serve notice to the consumer informing him of the allegations and the findings and the requirement of a written reply from the consumer v Should wait for seven working days for receipt of reply vi The reply to the notice shall be examined by the officer higher in grade than the inspecting officer If the reply is not convincing or if no reply is received or if the allegations as levied are proved the inspecting office with the approval of the next higher office will immediately serve
19. supply or use of energy whether belonging to the QESCO or to the Consumer or Ascertaining the amount of energy supplied or the electrical quantity contained in the supply or the apparatus or removing where a supply of energy is no longer required or where the QESCO is authorized to take away and cut off such supply any electric supply lines meters maximum demand indicators or other measuring apparatus fittings works or apparatus belonging to the QESCO or Along all other things necessary or incidental to the proper supply or maintaining such supply to the consumer s premises 14 2 Facilities To Be Provided By The Consumer a b c The QESCO authorized staff member has access to meters service connections and other property owned by it which may be located in consumer s premises for purposes of installation maintenance operation or removal of the property at the time service is to be terminated The consumer s utility system shall be open for inspection to authorized representatives of QESCO The consumer s failure to do so within a reasonable period of time may result in Disconnection Consumers must provide access to all electric meters upon request for billing purposes If a premises is unoccupied locked an appointment to obtain meter readings will suffice for a maximum period of three 3 months After that a new appointment will be required to update the readings 14 3 Property Damage a b
20. taken over by the QESCO or if it is not dismantled and is taken over by the QESCO 12 CHAPTER 4 ENERGY METER INSTALLATION 41 GENERAL This chapter covers installation of energy meters at the premises of consumers of all categories receiving electric power from the QESCO The QESCO shall provide the appropriate metering equipment at the cost of the consumer for all types of consumer categories However in case of non availability of meter with the QESCO the consumer may procure the equipment according to the laid down specifications of the QESCO for the metering equipment as per the Grid Code Distribution Code 4 2 METER LOCATION a b c d e It shall be the responsibility of the consumer to provide a safe and accessible location to the QESCO for the installation of the metering equipment at his premises The meters shall be installed at a reasonable height from the ground level or at a level from where the meter reading is possible without using climbing devices For multi occupancy buildings the metering equipment of all the consumers residing in that building shall be installed at one location at the boundary of the building The QESCO shall have the right at any time to change the place and position of the metering equipment to conform with the provision of the Schedule of Tariffs in force from time to time and Consumer Eligibility Criteria 2003 Should the consumer at any time requires the metering eq
21. the arrears on the basis of which DCO ERO was affected i For arrears upto Rs 1000 Rs 100 ii For arrears between Rs 1 001 and Rs 5000 Rs 300 iii For arrears between Rs 5 001 and Rs 15000 Rs 900 iv For arrears between Rs 15001 and Rs 1 Lac Rs 2000 v For arrears between Rs 1 Lac to Rs 5 Lac Rs 2500 vi For arrears over Rs 5 Lac Rs 10 000 Vii For connection disconnected due to other reasons Nil i e disconnected on technical grounds for unauthorized Extension in load or seasonal consumers disconnected due to season off or disconnected due to misuse of Applicable Tariff no reconnection fees shall be charged c All the disconnected consumers having disconnected period of more than three years shall have the option to apply for new connection in the same premises subject to clearance of all dues outstanding against previously disconnected connection In such cases nothing on account of fixed charges minimum charges for disconnected period shall be debited against the premises previously disconnected if new connection is sought instead of Reconnection For this purpose the security amount originally deposited by the consumer shall be adjusted against the arrears of the previous account number and the arrear bill of balance amount to be served to the consumer Upon payment of the balance amount the consumer can apply for a new connection as per new connection policy given in Consumer Service Ma
22. the concerned office In case a disconnected consumer applies for reconnection after the expiry of 365 days of disconnection but within three years from the date of disconnection credit on depreciated value of the removed material shall be given in the estimate for reconnection provided cost of the removed material was originally borne by the consumer or it was wholly subsidized by an external agency out side the QESCO or if such cost had not element of subsidy by the QESCO No credit of the cost of the removed material will be accorded where it was partially subsidized by the QESCO under any approved package Cost of such material and equipment under any partial scheme will be treated as if cost of the removed material was originally borne by QESCO and as such no credit for depreciated value of subsidized cost will be provided In case a disconnected consumer applies for reconnection after a period of three years from the date of disconnection no credit of the cost of the removed material shall be accorded even if he had originally paid the entire cost of the material and equipment at the time of obtaining connection In case of reconnection of a disconnected premises where no arrears are outstanding against the premises and due to some reason serviceable equipment is available at site QESCO may utilize such equipment and cost of such material will not be recovered from the consumer subject to the satisfaction of the QESCO that the material i
23. 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 QESCO shall after informing in writing the consumer test the accuracy of the impugned metering equipment at site by means of Rotary Sub Standard 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 Where a consumer is not satisfied with the accuracy of the meter he may inform the QESCO of his desire for the said metering apparatus be checked at site in his presence Upon receiving such a request the QESCO 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 fee 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 analyser accompanied by an engineer of the QES
24. will be evaluated processed and approved as per the provisions of Consumer Eligibility Criteria Grid Code and Distribution Code where applicable A demand notice of cost estimate and security amount shall subsequently be issued by the OESCO office for payment by the applicant b Demand Notices for Service Connection cost and Security Deposit shall be sent under registered post or courier to ensure their delivery to the applicant or applicant may receive it personally for that receipt may be obtained from applicant for record 1 For payment branches of designated banks authorized to receive the Demand Notice charges etc shall be intimated to the applicant The bank shall receive payment as per demand notice and issue an acknowledgement receipt etc ii Subsequent to the deposit of payment mentioned in the demand notices the applicant shall execute the power supply contract with the in triplicate iii OESCO shall determine new final priority number of connection to each application after the demand notices have been paid and wiring test report submitted subject to the exemption granted under the policy of QESCO 2 5 APPROVAL OF APPLICANT S INSTALLATION Before any electrical wiring or energy consuming apparatus is connected to the QESCO distribution system the same shall be subject to inspection and testing by the QESCO and no connection shall be made to the QESCO system without the prior Inspection satisfaction of the QESCO
25. 366 0346 8337006 Partab Rai AM PDCC 2880945 0346 8337054 Sheikhmanda 2880153 Baleegh ur Zaman CE Op Dir 9203797 316 2440476 0346 8337000 Saleem Jahangir DM Tech 9203797 335 2825467 0333 7938577 Saddique Shah Mgr M amp T 2880161 0346 8337269 Naeemullah Khan RTC Principle 9202482 0346 8337169 Abdul Hameed Khoso RO RTC 9202482 0333 7872850 DM Safety 9202482 0346 8337343 Wazir Muhammad Magistrate 9202621 238 Irfan Magsi XEN Civil 2880039 0346 8337260 SDO Civil 2880039 0346 8337262 M Ismail SDO Civil 2880039 0346 8337261 Baleegh ur Zaman GM Development 9201750 343 0346 8337171 Kafeel Ahmed Jan Mgr Acctts 9201623 340 0346 8337094 Nasrullah Baloch Addl Mgr P 9201467 345 0346 8337095 Rasad Khan DM Dev 0346 8337164 Ali Madad DM Procurement 0346 8337096 Javed Iqbal DM Project Finance 0346 8337097 Sabir Khan DM Dev 0346 8337143 Iqbal Ali Changezi Addl CE O amp M 9202207 224 0346 8337154 Mohammad Ali Agha M O amp M 9202207 208 0346 8337155 Gul MohammadRind DM Generation 9202207 0346 8337014 Pritam Kumar DM O amp M 9202207 0346 8337009 M Ismail DM O amp M 9202207 208 0346 8337158 Adil Aziz DM T F Workshop 2881165 0346 8337274 Complaint Cell Zamrud Khosa Assistant Director 9201445 QESCO 118 G
26. 4 4 4 4 47 7 7 7 7 7 45 Rights and Obligations vis a vis Consumer and QESCO Chapter 15 22 02 00 e2scenn nnn ee 7 7 7 7 48 Violation of Instructions Annexure Annexure I Performance Standards Distribution Rules 2005 Annexure II Eligibility Criteria Regulations 2003 Annexure III Terms and Conditions of Tariff Annexure IV Application and Power Supply Contract A amp PSC Annexure V Categories of Consumers Annexure VI Time Frame for New Connections Annexure VII Security Deposit Rates Annexure VIII Theft illegal Abstraction of Electricity by Registered Non Registered Consumers and Defective Meters Matrix CHAPTER 1 PRELIMINARIES 1 1 AIMS AND OBJECTIVES OF CONSUMER SERVICE MANUAL 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 effective and reliable supply of electric power 1 2 SCOPE OF CONSUMER SERVICE MANUAL The Consumer Service Manual is applicable to all consumers served by the distribution licensee including the Bulk Power Consumers where applicable and includes without limitation the following matters namely a b c d e f g h i D k Form and
27. 9211654 0346 8337324 132 KVMarriabad SSO 2669272 0346 8337286 132KV City SSO 9202734 0346 8337287 132KV S Manda SSO 2880021 0346 8337290 TPS Sheikhmanda RE 2880175 0346 8337236 Manager M amp T Syed Siddique Shah Mrg M amp T 2880161 0346 8337269 Fazal ur Rehman Dy M amp T Zaman Shah Dy M amp T 2880963 0346 8337271 Aftab Ali Memon Dy M amp T 2880963 0333 7833142 Shabbir Anmed Test Engg 2880963 Mastoi M amp T Hassan Baloch Addl RE 621500 641940 M Hassan Baloch RE 210882 210299 0346 8337259 210299 M Yaseen Baloch ARE 210882 0346 8337249 M Sadique Soomro ARE 210882 210882 0346 8337259
