Summary Findings of the Workshop

 A healthy Network needs to be developed which demands systematic capital investments for enhancement of reliability and reduction of AT&C losses. A judicious use of CAPEX would expeditiously and easily get manifested in a healthy transformer failure rate and improvements in reliability indices. DISTCOs are not investing a pie for infrastructural development.

 The high AT&C losses and high incidence of power theft in the State is acting as a great dampener on the health of the DISCOMs. This needs to be reduced. It is earnestly hoped that Govt. would assist the DISCOMs to systematically reduce and eliminate theft so that the paying customer gets the service he deserves by way of reliable and quality power.

 Ideally, the technical and commercial losses should be reduced to 15% to make the sector viable. The drastic reduction of losses both, transmission and distribution and AT&C losses is the single most essential measure for turning around the power sector.

 The various elements involved in the management of distribution losses may be classified under the categories of governance, Commercial and technical issues.

 IT enabled technologies should be effectively leveraged to enable seamless integration across the entire power value chain.
Govt of India should consider some of the following enabling measures:-

     Levy of duty on generation of power by the concerned State Government,
     Allocation of 12% of the generated power free to the host state in line with the principle adopted for the hydro power,
     Allocation of an appropriate portion of power generated to the host state at variable cost.
    A suitable contribution by IPPs for ecological generation in the vicinity of the power plants.

 The Commission should ensure continued improvement in all reliability indices with annual targets.
 The Commission will also improve awareness among the consumers about their rights and duties under the Act.
 Active support of Govt. is sought for better services of the licensees with APDRP assistance, clearing of arrear energy bills in Govt. departments etc. and vigorous prosecutions to curb theft of electricity.
 Some participants emphasized on change in mind set of people in general and the distribution staff in particular to improve upon quality of supply.
 The voltage supplied on the grid is low from the OPTCL grid line. Ultimately DISTCOs suffer from low voltage. Complaints gather momentum as a result of unbalance load and voltage. Massive investments are required for system upgradation. In fact lack of investment for system improvement has caused poor quality of supply.
 Administrative support is not available to DISTCOs. FIRs are not accepted.
 Low voltage still continues in many areas. Staffs in charge of collection of bills are irregular.
 In case of failure of transformer, rectification and restoration takes time.
 Complaint registers are not maintained properly. Facilities to address consumer grievances that existed during OSEB regime do    not exist now. Lack of staff for maintenance and attending to consumer complaints.

 Consumers are not aware of standards of performance. They are unaware of the compensation package prescribed by OERC. Consumer awareness can be increased by making the regulations reach them. J.E. and SDOs should know about the provisions. OERC should find out the way for creating awareness. Regulations should be printed in Oriya and circulated among Gram Panchayats. Massive consumer awareness programmes through Print/Audio-Visual media may be thought of. Follow up on training of field staffs of DISTCOs & consumer organizations required. Simplified procedures of addressing consumer grievances should be circulated among GPs. Consumer meets should be organized at district level. Regulations should be discussed in GP level. To create awareness about consumer rights, a PUSTIKA may be prepared by OERC and circulated. Interface between Consumers and Licensees vital. The new Mantra for the distribution utilities should be customer relationship management.

 Late delivery of bills takes place. Erroneous bills are served. Arrears reappear after payment of bills. Consumer bills should be served in Oriya language with details of GRF contained in them.

 Consumers don’t know GRF and Ombudsman as institutions to address consumers’ grievances. Boards/leaflets don’t exist infront of GRF office.

 New electricity connections are not available even within three months time.

 Service lines are not maintained. Frequent power interruptions take place.

Agents should be appointed by OERC and be placed in villages and sub-divisions to look into the working of DISTCOs.
 Ombudsman should be empowered to grant compensation.

 Licensees should automatically pay compensation as per Regulation.
 
Law is not clear whether GRF’s order is mandatory on licensee.

 Cause of deterioration of performance standards should be found out. Maintenance standards should be improved. DISTCOs to self regulate in maintenance of standards.

 Frequent consumer interface & networking with consumer rights groups needed.
 Case tracking through interactive website suggested.

 Licensees do not accept complaints. GRF should directly intervene in such cases. Even Licensees do not honour GRF’s orders. Consumer grievances should be addressed at grass root level.

 OERC should employ consultants to examine whether licensees are operating within the prescribed standards.
 Rule books should be provided with new electricity connections.

Meters are not supplied in time.

 Power supply under APDRP scheme should be expedited