28. CO s 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 QESCO w e f date of request filed by the consumer with QESCO 14 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 QESCO will have the power to declare a meter defective However the consumer has a right to challenge the defective status of the energy meter and the QESCO will get the meter checked at site with a check meter or a Rotary Sub Standard or digital power analyzer accompanied by an engineer of the metering and testing laboratory free of cost Where any consumer gives a notice in writing to the QESCO and informs of having requested the Electric Inspector POI to check the accuracy of the QESCO s metering equipment installed at his premises or the status of the meter regarding it being defective or otherwise the QESCO shall not remove or take off the impugned metering equipment from the consumer s premises until the Electric Inspector has conducted a test of the impugned metering equipment at site in the p
29. CONSUMER SERVICE MANUAL CONTENTS Chapter Page No Chapter 1 0220 200002 n nnn nen nen ene nen nen eens eneeneenenes 2 Preliminaries Chapter 2 7 8 New Connection Extension and Reduction of Load Change of Name Chapter 3 4 4 4 4 4 7 4 7 5 747414 11 Relocation of Service Connection and Temporary Connection Chapter 4 4 4 4 474 47474 7 KIKI 13 Energy Meter Installation Chapter 5 manemane ee naaa ea ena ee an an 17 Security Deposits and other Connection Charge Chapter 6 7 4 4 4 4 4 1 18 Meter Reading and Billing Chapter 7 7 4 4 47 7 4 41 21 Tariff Chapter 8 0 22 2 00cc2scenn nnn nnn ence ena ee 22 Disconnection and Reconnection Chapter 9 2 22 20 0neecnennenn nen enne 4 4 1 28 Dishonest Abstraction Consumption or Use of energy Chapter 10 22 2 00 2eeencenn een AAA III 31 Consumer Complaints Chapter 11 4 4 4 4 47 7 47 47 7 35 Transformer and Consumer Sub Station Chapter 12 22 22 00 e2enennnnn enn enn een 37 Safety and Security Chapter 13 4 4 4 4 4 47 7 7 7 7 40 Efficient use and Conservation of Electric Power Chapter 14
30. Distribution Code Performance Standards Distribution Rules 2005 Annexure I Eligibility Criteria Regulation 2003 Annexure ID Rules and regulations when and where applicable INTERFACES WITH CONSUMER FORUMS QESCO shall make efforts to have interface with the Consumer Forums Councils and Associations Efforts shall be made to improve QESCO Consumer relationship and the consumer s awareness about utility s programs activities services Consumer Services Centers and One Window Operations shall be established for the convenience of the consumers operating round the clock DEFINITIONS QESCO operating in pursuance of the distribution license granted by NEPRA is allowed to charge only such tariff as approved by NEPRA Such tariff provides for the terms and conditions of tariff applicable to different categories of consumers also determined by NEPRA The definitions of the following terms are accordingly as per the determinations of NEPRA as amended from time to time A copy of the current applicable Tariff Terms and Conditions as approved by NEPRA is annexed with this manual as Annexure III Agricultural Supply As defined in the Tariff Terms and Conditions Billing Demand As defined in the Tariff Terms and Conditions Billing Period As defined in the Tariff Terms and Conditions Energy Charges As defined in the Tariff Terms and Conditions Fixed Charges As defined in the Tariff Terms and Conditions General Supply As defined in t
31. I Wiring Regulations proper neutral and protective earthing grounding system shall be installed by the consumer and checked by authorized representative of QESCO and NTDC FIRE EXTINGUISHERS Suitable fire extinguishers shall be provided and maintained by the owner agency to meet with any hazardous situation 35 12 1 12 2 12 3 CHAPTER 12 SAFETY AND SECURITY GENERAL In order to prevent accidents which may result in injury or death or damage to public or QESCO NTDC property the consumers shall abide by the general safety requirements of the Safety Code QESCO NTDC shall take all the safety and security measures to avoid fatal non fatal accidents The consumers shall be educated through all possible means to observe safety measures in order to avoid any casualty especially during the monsoon season OBLIGATIONS OF QESCO NTDC QESCO NTDC shall monitor and implement the safety and security plan for consumers The safety and security objectives can be achieved by adopting good engineering practice including the following measures a Operation and maintenance of QESCO s NTDC electrical distribution system Network shall be carried out only by the QESCO s NTDC authorized and trained personnel b The QESCO s NTDC system equipment including overhead lines poles structures towers underground cables transformers panels cutouts meters service drops etc shall be installed and maintained in accordance with good
32. NITION Billing Period The period for which bill is being issued Reference No A dedicated number allotted to a consumer for identification Tariff The applicable rates and charges approved by NEPRA for the category of connection Load The load sanctioned for the connection Reading Date The date on which the meter reading is taken Issue Date The date on which bill is issued to the Consumer Due Date The date by which amount of the bill is to be paid However if the due date falls on a holiday the due date shall be the next working day ED Electricity Duty levied by the Provincial Government Total units Consumed The units consumed during a Billing Period or estimated consumption in case of defective meter Total cost of Electricity The cost as per applicable tariff of total units consumed or estimated consumption in case of defective meter Installments Any amount to be paid as per installments allowed by the Competent Authority GST The General Sales Tax levied by the Government of Pakistan Amount Payable Within due date Total current amount of all the payment items as mentioned in the bill including arrears amount if any Arrears Unpaid amount of the bill Late Payment Surcharge LPS The amount levied on account of non payment of bill within due date Amount Payable After due date Total of amount payable within due date and Late Payment sur
33. ONSUMERS 32 f g QESCO shall make special arrangements for handling requests from elderly and handicapped consumers with regard to consumer related issues DEVELOPMENT OF WEBSITE FOR CONSUMER SERVICES The QESCO shall develop a Website for Consumer Service The consumer service can also be part of the QESCO main Website The site shall contain following information facilities 1 Consumers billing status ii Consumers billing record historical data lil Distribution Code NEPRA Eligibility Criteria NEPRA Performance Standards Distribution Rules 2005 and Consumer Service Manual iv Tariff information v Network information in GIS Format indicating the loading of feeders vi Payment of bills through credit cards if possible and vii All kinds of forms required by a consumer The manual shall contain the telephone numbers of all the important officers of the QESCO and the complaint centers The QESCO shall also place a soft copy of the approved manual on its website for down loading 33 11 11 1 11 2 11 3 11 4 CHAPTER 11 TRANSFORMER AND CONSUMER SUB STATION TRANSFORMER INSTALLATION ON CONSUMER S PROPERTY General In case of consumers of Category I to V as defined in Chapter 2 where line voltage 11000 volts or higher up to 132kV is stepped down on the consumer s property to the service voltage required by the consumer the facilities necessary to accommodate the transformer or transformers
34. ad do do do do damaged burnt Check meter Rotary due to Substandard another Consumer s fault meter in including overloading Series OR at Grid internal wiring meter power defect analyzer Note See the matrix at Annexure VIII 15 5 1 5 2 CHAPTER 5 SECURITY DEPOSITS AND OTHER CONNECTION CHARGES New Service Connection Charges a b All service connection charges after sanction of a new connection a demand notice for security deposit as per the rate approved by NEPRA and other connection charges as per provision made in Consumer Eligibility Criteria Regulations annexed with this manual as Annexure VII shall be issued to the applicant for depositing the same in the designated bank branch A period of one month for payment of Demand Notice is given in case of all categories of connections SECURITY DEPOSIT a c d Security deposit is non transferable except as follows i Relocation of Premises It the consumer moves to a new location within the Exclusive Service Territory of QESCO and requests for a new connection at that location ii Change of Name If the consumer sells the premises where the connection is installed it shall be obligatory upon the new owner to apply to QESCO for a change of name Such an application shall be accompanied by written consent of the previous owner regarding transfer of Security Deposit in the name of new owner iii Through Suc
35. any for the purpose the consumers of each sub division are divided into a number of batches The meter reading program shall be prepared in such a way that the meters of a batch are normally read on the same dates each month Meter readings of all types of connections with load up to 20 kW are required to be taken by the Meter Readers Reading of Maximum Demand indicators of connections having load over 20 kW are to be recorded by the senior officers of the distribution company Meter readings are taken preferably in the presence of customers or their authorized representatives Following are noted i Date of reading ii Meter Reading MDI iii Units consumed during the month iv Append their initials v Their remarks in case of any discrepancy observed Meter reading officers meter readers shall return the Consumer Meter Reading Cards to the consumers before leaving their premises Meter Readers shall also check the irregularities discrepancies in the metering system at the time of reading meters and report the same in the reading book discrepancy book Meter Supervisor Inspector will take corrective action to rectify these discrepancies QESCO may develop alternative meter reading program and or establish revised designations for meter readers as per QESCO Commercial Organization Plan 17 6 2 Electricity Bill a The Electricity consumption bill shall generally contain the following information INFORMATION DEFI
36. ases of direct hooking would be dealt by QESCO strictly in accordance with relevant clauses of Electricity Act 1910 The disconnection of electricity shall be carried out immediately under the supervision of Sub Divisional Officer of the area or any other authorized Officer of the QESCO The removed material shall be preserved as a proof of theft and the same shall be handed over to the police authorities while reporting to the police QESCO shall be authorized to recover its loss by raising a detection bill as per its own procedure ILLEGAL ABSTRACTION OF ELECTRICITY BY REGISTERED CONSUMERS The following indications shall lead to further investigations by QESCO for illegal abstraction of electricity For such cases the QESCO shall observe the procedure as laid down under 9 1 c 1 Prize bond postal order meter security slip removed ii Bond Terminal cover seal of the meter broken bogus tampered iii Terminal cover of the meter missing iv Holes made in the KWH meter bodies v MSB of the meter showing signs of tampering vi Meter hanging loose tilted physically unbalanced vii Meter glass broken viii Meter dead stop burnt ix Meter sticking x Meter digits upset xi Meter running reverse xii Meter connected on temporarily permanently disconnected premises xiii Meter found missing at site xiv Meter found at site but no record exists in the office xv Any other means which can cause interference in true recording
37. cession Upon death of the consumer the Security Deposit shall be transferred according to the Succession Certificate granted by the court of competent jurisdiction Provided that the Security Deposit shall be updated and transferred if no arrears are outstanding In case of change of tariff extension reduction of load shifting of site change of name the security amount shall be updated according to prevailing rates For the purpose of calculating the security deposit the fraction of a kilowatt for loads above one kilowatt which is equal to or more than half kilowatt shall be taken as one kilowatt and the fraction which is less than half a kilowatt shall be ignored The security amount deposited by the consumer at the time of getting connection shall be refunded at the time of permanent disconnection after getting approval for the refund from the load sanctioning authority Provided there is no other amount outstanding against the consumer The security deposit amount can also be adjusted in the final bill if applied by the consumer 16 CHAPTER 6 METER READING AND BILLING 6 1 METER READING a b c d e Meter reading of all the consumers of a QESCO is carried out on a routine basis each month to record the consumption of energy consumed by each consumer during a given period Billing cycle billing month The meter reading is generally taken recorded by the local Distribution office of the distribution comp
38. charge Fixed Charges As defined in Tariff Terms amp Conditions Variable Charges As defined in Tariff Terms amp Conditions Billing Demand As defined in Tariff Terms amp Conditions Other Charges These charges include Fuel Adjustment charge PTV Fee Withholding Tax any other charge surcharge levied by the Federal Government etc b In cases where accumulated readings are recorded segregated bills shall be prepared keeping in view the number of months for which the readings have been accumulated to give relief to the consumers 18 6 3 6 4 6 5 c The consumers are advised to read the INSTRUCTIONS FOR THE PAYMENT OF BILLS given on the back of Monthly Electricity consumption charges bill of general consumers and bill for Industrial MDI Bulk supply consumers for their knowledge and guidance The monthly bill may also be downloaded from QESCO s website in case of non receipt of bill on usual delivery dates TIME PERIOD FOR PAYMENT OF BILLS The due date for payment of bills shall be within 15 days from the issue date of the bills However the consumers will have clear 7 days from the date of actual delivery of the bill for the purpose of payment PROCEDURE FOR BILLS DISTRIBUTION a b c Batchwise computerized bills for consumers having load up to 20 kW shall be received by the local office of the area from the revenue offices The same shall then be handed over to the B
39. committee of the QESCO headed by the next higher officer The consumer will also be given personal hearing by the review committee In case the dispute remains unresolved even after exhaustive review the QESCO after getting approval of the Chief Executive Officer may lodge the 28 F LR The consumer may also approach a competent court of law under the relevant provisions of Electricity Act 1910 NOTE Mere occurrence of any of the above defects in a meter does not warrant illegal abstraction of electricity In cases sometimes weathering effects and atmospheric conditions also wear out the postal orders seals and other parts of the metering equipment The detecting Authority must be reasonably sure regarding the illegal abstraction happening before it actually decides to charge a consumer for the same The same is true for the appellant forum as well In addition in places where the meters are out side the premises the prime responsibility of the maintenance of the healthy state of the meter rests with the QESCO A consumer shall not be charged if the meter wears out through normal atmospheric effects or through some internal fault in a meter for which a consumer cannot be held responsible For such cases the normal course of action on part of a QESCO should be to replace the meter with a healthy meter However if the QESCO feels that the quantum of energy lost because of malfunctioning of the metering equipment is more than ONE billing cycle
40. consumer should also make arrangements to filter out or prevent harmonic distortions traveling onto interfering with the QESCO s system POWER FACTOR e The QESCO encourages consumers to maintain a power factor of at least 90 to avoid penalties 44 14 9 Consumer s Obligation to Remedy e Consumers must use their best endeavors to avoid any non compliance of this Manual within the time period specified in any notice of non compliance sent by QESCO 14 10 Disconnection of Supply for Non Compliance a QESCO may disconnect supply to a consumers if b The consumer has not fulfilled an obligation to comply with this Manual and c The QESCO has given the consumer 7 business days written notice of Disconnection such notice to be in addition to the notice already given and d The consumer fails to comply with the notice 45 15 1 1 15 1 2 CHAPTER 15 Violation of Instructions The distribution company shall ensure that it complies with the provisions of the Consumer Service Manual while dealing with consumer complaints The Consumer Service Manual shall be treated as an applicable document as defined in Chapter 1 In case the consumer complainant is not satisfied with the response decision of the distribution company or the distribution company does not reply at all the consumer shall have the following options The consumer may file a complaint with Provincial Office of Inspection in respect of metering billing and coll
41. ded that the liability of the consumer for the cost of resealing any metering equipment or other apparatus belonging to the QESCO on the consumer s premises shall be as prescribed in the QESCO Schedule of General Charges in force from time to time Right of Way e The right of way shall be as per the terms and conditions set in the Eligibility Criteria Failure of Supply Due to Force Majeure e The QESCO shall not be liable for any claims for loss damage or compensation whatsoever arising out of failure of supply when such failure is due to force majeure as defined in the Performance Standards Distribution Rules 2005 OBLIGATIONS OF CONSUMERS a Interference with Service 1 Consumers who operate equipment which causes detrimental voltage fluctuations such as but not limited to hoists welders x ray apparatus radio transmitters elevator motors compressors and furnaces must reasonably limit such fluctuations upon request by the QESCO The Consumer will be required to comply with the necessary corrective measures li Separate service is required for x ray units over 5 KVA welder units over 3 kVA radio transmitters and resistance welders iii The QESCO may require the consumers to provide at their own expense special furnace type transformers and reactors and capacitors sufficient to limit secondary short circuit current values to 200 of full load value In such cases the QESCO shall furnish energy at 11 kV vi The
42. e levels and with such other characteristics for different areas 17 Common Distribution System CDS means the distribution system as defined in the Eligibility Criteria Regulations 2003 18 Conductor means a wire cable or other form having suitable capacity for carrying electric current and used for movement or delivery of electricity 19 Connecting Point means the point where the dedicated distribution system of the applicant is connected with the existing common distribution system 20 Consumer means a person or his successor in interest who purchases or receives electric power for consumption and not for delivery or re sale to others including a person who owns or occupies a premises where electric power is supplied 21 Consumer s Mailing Address means the address specified in the consumer s Application and Power Supply Contract form for the purpose 22 Consumer Sub Station means a sub station furnished installed owned and maintained by the consumer 23 Consumption means the amount of electricity used and measured over a given period of time 24 Declared Voltage means the voltage required to be supplied at the consumers terminals with permissible variations according to Performance Standards Distribution Rules 2005 25 Dedicated Distribution System DDS means that part of the distribution system required to supply power for the sole consumption of an applicant and not for supplying power to any o
43. e to poles structures towers vii Branches of trees interfering with overhead conductors viii Loose stay wires ix Construction of new roads buildings or other structures near the line x Damaged or faulty transformer structures including oil leakages xi Leakage of currents in poles and other structures towers xii Unsafe working practices by employees RCDs Residual Current Devices also called Earth Leakage Circuit Breakers ELCBs Ground Fault Circuit Interrupters GFCIs are extremely sensitive circuit breakers that can prevent fires and shocks in electrical installations Obtain specialist advice on their installation at appropriate locations in your electrical systems Electricity is more dangerous in the presence of water During rains near swimming pools tanks or other water bodies in laboratories on construction sites for temporary functions weddings etc special care must be taken to use proper wiring and protective equipment especially RCDs Such installations need to be inspected on a regular basis Use proper circuit breakers in preference to re wireable fuse cut outs Metallic and chemical string must not be used for kite flying as it poses serious danger to life and damages electricity installations Safety clearances from electricity conductors and equipment e g hazardous extension of balconies at the upper stories of houses in mohallas which comes within close proximity of electric lines must be main
44. ection of tariff applicable under section 38 of the NEPRA Act or Under section 39 of the NEPRA Act any consumer interested person including a Provincial Government may file a written complaint with Consumer Affairs Division at NEPRA The complaint shall be processed under the NEPRA Complaint Handling and Dispute Resolution Procedure Rules 2009 and the decision thereon shall be passed The distribution company shall comply with the orders decisions instructions as may be passed by the Authority with regard to the complaint which shall be enforced under the laws rules 46 Annexure I Performance Standards Distribution Rules 2005 To be down loaded by the QESCO from NEPRA s website 47 Annexure I ELIGIBILITY CRITERIA FOR CONSUMERS OF DISTRIBUTION COMPANIES 2003 To be down loaded by the QESCO from NEPRA s website 48 Annexure III Terms and Conditions of Tariff To be down loaded by the QESCO from NEPRA s website 49 Annexure 1V Application and Power Supply Contract Form APPLICATION FORM FOR CONNECTION Application No Date Name of Sub Div Name of Applicant type of connection Father s Husband name Complete Address where connection is required N I
45. ent of minimum fixed charges will be admissible for the actual period of disconnection subject to a maximum of 30 days consecutive days during a period of twenty four consecutive months c That no reconnection fees shall be charged if the consumer gets the connection restored immediately after the expiry of the period of disconnection allowed to him her d A seasonal consumer or a consumer whose connection is lying disconnected shall not be eligible to the allowance given in the temporary disconnection e After the expiry of the period allowed for disconnection as per clause b above the connection shall be deemed to have been restored for payment of minimum fixed charges even if the consumer does not request for reconnection and does not use electricity In case the consumer defaults in making the future bills his her connection may be disconnected and equipment installed at his premises to supply energy be removed after service of notice as per disconnection procedure Restoration of supply to such a premises shall also be regulated as per the Reconnection Policy as given in section 8 3 A consumer who intends to get his her premises disconnected shall apply to the load sanctioning Authority of the connection concerned who will arrange the final bill from the Revenue Officer concerned After payment of final bill the respective load sanctioning Authority will approve the disconnection Disconnection for consumers supply shall be effected thro
46. ers having internet facility can also download their electricity bills from the QESCO s web site Change of Tariff Decisions are taken by Executive Engineers XENs in cases of tariffs Al and A2 In all other cases next higher load sanctioning authorities are competent to change the tariff Within 30 days from the date of receipt of complaint Late intimation of input data after the implementation of Meter Change Orders MCO delayed implementation of MCOs even after replacement of meters Suitable number of installments to pay the outstanding amounts are allowed by the load sanctioning authority proportionate to the delay All the above complaints regarding billing shall be registered in the Sub Divisional Office or Consumer Service Center or One Window Operation in QESCO offices wherein dates for their rectification shall be given to the complainants as per procedure and time frame for handling and redressal of complaints All these complaints shall also be monitored by QESCO Complaint Cells Time Frame for the redressal of each category of the above complaint is given in the various Chapters of this Manual and above also A performance appraisal of all such complaints shall be carried out at the end of each financial year of the QESCO The consumers are encouraged to approach NEPRA in case their complaints are not handled by the QESCO according to this Manual 31 10 4 COMPLAINTS REGARDING FAILURE OF ELECTRIC SUPPLY a b
47. esignated bank For capital contribution the terms of Eligibility Criteria regarding payments shall be applicable The amount against the security shall include The amount as per applicable tariff and load equal to the cost of expected consumption of electricity during the approved temporary connection period The QESCO after the receipt of necessary payment and certificate shall provide the electric power connection immediately as per priority maintained for temporary connections The QESCO shall provide temporary electric connection to the applicant on his demand for a specified period and disconnect the same after the expiry of this period unless extended further on the request of the consumer and confirmation by the QESCO that the purpose for which temporary connection is required still exists The consumer shall apply for extension in the sanctioned period at least one week before the expiry of the sanctioned period The consumer shall pay in advance as security an amount equal to the expected consumption of the period applied for extension The QESCO shall disconnect service without notice whenever it is no longer temporary in character or it is used for unauthorized purposes After the expiry of the contracted period or after the period when connection is no more required and is disconnected the cost of equipment installed for temporary connection shall be reimbursed to the consumer at depreciated rates if it is dismantled and
48. for a Receiving electrical energy from the QESCO NTDC system and b Utilizing such energy by installing step down transformer and all other allied accessories and equipment including protection devices at the consumer premises c The consumer will be responsible for the payment of construction charges and all costs associated with line extensions payable as per provision laid down in the Consumer Eligibility Criteria d The design of the station shall conform to QESCO NTDC design practices guidelines and applicable safety codes 34 11 5 11 6 11 7 Metering Equipment and Installation Requirements a b c d Meter installation shall comply with Pakistan Standard Institute PSI or International Electric Technical Commission IEC standard or Standards developed adopted by the QESCO NTDC The QESCO NTDC shall determine the location and method of installation for all metering equipment as provided in the distribution code Grid Code and related manuals Whenever any electrical wiring is modified new metering equipment complying with these service requirements shall be used except when in the opinion of the QESCO NTDC the existing metering equipment is satisfactory and adequate to register all energy to be supplied Line side unmetered conductors and load side metered conductors are prohibited from occupying the same enclosure GROUNDING SYSTEM As defined in Distribution Code Grid Code and the PS
49. ght source is too far away from what you want illuminated c Over lighting when more light is used than is needed when a free source such as day light is not used and when lights are on for no reason e g when no one is present d Three major ways to save 1 Turning lights off when they are not needed ii Reducing light levels wherever you have more light than you need iii Installing more efficient lighting or controls INFORMATION ABOUT BENEFITS OF SAVING ELECTRIC POWER QESCO shall provide sufficient information to the consumers to make them aware of the benefits of efficient use and saving of electric power which in turn would result in savings to the utility QESCO shall publish pamphlets or make advertisements or issue handbills from time to time for the education of consumers with regard to efficient use and saving of electric power QESCO shall inform consumers about energy efficiency opportunities by way of information inserts included in monthly bills MONITORING USE OF ENERGY The consumer shall be educated and encouraged to prepare the figures of months energy bills for the last calendar year and this year by collecting from the monthly bills and recording in the table given below Comparison of these figures on monthly basis shall give the baseline for making efforts for potential savings In this way keeping in view all the suggestions for saving and keeping a strict watch on the energy consumption
50. hazanfar Ali Mgr P amp E 9201626 206 0346 8337002 Abdullah Shah DM P 9201626 219 0346 8337160 Ziaullah Shah AD P amp D 0346 8337162 Gulzar Jogezai DM P amp D 0346 8337161 Saeed Qamar AM P 9201626 230 0346 8337285 64 Ashraf Tareen SE 9211415 0346 8337098 Mushtag Ahmed Jadoon DCM 2449586 0346 8337132 Iqbal Nagori Hafiz M Irshad DM Tech XEN 2449586 9202027 2856717 0346 8337173 0346 8337099 David Das RO 2666012 2844508 0343 2522716 Malik Aslam SDO S Town 9211699 0346 8337101 Asad SDO G Mandi 2869001 z 0346 8337100 M Nadeem SDO L Bazar 9201097 0346 8337104 Haji M Ibrahim SDO M Dar 9211330 0346 8337107 Mujeeb Marri XEN 2869297 0346 8337122 Mohsin Bukari RO 9211341 0333 7807505 Bangul Marri SDO Sariab 9211626 0346 8337125 Wali Kakar SDO S Manda 2870294 0346 8337170 Aziz Rind SDO Spezand 2470728 0346 8337015 Ali Shah SDO Kirani 9211722 0346 8337127 Sikandar Ali Khawaja SDO Browory 2830235 0346 8337134 Shoukat Jogezai XEN 9202665 0346 8337108 Ali Qadar RO 2823403 2844474 0333 7846547 Ivon Das SDO Katchary 9211553 0346 8334777 lbrar Sherazi SDO Canitt 2662221 0346 8337115 Ghulam Mujtaba SDO Kuchlack 2890076 0346 8337117 Shah Zaman Kakar SDO M Abad 9202558 0346 8337118 65 Abdul Rahim SE 410408 0346 8337174 Hamzazai Mansoor Umer DCM
51. he QESCO QESCO to interest its name will also be provided to the consumer for his record The consumer may lodge complaint against non provision of such completed copy Signatures of the Consumer as a token of receipt of a copy of the set 54 Contract for Consumer Connection and Supply of Electric Power This Contract for Consumer Connection and Supply of Electric Power Power Supply Contract is entered into between Mr Ms Mrs M s ___ consumer AND QESCO onthe__dayof___ s at Whereas the consumer had applied vide Application Form dated ___ for a load of to QESCO Whereas the QESCO had issued a demand note dated ___in the favour of consumer in the amount of Rs which was duly deposited by the consumer on _____ vide receipt no Whereas the consumer has in line with the provisions of Consumer Eligibility Criteria 2003 deposited the charges complied with the safety requirements and its electrical installations checked and verified by a certified Electrical Engineer registered with the Pakistan Engineering Council Whereas the QESCO has also verified the electrical installation at the consumer s premises and ensured its soundness for the purpose of its connection to its distribution system Now therefore the parties to this contract hereby agree as follows 1 The QESCO shall provide the distribution services to the consumer in accordance with the terms and conditions approved by its licensing authority i e
52. he Tariff Terms and Conditions Maximum Demand As defined in the Tariff Terms and Conditions Industrial Supply As defined in the Tariff Terms and Conditions PPR ON ee A Maximum Demand Indicator MDI As defined in the Tariff Terms and Conditions 10 Month As defined in the Tariff Terms and Conditions 11 Power Factor As defined in the Tariff Terms and Conditions 12 Temporary Supply As defined in the Tariff Terms and Conditions OTHER DEFINITIONS Applicable Documents means the rules and regulations issued in pursuance of the Act by the Authority from time to time relating to the generation distribution and transmission license the grid code the distribution codes Consumer Service Manual and any documents instruments approvals or authorizations issued or granted by the Authority in exercise of its power under the Act 14 Applicant means any person who applies to a distribution licensee for provision of electric power service or modification thereof 15 Application A request to the authorized office of the QESCO for an electric service connection on the prescribed form Form annexed as Annexure IV 16 Bulk Power Consumer BPC means a consumer who purchases or receives electric power at one premises in an amount of one megawatt or more or in such other amount and voltage level and with such other characteristics as the Authority may determine and the Authority may determine different amounts and voltag
53. ill Distributors on the same day for distribution to respective consumers The Bill Distributors shall deliver the bills at the premises of the consumers within a day of receipt of the bills by them for distribution Bills for industrial consumers and MDI connections above 20 kW load shall also be distributed to the respective consumers through Bill Distributors who shall obtain the acknowledgements of such bills from the consumers in the Bills Delivery Books COLLECTION PAYMENT OF ELECTRICITY BILLS a b c All Commercial Bank Branches and Post Offices of the respective City District where connection exists shall be collecting Electricity Bills from consumers who have been given option to deposit their Electricity Bills in any designated bank branch post office Online payment and payment through Credit Cards or through cheques at designated bank branches can also be made where possible NADRA KIOSK are also authorized to collect electricity bills Procedure in brief regarding payment of bills in Banks Post Offices is as under i In order to avoid late payment surcharge consumers shall pay their bills and demand notices in bank branches in cash or through Pay Orders Bank Drafts Crossed Cheques Consumers can also make payments to Revenue Offices through Crossed Cheques or Bank Drafts For payments to avoid levy of late payment surcharge made through cheques a grace period of at least three days be given for the realization of pay
54. ime schedule laid down in relevant chapter s COMPLAINTS REGARDING BILLING a Common billing complaints including but not limited to the following shall be entertained for redressal reply within the time as given below i Errors in bills arising from wrong meter readings wrong calculation of charges etc within 7 days from the receipt of complaint ii Tariff changes within 30 days from the receipt of complaint iii Defective meters within 2 billing cycles for meters charged under defective code iv Wrong application of surcharge eg late receipt of bank scrolls or loss of a scroll within 3 days of receipt of complaint v Adjustments arising on various matters including extension of due date and waiver of surcharge within 3 days from the receipt of complaint vi Generally the data for bills preparation is not sent in time to the QESCO s Computer Center This has consequential effects and in turn consumer bills are delayed as they do not get SEVEN clear days for payment of bills In such cases the Officers of QESCO can extend the date in accordance with powers delegated to them vii Bills calculated on an average basis are usually on the higher side which need reconsideration and correction from the next higher authority within 15 days from the receipt of complaint viii Detection bills are prepared on the basis and for a period not acceptable to the consumers if referred to QESCO decision within 15 days fr
55. ing for the purpose of illuminating public lamps within the area of its jurisdiction 45 Reliability means the degree of performance of the elements of the electric power system that results in electricity being delivered to consumers within specified standards 46 Rural Area means the area falling within the jurisdiction of all rural local bodies including without limitation Union Councils Tehsil Councils and Zila Councils 47 Sanctioned Load means the load in kilowatts sanctioned by the QESCO 48 Service Drop means the cable of appropriate current carrying capacity to connect the CDS DDS to the Premises at the inter connection point The maximum length of this cable shall be such that the voltage at the inter connection point does not fall below the specified limits 49 Secondary Service Connection means a connection which is provided at 400 volts or below 50 Service Wires or Connection means the group of cables conductors whether overhead or underground necessary to connect the service entrance conductors of the consumer to the QESCO s supply line regardless of the location of the QESCO s meters or transformers 51 Sponsored Dedicated Distribution System means where a Common Distribution System CDS doesn t exist and is required to be developed for provision of service on behalf of expected applicants by any person agency other than the applicant s such person agency shall be called the Developer Sponsor D S and s
56. irements 13 7 SUGGESTIONS AND RECOMMENDATIONS a Form an Energy Team Energy teams in manufacturing facilities track and report energy use identify energy saving opportunities develop an energy plan and implement cost saving measures Energy teams typically include members from plant and process engineering maintenance engineering procurement and production Any energy team will enjoy greater success with support and involvement from senior managers who can remove barriers and commit resources to projects b Objective of Energy Team Performing a formal energy assessment is one of the best ways that your team can develop a cost effective plan to lower plant energy costs The energy assessment team which sometimes includes outside experts in energy management and troubleshooting works both during and after the assessment process to 41 i Evaluate all of the industrial systems to calculate how and where your plant uses energy ii Help find opportunities to increase efficiency iii Determine potential upgrades and emerging technologies that might work for your plant and iv Implement cost saving measures c Employee Involvement Emphasis will be given on the employees involvement by educating and encouraging them to follow the tips like i Turn off lights when leaving work areas ii Report leaking faucets lavatory fixtures piping etc iii Keep windows and outside doors closed if air conditions are in use i
57. ligibility Criteria Performance Standards Distribution Rules 2005 Distribution Code Safety Code and Grid Code 36 12 4 d No additions alterations repairs and adjustments to existing installations except such replacement of lamps fans fuses switches low voltage domestic appliance and fittings as in no way alter the capacity and the character of the installation shall be carried out within a consumer s premises except by a licensed electrical contractor e In case of fatal electrical accident to a person an immediate report shall also be made to the nearest police station and to the QESCO s Complaint centre NTDC f Any consumer committing a breach of procedures rules outlined above shall render himself liable for disconnection of his electric power and punishment with punitive damages SOME USEFUL SAFETY TIPS Electricity while being a very useful and convenient form of energy has a number of hazards and consumers would be wise to treat electrical installation with respect The following tips shall be kept in mind a b c d e 2 Hazardous conditions on utility systems shall be monitored and immediately reported to the OESCO 1 Damaged or faulty insulators il Burns on conductors insulator pins or metal work lil Damaged cross arms on ploes structure towers iv Broken strands or wires on overhead conductors or fallen wires v Uneven sagging of lines vi Leaning or damag
58. manner of application by the consumer for obtaining electric service connection along with details of any documents to be submitted in support of the application Time frame for providing service connection to the consumer Procedure and manner for installation of meters and other facilities for connection The procedure and manner for billing the time limit of payment of bills and procedure for collection of bills Fees and charges for connection installation of meters other facilities for connection and reconnection 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 Collection of arrears upon or following reconnection 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 connection and service Requirement of safety and security Efficient use of electric power including with reference to characteristics of supply or usage such as time of day week or season Procedure and the time frame for handling and redressal of different types of consumer complaints 1 3 1 4 13 The Consumer Service Manual shall also act as the code of conduct of a distribution licensee and to be used in conjunction with the provisions of
59. ment and these days are included in the fifteen 15 days grace period ii The Banks Post Offices shall receive bills acknowledge the receipt of payment by stamping the bills and the counterfoils as PAID indicating the amounts received Authorized officer of Bank Post Office shall sign bills and counter foils in order to authenticate the transaction iii The Bank branches Post offices shall retain counterfoils and return the acknowledged bills to payers consumers QESCO may develop and offer to consumers an option to receive bills and make payments via Internet or in such other manner as may be possible convenient and effective 19 71 7 2 7 3 74 7 5 7 6 CHAPTER 7 TARIFF TARIFF Tariff means the rates charges terms and conditions for generation of electric power transmission interconnection distribution services and sales of electric power to consumers by a QESCO QESCOs shall charge only such tariff from consumers as is approved by NEPRA and duly notified by Government of Pakistan from time to time QESCOs shall apply to NEPRA for any change of tariff to be charged from different categories of consumers AVAILABILITY OF SCHEDULE OF TARIFF The schedule of tariff as approved by NEPRA and notified by the Government of Pakistan shall be made available in QESCO offices and shall be provided to the consumers on demand free of cost copy thereof is attached as Annexure III All consumer queries clarifications
60. nd execute agreement on behalf of the Company along with Memorandum and Articles of Association of the company Available site plan Industry premises where connection is required In case of change of name reconnection extension or reduction of load a certificate from the Revenue Office QESCO QESCO to interest its name to the effect that no areas are outstanding against the premises along with proof of owner ship NOC Any other information if required by the company for connections above 11kV as per requirements of the Distribution Code and the Grid Code wherever applicable 51 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 PART II FOR OFFICE USE Date of Survey Authenticity Certificate of particulars given by consumer Load at site kW Tariff Applicable Material required as per attached estimated Size of plot verified Proposed Reference No Whether area electrified un electrified Housing Society Name of feeder Date put up to Sanctioning Authority for sanction Date of sanction Amount of sanctioned estimate Demand Notice No and date Load sanctioned
61. ned above d Attested copies of CNIC of the applicant and two witnesses e The power of attorney in case of a Company in favor of the applicant to the effect that the applicant is authorized to sign the application and execute agreement on behalf of the Company f If the connection is applied in the name of a company duly incorporated under the law then following additional documents shall be attached 1 Certificate of incorporation ii Resolution of Board of Directors authorizing a person to sign and execute the application and agreement form iii Charge creation certificate issued by the Securities and Exchange Commission of Pakistan equivalent to the amount of security iv List of directors with complete addresses and copies of their computerized national identity cards g Available site plan of industry premises where connection is required h In case of change of name extension or reduction of load a certificate from the Revenue Office QESCO to the effect that no arrears are outstanding against the premises along with proof of ownership NOC Wiring test report would be required in case of extension reduction of load DESIGN COST ESTIMATE AND DEMAND NOTICE a After the receipt of Application Form along with the required documents the QESCO Office shall issue an acknowledgement receipt and a serial number to the applicant for further reference processing etc Based on the site inspection the application
62. nual If any material is available at site or is lying with the QESCO against the consumers premises the same shall be considered and will be accounted for in preparing the estimate for the dedicated system of the consumer d Relief to industrial as well as agricultural tube well consumers shall be given as per insensitive package introduced from time to time Consumers are advised to contact their local QESCO office for further details e The disconnected consumers whose arrears have partially or totally been set aside by Courts Electric Inspectors POI NEPRA or QESCO s competent authorities or have been allowed part payments shall be allowed reconnections on deposit of remaining arrears or their first installment 8 5 COLLECTION OF ARREARS UPON OR FOLLOWING RECONNECTION a Causes of Increase of Amounts in Arrears 1 The consumers who default in making payments by due dates shall be issued disconnection Notices printed on monthly Electricity Consumer Bills The connections of consumers who still do not make payments of their arrears shall be disconnected on the maturity of disconnection notices after expiry of the stipulated period li In case of the consumers who shift sites of their tube wells poultry farms cattle farms and industries to other locations without clearing the pending electricity bills QESCO shall take legal action to recover the arrears 25 ili The consumers who sell their houses shops industries seasonal
63. om the date of receipt of request 30 b ix x Xi xii xiii xiv xv xvi xvii Detection bills issued on mere assumptions or reasons which cannot be attributed to consumers involvement in illegal act theft of energy if referred to QESCO decision within 7 days from the date of receipt of the complaint Wrong billing due to wrong meter reading within 3 days from the receipt of complaint Delay in issue of 1 Bill against New Connections Maximum of Two billing cycles The consumer should receive his 1 bill within 2 months of the date of connection The bill should have the appropriate slab for the period If delivered later it should have appropriate slab corresponding to the number of months for which the accumulated reading bill delivered Inclusion of paid amounts in next months bills Revenue Officers ROs as well as Bank Managers In charge Post Office where the last bills were paid are competent to amend the bills same day upon production of previous paid bill Arithmetical Errors ROs and SDOs are both competent to correct such bills forth with upon receipt of the complaint Late delivery of bills As printed on the reverse of the monthly bills in such cases the Officers of QESCO can extend the date in accordance with powers delegated to them Issuance of duplicate bill SDOs and ROs and In charge Customer Services Centers are competent to issue the duplicate bills Same day Consum
64. ordance with the QESCO s specifications In the case of multiple position or grouped meter connections conductors from the source of supply shall be continuous to the last meter and connected to the meter connection terminals in accordance with the QESCO s requirements 4 4 Meter Replacement a b c d 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 Should the QESCO at any time doubt the accuracy of any metering equipment the QESCO 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 incorrect the impugned metering equipment shall be removed from the premises with the written consent of the consumer and the QESCO in the absence of any interference or alteration in the mechanism of the impugned metering equipment being detected by the QESCO shall install a correct meter without any further delay Where it is not possible for the QESCO
65. provision of electric power services 2 2 APPLICATION FOR SERVICE CONNECTION a Application and Power Supply Contract A amp PSC Forms in English and Urdu are available free of charge in each sub divisional divisional circle office of QESCO and on the QESCO webpage as annexure IV b An applicant shall be required to fill in the forms and attach the required supporting documents as detailed therein c Any assistance or information required in filling the application form shall be provided to the applicant by the QESCO staff in the office where form is to be submitted d Application for new connection can be submitted at QESCO concerned office in person or by registered mail A receipt as acknowledgement of the forms shall be issued by the QESCO office 2 3 DOCUMENTS TO BE ATTACHED WITH THE APPLICATION Documents to be attached with the Application and Power Supply Contract are as follows a Ownership proof of the premises where connection is required as determined by the QESCO b An affidavit from the owner of the premises to the effect that no connection existed previously at the premises for which connection is applied for and that he shall pay the QESCO any outstanding dues in respect of any previous connection which existed at the premises in question if noticed later on c No Objection Certificate from the landlord if the applicant is a tenant along with landlord s proof of ownership and affidavit mentio
66. resence of QESCO s authorized representative by means of a duly calibrated check meter installed in series with the impugned meter or through a Rotary Sub Standard or digital power analyzer and has given the result of his test The charging of consumers on the basis of type of defect or fault where the meter has become defective and is not recording the actual consumption will be as per table below Type of fault Cost of Mode of Competent Appellate Period of Loss Remarks defect replacement of determination of meter consumption Authority Authority Defective damag Cost to be borne As given above at The On meter being Nil ed burnt meter by QESCO 4 4 e Competent declared as not due to defective Next Defective consumer fault Authority to higher office charging to a determine type Review maximum of of fault defect Committee POI two billing shall be the cycles for respective load NEPRA in the regular bills sanctioning order of No previous authority appearance charging on defective code Slowness owing Cost to be borne Through previous do do do Test check to age other by QESCO consumption data Proforma to be reasons not Check meter got signed by related to illegal Slowness through the consumer abstraction check Rotary his authorized stealing Substandard Grid representative meter power or POI at the analyzer time of inspection Meter defective Consumer to pay Verification of lo
67. s vii Have the ventilating and air conditioning systems serviced and adjusted viii Turn off machines and equipment when not needed ix Make sure all automatic controls are in good working condition and are set properly x Ensure all motive machinery is properly lubricated and maintained b The following steps may be read carefully i Find out last year s energy use and cost Twenty to thirty percent savings may be possible with little effort ii Do an energy audit Take a good look at how and where you use and waste energy iii Get some expert help with the audit if needed 38 13 3 13 4 13 5 iv Ask friends for their ideas and listen to their concerns about health and comfort They should be fully involved in energy management efforts v Decide the top priority things to do Include them in the Energy Action Plan vi Do them with outside help if needed The sooner a start is made the better savings are made vil Keep a record of savings See if what has been done is working and how much being saved LIGHTING Lighting energy can be wasted in several ways such as a Inefficient light sources when the lamp or fixture is inefficient in converting electricity to light using more watts units of electric power than necessary to produce the lumens units of light output b Illumination losses when dirt or some other obstruction blocks some of the light or when the li
68. s genuine operationally safe and the equipment has a reasonable serviceable life On receipt of payments the QESCO shall issue reconnection orders for implementation by the field office after fulfilling the formalities as per Reconnection Policy mentioned above and immediately regularize the billing after execution of reconnection SECURITY DEPOSIT AND CHARGES FOR RECONNECTION Once a consumer applies for reconnection he shall be charged security deposit as per the following policy i For consumers whose security has not been adjusted against the outstanding arrears and their disconnected period is also less than or equal to 365 days no additional security deposit shall be charged ii For consumers whose security has been adjusted against the arrears and their disconnected period is within 365 days or less only the amount of adjusted security shall be charged iii For consumers whose security has not been adjusted against arrears but their disconnected period is more than 365 days for such consumers the difference in amount between the security deposit already available with the QESCO and the prevailing rate at the time of reconnection shall be charged 24 iv For consumers whose security has been adjusted against the arrears and their disconnected period is also more than 365 days for such consumers the security at the prevailing rate shall be charged b Reconnection fee shall be recovered as per following rates for the amount of
69. s the guantity of electrical energy over a period of time 34 Horsepower HP means a practical unit of power representing the ability to do work by some kinds of electrical eguipment One HP is eguivalent to 746 watts of electrical power 35 Interconnection Point means the point where the metering installation and protection apparatus of the consumer is connected to the dedicated distribution system 36 Interruption means loss of electric power to one or more consumers 37 Load Factor means the ratio of average load over a designated period to the peak load in that period 38 Nominal Voltage means a suitable approximate value of voltage used to designate or identify a system 39 Overloading means a condition under which part of the system is subject to a electric power current in excess of the normal design rating of that part of the system and not due directly to system fault current 40 NTDC means National Transmission and Dispatch Company as licensed by NEPRA 41 Power Factor means the ratio of kWh to kVAh recorded during the month or the ratio of kWh to the square root of sum of square of kWh and kVARh 42 Premises means the building site location where Electric Power is required consumed 43 Primary Service Connection means any connection which is provided at 11 kV or above 44 Public Lighting Supply means a supply given to a Government Department Agency or a Housing Society charged with public light
70. shi SDO Zhob 0822 412991 0346 8337195 412991 Dur Muhammad SDO Muslim Bagh 669238 669238 0346 8337194 Zahoor Merri SDO Khanozai 427423 0346 8337196 M Hashmat SDO Qilla Saifullah 0833 0346 8332564 200113 Sub Office Ziarat LS Incharge 0833 0315 5546161 Sher Ahmed 560261 0333 444616 66 Karim Baloch SE 412901 0346 8337028 Waja Manzoor DM Tech 2450979 0346 8337030 Vacant DCM 2448102 0346 8337029 Karam Bux Badini XEN 872371 872371 0346 8337038 M Anwar Shahwani RO 872054 872054 0346 8535885 Arif Sasoli SDO Noushki 872290 872290 0346 8337042 Naveed Ahmed SDO Kharan 0847 510286 0346 8337283 510286 Kafayatullah SDO Dalbandin 0825 0346 8337045 211094 Shahid Hussain XEN 210536 210431 0346 8337031 Raisani M Azam RO 210622 210622 0301 3799070 Abdul Qayyum SDO Kalat 210657 210657 0346 8337032 Bangulzai Essa Jan SDO Kanak 0843 700735 0346 8337034 700735 Haji M Nawaz SDO Mastung 0843 895700 0346 8337033 895700 Amir Ali Bugti XEN 412904 0346 8337400 Haleem Mengal RO 412904 0345 8373175 Muhib Ali Doomki SDO Khuzdar 0848 413799 0346 8337035 413799 Saifullah SDO Khuzdar Il 0848 0346 8337036 412900 Saeed SDO Surab 0848 421601 0346 8337037 421601 Hassan Ali Magsi XEN 412228 412228 0346 8337046 Manzoor Ali Sheikh RO 412205 412205 0342 3370049 Shukar ullah Baloch SDO T
71. sional Officer Sub Division Chief Engineer Chief Executive Officer Commercial Procedure Form QESCO Computer Center Deputy Commercial Manager Disconnection Order Director General Commercial Distribution Company Divisional Manager or Executive Engineer Division Demand Notice Equipment Removal Order General Manager Customer Services Kilo Watt Hour Late Payment Line Superintendent Grade I Line Superintendent Grade II Manager Commercial Meter Change Order Maximum Demand Indicator Manager Operations or Superintending Engineer Circle Meter Supervisor Grade I Meter Supervisor Grade II Meter Security Box National Electric Power Regulatory Authority Pakistan Electric Power Company Reconnection Order Revenue Officer AM CS Service Connection Order Store Requisition Technical Director CHAPTER 2 NEW CONNECTION EXTENSION AND REDUCTION OF LOAD CHANGE OF NAME 2 1 GENERAL INFORMATION Information desired from QESCO relative to subject matters covered by this Manual may be obtained by personal call by telephone or by mail and is also available on the web QESCO QESCO to insert web address The local office of the area is the main contact office where a separate window is available in addition to the consumer service centers established by QESCO to provide all necessary information required regarding application for new connections and all other matters relating to consumer services and
72. tained to avoid electrocution Animals must not be tied to poles structures towers of electricity lines in order to avoid accidents electrocutions 37 13 1 13 2 CHAPTER 13 EFFICIENT USE AND CONSERVATION OF ELECTRIC POWER GENERAL QESCOS shall take steps towards improving the quality and reliability of electric service to maximize the value of the energy that is used and to increase the sale of power Electricity adds to the quality of life hence it makes good sense to use it wisely Consumers are advised to be energy smart ENERGY EFFICIENCY AND ENERGY SAVINGS The use of present day technology boosts the efficiency of energy systems such as the super efficient compact fluorescent lamps This revolutionary yet reliable bulb yields the same pleasing light as a conventional incandescent while consuming less electricity There are many other proven ways to maintain and operate energy systems to save energy costs all the time many of which are at low or no cost a Many of the quickest and easiest ways to save energy also cost little or nothing In fact a lot of energy savings can be achieved by doing the following 1 Turn off lights when not needed li Remove unneeded light bulbs ili When replacing bulbs use lower wattage or more efficient ones iv Reduce air conditioning thermostat setting v Reduce air conditioning during unoccupied hours vi Reduce air conditioning before the end of operating hour
73. the National Electric Power Regulatory Authority Authority 2 The Consumer Service Manual which can be obtained from the QESCO providing for the rights and duties of both the QESCO and a consumer shall be binding on both the parties and shall be referred to by the parties to deal with different aspects of services to be rendered by the QESCO In witness whereof the parties hereto execute this Contract of Power Supply on this day of QESCO Consumer Witnesses 1 2 55 Annexure V Categories of Consumers As specified in tariff terms and conditions To be down loaded by the QESCO from NEPRA s website 56 Annexure VI Time Frame for New Connections As specified in NEPRA Performance Standards Distribution Rules 2005 To be down loaded by the QESCO from NEPRA s website 57 Annexure VII Security Deposit Rates To be inserted by QESCO 58 Annexure VIII Theft illegal Abstraction of Electricity by Registered Non Registered Consumers and Defective Meters Matrix 59 IMPORTANT TELEPHONE CELL NUMBERS OF QESCO OFFICERS amp COMPLAINT CENTRES CONTENTS Formation CEO FD GM Tech PD GSC CE CSD Mgr MIS CE T amp G CE OD CE Dev CE O amp M CE P amp E Op Circles Central Circle Quetta a City Division b Sariab Division c Zarghoon Division d Pishin Loralai Circle a Loralai Division b Qilla Saifullah Division Khuzdar Circle a
74. then in such a case the QESCO shall install a check meter in series with the impugned meter and declare the check meter as the billing meter Difference between the consumption of the two meters to be recorded and the same may be charged to the consumer for a maximum of two billing cycles However it must be ensured that this would not be a DETECTION BILL See the matrix at Annexure VIII 29 10 10 1 10 2 10 3 CHAPTER 10 CONSUMER COMPLAINTS GENERAL Complaints in respect of new connections meter reading and billing electric supply failures and other matters relating to supply of electric power services shall be handled by QESCOs expeditiously In order to redress consumer complaints Consumer Services Centers shall be approached for all types of complaints to be lodged by the consumers Additionally One Window Operations are established in the QESCO offices wherein all types of complaints are received from the consumers who are given acknowledgement of the same with definite dates for their replies according to time frame for handling and redressel of such complaints QESCO shall handle a complaint in accordance with the procedure as laid down in this chapter COMPLAINTS REGARDING NEW CONNECTIONS Complaints in respect of non availability of Application and Power Supply Contract A amp PSC and other material delay in issuance of Demand Notices etc shall be attended properly and connections given as per procedure and t
75. ther consumer and shall comprise of the distribution system from the connecting point up to the interconnection point of the applicant including the metering and service wire and such other connection arrangement 26 Distribution Sub Station means a sub station furnished installed owned and maintained by the QESCO Licensee 27 Distribution Lines mean overhead lines and or underground facilities consisting of conduit and cable which are operated at nominal distribution voltages 28 Distribution Facilities means electrical facilities operating at distribution voltage and used for movement or delivery of electric power 29 QESCO means a utility entity engaged in the business of distribution of electric power as licensed by NEPRA 4 30 Drop Out Fuse means a current interrupting device the mechanism of which is so designed that on melting of a fuse link the fuse carrier drops out to exhibit an open gap in the primary circuit 31 Earthing or Grounding means electrical connection to general mass of earth in such a manner as to ensure at all times an immediate discharge of energy 32 Consumer Eligibility Criteria means criterion for a non discriminatory provision of distribution service and sale of electric power to all the consumers within the service territory of a distribution company prescribed by NEPRA vide SRO 743 I 2003 dated July 26 2003 as amended from time to time 33 Energy Meter means a device that register
76. ty of load and the prevailing rules when an applicant demands electric supply for a specific time period not exceeding three months which may be further extendable on three months basis up to 12 months by the load sanctioning authority subject to clearance of outstanding dues In case the connection is to be continued more than 12 months then it will be allowed under regular tariff upon fulfillment of requisite information as explained for new connection in Chapter 2 b An applicant may apply for temporary connection for the following purposes 1 Illumination and lighting for weddings festival functions exhibitions or national and religious ceremonies etc ii Construction of buildings iii Testing of industrial equipments iv Any other emergent requirement of temporary nature Procedure For Application a b c The applicant shall apply for temporary connection to the competent load sanctioning Authority as per corresponding regular category of connection The applicant shall attach NOC Authorization from the local Authority where applicable along with the documents as mentioned in the application form The sanctioning authority shall approve in accordance with the Eligibility Criteria Regulations 2003 11 3 3 2 d e a b c d The applicant shall be served with Demand Notice for the cost relating to the Dedicated Distribution System and security which will be deposited with the d
77. uch a system for the purpose of ECR 2003 will be referred as the Sponsored Dedicated Distribution System SDDS 52 Tariff Schedules means the rates charges terms and conditions for generation of electric power transmission distribution services and sales of electric power to consumers by QESCO as approved by NEPRA and notified by the Government of Pakistan 53 Underground Distribution System means an electric distribution system with all wires installed underground except those wires within surface mounted equipment enclosures 54 Urban Area means the area falling within the jurisdiction of all urban local bodies or development authorities including without limitation Town Committees Municipal Committees Municipal Corporations Metropolitan Corporations and Cantonment Boards 55 Voltage means difference of potential or electric pressure in an electrical circuit measured in volts 56 Voltage Drop means the reduction in the voltage between two reference points ST Voltage Fluctuation means a series of voltage changes or a cyclic variation of voltage 15 ACRONYMS ABBREVIATIONS TO BE UPDATED BY EACH QESCO A amp PSC AMO or SDO CE CEO CP Form DCC DCM DCO DG COM QESCO DM or XEN DN ERO GM CS kWh LP LS I LS TI M COM MCO MDI MO or SE MS I MS II MSB NEPRA PEPCO RCO RO SCO SR TD Application and Power Supply Contract Assistant Manager Operations or Sub Divi
78. ugh removal of such facilities to avoid misuse of electricity during the period of disconnection NOTE In all cases of reconnection MCOs or any case where meter is changed for any other reason Part III and Part IV of the application form will be filled out and a copy sent to the consumer for his information duly signed by the officer in charge RECONNECTION The disconnected premises shall be reconnected at the request of the consumer if all outstanding electricity charges are paid and subject to the following policy a RECONNECTION POLICY A disconnected premises shall only be reconnected after recovery of all outstanding energy consumption charges and Minimum Fixed Charges as follows 22 A For General Supply Tariff A 1 S amp A II single Minimum fixed charges of Rs 100 only for any period phase only B For General Supply Tariff A 1 amp A II a Minimum fixed charges for actual period 3 Phase Connections of disconnection of supply if period of disconnection is up to ninety days 4 amount of arrears due up to date of For Industrial Supply Permanent disconnection b In case the period of disconnection of supply Tariff Bel B2 B 3 B 4 is more than ninety days and upto three years then the For Agriculture tube well and lift irrigation pumps minimum fixed charges will be recovered one month for every quarter in addition to the minimum fixed D dang D charges for ninety days Period less than
79. uipment to be shifted to another place or position within the same premises he shall give not less than 7 days notice to the QESCO giving reasons also The QESCO after its satisfaction may shift the metering equipment upon receipt of such a request upon deposit of such shifting charges by the consumer as demanded through a demand notice by the QESCO 4 3 METER INSTALLATION a b c d The QESCO shall make its best endeavor to install the meters in accordance with the latest industry standards and workmanship All meters shall be installed on a non flammable board in a true vertical position in a manner that will prevent water from entering the meters or meter cabinets When metering equipment is installed in a multiple occupancy building two or more occupants the meter connection devices shall be labeled tagged or stenciled showing the complete address and location of the area served such as the apartment office or store in the building and account no of the consumer for which the metering equipment is being installed Conduit or wire connections to a meter connection device other than that for a single phase 230 Volt self contained meter shall be made below the meter terminal block 13 e f The metering equipment shall be installed with permanent attachment to a rigid vibration free wall or structure When such facilities are installed indoors the consumer shall provide and install a mounting board in acc
80. unted transformer if available in the sub division or after arranging from some other sub division to meet with the emergency till proper transformer is arranged for replacement iv Trimming of branches of trees touching the electric lines as well as other preventive maintenance work shall be carried out in order to avoid unnecessary trippings damage to electric installations as per well advertised programme v Attend individual complaints of consumers vi The complaints regarding low voltage at consumer s premises shall be investigated by Sub Divisional Officer and remedial measures taken so as to improve the voltage thereby reducing the chances of damage to electric gadgets of the consumers vii The complaints regarding sub standard quality of supply shall also be investigated by the Sub Divisional Officer and remedial measures adopted so as to improve the same At the end of each shift in the complaint office an abstract shall be prepared as follows i Number of complaints received ii Number of complaints attended iii Number of complaints lying un attended with Sr Nos and reasons The QESCO shall have independent Complaint Offices to attend such complaints These complaint offices shall work on 24 hours basis even during holidays The working of these complaint offices is to be supervised by higher officers as well as QESCO s Complaint Cells SPECIAL ARRANGEMENTS FOR HANDLING SPECIAL REQUESTS FROM ELDERLY AND HANDICAPPED C
81. urbat 411440 411440 0346 8337047 Habib ur Rehman SDO Panjgoor 0855 641041 0346 8337049 641041 Moheem Khan SDO Gawadar 0864 210188 0346 8337048 210188 SDO Tump 0852 310390 0346 8337050 310390 Saleh M Zehri PD 9202821 2820446 0346 8330444 Yasir Fahim AM F 9203729 0321 8103243 Ashraf Tareen Dy Manager KFP 2831144 0333 7894343 Abdul Salam Mengal XEN RED 1 9203706 0346 8330777 M Jawad Jaffar SDO 2449432 0346 8337138 Saeedullah Kasi SDO II 0346 8330888 Shahid Rahim Zehri SDO III 0346 8337140 Ezaz Baig XEN II 2829484 2823317 0346 8330555 Ghulam Abbas SDO I Q Saifullah 0823 0346 8337150 610756 Amanullah Tareen SDO II Loralai 0824 0346 8337147 410859 Wali Khan SDO III 0826 0346 8337149 Pishin 420782 67 D A Yar 510041 Wali Achakzai XEN III 0346 8337151 Waryam Manjho SDO I Sibi 9230189 0346 8337152 Zafar Chalgari SDO II 0838 0346 8337153 Mehboob Silachil SE GSO 9211656 0346 8337206 Samiullah XEN P amp l 9211655 0346 8337208 Iqbal Bariach XEN GSO 9211645 0346 8337216 Sariab Yousaf Shah XEN City 9203283 0346 8337099 Faroog Jakhrani XEN Sibi 9230195 9230195 0346 8337243 Shah Ahmed XEN Loralai 0346 8337240 S Qarban Shah XEN Turbat 412020 412020 0346 8337247 2880771 2444149 0347 4440552 220 Industrial XEN 2892144 2892333 132KV Sariab XEN
82. us classes has been introduced The advantage of TOD metering is that the rates are less in off peak hours as per the schedules of TOD In addition it also helps in reducing the Peak Demand on the system Consumers are advised to avail the facility of TOD metering 20 8 1 8 2 CHAPTER 8 DISCONNECTION AND RECONNECTION DISCONNECTION A premises is liable to be disconnected if the consumer is a defaulter in making payments of the energy consumption charges bill s or if he is using the electric connection for a purpose other than for which it was sanctioned or if he has extended his load beyond the sanctioned load even after receipt of a notice in this respect from the QESCO Disconnection Procedure a b d e The consumer shall be bound to pay his energy bill within due date specified in the bill or with the late payment surcharge if paid after due date before the issuance of the next month bill In case of non payment of the previous months electricity bill the QESCO shall serve a clear 7 days notice to the defaulting consumer to either clear the out standing dues with the current bill or face disconnection and penal action Upon non receipt of payment even after the expiry of the notice period the supply of the defaulting premises shall be disconnected In such cases the disconnected supply shall not be reconnected or restored by the QESCO until full payment along with late payment surcharge has been made b
83. v Leave thermostats at a constant setting to avoid forcing the system OFF and ON v Turn off all tools and portable appliances when not in use vi Assign responsibility for turning off designated items to specific employees d RECOMMENDATIONS 1 Install power factor correction capacitors ii Turn OFF equipment when not in use iii Begin a practice of monitoring electric demand iv Repair compressed air leaks v Redirect air compressor intake to use outside air vi Lower air pressure in compressors vii Repair steam valve leakages viii Install water cooled chillers instead of replacing air cooled chillers ix Install Speed controllers on twisting machines x Replace standard Fluorescent lighting with energy efficient tubes xi Reduce luminance to minimum required levels via delamping xii Install timers on lighting systems where necessary 42 CHAPTER 14 RIGHTS AND OBLIGATIONS VIS A VIS CONSUMER AND QESCO 14 1 Access to the Consumer s Premises a b c d A duly authorized employee of the QESCO shall be entitled at all reasonable times and on informing the occupier of his intention after giving a notice of clear 3 days to enter the premises to which energy is or has been or is to be supplied by the QESCO for the purpose of Examining inspecting and testing the electric supply lines meters maximum demand indicators or other measuring apparatus electric wires fittings works or an apparatus for the
84. y the consumer The power supply of the consumers who are allowed by the QESCO to make the payment in installments shall not be disconnected However if a consumer further defaults in making payment of installments the power supply of such a consumer shall be disconnected without any further notice and shall only be restored after receipt of all arrears The power supply of a defaulting consumer shall not be disconnected who has lodged a complaint petition against any wrong billing or any dispute relating to the payment of energy bill with QESCO the Electric Inspectors office Provincial Office of Inspection or NEPRA for all such proper restraining orders shall be issued QESCO shall also not disconnect the supply if a restraining order to this effect has been issued from any court of law If a consumer extends his existing load beyond the sanctioned load he shall be issued a notice along with evidence thereof to apply for extension of load within one month of the receipt of notice The QESCO shall disconnect the power supply if the consumer fails to avail this opportunity Disconnection on consumer s request Temporary disconnection of supply is allowed to a consumer on his her request for a period of 30 days subject to the following terms and conditions a That the consumer has paid the final bill up to the day immediately preceding the intended date of request for temporary disconnection 21 8 3 b That exemption in paym
85. your motors are always well maintained Also check that voltage is balanced on all phases Use high efficiency motors When you next change your motor replace it with a Higher Efficiency Motor Also consider the induction of Variable Speed Drive if favorable Don t keep motors running with an empty load Always check that motors are switched off when you don t need them as even an empty motor uses 40 of the full load power 40 ii Compressed air Find and fix leaks Most businesses using compressed air can save up to 30 simply by fixing any leaks Try to lower the operating pressure Reducing it by just 1 bar 15 psi will save about 7 of the energy Ensure there is a good supply of cool air around the compressor This will ensure it doesn t get overheated and use more energy than necessary iii Refrigeration Keep freezer doors closed On an average it will cost you Rs 1 every day a freezer door stays open Ensure your system is at the right temperature If it s even 1 C lower than needed your costs could rise by 2 to 4 Don t let the condensers get overheated Make sure they are located in a place with sufficient airflow Don t put too much refrigerant charge in If it leaks it can increase your energy costs by over 10 iv Improve Heating operation Systems By checking burner air to fuel ratios and the heat transfer surfaces v Improve Pumping Operation Systems By matching the pumps to system requ

Service Manual - Quetta Electric Supply Company

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